Manage Carly

How to cancel carly subscription in new zealand and protect your rights

What carly is and why you might want to cancel

Carly is a vehicle diagnostic and coding app paired with an OBD adapter that lets you read fault codes, reset service lights, and unlock brand-specific features for your car. You connect the physical Carly adapter to your vehicle's diagnostics port, then use the smartphone app to access premium features through yearly subscription plans. At Stopee, we understand that subscription services don't always match your needs long-term, and cancelling Carly should be straightforward and transparent.

The service operates on tiered subscriptions covering single-brand diagnostics, multi-brand access, and advanced coding guidance. Prices are displayed in New Zealand dollars through the App Store or Google Play Store. If you've decided Carly no longer fits your vehicle maintenance routine or budget, this guide walks you through every cancellation method, refund possibility, and protection you have under New Zealand law.

How carly works

Once you purchase a subscription, you receive access to the Carly app on iOS or Android and pair it with the Carly OBD adapter via Bluetooth. Your subscription unlocks specific vehicle brand diagnostics and periodic feature updates. The app stores diagnostic logs and settings linked to your Carly account, which remains active even after cancellation unless you request deletion.

Why customers cancel carly

Common reasons include discovering the app lacks support for your specific vehicle model, preferring free alternatives like Torque Pro, discovering cheaper diagnostic tools, or simply not using the premium features regularly enough to justify the cost. Stopee recommends assessing your actual usage before the next billing cycle so you can cancel before the auto-renewal charges your payment method.

Carly subscription plans and pricing in new zealand

Stopee has compiled the main Carly subscription tiers available through New Zealand app stores, though exact NZD prices fluctuate based on store conversion rates and promotional offers.

Keep in mind that exact pricing appears in the App Store or Google Play Store at purchase time. If you're unsure which plan you own, check your subscription settings in iOS Settings or Google Play console before attempting cancellation.

Your consumer rights when cancelling carly in new zealand

New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect you when purchasing digital services, giving you legal grounds to cancel or claim refunds in specific situations.

What the consumer guarantees act covers

Under New Zealand law, digital services must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Carly doesn't work as advertised, crashes frequently, or fails to support your vehicle despite being listed as compatible, you have legal grounds to request cancellation and a refund. This protection applies regardless of whether you purchased directly from Carly or through the App Store or Google Play Store.

Stopee emphasises that change-of-mind cancellations (where the service works fine but you've simply changed your mind) typically fall outside mandatory refund windows set by app platforms. However, if the service is faulty, misleading, or incompatible with your vehicle when it should be, the Consumer Guarantees Act supersedes platform policies.

Your escalation rights if carly refuses to help

If Carly customer support or the app platform denies your refund claim despite evidence of a fault or misrepresentation, you can escalate to the Commerce Commission (comcom.govt.nz), New Zealand's consumer authority. Document all correspondence, screenshots of advertised features versus actual functionality, and your purchase receipt. The Commerce Commission can investigate unfair contract terms and deceptive marketing practices.

How to cancel carly subscription step-by-step

Cancellation method depends on where you purchased: directly through Carly's website, via Apple App Store, or through Google Play Store. Most cancellations stop future auto-renewal but allow you to use the service until the current billing period expires.

Cancel carly via apple app store (iOS)

If you subscribed through your iPhone or iPad, follow these steps to halt the auto-renewal and prevent the next charge.

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen, then select Subscriptions.
   • If you cannot find Subscriptions, go to Settings > [your name] > iTunes & App Stores, tap your Apple ID, select View Apple ID, then choose Subscriptions.
3. Find and tap Carly from the list of active subscriptions.
4. Tap the red Cancel subscription button at the bottom of the screen.
5. Confirm cancellation when prompted. You should see a message stating your subscription will end on [specific date].
6. Take a screenshot of the confirmation for your records.

Pro tip: If you see "Edit subscription" instead of "Cancel subscription," you are on a plan that Apple allows you to manage directly. Tap "Edit" and follow the cancellation flow from there.

Warning: Do not delete the Carly app immediately after cancellation. Deleting the app does not cancel the subscription - you must complete the steps above through Settings first.

Cancel carly via google play store (Android)

Android users subscribed through Google Play must access their Google Play account settings to cancel and stop future billing.

1. Open the Google Play Store app on your Android device or visit play.google.com on your web browser.
2. Tap your profile icon (top right) and select Payments & subscriptions.
3. Tap Subscriptions to see all active subscriptions.
4. Select Carly from the list.
5. Tap Cancel subscription and follow any final confirmation prompts.
6. Screenshot the cancellation confirmation page for proof.

Pro tip: Google Play often shows a "pause subscription" option, which temporarily freezes billing for up to three months before auto-resuming. If you only need a break, pausing may be faster than full cancellation and re-subscribing later.

Warning: Some Android devices route subscriptions through alternative app stores (Samsung Galaxy Store, Amazon Appstore). If you subscribed through one of these, you must cancel through that platform instead of Google Play.

Cancel carly via your carly account (website or in-app)

If you purchased a subscription directly from Carly's website or through their own payment system, you may be able to cancel within the app or your web account.

1. Open the Carly app or visit the Carly website and log in with your account credentials.
2. Navigate to Settings or Account menu (usually represented by a gear icon or your profile name).
3. Look for a Subscriptions, Billing, or Manage subscription option.
4. If the cancellation option appears, select it and confirm.
5. If no cancellation link is visible, proceed to contacting Carly support (see below).

Warning: Direct Carly purchases are rare in New Zealand; most customers subscribe through app stores. If you genuinely cannot find a subscription management page, Carly may require you to contact support directly.

Cancel carly via reseller or third-party platform

If you purchased Carly through a reseller, distributor, or automotive platform rather than directly from Carly or an app store, follow that vendor's cancellation process.

1. Return to your order receipt or confirmation email and identify the seller's name and website.
2. Log into that platform with your account credentials.
3. Locate your active Carly subscription and select the cancellation option.
4. If the reseller provides no cancellation option, contact their customer service team by email or phone, referencing your order number and transaction date.
5. Keep all correspondence and receipts for dispute resolution if needed.

Pro tip: Resellers sometimes impose their own refund windows. Request a copy of their cancellation and refund policy in writing before authorising any refund request.

Contact carly support if you cannot cancel independently

If none of the above methods allow you to cancel, contact Carly's support team directly through the app or their official website.

1. Open the Carly app and navigate to the Help or Support section, usually in the Settings menu.
2. Select Contact support and describe your cancellation request clearly, including your subscription plan name and billing date.
3. Provide your Apple ID, Google Play email, or payment method ending digits so they can locate your account.
4. Await their response; Carly typically replies within 24-48 hours on weekdays.
5. Once Carly confirms cancellation, request a written confirmation email for your records.

Stopee recommends noting the support ticket number and exact date of your cancellation request. If billing continues after they claim to have cancelled, this documentation proves when you asked for the cancellation to stop.

What happens to your carly account after cancellation

Understanding what occurs post-cancellation prevents confusion and helps you plan your next steps.

Timeline and access after you cancel

When you cancel Carly, the subscription usually remains active until the end of your paid billing period. If you cancelled on 15 January with an annual subscription expiring 30 June, you retain full app access until 30 June. After that date, the Carly app no longer unlocks premium features, and attempting to run diagnostics shows a message prompting you to renew.

Your Carly account profile, saved diagnostic logs, and vehicle pairing data persist in the app indefinitely, even after the subscription expires. This means you can see your historical logs, but you cannot run new diagnostics without resubscribing.

Auto-renewal and confirming the cancellation stopped

A successful cancellation halts future auto-renewals. Your payment method will not be charged again after the current billing period ends. However, Stopee strongly recommends checking your subscription status one month before the expiry date to confirm no charges reappear.

Return to your app store settings (iOS Settings > Subscriptions or Google Play > Subscriptions) and verify that Carly no longer appears in your active subscriptions list. If it still shows, repeat the cancellation steps or contact support immediately.

Requesting data deletion from carly

If you want Carly to permanently delete your account and all associated logs, contact Carly support and request data deletion under New Zealand privacy rights. Carly must comply with deletion requests within 20 working days (or provide a clear reason for delay). Keep the support response confirming deletion for your records.

Refunds: what you can realistically expect

Refund eligibility hinges on when you cancelled, why you cancelled, and which platform processed your payment.

Standard refund policies by platform

Apple App Store: Apple typically allows refunds within 14 days of purchase if you have not used the service significantly. After 14 days, refunds are discretionary and usually denied for change-of-mind cancellations. However, if Carly is faulty or misrepresented, Apple honours refund requests even after 14 days.

Google Play Store: Google provides a 48-hour refund window for app and subscription purchases. After 48 hours, refunds require proof of a service fault or misrepresentation. Carly's support team can also request a refund extension on your behalf.

Direct Carly website purchases: Carly's own refund policy determines eligibility. Check their terms and conditions or contact support to learn their change-of-mind and fault-based refund windows.

Common grounds for refunds you can claim

How to request a refund step-by-step

Apple refund request: Visit reportaproblem.apple.com, log in with your Apple ID, find the Carly charge, and select "I would like a refund for this purchase." Describe your issue (e.g. "App incompatible with my vehicle") and submit. Apple responds within 5-10 business days.

Google Play refund request: Open Google Play Store, go to your account profile, navigate to Order history, find the Carly subscription charge, tap it, and select "Request refund." Provide a reason and submit. Google responds within 24-48 hours.

Direct Carly support refund request: Contact Carly support through the app with your order number, subscription dates, and reason for refund. Attach screenshots of any faults, error messages, or proof of incompatibility. Request a written response confirming their decision and refund timeline if approved.

Bank chargeback (final escalation only): If the app platform and Carly both refuse a legitimate refund claim and you believe you have strong grounds under the Consumer Guarantees Act, contact your bank. Request a chargeback with documentation of your refund requests and evidence of fault. Banks typically require proof you have exhausted vendor remedies before approving chargebacks.

Warning: Do not request chargebacks until you have genuinely attempted resolution with Carly and the app platform. Chargebacks can result in your account being flagged or restricted on app platforms.

Common mistakes people make when cancelling carly

Cancellation feels simple until you hit a stumbling block that could have been avoided. Stopee has guided thousands of New Zealand consumers through this process and sees the same preventable errors.

Deleting the app without cancelling the subscription

This is the number-one mistake. Uninstalling Carly from your phone does absolutely nothing to stop your auto-renewal. The subscription remains active on your app store account, and you will be charged when the billing date arrives. You must cancel through Settings (iOS) or Play Store (Android) before deleting anything.

Assuming cancellation happened because you clicked a button

Many users tap "Cancel" and assume the job is done without waiting for a confirmation message or screenshot. Always stay on the screen until you see explicit confirmation text stating "Your subscription will end on [date]" or similar language. Stopee recommends taking a screenshot at this moment to prove you cancelled on that date if a dispute arises later.

Forgetting to cancel before annual renewal

Yearly subscriptions renew automatically on the same date each year. If you decided months ago that you no longer needed Carly but never actually cancelled, you will be charged again on renewal day. Set a phone reminder for two weeks before your renewal date to cancel in time and avoid an unwanted charge.

Contacting only carly, not the platform

If you purchased through Apple or Google, contact them first for cancellation and refunds. Carly support can assist, but app platform support handles the actual billing and subscription termination. Reaching out to Carly alone does not guarantee the app store stops charging you.

Not documenting evidence of faults before requesting a refund

If you claim the app is faulty, the platform will ask for proof. Screenshots of error messages, your device details, vehicle VIN, and exact steps to reproduce the problem carry far more weight than saying "it did not work." Stopee advises capturing this evidence before you cancel, not after.

Checklist: making sure your carly cancellation is complete

Use this checklist to confirm you have cancelled Carly successfully and minimised any risk of unexpected charges.

• Cancellation method completed: App Store / Google Play / Carly direct / Reseller (circle one or more)
• Confirmation message received and screenshotted: Yes / No
• Confirmation email from app platform or Carly received: Yes / No (save the email)
• Subscription still appears as "active" in app store settings: Yes / No (if Yes, repeat cancellation immediately)
• Renewal date noted: _______________
• Set reminder to check account one week before renewal date: Yes / No
• Refund requested (if applicable): Yes / No / In progress
• Communication records saved in folder or cloud storage: Yes / No
• Consumer Guarantees Act protection understood: Yes / No

Contacting carly if you need further help after cancellation

Carly's registered office in New Zealand is held by CARLY NZ LIMITED, though no dedicated public cancellation postal address exists separate from their company registration.

For support enquiries, use these contact methods:

• In-app support: Open Carly, go to Settings / Help / Support, and submit a ticket describing your issue.
• Email or web contact form: Visit the official Carly website (carly.io or regional variant) and locate the "Contact" or "Support" page to send a message directly.
• If escalation is needed: Document your attempted contact and any responses, then escalate to the Commerce Commission (comcom.govt.nz) if Carly does not respond within 10 business days or refuses a legitimate refund claim based on the Consumer Guarantees Act.

Pro tip: Keep a copy of all emails, support ticket numbers, and Carly responses in a dedicated folder. If disputes arise or chargebacks become necessary, this trail proves you attempted resolution in good faith.

Final summary: regain control of your subscription spending

Cancelling Carly in New Zealand is straightforward when you follow the correct method for your platform (Apple, Google, Carly direct, or reseller) and confirm the cancellation in writing. Your Consumer Guarantees Act rights protect you against faulty services and misleading claims, and the Commerce Commission stands ready if you face unjust refusal. Stopee has helped thousands of consumers cancel unwanted subscriptions and reclaim billing authority over their finances, and this guide equips you with the knowledge and confidence to do the same.

Remember: cancellation confirmation is your proof. Take screenshots, save emails, and set renewal reminders so you stay in control. If Carly charges you after a confirmed cancellation, you have solid grounds to dispute the charge. Visit Stopee.com for guidance on cancelling other subscription services and protecting your rights as a New Zealand consumer.