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Cancel Purevpn: The Right Way
How to cancel PureVPN in new zealand and claim your refund
What is PureVPN and why you might cancel
PureVPN is a commercial virtual private network service that encrypts your internet connection, masks your IP address and unblocks region-restricted content. The service runs on desktop and mobile apps, supports up to 10 simultaneous devices and markets itself to New Zealand customers with long-term pricing deals.
You might cancel PureVPN because the service no longer fits your needs, you've found a better alternative, or you want to take advantage of the 31-day money-back guarantee. Whatever your reason, Stopee is here to walk you through every cancellation method - and help you claim a refund if you qualify.
Key features of PureVPN
PureVPN offers encrypted tunnelling through multiple server locations worldwide, apps for Windows, macOS, iOS and Android, and promotional annual or multi-year pricing for New Zealand subscribers. The service advertises no-logs encryption and multi-device support, making it appealing if you want privacy across your entire digital life.
When cancellation makes sense
You should cancel if you're not using the service, you've experienced poor connection speeds, customer support hasn't resolved your issues, or you simply want to try a competitor. You have the strongest cancellation leverage within 31 days of purchase, when the money-back guarantee applies.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act gives you specific protections when you cancel a digital service like PureVPN.
What the consumer guarantees act protects
The Consumer Guarantees Act requires that digital services like PureVPN be of acceptable quality, fit for purpose and match what the company advertised. If PureVPN fails to deliver encrypted, secure browsing as promised - or if it crashes repeatedly - you have grounds to request a refund or cancel without penalty.
Additionally, if you paid for a service you didn't receive (for example, if your account was locked and you couldn't use the VPN during the billing period), the Consumer Guarantees Act supports your right to a partial or full refund.
How to use consumer law as leverage
If PureVPN refuses your refund request after 31 days, reference the Consumer Guarantees Act in your follow-up email to support. Write: "Under New Zealand's Consumer Guarantees Act, I am entitled to a refund because the service failed to meet acceptable quality standards." Include specific dates when the service was unavailable or malfunctioning.
If the company still refuses, you can escalate to the Commerce Commission (comcom.govt.nz), which enforces consumer protection law in New Zealand. Stopee recommends keeping all email correspondence, screenshots and billing receipts as evidence.
Cancellation methods: choose your path
You have four ways to cancel PureVPN, each with different timeframes and refund eligibility.
Method 1: cancel through the PureVPN member area (fastest)
The quickest and most straightforward way to cancel is via your online account dashboard. This method stops future charges immediately but leaves your service active until the end of your paid period.
- Go to the PureVPN login portal at https://account.purevpn.com or https://member.purevpn.com (the exact URL may vary).
- Enter your email address and password and log in to your account.
- Find the "Subscriptions" or "Billing" section - this is usually in your account Settings or Dashboard.
- Locate your active subscription and click "Cancel Subscription" or "Manage Subscription".
- Follow the on-screen prompts and confirm your cancellation request.
- You will receive a confirmation email from PureVPN. Save this email as proof of cancellation.
Pro tip: Cancelling through the member area stops auto-renewal but does not automatically trigger a refund. If you want a refund, contact support within 31 days of your original purchase (see Method 2 below).
Method 2: contact support via live chat or email (for refunds)
If you purchased PureVPN within the last 31 days and want a refund, reach out to customer support directly. They are your best route to a fast refund decision.
- Visit the PureVPN website and look for a "Help" or "Contact" link - usually in the footer.
- Choose "Live Chat" if you want an immediate answer, or select "Email Support" for a documented request.
- If you choose email, send your request to help@purevpn.com with the subject line "Refund Request - [Your Account Email]".
- In your message, include your account email, the date you purchased, the plan you bought and the reason for your refund request (you do not need to justify it within 31 days - the money-back guarantee is "no questions asked").
- Keep the chat transcript or email confirmation. PureVPN typically responds within 24-48 hours.
- If the support agent grants your refund, ask them for a confirmation email and the expected timeline for the credit to appear in your bank or payment method.
Warning: Live chat transcripts can disappear from your account after 30 days. Screenshot or save the transcript immediately.
Method 3: cancel your app store or google play subscription
If you subscribed to PureVPN through Apple's App Store or Google Play, you must cancel through those platforms - not directly with PureVPN.
- For iOS: Open the Settings app on your iPhone or iPad, scroll to your name at the top, select "Subscriptions", find PureVPN and tap "Cancel Subscription".
- For Android: Open the Google Play Store app, tap your profile icon, go to "Payments & subscriptions", select "Subscriptions", find PureVPN and tap "Cancel subscription".
- Confirm the cancellation. Apple or Google will send you a confirmation email.
- For refunds: submit your refund request directly to Apple or Google, not to PureVPN. They control App Store and Play Store refunds.
Warning: PureVPN cannot issue refunds for purchases made through the App Store or Google Play. You must request refunds from Apple or Google directly, usually within 14-30 days of purchase depending on the platform.
Method 4: cancel by post (last resort)
PureVPN's Terms of Service provide a postal cancellation address in the British Virgin Islands. This is the slowest method but creates a paper trail if the company ignores email or chat.
- Write a formal letter requesting cancellation. Include your full name, account email address, account number (if available), the date you subscribed and your requested refund date.
- Send the letter by registered post to the PureVPN address listed in their Terms of Service (currently in the British Virgin Islands; verify this before sending as addresses can change).
- Keep a photocopy of your letter and the postal receipt. Post typically takes 2-4 weeks to arrive internationally.
- After two weeks, send a follow-up email to help@purevpn.com referencing your postal cancellation request and providing the date you posted the letter.
Pro tip: Only use postal cancellation if PureVPN has ignored your email or chat requests for more than 7 days. The time and cost usually outweigh the benefit.
Pricing and plans: what you're cancelling from
Understanding PureVPN's pricing structure helps you work out whether you qualify for a refund and what charges to dispute if something goes wrong.
Current PureVPN pricing in new zealand
| Plan | Price (NZD) | Billing cycle | Money-back guarantee |
|---|---|---|---|
| 1-week trial | NZ$1.59 | One-off | 31 days |
| 1 month | NZ$17.60 | Monthly auto-renewal | 31 days |
| 1 year | NZ$64.02 | Annual auto-renewal | 31 days |
| 2 years plus 3 months | NZ$89.99 | One-time (27 months) | 31 days |
| 3 years | NZ$109.49 | Triennial auto-renewal | 31 days |
Prices and promotions change frequently. Verify the exact amount before you subscribe. Stopee recommends always choosing the longest plan available upfront, because the 31-day money-back guarantee applies to all plans equally.
Important pricing notes
Auto-renewal charges are excluded from the money-back guarantee. This means if you let a monthly or annual subscription auto-renew without cancelling, PureVPN will not refund the renewal charge. However, you can still request a refund on the first charge under consumer protection law if the service genuinely failed to work.
Timeline: what happens when you cancel
The moment you cancel, several things happen in sequence - understanding the timeline helps you avoid unexpected charges.
Immediately after cancellation
When you cancel through the member area, auto-renewal stops right away. You will not be charged again. However, your VPN service remains active until your current paid period expires - you do not lose access immediately.
End of your paid period
On the last day of your billing cycle, your PureVPN access terminates. If you subscribed to a one-month plan on 15 January, your service ends on 14 February at midnight (NZDT).
Account access after cancellation
Your account login credentials and settings remain accessible after cancellation for the duration of the paid term. After your service ends, you may lose access to download invoices or change settings - this depends on PureVPN's policy. Download any invoices or account records immediately after cancelling.
Refund processing (if eligible)
If PureVPN approves your refund within 31 days of purchase, the credit typically appears in your bank account or payment method within 5-10 business days. Credit card refunds sometimes take longer (up to 30 days) because the card issuer must process the reversal on their end.
Will you get a refund?
Your refund eligibility depends on when you purchased PureVPN and whether you subscribed directly or through an app store.
The 31-day money-back guarantee
PureVPN explicitly offers a 31-day "no questions asked" money-back guarantee for new subscriptions purchased directly from the PureVPN website. This is your strongest refund lever and applies to all plans - trial, monthly, annual or multi-year.
To claim this guarantee, you must contact PureVPN support within 31 days of your original purchase date. The purchase date is when you were first charged, not the date you subscribed. If you cannot find the purchase date, check your bank or credit card statement.
Auto-renewal charges are excluded
If your monthly or annual subscription auto-renewed and you want a refund for the second or third charge, the money-back guarantee does not apply. However, you can still request a refund under the Consumer Guarantees Act if the service was faulty or unavailable during the billing period. Contact support and explain specifically when and why the service failed (for example, "The VPN disconnected for three days in April" or "I received a server error every time I tried to connect").
App store and google play refunds
If you purchased PureVPN through the Apple App Store or Google Play, PureVPN cannot issue your refund - Apple or Google controls the money. Request refunds directly from Apple or Google through their respective support channels. Apple typically allows refund requests within 14 days of purchase; Google Play allows 48 hours for a full refund after purchase, though you can still request goodwill refunds beyond that window.
Pro tip: When requesting a refund from Apple or Google, state that the service was not as described or did not work as advertised. Vague reasons like "changed my mind" are less likely to succeed.
Refunds for charges after cancellation
If you cancelled successfully but were charged again, this is a billing error. Contact PureVPN support immediately with your cancellation confirmation email and the unexpected charge. Stopee recommends requesting a refund plus compensation (usually NZ$20-50) for the inconvenience. If PureVPN refuses, dispute the charge with your bank or credit card provider - you have the right to a chargeback for unauthorized charges.
Common mistakes to avoid when cancelling
Cancelling a subscription sounds simple, but small mistakes can cost you time, money or proof of your cancellation request.
Mistake 1: cancelling only through the member area and expecting a refund
The member area cancellation stops future charges, but it does not automatically request a refund. If you want your money back within 31 days, you must contact support separately via live chat or email. Do not assume the member area cancellation triggered a refund - follow up with support directly.
Mistake 2: forgetting to cancel app store or google play subscriptions
Cancelling through the PureVPN website does nothing if you subscribed through Apple or Google. Your monthly charge will keep recurring because the App Store or Google Play still has your payment method on file. Always cancel the subscription on the platform where you purchased it.
Mistake 3: not saving your cancellation confirmation
If you cancel via live chat, screenshot the entire conversation immediately - chat histories disappear after 30 days. If you cancel via email, save the reply confirming your cancellation. You need proof if PureVPN charges you again or denies your refund request. Stopee has seen countless cases where customers lost their refund claim because they had no evidence of their cancellation.
Mistake 4: cancelling after 31 days without documenting service failures
The money-back guarantee only lasts 31 days. If you cancel after this window closes but the service was faulty, you cannot claim a refund based on the guarantee alone. However, you can still request a refund under the Consumer Guarantees Act if you can prove the service failed. Document everything: take screenshots of error messages, note dates when you could not connect, and save any support tickets showing you reported issues.
Mistake 5: ignoring auto-renewal charges
If you cancel but allow your account to auto-renew one more time before the cancellation takes effect, you will be charged for the next cycle. The 31-day refund guarantee does not cover auto-renewals. Cancel immediately when you decide to leave, not the day before your next renewal. Verify that auto-renewal has been disabled in your account settings.
After cancellation: what to do next
Your cancellation does not end the moment the company confirms it - there are loose ends to tie up and records to keep.
Download invoices and account records now
Before your account access disappears, download all invoices, receipts and billing statements. Log into your member area, find the "Billing" or "Invoices" section and save each PDF. You need these if you ever dispute a charge with your bank or file a complaint with the Commerce Commission.
Monitor your bank account for 60 days
Check your bank or credit card statement weekly for the next two months. Occasionally, a company will charge you again despite a cancellation confirmation - sometimes a system glitch, sometimes intentional. If an unexpected PureVPN charge appears, contact your bank immediately and request a chargeback or reversal. You have the right to dispute unauthorised charges.
Follow up on refunds
If PureVPN approved a refund but it has not arrived within 10 business days, contact your bank first. Ask if the refund is pending in your account or if there is a delay. If your bank confirms no refund was received, email PureVPN support with your refund confirmation number and ask for a status update.
Escalate unresolved issues
If PureVPN refuses to refund you and you believe you have grounds under the Consumer Guarantees Act or the money-back guarantee, escalate to the Commerce Commission. File a complaint at comcom.govt.nz and include your account number, purchase date, refund request date and all correspondence with PureVPN. Stopee recommends doing this only after giving PureVPN 14 days to respond to your refund request.
Why stopee helps you cancel VPN services
VPN companies use confusing interfaces, hidden auto-renewal terms and 31-day refund windows specifically to make cancellation hard. Stopee cuts through the noise and gives you the exact steps, timelines and legal levers you need to cancel successfully and claim your money back.
At Stopee (stopee.com), we have built guides for hundreds of digital services - from streaming subscriptions to software to VPNs. Each guide is written by a cancellation specialist who has studied the company's Terms of Service, consumer law and common complaints. We do not accept money from these companies, so our advice is entirely on your side.
What makes stopee different
Most cancellation pages tell you "contact support" and call it done. Stopee goes further: we tell you exactly what to write in your email, when to escalate, what consumer law covers your situation and how to handle refunds that never arrive. We have helped thousands of consumers cancel unwanted subscriptions and recover lost money.
Quick cancellation checklist
Use this checklist to track your cancellation from start to finish.
| Step | Action | Complete? |
|---|---|---|
| 1 | Log into your PureVPN member area and confirm your current plan and next billing date. | ☐ |
| 2 | Decide: refund (within 31 days) or just cancel future charges? | ☐ |
| 3 | If refund: contact support via email or live chat today. Include purchase date and plan details. | ☐ |
| 4 | If just cancelling: go to Subscriptions and click "Cancel Subscription". Screenshot the confirmation. | ☐ |
| 5 | Save all emails, chat transcripts and billing records to a folder on your computer or cloud storage. | ☐ |
| 6 | Mark your calendar: check your bank statement 10 days later to confirm no charge appeared and refund (if applicable) arrived. | ☐ |
Contact address for PureVPN
If you need to escalate your cancellation or refund request, use one of these contact methods in order of effectiveness.
Email (fastest response)
Send your cancellation or refund request to help@purevpn.com. Include your account email, purchase date and a clear subject line: "Cancellation Request - [Your Email]" or "Refund Request - [Your Email]". PureVPN typically responds within 24-48 hours.
Live chat (immediate, but no record)
Visit the PureVPN website and click "Help" or "Support" to access live chat. Be aware that chat transcripts expire after 30 days, so take a screenshot immediately after your conversation.
Postal address (for formal written notice)
According to PureVPN's Terms of Service, the company's principal business address is in the British Virgin Islands. Consult the Terms of Service directly (usually in the footer of the website) for the current postal address, as addresses can change. Send any formal written cancellation request by registered post and keep a photocopy for your records.
Stopee (stopee.com) has helped thousands of New Zealand consumers navigate cancellations like this one. If PureVPN causes problems after you cancel, reference the Consumer Guarantees Act in your follow-up email and escalate to the Commerce Commission if necessary. You have more power than you think - use it.