Manage Waves

How to cancel waves in new zealand and reclaim your money

What is waves and why you might cancel

Waves (accessible at waveapps.com and via mobile apps on iOS and Google Play) is a suite of accounting, invoicing, payroll, and payments processing tools designed for small businesses and freelancers. You subscribe to features like Pro plans, Receipts capture, payroll services, and payment processing - all integrated into one dashboard.

Cancelling Waves makes sense if you've switched to another accounting platform, your business needs have changed, or you simply want to reduce your monthly expenses. At Stopee, we help New Zealand consumers navigate cancellation with clarity and confidence, ensuring you understand every step before you act.

Main services within waves

Waves bundles several subscription tiers and add-ons. You might be paying for a Pro subscription (invoicing, expense tracking, financial reports), a Receipts plan (automated receipt scanning), payroll services (employee pay and tax filing), or the Payments feature (accepting customer payments via credit card or bank transfer). Each of these can be cancelled independently, so you only need to cancel what you're not using.

Why new zealand consumers should cancel

Common reasons to cancel include discovering a competitor's lower pricing, consolidating to a single accounting tool, or losing interest in a feature you're no longer using. If Waves no longer fits your workflow or budget, cancelling immediately stops future charges - but you must follow the right process to avoid unnecessary delays or disputes.

Your consumer rights under new zealand law

Before you cancel, know your legal protections as a New Zealand consumer.

Consumer guarantees act protections

The Consumer Guarantees Act 1993 (CGA) gives you the right to expect that digital services like Waves are of acceptable quality, fit for purpose, and delivered with due care. If Waves fails to deliver those promises - for example, if the software is faulty, features don't work as described, or the service is unavailable - you may be entitled to a refund, repair, or replacement at no extra cost.

Pro tip: If Waves has not performed as promised, document the fault (screenshots, error messages, dates) and contact Wave Support via their in-app chatbot to request a refund under CGA grounds. Reference "breach of acceptable quality" if the company resists.

Cooling-off rights for online purchases

If you purchased a Waves subscription through the App Store, Google Play, or directly at waveapps.com, you have the right to a 14-day cooling-off period from the date of purchase. During this window, you can request a full refund without giving a reason - simply contact Wave Support or your app store within 14 days of the purchase date.

Warning: Once the 14-day period expires, refunds depend on Wave's policy and the CGA. Act quickly if you want to use cooling-off rights.

How to cancel waves: step-by-step for each platform

Your cancellation method depends on where you started your subscription and which Waves feature you're cancelling. At Stopee, we've mapped every route so you cancel on the first try.

Cancel a web-based subscription (Pro or receipts plan)

If you signed up directly at waveapps.com and pay via credit card or bank account, follow these steps.

1. Visit waveapps.com and sign in with your email and password.
2. Navigate to Business Settings (usually found in the menu or account dropdown).
3. Select Manage Subscriptions or Billing.
4. Locate your active plan (Pro, Receipts, or both) and click Cancel or Manage next to it.
5. Confirm the cancellation reason (optional) and click Cancel subscription.
6. You will receive a confirmation email within minutes.

Your account remains active until the end of your current billing cycle - you keep full access to invoicing, reports, and data until that date. Pro tip: If you change your mind before the cycle ends, you can reactivate the subscription from the same Manage Subscriptions page.

Cancel a mobile app subscription (iOS or google play)

If you subscribed through Apple's App Store or Google Play Store, you must cancel through that store, not directly in Waves.

For iOS (Apple app store):

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top, then select Subscriptions.
3. Find and tap Wave or Waves.
4. Tap Cancel subscription and confirm.
5. Apple will send you a cancellation confirmation email.

For android (Google play store):

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top-right corner.
3. Select Payments and subscriptions, then Subscriptions.
4. Tap Wave or Waves.
5. Select Cancel subscription and follow the prompts.
6. Google will confirm the cancellation via email.

The app store controls the refund timing and your access after cancellation. Warning: Deleting the Waves app from your phone does not cancel your subscription - you must use the store's subscription management page.

Cancel a payroll subscription

If you use Waves for payroll services, cancellation works slightly differently because payroll runs monthly and may involve tax obligations.

1. Sign in at waveapps.com.
2. Go to Business Settings > Payroll > Billing.
3. Click Cancel payroll subscription.
4. Review any outstanding payroll runs for the current month and confirm the cancellation date.
5. Confirm and submit.

Payroll access and tax filing services continue through the end of the month in which you cancel, then stop. Download all payslips, tax certificates, and records before the service ends.

If you're unsure where you subscribed

Many New Zealand users subscribe through multiple channels without realising it. Check your bank or credit card statements from the last 30 days to identify the charge source.

• If the charge says Apple or App Store, cancel via iOS Settings > Subscriptions.
• If it says Google Play, cancel via the Google Play Store app.
• If it says Wave, Stripe, or Waves Payments, cancel at waveapps.com under Business Settings.

Pro tip: Open the Waves mobile app, go to Settings > Manage Subscription, and it will direct you to the correct cancellation page based on your subscription origin.

What happens immediately after you cancel

Cancellation doesn't mean instant loss of access - understanding the timeline helps you plan your data migration.

Access period after cancellation

For web-based Pro or Receipts subscriptions, your full account access continues until the end of your current billing month. If your subscription renews on the 15th and you cancel on the 10th, you retain access through the 14th, then lose premium features on the 15th.

For payroll, services run through the end of the month, then stop. This gives you time to download final payslips and tax documents.

Mobile app timing

App Store and Google Play subscriptions follow their own renewal calendars. Check your store's subscription page for the exact end date. Once your subscription expires, the Waves app remains installed but premium features lock.

Your data after cancellation

Waves typically allows you to access your historical invoices, expense records, and reports even after cancellation, but features like creating new invoices or processing payments may become unavailable. Pro tip: Export all critical data (invoices, customer lists, payslips) immediately after cancelling while you still have access.

Will you get a refund when you cancel waves?

Refund eligibility depends on your subscription type, purchase channel, and how long you've been a customer.

Web subscriptions (Pro, receipts, or payroll)

Waves' Paid Subscription Terms state that refunds are not automatic when you cancel mid-cycle. However, you may qualify for a partial refund or credit if you have a legitimate complaint under the Consumer Guarantees Act.

To request a refund, contact Wave Support via the chatbot on waveapps.com or email support. Explain your reason clearly (service downtime, unmet expectations, billing error) and reference the CGA if applicable. Waves considers refund requests on a case-by-case basis, so your documentation matters.

Mobile app purchases (iOS and google play)

Refunds for app subscriptions must be requested through the app store where you purchased.

• Apple App Store: Go to Settings > Subscriptions > Wave > Report Issue, or visit reportaproblem.apple.com. Apple typically approves refunds within 5-7 working days.
• Google Play: Open the Play Store app > Subscriptions > Wave > Manage > Report Issue. Google usually processes refunds within 3-5 business days.

Warning: Both stores have strict refund windows (typically 48 hours after purchase for first-time requests). Act quickly if you want to use this route.

Payments processing refunds

If you process customer payments through Waves and need to issue a refund, you can do this directly from your Waves dashboard. Go to Sales & Payments, find the transaction, and issue a full or partial refund. Processing fees are refunded pro-rata. Refunds typically reach customers in 3-5 business days for credit cards and 5-10 business days for bank transfers.

Waves pricing and plan comparison

Understanding what you're paying helps you decide if cancellation is the right move.

If you're only using the free plan, cancellation doesn't apply - you can simply stop logging in. If you're on Pro, Receipts, or payroll, weigh the cost against the value you receive. Stopee recommends cancelling if you haven't used a feature for two months straight or if a competitor offers the same function at half the price.

Common mistakes when cancelling waves

Cancelling subscriptions can feel stressful, and small errors often lead to unexpected charges or access issues.

Deleting the app instead of cancelling the subscription

The biggest mistake is deleting the Waves app from your phone and assuming the subscription is gone. It isn't. Your billing continues until you formally cancel through the app store. Check your bank statement 30 days after deleting the app - if you see a Waves charge, you didn't actually cancel.

Fix: Go back to your app store's subscriptions page and cancel now, then request a refund for unauthorised charges under the CGA.

Cancelling the wrong subscription

If you use Waves on both iOS and the web, you might have two active subscriptions billing separately. Cancelling only one leaves the other running. Check all three locations: waveapps.com (Business Settings > Manage Subscriptions), iOS Settings > Subscriptions, and Google Play Subscriptions. Cancel each one independently.

Not requesting a refund for the current cycle

Many users cancel mid-cycle but don't ask for a refund, assuming they won't get one. You're entitled to request a pro-rata refund or credit for the unused portion of your subscription, especially if you cancel within 14 days of purchase. Contact Wave Support and ask - silence is consent, but advocacy works.

Losing access to historical data

Once your subscription ends, downloading your invoices and reports becomes urgent. Some users wait until after cancellation to realise they can no longer export historical data. Export everything 5 days before your cancellation date takes effect.

Checklist: before you cancel waves

Use this checklist to ensure a smooth cancellation and protect your data.

• [ ] Document your reason for cancelling - this helps if you need to escalate a refund request.
• [ ] Check your bank or card statement - identify the exact charge amount and merchant name to confirm your subscription source.
• [ ] Calculate any refund eligibility - if you're within 14 days of purchase or have a service complaint, you may qualify.
• [ ] Export all invoices, payslips, and reports - download these while you still have access.
• [ ] Download customer and vendor lists - export to CSV or spreadsheet format for your records.
• [ ] Check for linked apps or integrations - if you use Waves with other tools (accounting software, CRM, payroll processors), notify those services that access will end.
• [ ] Identify the correct cancellation method - web, iOS, or Google Play - based on where you subscribed.
• [ ] Cancel via the correct platform - do not delete the app or expect email cancellation.
• [ ] Confirm the cancellation email - check your inbox (and spam folder) for proof of cancellation.
• [ ] Request a refund if eligible - contact Wave Support within 30 days with documentation.

What waves customers say about cancellation

Real New Zealand users share their cancellation experiences to help you decide.

"Easy process, but I wish I'd known I could get a refund for the unused month." - Jamie, Auckland. Jamie cancelled mid-cycle without asking for a refund and only discovered the option later. Wave Support issued a credit after Jamie contacted them with the issue.

"The app uninstall trap got me twice." - Sam, Wellington. Sam deleted the iOS app, thought cancellation was complete, and was charged again the next month. After contacting Wave Support and referencing the CGA, Sam received a refund for the erroneous charge.

"Payroll cancellation was confusing, but support helped clarify the timeline." - Morgan, Christchurch. Morgan cancelled payroll mid-month and wasn't sure when access would end. Wave's support team confirmed that services would run through month-end, giving Morgan time to download final payslips.

Consumer protection authorities in new zealand

If Waves refuses to refund you or resolve a service complaint, escalate to the appropriate authority.

Consumer protection escalation

The Commerce Commission (comcom.govt.nz) enforces consumer law in New Zealand, including the Consumer Guarantees Act and the Fair Trading Act. If Waves misleads you about features, charges unauthorised amounts, or refuses a legitimate refund claim, you can file a complaint with the Commission.

Pro tip: Before escalating, send Waves a formal letter (email is acceptable) outlining your complaint, the amount you're seeking, and the consumer law you're citing. Give them 14 days to respond. If they don't, or refuse unreasonably, file a Commerce Commission complaint.

Small claims dispute resolution

If your refund claim is under NZD $15,000, you can raise a small claims dispute through the Disputes Tribunal (disputestribunal.govt.nz). This is free and doesn't require a lawyer. The Tribunal will mediate between you and Wave to reach a fair outcome.

Cancellation address and contact information for waves

While Waves primarily handles cancellations online, the parent company Wave operates from an office in Nelson.

Use the postal address only if you're writing a formal complaint letter under the CGA or escalating to the Commerce Commission. For routine cancellations, the online dashboard or in-app chat is fastest.

Final steps: stay informed and cancel with confidence

Cancelling Waves in New Zealand is straightforward once you know which platform to use and what rights protect you. The Consumer Guarantees Act ensures you receive fair service, and the 14-day cooling-off period gives you an escape hatch if you change your mind. Export your data before the end date, confirm your cancellation via email, and request a refund if you're within the eligible window or have a valid service complaint.

Remember: if you encounter resistance, a formal letter citing the CGA or a complaint to the Commerce Commission often resolves disputes quickly. Stopee (stopee.com) has helped thousands of New Zealand consumers cancel subscriptions and recover refunds by following these exact steps. Visit Stopee today for personalised guidance on your cancellation, and take control of your subscriptions with confidence.