Manage Odoo

How to cancel odoo in new zealand and get your money back

What is odoo and why you might want to cancel

Odoo is a modular business management platform that brings together apps for accounting, sales, inventory, customer relationship management and more into a single integrated system. You can run it as an open-source Community edition at no cost, or upgrade to a commercial Enterprise offering with add-ons from Odoo's official channels or third-party developers.

The platform is flexible, which is excellent if it fits your workflow. But if you have found that Odoo does not meet your needs, costs more than expected, or simply is not the right tool for your business, cancellation can feel complicated because Odoo does not publish a single unified cancellation policy that covers all purchase channels. That is where Stopee comes in. We help New Zealand consumers navigate cancellation and refund processes with clarity and confidence.

Why cancellation can feel confusing

Odoo sells through multiple channels: the Odoo Apps Store (third-party apps), The Odoo Store (digital content), direct web subscriptions (Enterprise), and mobile app stores. Each channel has its own rules, refund windows and escalation paths. No wonder you feel lost. Understanding which channel you used is your first step to a smooth cancellation.

When you should cancel odoo

You might cancel because the software is too complex for your team, pricing has risen beyond your budget, you have found a better alternative, or the features simply do not deliver what you expected. Whatever your reason, you have consumer rights in New Zealand that protect you. Stopee is here to ensure you understand those rights and how to claim them.

Your consumer rights and what they mean for you

New Zealand consumer law gives you protection when you buy software and digital services. The Consumer Guarantees Act 1993 and the Fair Trading Act 1986 are your strongest tools.

The consumer guarantees act 1993

Under this Act, goods and services you buy must be of acceptable quality, safe, fit for purpose and supplied with proper care. If Odoo fails on any of these counts and you report it within a reasonable time, you have the right to a refund, replacement or repair at no cost to you. Stopee recommends keeping records of all communication with Odoo or your vendor if you plan to claim a refund based on quality or fitness for purpose.

The fair trading act 1986

This law protects you against misleading or deceptive conduct. If Odoo made promises about features, performance or compatibility that turned out to be false or missing, and those claims influenced your purchase decision, the Fair Trading Act gives you grounds to ask for your money back. You can also escalate to the Commerce Commission if a company refuses to deal with your complaint fairly.

Automatic renewal and your rights

If you subscribed to Odoo online and it auto-renews, New Zealand law requires the supplier to give you clear notice before charging you again. They must also make cancellation as easy as purchase. If Odoo has made cancellation difficult or buried the option, that may itself breach the Fair Trading Act. Document this if it applies to you, and mention it if you need to escalate.

Odoo pricing in new zealand

Odoo pricing varies by partner, country tier and any promotional discounts you negotiated. Below is a snapshot of typical NZ pricing based on partner sources, though official global pricing in USD may differ. Always confirm costs with Odoo or your local partner before you commit.

Standard pricing overview

What affects your final bill

Your partner may offer introductory discounts, annual payment incentives or bundled pricing that differs from the standard table. Implementation and training costs sit on top of the software fee. Some partners in New Zealand charge setup or migration fees. Get a written quote before you sign anything so you can make an informed decision, and keep that quote for your cancellation file if needed.

How to cancel odoo step by step

Your cancellation path depends entirely on how you bought Odoo. Stopee breaks this down by purchase channel so you can follow the exact process that applies to you.

Step 1: identify where you purchased odoo

Before you do anything, know which channel you used. Check your emails for order confirmations and receipts. Look for these signs:

• Email from an Odoo Apps Store vendor? You bought a third-party app.
• Email from The Odoo Store (theodoostore.com)? You bought digital content.
• Email from Odoo directly or an invoice from an Odoo partner? You have an Enterprise or SaaS subscription.
• Email from Apple App Store or Google Play? You bought via a mobile platform.

For third-party apps from the odoo apps store

1. Locate the app author's name and contact information in your Odoo Apps Store purchase receipt or invoice.
2. Send the app author a polite but clear support request explaining why you want to cancel and asking if the app can be uninstalled or if you are eligible for a refund.
   • Reference your order number and purchase date in your email.
   • Explain briefly any bugs, missing features or incompatibilities you encountered.
3. Wait for their response. The app author has 15 days to respond under Odoo's dispute resolution process.
4. If the author does not resolve your issue or denies your refund request, you can escalate directly to Odoo within two months of purchase.
   • Email Odoo's support team at support@odoo.com with your original purchase receipt, the author's response, and a summary of why you believe you deserve a refund.
   • Odoo will review your case and make a final decision.
5. Pro tip: Odoo refunds third-party apps only if you report bugs that the author did not fix, advertised features are missing, the version is faulty, there is a license issue, or fraud occurred. "Change of mind" alone will not qualify.

For digital purchases on the odoo store

1. Go to The Odoo Store (theodoostore.com) and log into your account.
2. Find your purchase in your order history and review the vendor's terms and conditions.
   • Warning: The Odoo Store does not offer refunds for change of mind, accidental purchase, lack of expertise or goodwill requests. Refunds are only granted if the vendor has breached their warranty.
3. If you believe the vendor has breached warranty (for example, the product does not work as described or is completely non-functional), contact the vendor directly with proof.
   • Include screenshots, error messages or logs showing the breach.
   • Ask for a refund within a reasonable timeframe (typically 7-14 days).
4. If the vendor refuses and you have evidence of a warranty breach, escalate to The Odoo Store support team with all documentation.
5. Pro tip: Digital content purchases are final. Read the full product description and vendor terms before you buy to avoid regret.

For enterprise or web SaaS subscriptions

1. Log into your Odoo account or check your email for the name and contact details of your account manager or local Odoo partner.
2. Send a formal cancellation request to your account manager or Odoo support (support@odoo.com).
   • State your name, company, account ID and subscription level.
   • Give at least 30 days' notice (check your contract for the exact notice period).
   • Ask three specific questions: When does my subscription end? Do I get a pro-rata refund? How do I export my data?
3. Request confirmation of your cancellation date in writing.
4. Before the cancellation date, export all your business data from Odoo.
   • Go to Settings > Technical > Database Tools and create a full backup.
   • Export key records (customers, invoices, products) as CSV or Excel files as a safety net.
   • If you are unsure how, contact your Odoo partner or Odoo support-they should help at no cost if you are cancelling.
5. Pro tip: Enterprise contracts often have lock-in periods. If you signed a one-year or multi-year agreement, early cancellation may trigger a penalty. Review your contract before you request cancellation.

For purchases via apple app store or google play

1. If you bought a mobile app or subscription through the Apple App Store or Google Play, you must follow that store's cancellation and refund process, not Odoo's.
   • Odoo mobile apps have been deprecated in favour of browser-based progressive web apps, so you may find limited support from Odoo itself for app-store purchases.
2. Open the Apple App Store or Google Play app on your device.
3. Find the Odoo app in your purchases or subscriptions section and select "Request refund" or "Cancel subscription".
4. Provide a reason and submit. Apple and Google typically process refund requests within 48 hours.
5. Pro tip: App store refunds are usually granted once per app. If you request multiple refunds, future requests may be denied. Use this option strategically.

What happens to your access, data and billing after you cancel

Cancellation does not mean instant deletion. You need to understand the timeline and protect your data.

Access and billing cycle

Once you cancel, Odoo or your vendor typically stops you from renewing at the end of your current billing cycle. If you paid monthly, you keep access through the end of that month. If you paid annually, you keep access through the end of that year, unless the vendor has different terms. The earlier you cancel in a billing cycle, the sooner your costs stop. Check your contract for exact terms.

Data retention and export

Odoo Online (cloud-hosted) instances are usually deleted 30-90 days after cancellation. If you use a self-hosted or partner-hosted instance, data can stay longer. Stopee strongly recommends exporting your data before your cancellation is final. Do not rely on the vendor to keep your data safe after you leave.

• Export customer records, invoices, products and any other business data you need.
• Save backups to your own secure storage (external drive, cloud storage you control).
• If you hosted Odoo on a partner's server, ask the partner in writing how long they will keep your data and how you can retrieve it.

Will you get a refund

Refund eligibility is the question that keeps you up at night. The answer depends on which channel you used and how long ago you bought.

Odoo apps store refunds (third-party apps)

You can claim a refund within two months of purchase if the app fails to work, has serious bugs the author will not fix, is missing advertised features, or is faulty or fraudulent.

• Contact the app author first. They have 15 days to respond or offer a fix.
• If they do not respond or your issue is unresolved, escalate to Odoo at support@odoo.com with proof of your complaint and their response (or non-response).
• Odoo will decide whether to grant a refund. If they approve, the refund is issued to your original payment method within 5-10 business days.
• Warning: Refunds are not given for change of mind, choosing the wrong app by mistake, unmet custom requirements, or if you installed the app on an Odoo Online instance and no longer have access to prove it failed.

The odoo store refunds (digital content)

The Odoo Store has a very strict refund policy. Refunds are only available if the vendor has breached their warranty. "Breach of warranty" means the product does not work as clearly described, is completely non-functional, or contains malicious code.

• Change of mind, accidental purchase, lack of expertise and goodwill requests do not qualify.
• If you believe there is a genuine breach, contact The Odoo Store support team with detailed evidence and ask for a refund.
• Approved refunds are processed within 10 business days.
• Pro tip: Digital content is final sale. Read reviews and the full product description before you commit.

Enterprise and SaaS subscription refunds

Refunds for Enterprise subscriptions depend on your contract. Many include a 30-day money-back guarantee, but not all. Some contracts allow pro-rata refunds if you cancel early within a grace period.

• Check your original contract or invoice for refund terms.
• If you have not used the service significantly and you are within 14-30 days of purchase, ask Odoo or your partner for a goodwill refund based on New Zealand consumer law (the Consumer Guarantees Act allows refunds if the service is not fit for purpose).
• If Odoo or the partner refuses, you can escalate to the Commerce Commission if the service is genuinely not suitable for the purpose for which you bought it.

Mobile app store refunds

Apple and Google typically grant refunds within 14-30 days of purchase if you request them within the app store (not through Odoo). After that window, refunds are rare. Act quickly if you want your money back.

Common mistakes to avoid when cancelling odoo

Cancelling software can feel stressful, especially when money is involved. You are not alone in feeling confused or worried that you might lose your data or money. Here are the traps that catch people and how to sidestep them.

Mistake 1: forgetting to export data before cancellation

You cancel your subscription, and then 45 days later you realise you never downloaded your customer list or invoices. Odoo has already deleted your instance. You have no way to get that data back. Always export everything before the cancellation date, full stop.

Mistake 2: assuming you can cancel the same way you bought

You bought via a partner or the Apps Store, but you try to cancel through your Odoo account login. It does not work because the vendor controls cancellation, not Odoo. Know your channel and contact the right party.

Mistake 3: missing the refund window

Third-party apps on the Odoo Apps Store have a two-month refund window from purchase. If you wait four months to complain about a faulty app, Odoo will reject your refund request. Check purchase dates and refund windows immediately.

Mistake 4: not documenting your complaint

You email the app author once, they do not reply, and you give up. Odoo's dispute process requires proof that you gave the author a fair chance (15 days) to resolve the issue. Send a follow-up email and keep copies of all correspondence. Screenshot it if necessary.

Mistake 5: signing a contract you have not read

Enterprise contracts often have lock-in periods, early termination penalties, and minimum usage commitments. If you sign without reading, you might owe money even if you cancel. Read the contract before you sign, and ask questions about exit clauses.

How to escalate if odoo or your vendor refuses to help

You have followed the steps, sent polite emails, and Odoo or the vendor has simply ghosted you or said no. You still have power. Stopee recommends a structured escalation approach.

Step 1: formal written demand

Send a formal letter (email is fine) to Odoo or the vendor titled "Formal Refund Demand" with these elements:

• Your account ID, purchase date and order number.
• A clear statement of why you believe the product or service failed (faulty, missing features, not fit for purpose, misleading claims).
• Reference to the Consumer Guarantees Act 1993 or Fair Trading Act 1986 if relevant.
• A request for a full refund within 14 days.
• Your payment details (bank account or original payment method).

Keep a copy of this letter. A formal demand carries weight and often prompts a response where casual emails do not.

Step 2: escalate to the commerce commission

If Odoo or the vendor does not respond to your formal demand within 14 days, you can lodge a complaint with the Commerce Commission (comcom.govt.nz). The Commission investigates breaches of the Fair Trading Act and can order companies to refund you and pay penalties.

• You will need your order confirmation, proof of payment, correspondence with the vendor, and a summary of what went wrong.
• The Commission's investigation is free and does not require you to pay a lawyer.

Step 3: small claims tribunal or civil court

If the amount is small (under $15,000 for District Court), you can sue for breach of the Consumer Guarantees Act or Fair Trading Act. You do not need a lawyer, and filing fees are modest. Stopee recommends getting legal advice before this step, but it is your right if the company has genuinely wronged you.

Your cancellation checklist

Use this checklist to keep yourself on track and protect your interests.

Contact information for cancellations in new zealand

No single unified postal address for Odoo cancellations in New Zealand has been published by the company. However, the WAO Group operates as an official Odoo partner with a New Zealand office and may be able to assist with cancellation requests for locally managed accounts.

Key contacts

• Odoo global support: support@odoo.com (email for Enterprise and subscription disputes)
• The Odoo Store support: Use the contact form at theodoostore.com or email the vendor directly from your purchase receipt
• Odoo Apps Store refund escalation: support@odoo.com (include proof of your complaint to the app author)
• Apple App Store refunds: reportaproblem.apple.com
• Google Play refunds: support.google.com/googleplay
• Commerce Commission (New Zealand): comcom.govt.nz or 0800 943 600 (for Fair Trading Act complaints)
• WAO Group (Odoo partner, New Zealand): Check your original purchase email or ask Odoo support for contact details if your account is managed locally

Key takeaways

Cancelling Odoo is absolutely possible when you know the rules. Your purchase channel determines your process. Refund eligibility depends on how long ago you bought and which grounds you claim. New Zealand's Consumer Guarantees Act and Fair Trading Act are your safety net: they require software to be fit for purpose, and if Odoo is not, you have a legal right to refund or repair. Export your data before you cancel. Keep all documentation. If the company refuses to help, escalate to the Commerce Commission. Stopee has helped thousands of New Zealand consumers cancel unwanted software and recover refunds they were entitled to. You deserve clarity, honesty and fair treatment-and Stopee is here to make sure you get it.