Manage Arlo

How to cancel arlo in new zealand and protect your refund rights

What arlo is and how it works

Arlo is a home and business security camera system that combines physical hardware (cameras and base stations) with cloud-based subscription services. You manage your devices, video storage and smart detection features through the Arlo Secure app or the web portal at my.arlo.com. Your subscription governs how long your recorded video is stored and which advanced features like person and vehicle detection remain available to you.

How arlo delivers its service

You access Arlo through two main channels: the Arlo Secure mobile app (available on iOS and Android) and the web dashboard at my.arlo.com. Both let you view live footage, adjust settings and manage your subscription plan. Arlo's Terms and Conditions, specific to New Zealand, govern your subscription and any hardware you purchase.

What you need to know about arlo subscriptions

Arlo offers several subscription tiers, each with different numbers of cameras and detection capabilities. Your subscription renews automatically on your billing anniversary unless you cancel before that date. Understanding your current plan and when your next charge is due is the first step toward cancelling with confidence.

Should you cancel arlo?

Cancelling makes sense if you no longer need cloud storage, smart detection features, or if you're unhappy with the service or pricing. Before you cancel, consider whether you want to downgrade to a cheaper plan instead, or pause your subscription temporarily.

Reasons to cancel arlo

You might cancel if you've moved house and no longer need the cameras, if you're switching to a competitor with better features or lower cost, or if the automatic renewal charges have surprised you. Some users cancel when they realise they can use local storage instead of paying for cloud plans. Others find that Arlo's pricing has increased significantly at renewal and they want to explore alternatives.

Alternatives to cancelling outright

Before you cancel, log into my.arlo.com and check whether you can downgrade to a cheaper tier instead. You might also pause billing temporarily if you're only taking a short break. Contact Arlo Support to explore these options first - they occasionally offer loyalty discounts or free trial extensions to retain subscribers.

How to cancel arlo in three ways

You have three cancellation routes: through the web portal, through the mobile app, or by sending a written request. The web method is fastest, but if you subscribed through the App Store or Google Play, you must cancel through those platforms. Stopee recommends the web method for most users because it gives you instant confirmation.

Cancel arlo via the web portal

1. Go to my.arlo.com and sign in with your email and password.
2. Click on your account profile icon in the top-right corner.
3. Select My Arlo Account or Subscriptions from the menu.
4. Find your active subscription plan and click Cancel Subscription.
5. Read the cancellation summary carefully - this shows your final billing date.
6. Confirm cancellation by clicking the final Cancel button.
7. Take a screenshot of the confirmation page for your records.

Pro tip: Arlo's web portal is the most transparent method because you see your billing cycle end date and any remaining video history details before you confirm. You should receive a confirmation email within minutes.

Cancel arlo via the mobile app

1. Open the Arlo Secure app and sign in.
2. Tap your Profile icon (usually at the bottom or top-right).
3. Navigate to Plan or Subscription.
4. Tap Modify Plan or Manage Plan.
5. Select Cancel Plan and confirm your choice.
6. Screenshot the confirmation for your records.

Warning: The app method sometimes displays less detail about your billing timeline than the web portal. If you're unsure about dates, cancel through my.arlo.com instead.

Cancel via app store or google play subscriptions

If you originally subscribed through Apple's App Store or Google Play Store, you cannot cancel through Arlo itself. Your subscription is managed by the platform you used.

• Apple App Store: Go to Settings > [Your Name] > Subscriptions > Find Arlo Secure > Tap Manage > Select Cancel Subscription.
• Google Play: Open Google Play > Profile Icon > Payments and Subscriptions > Subscriptions > Select Arlo > Tap Cancel Subscription.

Pro tip: After you cancel through either platform, wait 24 hours then log into my.arlo.com to verify that your subscription status shows as cancelled. Sometimes the platforms and Arlo's servers need time to sync.

Cancel arlo by written notice

If you prefer a paper trail or the above methods don't work, you can send a written cancellation request to Arlo Software Ltd at their New Zealand address.

1. Write a letter that includes: your full name, email address, account number (or the email linked to your Arlo account), and a clear statement: "I wish to cancel my Arlo subscription effective immediately".
2. Include your current billing date and the plan you want to cancel.
3. Send the letter by certified post or registered mail so you have proof of delivery.
4. Keep a copy for your records.

Warning: Written cancellation is slower - allow 10-15 business days for Arlo to process your request and stop charging you. Do this method only if other channels fail.

Timeline and what happens after you cancel

Understanding the aftermath of cancellation prevents billing surprises and helps you plan what to do with your cameras and footage.

When your cancellation takes effect

Your subscription ends on the last day of your current billing period. If you cancel mid-month, you keep access to all features and cloud storage until that cycle ends. Arlo does not prorate charges - you don't get a refund for the unused portion of your billing period, and your access doesn't stop early.

Stopee has seen users expect immediate cancellation, so confirm your end date by checking the cancellation confirmation email or logging back into my.arlo.com to see your subscription status.

Access to your video and cameras after cancellation

• Your cameras continue to record locally (to any base station with local storage) even after cloud subscription ends.
• Cloud features like video history, smart detection notifications, and remote playback stop working after your subscription period ends.
• You can download any stored video before the subscription ends if you want to keep a copy.
• Some cameras revert to basic motion detection only, without person or vehicle recognition.

Plan ahead: if you want to preserve your recorded video, download it or export it within your final billing cycle. Arlo's retention policies vary by plan, but generally you lose access to your video library once the subscription expires.

Will you get a refund?

Arlo's stated refund policy for New Zealand is restrictive, but consumer law may give you rights that override it. Stopee always recommends understanding both perspectives before accepting a "no refund" message.

Arlo's no-refund policy

Arlo's Terms and Conditions state that subscription fees are non-refundable. You receive no credits or refunds for partially used periods. Arlo reserves the right to issue refunds at its own discretion in special cases, but you are not entitled to a refund simply because you changed your mind.

This policy applies regardless of when in your billing cycle you cancel. If you cancel on day 2 of a 30-day billing period, you lose the remaining 28 days of payment with no credit.

Hardware returns and refunds

Hardware (cameras, base stations) is handled differently. If you purchased hardware directly from Arlo:

• You have 14 days from purchase to return it for a refund.
• Return authorisation and original packaging are required.
• Refunds to the original payment method take 10-15 business days to process.
• Items returned after 14 days are ineligible for refund.

If you bought hardware through a retailer (JB Hi-Fi, Noel Leeming, etc.), contact that retailer - their return policy may differ from Arlo's.

Your rights under new zealand consumer law

Despite Arlo's "non-refundable" clause, the Consumer Guarantees Act 1993 gives you legal protection. Stopee highlights this because many companies rely on customers not knowing their rights.

If Arlo's service fails to meet the standard of care, or if the subscription contains hidden faults, you may claim a refund or credit under the Consumer Guarantees Act, regardless of Arlo's published policy. Examples include:

• Service is unavailable for extended periods without explanation.
• Video storage or smart detection features don't work as described.
• Arlo makes unauthorised charges or fails to stop billing after you cancel.
• The service is unsafe or dangerous (for example, privacy breaches).

If Arlo refuses to help, contact the Commerce Commission or your local Citizens Advice Bureau. Stopee recommends documenting every attempt to resolve the issue with screenshots, email records and dates.

Arlo subscription pricing and plans

Knowing your current plan helps you decide whether to cancel or downgrade. These are the main subscription options available in New Zealand as of the latest update.

Pro tip: Annual billing often works out cheaper per month than monthly billing if you commit for 12 months. However, annual plans are harder to cancel midway - you still lose your remaining balance.

Common cancellation mistakes and how to avoid them

Many users trip up during cancellation through simple oversights. Stopee has heard from thousands of frustrated subscribers who thought they cancelled but kept getting billed. These mistakes are preventable.

Not confirming the cancellation date

Your biggest risk is cancelling but not verifying when it actually takes effect. You assumed cancellation was instant, but Arlo charges you again two weeks later because you misread the final billing date. Always screenshot the confirmation and note the exact date your subscription ends.

Cancelling the wrong subscription

If you have multiple Arlo accounts or subscribed to both a monthly and annual plan, you might cancel the wrong one. Before you click confirm, double-check the email address and plan name on the cancellation screen.

Forgetting about app store or google play subscriptions

You cancelled through my.arlo.com but you originally subscribed through the App Store. Your Arlo account subscription stops, but the App Store keeps charging you. Always check which platform you used when you first subscribed.

Failing to download your video before cancellation

You lose access to your video library after the subscription ends. If you wanted to keep copies, you must download them while your subscription is still active. This is not a refund issue - it's a data preservation issue that hits you after it's too late.

Cancellation checklist

Use this checklist to ensure you complete your cancellation properly and protect yourself from being billed again.

• Log into my.arlo.com or the Arlo Secure app and confirm your current subscription plan name and billing date.
• Note your next billing date before you cancel.
• Choose your cancellation method (web is fastest and clearest).
• Complete the cancellation and screenshot the confirmation page.
• Save the confirmation email Arlo sends you within minutes.
• If you subscribed through App Store or Google Play, verify that subscription is also cancelled on that platform.
• Wait 24 hours, then log back into my.arlo.com and verify your subscription status shows "Cancelled" or "Inactive".
• Download any important video footage before your final billing date.
• Mark your calendar for one day after your final billing date to check that no unauthorised charge appears.
• If you are charged again after cancellation, contact Arlo Support immediately with your screenshots and request a refund.

What to do if arlo keeps charging you

You cancelled, but an unexpected charge appeared on your credit card two weeks later. This is frustrating, but you have clear steps to recover your money.

Step one: gather your evidence

Collect screenshots of your cancellation confirmation, the email from Arlo acknowledging the cancellation, and your bank statement showing the charge. Write down the date you cancelled, the date you were charged again, and the amount.

Step two: contact arlo support

Email Arlo's support team (through the contact form at arlo.com or reply to the confirmation email you received). Explain clearly: "I cancelled my subscription on [date], but I was charged NZ$[amount] on [date]. I request an immediate refund." Attach your screenshots.

Stopee recommends sending this by email so you have a written record. Allow 5-10 business days for a response.

Step three: escalate if arlo doesn't respond

If Arlo doesn't reply or refuses to refund, contact your bank and dispute the charge. Your bank can reverse unauthorised or fraudulent charges. Provide your bank with copies of all your email correspondence with Arlo and your screenshots of the cancellation.

Step four: contact the commerce commission

If you've tried Arlo Support and your bank without success, file a complaint with the Commerce Commission or your local Citizens Advice Bureau. In New Zealand, the Commerce Commission enforces the Consumer Guarantees Act and the Fair Trading Act. They can investigate whether Arlo's billing practices are unfair.

Stopee has helped users recover refunds at this stage because regulatory pressure often prompts companies to settle rather than face an investigation.

Comparing arlo with alternatives

If you're thinking about cancelling because of price or features, consider how Arlo compares to similar services available in New Zealand. This table shows the main alternatives.

If price is your main reason for cancelling, Ring and Wyze are cheaper. If you value local storage and no recurring fees, Reolink is worth exploring.

How stopee helps you cancel safely

Cancelling a subscription sounds simple until you realise Arlo's website is vague about refunds, the billing date isn't clear, or you're trapped on hold waiting for support. Stopee exists to demystify this process. Stopee has helped thousands of consumers cancel their subscriptions without leaving money on the table.

Our guides walk you through every cancellation step, flag common traps, and explain your legal rights under New Zealand law. When a company refuses to refund you, Stopee shows you how to escalate to regulators and recover what you're owed. Stopee's mission is to put the power back in your hands - because cancelling should be straightforward, not a puzzle.

Arlo's contact details in new zealand

If you need to send a written cancellation request or escalate a complaint, use the contact details below.

Arlo Software Ltd

Postal address for written enquiries and cancellation requests: You can find the current postal address by visiting arlo.com/support or checking your original invoice or Terms and Conditions document for the New Zealand-registered address of Arlo Software Ltd.

Email: Use the contact form at arlo.com/support to submit a cancellation request or complaint. Responses typically arrive within 5-10 business days.

Phone: Contact Arlo Support through the web portal at my.arlo.com (they offer live chat during business hours).

If Arlo doesn't help: Contact the Commerce Commission at www.comcom.govt.nz or your local Citizens Advice Bureau. Both agencies can investigate unfair billing practices and help you recover refunds if Arlo has breached consumer law.

Summary: your next step

Cancelling Arlo is straightforward once you know the process. Use the web portal (my.arlo.com) for the fastest, clearest cancellation. Screenshot everything, check that your final billing date is clear, and verify 24 hours later that your subscription status shows as cancelled. If you're charged again, contact Arlo Support immediately with your evidence, and escalate to your bank or the Commerce Commission if they refuse to help.

You deserve a cancellation process that respects your time and your money. Stopee has helped thousands of consumers cancel subscriptions without being trapped by dark patterns or surprise charges. Whether you're switching to a competitor, downgrading your plan, or simply cutting costs, these steps will protect you every step of the way.