Manage Solidgate

How to cancel solidgate and recover your money in new zealand

What solidgate is and why you might cancel

Solidgate is a payment processing platform that merchants use to accept and manage customer subscriptions, charges and refunds. You do not interact with Solidgate directly as a consumer-instead, the merchant you subscribe to uses Solidgate behind the scenes to handle your payments.

If you want to cancel a subscription charged through Solidgate, you cancel with the merchant, not with Solidgate itself. However, understanding how Solidgate works helps you navigate the cancellation process and know where to escalate if the merchant refuses to cooperate. At Stopee, we guide you through every step to protect your rights and secure a refund if you are entitled to one.

Why cancellation matters when solidgate is involved

Solidgate processes the payment but does not own the merchant relationship. If a merchant is unresponsive or refuses to cancel your subscription, you need to know how to escalate the complaint to Solidgate itself and, more importantly, to New Zealand's consumer protection authorities. Stopee helps you identify the right escalation path and evidence to present.

Common situations where you need to cancel

You might cancel a Solidgate-processed subscription if the service no longer meets your needs, you forgot about an auto-renewal, the merchant breached your agreement, or you want to dispute a charge. Whatever your reason, you have consumer rights under New Zealand law that Stopee will help you enforce.

Your consumer rights and solidgate cancellations in new zealand

The consumer guarantees act and solidgate subscriptions

New Zealand's Consumer Guarantees Act 1993 protects you when you buy services. If a service supplied through a Solidgate-processed subscription fails to meet a guarantee (such as being fit for purpose or delivered with due care), you can demand a refund, replacement or repair. Solidgate, as the payment processor, must cooperate with a legitimate refund request. Stopee emphasises that you do not need the merchant's permission to exercise this statutory right-if the service breaches the Act, the law is on your side.

Cancellation and cooling-off rights

If you purchased a subscription online, you may have a 14-calendar-day cooling-off right under the Consumer Guarantees Act for distance contracts (online purchases without face-to-face negotiation). This means you can cancel and request a refund within 14 days of purchase, even if the service is not faulty. The merchant or Solidgate cannot impose a cancellation fee or penalty during this period. Keep proof of purchase and your cancellation request date.

Your right to information and dispute resolution

You have the right to receive a clear explanation of charges, cancellation terms and refund policies before you pay. If Solidgate or the merchant fails to provide this, that breach strengthens your position if you later dispute the charge. Additionally, you can lodge a complaint with the Financial Dispute Resolution Scheme (FDRS) if a payment processor or merchant refuses to act on a legitimate claim. Stopee recommends documenting all communication so you have evidence for the FDRS if escalation becomes necessary.

How to cancel a subscription processed by solidgate

Cancellation methods and your first step

Because Solidgate is the payment gateway and not the merchant, you must contact the merchant directly to request cancellation. The merchant controls the subscription in their account and can stop renewals or cancel immediately. However, if the merchant does not respond within 5 business days, you have other levers to pull.

Step-by-step cancellation process

1. Identify the merchant. Review your recent bank or credit card statement and find the name of the company that charged you. This is the merchant, not Solidgate (Solidgate may appear as a descriptor but is not the seller).
   • Look for the merchant's website, app or support page.
   • Search the merchant's terms of service for a "Cancel Subscription" or "Manage Account" link.
2. Log into your merchant account. Most merchants host a customer portal or dashboard where you can view and cancel active subscriptions.
   • Navigate to "Subscriptions," "Billing" or "Account Settings."
   • Find the subscription you want to cancel and select the "Cancel" button.
   • Note whether the system offers immediate cancellation or end-of-period cancellation; choose the option that suits you.
3. Confirm cancellation. The merchant should display a confirmation message and send you a confirmation email. Save this email as proof of your cancellation request.
   • Check that the merchant states the cancellation is effective immediately or on a specified date.
   • Verify that future charges are blocked.
4. Contact the merchant's support team if the portal does not offer a cancellation button.
   • Email the merchant's support address with your order/subscription ID, account email and a clear request to cancel immediately.
   • Keep a copy of your email and any response.
5. Escalate to Solidgate if the merchant does not respond within 5 business days. Use the contact details in the "How to contact Solidgate" section below to report the merchant's non-compliance.
   • Provide Solidgate with the merchant's name, your transaction details and your cancellation request date.
   • Cite the Consumer Guarantees Act 1993 and explain that the merchant is refusing to honour your cancellation right.
6. Lodge a complaint with the Financial Dispute Resolution Scheme (FDRS) if Solidgate does not respond within 10 business days or refuses to help.
   • Visit www.fdrs.org.nz and complete a dispute form.
   • Provide evidence of your cancellation request, the merchant's non-response and any communication with Solidgate.
   • The FDRS will investigate and may order Solidgate or the merchant to refund you.

What to expect during cancellation

Pro tip: If you cancel mid-billing-period, you may not receive a pro-rata refund for unused days unless your merchant's policy or a relevant consumer law provides one. Request this explicitly in your cancellation email so you have evidence if you later need to dispute it.

Warning: Some merchants require you to cancel at least 7 days before your next renewal date. If you cancel later, you may be charged for the next period. Check the merchant's policy before you submit your cancellation request.

What happens after you cancel with solidgate

Payment and access after cancellation

Once your cancellation is confirmed, Solidgate and the merchant should block all future automatic renewals. If you cancelled immediately, access to the service typically stops right away (or at the end of the current business day). If you scheduled cancellation for the end of your billing period, you retain access until that date, and then the service stops automatically.

Monitor your bank or credit card account for 5 business days after cancellation to confirm no further charges appear. If an unexpected charge occurs, contact your bank immediately and notify Stopee for escalation advice.

Receipts, invoices and data after cancellation

Solidgate and the merchant retain payment records for tax and accounting purposes. Request copies of receipts and invoices from the merchant or your account portal. These documents are important if you later need to prove a refund was issued or dispute a charge with your bank.

If the merchant has collected personal data (such as email or payment details) and you want deletion or a data export, request this separately in writing. Merchants must comply with the Privacy Act 2020 and remove your data within 20 working days if you ask.

Will you receive a refund after cancelling?

When refunds are issued automatically

If you cancel during the Consumer Guarantees Act cooling-off period (within 14 calendar days of purchase), you are entitled to a full refund. The merchant or Solidgate cannot charge you a cancellation fee. Request the refund in writing via email and allow 5 to 10 business days for the funds to appear in your account.

Refunds outside the cooling-off period

If you cancel after the cooling-off period ends, a refund depends on the merchant's refund policy and whether you have legal grounds. If the service breaches the Consumer Guarantees Act (for example, it does not work as described or is unfit for its purpose), you can demand a refund regardless of how many days have passed.

Document your complaint in a dated email to the merchant. Explain why the service fails to meet a consumer guarantee and request a full or pro-rata refund. Cite the Consumer Guarantees Act 1993 and give the merchant 10 business days to respond. If they refuse, escalate to Solidgate and the FDRS.

Refund timing and potential delays

Refunds typically take 5 to 10 business days after the merchant approves them, depending on your bank. Certain payment methods (such as some prepaid cards or international cards) may take longer or may not support refunds at all. If your refund does not appear within 10 business days, contact your bank to confirm the merchant initiated the refund. If the merchant claims they issued a refund but your bank has not received it, Stopee advises you to request proof from the merchant (such as a refund reference number) and escalate to Solidgate.

Solidgate pricing and whether you should cancel

Pricing overview for new zealand customers

Solidgate does not publish fixed subscription plans for New Zealand customers. Instead, pricing is customised between Solidgate and each merchant. You do not pay Solidgate directly-you pay the merchant, who uses Solidgate to process the charge. The merchant sets the price you see.

If you are concerned about the cost of a subscription, your decision to cancel should be based on value and whether the service meets your needs, not on Solidgate's backend fees (which you cannot see or control).

Comparison of cancellation scenarios

Common mistakes when cancelling a solidgate subscription

Mistakes that cost you refunds

Cancelling a subscription can feel straightforward, but one wrong move can cost you money or leave you without a refund. Here are the traps Stopee sees most often, and how to avoid them.

Mistake 1: Cancelling your card instead of the subscription. If you cancel your credit card or debit card to stop a subscription, the merchant may attempt to renew using an outdated card, the charge may fail, and you could incur late fees or account suspensions. Cancel the subscription directly through the merchant's account portal or by email.

Mistake 2: Not requesting the refund explicitly. Cancelling and requesting a refund are two separate actions. Many merchants will stop charging you after cancellation but will not refund previous charges unless you ask. Always include "Please refund [amount] NZD to my account" in your cancellation email.

Mistake 3: Cancelling after the cooling-off period without documenting the service failure. If you wait 30 days to complain that the service is faulty, the merchant may argue you accepted it. Raise the complaint within 14 days and document the specific failures (screenshots, error messages, emails from support). Stopee recommends sending a dated complaint email to the merchant immediately if the service does not work as described.

Mistake 4: Not keeping proof of your cancellation request. If the merchant later claims you never requested cancellation, you need evidence. Save confirmation emails, screenshots of portal messages and copies of all correspondence. This evidence is essential if you escalate to Solidgate or the FDRS.

Mistake 5: Assuming Solidgate will cancel for you. Solidgate processes payments but does not manage the merchant relationship. You must contact the merchant, not Solidgate, to cancel. Contact Solidgate only if the merchant does not respond within 5 business days.

Checklist for cancelling your solidgate subscription safely

• Identify the merchant name from your bank statement (not just "Solidgate").
• Find the merchant's cancellation page or support email address.
• Log into your merchant account and select "Cancel," or send a dated cancellation email.
• In your email, include: your account email, order/subscription ID, request to cancel, and request for a refund if within 14 days or if the service is faulty.
• Save the cancellation confirmation email or screenshot.
• Monitor your bank account for 5 business days to confirm no further charges occur.
• If no response within 5 business days, escalate to Solidgate using the contact address below.
• If Solidgate does not respond within 10 business days, file a complaint with the FDRS at www.fdrs.org.nz.
• Keep all receipts, invoices, screenshots and correspondence for at least 2 years.

How to contact solidgate about cancellation complaints

Solidgate's official contact address in new zealand

Solidgate does not operate a physical office in New Zealand. All complaints, cancellation escalations and customer inquiries must be directed to Solidgate's registered address in Cyprus. This delay can be frustrating, which is why Stopee recommends filing a complaint with the Financial Dispute Resolution Scheme if Solidgate does not respond within 10 business days.

Solidgate Limited
Registered Office: 18, Vyronos Str., Strovolos 2003, Nicosia, Cyprus
Email: support@solidgate.com (verify this address on their official website before sending)
Website: www.solidgate.com

When to contact solidgate directly

Contact Solidgate only after the merchant has not responded to your cancellation request for 5 business days. In your email, provide your name, the merchant's name, your transaction ID, the date you requested cancellation and a summary of the merchant's non-response. Reference the Consumer Guarantees Act 1993 to strengthen your position. Allow 10 business days for Solidgate to respond. If they do not, proceed immediately to the FDRS.

Escalation to the financial dispute resolution scheme

The FDRS is New Zealand's free dispute resolution service for payments and financial services. If a merchant or Solidgate refuses to cancel your subscription or issue a refund you are entitled to, file a complaint with the FDRS. Visit www.fdrs.org.nz, download the complaint form and submit it with evidence (cancellation requests, merchant responses, bank statements, proof of cooling-off period if applicable). The FDRS will investigate at no cost to you and may order a refund.

Summary and next steps

Cancelling a Solidgate-processed subscription is straightforward if you follow the steps in order: contact the merchant first, request cancellation and a refund in writing, save all proof, and escalate only if the merchant does not respond within 5 business days. Your consumer rights under New Zealand law are strong, especially if you cancel within 14 days or if the service breaches a consumer guarantee. Stopee has helped thousands of consumers cancel unfair subscriptions, recover refunds and hold merchants accountable-and we are here to help you too.

Do not hesitate to escalate to Solidgate or the FDRS if the merchant refuses. You have the law on your side. Visit Stopee.com for more guides on cancelling other services and protecting your rights as a New Zealand consumer.