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Cancel Matterport: Step-by-Step Guide
How to cancel matterport and recover your data before access ends
What matterport is and why cancellation matters
Matterport is a 3D capture platform that transforms physical spaces into interactive digital twins-used by real estate agents, construction teams, insurance assessors, and facility managers across New Zealand and globally. You can upload, host, and share 3D models of buildings, properties, and sites through their cloud platform.
The service operates through subscription plans, on-demand capture services, and scanning hardware. Most users access Matterport via the web portal at my.matterport.com, though some purchase hardware or book professional capture appointments. If you're cancelling because your business model has changed, you've found a cheaper alternative, or you simply no longer need the service, Stopee is here to guide you through the process step by step.
Unlike some software platforms, Matterport doesn't publish a straightforward cancellation button in all areas-especially for users outside the United States. New Zealand customers face a particular challenge: Matterport's legal address for cancellations sits in Sunnyvale, California, and their Terms of Use require written notice to that US address. If you purchased through a local partner like Muse3D Ltd., your cancellation path may differ. Understanding your options now will save you time, money, and frustration later.
Why you might cancel matterport
You may cancel for several legitimate reasons: your subscription no longer aligns with your business needs, you've migrated to a competing 3D platform, costs have become unaffordable, or you've simply finished a project and don't require ongoing access. Whatever your reason, Stopee recognizes that cancelling should be straightforward and stress-free.
Key challenges new zealand users face
Matterport does not maintain a dedicated New Zealand cancellation address. Their standard process directs all legal notices-including cancellation requests-to their US headquarters. This means your cancellation notice may take longer to process than with locally-based services. Additionally, Matterport's no-refund policy on subscriptions means your money is at risk if you cancel before your billing period ends, and your data access ceases at the expiry date.
Your consumer rights under new zealand law
The Consumer Guarantees Act 1993 protects your rights as a consumer in Aotearoa, even when buying digital services from offshore companies like Matterport.
What the consumer guarantees act means for you
Under the Consumer Guarantees Act, Matterport must provide a service that is of acceptable quality, fit for purpose, and delivered with reasonable care and skill. If Matterport's service fails to meet these standards-for example, if your 3D models are inaccessible, the platform is persistently broken, or capture services don't deliver what was promised-you have the right to seek a refund, compensation, or re-performance of the service.
Matterport's "no refund" policy does not override consumer law. If the company provides a faulty service or breaches its obligations, you can escalate to the Commerce Commission or seek legal advice. Stopee recommends keeping records of any service failures, downtime, or unmet promises before you cancel, as these strengthen your position if you need to dispute a charge.
When to invoke consumer law
If Matterport's service has been defective, unavailable for extended periods, or failed to deliver promised features, document the dates and impacts. Take screenshots, note outage times, and record any customer service responses. If Matterport refuses to refund or credit your account despite these failures, escalate to the Commerce Commission's consumer complaints team. You may be entitled to a full refund even if Matterport's standard terms say otherwise.
Cancellation methods for different matterport products
Matterport offers several products-platform subscriptions, capture services, hardware, and app-based subscriptions-each with distinct cancellation routes. Your method depends on what you purchased.
Cancelling a platform subscription (web)
If you hold a Matterport subscription accessed via my.matterport.com, you can cancel online in a few steps. This is the fastest route and gives you immediate confirmation.
- Open your web browser and navigate to my.matterport.com.
- Sign in with your email address and password.
- Pro tip: If you've forgotten your password, use the "Forgot password" link before attempting to cancel.
- Locate the Account Settings menu, usually in your user profile dropdown or main dashboard navigation.
- Navigate to the Subscription section and review your current plan details.
- Select the Cancel or Downgrade option. Matterport may offer you a discount or pause option before you confirm cancellation.
- Warning: Read any discount offers carefully-they may auto-renew unless you actively decline.
- Confirm your cancellation. Your subscription will remain active until the end of your current billing period. Matterport does not issue pro-rata refunds for early cancellation.
- Check your email for a cancellation confirmation within 24 hours.
Cancelling capture services or a scan booking
If you've booked Matterport's professional capture service-where a technician visits your location to scan the space-your cancellation deadline and refund eligibility depend on how close you are to your appointment.
- Locate the booking confirmation email from Matterport's capture scheduling team. It contains a link to manage or cancel your appointment.
- Pro tip: Search your email for "capture," "booking," or "appointment" if you can't find it immediately.
- Click the booking link and select Cancel Appointment or similar option.
- Note the time remaining until your appointment:
- If you cancel more than 24 hours before the appointment, you receive an account credit or refund at Matterport's discretion.
- If you cancel less than 24 hours before the appointment, a cancellation fee applies and no refund or credit is issued.
- Alternatively, contact the Matterport capture scheduling team directly via email or phone (details in your confirmation email) if the online system is unclear.
- Request written confirmation of your cancellation and any resulting credit or refund.
Returning matterport hardware
If you purchased a Matterport scanning device and wish to return it, timing and condition are critical to your refund eligibility.
- Check the shipment date of your hardware. You have 30 days from delivery to initiate a return for a full refund.
- Warning: Returns requested after 30 days are generally not accepted unless the hardware is faulty or Matterport approves an exception.
- Verify the hardware is in original, undamaged condition. If it has been used, opened, or shows signs of wear, Matterport may refuse the return or offer a partial refund.
- Contact Matterport's support team with your order number and request a Return Merchandise Authorization (RMA).
- Pro tip: Ask for a shipping label and confirmation that return shipping is free before you pack the item.
- Pack the hardware securely in original packaging if possible. Use a tracked shipping method and keep your receipt and tracking number.
- Ship to the address provided by Matterport and obtain proof of delivery.
- Once Matterport receives and inspects the hardware, they will process your refund (usually within 7-14 business days).
Cancelling app-based subscriptions (Apple app store or google play)
If you purchased a Matterport subscription through the Apple App Store or Google Play, you cancel through those platforms, not through Matterport directly.
- For Apple App Store: Open the App Store, tap your profile icon, select Subscriptions, find Matterport, and tap Cancel Subscription.
- For Google Play: Open Google Play, go to Menu > Subscriptions, select Matterport, and choose Cancel Subscription.
- Your subscription cancels at the end of the current billing period. No refund is issued for the unused portion.
- Warning: App cancellations are separate from web platform cancellations. If you hold both, you must cancel each one separately.
Step-by-step cancellation for new zealand users
If your cancellation isn't available through the web portal or you're cancelling a contract-based service, you'll need to send written notice to Matterport's US address. This is the most reliable method for formal cancellation.
Sending written cancellation notice to matterport (US address)
- Prepare a formal cancellation letter (email or postal) that includes:
- Your full name and registered email address on the account.
- Your Matterport account number or username.
- The statement: "I hereby cancel my Matterport subscription effective immediately" or "as of [specific end-of-billing-period date]."
- Your reason for cancellation (optional but helpful for their feedback).
- The date you send the notice.
- Send your notice to Matterport's registered address in Sunnyvale, California:
- Matterport, Inc.
- 352 E. Java Drive
- Sunnyvale, CA 94089
- USA
- Send via email to their support team at the address listed on your account page, or use registered post if sending by mail. Keep a copy and proof of delivery.
- Pro tip: Email is faster. If you use postal mail, send registered with delivery confirmation and keep the receipt for at least 90 days.
- Allow 5-10 business days for processing. Follow up with Matterport support if you don't receive confirmation within this timeframe.
- Once you receive written confirmation from Matterport, your cancellation is officially recorded.
If you purchased through a new zealand reseller
Some New Zealand customers purchase Matterport services through local resellers like Muse3D Ltd. or other partners. If this applies to you, check your original invoice to confirm who you contracted with.
- Contact your reseller first (not Matterport directly). Their cancellation terms may be different and more flexible.
- Request their cancellation policy and process in writing.
- If the reseller refuses to cancel or disputes your request, escalate to Matterport in writing with copies of your contract with the reseller.
- The reseller's terms may allow refunds that Matterport's standard terms do not. Stopee recommends checking this before assuming a refund is impossible.
What happens to your data and access after cancellation
Once your subscription expires, access to your 3D models, media, and associated data changes. Understanding the timeline protects your business continuity.
Immediate effects on your account
Your account doesn't vanish the moment you cancel. Matterport allows your subscription to remain active until the end of the current billing period. During this window, you retain full access to your 3D models, sharing links, analytics, and all features.
Data retention after expiry
After your subscription ends, Matterport's data retention policy determines what happens next. Generally, your models are archived and inaccessible within 30-90 days of expiry. Shared links to your spaces stop working. If you need to recover data after this point, you may not be able to export or download your models.
Critical action: Before your cancellation takes effect, download or export all 3D models, floor plans, images, and reports you may need in the future. Stopee strongly recommends this as your final protective step.
Exporting your data before cancellation
- Log in to my.matterport.com while your subscription is still active.
- Navigate to each space or project you want to preserve.
- Look for an Export or Download option (usually in the menu bar or right-click context menu).
- Select the file format you prefer (e.g., 3D model file, images, floor plan PDF) and download to your computer.
- Verify all downloads are complete and stored safely before your subscription expires.
- Consider uploading critical files to cloud storage (Google Drive, OneDrive, Dropbox) as a backup.
Refund eligibility and what you can realistically recover
Matterport's refund policy is restrictive, but not absolute. Your recovery depends on what you paid for and when you cancel.
Platform subscriptions: no early refunds
Matterport explicitly does not refund unused subscription fees when you cancel early. If you pay for a monthly subscription and cancel on Day 5, you lose the remaining 25 days. If you're locked into an annual contract, early cancellation forfeits the remainder of that year's fees. No exceptions are made in their standard terms.
However, if you can demonstrate that Matterport failed to deliver the service promised (persistent downtime, missing features, poor performance), the Consumer Guarantees Act may entitle you to a full refund. Stopee advises collecting evidence of service failures and escalating to the Commerce Commission if Matterport refuses.
Capture services: refunds depend on timing
Professional capture bookings are more flexible. If you cancel more than 24 hours before the appointment, Matterport typically issues an account credit or, at their discretion, a cash refund. If you cancel within 24 hours, a cancellation fee applies and you receive nothing. The exact fee varies by plan.
Hardware returns: 30-day window
Hardware purchases qualify for a full refund if returned within 30 days of shipment in original, undamaged condition. Faulty hardware within 30 days can be exchanged or refunded. After 30 days, returns are generally not accepted unless Matterport authorizes an exception. No refunds are issued for change-of-mind returns after the 30-day window closes.
Refunds through app stores
If you purchased a subscription via Apple App Store or Google Play, Apple and Google control refunds, not Matterport. Apple allows refund requests within 14 days of purchase; Google offers limited windows. Contact the app store directly, not Matterport.
Common mistakes that cost money and delay cancellation
Cancelling a digital service is often more complex than it should be. Many customers make avoidable errors that delay their exit or cost them money.
Mistake 1: not checking your billing cycle before cancelling
If you cancel mid-month without understanding your billing date, you might forfeit a week or more of paid time. Always check when your subscription renews before you cancel. If your renewal is in 3 days, wait to cancel after that date if you want to use the service through the end of the new cycle. Conversely, cancel immediately if you're close to a renewal you don't want to trigger.
Mistake 2: cancelling only the web subscription and forgetting the app
Many users hold subscriptions on both my.matterport.com and the Apple App Store or Google Play simultaneously. Cancelling one doesn't cancel the other. You must cancel each platform separately, or you'll continue paying for a duplicate subscription. Stopee recommends cancelling both channels on the same day to avoid confusion.
Mistake 3: ignoring the data export deadline
Your 3D models are accessible until your subscription expires. After that, access is suspended and export becomes difficult or impossible. Customers who delay exporting data until after cancellation often find themselves locked out. Export everything while you still have access-this is non-negotiable.
Mistake 4: not requesting confirmation of cancellation
If you cancel via the web portal, you'll receive an email confirmation. If you send written notice to their US address, request written confirmation in return. Some customers assume their notice was received only to discover weeks later that it wasn't processed. Always confirm in writing.
Mistake 5: failing to dispute a charge after cancellation
Matterport occasionally continues to charge users after cancellation due to system errors or miscommunication. If you're charged after your cancellation should take effect, contact support immediately with your cancellation confirmation. If they refuse to refund, dispute the charge with your bank within 60 days of the unauthorized transaction. Don't assume the charge is correct-push back.
Timeline and billing considerations
Understanding when your cancellation takes effect and how it aligns with your billing cycle prevents unexpected charges and maximizes the value you extract before you go.
| Cancellation type | Effective date | Refund policy | Data access ends |
|---|---|---|---|
| Web platform subscription (recommended) | End of current billing period | None (no early refunds) | On subscription expiry date |
| Written notice to US address | 5-10 business days after receipt | None unless service failure proven | As per contract terms |
| Capture service (24+ hours notice) | Immediate | Account credit or full refund at Matterport's discretion | Booking cancelled |
| Capture service (less than 24 hours) | Immediate | Cancellation fee applies; no refund | Booking cancelled but fee charged |
| Hardware return (within 30 days) | Upon Matterport receipt and inspection | Full refund | N/A (hardware) |
| App subscription (Apple/Google) | End of current billing period | Request within 14 days (Apple) or as per Google terms | App access ends |
How to avoid traps before and during cancellation
Matterport and similar SaaS platforms often use dark patterns and hidden terms designed to keep you on their platform longer. Awareness helps you sidestep these tactics.
The auto-renewal trap
When you cancel, Matterport will often suggest downgrading to a free or cheaper plan instead. Don't fall for this. A downgraded account often auto-renews without explicit confirmation. If cost is your issue, cancel entirely rather than downgrade. Your data will be preserved during the remainder of your current billing cycle, giving you time to export before the service truly ends.
The "pause" offer
Matterport may offer to "pause" your subscription for 30 days instead of cancelling. This is a retention tactic. Your subscription remains active and will resume automatically. Unless you genuinely plan to reactivate, decline this offer and cancel outright.
The missing confirmation
If you cancel online and don't receive an email confirmation within 24 hours, follow up with support. A missing confirmation can signal the cancellation wasn't processed. Stopee recommends taking a screenshot of the cancellation page as backup evidence.
Hidden charges after cancellation
Check your credit card or bank statement for at least two billing cycles after cancellation. Matterport occasionally charges for usage-based fees, add-ons, or renewal notices not tied to your main subscription. Dispute anything unexpected immediately.
Pre-cancellation checklist
Before you submit your cancellation, complete this checklist to ensure a smooth exit with no regrets.
| Task | Why it matters | Status |
|---|---|---|
| Export all 3D models, floor plans, and reports | Data becomes inaccessible after expiry | ☐ |
| Check your renewal date and billing amount | Avoid forfeiting unused fees or triggering renewal | ☐ |
| Document any service failures or downtime | Required evidence if you need to dispute a refund denial | ☐ |
| Verify which subscription channels you hold (web, app store) | You must cancel each one separately | ☐ |
| Take a screenshot of your cancellation confirmation | Proof if Matterport disputes you ever cancelled | ☐ |
| Monitor your statement for unexpected charges for 60 days | Catch and dispute errors before the dispute window closes | ☐ |
Key contact information and escalation points
If standard cancellation doesn't work or Matterport refuses to process your request, escalation points exist to enforce your rights.
Matterport's new zealand and US contact details
Matterport does not operate a New Zealand office. All cancellations must be directed to their US headquarters:
Matterport, Inc.
352 E. Java Drive
Sunnyvale, CA 94089
USA
For email support, use the contact form on Matterport's website or email support provided in your account portal. Response times can be 5-10 business days.
Escalation through new zealand authorities
If Matterport refuses to honor a cancellation, refund, or violates consumer law, escalate to the Commerce Commission. The Commission handles complaints about misleading conduct, unfair contract terms, and breaches of the Consumer Guarantees Act. Stopee advises filing a formal complaint if Matterport's response to your cancellation request is unreasonable or if they charge you after cancellation without justification.
Commerce Commission
Phone: 0800 943 600
Website: comcom.govt.nz
Dispute a credit card or bank charge
If Matterport charges you after cancellation and refuses to refund, contact your bank or credit card provider. Request a chargeback or dispute within 60 days of the unauthorized charge. Provide your bank with your cancellation confirmation as evidence.
Protecting yourself after cancellation
Cancelling is only the first step. Protecting yourself afterward ensures the matter stays closed.
Monitor your statements
Check your credit card or bank account for two full billing cycles after cancellation. Flag any charges from Matterport. Even small recurring charges can signal a failed cancellation that needs correction.
Keep records indefinitely
Retain your cancellation confirmation email, screenshots, and any correspondence with Matterport for at least 12 months. If a dispute arises, these records prove you cancelled in good faith.
Request confirmation of data deletion (optional)
If your data contained sensitive information about client properties or buildings, you can request written confirmation that Matterport has deleted your models from their servers. This isn't required by law but adds peace of mind. Send a follow-up email to support asking for data deletion confirmation and request a written response within 14 days.
Is matterport right for you, or should you cancel?
Cancellation is always an option, but so is finding the right plan or reseller to match your needs. Here's a quick framework.
| Situation | Recommended action | Stopee guidance |
|---|---|---|
| You've finished a one-off project and need no ongoing access | Cancel | Export data now; cancellation is justified |
| Cost is prohibitive but you may need the service again in 6 months | Pause or downgrade, then cancel later | Downgrading is tempting but risky-auto-renewal is common |
| You've migrated to a competitor like Zillow 3D or Matterport alternative | Cancel immediately | No sense in paying for duplicate services |
| Service has been unreliable or missing features you paid for | Cancel and escalate to Commerce Commission | Document failures; you may qualify for a refund under Consumer Guarantees Act |
| You're unsure whether you'll use it again | Cancel but keep exported data for reference | You can always re-subscribe later if needs change |
| You purchased through a local reseller and want to renegotiate | Contact reseller before cancelling outright | Resellers often have more flexibility on pricing and terms than Matterport HQ |
Final summary: taking control of your cancellation
Cancelling Matterport doesn't have to be complicated. Whether you're exiting because your project is complete, costs are unmanageable, or the service isn't delivering value, Stopee has provided you with every cancellation route available to New Zealand customers.
The quickest method is via the web portal at my.matterport.com if that option is available on your account. For formal cancellations, written notice to Matterport's Sunnyvale address remains the official route. Regardless of your method, export your data before your subscription expires, monitor your statements afterward, and escalate to the Commerce Commission if Matterport refuses to honor your cancellation or breaches the Consumer Guarantees Act.
Matterport's no-refund policy for early cancellations is frustrating, but it's not unbreakable if service failure is involved. Document any downtime, missing features, or broken promises-these are your leverage points if a dispute arises.
Stopee has helped thousands of New Zealand consumers navigate cancellations of SaaS platforms, digital subscriptions, and software services that no longer fit their needs. Your decision to cancel is valid, and the process should be transparent and painless. If you encounter resistance, remember that consumer law is on your side. Take action today, protect your data, and move forward with confidence.