Manage Digistore24

How to cancel your digistore24 subscription in new zealand

What is digistore24 and why you might need to cancel

Digistore24 is an international sales platform and payment processor that vendors use to sell digital products, online courses, software, and subscription services to customers around the world. When you buy something through Digistore24, the platform handles your payment, order confirmation, and often manages refunds and cancellations on behalf of the seller.

You interact with Digistore24 mainly through order confirmation emails and a personal order overview page after you purchase. If you've signed up for a recurring subscription or digital product through Digistore24, you may need to cancel if the service no longer suits your needs, the recurring charges are unwanted, or you want a refund. At Stopee, we help New Zealand consumers navigate cancellations with confidence, and Digistore24 is no exception.

How digistore24 works for buyers

When you purchase through Digistore24, you receive an order confirmation email containing your order details, the vendor's name, and often a direct link to your order overview page. This page shows your subscription status, next billing date, and cancellation options. The vendor sets the terms (refund period, access rights, renewal schedule), but Digistore24 processes the payment and manages the cancellation request on their behalf.

Who should read this guide

This guide is for New Zealand consumers who have purchased a subscription, course, app, or digital product through Digistore24 and now want to cancel. Whether you subscribed by accident, changed your mind, or simply no longer need the service, Stopee will walk you through every step of the cancellation process and your rights under New Zealand law.

Your consumer rights under new zealand law

New Zealand law protects your right to cancel purchases and receive refunds in specific circumstances, regardless of where the seller is based.

The consumer guarantees act and your cancellation rights

Under New Zealand's Consumer Guarantees Act 1993, you have the legal right to cancel a purchase of goods or services within a reasonable time if the product or service is faulty, not as described, or unsuitable for purpose. For distance selling (online purchases), you also have a statutory 14-day cooling-off period to change your mind, provided you have not yet received access or waived your right in writing.

This right applies even if you bought through an overseas platform like Digistore24. If Digistore24 or the vendor refuses to honour your cancellation or refund, you can escalate to the Commerce Commission or seek advice from Citizens Advice Bureau (CAB).

When your rights apply and when they do not

Your right to cancel applies to most digital products and subscriptions, but digital goods may lose protection once you accept the terms or download the product. Vendors can set their own refund periods (14 to 180 days), but they cannot remove your statutory rights. If no vendor return period is stated, Digistore24 can process refunds up to 60 days after purchase; beyond that, you must dispute the charge with your bank or payment provider.

Methods to cancel your digistore24 subscription

Digistore24 offers several cancellation paths depending on how you purchased and whether you are a private customer or business buyer.

Cancellation for private consumers

Most New Zealand consumers can cancel directly through Digistore24 order overview or via the cancellation link in their confirmation email.

1. Locate your order confirmation email from Digistore24 (check your inbox and spam folder).
   • The email will contain your order number, the vendor's name, and your next billing date.
2. Look for a "Cancel subscription" or "Manage order" link in the email.
   • If you see this link, click it to proceed to the cancellation form.
   • If there is no link, log into your Digistore24 order overview using the email address associated with your account.
3. Review your subscription details and confirm the cancellation date.
   • Check whether you will lose access immediately or at the end of your current billing cycle.
   • Note the refund eligibility date (usually 14 to 60 days from purchase).
4. Submit your cancellation request through the on-screen form.
   • You may be asked why you are cancelling; this is optional but helpful for dispute resolution.
5. Retain your cancellation confirmation email.
   • Save or screenshot the confirmation message, including the timestamp and cancellation reference number.

Cancellation for business customers and app store purchases

If you are a business customer or purchased through an app store, follow these alternative routes.

1. For business or company accounts, reply directly to your Digistore24 order confirmation email.
   • Write a clear cancellation request including your order number and the reason for cancellation.
   • Send it to the support address provided in your email.
   • Allow 5 to 10 business days for a response.
2. If you purchased through Apple App Store or Google Play, cancel through the app store, not Digistore24.
   • For Apple: go to Settings > [Your Name] > Subscriptions > select the app > Cancel subscription.
   • For Google Play: open Google Play app > Menu > Payments and subscriptions > Subscriptions > select the subscription > Cancel subscription.
   • Inform Stopee if the app store cancellation does not prevent future billing, as this indicates a billing error you can dispute.
3. If you are unsure which vendor sold you the product, check the order confirmation email.
   • Contact the vendor's support team directly if Digistore24 support does not respond within 10 days.

Common mistakes when cancelling digistore24

Cancelling can feel stressful, especially if you are worried about future charges or losing access to a product you paid for. Here are the traps that catch most consumers so you can avoid them.

Mistakes that delay or block your cancellation

Mistake 1: Not checking the refund eligibility date. If you cancel after 14 to 60 days (depending on the vendor's policy), you may not be eligible for a refund, only for cessation of future charges. Check your purchase date and the vendor's return period before requesting a refund.

Mistake 2: Cancelling through email without confirmation. Never assume an email to support counts as a cancellation. Always use the official cancellation link or order overview. If you do email, request a confirmation number and follow up within 5 business days if you do not hear back.

Mistake 3: Forgetting to note the billing date. If you cancel one day after a payment has processed, you may be charged again before your cancellation takes effect. Check your next billing date and cancel at least 7 days before to avoid overlap. Stopee recommends setting a phone reminder 14 days before renewal.

Mistake 4: Assuming cancellation means immediate access removal. In most cases, you keep access until the end of your current subscription period, even after cancelling. If you want immediate access removal, contact the vendor directly and request early termination.

Mistake 5: Not saving your cancellation confirmation. Do not rely on email alone. Screenshot or download your cancellation confirmation and receipt. If a dispute arises, this is your proof that you acted in time and in good faith.

Red flags that signal a problem

If you receive a message saying "Cancellation not allowed" or "You are not eligible to cancel," verify that you are within the vendor's return window and that no outstanding payment is pending. If the refusal seems wrong, contact Stopee or escalate to the Commerce Commission with your purchase receipt and cancellation request as evidence.

What happens after you cancel

Cancelling your Digistore24 subscription is just the first step; understanding what happens next helps you stay in control.

Access to your product or service

After cancellation, your access to the product or service depends entirely on the vendor's terms. Most vendors allow you to keep access until the end of your current billing cycle, so you are not locked out immediately. However, some vendors (particularly SaaS or app-based services) may revoke access immediately after cancellation. Check your confirmation email to see when access ends.

If you need continued access after cancelling, contact the vendor directly and ask about extending your subscription or converting to a one-time purchase option.

Future recurring charges

After your cancellation is processed, no further recurring charges should appear on your statement. However, if a charge does appear after your next billing date has passed, contact Digistore24 support immediately with your cancellation confirmation as proof. You can also dispute the charge with your bank or card issuer if Digistore24 does not respond within 10 business days.

At Stopee, we advise checking your bank statement for 90 days after cancellation to ensure no surprise charges slip through.

Data, account information, and your privacy

Digistore24 retains your transaction records, order history, and account data for accounting, tax, and customer support purposes, as required by law. Your data will not be deleted simply because you cancelled. If you wish to have your personal information removed or amended, contact Digistore24 support or the vendor and invoke your rights under the Privacy Act 2020.

Will you receive a refund?

Refunds are not automatic; they depend on when you cancel and the vendor's return policy.

Understanding refund eligibility

You are eligible for a refund if you cancel within the vendor's stated return period. Most Digistore24 vendors offer return windows of 14, 30, 60, or 90 days from purchase. If no return period is specified, you can request a refund up to 60 days after purchase. Beyond 60 days, Digistore24 cannot process a refund at the platform level, but you retain your statutory right to dispute the charge with your bank under the Consumer Guarantees Act.

Digital products may forfeit refund eligibility once you have accepted the terms or downloaded the material. Always check whether a refund waiver checkbox was present at purchase.

Refund timing and payment method

If your refund is approved, Digistore24 must process it within 10 business days. The refund is returned to your original payment method. Timings vary: credit card refunds often appear within 1 to 3 working days, PayPal refunds within 1 day, and bank transfers (SEPA or local bank) may take up to 10 days. New Zealand bank transfers typically clear within 2 to 5 working days.

What to do if your refund does not arrive

If 14 business days have passed and you have not received your refund, contact Digistore24 support with your refund request confirmation and original order number. If they do not respond within 5 business days, contact your bank or card issuer and file a chargeback or dispute claim. Provide the bank with your cancellation and refund request evidence. This is where Stopee's advice to save all confirmations pays off.

Digistore24 pricing and subscription plans

Digistore24 itself does not charge you a subscription fee as a buyer; instead, vendors set their own prices and renewal terms through the platform.

How pricing works on digistore24

Digistore24 operates on a commission and payment processing fee model. As a buyer, you pay only the price set by the vendor for their product or subscription. Recurring charges depend on the vendor's pricing structure: some products renew monthly, quarterly, or annually. Your confirmation email will state the renewal frequency and amount in NZD (or the currency displayed at purchase).

Common subscription types and renewal cycles

Stopee recommends checking your order overview regularly (at least monthly) to verify that charges match your expectations and that no unwanted subscriptions have been added to your account.

Step-by-step checklist for cancelling safely

Use this checklist to ensure you cancel correctly and protect yourself from disputes or surprise charges.

1. Locate and review your original order confirmation email.
   • Confirm the vendor name, order number, product name, and next billing date.
2. Calculate your refund eligibility deadline.
   • Count forward from purchase date using the vendor's return policy (e.g., 14, 30, 60, or 90 days).
   • If you are past the window, you can still cancel recurring charges but may not receive a refund.
3. Access the Digistore24 order overview or use the cancellation link in your email.
   • Click the "Cancel subscription" button and follow all on-screen prompts.
4. Review the cancellation summary before confirming.
   • Verify the cancellation date, access end date, and refund eligibility status.
5. Submit your cancellation and save the confirmation.
   • Screenshot or download the confirmation page showing date, time, and reference number.
   • Save the confirmation email to a dedicated folder (e.g., "Cancellations").
6. Set a reminder to check your bank statement 7 to 10 days after the next billing date.
   • Verify that no charge has been applied after cancellation.
7. If a refund was requested, track it for up to 14 business days.
   • If it does not arrive, contact Digistore24 support or file a chargeback with your bank.

Contacting digistore24 support and escalation

If you encounter issues cancelling or need human support, know exactly how and where to reach out.

How to contact digistore24

Digistore24 does not publish a direct phone number for customers, but you can reach support via email. Reply to any order confirmation email with your cancellation request, or visit the Digistore24 website and look for a "Contact" or "Support" link. Business customers and those with serious disputes should send written communication to the registered address of the entity that processed your payment (Digistore24 GmbH in Europe or Digistore24 Inc. in the US, depending on your transaction).

Stopee advises including the following in any support message: your order number, the name of the product or subscription, your full name, email address, and the specific action you want (cancel, refund, or account closure). Keep the email concise and factual, and send it from the email address linked to your account.

Escalation to new zealand authorities

If Digistore24 or the vendor refuses your cancellation request or delays a refund beyond 14 business days, you have options:

• Commerce Commission: File a complaint at www.consumerprotection.govt.nz if you believe the company has breached the Consumer Guarantees Act or Fair Trading Act. Include all evidence: order confirmation, cancellation request, and proof of non-response.
• Citizens Advice Bureau (CAB): Call 0800 800 169 or visit www.cab.org.nz for free guidance on consumer rights and dispute resolution.
• Chargeback via your bank: If Digistore24 has taken money after your cancellation, contact your bank's dispute team and initiate a chargeback. Provide your cancellation confirmation as proof.
• Stopee escalation support: Stopee has helped thousands of New Zealand consumers resolve billing disputes and secure refunds when companies refuse to cooperate. Contact Stopee directly for guidance tailored to your situation.

Summary and final advice

Cancelling a Digistore24 subscription in New Zealand is straightforward if you act within the vendor's return window and use the official cancellation link or order overview. Your statutory rights under the Consumer Guarantees Act protect you, even though Digistore24 is an overseas platform. Always save your cancellation confirmation, check your billing statements afterward, and escalate to the Commerce Commission if the company refuses to honour your request.

Whether you need to cancel because the subscription no longer fits your needs, billing was incorrect, or the service was misrepresented, Stopee is here to support you. Stopee has helped thousands of New Zealand consumers navigate cancellations, claim refunds, and hold overseas vendors accountable. Visit Stopee at stopee.com to access more guides, submit your dispute story, or connect with other consumers who have successfully cancelled similar services.

Remember: you have the right to change your mind, receive a refund within the statutory period, and cancel future charges. Act quickly, document everything, and do not hesitate to escalate if the vendor stalls.

Contact address for written notices

If you need to send a formal written cancellation or dispute notice to Digistore24, use one of the following addresses (select the entity that processed your payment):

Send your letter via registered mail or email (if an email address is provided) and keep a copy for your records. Stopee recommends always attempting email contact first, as it is faster and provides an instant receipt. If email is ignored after 10 business days, escalate to the Commerce Commission or contact your bank to dispute the charge. Your consumer rights in New Zealand do not expire, and Stopee is committed to helping you enforce them.