Manage Protonmail

How to cancel protonmail in new zealand and protect your data

What protonmail is and why you might want to leave

Protonmail (operated by Proton) is an encrypted email service used by thousands of New Zealanders who value privacy. The platform offers free and paid plans with features like end-to-end encryption, custom domains, and integrated privacy tools such as Proton VPN and Drive on premium tiers.

However, you might decide to cancel for several reasons: the paid plans are expensive, you need fewer email addresses, or you've found an alternative that better suits your needs. Whatever your reason, Stopee is here to guide you through the cancellation process safely.

When cancellation makes sense

You should consider cancelling if you're paying for features you no longer use, if the service no longer aligns with your privacy needs, or if budget constraints mean you need to cut back. Downgrading to Protonmail's free tier is also an option if you want to keep a basic encrypted email account without paying.

The key is acting before your next billing cycle-most cancellations take effect at the end of your paid period, meaning you won't lose access to paid features immediately.

Protonmail pricing in new zealand

Protonmail offers multiple subscription tiers, and pricing differs depending on whether you subscribed directly through the web or via an app store. Understanding your plan helps you know exactly what you're cancelling and what refund you might be entitled to.

Pro tip: If you subscribed through an app store (Apple App Store or Google Play), your refund and cancellation process differs from direct web subscriptions. Stopee strongly recommends checking your original confirmation email to see where you purchased.

Your consumer rights under new zealand law

As a consumer in New Zealand, you have protections that Protonmail must honour. Understanding these rights puts you in a stronger position if you encounter problems during cancellation or dispute a charge.

Consumer guarantees act protections

The Consumer Guarantees Act 1993 protects you when you buy goods or services, including digital services like email subscriptions. Under this law, Protonmail must provide services that are of acceptable quality, fit for purpose, and safe.

If Protonmail fails to provide these standards-for example, if you lose access to your emails after cancelling or if the service becomes unstable-you can lodge a complaint with the service provider. If they refuse to help, you can escalate to the Commerce Commission, New Zealand's consumer authority.

The 14-day cancellation right

Protonmail acknowledges a 14-day "cooling-off" period for consumers in certain jurisdictions, including those with statutory cancellation rights. This means you can cancel within 14 days of purchase and request a refund of the unused portion, even if you haven't used the service much.

Warning: This 14-day right applies only to new subscriptions purchased directly through Proton's website. App-store purchases follow the app store's cancellation policy (usually 14 days from purchase via Apple or Google).

How to cancel protonmail (by subscription method)

Your cancellation method depends on where you purchased your subscription. Stopee has broken down each route into simple, actionable steps so you don't get stuck.

Cancel a direct web subscription (Proton.me)

If you subscribed directly through Proton's website using a credit card or other payment method, follow these steps to cancel from your account dashboard.

1. Go to proton.me and sign in with your Protonmail email and password.
   • If you've forgotten your password, click "Forgot password" and follow the reset link sent to your recovery email.
2. Click your profile icon in the top-right corner and select Account settings.
   • On mobile, tap the menu icon (three horizontal lines) and select Account.
3. Navigate to the Subscription or Billing tab in the left sidebar.
   • Look for a section titled "Your subscriptions" or "Manage plan".
4. Find your active plan and click Manage or Downgrade.
   • Proton may offer you a discount to keep your subscription-you can ignore this and proceed with cancellation.
5. Select Downgrade to Free or choose a cheaper plan if you want to keep some features.
   • Your paid features remain active until the end of your current billing cycle.
6. Confirm your choice by clicking Downgrade and follow any final prompts.
   • You'll receive a confirmation email within minutes-keep this for your records.

Pro tip: Downgrading to Free is technically a cancellation because you stop paying. Your account won't be deleted, and you'll keep your email address-you'll simply lose paid features like extra storage and custom domains after the billing period ends.

Cancel an apple app store subscription

If you purchased Protonmail through the Apple App Store on your iPhone, iPad, or Mac, you must cancel through Apple's system. Proton cannot cancel app-store subscriptions for you.

1. Open the Settings app on your iPhone, iPad, or Mac.
   • On Mac, go to System Settings > [Your Name] > Media & Purchases.
2. Tap or click Media & Purchases (or iTunes & App Store on older iOS versions).
   • You may need to sign in with your Apple ID.
3. Tap or click Subscriptions.
   • This shows all active subscriptions tied to your Apple ID.
4. Find Proton Mail or Proton Unlimited in the list and tap it.
   • If you don't see it, scroll down or check "Expired" subscriptions.
5. Tap Cancel subscription or Edit and then Cancel.
   • Apple will ask you to confirm-tap Confirm cancellation.
6. You'll see a message saying your subscription ends on a specific date. That's your final billing date.
   • Apple sends a confirmation email to your Apple ID email address.

Warning: Apple will try to tempt you with retention offers (temporary discounts). Ignore these if you've decided to cancel.

Cancel a google play subscription

If you purchased through Google Play on an Android device, Google manages your subscription. You must cancel through the Google Play app or website-Proton cannot do it for you.

1. Open the Google Play Store app on your Android device.
   • On a computer, go to play.google.com and sign in with your Google account.
2. Tap the profile icon in the top-right corner and select Manage subscriptions or Payments and subscriptions.
   • On a computer, click the profile icon and choose Manage your subscriptions.
3. Find Proton Mail or Proton Unlimited in the active subscriptions list.
   • Tap or click on it to open the subscription details.
4. Tap or click Cancel subscription.
   • Google will ask you to confirm and may offer a retention discount-proceed with cancellation if you're sure.
5. Select a cancellation reason (optional) and confirm.
   • Google sends a confirmation to your registered email address.

Pro tip: Both Apple and Google allow you to cancel immediately (access ends when you confirm) or at the end of your billing period (you keep access until then). Choose the option that suits you, but Stopee recommends cancelling at the end of your paid period to avoid losing access mid-month.

What happens after you cancel protonmail

Cancellation doesn't happen instantly-understanding what to expect helps you plan ahead and avoid losing important emails or data.

Your access during and after the paid period

When you cancel, your account downgrades to Free at the end of your current billing cycle. Until that date, you keep all paid features: extra storage, custom domains, and multiple email addresses. On the date your subscription ends, those features become unavailable.

You won't lose your email address or existing emails. However, if your account is using more storage than the Free tier allows (500 MB), you may not be able to send or receive new emails until you delete old messages or upgrade again.

Data, email addresses, and account recovery

Your paid email addresses (like name@customdomain.com) continue to receive mail but no longer forward to your primary inbox after the subscription ends. To keep access to emails sent to paid addresses, you should export or forward them to your Free email address before cancellation takes effect.

If your account becomes inactive after cancellation, Proton may eventually delete old emails or lock your account. To be safe, export all your data-Proton offers a download option in Account Settings-before your subscription ends.

Warning: There have been reports of users losing access to @pm.me addresses or archived emails after their accounts lapse. Stopee strongly recommends exporting your data or transferring important emails to another account before your final billing date.

Refunds and your right to get money back

Refunds are possible if you act quickly and know the right rules. Stopee has worked with hundreds of consumers to recover unfair charges, and the same principles apply to Protonmail.

Proton's standard refund policy

Protonmail's Terms of Service state that refunds are available within 30 days of purchase for the unused portion of your subscription. After 30 days, subscriptions are generally non-refundable unless Proton decides otherwise.

For example: If you bought a 12-month subscription on 1 January for $95.88 NZD but cancel on 15 February (after 46 days), you've passed the 30-day window and may not qualify for an automatic refund under Proton's policy.

Your right to a refund under new zealand law

The Consumer Guarantees Act and other consumer protection rules may entitle you to a refund even outside Proton's 30-day window. If Protonmail has failed to provide an acceptable standard of service-downtime, security issues, or unfulfilled promises-you can request a refund as compensation.

Additionally, the 14-day statutory cancellation right mentioned earlier allows you to cancel and request a refund for the unused portion, even if Proton's policy says otherwise. This applies especially to new subscriptions purchased directly through Proton.

How to request a refund

1. Contact Proton Support at support@protonmail.com or through the in-app help menu.
   • Include your subscription purchase date, the plan you purchased, and the amount you paid.
2. Explain your reason: "I am requesting a refund under the 14-day cancellation right" or "I purchased this on [date], within 30 days, and am requesting a refund for the unused portion."
   • Keep your email brief, factual, and professional.
3. If you subscribed via Apple or Google Play, mention this in your message.
   • Proton will direct you to Apple or Google for the refund rather than processing it themselves.
4. Wait for Proton's response. They typically reply within 3 to 5 business days.
   • If they approve, the refund appears as a credit to your Proton account by default. You can request it be refunded to your original payment method instead.
5. If Proton refuses your refund request, escalate to the Commerce Commission.
   • Lodge a complaint at www.consumerprotection.org.nz or contact them at 0800 943 600.

Pro tip: Keep your original order confirmation email, bank or credit card statement showing the charge, and any emails with Proton Support. These documents prove your case if you need to escalate to the Commerce Commission.

Common mistakes to avoid when cancelling

Many people rush the cancellation process and end up in trouble. Stopee has seen consumers accidentally lose access to important emails, miss refund deadlines, or pay for an extra month because they cancelled the wrong account. Learn from their mistakes.

Mistake 1: cancelling the wrong subscription

If you own multiple Protonmail accounts or subscribed through multiple platforms (web and Apple, for example), it's easy to cancel the wrong one. Always double-check which account and plan you're cancelling before you confirm.

Mistake 2: not exporting your data before the cancellation date

Once your subscription ends and you downgrade to Free, you lose access to extra storage and custom domains. If your account is full, you may not be able to retrieve old emails. Export everything-or delete unnecessary messages-before your subscription ends.

Mistake 3: ignoring the 30-day refund window

Proton's 30-day refund period starts on your purchase date, not on the date you cancel. If you wait 45 days to request a refund, you've missed the window (though statutory rights may still apply). Request refunds immediately after cancelling if you're within 30 days.

Mistake 4: confusing "downgrade" with "delete account"

Cancelling your paid plan is different from deleting your account. Downgrading keeps your account active on the Free tier, meaning you retain your email address and old messages. If you want to delete the account entirely, that's a separate process in Account Settings-and it's permanent.

Cancellation checklist for protonmail

Use this checklist to ensure you cancel correctly and don't forget any important steps.

Reviews and what other new zealand users say

Protonmail is widely respected for its encryption and privacy features-it has a 4.5-star rating across most platforms. However, some New Zealand users have reported challenges during cancellation, particularly around app-store subscriptions and data export.

Common praise includes strong privacy, ease of use on desktop, and the free tier's generosity. Common complaints include higher app-store prices (due to commission), occasional support delays, and confusion around cancelling app-store subscriptions.

Stopee's advice: Protonmail is excellent for privacy-conscious users, but make sure you understand where you subscribed before cancelling to avoid frustration.

Should you keep or cancel protonmail?

Consider keeping Protonmail if you value privacy, use encrypted email regularly, or need custom domains for work. Consider cancelling if the cost no longer fits your budget, you've moved to a competing service, or you don't use paid features.

How to contact protonmail and your escalation options

If Protonmail refuses to help during cancellation or doesn't respond to refund requests, you have escalation options. Stopee believes in giving you every avenue to resolve this fairly.

Protonmail support channels

Contact Proton Support at support@protonmail.com. They typically respond within 2 to 5 business days. Include your account email, subscription details, and a clear description of your issue. If you're requesting a refund, include your purchase date and amount paid.

You can also access help through the Proton website's support portal at proton.me/support or in-app help menus.

Escalating to the commerce commission

If Protonmail doesn't respond or refuses your cancellation or refund request unjustly, lodge a complaint with the Commerce Commission, New Zealand's official consumer authority.

Contact details:

• Phone: 0800 943 600
• Website: www.consumerprotection.org.nz
• Post: Commerce Commission, P.O. Box 1473, Wellington 6140

The Commission investigates unfair contract terms, misleading claims, and failure to honour statutory rights like the Consumer Guarantees Act. If they find Protonmail at fault, you may receive compensation or a forced refund.

Proton's official cancellation address

For formal written cancellation (useful for proving you cancelled on a specific date), you can send a letter to Proton's registered address. This is the official address used for international cancellation and contract revocation:

Proton AG
Chemin de la Vuarpillière 45
1232 Confignon
Switzerland

Write a clear letter stating your account email, subscription plan, and request to cancel effective immediately. Include your name, address, and the date. Send it via registered mail so you have proof of delivery. Keep a copy for your records.

Final summary: you're in control

Cancelling Protonmail is straightforward once you know where you subscribed and what rules protect you. Whether you're downgrading to Free or leaving entirely, Stopee has given you the steps, the rights, and the escalation paths to cancel confidently.

Remember: Your subscription location (web, Apple, or Google) determines your cancellation method. The Consumer Guarantees Act and the 14-day statutory cancellation right protect you even if Proton's terms try to say otherwise. Export your data before your subscription ends to avoid losing important emails. Request refunds within 30 days if you're eligible, and escalate to the Commerce Commission if Proton refuses.

Stopee has helped thousands of consumers cancel unfair subscriptions, recover wrongful charges, and understand their consumer rights. Your cancellation is no different. Follow the steps above, keep your confirmation emails, and don't hesitate to push back if Protonmail refuses to honour your rights. You've got this.