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How to cancel freelancer in new zealand and protect your account

Understanding freelancer and your membership options

Freelancer is an online marketplace that connects you with employers and other freelancers for short-term projects, contests, and ongoing work. The platform operates globally and serves New Zealand users with paid membership tiers, verification badges, and integrated payment tools to manage projects and billing.

When you sign up, you create an account to bid on projects, purchase upgrades, and receive payments through the platform's system. Most features are free, but paid memberships unlock additional bidding capacity, profile visibility, and access to higher-value projects. Understanding what you're paying for makes cancellation decisions clearer.

What you get with paid membership

Freelancer's Corporate membership tier gives you corporate bid cards, a dedicated corporate profile badge, and access to high-value projects that premium employers post. The Verified by Freelancer badge costs a one-time fee and increases your credibility with employers, though this fee is non-refundable once purchased.

You also store payment methods and account credit on the platform. This credit accumulates from project earnings or deposits you make, and it's managed separately from your membership status. Cancelling your membership does not automatically refund your account credit.

Why you might cancel

You may cancel because you're reducing freelance activity, switching to a competing platform, or simply not using the paid features enough to justify the cost. Stopee has helped thousands of New Zealand consumers understand their cancellation rights on platforms like Freelancer, and we know that many users cancel because automatic renewals catch them by surprise.

Pricing and what you're paying for

Freelancer displays pricing in New Zealand dollars on the platform, though not all tiers are clearly listed publicly. Below is a summary of known membership and badge costs.

Beyond membership, you also pay platform commissions on project milestones and optional upgrades like featured project listings. These are separate fees applied to each project and are outlined in Freelancer's service terms.

Consumer guarantees and your rights in new zealand

As a New Zealand consumer, you're protected by the Consumer Guarantees Act 1993 when purchasing services from Freelancer. This law gives you rights even when purchasing digital or online services, though some rights work differently for digital products.

What the consumer guarantees act means for you

Under New Zealand law, Freelancer must provide services that are of acceptable quality and fit for purpose. If the platform fails to deliver the service you paid for-such as persistent technical failures preventing you from accessing paid features-you may have grounds to request a refund or compensation.

The Consumer Guarantees Act also protects you against misleading claims about the service. If Freelancer advertises features that don't work as described, you can escalate your complaint to the Commerce Commission if the platform refuses to remedy the issue.

Your escalation path if freelancer doesn't help

If you request a refund and Freelancer refuses without good reason, you can lodge a complaint with the Commerce Commission, New Zealand's consumer regulator. You can also contact the Disputes Tribunal if the refund amount is within their jurisdiction (currently up to NZ$15,000 for most disputes). Stopee recommends gathering evidence of your cancellation request and Freelancer's response before escalating.

How to cancel your freelancer membership

Cancelling your paid membership is straightforward if you follow the correct sequence. Stopee has reviewed the cancellation process for Freelancer, and the key is to cancel both your membership and your payment method to prevent accidental re-billing.

Step-by-step cancellation via the website

1. Sign in to your Freelancer account using your email and password.
   • If you've forgotten your password, use the "Forgot Password" link on the login page and reset it before proceeding.
2. Navigate to Account Settings by clicking your profile icon or username in the top right corner.
   • Look for a dropdown menu or navigation bar that displays "Settings" or "Account".
3. Select Membership Settings from the Account menu.
   • This section displays your current membership tier, renewal date, and cancellation options.
4. Locate the "Cancel Membership" button and click it.
   • Warning: Read the cancellation notice carefully. Freelancer will confirm that you lose access to paid features at the end of your current billing period, but your account and profile remain active.
5. Confirm your cancellation when prompted.
   • Freelancer may ask you why you're cancelling. This feedback is optional but helps the platform improve.
6. Check your email for a cancellation confirmation from Freelancer within 24 hours.
   • Save this email as proof of cancellation for your records.

Remove your payment method to stop auto-renewal

Cancelling your membership does not automatically remove your payment method. Stopee strongly recommends deleting your saved card or PayPal account to prevent accidental re-billing if Freelancer's systems experience a glitch or if you accidentally re-activate membership later.

1. Go to Account Settings again and select Payment and Financials.
   • This section shows all stored payment methods linked to your account.
2. Find your saved credit card or PayPal entry in the list.
   • Multiple payment methods may be listed if you've added several cards or accounts over time.
3. Click the 'x' icon or "Delete" button next to the payment method you want to remove.
   • Pro tip: If you plan to use Freelancer in future, you can delete all but one method and keep a spare; if you're leaving entirely, delete all of them.
4. Confirm the deletion when prompted.
   • Freelancer will ask you to verify this action to prevent accidental removals.
5. Refresh the Payment and Financials page to confirm the card is gone.
   • The payment method should no longer appear in your saved list.

If you subscribed through the app store or google play

If you purchased your Freelancer membership through Apple's App Store or Google Play Store rather than directly on the website, you must cancel the subscription through the app store itself. Freelancer's website cancellation will not stop app store billing.

1. For Apple App Store: Open the App Store app, tap your profile icon, go to Subscriptions, find Freelancer, and tap "Cancel Subscription".
   • Keep a screenshot of the cancellation confirmation for your records.
2. For Google Play Store: Open the Google Play app, tap your profile icon, go to Payments and Subscriptions, select Subscriptions, find Freelancer, and tap "Cancel Subscription".
   • Confirm the cancellation in the pop-up window.

What happens after you cancel

Cancelling your membership feels uncertain until you understand the timeline and what changes. Stopee knows this is a common concern, so we'll walk you through exactly what to expect.

Your access during and after the cancellation period

When you cancel, your paid membership remains active until the end of your current billing period. You keep all paid features-corporate bid cards, profile boost, project access-for the remainder of the time you've already paid for. There are no refunds for the unused portion if you cancel mid-cycle.

On the day your billing period ends, your account automatically downgrades to the free tier. Paid features disable, and you lose access to corporate-only projects. Your profile and bid history remain visible, but you can no longer place bids on projects requiring paid membership status.

Your data, projects, and funds remain in your account

Cancelling your membership does not delete your account, profile, project history, or messages. Everything stays in place unless you actively delete it yourself. If you have active projects, ongoing milestones, or disputes at the time you cancel, those are governed by Freelancer's project and dispute resolution policies-they are not automatically affected by membership cancellation.

Any account credit you've built up (from project earnings or deposits) stays in your account. You can still access it even after membership ends, but you cannot earn new funds through paid-membership-only projects.

Refunds and what you can recover

Freelancer's refund policy is complex because different services have different rules. Here's what Stopee has found to be the most common refund scenarios.

Membership refunds

Freelancer does not offer refunds for membership fees once your billing period has started. If you cancel mid-month or mid-year, you forfeit the remaining time. However, if you cancel before your billing period begins (during a trial, for example), you may be eligible for a full refund. Always check your account for trial status before the charge processes.

Verification badge fees are non-refundable

Warning: The Verified by Freelancer badge, Preferred Freelancer badge, and other one-time verification fees are explicitly non-refundable under Freelancer's terms. Do not expect to recover these costs once paid, even if you cancel membership immediately after.

Account credit and deposits

Credit card deposits (funds you add to your Freelancer account for project work) may be refundable within a specific timeframe, typically between 4-6 months or up to one year, depending on how Freelancer's payment processor handles clearing times. PayPal deposits follow PayPal's refund policy and are generally refundable within one year. After one year, you may request a payout instead of a refund.

To request a refund on account credit, contact Freelancer's support team with proof of the deposit and ask for a refund to your original payment method. Keep transaction records and correspondence for at least 12 months.

How to request a refund if freelancer refuses to help

If Freelancer denies your refund request and you believe you have grounds under the Consumer Guarantees Act or your payment processor's buyer protection policy, you can escalate through two channels: first, contact your credit card company or PayPal and request a chargeback or dispute; second, lodge a complaint with the Commerce Commission or Disputes Tribunal if the amount qualifies.

Common mistakes to avoid when cancelling

Cancelling a platform membership feels simple but hidden traps catch many users. We've seen countless New Zealand consumers miss a step and end up rebilled weeks later.

Mistake 1: cancelling membership without removing your payment method

If you cancel membership but leave your credit card or PayPal linked, automatic renewal can still occur if Freelancer's systems error or if you accidentally re-activate membership. Always complete the two-step process: cancel membership, then remove payment methods.

Mistake 2: assuming account credit is refunded when you cancel

Many users believe that cancelling membership means all their account money disappears. In reality, account credit stays in your account indefinitely-it's your money. Only request a refund if you're leaving the platform entirely and want cash back to your card.

Mistake 3: forgetting to cancel app store subscriptions separately

If you downloaded Freelancer via the App Store or Google Play and subscribed through there, cancelling on the website won't stop app store billing. You must cancel in the app store itself. Check both locations if you've ever used the app.

Mistake 4: not saving your cancellation confirmation

Always screenshot or save the email confirmation Freelancer sends. If a charge appears on your statement after cancellation, this proof is essential when disputing with your bank or the Disputes Tribunal. Stopee recommends keeping cancellation confirmations for at least 12 months.

Your cancellation checklist

Use this checklist to ensure you've completed every step and protected yourself from accidental rebilling.

When to cancel versus keeping your membership

Deciding whether to cancel isn't always straightforward. Here's a quick comparison to help you think through the choice.

How to contact freelancer if you need help

Freelancer's registered office is located in Australia, and they do not publish a dedicated New Zealand postal address for consumer complaints. You can contact them through the following channels.

Support and contact options

Visit the Freelancer Help Center or Support page on the website to submit a ticket. You can also use the in-app messaging feature if you're logged in. For urgent issues, look for a live chat option on the website during business hours.

If you need to escalate a complaint to a formal address, Freelancer's head office is registered in Australia. However, as a New Zealand consumer with a dispute, you have the right to lodge a complaint with the Commerce Commission or apply to the Disputes Tribunal instead of waiting for Freelancer's response.

When to escalate to regulators

If Freelancer does not respond to your cancellation or refund request within 20 working days, or if they refuse without valid reason, escalate to the Disputes Tribunal (disputes.org.nz) or the Commerce Commission (comcom.govt.nz). Include your cancellation confirmation, correspondence with Freelancer, and evidence of the charge on your statement.

Final thoughts and your next steps

Cancelling Freelancer is simple once you know the process, but the real power lies in protecting yourself from accidental rebilling and understanding your refund rights. Stopee has guided New Zealand consumers through thousands of platform cancellations, and we know that most problems stem from skipped steps rather than complicated policies.

Follow the checklist above, remove your payment method, save your confirmation email, and if a charge appears on your statement after cancellation, contact your bank immediately. You have consumer protections under New Zealand law, and regulators like the Commerce Commission are ready to help if Freelancer refuses to cooperate.

Stopee has helped thousands of consumers cancel subscriptions and claim refunds they didn't know they were entitled to. If you encounter resistance from Freelancer or need advice on your specific situation, use our resources to understand your rights and escalate confidently. Your power as a consumer lies in knowing the rules, following the steps, and holding platforms accountable.