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Cancel Hotspot Shield: Step-by-Step Guide
How to cancel hotspot shield in new zealand and claim your money back
What hotspot shield is and why you might want to leave
Hotspot Shield is a virtual private network (VPN) service that encrypts your internet connection and masks your location by routing your traffic through secure servers worldwide. If you've signed up but discovered it does not meet your needs, costs more than you expected, or simply does not deliver the speed and reliability you require, cancelling is straightforward once you know where to look.
At Stopee, we understand that VPN subscriptions can quickly become forgotten expenses on your credit card. Whether you signed up through the Hotspot Shield website, Google Play, or the Apple App Store, this guide walks you through every cancellation method available in New Zealand and explains your consumer rights if the service failed to deliver what it promised.
When cancellation makes sense
You should consider cancelling Hotspot Shield if the app drains your device battery faster than advertised, if connection speeds are significantly slower than you expected, or if you have found a competitor that better suits your privacy needs. You may also want to cancel if you are not using the service regularly enough to justify the monthly cost or if Hotspot Shield's privacy policy has changed in ways that concern you.
The cost of staying subscribed
Hotspot Shield charges between NZ$18.81 per month for Premium and NZ$28.94 per month for Premium Family on monthly plans. Even if you forget about the subscription for just three months, you are paying nearly NZ$57 for a service you have stopped using. Stopee's mission is to help you take control of these recurring costs before they add up.
Understanding your consumer rights in new zealand
New Zealand law gives you strong protections when you buy digital services, and Hotspot Shield cannot hide behind its terms and conditions if the service does not work as promised.
The consumer guarantees act protects you
Under New Zealand's Consumer Guarantees Act 1993, every digital service you buy must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Hotspot Shield fails on any of these counts, you have the right to demand a refund, a replacement, or repair within a reasonable period.
Acceptable quality means the service should work reliably without frequent disconnections, deliver the promised security features, and not drain your device battery excessively. If your VPN drops constantly, reconnects slowly, or does not encrypt your data as advertised, Hotspot Shield has breached this guarantee.
What you can do if hotspot shield fails you
If the service does not perform as described on the Hotspot Shield website or in your region, you can contact the company and request a full refund. If Hotspot Shield refuses, you can escalate your complaint to the Commerce Commission, New Zealand's primary consumer enforcement authority.
Document everything: screenshots of slow speeds, connection failures, and dates when the service did not work. Keep copies of your purchase receipts and all correspondence with Hotspot Shield support. This evidence is crucial if you need to pursue a complaint with the Commerce Commission.
Cancellation methods for each platform
Your cancellation route depends entirely on where you bought Hotspot Shield-each platform handles subscriptions differently, and cancelling in the wrong place will not stop your charges.
Cancel via google play (Android devices)
If you signed up for Hotspot Shield through the Google Play Store on an Android phone or tablet, you must cancel directly through Google Play, not through the Hotspot Shield app itself.
- Open the Google Play app on your Android device.
- Tap your profile icon in the top right corner.
- Select Payments & subscriptions, then choose Subscriptions.
- Find and tap Hotspot Shield in your active subscriptions list.
- Tap Cancel subscription, then confirm your cancellation when prompted.
- Google Play will display a confirmation message; take a screenshot for your records.
Warning: Uninstalling the Hotspot Shield app from your device does not cancel your subscription. Your charges will continue unless you explicitly cancel through Google Play. Many people make this mistake and discover months later that they have been billed repeatedly.
Pro tip: Check your Google Play purchase history after cancellation to confirm the subscription status now shows as cancelled. If it still appears active, repeat the steps above.
Cancel via apple app store (iOS and macOS)
Apple manages all App Store subscriptions separately from the app itself. Cancelling directly through the Hotspot Shield app will not work; you must use Apple's subscription management system.
On an iPhone or iPad:
- Open Settings and tap your name at the top of the screen.
- Select Subscriptions.
- Find Hotspot Shield in your active subscriptions.
- Tap Hotspot Shield and select Cancel Subscription.
- Choose your reason for cancelling (optional) and confirm.
- Apple will send you a confirmation email within moments.
On a Mac:
- Open the App Store and click your profile icon in the bottom left corner.
- Select Account Settings (or just Account on some macOS versions).
- Click Manage Subscriptions.
- Find Hotspot Shield and click Edit next to it.
- Select Cancel Subscription and confirm your choice.
Important note: Hotspot Shield's support team cannot cancel App Store subscriptions for you, even if you ask them. Only Apple can process these cancellations. If you have trouble accessing your subscription settings, contact Apple Support directly.
Cancel a direct hotspot shield website subscription
If you signed up on the Hotspot Shield website directly (not through an app store), you cancel through your account dashboard.
- Visit the Hotspot Shield website and log into your account using your email and password.
- Navigate to Account or Account Settings (this may also be labelled Manage Account or My Account depending on the website layout).
- Look for a Subscriptions, Membership, or Billing section.
- Locate your active subscription and click Cancel or Stop Auto-Renewal.
- Hotspot Shield may ask you why you are cancelling; you can skip this or provide feedback.
- The system will display a final confirmation. Click Confirm Cancellation.
- You should receive a cancellation confirmation email within one hour.
Warning: Cancelling stops future charges, but your access to Hotspot Shield typically continues until the end of your current billing period. If you paid for a full year upfront and cancel on month two, you lose access to the remaining ten months of service without a refund (unless you qualify for the 45-day money-back guarantee or have grounds under the Consumer Guarantees Act).
Pro tip: Before you cancel on the website, take a screenshot of your confirmation email. Stopee recommends saving this to a dedicated folder so you have proof of cancellation if billing disputes arise later.
What happens immediately after you cancel
Cancelling Hotspot Shield stops future charges, but the impact on your service access depends on your plan and when you cancel during your billing cycle.
Your access during the notice period
In most cases, you keep full access to Hotspot Shield's premium features until the end of your paid term. If you cancel on the tenth day of a monthly subscription, you still have access through to day thirty-one (or the final day of that month). After that date, your VPN connection will either degrade to a free tier with severe speed limits or cut off entirely, depending on Hotspot Shield's policy at the time.
Auto-renewal stops immediately
The moment you confirm your cancellation, Hotspot Shield's system removes the auto-renewal flag from your account. You will not be charged again unless you manually reactivate your subscription. Check your cancellation confirmation email to verify the exact date your service ends.
Your account data remains on file
Cancelling does not delete your Hotspot Shield account. Your login credentials, payment history, and device settings stay in the system unless you request full account deletion. If you want your account wiped completely, contact Hotspot Shield support separately and ask for data deletion under privacy laws.
Refunds: the 45-day money-back guarantee explained
Hotspot Shield advertises a 45-day money-back guarantee, but the refund process and eligibility depend on how and where you purchased the service.
Refunds for direct website purchases
If you bought Hotspot Shield directly from its website, you can request a full refund within 45 days of purchase, no questions asked. Contact Hotspot Shield support via email or live chat and provide your order number or the email address associated with your account. The company typically processes refunds within five to seven business days, and the money goes back to your original payment method (credit card, debit card, or digital wallet).
After 45 days, refunds are at Hotspot Shield's discretion. However, if you have grounds under the Consumer Guarantees Act-the service did not work as promised, speeds were not as advertised, or connectivity was unreliable-you can still request a refund beyond 45 days.
Refunds for google play purchases
Google Play's refund window is typically 48 hours, which is much shorter than Hotspot Shield's own 45-day guarantee. If you bought Hotspot Shield through Google Play, you can request a refund directly from Google within 48 hours of purchase. After 48 hours, Google does not guarantee a refund, but you can still try.
To request a refund through Google Play, go to your order history, find the Hotspot Shield charge, and tap Report a Problem. Select the reason and request a refund. Google reviews your request and usually responds within one business day.
Refunds for apple app store purchases
Apple processes App Store refunds independently of Hotspot Shield. You request refunds directly from Apple, not from Hotspot Shield support. Open the App Store on your iPhone, navigate to your account, find the Hotspot Shield charge in your purchase history, and tap Report a Problem. Explain why you want a refund (for example, "The app crashed frequently and did not provide the security advertised").
Apple typically honours refund requests within 48 hours if you purchased within the last 90 days. Hotspot Shield's 45-day guarantee applies separately to App Store purchases, but Apple's own refund policies take precedence.
Important limits on refunds
Hotspot Shield's Terms of Service state that all amounts are non-refundable unless the company explicitly agrees or New Zealand law requires it. This means outside the 45-day window, the company is not obligated to refund you unless the service failed to meet the standards set by the Consumer Guarantees Act.
If Hotspot Shield terminates your account during a paid subscription term (for example, for violating terms of service), you may be eligible for a pro-rated refund for the unused portion of your subscription, depending on the reason for termination.
Hotspot shield pricing and plan details
Understanding what you are paying for helps you decide whether to stay or cancel.
Plan breakdown for new zealand customers
| Plan name | Monthly price (approx NZ$) | Billing period | Devices included | Best for |
|---|---|---|---|---|
| Premium (Monthly) | NZ$18.81 | Monthly | Up to 10 devices | Individual users or small households |
| Premium Family (Monthly) | NZ$28.94 | Monthly | Up to 25 devices (5 per family member) | Families or shared accounts |
| Premium (Annual) | Approximately NZ$7.50 per month billed annually | Annual | Up to 10 devices | Budget-conscious users committing long-term |
Note: Hotspot Shield's website may display prices in USD (US dollars). The NZ dollar amounts above are approximate conversions from third-party comparison sources and may vary slightly depending on current exchange rates. Always check the exact amount on your invoice or the Hotspot Shield website at the time of purchase.
Whether the price justifies the service
At NZ$18.81 per month, Hotspot Shield sits in the mid-range of VPN pricing. Competing VPNs like NordVPN and ExpressVPN charge similar amounts or more. If Hotspot Shield delivers consistent speed, stable connections, and reliable encryption in your region of New Zealand, the price is reasonable. If you experience frequent disconnections, slow speeds that make streaming unwatchable, or battery drain that affects daily device use, the service does not justify its cost, and cancelling is the right choice.
Common mistakes that delay or prevent cancellation
Cancelling should be straightforward, but small mistakes can leave you still paying weeks or months later. We have helped thousands of customers through Stopee identify and fix these errors before charges continued.
Mistake one: uninstalling the app instead of cancelling the subscription
The single most common mistake is deleting the Hotspot Shield app from your phone, tablet, or computer and assuming the subscription is cancelled. It is not. The app and the subscription are completely separate. Uninstalling only removes the software; your billing details remain active in Google Play, the App Store, or Hotspot Shield's website, and charges continue monthly.
Always cancel your subscription through the platform where you bought it before you delete the app. Verify the cancellation status in your account settings, and only then uninstall.
Mistake two: cancelling in the wrong location
If you bought Hotspot Shield through Google Play but tried to cancel through the Hotspot Shield website, your cancellation request goes nowhere, and you keep paying. Each platform requires cancellation in its own system. Check your purchase receipt or payment history to confirm exactly where you signed up, then use the matching cancellation method.
Mistake three: not confirming the cancellation in writing
Email or chat confirmations from Hotspot Shield support can disappear from your inbox. Screenshot every cancellation confirmation, download the confirmation email as a PDF, and save it with a clear filename (for example, "Hotspot_Shield_Cancellation_2024_01_15.pdf"). If billing disputes arise later, this proof protects you in correspondence with your bank or the Commerce Commission.
Mistake four: cancelling during a free trial without understanding trial-to-paid conversion
If you signed up for a free trial, Hotspot Shield automatically converts you to a paid subscription when the trial ends unless you cancel before the conversion date. Some users cancel the free trial but do not realize they have already been charged for the first month. Check your email for trial end-date notifications, and cancel at least one day before the conversion date to avoid the first charge.
A checklist to confirm your cancellation is complete
Use this checklist immediately after cancelling to ensure your subscription is truly stopped and future charges will not occur.
- Verify the cancellation confirmation message appeared on screen and saved successfully.
- Check your email inbox (and spam folder) for a cancellation confirmation email from Google Play, Apple, or Hotspot Shield within one hour.
- Log back into your account on the platform where you cancelled and confirm your subscription now shows as "Cancelled" or "Inactive."
- Screenshot or print your cancellation confirmation and current subscription status for your records.
- Uninstall the Hotspot Shield app only after confirming the cancellation in step three.
- Monitor your bank or credit card statement for the next billing cycle to ensure no charge appears.
- If a charge does appear after cancellation, gather your screenshot evidence and contact your bank immediately to dispute the charge.
What to do if hotspot shield continues billing after you cancel
Occasionally, subscription systems glitch, and charges appear even after a confirmed cancellation. You have clear legal remedies.
Step one: contact hotspot shield support
Email Hotspot Shield's support team with your cancellation confirmation screenshot, the date you cancelled, and the unwanted charge details. Ask for an immediate refund and a detailed explanation of why the charge processed. Keep a record of this correspondence. Most legitimate companies respond within 48 hours and issue refunds quickly.
Step two: dispute the charge with your bank
If Hotspot Shield does not refund the unauthorised charge within five business days, contact your bank and file a dispute. Provide your cancellation confirmation, your bank statement showing the unwanted charge, and all correspondence with Hotspot Shield. Your bank can reverse the transaction and may open a formal investigation into Hotspot Shield's billing practices.
Step three: escalate to the commerce commission
If Hotspot Shield has charged you multiple times after cancellation and refuses to refund, you can lodge a complaint with the Commerce Commission. The Commission can investigate unfair contract terms and deceptive billing practices. Visit the Commission's website, fill out a complaint form, and attach your evidence. The Commission takes repeat billing violations seriously and can force companies to issue refunds to all affected customers.
Contact information for cancellations and complaints
If you need to contact Hotspot Shield directly or require escalation options, here is where to reach them and who to contact if they do not respond.
Hotspot shield's support channels
Hotspot Shield provides email support and live chat on its website. Response times via email are typically 24-48 hours. If you are outside the 45-day refund window and believe the service breached the Consumer Guarantees Act, include this in your message and explain specifically how the service failed (for example, "The app crashes daily, preventing the encrypted connection from functioning as advertised").
Escalation to new zealand authorities
If Hotspot Shield does not respond or refuses a justified refund, contact the Commerce Commission's consumer complaints team. You can file a complaint online at beehive.govt.nz/info/commerce-commission or call their consumer hotline. Document all your attempts to resolve the issue with Hotspot Shield before escalating.
Final thoughts: take control of your subscriptions with stopee
Hotspot Shield's cancellation process is straightforward once you know which platform holds your subscription and what to expect after you cancel. The 45-day money-back guarantee gives you a safety net, and New Zealand's Consumer Guarantees Act protects you if the service did not work as promised.
Do not let a forgotten subscription drain your finances month after month. Stopee has helped thousands of consumers cancel unwanted services, recover unauthorised charges, and take control of their recurring costs. Whether you are cancelling Hotspot Shield or any other subscription, use the step-by-step methods in this guide, keep your proof, and contact us if you encounter resistance.
Your money, your choice, and your cancellation is just a few clicks away.