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44%
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Cancel Timely: The Right Way
How to cancel timely and reclaim your appointment scheduling freedom
What timely is and why you might want to cancel
Timely is an appointment scheduling and business management platform that helps service businesses handle online bookings, client management, payment processing and staff scheduling. It works across web browsers and mobile apps (iOS and Android), making it accessible wherever your business operates.
You might use Timely to manage salon appointments, personal training sessions, consulting bookings or any service-based business that needs reliable scheduling. However, if you've outgrown the platform, found a better alternative, or simply need to reduce expenses, cancelling is straightforward once you know the process. At Stopee, we help thousands of New Zealand business owners navigate subscription cancellations every month, and Timely is one we see regularly.
Common reasons to cancel timely
Business needs change. You might be moving to a competitor with better features, consolidating tools into a single platform, or finding that Timely's pricing no longer fits your budget. Others cancel because they've scaled beyond what Timely offers, or because they prefer a locally-hosted solution. Whatever your reason, you deserve a cancellation process that doesn't trap you or hide fees.
What you'll learn in this guide
This guide walks you through cancellation methods specific to New Zealand, explains what happens to your data after you cancel, covers refund eligibility under New Zealand consumer law, and flags common traps to avoid. Stopee has created this resource so you can cancel Timely with confidence and zero surprises.
Timely's pricing in new zealand
Timely offers tiered plans tailored to different business sizes and needs. Pricing varies by region, number of staff members, and the features you select, so your plan cost may differ from another business in New Zealand.
How to find your current pricing
Log into your Timely account and navigate to the subscription settings to see exactly what you're paying. Alternatively, visit Timely's pricing page and select New Zealand as your region to view current rates. This ensures you have accurate figures before you decide whether to cancel.
| Plan level | Best for | Typical features |
|---|---|---|
| Basic | Solo practitioners and small teams | Core booking, client management, basic payments |
| Standard | Growing service businesses | Staff management, advanced reporting, integrations |
| Premium | Medium-sized operations | Custom branding, priority support, advanced analytics |
| Enterprise | Large multi-location businesses | White-label options, dedicated account management, API access |
If you're on a monthly plan, you can typically cancel with immediate effect. Annual plans may have different terms, so check your agreement before proceeding. Stopee recommends reviewing your contract to understand any early termination clauses that may apply.
How to cancel timely via the web platform
The web-based cancellation method is the most reliable and fastest way to end your Timely subscription. This approach immediately stops your billing and gives you control over your account deletion.
Step-by-step web cancellation process
- Log into your Timely account using your email and password
- Use the same device and browser where you normally access Timely
- If you've forgotten your password, use the "Forgot password" link to reset it before proceeding
- Navigate to the Settings menu (usually found in the top-right corner or sidebar)
- Look for a gear icon or "Settings" label
- If you cannot find Settings, check the account dropdown menu
- Select the Subscription tab within Settings
- This section displays your current plan, renewal date and billing details
- You should see a clear overview of what you're paying and when
- Look for the option labeled "Downgrade or cancel and delete my account"
- Click this link or button to proceed
- Timely may ask you to confirm your choice or select a reason for cancellation
- Follow the on-screen prompts to complete the cancellation
- You may be offered a discounted rate to stay; this is optional
- Read any final warnings about data deletion before confirming
- Confirm that your cancellation is complete
- You should receive an email confirmation within minutes
- Your account access will stop at the end of your billing period or immediately, depending on your plan terms
Pro tip: Take a screenshot of your confirmation email as proof of cancellation. This helps if you need to dispute any further charges with your bank or Stopee's advocacy team.
Warning: Do not rely on email or phone requests to cancel Timely. Timely explicitly states these are not valid cancellation methods. The only official way to cancel is through your web account settings.
Cancelling through apple app store or google play
If you subscribed to Timely through the Apple App Store or Google Play Store, your billing is managed by Apple or Google, not directly by Timely. You must cancel through your device's app store settings.
- For Apple App Store subscriptions (iPhone or iPad)
- Open Settings on your Apple device
- Tap your name at the top of the screen
- Select "Subscriptions"
- Find Timely in the list and tap it
- Tap "Cancel Subscription" and confirm
- Apple will stop charging you after your current billing period ends
- For Google Play subscriptions (Android devices)
- Open the Google Play Store app
- Tap your profile icon in the top-right corner
- Select "Payments and subscriptions"
- Tap "Subscriptions"
- Find Timely and tap it
- Select "Cancel subscription" and follow Google's prompts
After you cancel through an app store, check your subscription status in that store's settings within 24 hours to confirm the cancellation went through. Timely's public terms do not detail app store cancellation procedures, so rely on Apple or Google's own support if you encounter issues.
What happens immediately after you cancel
Understanding the post-cancellation timeline helps you plan your transition to a new tool or service provider. Cancellation effects vary depending on your subscription type and payment method.
Billing stops and account access ends
When you cancel via Timely's web settings, billing stops immediately or at the end of your current billing cycle, depending on your plan terms. Your account access typically ends on the same date. If you subscribed through Apple App Store or Google Play, billing follows their schedule, not Timely's, so it may take slightly longer for charges to stop.
Pro tip: Check your next billing date in your account settings before cancelling. If you're charged a day after you cancel, contact Timely support with your cancellation confirmation email. They may issue a reversal.
Your data is deleted immediately
This is critical: Timely deletes your account content immediately upon cancellation, and you cannot recover it. Your client lists, appointment history, invoices and business data vanish permanently. Before you cancel, you must export or back up everything you need to keep.
- Export your client records
- Go to the Clients section and look for an export or download option
- Save this file to your computer or cloud storage
- Export your appointments and calendar
- Navigate to your calendar or appointments view
- Find the export function (often a three-dot menu or Settings option)
- Download your schedule in a compatible format (CSV or iCal)
- Download invoices and financial records
- Go to your invoicing or reporting section
- Export all invoices and payment records for your tax and accounting records
- Save these separately from your main backup
- Note any custom settings or templates you've created
- Screenshot or document any custom email templates, booking questions or workflows
- This helps you recreate these in your new booking system
Warning: Do not cancel until you've completed these exports. Once your account is deleted, Timely cannot retrieve your data, and you will have no way to access years of client history or financial records.
Will you receive a refund from timely?
Refund eligibility depends on how you paid and Timely's refund policy. Under New Zealand consumer law, you have certain protections, but they do not guarantee a change-of-mind refund for subscription services.
Refunds via TimelyPay
If you paid through TimelyPay (Timely's integrated payment processor), refunds can be issued automatically through the web platform. Full or partial refunds typically reach your bank account within 5 to 10 business days. Log into your Timely account, navigate to the payment or refund section, and check whether an automatic refund is available.
Refunds for invoice and manual payments
If you were invoiced or paid via bank transfer, cheque, or another method, refunds must be processed manually by Timely. You may need to fill in a refund request form or contact Timely support directly. Processing typically takes around 10 business days once approved.
Pro tip: If Timely has not issued a refund within 15 business days, escalate to your bank or card provider and ask them to dispute the charge. Keep your cancellation confirmation email and any refund request documentation.
Timely's 30-day refund window
Timely allows refund requests within 30 days of payment. If you paid for a month or year and used the service minimally, you may qualify. Submit your refund request with a brief explanation within this window. Timely approves or denies requests on a case-by-case basis, so there is no guarantee.
Gift vouchers and pre-paid packages are not refundable through the automatic system. To request a refund for these, you must fill out Timely's dedicated form and wait for a manual review.
Your consumer rights under new zealand law
New Zealand consumer protection gives you specific rights when dealing with subscription services. Understanding these rights is your leverage if Timely refuses to cancel or refund you fairly.
The consumer guarantees act and service quality
The Consumer Guarantees Act (CGA) protects you when you buy services. Timely must provide their scheduling platform with reasonable care and skill. If the service is faulty, does not work as advertised, or repeatedly fails, you have the right to request repair, re-performance or a refund.
For example, if Timely's booking system crashes regularly and causes you to lose appointments and revenue, the CGA gives you grounds for a claim. Document every failure with screenshots or logs, and keep records of any lost business or customer complaints.
Pro tip: If you're cancelling because Timely failed to deliver what was promised, mention this in your cancellation request. Timely is more likely to approve a refund if they understand the service was not fit for purpose.
Change of mind and cooling-off periods
New Zealand does not require businesses to offer change-of-mind refunds for subscriptions unless they have explicitly stated a policy to do so. However, if Timely advertises a refund or satisfaction guarantee, they must honour it. Always check their terms to see whether such a promise exists.
The CGA does offer limited cooling-off rights in some cases. If you signed up in person or over the phone (rather than online), you may have a short period to cancel. Check Timely's contract for any cooling-off clause.
Escalating complaints through the commerce commission
If Timely refuses to cancel or refund you, and you believe they've breached the CGA or engaged in misleading conduct, you can complain to the Commerce Commission. The Commission investigates consumer protection violations and can force businesses to comply. Visit www.comcom.govt.nz to lodge a formal complaint.
Stopee recommends gathering all evidence before escalating: your contract, cancellation confirmation, refund request, and any communications with Timely support. The Commerce Commission takes documented cases more seriously.
Common mistakes people make when cancelling timely
Cancellation is simple when you know the process, but small oversights can delay your exit or cost you money. We've seen these mistakes many times through Stopee's consumer advocacy work.
Mistake 1: cancelling via email or phone instead of the web
This is the biggest trap. Timely explicitly states that email and phone cancellation requests are not valid. If you email support asking to cancel, they may not process it, and your billing will continue. Always use the web-based Settings > Subscription method to ensure your cancellation is recorded in their system.
Mistake 2: deleting the app without cancelling the subscription
Removing Timely from your phone does not stop your subscription or billing. If you subscribed via Apple or Google, deleting the app leaves your subscription active. You must manually cancel through your App Store settings, or you'll be charged indefinitely.
Mistake 3: cancelling before exporting your data
Once you cancel, your data is gone forever. Too many business owners discover this the hard way when they realise they need a client's contact information or a past invoice. Always export first, cancel second.
Mistake 4: not keeping your cancellation confirmation
Save the confirmation email Timely sends you after you cancel. If they accidentally rebill you (which happens), this email is your proof of cancellation. Forward it to your bank if you need to dispute a charge.
Mistake 5: assuming app store refunds are automatic
If you cancel through Apple or Google, you've stopped future charges, but you won't automatically receive a refund for your current billing period. You must request one from Apple or Google separately. Contact their customer service within 30 days of the charge to ask for a refund.
Checklist for cancelling timely smoothly
Use this checklist to ensure you've covered every step before and after you cancel.
| Task | Status |
|---|---|
| Export all client records and save to your computer | ☐ Done |
| Download your appointment and calendar data in CSV or iCal format | ☐ Done |
| Export all invoices and financial records for tax purposes | ☐ Done |
| Screenshot or document any custom templates or booking settings | ☐ Done |
| Log into Timely and navigate to Settings > Subscription | ☐ Done |
| Click "Downgrade or cancel and delete my account" and confirm | ☐ Done |
| Save your cancellation confirmation email to your files | ☐ Done |
Timely contact information for new zealand customers
If you need to contact Timely for support after cancellation or to escalate a refund dispute, use these New Zealand addresses:
For general inquiries and support: Timely's primary contact point for New Zealand operations is the Auckland P.O. Box. This address is most appropriate for cancellation-related correspondence.
For escalated disputes: If Timely does not respond to your refund request, document your attempts and escalate to the Commerce Commission (www.comcom.govt.nz) or your bank's dispute resolution service. Keep all emails and confirmation numbers.
Why stopee recommends cancelling thoughtfully
Cancelling a subscription is your right, but it deserves the same care you'd give to any business decision. Before you go, ask yourself: Are you switching to a genuinely better platform, or just frustrated with a feature? If it's the latter, try reaching out to Timely support first-they may resolve the issue at no extra cost.
If you're certain cancellation is right, follow the steps above and move confidently. Stopee has helped thousands of New Zealand consumers navigate subscription cancellations, and we know that the clearest path forward is one where you stay in control, keep your data safe, and understand your rights.
The moment you cancel, your transition to a new booking system begins. If you run into resistance from Timely, cannot access your data, or are charged after cancellation, Stopee has resources and advocacy pathways to help you resolve it. Your business depends on fair, transparent tools-and you deserve to switch away without penalty.