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Cancel Freshbooks: Step-by-Step Guide
How to cancel FreshBooks in new zealand and protect your account
What FreshBooks is and whether it suits your business
FreshBooks is a cloud-based accounting and invoicing platform built for small businesses, contractors and freelancers across New Zealand. The service lets you send invoices, track expenses, log billable hours and collect payments online through Stripe, PayPal and other gateways.
If you've signed up for FreshBooks but find the service no longer fits your workflow or budget, Stopee is here to guide you through cancellation step by step. We understand that ending a subscription can feel complicated, especially when your financial data is involved.
FreshBooks pricing in new zealand
FreshBooks offers four monthly plans priced in NZD, including a unique Starter tier launched for the New Zealand market in May 2022. Annual billing typically includes a discount of around 10 percent.
| Plan | Monthly price (NZD) | Key features | Best for |
|---|---|---|---|
| Starter | NZ$1.50 | 2 invoices per month, 2 clients, unlimited expenses, Stripe and PayPal payments | Sole traders testing invoicing |
| Lite | NZ$4.50 | Standard invoicing, expense tracking and basic reporting | Freelancers with modest client bases |
| Plus | NZ$7.50 | Enhanced reporting, time tracking and team collaboration | Growing small businesses |
| Premium | NZ$13.50 | Advanced features, custom branding and priority support | Established agencies and larger teams |
Is FreshBooks the right fit for you?
Before you cancel, consider whether a plan change might better serve your needs. If you are paying for Premium but using only basic invoicing, stepping down to Lite could save you money without losing essential functionality. However, if you have genuinely outgrown FreshBooks or switched to a competitor, cancellation is straightforward when you follow the correct process.
Your consumer rights under new zealand law
When you cancel FreshBooks, your rights are protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Understanding these protections strengthens your position if a dispute arises.
What the consumer guarantees act means for your subscription
Under the Consumer Guarantees Act, FreshBooks must provide services with due care and skill, make the service available within a reasonable time, and ensure the service is fit for purpose. If FreshBooks fails to meet these obligations, you may be entitled to a refund or remedy even if their standard terms say subscriptions are non-refundable.
If you paid for a month of service and the platform was down for extended periods, failed to sync data correctly or ceased to function, the Consumer Guarantees Act may entitle you to a partial refund. Document any service failures with screenshots and timestamps.
Disputing charges and claiming refunds
If FreshBooks charges you after cancellation or you wish to dispute a charge on consumer guarantee grounds, you have the right to lodge a complaint with the Commerce Commission. Stopee recommends keeping all email confirmations of cancellation and billing statements for your records.
If you paid by credit or debit card, you can also dispute the charge through your bank under chargeback procedures, though you must do so within the card issuer's dispute window (often 60 to 120 days).
How to cancel FreshBooks: method by method
Your cancellation process depends on how you pay for FreshBooks. Choose the method that matches your account setup.
Cancel via the web if you pay FreshBooks directly
If you created your FreshBooks account on the web and your payment method is linked directly to FreshBooks (not via Apple or Google), follow these steps to cancel.
- Sign in to your FreshBooks account at the web login page using your email address and password.
- Look for your profile icon, typically shown as a small circle or avatar in the top right corner of the screen.
- Click the profile icon and select "Billing and Upgrade" or "Account Settings" from the menu.
- Scroll to the bottom of the Billing page and locate the "Cancel your account" button or link.
- Click "Cancel account" and FreshBooks will ask you to confirm your decision and may offer a retention discount.
- If you wish to stay, review the discount offer.
- If you wish to leave, click "Continue with cancellation" or confirm your choice.
- After you confirm, FreshBooks will send a confirmation email to your registered address.
- Your account will remain active until the end of your current billing cycle; no further charges will occur after that date.
Pro tip: Before cancelling, export your invoices, expense reports and client contacts as CSV or PDF files. Sign in, navigate to Reports or Contacts, and download copies of any data you may need later. FreshBooks does not guarantee data recovery after account deletion, so act before you cancel.
Cancel if you subscribed through the apple app store
If you signed up for FreshBooks through an Apple device and your subscription renews via Apple, you must cancel through Apple's system first. Apple controls billing and renewal; FreshBooks cannot process your cancellation request if payment flows through their store.
- Open the Apple App Store app on your iPhone, iPad or Mac.
- Tap or click your profile icon in the top right corner (three horizontal lines or a person icon).
- Select "Subscriptions" from the menu.
- Find "FreshBooks" in your active subscriptions list.
- Tap or click "FreshBooks" and then select "Cancel Subscription".
- Apple will ask you to confirm; tap "Confirm Cancellation".
- You will receive an email confirmation from Apple showing your cancellation is effective at the end of the current billing cycle.
Warning: Do not cancel within FreshBooks if you are billed by Apple. Cancelling in FreshBooks will not stop Apple from charging you. Always cancel in the Apple App Store first.
Cancel if you subscribed through google play
If you use an Android phone and subscribed via Google Play, Google handles your billing and renewal. Cancel through Google Play, not FreshBooks, to stop charges.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner (usually a photo or initial).
- Select "Manage subscriptions" or "Subscriptions".
- Tap "FreshBooks" in the list of active subscriptions.
- Select "Cancel subscription" and confirm your choice.
- Google will send a confirmation email showing your cancellation effective date.
Pro tip: Google and Apple often grant you a grace period to resubscribe at no extra cost within 7 to 14 days. If you change your mind, you can reactivate before the billing cycle ends.
What happens to your account after cancellation
Cancelling FreshBooks is not instant deletion. Your account transitions through several stages, and you have time to recover data or reverse the cancellation if needed.
Your account access during the notice period
After you cancel, your FreshBooks account remains fully active and usable until the end of your current billing cycle. If you paid for a monthly plan and cancelled on the 15th of the month, you can still access all features until the last day of that month. This grace period gives you time to export remaining data or brief a replacement accountant.
No new charges will be applied after the current cycle ends, provided your cancellation was processed correctly. Check your FreshBooks Billing page or your email confirmation to confirm the exact end date.
Account deactivation and deletion
If your account remains inactive for 30 days or longer after the billing cycle ends, FreshBooks may deactivate it. Inactive accounts are typically marked but not immediately erased; FreshBooks usually sends an email warning before deletion occurs.
Once deleted, your account data may not be recoverable. If you need to retrieve invoices, expense records or client data, export everything before your billing cycle ends or contact FreshBooks support to request a manual data export.
Can you reactivate after cancellation?
Yes. If you cancel but change your mind before the account is deleted, you can reactivate by logging in and selecting a plan. If your account has been deleted, contact FreshBooks support and explain your situation; they may restore a recent backup, though restoration is not guaranteed.
Refunds, chargebacks and dispute resolution
FreshBooks states that subscription fees are generally non-refundable, but this policy is not absolute. New Zealand consumer law and chargeback procedures provide important safeguards.
FreshBooks refund policy
Under FreshBooks terms, subscription charges are treated as final once your billing cycle begins. The company does not offer prorated refunds if you cancel mid-cycle; your account simply remains active until the cycle ends and then stops renewing.
FreshBooks will consider refunds or credits only if you raise a formal dispute in writing within 90 days of the charge. In eligible cases, they may provide up to three months' worth of credit or a partial refund. However, "eligible" is narrowly defined and typically covers billing errors or technical failures that prevented service delivery.
If you were billed by apple or google
Refunds and disputes for subscriptions billed through Apple or Google follow their respective store policies, not FreshBooks' policy. Apple and Google typically grant 14 to 30 days from purchase for refund requests. Contact their support teams directly rather than FreshBooks.
Using chargebacks and the consumer guarantees act
If FreshBooks refuses a refund you believe you are entitled to under the Consumer Guarantees Act, you have two escalation options:
- Contact your bank or card issuer and file a chargeback or payment dispute. Provide evidence of the service failure (screenshots, error messages, timestamps of downtime). Your bank must investigate within a set timeframe.
- File a complaint with the Commerce Commission if you believe FreshBooks breached the Fair Trading Act or Consumer Guarantees Act. Include copies of all correspondence with FreshBooks and evidence supporting your claim.
Stopee recommends keeping detailed records of any service failures, cancellation confirmations and billing statements. These documents are essential if a dispute escalates.
Common mistakes when cancelling FreshBooks
Cancellation sounds simple, but small oversights can leave you still paying weeks after you thought you had quit. We have seen these errors delay cancellation or prevent refunds.
Cancelling in the wrong system
The most frequent mistake is cancelling within FreshBooks when you are actually billed by Apple or Google. FreshBooks receives your cancellation request, removes you as an app user, but your payment method at Apple or Google keeps charging. Check your email receipts to confirm where your payment comes from, then cancel in that system.
Not exporting data before the billing cycle ends
After cancellation, you have until your billing cycle ends to download invoices, contacts and reports. Many users assume they can retrieve this data after deletion, but FreshBooks does not guarantee recovery. Export everything while your account is still active and you still have a paid subscription.
Ignoring the retention offer
When you click "Cancel account", FreshBooks often displays a discount or trial offer designed to keep you subscribed. Do not click this offer unless you genuinely want to stay. Click "Continue with cancellation" or the equivalent button to proceed without accepting the retention deal.
Forgetting to confirm the final cancellation step
Some users receive the cancellation confirmation email but assume it is complete. Always click any confirmation links in the email or verify cancellation in your account Billing page. Stopee advises saving the confirmation email and taking a screenshot of the Billing page showing your account as cancelled.
After FreshBooks: your next steps
Cancelling FreshBooks is only one part of your accounting transition. Planning what comes next protects your business continuity and ensures no financial records are lost.
Export and backup all data immediately
Before your billing cycle ends, download every report and record you might need. Export your invoices as PDF or CSV, your contacts as a spreadsheet, and your profit and loss reports as documents. Store these files in cloud storage (Google Drive, OneDrive, Dropbox) or an external hard drive in a folder clearly labelled with the export date.
Set a calendar reminder for the cancellation date
Mark your calendar for the last day of your current billing cycle. On that day, log in to confirm that no new charge has appeared and that your account shows as inactive or cancelled. If a charge does appear, contact FreshBooks support or your bank within 24 hours.
Prepare for a new accounting tool
Research your replacement. If you are moving to Xero, Wave, or another NZ-based accounting platform, check whether they offer import tools that read FreshBooks CSV exports. Many platforms do, which speeds your transition.
Keep records for tax and compliance
Retain all downloaded invoices, expense logs and financial reports for at least seven years. The Inland Revenue Department may ask for these records during an audit, and having your own copies protects you even if FreshBooks deletes its servers.
Frequently asked questions about FreshBooks cancellation
Will i lose my invoices if i cancel?
FreshBooks retains deleted account data for a limited time, but you should assume access is lost once your account is deleted. Export invoices, reports and contact lists as PDF or CSV before your billing cycle ends. This is your only guaranteed way to retain records.
How long does cancellation take?
Cancellation is processed immediately once you click "Confirm", but your account remains active until the end of your current billing cycle. Your subscription will not renew after that date.
Can i cancel a monthly subscription mid-cycle and get a refund?
FreshBooks does not offer prorated refunds for cancellations mid-cycle. However, if you paid by credit card or have grounds under the Consumer Guarantees Act, you may dispute the charge with your bank or the Commerce Commission.
What if i accidentally deleted my cancellation confirmation email?
Log in to your FreshBooks account and check the Billing page. Your cancellation should be noted there with an effective date. If you see no cancellation record, click "Cancel account" again and complete the process.
Can FreshBooks reactivate my account without my permission?
No. Once cancelled, FreshBooks will not charge you again unless you reactivate a subscription yourself by logging in and selecting a plan.
Why you may choose to cancel FreshBooks
Every business outgrows or changes course, and FreshBooks may no longer fit. Common reasons for cancellation include switching to a local NZ-based platform like Xero, moving to simpler bookkeeping software, or consolidating tools when your accountant handles invoicing.
Stopee recognizes that a decision to cancel is often the right one for your business. Our goal is to make sure you exit cleanly, recover your data and avoid unexpected charges.
How stopee helps you cancel with confidence
Stopee is a consumer advocacy and cancellation support service designed to guide New Zealand users through subscription exits. Whether you are cancelling FreshBooks, a software subscription or a streaming service, Stopee provides clear, step-by-step instructions tailored to your situation and has helped thousands of consumers cancel subscriptions without losing data or overpaying.
Visit Stopee at stopee.com to explore cancellation guides for other services, dispute templates and chargeback guidance. Stopee combines empathy with practical expertise, ensuring you understand your consumer rights and feel confident taking control of your subscriptions.
Contact information for FreshBooks support and escalation
FreshBooks support channels
If you need help cancelling or have questions about your account, FreshBooks offers support through their in-app help centre, email and live chat. Access support through your account or visit freshbooks.com for contact options.
Mailing address for formal written cancellation
FreshBooks does not publish a New Zealand-specific postal address. For formal written notice of cancellation, address correspondence to:
FreshBooks Support
2700 Bathurst Street
Toronto, Ontario M6B 3A4
Canada
Include your account email, full name and a clear statement that you wish to cancel effective the end of your current billing cycle. Send by registered mail or email if an address is provided on your FreshBooks invoices.
Escalation to the commerce commission
If FreshBooks refuses to honour your cancellation, breaches the Consumer Guarantees Act or refuses a legitimate refund, lodge a complaint with the Commerce Commission. Their website is beehive.govt.nz/organisations/commerce-commission, and you can file a complaint online at no cost.
Stopee recommends keeping all email correspondence, billing statements and cancellation confirmations. These documents are vital evidence if your dispute reaches the Commission.
Cancelling FreshBooks is your choice, and you have the right to switch services whenever your business needs change. Follow the steps above, export your data, confirm your cancellation is processed, and move forward with confidence. Stopee is here to support every step of your journey toward better subscription control.