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Cancel Surveymonkey: Step-by-Step Guide
How to cancel SurveyMonkey in new zealand and reclaim your money
What SurveyMonkey is and why you might want to cancel
SurveyMonkey is an online survey platform that helps individuals and organisations collect customer feedback, run market research and gather internal responses. You access it through a web browser or mobile app, and the service offers reporting tools, audience reach features and paid subscription tiers.
If you signed up for a paid plan but no longer need the service, cancelling quickly protects your wallet. Stopee recommends acting fast because monthly subscriptions renew automatically, and many users forget to switch off auto-renewal before the next billing cycle hits.
Who typically cancels SurveyMonkey
You might cancel if the survey tool doesn't fit your workflow, if you've finished a project, or if you've found a cheaper alternative. Others downgrade to the free plan when budget pressures rise or when they realise they don't need premium features like advanced reporting or audience access.
Why cancelling early matters
Every renewal date that passes means another charge to your account. Even a one-month delay in cancelling can cost you NZ$68 or more, depending on your plan. That's why Stopee exists: to help you cancel confidently and recover what you're owed.
Your consumer rights under new zealand law
New Zealand consumer law gives you important protections when you buy digital services like SurveyMonkey subscriptions.
Consumer guarantees act protection
Under the Consumer Guarantees Act 1993, services must be of acceptable quality, fit for purpose and delivered within a reasonable timeframe. If SurveyMonkey fails to deliver - for example, if survey features don't work as described or your account is locked without cause - you have grounds to claim a refund or compensation.
You also have the right to cancel within a reasonable period if the service doesn't meet your expectations. Stopee recommends documenting any service failures before you contact the company, because evidence strengthens your case.
Fair trading rights
The Fair Trading Act 1986 protects you from misleading claims about pricing, features or cancellation terms. If SurveyMonkey advertises "easy cancellation" but buries the process or charges hidden fees, you can report this to the Commerce Commission.
Merchant of record responsibility
If you subscribed through the Apple App Store, Apple acts as the merchant of record for billing. This means Apple handles charges, refunds and disputes - not SurveyMonkey directly. You have stronger leverage with Apple's refund policy than you do negotiating with SurveyMonkey alone.
Pricing plans and what you're paying for
Understanding your plan helps you decide whether cancellation or downgrade is the right move.
Current SurveyMonkey pricing in new zealand
| Plan | Price (NZ$) | Billing period | Best for |
|---|---|---|---|
| Standard Plan (monthly) | NZ$67.99 | Monthly | Short-term projects |
| Standard Plan (annual) | NZ$649.99 | Annual | Heavy regular users |
| SELECT Plan (in-app) | NZ$35.99 | Variable | Basic survey needs |
| Free plan | Free | No charge | Testing and low-volume surveys |
Pro tip: If you're only using basic features, downgrading to the free plan costs nothing and preserves your survey data - a smarter move than full cancellation if you think you'll return later.
Hidden costs to watch for
SurveyMonkey's Audience feature - which pays respondents to complete your surveys - charges separately. If you've purchased respondent credits and cancel, refunds are limited. Stopee advises checking your billing history in Account Settings before you cancel to spot any one-off purchases you might have forgotten about.
How to cancel SurveyMonkey step by step
Your cancellation method depends on where you subscribed. The process differs for web accounts and App Store purchases, so follow the correct path for your situation.
Cancel through the SurveyMonkey website
This is the most direct route if you signed up on the web.
- Sign in to your SurveyMonkey account at surveymonkey.com using your email and password.
- Click your profile icon in the top right corner and select Account Settings.
- Navigate to the Billing or Subscription tab (exact label may vary slightly).
- Look for your active subscription and click Cancel subscription or Turn off auto-renewal.
- SurveyMonkey will ask why you're leaving; you can skip this or provide feedback.
- Confirm the cancellation on the next screen. You'll receive an email confirmation within minutes.
- Your paid features remain active until the end of the current billing period; after that, your account downgrades to free.
Warning: Don't confuse "downgrade to free plan" with "cancel subscription". Downgrade keeps your account and data active but removes paid features. Cancel stops auto-renewal and eventually downgrades you. Choose based on whether you want to keep the account dormant.
Cancel an app store subscription (iOS)
If you subscribed through the Apple App Store on your iPhone or iPad, you must cancel through Apple, not SurveyMonkey.
- Open the App Store app on your iPhone or iPad.
- Tap your profile icon in the bottom right corner.
- Select Subscriptions from the menu.
- Find SurveyMonkey in the list of active subscriptions.
- Tap Cancel Subscription.
- Apple will ask for a reason; select one and proceed.
- Confirm cancellation. Your subscription ends at the next renewal date, not immediately.
- You'll receive an email from Apple confirming the cancellation.
Pro tip: Apple often offers a "win back" discount after you cancel. Ignore it unless you genuinely plan to resubscribe. Stopee finds these offers distract from your actual goal: stopping unwanted charges.
Cancel by written notice (international option)
If you prefer formal written communication or if the online methods don't work, send a letter to SurveyMonkey's International Business Office.
- Write a letter including:
- Your full name and email address associated with the account
- Your SurveyMonkey account number (find this in Account Settings)
- Your order or subscription number
- A clear statement: "I request immediate cancellation of auto-renewal on my SurveyMonkey subscription"
- Your preferred cancellation date
- Send the letter by post to:
SurveyMonkey
International Business Office
Grand Canal Dock
Dublin, Ireland
D02 AF30 - Keep a copy for your records and note the date you posted it.
- Follow up with an email to support@surveymonkey.com with the same information and a reference to your posted letter.
- Allow 7-10 business days for processing, plus international mail time.
Warning: International post to Dublin takes 2-3 weeks. If you need immediate action, use the web or App Store method instead. Written notice is a backup option, not the fastest route.
What happens after you cancel
Cancellation isn't the end; you need to understand what you lose and what you keep.
Your paid features during the final billing period
After you cancel, you don't lose access immediately. Premium features - like advanced reporting, team collaboration and audience access - remain available until the current billing period expires. You can still view and export your survey results during this time.
Use this final period wisely. Download all your survey data, export reports and save respondent lists if you need them later. Stopee recommends doing this within a week of cancelling, because the longer you wait, the more likely you are to forget.
What happens to your surveys and data
Your survey data doesn't vanish when you downgrade to the free plan. SurveyMonkey typically preserves survey responses, collector links and basic reporting. However, some advanced features like real-time dashboards, detailed segmentation and API access are disabled.
If you delete your account entirely (a separate action from cancelling the subscription), your data is permanently removed after 30 days. Don't do this unless you're absolutely certain you won't need your surveys again.
Stopping future auto-renewals
Once you cancel, auto-renewal stops. You will not be charged at the next renewal date. Stopee recommends checking your Account Settings one week before your renewal date to confirm the cancellation registered. If the subscription is still active, contact support immediately because a billing error may have occurred.
Refunds: what you can claim and how to fight for it
SurveyMonkey's refund policy is restrictive, but New Zealand consumer law gives you leverage.
SurveyMonkey's standard refund policy
SurveyMonkey does not automatically refund unused time after you cancel. If you pay for a month and cancel on day 5, you don't get a refund for the remaining 25 days. This applies to all non-EU customers, including those in New Zealand.
Refunds are issued only if the company fails to deliver the service as described or if you have a legal right to a refund under consumer protection law.
Exceptions: when you can claim a refund
Service failure: If SurveyMonkey's platform is broken, your account is locked without cause or features don't work as advertised, you can claim a refund under the Consumer Guarantees Act. Document the problem with screenshots and dates.
Billing error: If you were charged twice, charged without consent or charged an incorrect amount, SurveyMonkey must refund the excess within 20 business days. Contact support with your payment confirmation and bank statement showing the error.
Apple App Store refund: Apple allows refunds within 14 days of purchase if you request them through the App Store, even if SurveyMonkey refuses. Stopee recommends trying this route first because Apple has better customer service than SurveyMonkey's email support.
SurveyMonkey Audience purchases: If you bought respondent credits and SurveyMonkey failed to deliver the number of responses promised, you're entitled to a pro-rata refund. This is the one exception where SurveyMonkey does refund partial charges.
How to request a refund
- Gather evidence: screenshots of billing charges, confirmation emails, service errors and bank statements.
- Email SurveyMonkey support at support@surveymonkey.com with the subject "Refund request - [your account number]".
- Clearly state why you deserve a refund: service failure, billing error or Audience purchase failure.
- Attach your evidence and ask for a specific amount in NZD.
- Set a deadline: "I expect a response within 14 days."
- If SurveyMonkey refuses or ignores you, escalate to the Commerce Commission or Citizens Advice Bureau with your evidence.
- If you subscribed via Apple, file a refund request directly through the App Store instead; Apple often approves these faster than SurveyMonkey's own process.
Pro tip: Most SurveyMonkey support staff can approve refunds up to NZ$500 without escalation. If you're polite, provide clear evidence and reference the Consumer Guarantees Act, you'll see faster results than if you demand compensation aggressively.
Common mistakes to avoid when cancelling
Cancelling should be straightforward, but small errors cost time and money - and we see customers make them repeatedly.
Forgetting to cancel the app store subscription
You sign up for SurveyMonkey on your phone, cancel the account on the web, and assume you're done. Wrong. The App Store subscription keeps charging you because Apple and SurveyMonkey don't sync. Check your App Store Subscriptions every time you cancel anything on your phone.
Waiting too long after signing up
You subscribe for one month, realise it's not right for you, and take two weeks to act. Meanwhile, your renewal date passes and you're charged again. New Zealand consumer law gives you limited time to claim back unused charges, so cancel within the first billing cycle if you're not satisfied.
Deleting your account instead of downgrading
Permanently deleting your account removes all your data after 30 days. If you cancel the subscription but want to keep your surveys for reference, downgrade to the free plan instead. Don't hit "Delete account" unless you genuinely never want to see that data again.
Not keeping cancellation confirmation emails
SurveyMonkey will send you a confirmation email. Save it. If a charge appears after cancellation, that email proves you tried to stop it - essential evidence for a dispute. Stopee recommends taking a screenshot of the confirmation too, because email services occasionally lose old messages.
Ignoring outstanding audience credits
You've purchased survey respondents but haven't used all your credits. When you cancel, those credits expire. If you have unused balance, request a credit refund or use them before you cancel. Check under "Audience" in your account before you proceed with cancellation.
Timeline: when your subscription actually ends
Understanding the timeline prevents surprises and helps you plan cash flow.
Web account cancellation timeline
- You click "Cancel": Immediate (same day).
- Confirmation email arrives: Within 1 hour.
- Paid features remain active: Until the end of the current billing period (e.g., if you pay monthly on the 15th, you keep access until the 15th of next month).
- Auto-renewal stops: You will not be charged at the next renewal date.
- Downgrade to free plan: Automatic, on the date your paid period expires.
App store cancellation timeline
- You click "Cancel subscription": Immediate.
- Apple confirmation email: Within 30 minutes.
- Paid features active until: Your next renewal date (which doesn't change; you just won't be charged).
- Billing stops: You will not see a charge on your Apple account statement at the next renewal date.
- Free plan activation: Automatic after your paid period ends.
Pro tip: If you cancel on the 5th of the month and your renewal date is the 20th, you get 15 days of paid access you've already paid for. Use them. Download reports, export data and run final surveys. It's part of what you bought.
Checklist: how to cancel SurveyMonkey safely
Use this step-by-step checklist to make sure you don't miss anything.
| Task | Done? |
|---|---|
| Log in to SurveyMonkey account and find your subscription type (web vs. App Store) | ☐ |
| Check if you have unused SurveyMonkey Audience credits | ☐ |
| Download all survey data, reports and respondent lists you need | ☐ |
| Cancel subscription via web (Account Settings > Billing) or App Store | ☐ |
| Save cancellation confirmation email and take a screenshot | ☐ |
| Verify no charge appears on your next renewal date | ☐ |
| If charged after cancellation, dispute with your bank or Apple within 120 days | ☐ |
Why stopee helps you cancel confidently
Cancelling software subscriptions shouldn't require a degree in customer service. Yet most platforms hide cancellation links, ignore your requests or charge you again despite your best efforts. Stopee exists to end that frustration.
How stopee supports your cancellation
Stopee publishes clear, step-by-step cancellation guides for hundreds of services - including SurveyMonkey. We explain your consumer rights under New Zealand law, highlight refund windows, flag common mistakes and give you the exact wording to use in complaint emails. We've helped thousands of consumers cancel unwanted subscriptions, recover refunds and avoid dark patterns that companies use to lock you in.
Whether you're dealing with a service in New Zealand or an international platform like SurveyMonkey, Stopee ensures you know exactly what to do and what to expect. No jargon, no runaround - just honest, practical advice from people who've seen every cancellation trick in the book.
Visit Stopee (stopee.com) to explore guides for other services you subscribe to. Most people find they're paying for several services they've forgotten about. Stopee helps you reclaim that money and take control of your subscriptions.
SurveyMonkey contact details for cancellation
Here's where to reach SurveyMonkey if you need to cancel by post or need additional support.
Email support
Email: support@surveymonkey.com
Use this for general cancellation issues, billing questions or refund requests. Response time is typically 2-3 business days.
Written cancellation (international)
Send your cancellation letter to:
SurveyMonkey
International Business Office
Grand Canal Dock
Dublin 2, Ireland
D02 AF30
Include your account details, order number and a clear cancellation request. Allow 7-10 business days for processing, plus international postal time.
In-app help (if still subscribed)
If you're logged in to SurveyMonkey, click the question mark icon in the bottom right corner to access live chat support. This is fastest for immediate answers, though cancellation must be confirmed through Account Settings or Apple.
Stopee recommends combining web cancellation with an email follow-up to support@surveymonkey.com. This creates a paper trail and ensures your cancellation is recorded on their system - crucial if a rogue charge appears later.
Final thoughts: take control of your subscriptions
SurveyMonkey is a useful tool if it fits your needs. But if it doesn't, cancelling should be fast and friction-free. By following the steps in this guide, understanding your New Zealand consumer rights and keeping clear records, you'll avoid unwanted charges and reclaim your money if things go wrong.
Stopee has helped thousands of consumers across New Zealand navigate exactly this situation - from cancelling SurveyMonkey to recovering refunds from other platforms that made the process harder than it should be. Your subscription money is your money. Don't let companies make you feel trapped or guilty for changing your mind.
Act today, save money tomorrow, and if you're managing other subscriptions, visit Stopee (stopee.com) to find guides for those too. We're here to help you cancel confidently and take full control.