Manage Synthesis

How to cancel synthesis and understand your refund rights in new zealand

What is synthesis

Synthesis is an online learning platform that delivers guided tutoring lessons and AI-driven practice exercises to children, available via web and mobile apps. You access subscriptions for individual or family accounts, with monthly, annual, and lifetime options sold directly through the Synthesis website and major app stores.

How synthesis works

When you subscribe to Synthesis, you gain access to structured lessons tailored to your child's level, interactive practice powered by artificial intelligence, and progress tracking through your account. The platform sells directly to parents and guardians, making it straightforward to manage your subscription from one login across devices.

How synthesis is sold

You can purchase Synthesis subscriptions through three channels: the official Synthesis website, the Apple App Store for iOS devices, or Google Play for Android devices. Each channel handles billing differently, which affects how you cancel and request refunds. Stopee recommends checking your original purchase receipt to confirm which platform sold you the subscription, as this determines your cancellation path.

Why you might want to cancel synthesis

Your reasons for cancelling are valid, whether your child has progressed beyond the curriculum, your family budget has tightened, or the service simply isn't meeting expectations. Understanding your options before you cancel helps you avoid unexpected charges and protects your consumer rights.

Common reasons to cancel

You might cancel if your child has outgrown the content, if you've found a more cost-effective alternative, if the service quality disappoints, or if your circumstances change. Some parents cancel after using Synthesis for a defined period, such as one school term, then resubscribe later. Whatever your reason, Stopee is here to walk you through the process efficiently.

Your consumer rights upfront

New Zealand law protects you under the Consumer Guarantees Act (CGA), which means Synthesis must deliver services with reasonable care and skill, and the service must be fit for purpose. These rights are automatic and cannot be removed by the company's terms and conditions. If Synthesis fails to meet these guarantees, you may be entitled to a refund, cancellation, or compensation, regardless of what the fine print says.

How to cancel synthesis step-by-step

Your cancellation method depends on where you purchased the subscription. Follow the correct pathway for your device and payment method to ensure your cancellation is processed immediately.

Cancel synthesis via apple app store (iOS)

1. Open the Settings app on your iPhone or iPad.
   • Tap your name at the top of the Settings menu.
   • Select Subscriptions from the list.
2. Find Synthesis in your active subscriptions list.
   • Tap the subscription entry.
   • Select Cancel Subscription.
3. Confirm your cancellation.
   • Apple will ask you to confirm the cancellation decision.
   • Your cancellation takes effect at the end of your current billing period, not immediately.
   • You retain full access to Synthesis lessons and features until that expiry date.
4. Save your confirmation.
   • Apple sends a cancellation confirmation email to your Apple ID email address.
   • Keep this email for your records.

Pro tip: If you see "Free trial" in your subscription list, cancelling the trial prevents automatic billing once the free period ends. Cancel immediately if you do not want to be charged.

For full app details and current pricing, visit the Synthesis listing on the Apple App Store.

Cancel synthesis via google play (Android)

1. Open the Google Play Store app on your Android device.
   • Tap the profile icon in the top right corner.
   • Select Payments and subscriptions from the menu.
2. Find your Synthesis subscription.
   • Tap Subscriptions.
   • Look for Synthesis in the active subscriptions list.
3. Cancel the subscription.
   • Tap the Synthesis subscription entry.
   • Select Cancel subscription.
   • Follow the on-screen prompts to confirm.
4. Verify the cancellation.
   • Google Play sends a confirmation email to your Google account email address.
   • Your access continues until the end of the current billing period.

Warning: If you are cancelled via Google Play but the app remains installed on your device, uninstall it to prevent accidental re-subscription. The app icon staying on your phone does not mean your subscription is active, but removing it removes temptation.

Cancel synthesis via the synthesis website (direct account)

1. Visit the Synthesis website and sign in to your account.
   • Go to www.synthesis.com or the Synthesis login page.
   • Enter your email address and password.
2. Navigate to your account settings.
   • Look for Account, Billing, or Subscription settings.
   • The exact menu name varies, but the option is usually in a user menu or account dashboard.
3. Select Cancel subscription.
   • Find the active subscription for your account.
   • Click or tap Cancel subscription.
   • Synthesis will ask you to confirm.
4. Confirm and document.
   • Click the final confirmation button.
   • Screenshot the confirmation page or save the confirmation email.
   • Your cancellation takes effect at the end of the current billing period per Synthesis Terms of Service.
5. Contact Synthesis support if the online cancel button is unavailable.
   • Use the contact form on the Synthesis website or email support directly.
   • State clearly: "I request to cancel my subscription effective immediately" or "at the end of my current billing period."
   • Include your account email and subscription details.

Pro tip: Stopee recommends cancelling online where possible, as it creates an immediate digital record. If you must contact support, keep all emails in a folder for proof.

What happens after you cancel synthesis

Cancellation does not mean instant loss of access; understanding your post-cancellation experience helps you plan for alternatives and avoid confusion.

Your access until the billing period ends

When you cancel, Synthesis honours your subscription until the current billing cycle expires. If your next payment was due on 15 March, you keep full access to all lessons, practice tools, and your child's progress data until 14 March at 11:59 PM. You receive no interruption to the learning experience, which gives your child time to complete ongoing lessons or units.

Stopping automatic renewal

Cancelling prevents Synthesis or your payment platform from charging you again after the current period ends. If you purchased via Apple App Store or Google Play, those platforms control the billing cycle, so cancelling through the app store is essential. Simply deleting the Synthesis app from your phone does not stop charges; you must cancel through Settings or your app store account.

Your data and account history

Synthesis retains your account data, including your child's progress, lesson history, and achievement records, per its privacy policy. If you need your data exported or deleted before cancellation, contact Synthesis support in writing to request this. Stopee advises requesting data deletion or export in the same message where you request cancellation, so there is a clear paper trail.

Will you receive a refund after cancelling synthesis

Refunds depend on when you cancel and the circumstances, but New Zealand law gives you stronger protections than the company's stated policy alone.

Synthesis refund policy

According to Synthesis Terms of Service, you qualify for a full refund if you cancel within 30 days of your first payment. After that initial 30-day window, Synthesis does not offer prorated refunds for partial months. However, Synthesis may offer discretionary refunds if service outages or failures occur during your subscription period. This company policy is only the starting point; your legal rights under New Zealand law may entitle you to more.

Your consumer rights under the consumer guarantees act

The Consumer Guarantees Act (CGA) is your legal safety net. It requires Synthesis to provide services with reasonable care and skill, and the service must be fit for purpose and match any representation made to you. Critically, the CGA cannot be overridden by contract terms, so even if Synthesis' fine print says "no refunds after 30 days," you still have rights if the service fails substantially.

• If Synthesis lessons are consistently unavailable, loading slowly, or contain errors that prevent learning, the service has breached the CGA.
• If the tutoring quality is demonstrably poor or the content is not suitable for your child's age or level as promised, you may claim a remedy.
• Remedies include cancellation of your subscription, a refund (partial or full), compensation, or repair of the service.
• You do not need to accept the company's refusal; you can escalate to the Consumer Protection Authority or seek legal advice.

For the full Consumer Guarantees Act, see the New Zealand legislation website.

Practical steps to request a refund

1. If within 30 days of your first payment, request a refund directly from Synthesis support.
   • Email support with your request and cite the Terms of Service 30-day refund window.
   • Include your subscription dates and payment confirmation.
   • Be polite and specific: "I purchased on [date] and request a full refund under the 30-day policy."
2. If beyond 30 days but you believe the service failed, invoke the Consumer Guarantees Act.
   • Document the failures: take screenshots of error messages, note dates when lessons were unavailable, or record poor outcomes.
   • Email Synthesis support stating your grounds under the CGA: "The service has not met the guarantee of reasonable care and skill because [specific issue]."
   • Request a remedy: refund, credit, or service improvement.
3. If you purchased via Apple or Google Play, you may also request refunds through those platforms.
   • Apple and Google have their own refund windows (typically 14-15 days from purchase).
   • Request the refund from both the payment platform and Synthesis for the best chance of success.
4. If Synthesis refuses a justified refund request, escalate to the Consumer Protection Authority.
   • Gather all emails, payment receipts, and documentation of the service failure.
   • Contact the Commerce Commission (New Zealand's consumer watchdog) or seek legal advice.

Pro tip: Stopee recommends sending refund requests via email so you have written proof of the date and exact wording. Phone calls leave no trail if Synthesis later denies receiving your request.

Synthesis pricing and plan options

Understanding what you are paying for helps you decide whether to stay or cancel, and supports any refund claims if the value does not match the promise.

Note: Prices shown are approximate NZ dollar conversions (US$1 ≈ NZ$1.90) based on typical USD pricing. Check the Synthesis website or app store for current NZ dollar rates and any promotional discounts. Family plans may offer better value per child if you have multiple learners.

Common mistakes to avoid when cancelling synthesis

Cancelling a subscription sounds simple, but small oversights can leave you paying months longer than intended or unable to prove you cancelled at all.

Deleting the app is not the same as cancelling

This is the most common error: parents uninstall the Synthesis app, believing they have cancelled the subscription. The app icon disappearing from your home screen changes nothing about your billing. Your payment method is still linked, and Synthesis or your app store continues to charge you. You must follow the cancellation steps in Settings or your account dashboard, not just delete the app icon.

Not checking where you purchased

If you purchased via Apple App Store but try to cancel through the Synthesis website, the cancellation may not work because Apple, not Synthesis, controls that billing. You must cancel through the platform where you paid. Check your original email receipt to confirm whether the charge came from Synthesis, Apple, or Google Play, then cancel through that same channel.

Assuming cancellation is immediate

Synthesis cancellations take effect at the end of the current billing period, not the day you click cancel. If you cancel on 10 March and your billing date is 25 March, you are still charged on 25 March. Plan your cancellation timing accordingly, or contact Synthesis support to request an effective date sooner if you have grounds under the CGA.

Losing your confirmation

After you cancel, save the confirmation email or screenshot the confirmation page. If Synthesis charges you again and claims you never cancelled, you need proof. Stopee recommends keeping cancellation confirmations for at least six months after the billing period ends.

Not requesting data export before cancelling

If your child's progress or achievement records matter to you, request that Synthesis export this data before you cancel. After cancellation, accessing your account history becomes harder, and the company may delete data per its retention policy. Email support with a clear request: "Before I cancel, please export all data for [child's name]'s account."

A checklist to complete before you cancel synthesis

Use this checklist to ensure you have taken every step needed for a smooth cancellation and to protect your refund rights.

1. Confirm where you purchased the subscription: Synthesis website, Apple App Store, or Google Play.
2. Check your current billing date and how many days remain in the current period.
3. Decide whether you want to request a refund (within 30 days, or for service failure).
4. Export your child's progress data or account history if you need to keep it.
5. Take a screenshot or note the exact cancellation date and method you use.
6. Follow the cancellation steps for your platform (iOS, Android, or web).
7. Save the cancellation confirmation email or screenshot.
8. If requesting a refund, email Synthesis support with your grounds and supporting documentation.
9. Mark your calendar for the end of your billing period to confirm no further charges appear.
10. If you are charged after cancellation, contact Synthesis or your payment provider immediately with your cancellation proof.

How stopee can help you cancel safely

Cancelling subscriptions should be straightforward, but companies often make the process unclear or hidden to discourage you from leaving. Stopee has helped thousands of consumers cancel unwanted subscriptions, understand their rights, and recover refunds they were entitled to. Our guides walk you through every cancellation method, flag common traps, and explain your legal protections under New Zealand consumer law so you cancel with confidence and keep more of your money in your family budget.

Contact details for synthesis formal correspondence

If you need to send formal cancellation notice or escalate a refund dispute, use the registered address for Synthesis Medical NZ Limited. This address is appropriate for legal correspondence, cancellation notices, and complaints that require a paper trail.

Synthesis medical NZ limited registered office

Synthesis Medical NZ Limited
[Registered office address to be confirmed with current NZ Companies Registry records]

For up-to-date contact details, search the company name in the New Zealand Companies Registry or contact Synthesis support via the website to request the formal cancellation or complaints address.

Pro tip: Send formal cancellation letters via certified post or email with read receipt enabled. This proves Synthesis received your notice and when. Keep a copy for your records.

Alternative escalation paths

If Synthesis ignores your cancellation request or refund claim, escalate to the Consumer Protection Authority or seek legal advice. The Commerce Commission is New Zealand's primary consumer watchdog and handles complaints about misleading conduct or unfair contract terms. Stopee recommends documenting every interaction-emails, dates, names of support staff-before escalating, so your complaint is as strong as possible.

Cancelling Synthesis is manageable when you know the right steps and your rights. Whether you cancel via app store, website, or formal letter, Stopee is here to ensure you exit cleanly, keep your refund where you are entitled to one, and avoid hidden charges down the line.