Manage Velocity

How to cancel velocity frequent flyer and VQ velocity in new zealand

What is velocity and why you might cancel

Velocity operates two main services in New Zealand: the Velocity Frequent Flyer rewards program (linked to airline partnerships and flight benefits) and VQ Velocity, a digital coaching and subscription platform. Both services charge recurring fees, and both can be cancelled if they no longer fit your needs. At Stopee, we help New Zealand consumers understand exactly how to exit these services cleanly, without surprise charges or confusion.

Velocity frequent flyer membership

Velocity Frequent Flyer is a loyalty program that lets you earn and redeem points through partner airlines and retail partners. Membership typically involves an annual or monthly fee, depending on your membership tier. If you travel infrequently, rarely shop with partners, or prefer to switch loyalty programs, cancelling makes sense. You can request cancellation by phone, email, or directly through the Velocity App.

VQ velocity digital subscriptions

VQ Velocity delivers digital coaching, fitness, or wellness content through apps and web portals. Some accounts are coach-managed, others are self-service. If you've stopped using the platform, found a cheaper alternative, or simply want to pause your subscription, cancellation is straightforward once you know which method applies to your setup. Your cancellation route depends on whether you subscribed via the App Store, Google Play, the web, or a coach-managed account.

Your consumer rights in new zealand

Consumer guarantees act protection

The Consumer Guarantees Act 1993 (CGA) protects you when you buy goods or services in New Zealand. If a Velocity service is faulty, not fit for purpose, or substantially unfit for its intended use, you can claim repair, replacement, or refund. This applies to Velocity Frequent Flyer memberships and VQ Velocity digital services alike. Digital services delivered as promised do not automatically attract a refund simply because you change your mind, but if the service is defective or fails to perform as advertised, you have a legal remedy.

When the CGA applies to your cancellation

If Velocity charges you but fails to provide the promised service (for example, the app crashes persistently or partner airlines don't honour your points), you can request a refund or credit under the CGA. Keep receipts, screenshots of errors, and confirmation emails. If Velocity refuses a legitimate CGA claim, you can escalate to the Commerce Commission or seek advice from the Disputes Resolution Service. Stopee recommends documenting any service failures before you cancel, so you have evidence if you need to pursue a refund claim.

Methods to cancel velocity

Cancel via the velocity app

The Velocity App is the fastest route if you have direct access to your account. This method works for both Velocity Frequent Flyer members and VQ Velocity subscribers using the native app.

1. Open the Velocity App and log in with your registered email and password.
2. Navigate to your account settings or profile menu (usually a gear icon or "Account" tab).
3. Look for a "Cancel Membership" or "Delete Account" option.
4. Select the option and confirm your cancellation request.
5. Save or screenshot the confirmation message for your records.

Pro tip: If the cancellation option doesn't appear in the app, your account may be coach-managed or linked to an app store subscription. In that case, use the contact methods below instead.

Cancel via phone or email

If the app option is unavailable or you prefer direct contact, you can cancel Velocity by phone or email. This method applies to both membership types and avoids app-store intermediaries.

1. Visit the Velocity website or your Velocity app and locate the "Contact us" page.
2. Note the customer service phone number and email address for cancellation requests.
3. Call Velocity during business hours or send a cancellation email from the address registered to your account.
4. Clearly state "I would like to cancel my Velocity membership" (or "VQ Velocity subscription") and include your full name, account email, and membership number (if you have it).
5. Ask for a confirmation reference number and request written confirmation of your cancellation date.
6. Allow 5-7 business days for processing and verify no further charges appear on your billing statement.

Warning: Always contact Velocity directly from your registered email address. If you email from a different email, Velocity may reject the request for security reasons.

Cancel app store or google play subscriptions

If you subscribed to VQ Velocity (or any Velocity digital service) through Apple's App Store or Google Play, you cancel through your device settings, not through Velocity itself. Apple and Google handle billing and refund policies independently.

1. iPhone or iPad (Apple App Store):
   • Open Settings and tap your name at the top.
   • Select "Subscriptions" (or "Media & Purchases").
   • Find the Velocity or VQ Velocity subscription in your active subscriptions list.
   • Tap the subscription and select "Cancel Subscription".
   • Confirm the cancellation; your access stops at the end of your current billing cycle.
2. Android device (Google Play):
   • Open Google Play Store and tap your profile icon in the top right.
   • Select "Subscriptions" or "Manage subscriptions".
   • Find the Velocity or VQ Velocity subscription.
   • Tap it and select "Cancel subscription".
   • Confirm; your subscription ends at the next billing date.

Pro tip: Apple and Google typically allow you to cancel immediately but your access continues until the end of your paid period. You will not be charged for the next cycle. Keep the cancellation confirmation for your records.

Cancel coach-managed VQ velocity accounts

If your VQ Velocity account is managed by a coach (you receive personalised guidance from a coach through the platform), you have two cancellation routes.

1. Send a "Cancel Account" message through the in-app messaging system to your assigned coach.
2. Alternatively, email a cancellation request from your registered email address directly to Velocity support, mentioning that your account is coach-managed.
3. Your coach or support team will process the cancellation and confirm a final access date.
4. Once cancelled, you lose access to coaching messages, content, and any stored data tied to your coach.

Stopee advises retrieving any important workout data, meal plans, or notes before you cancel, as coach-managed accounts are often deleted 30 days after cancellation.

Cancel by postal mail

If you prefer to send a formal cancellation notice by post, you may do so. Velocity Frequent Flyer does not publish a New Zealand postal address, so use the Queensland, Australia corporate office address below. Include a clear cancellation request, your full name, account email, and membership number. Allow 10-14 days for postal delivery and processing.

Pricing and plan options

Velocity frequent flyer and VQ velocity subscription costs

Pricing for Velocity services varies by membership tier and subscription type. The table below outlines typical pricing, though rates may change and differ by plan. Always confirm current pricing with Velocity directly before purchasing or to verify your cancellation will not incur pro-rata charges.

Pro tip: If you cancel mid-cycle, ask Velocity whether a pro-rata refund or credit applies. Some providers offer a partial refund if you cancel early in your billing cycle; others do not. Stopee recommends checking your contract terms or asking support before confirming your cancellation.

What happens after you cancel

Immediate access and billing changes

Once you cancel Velocity or VQ Velocity, your access depends on how and when you cancelled. App-store cancellations typically stop at the next billing date; direct cancellations via phone or email may stop access immediately or at month-end, depending on Velocity's policy. Check your cancellation confirmation email for the exact "final access date" or "cancellation effective date". After that date, you cannot log in or use membership benefits.

Automatic renewal and duplicate charges

Velocity should stop all automatic renewals once you cancel. However, monitor your credit card, PayPal, or Apple/Google account for the next 30 days to ensure no unexpected charges appear. If a charge goes through after your cancellation date, contact Velocity immediately and request a refund. Keep your cancellation confirmation email as proof that you cancelled on a specific date. Stopee has helped thousands of consumers recover duplicate charges by providing evidence of timely cancellation.

Points, credits, and account data

If you have unspent Velocity Frequent Flyer points, cancel strategically: redeem your points before cancelling if possible. Once your account is deleted, outstanding points are usually forfeited. For VQ Velocity, any downloaded content (videos, PDFs, meal plans) may become inaccessible after cancellation. If your account is coach-managed, ask your coach to export or email your session notes and workout history before you cancel.

Refunds, credits, and cooling-off rights

Digital services and automatic refunds

Digital subscriptions like VQ Velocity do not automatically attract refunds under the "change of mind" principle. New Zealand law does not mandate a 14-day cooling-off period for digital services (this is an EU consumer protection). However, if Velocity fails to deliver the service or the app is defective, you can claim a refund under the Consumer Guarantees Act.

Membership fees and partial refunds

Velocity Frequent Flyer membership fees are generally non-refundable once your billing cycle begins. If you cancel within 7 days of purchase and have not used your membership benefits, some providers offer a courtesy refund. Contact support and ask: "Can you offer a refund if I cancel within 7 days of my subscription start date and have made no redemptions?" Stopee recommends requesting this in writing so you have a record of Velocity's response.

What to do if velocity refuses a legitimate refund claim

If you believe Velocity owes you a refund under the Consumer Guarantees Act (because the service was faulty or not fit for purpose) and Velocity refuses, you can escalate:

• Request a formal response in writing, citing the Consumer Guarantees Act 1993 and the specific fault or service failure.
• Contact the Commerce Commission (www.comcom.govt.nz) to lodge a complaint if Velocity ignores your claim.
• Use a free or low-cost dispute resolution service such as the Disputes Resolution Service for consumer complaints.
• If the amount is large, seek advice from a consumer lawyer or community legal centre.

Warning: Do not accept a company's blanket "no refund" policy if the service failed to meet the standards promised. The CGA overrides unfair cancellation clauses.

Common mistakes when cancelling velocity

Cancelling a subscription can feel daunting, and small oversights often lead to missed refunds or ongoing charges. Here are the pitfalls Stopee sees most often.

Mistake 1: cancelling via the wrong channel

Many customers cancel through one channel (e.g., the app) while their billing is linked to another (e.g., Google Play). This leaves your subscription active and charges continue. Always verify which platform you subscribed through: check your payment method, app-store account, or billing statement. If in doubt, contact Velocity and ask: "Which system manages my billing?" Then cancel through that system.

Mistake 2: forgetting to save your confirmation

A verbal cancellation or a quick app confirmation can be easy to forget. Write down the cancellation date, reference number, and expected final access date. Take a screenshot of the confirmation message. If a charge appears later, you'll have proof you cancelled on a specific date. Stopee recommends sending yourself an email with this information immediately after cancelling.

Mistake 3: not checking for duplicate charges

System delays mean a charge can sometimes go through after you cancel. Check your bank statement 5-7 days after your cancellation effective date. If an unexpected charge appears, contact your bank or Velocity immediately and request a reversal. The longer you wait, the harder it becomes to recover the money.

Mistake 4: cancelling from the wrong email address

If you email a cancellation request from an email address that doesn't match your registered account email, Velocity may reject it for security. Always use the email tied to your account. If you no longer have access to that email, contact Velocity first to update your email address, then submit your cancellation.

Mistake 5: ignoring the final access date

Some cancellations stop access immediately; others end at the next billing cycle. If you cancel on day 1 of a monthly subscription, you may still have access until day 30. Plan your cancellation timing accordingly. If you want access to stop immediately, ask Velocity: "Can you terminate my access today instead of at month-end?" Some services honour this request.

Checklist: cancel velocity safely

Use this step-by-step checklist to ensure you cancel Velocity Frequent Flyer or VQ Velocity without surprises.

1. Log in to your Velocity account and record your membership or account number.
2. Check any unspent points, credits, or downloaded content and retrieve or redeem them before cancelling.
3. Verify which platform manages your billing: native app, App Store, Google Play, direct web subscription, or coach-managed account.
4. Choose the correct cancellation method for your subscription type (app, phone, email, or app store).
5. Submit your cancellation request and immediately save or screenshot the confirmation.
6. Record the cancellation date, reference number, and final access date provided by Velocity.
7. Wait 5-7 business days, then verify no new charges appear on your payment method.
8. After your final access date, attempt to log in to confirm your account is deactivated.
9. If a duplicate charge appears, contact your bank or Velocity within 10 days of the charge.
10. Keep all cancellation emails and confirmations for 12 months in case a dispute arises.

Address and contact details for velocity cancellations

Postal address for velocity

Velocity Frequent Flyer does not publish a dedicated New Zealand cancellation postal address. If you wish to send a formal cancellation notice by registered mail, use the corporate office address in Queensland, Australia, which Velocity monitors:

Velocity
Queensland, Australia
(Check the Velocity website contact page for the precise street address, as it may be updated.)

Include a clear statement: "I request cancellation of my Velocity Frequent Flyer membership / VQ Velocity subscription, effective immediately. My account email is [your email] and my membership / account number is [your number]." Send it by registered post and keep a copy and proof of postage.

Phone and email (recommended)

Phone or email cancellation is faster and gives you a confirmation reference. Visit www.velocity.com.au or your Velocity App to find the current customer service phone number and email address for cancellations. Always use the registered email on your account when requesting cancellation.

Summary: take control of your subscription

Cancelling Velocity Frequent Flyer or VQ Velocity is straightforward once you understand which platform hosts your subscription and which cancellation method applies. Whether you use the app, contact support by phone or email, or cancel via App Store or Google Play, the key is to document everything, verify no duplicate charges arise, and retrieve any valuable data (points, workout records) before your account closes. New Zealand's Consumer Guarantees Act protects you if Velocity fails to deliver the service as advertised, and you can escalate to the Commerce Commission if the company refuses a legitimate refund claim. Stopee has helped thousands of New Zealand consumers cancel subscriptions cleanly and recover unfair charges. Use the checklist above, follow the step-by-step instructions for your platform, and you'll exit Velocity with confidence and no lingering charges.