Manage Hero

How to cancel hero in new zealand and avoid billing surprises

What is hero

Hero operates two distinct product lines in New Zealand, and understanding which one you use is your first step toward a clean cancellation.

Hero internet VoIP service

Hero Internet provides cloud-based phone plans for individuals and small businesses across New Zealand. You choose from tiered monthly plans with different calling allowances, local NZ numbers, and PAYG rates for calls beyond your plan. These are flexible month-to-month contracts with no long-term lock-in, though billing continues until you formally cancel.

Hero health smart medication dispenser

Hero Health is a separate offering: a smart medication dispenser device paired with a subscription service for reminders, refill management, and support. This product often includes a risk-free trial period (typically 30 days), giving you time to try the device before committing. If you decide it is not for you, returning during the trial window unlocks a full refund.

Why you might want to cancel hero

People cancel for different reasons, and your motivation matters when you approach the process.

Common reasons to cancel hero internet

You might switch providers because another operator offers better rates in your area, you have moved house and need a new setup, or you simply no longer need a business phone line. Others cancel because they want to port their existing number to a competitor or consolidate services under one provider. Whatever your reason, Stopee recommends documenting it in writing when you contact Hero support-it helps if you need to dispute a final charge later.

Common reasons to cancel hero health

The smart dispenser may not fit your routine, the interface could feel cumbersome, or the monthly subscription might not align with your budget. Some users find their medication needs change, or their family takes over dispensing duties. If you are within the 30-day risk-free window, you can return the device with no penalty; after that, depreciation and early termination charges may apply, making cancellation a financial decision as much as a practical one.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect you when you cancel services or return goods.

What the law says about cancellation

If a service (like Hero Internet) fails to match the description Hero gave you, or is unfit for purpose, you have the right to cancel and claim a refund or repair, even outside a standard trial period. Hero must also comply with any cancellation notice period stated in their terms; if their contract allows month-to-month cancellation, they cannot demand you stay longer. Stopee emphasises that you are never obligated to stay with a service that does not work for you, provided you follow the stated cancellation process.

Billing disputes and the 30-day window

If Hero charges you incorrectly, you must raise a dispute within 30 days of the invoice date. After 30 days, you lose the right to challenge that charge-this is why Stopee always recommends checking your final invoice before the cutoff. Request an itemised bill showing all charges, and if any line item seems wrong, email Hero support immediately with evidence (screenshots, call logs, or billing statements).

Device returns and refunds

When you return a Hero Health device during the trial period, the Consumer Guarantees Act gives you 12 months to claim a refund if the device is faulty or does not match the description. After the trial, you are governed by Hero's terms; however, if they impose "unreasonable" depreciation charges or refuse to refund without cause, you can escalate to the Commerce Commission or a local disputes tribunal.

How to cancel hero internet

Cancelling your Hero Internet account requires you to follow a specific process to avoid surprise charges and secure written proof.

Step-by-step cancellation process

1. Gather your account details
   • Log in to your Hero Internet account (or locate your most recent invoice) and note your account number, phone number, plan name, and current billing date.
   • Check your Hero Internet terms at herointernet.co.nz/terms.html to confirm the notice period required (typically 30 days before the next billing cycle).
   • Review your current balance: if you have unused credit, note the amount you expect to lose (Hero typically does not refund unused allowances).
2. Contact Hero Internet support
   • Visit the Hero Internet website and locate their support contact form, email address, or phone number.
   • Call or email and clearly state: "I wish to cancel my Hero Internet account effective [date 30 days from now, aligned with your billing cycle]."
   • Provide your account number and confirm your preferred cancellation date. Ask the agent for a confirmation reference number and the name of the staff member assisting you.
3. Handle your phone number and services
   • Warning: If you want to keep your phone number, arrange a port to your new provider before cancelling Hero. Once your Hero account closes, you have limited time to port; delaying costs you the number.
   • If you are porting, provide Hero with your new provider's details and your transfer authorisation code (TOA).
   • If you do not need the number, simply let it expire when your account closes.
4. Request written confirmation
   • Ask Hero support to email you a cancellation confirmation letter stating your account number, cancellation date, and final billing date.
   • Save this email and print a copy-you will need it if Hero bills you after the cancellation date or if you need to dispute a final charge.
5. Monitor your final invoice
   • On or shortly after your stated cancellation date, check your email and bank account for a final invoice from Hero.
   • Compare the charges against your plan: call charges, plan fees, and any prorated amounts should all be itemised.
   • If you spot an error, contact Hero within 7 days with evidence (call logs, billing screenshots) and reference your cancellation confirmation.

Alternative contact methods

Pro tip: If you cannot reach Hero by phone or email, send a formal cancellation letter to their registered address (detailed in the Stopee address section below). Include your account details, desired cancellation date, and a request for written acknowledgement. Send it via registered post so you have proof of delivery; this creates a paper trail if Hero later claims they never received your cancellation request.

How to cancel hero health

Cancelling Hero Health depends on whether you are within the risk-free trial or past it; each path has different financial and logistical steps.

Cancellation during the risk-free trial period

1. Check your purchase date
   • Locate your Hero Health purchase confirmation email or invoice and count forward 30 days-this is your trial window.
   • If you are still within this period, you qualify for a full refund of subscription fees and prepayments, provided you return the device.
2. Contact Hero Health support
   • Email or call Hero Health support and state: "I wish to cancel my Hero Health subscription and return the device under the 30-day risk-free trial."
   • Provide your order number and the date you purchased the device.
   • Ask for return shipping instructions: they will either provide a prepaid label or a return address.
3. Pack and return the device
   • Carefully pack the dispenser and any accessories (cables, charger, instructional materials) in the original packaging if available.
   • Attach the prepaid shipping label or use the provided return address, and send via a tracked carrier (NZ Post Tracked, Courier Post, or similar).
   • Warning: Do not use untracked post; you need proof of delivery to claim your refund.
4. Obtain written confirmation
   • Once Hero Health confirms receipt of the device, ask them to email you a return confirmation and refund authorisation.
   • The refund should process within 10-14 working days; verify it appears in your bank account.
   • If it does not arrive, contact your bank and ask them to trace the refund using the transaction reference from Hero Health.

Cancellation outside the risk-free trial

1. Understand your options
   • Once the 30-day trial ends, you are no longer eligible for an automatic full refund; however, you can still cancel the subscription and stop paying monthly fees.
   • The device remains yours, though Hero may apply depreciation charges and early termination fees depending on your subscription contract length.
2. Contact Hero Health to negotiate
   • Email or call Hero Health and ask: "I want to cancel my subscription. What is my remaining obligation, and can you waive any early termination fees?"
   • Some companies will negotiate, especially if you are professional and explain your reason (budget, no longer needed, etc.).
   • Ask for a written quote of all cancellation costs before you agree to proceed.
3. Review the final charges
   • Stopee recommends checking the quote against your contract: does it match the terms you signed?
   • If charges seem excessive or unfair, you can escalate via the Commerce Commission or a disputes tribunal, particularly if Hero is being unreasonable.
4. Authorise the cancellation
   • Once you accept the final charges, ask Hero to send you a cancellation confirmation email with the cancellation date, any final payments due, and the date your subscription ends.
   • Keep this email for your records.

What happens after you cancel

Cancellation marks the end of your relationship with Hero, but several things happen behind the scenes that you should track.

Service access and device functionality

Once your Hero Internet account closes, you lose access to your cloud phone service. Any inbound calls to your Hero number will not connect unless you have ported the number to another provider. If you use Hero Health, the dispenser may continue to function if you keep power supplied, but you will lose access to cloud features, refill synchronisation, and support-essentially, you own a device with no active service behind it.

Final billing and account closure

Hero will send a final invoice covering charges up to your cancellation date. This invoice includes any prorated amounts (if you cancel mid-month), outstanding call charges, or early termination fees (Hero Health only). You are responsible for paying this balance; Stopee recommends setting a calendar reminder to check for this invoice within 5 working days of your cancellation date. If you do not see it, contact Hero and request an itemised copy.

Data and account records

After cancellation, you may lose access to call logs, billing history, and account settings. Before your cancellation date arrives, download or screenshot any records you might need later (tax invoices for business use, call records for disputes, or account statements). Hero is not obligated to keep these indefinitely after you cancel, so take action proactively.

Will you get a refund

Refunds depend entirely on which Hero service you are cancelling and whether you meet specific conditions.

Hero internet refund policy

Hero Internet does not refund unused plan credit or allowances once your subscription is active. This means if you have a 500-minute plan and use only 100 minutes before cancelling, the remaining 400 minutes (and their cost) are forfeited. However, if you discover billing errors-overcharges, duplicate fees, or incorrect call charges-you can request a refund by raising a dispute within 30 days of the invoice date. Stopee advises keeping detailed call logs and comparing them against your invoice; if they do not match, submit your evidence and ask for an adjustment.

Hero health refund policy

Hero Health offers a full refund (subscription fees plus prepayments) if you return the device during the 30-day risk-free trial. Outside this window, refunds depend on your contract length and Hero's depreciation schedule. Some customers have negotiated partial refunds by citing the Consumer Guarantees Act (if the device is faulty) or arguing that early termination fees are unfair. Document everything: return dates, receipt confirmation, and all communications with Hero support. If a refund dispute escalates, this paper trail becomes your evidence.

Hero pricing and plan details

Understanding what you are paying helps you decide whether cancellation makes financial sense.

Hero internet monthly plans

Pro tip: If you are on Flexi Premium (NZ$40.25/month) but only use Cloud Line features (NZ$4.60/month), cancelling your current plan and switching to Cloud Line saves you about NZ$35 per month. Before you cancel entirely, ask Hero if you can downgrade instead-sometimes a plan change costs less than cancelling and re-joining later.

Common mistakes when cancelling hero

Cancellation feels straightforward until something goes wrong-here are the pitfalls Stopee has seen catch customers off guard.

Forgetting to port your phone number first

This is the most painful mistake. You cancel your Hero Internet account, and only then realise you never arranged to port your phone number to your new provider. Once your Hero account closes, your number is deactivated within days. Your new provider cannot activate a deactivated number, and reclaiming it is nearly impossible. Always port first, then cancel. Check with your new provider to confirm they have received your transfer authorisation code (TOA) before you formally cancel with Hero.

Cancelling without checking your final invoice deadline

Hero will send a final invoice, but if you do not check it within 30 days, you lose your right to dispute charges under New Zealand consumer law. Mark your calendar: 30 days from cancellation date is your deadline to spot and report errors. If you miss it, you are stuck paying charges you may not owe.

Not keeping cancellation confirmation in writing

A phone call to Hero support feels like a real cancellation, but without written proof, Hero can claim they never received your request. Always ask for a confirmation email; if they refuse, send a formal written cancellation notice via registered post and keep the delivery receipt. Stopee recommends treating cancellation like a business transaction: every step should be documented.

Returning hero health device without tracking

You pack up the dispenser and post it via standard mail, thinking you are entitled to your refund. Two weeks pass, no confirmation arrives. You contact Hero, and they say they never received it. Without a tracking number or delivery signature, you have no proof you returned it, and Hero keeps your money. Always use tracked shipping (NZ Post Tracked or Courier Post minimum) and request written confirmation once Hero receives the package.

Assuming "risk-free" means no questions asked

Hero Health's 30-day trial is generous, but "risk-free" has limits. If you have used the device extensively and then return it claiming it is not what you expected, Hero may dispute your refund claim. Keep the device in good condition during the trial; if you damage it, Hero can refuse the refund or deduct repair costs. Read the trial terms carefully and stay within them.

Checklist before you cancel hero

Use this checklist to ensure you have completed every step and avoided surprises.

How stopee can help you

Cancelling Hero does not have to be stressful. Stopee has helped thousands of consumers cancel services, navigate refund disputes, and understand their consumer rights-and we are here to support your Hero cancellation too.

Visit Stopee (stopee.com) to access free cancellation templates, dispute letter generators, and step-by-step guides tailored to New Zealand companies. If Hero refuses to cancel, disputes a refund, or charges you after your cancellation date, Stopee can help you draft a formal complaint to the Commerce Commission or a disputes tribunal. Our consumer advocacy experts understand the loopholes, the law, and the timelines-we ensure you do not miss critical deadlines or leave money on the table.

The Stopee platform also lets you track your cancellation progress, set reminders for invoice deadlines, and keep all correspondence in one place. Whether you are cancelling Hero Internet, Hero Health, or both, Stopee empowers you with knowledge, tools, and confidence every step of the way.

Contact details and address for hero

If you need to send formal correspondence or escalate a complaint, use these contact details.

Hero internet ltd registered office

Hero Internet Ltd
Level 9, Queen Street
Auckland, New Zealand PO Box [if applicable, per Companies Office record]
Auckland, New Zealand

Pro tip: When sending a cancellation notice by post, address it to "Customer Service Team, Hero Internet Ltd" and include "CANCELLATION REQUEST" in bold on the envelope. Send via NZ Post Registered Mail or Courier Post and request a delivery signature-this is your proof Hero received your cancellation notice.

Escalation contacts

If Hero refuses to cancel, denies a refund, or violates the Consumer Guarantees Act, you can escalate your complaint to:
Commerce Commission - complaints.comcom.govt.nz or 0800 943 600
Disputes Tribunal - disputes.govt.nz (for claims under NZ$15,000)
Your bank or payment provider - if you paid by credit card, you can request a chargeback for unauthorised charges after cancellation.

Summary

Cancelling Hero requires you to act deliberately and document every step. Whether you are closing a Hero Internet account or returning a Hero Health dispenser, the process hinges on gathering your account details, notifying Hero formally, securing written confirmation, and monitoring your final invoice within 30 days. New Zealand's Consumer Guarantees Act and Fair Trading Act protect you if Hero breaches the terms or charges unfairly-use these rights as leverage if disputes arise. Stopee is here to guide you through each decision and ensure you emerge from cancellation with your refund intact and your rights respected. Visit Stopee today and take control of your cancellation journey.