Manage Hubble

How to cancel hubble in new zealand and protect your rights

Understanding hubble and why you might want to cancel

Hubble operates two separate product lines in New Zealand: Hubble Contacts (prescription contact lens subscriptions) and Hubble Connected (smart baby monitors with optional cloud storage and app subscriptions). Both services use automatic renewal and subscription billing, which means you need to take deliberate action to stop charges from hitting your bank account each month or year.

Whether you've found a cheaper supplier, moved to daily disposables, or simply want to switch providers, understanding how Hubble's cancellation process works will save you time, frustration and money. At Stopee, we've guided thousands of New Zealand customers through subscription cancellations, and we know the common pitfalls that catch people off guard.

The two hubble services explained

Hubble Contacts lets you order prescription contact lenses on a recurring schedule. You manage your subscription through Hubble's Member Portal, where you control delivery frequency and pause or cancel orders before they ship. Once lenses ship, your card is charged, and cancelling after shipment typically won't prevent that charge.

Hubble Connected is their smart baby monitor ecosystem. If you purchased a subscription through the Apple App Store or Google Play, your cancellation happens through those platforms, not through Hubble directly. This is a critical distinction that trips up many New Zealand customers.

Why stopee exists for you

Subscription companies rely on inertia and friction to keep you paying. Dark patterns like hidden cancellation buttons, long hold times, and unclear refund policies are industry standard. Stopee cuts through that noise by giving you step-by-step, legally backed guidance so you cancel quickly and claim every refund you're entitled to under New Zealand consumer law.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect you when you buy goods and services, including subscriptions. Understanding these rights is your strongest tool when dealing with Hubble or any other provider.

What the consumer guarantees act covers

When you purchase contact lenses from Hubble, those goods must be of acceptable quality, fit for purpose, and match any description Hubble provides. If your lenses arrive damaged, defective, or don't match your prescription, you have the right to a refund, replacement, or repair at no cost.

For smart baby monitors and devices, the same principle applies. If Hubble's device is faulty or unsafe within a reasonable timeframe, you can demand a refund. For cloud services and apps, the Consumer Guarantees Act also applies: the service must be delivered with reasonable care and skill, and meet any express promises Hubble made.

Cooling-off and cancellation rights

In New Zealand, you have a statutory 14-day cooling-off period for distance contracts (purchases made online or by phone). This means you can cancel most Hubble subscriptions within 14 days of purchase, even if nothing is wrong, and receive a refund minus any service already delivered.

After 14 days, you can still cancel, but Hubble may charge you for services or goods already provided. However, if Hubble has engaged in misleading conduct, failed to disclose cancellation terms clearly, or breached consumer guarantees, the Fair Trading Act gives you grounds to escalate to the Commerce Commission.

Hubble pricing in new zealand

Knowing what you're paying each month helps you spot billing issues and decide whether the service justifies its cost. Hubble's New Zealand prices differ from USD rates because of local taxes and currency conversion through the app stores.

Current NZ pricing for hubble connected subscriptions

Hubble Contacts pricing varies depending on your prescription and lens brand, but you'll see the exact cost before checkout. Stopee recommends comparing your current Hubble Contacts rate against competitors like Specsavers or independent optometrists to confirm you're getting value for money.

Why annual plans often hide poor value

Paying annually upfront (like NZ$99.99 for Standard) feels like a discount, but you lose flexibility. If you cancel mid-year, Hubble may not refund unused months. Always calculate the monthly equivalent and ask yourself: would I pay this month-to-month? If the answer is no, don't lock yourself into a year.

How to cancel hubble contacts

Cancelling your contact lens subscription requires speed and timing. Your main goal is to cancel before your next order ships and your card is charged. After shipment, most cancellations won't prevent that charge, though you may return unopened stock.

Cancellation process for hubble contacts

1. Log into your Hubble Member Portal at the Hubble Contacts website
   • Use your email address and password
   • If you've forgotten your password, use the "Forgot Password" link to reset it
2. Navigate to your account or subscription settings
   • Look for tabs labelled "My Subscriptions," "Orders," or "Account Settings"
   • You should see your active contact lens subscription with the next delivery date
3. Click the cancellation or pause option next to your subscription
   • Warning: Some subscriptions offer "Pause" instead of "Cancel." Pause temporarily stops deliveries but keeps the subscription active; Cancel removes it permanently
   • Choose Cancel unless you plan to resume within 3 months
4. Confirm your cancellation and check for a confirmation email
   • Hubble should send you a confirmation email within 10 minutes
   • Save this email as proof of cancellation
   • Pro tip: Screenshot your Member Portal after cancellation showing "Subscription Cancelled" or similar status
5. Verify no charge appears on your next billing date
   • Check your bank or credit card statement 5-7 days after your original delivery date
   • If a charge appears after cancellation, contact Hubble immediately with your confirmation email

Alternative: cancel by phone or chat

If you prefer human contact or the Member Portal isn't cooperating, you can cancel directly with Hubble's customer service team. Chat is usually fastest; phone may involve hold times.

• Use the chat feature on the Hubble Contacts website during business hours
• Have your account email and order number ready
• Tell the agent: "I want to cancel my contact lens subscription effective immediately"
• Ask for a cancellation confirmation email and note the agent's name and time of contact
• If the agent refuses without reason, escalate: "This is my right under New Zealand's Consumer Guarantees Act. Please process this cancellation or connect me to a manager"

How to cancel hubble connected subscriptions

If you subscribed to HubbleClub or cloud storage through the Apple App Store or Google Play Store, Hubble doesn't process your cancellation directly. You must cancel through the app store where you made the purchase. This is a critical step that many customers miss, leading to unwanted charges months after they thought they cancelled.

Cancel via apple app store (iPhone, iPad, mac)

1. Open the App Store app on your iOS or macOS device
2. Tap or click your profile icon (top right corner)
3. Select "Subscriptions"
4. Find "Hubble" in the list and tap it
5. Tap "Cancel Subscription" (or "Edit Subscription" then "Cancel")
   • Warning: Do not tap "Delete App." That removes the app from your device but does NOT cancel the subscription
6. Follow the on-screen prompts to confirm cancellation
   • Apple will ask if you want to keep using the app until your current billing period ends (you do)
   • Confirm the cancellation
7. Check your email for an Apple Store receipt confirming cancellation
   • This email should arrive within 10 minutes
   • Save it as proof

Cancel via google play store (Android)

1. Open the Google Play Store app on your Android device
2. Tap your profile icon (top right)
3. Select "Payments and subscriptions," then "Subscriptions"
4. Tap "Hubble" from the list
5. Tap "Cancel subscription"
   • Google will prompt you to confirm
   • You may see a "Keep subscription" offer; ignore it
6. Confirm cancellation by tapping "Cancel subscription" again
7. You'll see a confirmation message; take a screenshot
8. Check your email for a Google Play confirmation
   • Arrive within 10 minutes, usually from noreply@google.com

Verify cancellation across both platforms

After cancelling through either app store, use Stopee's verification checklist: log back into the app store subscription settings 5 minutes later and confirm Hubble is no longer listed. If it still appears, repeat the cancellation steps. Sometimes app stores cache old data, so try logging out and back in.

What happens after you cancel

Cancelling your subscription is only the start. Understanding what changes after you hit that button prevents surprises and helps you catch billing errors.

Access and service after cancellation

For Hubble Contacts, access stops immediately. You won't be able to reorder through your subscription, though you can still order single boxes at full price if needed. Any unopened stock you've already received can be returned within 14 days.

For Hubble Connected subscriptions (cloud storage, advanced recording features), you'll retain access until the end of your current billing period. If you subscribed for a year and cancel in month three, your service continues until month 12. After that date, the app stops working and you lose access to cloud recordings.

Auto-renewal and billing verification

Once Hubble processes your cancellation, no future charges should occur. However, billing systems sometimes lag or glitch. Pro tip: Check your bank statement 10 days after your original billing date. If a charge appears, contact your bank immediately and provide them with your Hubble cancellation confirmation email. Your bank can dispute the charge as unauthorised if you have clear proof of cancellation.

Stopee strongly recommends setting a phone reminder for your next billing date (usually 30 days from now) to verify no charge appeared. Taking 2 minutes to check now prevents hours of dispute calls later.

Device recordings and data backup

If you're cancelling Hubble Connected, your baby monitor device itself doesn't stop working when the subscription ends. However, cloud-stored recordings and advanced features (like 10-day motion storage) become unavailable. Before you cancel, download any important recordings to your phone or computer. Hubble's app usually includes a download button for each video. Once your subscription ends, you lose access to these files on Hubble's servers, so act fast.

Will you receive a refund?

Refunds depend on what you're cancelling and when. New Zealand consumer law is firmly on your side, but you need to know the rules to claim what's owed to you.

Hubble contacts refunds

If you cancel before your order ships, no charge occurs and no refund is needed. If you cancel after shipment but the box arrives unopened, you can return it within 14 days of receipt for a full refund, excluding delivery and handling fees (typically NZ$5-10 per order).

Under the Consumer Guarantees Act, if your lenses are defective, damaged, or don't match your prescription, you have 14 days to report the issue and claim a refund. Opened or used lenses can be exchanged at no cost if you report the problem within 14 days, but refunds apply only to unopened stock.

Hubble connected (devices and subscriptions) refunds

If your Hubble baby monitor arrives damaged or faulty, you can claim a full refund if you report it within 7 days. For defective devices, Hubble's standard policy offers replacement or repair; if neither option is satisfactory, you can demand a refund under the Consumer Guarantees Act.

For cloud subscription refunds, your 14-day cooling-off right applies. If you cancel within 14 days of purchase, you can reclaim your subscription fees minus any service already delivered (e.g., cloud storage used, days accessed). After 14 days, Hubble may charge a service fee for the period you used, so refunds become partial or nil.

Escalation if hubble refuses

If Hubble denies your refund claim without valid reason, contact the Commerce Commission (New Zealand's consumer watchdog). You can file a complaint online at www.comcom.govt.nz. Include your cancellation confirmation email, bank statements, and a brief summary of why you believe the refund is owed. The Commerce Commission can investigate and force Hubble to comply with consumer law.

Common mistakes that cost you money

We understand the frustration of trying to cancel a subscription and hitting unexpected roadblocks. Most customers make one or two of these mistakes, and they end up paying for months longer than planned.

Mistake 1: cancelling the app instead of the subscription

Deleting the Hubble app from your phone does absolutely nothing to your subscription. Many New Zealand customers delete the app, assume they've cancelled, and are shocked to see a charge three weeks later. The only way to stop charges is to cancel the subscription in your app store settings, not delete the app.

Fix: If you've already deleted the app, reinstall it, then follow the cancellation steps in this guide under "Cancel Hubble Connected subscriptions."

Mistake 2: confusing pause with cancel

Hubble Contacts' Member Portal offers a "Pause" button and a "Cancel" button. Pausing temporarily stops deliveries but keeps your subscription active. You'll still be charged renewal fees, and reactivating is as simple as clicking "Resume." Cancel removes the subscription entirely.

Fix: Log into your Member Portal now and check your subscription status. If it says "Paused," click it and select "Cancel" to remove it permanently.

Mistake 3: not saving cancellation confirmation

You cancel successfully, but Hubble's confirmation email ends up in your spam folder or you don't screenshot your Member Portal. Two weeks later, a charge appears and you have no proof you cancelled. Hubble claims you never submitted a cancellation request, and your bank initially sides with Hubble.

Fix: The moment you see a cancellation confirmation (whether email or on-screen), screenshot it and save it to your phone photos and email. Forward it to yourself with the subject "Hubble Cancellation Proof [Date]" so it's easily searchable. Do this before closing the browser or app.

Mistake 4: cancelling too close to billing day

Your subscription renews tomorrow. You cancel today. Hubble's system may still process today's cancellation as a "cancel after charge" scenario, meaning your card gets charged and you must request a refund. Ideally, cancel at least 3 days before your billing date to ensure your cancellation processes first.

Pro tip: Check your Hubble account today. Note your exact billing date (usually shown as "Next Renewal" or "Next Delivery"). Set a phone reminder for 5 days before that date. Cancel then, not on the day before.

Hubble cancellation checklist

Use this checklist to confirm you've cancelled correctly and won't face surprise charges. Tick each box before you consider the cancellation complete.

Contact information and next steps

If you've followed this guide and still encounter issues, or if Hubble refuses to cancel or refund, here's how to escalate.

Hubble customer support channels

Hubble does not publish a New Zealand-specific postal address for cancellations. All cancellations are handled through your Member Portal (Hubble Contacts), app store settings (Hubble Connected), or by contacting Hubble's customer service via chat or phone. Use the chat feature on their website first for speed; phone support may involve waiting.

When you contact Hubble, be clear and firm: "I want to cancel my subscription effective immediately. Please confirm in writing via email. I understand my cancellation rights under New Zealand's Consumer Guarantees Act."

If hubble doesn't cooperate

Contact the Commerce Commission at www.comcom.govt.nz or call 0800 943 600. File a formal complaint if Hubble:

• Refuses to cancel after multiple requests
• Continues charging after you've submitted a cancellation with proof
• Denies a refund that falls within 14-day cooling-off rights
• Fails to honour Consumer Guarantees Act protections for defective goods or services

Your bank can also dispute unauthorised charges if Hubble continues billing after you've provided cancellation proof. Call your bank's dispute team and provide them with your cancellation confirmation email.

Why stopee is your ally in subscription cancellations

Thousands of New Zealand consumers have used Stopee guides to cancel subscriptions, claim refunds, and avoid dark patterns. Subscription companies bank on customers giving up or forgetting to cancel. Stopee exists to level the playing field by arming you with clear, legally backed steps so you stay in control of your money and your account.

Whether you're cancelling Hubble Contacts, Hubble Connected, or any other recurring service, Stopee's mission is simple: your subscription should work for you, not against you. By following the steps in this guide and using the checklist to verify each stage, you've already taken the most important action: you've decided to take ownership of your cancellation.

Keep your cancellation confirmation email and screenshots. Note the exact date you cancelled. Check your bank statement 10 days later. And remember: if Hubble argues or refuses, you have the law on your side. Stopee has helped thousands of consumers cancel subscriptions and reclaim refunds. You're next.