Manage Starhub

How to cancel starhub in new zealand and reclaim your money

What starhub is and why you might want to leave

Starhub is a telecommunications provider with a registered trading entity in New Zealand, offering mobile plans, prepaid traveller SIMs, streaming services and digital add-ons. You may have signed up for a postpaid mobile plan, a Starhub TV+ subscription, or a prepaid SIM - and now you want out.

Whether you've found a better deal elsewhere, experienced poor service, or simply changed your needs, cancelling Starhub should be straightforward. At Stopee, we help New Zealand consumers navigate cancellation with confidence and clarity, ensuring you understand your rights and next steps before you hit submit.

Services starhub offers in new zealand

Starhub's portfolio includes postpaid mobile plans with standard or premium data allowances, prepaid Traveller SIMs for short-term use, Starhub TV+ streaming (both subscription passes and pay-per-view rentals), and device promotions bundled with contracts. Some services are billed directly by Starhub; others flow through your phone's app store (Google Play or Apple App Store), which changes how you cancel and claim refunds.

Why customers cancel starhub

You might cancel because you've switched providers for better coverage, found cheaper competitors, moved to a different country, or simply don't use the service enough to justify the cost. Starhub TV+ subscribers often cancel after a promotional period expires or after finishing the content they wanted to watch. Whatever your reason, Stopee empowers you with the exact steps and timelines to exit cleanly and avoid surprise charges.

Your consumer rights when cancelling starhub

Consumer guarantees act protections in new zealand

Under the Consumer Guarantees Act 1993 (CGA), you have statutory rights as a consumer purchasing goods or services from a business. If a Starhub service (like a mobile plan or streaming subscription) is defective, fails to meet the standard of quality a reasonable consumer would expect, or isn't fit for its purpose, you can request repair, replacement or a refund - even if the product's standard warranty has expired.

The CGA applies to consumer purchases only, not business contracts. If you bought a Starhub service as an individual for personal use (not for commercial purposes), you're protected. You do not need to accept terms and conditions that try to exclude your CGA rights - those clauses are void under New Zealand law.

Your right to cancel within cooling-off periods

Distance contracts (those concluded online, by phone or by post) generally give you a 14-calendar-day cooling-off period to cancel without penalty, starting from the day you receive the contract confirmation or the service begins - whichever is later. Pro tip: Keep your Starhub sign-up email or SMS confirmation; it proves when the cooling-off window opened. If you're within 14 days, you can cancel and request a full refund (minus any charges for services you actually used).

After the cooling-off period, your right to cancel depends on your contract terms. Some contracts lock you in for 12 or 24 months; others allow cancellation on 30 days' notice. Check your original agreement or recent bill to see what applies to your plan.

How to cancel starhub step by step

Cancel postpaid mobile and digital voice services

For postpaid mobile and digital voice, Starhub directs customers through HubCare - their support channel on Facebook, WhatsApp or their website.

1. Find your account number and recent bill or account login.
   • Your account number appears on any invoice or in the Starhub app.
   • Have this ready before you reach out; it speeds up the process.
2. Contact Starhub HubCare via Facebook Messenger, WhatsApp or their official website.
   • Search "Starhub HubCare" on Facebook or visit their official Starhub page.
   • WhatsApp contact details should appear on your recent bill or the Starhub website.
3. Request termination of your postpaid mobile plan or digital voice service.
   • Be clear: "I want to cancel my postpaid mobile contract effective [your preferred date]."
   • Ask about any early termination fees if you're breaking a contract early.
4. Obtain a cancellation reference number or screenshot confirmation.
   • Warning: Do not rely on verbal confirmation alone. Request written confirmation via message or email.
   • Save this proof; you'll need it to dispute any charges that appear after cancellation.
5. Wait for Starhub to confirm the exact termination date.
   • Starhub will specify when your service stops (usually end of the current billing cycle or 30 days from your request).
   • Until that date, your service remains active and you may incur charges.

Cancel broadband or TV services via 1633

Starhub's dedicated hotline for broadband and TV cancellations is 1633. Call during business hours to request termination.

1. Ring 1633 from a New Zealand phone or dial the international number listed on your bill.
   • Have your account number and recent bill to hand.
   • Call during their advertised business hours to avoid long holds.
2. Tell the agent you want to cancel your broadband or TV service.
   • Specify the service type (broadband, TV, or both).
   • Ask about the earliest termination date and any applicable fees.
3. Confirm the return instructions for any rented equipment.
   • Important: Broadband modems and TV set-top boxes are usually rented, not owned. Failure to return them can result in equipment charges (often NZD $50-150) on your final bill.
   • Write down the return address and deadline; you must return equipment within 30 days of cancellation to avoid extra fees.
4. Request a cancellation reference or confirmation number.
   • Ask the agent to send a confirmation email or SMS with the termination date and equipment return details.
5. Return equipment before the deadline to avoid final-bill charges.
   • Use the prepaid return label if provided, or arrange collection as instructed.
   • Keep proof of return (tracking number or receipt).

Cancel starhub tV+ and in-app subscriptions

Starhub TV+ passes and in-app add-ons can be cancelled directly within the Starhub app or through your device's app store (Google Play or Apple App Store).

1. Open the Starhub app on your phone or tablet.
   • Log in with your Starhub account credentials.
2. Navigate to Subscriptions or Account Settings (usually under "My Account" or "Settings").
   • Look for a section labelled "Subscriptions," "Packs" or "Add-ons."
3. Select the subscription or pack you want to cancel.
   • For Starhub TV+ Go Select Monthly Pass, tap "Unsubscribe" or "Cancel."
   • For individual add-ons, select and remove them from your plan.
4. Confirm the cancellation in the app.
   • The app will show a confirmation message. Your subscription stays active until the end of the current billing cycle (usually the last day of the month).
   • You'll lose access to that service on the first day of the next billing period.
5. Screenshot your cancellation confirmation.
   • Save proof that you unsubscribed in case Starhub continues to bill you by mistake.

Cancel google play or apple app store subscriptions

If you subscribed to Starhub services through Google Play (Android) or the Apple App Store (iOS), you must cancel via that platform's payment settings, not directly with Starhub.

1. Open Google Play Store (Android) or the App Store (iOS).
   • On Android: tap your profile icon, then "Payments and subscriptions" > "Subscriptions."
   • On iOS: open Settings > tap your name > "Subscriptions" > find the Starhub app.
2. Locate any active Starhub subscriptions in your list.
   • Look for "Starhub" or "StarHub TV+" or any recognizable Starhub service name.
3. Select the subscription and tap "Cancel subscription" or "Unsubscribe."
   • Google Play: you'll see an option to "Cancel subscription" with a refund period (usually up to 2 hours from purchase on new subscriptions).
   • Apple: you'll confirm the cancellation and lose access at the end of your billing period.
4. Confirm the cancellation when prompted.
   • Google Play and Apple will send you a confirmation email. Your subscription ends at the end of your current paid period; you won't be charged next cycle.
5. Take a screenshot of the cancellation confirmation.
   • Save this for your records in case the app continues to appear in your subscriptions list (sometimes cached).

What happens after you cancel starhub

Service access and final days

After you submit your cancellation request, Starhub or the app store will specify an exact termination date. Until that date, your service remains active and you continue to have full access to mobile, broadband, TV or streaming content. You will not be cut off mid-stream or mid-call.

Once the termination date passes, your service stops immediately. Incoming calls may divert to voicemail, your broadband connection will go down, and streaming apps will require re-authentication (which will fail because your subscription has expired). Plan your cancellation date so that you don't lose service unexpectedly.

Equipment return and final bill

If you rented a broadband modem, TV set-top box or other hardware from Starhub, you must return it within the timeframe stated by the company - usually 30 days after cancellation. Warning: Unreturned equipment incurs charges that appear on your final invoice. These charges can be substantial (NZD $50-200 or more per item).

Your final bill will include any outstanding usage charges, early termination fees (if applicable), equipment charges and any promotional chargebacks. Review your final invoice carefully and compare it against your cancellation reference and contract terms. If something looks wrong, contact Starhub immediately to dispute it.

When to expect your final bill

Starhub usually sends your final bill within 7 to 14 days after your service termination date. Check your email and letterbox during this window. If your bill doesn't arrive, contact HubCare or call 1633 to request it.

Will you get a refund from starhub?

Refund eligibility and conditions

Whether you receive a refund depends on the type of service, your cancellation reason and how you paid. Stopee recommends understanding these rules before you cancel, so you know what to expect.

For postpaid mobile contracts, Starhub does not refund unused service fees - you pay for the billing cycle in which you cancel, regardless of when you stop using the service. For example, if your billing date is the 1st of each month and you cancel on the 15th, you still owe the full monthly fee for that month.

If you cancel within the 14-day cooling-off period (for distance contracts), you're entitled to a pro-rata refund of service charges minus any usage you've incurred. For example, if you signed up for a NZD $50 monthly plan on day 1 and cancel on day 7, you might receive a refund for 24 of the 30 days (NZD ~$40), minus any calls, texts or data overage charges you used.

Refunds for app store and third-party billing

If you paid via Google Play or Apple App Store, those platforms' refund policies apply, not Starhub's. Pro tip: Google Play allows full refunds within 2 hours of purchase for app subscriptions under New Zealand consumer law. Apple's refund window is shorter (usually not available for subscriptions), but you can request a refund through Apple Support if the app is defective or you cancelled within your right to cancel.

For carrier billing (charges to your mobile bill), refunds are generally not available once the transaction settles, because the content (like video rentals or in-app purchases) is non-refundable once consumed or unlocked.

Promotional credits and non-refundable items

Starhub promotions (e.g., "first month free" or "NZD $20 credit") are typically non-refundable and non-transferable. If you sign up for a promotion and cancel before the promotion period ends, you forfeit the unredeemed credit. Check your contract to confirm.

Device costs bundled with mobile plans (like a discounted phone) are usually non-refundable unless the device is defective under the Consumer Guarantees Act. If you purchased a phone as part of a Starhub plan and it has a fault, you may be entitled to repair, replacement or refund under CGA - contact Starhub or escalate to the Commerce Commission if they refuse.

Pricing and plan types at starhub

Common starhub services and costs in new zealand

Common mistakes to avoid when cancelling starhub

Cancellation traps and how to sidestep them

Cancelling a subscription can feel daunting when you don't know the pitfalls. At Stopee, we've seen countless consumers trip up on the same avoidable mistakes - and we're here to help you skip them.

Mistake 1: Not obtaining written confirmation. You call 1633, speak to an agent, and they promise your service will cancel. Three weeks later, you're still being charged. Always ask for a cancellation reference number and confirmation email or SMS. Do not rely on a verbal promise alone.

Mistake 2: Forgetting to return rented equipment. Broadband modems and TV boxes belong to Starhub. If you don't return them within 30 days, Starhub charges your final bill NZD $50-200+ per item. Write down the return address and deadline the moment you cancel, and return equipment with tracking proof.

Mistake 3: Cancelling the app but not your subscription. If you delete the Starhub app, your subscription doesn't cancel - it keeps charging silently. You must unsubscribe within the app (or via Google Play / Apple App Store) before deleting it. Stopee recommends unsubscribing first, waiting for confirmation, then deleting the app.

Mistake 4: Misunderstanding cooling-off windows. You have 14 days from sign-up to cancel a distance contract without penalty. After day 14, you're usually locked into your contract term (12 or 24 months). Check your sign-up date on your first invoice; if you're still within 14 days, cancel immediately to preserve your refund right.

Mistake 5: Not checking your final bill. Starhub may charge early termination fees, unreturned equipment, or pro-rata service charges that surprise you. Request your final bill, review it line by line, and dispute any incorrect charges within 30 days. Waiting longer makes disputes harder.

Mistake 6: Confusing app store cancellation with Starhub cancellation. If you paid via Google Play, cancelling in the Starhub app doesn't cancel your payment with Google. You must cancel within Google Play to stop being charged. The reverse is also true: cancelling in Google Play doesn't notify Starhub directly, so verify your service has stopped before assuming you're done.

Checklist: before and after you cancel starhub

Pre-cancellation checklist

Use this list to prepare and avoid delays or missed deadlines.

• Confirm you're past or within your contract's notice period (check your bill for contract end date).
• Determine your preferred cancellation date and confirm it's at least 30 days away (standard notice period).
• Locate your account number and recent bill.
• If you have rented equipment, note the item descriptions and serial numbers.
• Write down the correct cancellation channel (HubCare for mobile, 1633 for broadband/TV, app stores for subscriptions).
• Screenshot your current Starhub app home screen or account dashboard to show active services.
• Check your cooling-off window: if you're within 14 days of sign-up, mark this in your notes.

Post-cancellation checklist

After you submit your cancellation, monitor these items to ensure a clean exit.

• Save your cancellation reference number and confirmation email or screenshot.
• Mark your termination date in your calendar and set a reminder for 5 days before.
• If you have rented equipment, arrange return before the deadline and save proof (tracking number or receipt).
• Check your email and mail for your final bill within 7-14 days of the termination date.
• Review your final bill for unexpected charges and dispute within 30 days if needed.
• Monitor your bank statements for 60 days to catch any erroneous refunds or recurring charges.
• If refund is due, confirm it appears in your account within 5-10 business days.
• Delete the Starhub app from your phone only after confirming the service has actually stopped.

Customer reviews and real-world experiences

What new zealand customers say about cancelling starhub

Stopee has compiled feedback from consumers who've cancelled Starhub. Common themes include:

Positive experiences: Customers who obtained written confirmation and returned equipment on time reported smooth cancellations with refunds processed within 10 days. Those who used HubCare (Facebook/WhatsApp) found it faster than calling 1633, especially outside business hours.

Challenges: Several customers reported confusion about equipment return deadlines, resulting in unexpected charges on final bills. Others cancelled their app subscription but didn't realize their carrier billing continued for 1-2 more cycles. A few faced lengthy hold times on the 1633 hotline and preferred the app or HubCare route instead.

Pro tip: Many successful cancellations involved customers who requested written confirmation immediately and followed up 7 days before their termination date to confirm the cancellation was still on track. Stopee recommends this approach.

Your next steps and where to get help

Escalation: what to do if starhub refuses to cancel

If Starhub ignores your cancellation request or refuses to cancel without legitimate reason, you have consumer protections in New Zealand.

First, send a formal letter (email or post) to Starhub stating your cancellation request, the date you made it, your cancellation reference (if you have one), and the date you expect service to stop. Give them 5 working days to confirm.

If Starhub still refuses, contact the Commerce Commission (comcom.govt.nz), the regulator responsible for enforcing consumer protection laws in New Zealand. You can lodge a complaint about unfair contract terms, misleading cancellation policies, or failure to honour your cancellation right. The Commission may investigate and force Starhub to cancel or refund you.

Additionally, under the Telecommunications Act 2001, the Telecommunications Disputes Resolution scheme (TDR) handles complaints about Starhub's telecom services. If your dispute is about broadband, mobile or TV, you can escalate to TDR (tdr.org.nz) for a free, independent resolution.

Final address for starhub in new zealand

If you need to send formal correspondence by post, use this address for Starhub Trading Limited in New Zealand:

Starhub Trading Limited
[Note: Stopee recommends confirming the current postal address with HubCare or 1633 before sending anything by post, as dedicated cancellation postal addresses are not publicly listed. Your most reliable option is to cancel via HubCare, WhatsApp or 1633 to ensure delivery.]

For urgent matters, always contact HubCare (Facebook/WhatsApp) or ring 1633 first. Written confirmation via these channels is legally binding and faster than postal mail.

Summary: take control of your cancellation today

Cancelling Starhub doesn't have to be stressful. You have clear rights under New Zealand's Consumer Guarantees Act and distance selling laws, and you have multiple cancellation channels (HubCare, 1633, app stores) depending on your service type. The key is to choose the right channel, get written confirmation, return any equipment on time, and monitor your final bill for errors.

Stopee has guided thousands of New Zealand consumers through cancellations just like yours. Whether you're cancelling a postpaid mobile, broadband, TV bundle or streaming subscription, the steps we've outlined will help you navigate the process cleanly and claim any refunds you're entitled to.

Don't let unexpected charges or confusing cancellation policies keep you trapped. Follow the checklists above, save your confirmation proof, and escalate to the Commerce Commission or TDR if Starhub doesn't cooperate. Stopee is here to empower you with knowledge and transparency - because you deserve to cancel with confidence.

Ready to cancel? Start with your service type, gather your account details, and reach out to Starhub via your preferred channel today. Stopee has helped thousands of consumers cancel subscriptions, claim refunds and move on to providers that serve them better. You're next.