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How to cancel StarNow in new zealand and protect your performer profile

Understanding StarNow and why you might want to cancel

StarNow is an online casting and talent platform that connects performers, actors, models and creatives with auditions, paid work and industry opportunities across Aotearoa New Zealand and beyond.

The platform offers a free account tier plus paid subscription options that unlock additional features like expanded application limits, extra media uploads and premium visibility to casting directors and agencies.

You access StarNow through either the web platform directly or via the mobile app, and your billing pathway depends entirely on where you first subscribed. This matters because cancelling your paid subscription requires different steps depending on your entry point-and getting this wrong can leave you charged after you thought you had cancelled.

How StarNow subscriptions work in new zealand

When you subscribe to StarNow, your payment is processed either through your StarNow account directly or through the Apple App Store, depending on which platform you used to sign up. Each pathway has its own renewal schedule, billing contact and cancellation process.

Monthly and annual subscription options are available, with pricing displayed in USD on the App Store; Apple converts your charge to New Zealand dollars at the time of transaction. The exact NZ dollar amount you are charged depends on the exchange rate on your payment date, which is why your receipt may show a slightly different figure than you expected.

When cancellation makes sense

You might choose to cancel if you are taking a break from auditioning, relocating outside New Zealand, or no longer need the premium features the paid tier offers. Cancelling your paid subscription does not delete your performer profile, portfolio or application history-those remain in your account unless you choose to delete them separately.

Your consumer rights as a new zealand subscriber

As a consumer in New Zealand, you are protected by the Consumer Guarantees Act 1993, which sets minimum standards for all goods and services you purchase, including digital subscriptions like StarNow.

What the consumer guarantees act covers

Under New Zealand law, services must be supplied with reasonable care and skill, fit for purpose and supplied within a reasonable time. If StarNow fails to deliver the service as described-for example, if you cannot upload media, your profile does not display correctly, or the platform is repeatedly unavailable-you have a legal right to a remedy.

You can request a refund, cancellation, replacement or repair without penalty within a reasonable period after purchase. Most importantly, these protections apply even if the company's terms and conditions state otherwise, because consumer law overrides unfair contract terms.

Your right to cancel within a cooling-off period

If you subscribed to StarNow and changed your mind, you may have the right to cancel within 14 days of purchase, provided you have not substantially used the service. This cooling-off period is your protection against impulse purchases and unclear billing.

To exercise this right, contact StarNow support in writing (email or postal mail tracked) within 14 days and keep a copy of your request. Stopee recommends taking screenshots of your order confirmation, subscription page and any correspondence as evidence.

When to escalate to a regulator

If StarNow refuses your cancellation request or denies a refund you believe is lawful, you can lodge a complaint with the Commerce Commission, which enforces consumer protection laws in New Zealand. The Commerce Commission investigates unfair contract terms, misleading billing practices and breaches of the Consumer Guarantees Act.

You can also dispute the charge directly with your bank as a chargeback if you have evidence that the company refused to honour your cancellation request or billed you without consent.

Cancellation methods and which platform you used

Your first step is identifying where you subscribed, because the cancellation route differs significantly between the StarNow website account portal and the Apple App Store.

Cancel through your StarNow account (web portal)

If you signed up and are paying directly through the StarNow website, you cancel your subscription by logging into your account and turning off auto-renewal. This is the most straightforward route and takes about two minutes.

1. Open your web browser and navigate to the StarNow website.
2. Sign in using your email and password.
   • If you have forgotten your password, select "Forgot password" and reset it via your email.
3. Click your profile icon or navigate to Account Settings (usually located in the top right or under a menu icon).
   • Look for a section labelled "Subscription," "Membership," "Billing" or "My Plans."
4. Find your active subscription and select "Manage" or "Turn off auto-renewal."
   • Read the confirmation screen carefully to ensure you are cancelling, not upgrading to a different tier.
5. Confirm the cancellation by clicking the final button-this will stop charges at the end of your current billing period.
   • Do not close the page until you see a success message or confirmation number.
6. Take a screenshot of the confirmation screen showing the date, time and cancellation status.
   • Save this to your device and email it to yourself as a backup.

Pro tip: Star Now sends renewal reminders one month before your subscription charges renew (for annual subscriptions only). If you receive this email and have already cancelled, your account may still show the subscription as active in the email-this is a system lag and does not mean your cancellation failed. Check your account settings to confirm cancellation status.

Warning: Simply deleting the app or stopping using StarNow does not cancel your subscription. Your payment will still renew automatically unless you explicitly turn off auto-renewal in your account settings.

Cancel if you subscribed through the apple app store

If you first downloaded the StarNow app from the Apple App Store and subscribed within the app, Apple manages your billing, not StarNow directly. Your cancellation must happen through Apple's subscription settings, not through the StarNow app itself.

1. Open the Apple App Store on your iOS device (iPhone, iPad or iPod Touch).
   • Tap the profile icon in the top right corner of the screen.
2. Select "Subscriptions."
   • You will see a list of all active and recently cancelled subscriptions.
3. Find StarNow in the list and tap it.
   • If you see "Manage," tap it; if you see "View," tap that instead.
4. Tap "Cancel Subscription" or "Turn off auto-renewal," depending on what option appears.
   • Apple may offer you a final discount or incentive-you can accept or decline and still cancel.
5. Confirm the cancellation.
   • Apple will show a confirmation message and email you a receipt.
6. Take a screenshot of the Apple cancellation screen showing the date and status as proof.
   • Forward this screenshot to your email for your records.

Pro tip: Apple refunds are processed directly to your original payment method (credit card, debit card or Apple Pay account). You do not need to contact StarNow for refunds if you cancel within Apple's eligibility window-Apple handles this automatically.

Warning: If you cancelling through the Apple App Store but continue to use the StarNow app, you will lose access to premium features when your current billing period ends. Your free account will remain active, but paid features will be unavailable.

Cancel by postal mail

If you prefer a formal written record or if your account has a billing issue you cannot resolve online, you can cancel StarNow by sending a cancellation letter via registered mail to StarNow's New Zealand postal address.

1. Prepare a cancellation letter that includes:
   • Your full name as it appears on your StarNow account.
   • Your email address associated with the subscription.
   • The date you want the cancellation to take effect.
   • A clear statement: "I request cancellation of my StarNow subscription, effective immediately. Please stop all automatic renewals and confirm cancellation in writing."
2. Address the letter to:
   • StarNow NZ LP, PO Box [relevant address] - (Stopee recommends verifying the current PO Box with StarNow support before posting, as postal addresses can change).
   • Do not use the Allen Street physical headquarters address for cancellation requests; this address is for general enquiries and may delay your cancellation.
3. Send the letter via registered post (New Zealand Post's Registered Mail service).
   • This gives you a tracking number and proof of delivery.
4. Keep the receipt and reference number from the post office.
   • Note the date posted and expected delivery date on this receipt.
5. Wait 5-7 working days after delivery for StarNow to process the cancellation.
   • Send a follow-up email to support with your tracking reference if you do not receive written confirmation within 10 working days.

Pro tip: Postal cancellation creates a paper trail and is particularly useful if you have a dispute with the company. Stopee advises keeping your registered post receipt indefinitely-it proves when the company received your cancellation request.

What happens after you cancel your StarNow subscription

Cancelling your paid subscription is a significant step, but it does not immediately wipe your performer profile or applications from the platform.

Your access after cancellation

Once you cancel your subscription through your StarNow account or Apple App Store, your access to premium features stops at the end of your current billing period. You do not lose access to your profile, audition history or uploaded media during that final paid month.

After the billing period expires, your account reverts to the free tier. You can still log in, view your applications and update your profile, but you cannot apply for premium-only auditions or access paid features.

Your profile remains visible to casting directors unless you choose to make it private or delete your account separately. If you want your profile completely hidden, contact StarNow support and request manual removal from public directories.

Account data and automatic deletion

Cancelling your subscription does not automatically delete your account or personal data. StarNow retains your profile, photos, video clips, application history and contact information even after your subscription expires.

If you want your data permanently deleted, you must make a separate request to StarNow support or follow their account deletion process. Some data may be retained for legal compliance or dispute resolution purposes, but the company must delete personal data within a reasonable timeframe if you request it.

Keep a copy of any data deletion request in writing and note the date you sent it. If StarNow does not respond within 20 working days, you can escalate to the Privacy Commissioner, who overseas data protection compliance in New Zealand.

Email notifications and subscription reminders

After you cancel, you may continue to receive promotional emails from StarNow unless you unsubscribe from their mailing list separately. Cancelling your subscription does not automatically remove you from marketing emails.

Look for an "Unsubscribe" link at the bottom of any email and click it, or log into your StarNow account and adjust your notification preferences to "off."

Refunds and billing corrections

Whether you receive a refund depends on when you cancel relative to your next automatic renewal date.

When you are eligible for a refund

If you cancel before the automatic renewal processes and charges your account, you are entitled to a refund of the upcoming charge. The timing is crucial: a cancellation request timestamped before the renewal charge is treated as valid, even if it arrives in StarNow's system outside normal business hours.

The company must process the refund within 14 days of the cancellation request. Most refunds appear back to your original payment method (credit card, debit card or Apple account) within 5-10 business days after that.

When refunds are not offered

If you cancel after the renewal charge has already been processed, StarNow's standard policy does not offer a refund for that billing cycle. However, you may still have grounds for a refund if you can demonstrate that:

• You were double-charged or charged twice by mistake.
• The service was unavailable for a significant period during your billing month.
• You cancelled within 14 days of first subscribing (cooling-off period).
• The charge violated New Zealand consumer law or the Consumer Guarantees Act.

How to request a refund after cancellation

1. Gather evidence of your cancellation and the charge:
   • Screenshots of your cancellation confirmation (with date and time visible).
   • Your bank statement or credit card bill showing the charge and date.
   • Any emails from StarNow about the renewal or cancellation.
   • The transaction reference number or receipt ID.
2. Contact StarNow support via email or through their help portal with the subject line: "Refund Request - [Your Name]."
3. Clearly state:
   • The date you requested cancellation.
   • The date the charge was processed (from your bank statement).
   • The amount charged in NZD.
   • Why you believe a refund is due (e.g., cancellation before renewal date, service failure).
4. Attach all screenshots and bank statements as evidence.
   • Number or label each attachment so StarNow support can easily reference them.
5. Request a written response within 14 days.
   • This creates a paper trail if you need to escalate to your bank or a regulator later.

Pro tip: If StarNow denies your refund, ask for a detailed written explanation of why they believe you are not entitled to the refund. Their response will help you decide whether to dispute the charge with your bank or lodge a complaint with the Commerce Commission.

Disputing the charge if StarNow refuses

If StarNow declines your refund request and you believe you are entitled to one under New Zealand consumer law, you have two escalation options:

1. Contact your bank and request a chargeback.
   • Provide your bank with the cancellation confirmation, the charge date and your correspondence with StarNow.
   • Your bank will dispute the charge on your behalf and may reverse it within 30 days.
2. Lodge a complaint with the Commerce Commission.
   • Visit www.comcom.govt.nz and submit a consumer complaint detailing the refund dispute.
   • The Commission can investigate whether StarNow breached consumer protection laws.

StarNow pricing and subscription plans

StarNow offers multiple subscription tiers at different price points, with costs displayed in USD on the Apple App Store and converted to NZD at the time of purchase.

Note: Pricing changes regularly and varies by region. The figures above are approximations based on typical 2024 rates. Your actual charge depends on the exchange rate and any promotional discounts active at the time of purchase. Always check your order confirmation for the exact NZD amount before confirming payment.

Common mistakes when cancelling StarNow

Cancelling a subscription can feel frustrating, especially if you are unsure which steps to follow or when to expect the refund to appear.

Mistake 1: deleting the app instead of cancelling the subscription

The most frequent error is removing the StarNow app from your phone or logging out of your account and assuming you have cancelled. You have not. Your subscription remains active and will renew automatically at the end of the billing period, whether the app is installed or not.

Always cancel your subscription through your account settings or the Apple App Store before removing the app. Stopee recommends confirming cancellation in writing (screenshot) before uninstalling anything.

Mistake 2: cancelling through the wrong channel

If you subscribed through Apple but try to cancel by contacting StarNow directly, StarNow support may not be able to help because Apple manages the billing. You will waste time waiting for a response when the solution is already available on your device.

Check your oldest order confirmation email or your bank statement to identify which platform you used to subscribe. The email sender (Apple or StarNow) tells you where to cancel.

Mistake 3: expecting an immediate refund

Refunds are not instant. After you cancel, it takes 5-10 business days for the amount to reappear in your bank account or Apple wallet. During this time, the status on your bank statement may still show "pending" or "processing."

Do not contact support to chase a refund until at least 10 working days have passed. If it has been longer than 14 days, then escalate.

Mistake 4: not keeping proof of cancellation

If a dispute arises later (for example, if you are charged again after cancellation), you will need evidence that you cancelled. Screenshots are your proof; without them, it becomes your word against StarNow's.

Stopee strongly advises taking a screenshot of every cancellation confirmation, saving it to your device and emailing it to yourself immediately. This creates a timestamped backup that is difficult to dispute.

Comparison: when to keep your StarNow subscription versus when to cancel

Checklist: before and after you cancel StarNow

Use this checklist to ensure you cancel successfully and protect yourself from unexpected charges or disputes.

Before you cancel

• Confirm whether you subscribed through StarNow's website account or the Apple App Store (check your oldest email confirmation or order history).
• Note the current date and your renewal date (find this in your account settings or on your receipt).
• Decide whether you want to cancel immediately or at the end of your current billing period.
• Back up any important profile information, portfolio notes or contact details from casting directors before you cancel (if you are planning to delete your account later).
• Take a screenshot of your current subscription status and save it to your device.

During cancellation

• Follow the correct cancellation route for your platform (StarNow account or Apple App Store-not both).
• Do not delete the app or log out until you see a cancellation confirmation on screen.
• Take a screenshot of the final confirmation message with the date and time clearly visible.
• Note the exact time and date of cancellation for your records.
• Email the screenshot to yourself as a backup immediately.

After you cancel

• Wait at least 5-7 working days and check your bank account or Apple account to confirm no renewal charge appears.
• If you requested a refund, monitor your bank for the credit within 14 days.
• Keep all correspondence from StarNow (emails, chat transcripts, support responses) in a folder for at least 12 months.
• If a charge appears after you cancelled, contact your bank immediately to report it and provide your cancellation proof.
• If you want your account or data deleted, send a separate data deletion request to support and keep the sent confirmation.

Contacting StarNow support and postal address

If you need to escalate a cancellation issue, request a refund or have questions about your account, you can reach StarNow through multiple channels.

StarNow support contact details

Email: Use the contact form on the StarNow help portal (usually help.backstage.com or similar, linked from the StarNow website).

Help portal: StarNow maintains a knowledge base with articles on cancellation, refunds and billing at their Backstage help site. Search for "Cancellation and refunds" for detailed information.

Postal address for written cancellation requests:

StarNow NZ LP

PO Box [relevant postcode area]

Auckland, New Zealand

Warning: The Allen Street physical address in Auckland is the company's headquarters but is not suitable for cancellation requests or refund claims. Always use the PO Box for formal correspondence to ensure your letter reaches the correct department.

Send cancellation requests via registered mail and keep your tracking receipt. Allow 5-7 working days for processing after delivery.

Final steps: protecting yourself and staying informed

Cancelling StarNow does not have to be complicated if you follow the correct process for your subscription platform and keep written proof of every step.

Stopee has helped thousands of consumers cancel subscriptions, recover refunds and understand their rights when companies make cancellation difficult. The same principles apply to StarNow: know where you subscribed, follow the right cancellation route, take screenshots and escalate to your bank or a regulator if the company refuses to honour your request.

Your performer profile is your professional asset, and your decision to pause or cancel your StarNow subscription should rest entirely on whether the platform is delivering value for your career. By cancelling cleanly and on your own terms, you preserve the option to return later if circumstances change-without lingering billing disputes or hidden data concerns.

For more information on managing digital subscriptions, requesting refunds and understanding your consumer rights across all platforms, visit Stopee at stopee.com. Stopee is your partner in taking control of your subscriptions and protecting yourself from unfair billing practices across New Zealand.