Manage Hotmart

How to cancel your hotmart account and claim your refund in new zealand

What hotmart is and how it works

Hotmart is a global digital commerce platform that connects course creators, software developers, and digital product sellers with customers worldwide. The platform handles payment processing, digital product delivery, and customer account management-but it does not create the courses or products themselves. Creators set the terms, including refund windows and subscription rules, and Hotmart enforces those rules on your behalf.

Understanding how Hotmart operates is the first step toward cancelling with confidence. At Stopee, we know that many New Zealand consumers feel trapped by unclear billing systems, so we've built this guide to walk you through every cancellation scenario Hotmart offers.

How hotmart processes payments

Hotmart operates in two payment environments. When you buy through Hotmart's website (consumer.hotmart.com), Hotmart processes your payment, manages your refund eligibility, and controls cancellation. When you buy through Apple App Store or Google Play, those app stores own the transaction-Hotmart cannot cancel or refund app-store purchases directly.

This distinction matters enormously. Cancelling an app-store purchase requires you to contact Apple or Google, not Hotmart. Stopee recommends checking your purchase receipt immediately to confirm which payment method you used.

Who sets the rules: creators and guarantee periods

Each creator on Hotmart sets their own refund window-typically 7, 15, 21, or 30 days. This "guarantee period" is your window to request a cancellation and refund. After the guarantee expires, refunds are rarely granted, even if you cancel the same day.

Your purchase details on your Hotmart account show the exact guarantee period for each product. Check that period first; it determines whether you can cancel with a refund or simply stop future charges.

New zealand consumer rights and hotmart

New Zealand's Consumer Guarantees Act 1993 protects you when you purchase digital products and services, including online courses and subscriptions through platforms like Hotmart.

Your statutory rights under the consumer guarantees act

The Consumer Guarantees Act gives you the right to receive goods and services that are of acceptable quality, fit for purpose, safe, and as described. If a digital product you purchase through Hotmart does not match its description or is faulty, you can request a refund or replacement within a reasonable time frame-even if Hotmart's internal guarantee period has expired.

If a creator on Hotmart markets a course as "beginner-friendly JavaScript" but delivers advanced code with no introduction, that breaches the Consumer Guarantees Act. You have grounds to escalate beyond Hotmart's standard refund window. Stopee advises keeping your purchase confirmation and screenshots of any misleading product descriptions; these are your evidence if you need to pursue a complaint.

Unsolicited billing and automatic renewal

Under New Zealand law, merchants cannot charge your card without clear consent to automatic renewal. If Hotmart or a creator on the platform charged you for a subscription you did not authorise, or failed to provide clear cancellation instructions before renewing, you can dispute the charge through your bank or seek a reversal through the Commerce Commission.

Stopee recommends documenting the exact dates of each charge and comparing them to your email confirmations. If charges appeared without warning, escalate to your bank immediately.

Where to escalate if hotmart refuses

If Hotmart denies your refund request and you believe you have a valid claim under the Consumer Guarantees Act or Fair Trading Act, contact the Commerce Commission (comcom.govt.nz). They investigate consumer complaints and can compel merchants to refund or compensate you. You can also lodge a dispute with your bank if a charge was unauthorised.

How to cancel a one-time hotmart purchase

One-time purchases (single courses or digital products without recurring billing) can be cancelled and refunded only within the product's guarantee period, which the creator sets at the time of sale.

Step-by-step cancellation for single purchases

1. Log in to your Hotmart account at consumer.hotmart.com using your email and password.
   • If you cannot remember your password, click "Forgot password?" and follow the email reset link.
2. Locate the purchase you wish to cancel by navigating to your purchase history or "My Products."
   • Open the product details; you will see the guarantee period (e.g., "30-day money-back guarantee") displayed prominently.
3. Check today's date against your purchase date. If you are still within the guarantee period, proceed to the next step. If the guarantee has expired, your cancellation request will likely be denied unless you have a Consumer Guarantees Act claim (see above).
   • Pro tip: Hotmart's guarantee period is strict. Do not assume you have extra time after the stated period ends.
4. Click "Cancel" or "Request refund" on the purchase details page.
   • Some products may ask you to provide a reason for cancellation; select the most accurate option or leave a brief note if applicable.
5. Submit your cancellation request and confirm via any follow-up email from Hotmart.
   • Hotmart will send you a confirmation email. Keep this email as proof of your request.
6. Wait for processing. Hotmart typically processes refunds within 2-5 business days, though your bank may take a further 3-7 business days to credit your account.
   • Warning: Do not assume the refund is lost if you do not see it within one week; contact Hotmart support if it exceeds 10 business days.

What if hotmart denies your cancellation?

Hotmart may deny your request if the guarantee period has expired or if the creator has marked the purchase as non-refundable. If you believe the denial is unfair-for example, the product was mislabeled or broken-gather your evidence (screenshots, product description, purchase confirmation) and contact Hotmart support to appeal. Reference your consumer rights under New Zealand law when you do.

How to cancel a hotmart subscription

Subscriptions charge your card on a recurring schedule (weekly, monthly, or annually, depending on the creator's terms). Cancelling a subscription stops future charges but does not refund amounts already paid.

Cancelling a subscription on the web

1. Log in to consumer.hotmart.com with your account credentials.
2. Navigate to "Subscriptions" or "My Products" and find the active subscription you wish to cancel.
3. Open the subscription details and select "Cancel subscription" or "Cancel."
   • Some products may prompt you to complete a brief survey; this is optional but helps creators improve their offerings.
4. Confirm your cancellation in the pop-up or follow-up page.
   • Hotmart will send you a confirmation email with your cancellation effective date.
5. Verify that the subscription no longer appears in your active subscriptions list.
   • Check your account again after 24 hours to ensure the system has processed your request.

Important: Cancelling your subscription stops future billing but does not refund past charges. If you paid for a one-month subscription in full and cancel on day 15, you will not receive a prorated refund for the remaining days. Only refund requests made within the product's original guarantee period are eligible for refunds.

What happens to your access after cancellation?

Each creator controls post-cancellation access. Some revoke access immediately when you cancel; others allow you to keep viewing the course until your paid period ends. Check the subscription terms or contact the creator directly to confirm your access timeline. Stopee recommends taking screenshots or downloading course materials if you fear access will be revoked.

How to cancel app store subscriptions

If you purchased a Hotmart product or subscription through Apple App Store or Google Play, your payment and cancellation are managed by the app store, not by Hotmart. You must cancel directly with Apple or Google.

Cancelling through apple app store

1. Open the Settings app on your iPhone, iPad, or Mac.
2. Tap your Apple ID profile picture or account name at the top.
3. Select "Subscriptions."
4. Find the Hotmart subscription in your list and tap it.
5. Tap "Cancel subscription" and confirm.
   • Your cancellation takes effect at the end of your current billing cycle; you will retain access until that date.

Cancelling through google play store

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right corner.
3. Select "Manage subscriptions."
4. Find the Hotmart subscription and tap it.
5. Tap "Cancel subscription" and follow the confirmation steps.
   • Your subscription will end on your next billing date.

Pro tip: If you cancel through an app store but Hotmart continues to charge you, contact both your app store and Hotmart support immediately. This may indicate a billing error or duplicate subscription.

Hotmart smart installment plan cancellation

Smart Installment plans break a purchase into multiple payments over time, typically 2-12 instalments. Cancelling an installment plan is possible only within the guarantee period and comes with specific rules.

Cancelling within the guarantee period

If you cancel within the product's guarantee period (e.g., 30 days), you can request a refund of your first payment and stop future instalments. This means Hotmart will refund the first payment you made, and the remaining scheduled payments will not be charged.

1. Log in to consumer.hotmart.com.
2. Navigate to the Smart Installment purchase in your account.
3. Select "Cancel plan" or "Request refund."
4. Confirm your request and wait for Hotmart's confirmation email.

Cancelling after the guarantee period

Warning: Once the guarantee period ends, you cannot cancel a Smart Installment plan, and remaining payments cannot be refunded. The creator's terms are final. If you believe you were misled about the instalment terms, escalate your complaint to the Commerce Commission and reference the Consumer Guarantees Act.

Understanding refunds from hotmart

Refund eligibility on Hotmart depends on the guarantee period, the type of purchase, and consumer protection laws.

When you can claim a refund

How long refunds take

Hotmart refunds are processed to your original payment method within 2-5 business days. Your bank then takes 3-7 business days to credit your account. If your refund was approved on a Monday, expect to see funds between Friday and the following Wednesday. Stopee recommends checking your bank's transaction history if you are unsure whether the refund has landed.

Requesting a refund after cancellation

If you cancelled a subscription and now want a refund for past charges, contact Hotmart support immediately. Explain why you believe the refund is justified (e.g., you cancelled within the guarantee, or the product was faulty). Attach screenshots of your purchase confirmation and any communications with the creator. Hotmart is more likely to approve refunds that are requested promptly and supported by clear reasoning.

What happens after you cancel

Cancelling a subscription or purchase does not delete your Hotmart account or erase your purchase history. Understanding what remains accessible after cancellation helps you avoid surprises.

Your account after cancellation

Your Hotmart account remains active even after you cancel all subscriptions and purchases. Your account profile, purchase receipts, and download links (if the creator provided them) typically remain visible in your "My Products" section. You can log back in at any time to re-purchase or access archived materials.

If you wish to delete your Hotmart account entirely, contact Hotmart support and request account deletion. They will guide you through the process and may ask you to confirm your identity. Stopee advises downloading or screenshotting any important receipts or course materials before requesting deletion, as you will lose access.

Access to digital content after cancellation

Creator policies vary. Some allow lifetime access to purchased courses even after subscription cancellation; others revoke access immediately. Your purchase confirmation or course welcome email should state the access terms. If it does not, contact the creator directly via the email address listed in your Hotmart purchase details.

Stopping future communications

When you cancel a subscription, you may still receive emails from Hotmart or the creator (e.g., newsletters, product announcements). To unsubscribe from marketing emails, scroll to the bottom of any Hotmart email and click "Unsubscribe." If emails persist, log in to your account settings and update your communication preferences or contact Hotmart support.

Common cancellation mistakes to avoid

Cancelling a digital subscription can feel like navigating a maze. Many New Zealand consumers stumble on preventable errors that delay refunds or result in unexpected charges.

Mistake 1: cancelling after the guarantee expires

The most common error is waiting too long to cancel. Mark your guarantee period end date in your calendar on the day you purchase. If you discover a problem with the course on day 32 of a 30-day guarantee, Hotmart will almost certainly deny your refund request. Act within the window.

Mistake 2: confusing web and app cancellations

If you bought through Apple or Google, cancelling on the Hotmart website will not stop app-store charges. You must cancel through the app store itself. Similarly, cancelling a Hotmart web subscription will not affect an app-store subscription you started separately. Check all your payment sources.

Mistake 3: assuming cancellation equals refund

Cancelling a subscription halts future charges but does not automatically refund past payments. You must request a refund separately if you are within the guarantee period. Do not assume silence means approval; follow up with Hotmart if you do not receive a confirmation email within 24 hours.

Mistake 4: not documenting your request

Take screenshots of your cancellation request and save Hotmart's confirmation email. If a dispute arises-for example, Hotmart claims you never cancelled, or your refund does not arrive-you need proof of your action. Stopee has helped thousands of consumers resolve billing disputes simply by producing a timestamped confirmation.

Mistake 5: ignoring the consumer guarantees act

Many New Zealand consumers accept Hotmart's "guarantee expired" denial without realizing they may have a statutory right to a refund under the Consumer Guarantees Act. If the product was faulty or mislabeled, the law protects you beyond Hotmart's internal windows. Do not give up; escalate.

Refund timeline and tracking

Understanding when your refund should arrive helps you spot problems early.

Step-by-step refund timeline

1. You request a refund within the guarantee period (Day 0).
2. Hotmart confirms receipt of your request via email (same day or within 24 hours).
3. Hotmart processes and approves your refund (1-3 business days).
4. Hotmart initiates a credit to your original payment method (Day 3-5).
5. Your bank processes the incoming credit and updates your account balance (Day 5-12 from your original request).

Pro tip: If you do not see a refund confirmation email within 24 hours of requesting cancellation, contact Hotmart support. It may have been flagged as spam or delayed in their system.

Tracking a missing refund

If 10 business days have passed and you have not received your refund:

• Check your email (including spam) for Hotmart's confirmation message.
• Log in to your Hotmart account and verify that your refund request shows as "approved" or "processed."
• Contact your bank and ask whether a credit from Hotmart has been received but not yet posted to your account.
• Email Hotmart support with your transaction ID and request a status update.
• If Hotmart does not respond within 5 business days, file a complaint with the Commerce Commission and provide your documentation.

Hotmart account contact details for new zealand

Hotmart does not maintain a physical office in New Zealand. The company's registered headquarters is in the Netherlands. For customer support, you must contact Hotmart online or through their support portal.

How to reach hotmart support

• Email: Contact Hotmart via the support form at help.hotmart.com or reply to any confirmation email you received from Hotmart.
• In-app chat: Log in to consumer.hotmart.com and use the chat widget in the bottom right corner during business hours.
• Help portal: Visit help.hotmart.com and search your issue; many answers are available 24/7.

Response times vary but typically range from 24-48 business hours. Stopee advises including your full transaction ID, purchase date, and a clear description of your issue in your first message to speed up resolution.

Escalation pathways for new zealand consumers

If Hotmart refuses to help or does not respond:

• Your bank: File a chargeback dispute if Hotmart charged you without permission or refused a valid refund request.
• Commerce Commission: Lodge a formal complaint at comcom.govt.nz if you believe Hotmart or a creator breached the Consumer Guarantees Act or Fair Trading Act.
• Stopee: Use Stopee.com to track your cancellation, escalate disputes, and access consumer advocacy resources.

Key takeaways and your next steps

Cancelling Hotmart in New Zealand requires you to act quickly, document everything, and understand your rights under the Consumer Guarantees Act. The guarantee period is your most critical deadline; check it immediately and set a calendar reminder.

If you bought on the web, cancel on the web. If you bought via Apple or Google, cancel through that app store. Request refunds within the guarantee period, keep all confirmation emails, and escalate to the Commerce Commission if Hotmart refuses an unfair denial.

Stopee has helped thousands of New Zealand consumers cancel subscriptions, recover refunds, and navigate billing disputes with digital platforms. Visit stopee.com to find additional guides, track your cancellation, or report a problem with Hotmart. We empower you to take control of your subscriptions and protect your rights.