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Cancel Mytime: The Right Way
How to cancel MyTime: the practical guide for new zealand users
Understanding MyTime and why you might want to cancel
MyTime is an online appointment scheduling and management platform used by salons, spas, wellness centres and service businesses across New Zealand. The system lets customers book appointments, manage cancellations, purchase packages and pay through a streamlined digital experience. Staff members use the Scheduler App to manage bookings and track client activity from their end.
If you've signed up for a MyTime account or purchased services through the platform and now want to step away, you're not alone. Stopee helps thousands of New Zealand consumers understand their cancellation rights and take action.
What MyTime offers
MyTime provides white-label booking widgets, automated appointment reminders, package sales, deposit management and integrated payment processing. Businesses configure their own cancellation policies, so what's allowed on one salon's MyTime platform may differ from another. This flexibility is useful for businesses but can sometimes confuse customers about what they're entitled to cancel and when.
Common reasons to cancel
You might want to cancel a MyTime account or upcoming appointment because you've found another provider, no longer need the service, prefer to book in person, or disagree with the business's cancellation policy. Whatever your reason, Stopee empowers you to cancel confidently and understand your rights 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 purchase services. Understanding these rights is essential before you cancel.
The consumer guarantees act and service cancellations
Under the Consumer Guarantees Act, services must be of acceptable quality, fit for purpose and supplied within a reasonable timeframe. If a salon or service business has breached these guarantees, you may have grounds to demand a refund or repair, even if the business's stated cancellation policy says otherwise.
If you booked a service through MyTime and the business failed to deliver (for example, the appointment never took place, was cancelled by them, or the service was of poor quality), you can escalate your complaint beyond the MyTime platform directly to the business. If the business refuses to acknowledge the Consumer Guarantees Act, contact the Commerce Commission (comcom.govt.nz) or the Citizens Advice Bureau for guidance.
Statutory cooling-off periods and distance sales
If you purchased a package or prepaid service via MyTime online without visiting the business in person, you may qualify for a 14-day cooling-off period under the Consumer Guarantees Act for distance sales. This means you can request a refund within 14 days of purchase if you simply change your mind, provided the service hasn't been delivered yet.
MyTime's own terms state that sales made through the platform are final, but your statutory rights under New Zealand law override contradictory business terms. Stopee recommends contacting the business directly within 14 days of purchase and citing the Consumer Guarantees Act if they initially refuse a refund.
How to cancel your MyTime appointment
Cancelling an appointment on MyTime is straightforward, but the outcome depends on the business's cancellation policy and whether you're within the allowed cancellation window.
Cancelling via the booking page or guest app
- Open the business's MyTime booking page or the white-label Guest App on your mobile device.
- Navigate to your upcoming appointments and locate the one you want to cancel.
- Tap or click the "Cancel" button next to the appointment.
- Review the cancellation policy displayed on screen, which shows whether a cancellation fee applies and the deadline for free cancellation.
- If the business allows cancellations up to 24 hours before the appointment, you'll see confirmation that no fee applies.
- If you're within a restricted window (for example, less than 24 hours notice), the policy will display any automatic fee that will be charged to your card on file.
- Confirm your cancellation by tapping or clicking the final confirmation button.
- You'll receive an on-screen confirmation and typically an email receipt from the business. Keep this record for your own files.
Pro tip: If the MyTime Guest App doesn't show a "Cancel" button, the business may have disabled self-service cancellations. In this case, you'll need to contact the business directly by phone or email to request a cancellation.
Cancelling directly with the business
If you can't find the cancellation option on MyTime or the Guest App, reach out to the salon, spa or service provider by phone, email or in person. The business is ultimately responsible for your cancellation, not MyTime itself. MyTime is merely the booking platform they've chosen to use.
- Find the business's contact details (phone number or email) on their website or MyTime booking page.
- Call or email them directly and clearly state you want to cancel your appointment.
- Ask them to confirm the cancellation in writing (email) and provide a reference number or confirmation code.
- Clarify their cancellation policy upfront so you understand whether a fee will apply.
- If a fee is charged, ask the business to justify it under their stated policy and confirm the amount in writing.
Warning: Some businesses may claim they can only cancel through the MyTime app, but they have the authority to cancel on your behalf via the Scheduler App. If they refuse, escalate to the business manager or owner and restate that you're requesting a cancellation within your consumer rights.
Refunds, fees and what happens after you cancel
Cancellation outcomes on MyTime depend entirely on the business's settings and your timing. Stopee helps you understand what to expect and how to challenge unfair charges.
Understanding MyTime cancellation fees
When you cancel within a restricted window, MyTime's system automatically charges a fee to your card on file if the business has configured one. This fee is set by the business, not by MyTime. The system creates two tickets: one to void your original appointment and another to record the cancellation fee charge.
MyTime's help documentation does not establish a blanket exemption from cancellation fees. However, New Zealand consumer law may protect you. If the cancellation fee is unfair, excessive or not clearly communicated before booking, you may challenge it under the Fair Trading Act, which prohibits misleading or unconscionable conduct.
Package refunds and prepaid services
If you purchased a package (for example, 10 massage sessions) through MyTime and want to cancel, the outcome depends on whether the business allows refunds after packages are partly used.
- Contact the business and ask whether they offer package refunds.
- If they refuse, remind them of your rights under the Consumer Guarantees Act: if the package was misrepresented, unfit for purpose or of unacceptable quality, you may demand a refund.
- Request written confirmation of their refund decision and the reason.
- If the business refuses to budge and you believe the refusal is unfair, file a complaint with the Commerce Commission (comcom.govt.nz) or seek advice from the Citizens Advice Bureau.
Pro tip: Stopee recommends keeping all emails, booking confirmations and cancellation receipts. These documents are evidence if you need to escalate a dispute about a refund or fee.
What happens to your data and account after cancellation
Cancelling a single appointment does not delete your MyTime account or customer profile with the business. Your appointment history, saved payment methods and personal details remain in the system. If you want to be removed entirely, you'll need to request account deletion from the business separately.
Many businesses are reluctant to delete customer data because it removes appointment history. However, under the Privacy Act 2020, you have the right to request deletion of your personal information if it's no longer needed. Contact the business's data protection or privacy contact and cite the Privacy Act if they refuse without good reason.
Pricing and what you're paying for
MyTime itself is a booking platform; the prices you see are charged by the individual businesses using the system, not by MyTime directly.
Service costs and deposits
| Service type | Typical cost range (NZD) | Deposit required? | Cancellation impact |
|---|---|---|---|
| Hair styling (wash and blow dry) | $45-$95 | Often 20-50% | Deposit usually non-refundable if cancelled within 24 hours |
| Massage (60 minutes) | $80-$150 | Often 25-100% | Deposit forfeited if cancelled late; full refund if cancelled 48+ hours prior |
| Spa packages (multi-service) | $200-$500 | Often 50-100% | Full package cost due if cancelled within restricted window |
| Fitness or wellness classes | $15-$40 per session | May require package purchase | Package non-refundable; single sessions may be cancelled free within 24 hours |
| Package deals (bulk discounts) | $200-$1000+ | Full upfront payment | Usually non-refundable after first use; escalate to consumer authority if unfair |
Deposits on MyTime are normal but can sometimes feel punitive if the business's cancellation window is short. Stopee advises reading the cancellation policy carefully before booking and paying any deposit.
Common mistakes when cancelling on MyTime
Cancelling through a digital platform can be confusing, and small errors can cost you. Here's how to avoid the most common pitfalls.
Waiting until the last minute
Many users assume they can cancel right up to their appointment time. In reality, most businesses on MyTime enforce 24-hour or 48-hour cancellation deadlines. If you cancel within that window, you'll be charged the full fee.
Set a reminder on your phone for 48 hours before your appointment if you think you might need to cancel. This gives you a buffer to request a free cancellation before the fee kicks in.
Not reviewing the cancellation policy before booking
Every business configures their own cancellation policy on MyTime. One salon may allow free cancellation up to 12 hours before; another may require 72 hours' notice. If you don't read the policy at checkout, you risk being surprised by a fee later.
During the booking process, scroll down to the cancellation policy section and read it in full. Take a screenshot if the policy isn't clear. This becomes your evidence if the business tries to charge an unfair fee.
Assuming MyTime is responsible for the cancellation
MyTime is a booking platform, not a service provider. The business (salon, spa or therapist) owns the cancellation rules and is responsible for processing your request. If MyTime's app isn't working or you can't find the cancel button, contact the business directly, not MyTime support.
Stopee recommends keeping the business's contact details saved so you can reach them quickly if the app fails.
Not challenging unfair fees
Some cancellation fees are genuinely unfair. For example, if a business charges a 100% fee for cancelling 2 hours before a 30-minute appointment, that's likely an unfair penalty under the Fair Trading Act. You have the right to dispute it.
Write to the business with evidence of the unfair fee, cite the Fair Trading Act, and request a refund. If they refuse, escalate to the Commerce Commission.
Should you cancel your MyTime account entirely?
Cancelling a single appointment is different from deleting your entire account with a business. Before you make a decision, consider your options.
Reasons to keep your account
Your MyTime account is a connection to the business. If you might return, keeping your profile, saved payment method and appointment history can make re-booking convenient. You won't be charged simply for having an account; you only pay when you book an appointment.
Reasons to delete your account
If you've switched providers permanently, prefer to book in person, or are concerned about your privacy, you may want to request full account deletion. Contact the business in writing and ask them to delete your personal data, payment method and booking history from MyTime.
Pro tip: Some businesses may ask you to visit in person to verify your identity before deleting your account. This is reasonable under the Privacy Act, but phone or email verification should also be acceptable.
A practical checklist before and after you cancel
Use this checklist to make sure you've covered all the essentials when cancelling through MyTime.
| Task | Before cancellation | After cancellation |
|---|---|---|
| Read the cancellation policy | Yes, screenshot it | Use it as evidence if needed |
| Check the cancellation deadline | Count back 24-48 hours from your appointment | Confirm you cancelled within the window |
| Collect the confirmation code or email | Not applicable | Save all receipts and confirmations |
| Verify no fee was applied | Not applicable | Check your bank statement within 5 business days |
| Contact the business if something is wrong | Get their phone and email | Use both channels if needed |
| Escalate to a consumer authority if the business refuses to help | Know the Commerce Commission's website (comcom.govt.nz) | File a complaint if the business won't budge |
Getting help: when to escalate and where to go
If the business refuses to honour your cancellation or charges an unfair fee, Stopee recommends a structured escalation approach.
Step one: contact the business directly
Send a formal email to the business owner or manager (not just a general inquiry form). State your request clearly: "I cancelled my appointment on [date] and was charged $X under policy [name]. I believe this charge is unfair under the Consumer Guarantees Act and Fair Trading Act. Please refund this amount within 5 business days."
Keep a copy of this email and any response. Most businesses will comply once they understand you know your rights.
Step two: contact the commerce commission
If the business ignores you or refuses, file a complaint with the Commerce Commission (comcom.govt.nz). The Commerce Commission handles disputes about unfair contract terms, misleading pricing and unconscionable conduct. Provide your email correspondence, booking screenshots and cancellation policy as evidence.
Step three: seek advice from the citizens advice bureau
The Citizens Advice Bureau (cab.org.nz) offers free consumer advice. They can review your case, help you draft formal letters and advise you on next steps, including small claims court if the amount warrants it.
Contacting MyTime for further support
MyTime's corporate support team can be reached for platform technical issues, but they do not handle cancellation disputes. The business that booked you is responsible for your cancellation and refund.
MyTime provides help articles and documentation at help.mytime.com. If you're unsure how to use the cancellation feature in the app or website, these articles may clarify the process.
For billing inquiries related to MyTime's own platform fees (not service charges from businesses), you can contact MyTime directly through their website. However, for appointment cancellations and refunds, your dispute is with the business, not MyTime.
Note: There is no publicly listed New Zealand-specific cancellation address for MyTime Limited. Disputes should be directed to the individual business using MyTime (for example, your salon or spa), not to MyTime's corporate office.
Final thoughts: take control of your cancellations
Cancelling a MyTime appointment or account should be straightforward, but understanding your rights under New Zealand's Consumer Guarantees Act and Fair Trading Act ensures you're not caught out by unfair fees or unclear policies.
Remember: MyTime is the platform; the business sets the rules. Stopee empowers you to read those rules, challenge unfair ones and escalate to consumer authorities if the business won't listen. Your deposit or cancellation fee is only valid if it's reasonable, clearly communicated and complies with New Zealand law.
Whether you're cancelling one appointment or stepping away from a business entirely, Stopee has helped thousands of New Zealand consumers understand their rights, avoid hidden fees and get refunds they deserve. If you encounter resistance, contact the Commerce Commission or Citizens Advice Bureau. You have more leverage than you think.