Manage Chatbooks

How to cancel chatbooks in new zealand and protect your subscription rights

What chatbooks is and why you might want to cancel

Chatbooks is an online photo book printing service that lets you create and order custom photo books directly from your mobile app or web browser. The service works by accepting orders from your device, sending them to print production, and delivering physical photo books to your door. Many customers in New Zealand subscribe to recurring monthly plans that deliver photo books or printing credits on a schedule until they choose to cancel.

You might want to cancel for several reasons: you've finished a project, the subscription costs have added up unexpectedly, you've found a cheaper alternative, or you simply no longer need printed photo books. Whatever your reason, Stopee is here to walk you through the process step by step so you cancel cleanly and avoid ongoing charges.

Understanding chatbooks' subscription model

Chatbooks operates on two main tracks. You can place one-off web or in-app orders for individual photo books, or you can join a recurring subscription plan (like Monthbooks or Monthly Minis) that delivers books or credits to you automatically each month. The key difference: one-off orders stop after delivery, but subscriptions keep charging you until you actively cancel them. Stopee recommends checking which type of service you're actually using before you start the cancellation process, because the steps differ slightly.

Chatbooks pricing in new zealand dollars

Here's what you need to know about Chatbooks costs if you're based in New Zealand.

Pro tip: Chatbooks subscription pricing often displays in USD within the app, even if you're in New Zealand. Before you cancel, take a screenshot of your current billing amount so you know exactly what you're paying and can verify the currency conversion.

Why subscription costs surprise customers

Many New Zealand subscribers report that recurring charges mount up faster than expected because the app makes it easy to ignore monthly debits. If you've been charged for several months and haven't received books, or if you've cancelled in the past and charges continued, you have consumer rights on your side - which Stopee covers in detail below.

How to cancel chatbooks: step-by-step for each method

The cancellation process depends on whether you're using the iOS app, Android app, or web browser. Follow the method that matches your account.

Cancel chatbooks on iOS or android app

If you signed up via the Chatbooks mobile app, use the app itself to stop your subscription.

1. Open the Chatbooks app on your phone or tablet.
   • Make sure you're logged in with the email address tied to your subscription.
2. Tap your account profile icon or settings menu (usually found in the top-left or top-right corner).
   • Look for labels like "Account", "Settings", "My Account", or a profile silhouette.
3. Navigate to "Subscriptions" or "Billing" within your account menu.
   • This section shows any active recurring plans attached to your account.
4. Select the subscription you want to cancel (e.g., "Monthbooks" or "Monthly Minis").
   • You may see a preview of your next delivery date and the charge amount.
5. Tap "Cancel subscription" or "Turn off recurring delivery".
   • The app may show a confirmation screen or ask you to confirm your cancellation again.
6. Confirm the cancellation by tapping "Yes" or "Cancel subscription" on the final prompt.
   • Take a screenshot of the confirmation screen showing the date and time your subscription was cancelled.

Warning: Do not close the app or navigate away until you see a final confirmation message. If you're unsure whether the cancellation went through, log out and log back in to check that the subscription no longer appears in your account.

Cancel chatbooks via web browser

If you manage your account on Chatbooks' website, you can cancel your subscription there.

1. Visit the Chatbooks website and log in with your account email and password.
   • Ensure you're using the correct email address associated with your subscription.
2. Go to your account settings or dashboard.
   • Look for a "My Account", "Settings", or "Manage Subscription" section.
3. Find your active subscriptions or billing information.
   • This page should show any recurring plans and upcoming charges.
4. Click "Cancel subscription" or "Stop recurring delivery" next to the plan you want to end.
   • Some accounts display this option under a "Manage" or "Edit" button.
5. Review the cancellation notice to confirm what happens to your remaining credits or pending orders.
   • Read this carefully: Chatbooks will outline whether you lose unused credits and what happens to books already submitted to print.
6. Click "Confirm cancellation" or "Yes, cancel my subscription".
   • Bookmark or screenshot the confirmation page with the date and reference number.

Pro tip: Stopee recommends checking your email immediately after cancelling. Chatbooks should send you a cancellation confirmation email within a few minutes. If you don't receive one, go back and try the cancellation again, because the first attempt may not have processed.

Cancel a pending order before it's sent to print

If you've placed a one-off order (not a subscription) and want to stop it, time is critical because Chatbooks sends orders to the printer very quickly.

1. Log into your Chatbooks account immediately (app or web).
   • Do not delay; orders can move to "submitted to print" within hours of placement.
2. Go to "My Orders" or your order history.
   • You should see a list of recent orders with their status.
3. Check the status of the order you want to cancel.
   • If it shows "processing" or "submitted to print", Chatbooks cannot cancel or edit it. The order is already with the printer and will be produced and shipped.
   • If it shows "pending" or "draft", you may have a short window to cancel or modify it.
4. If cancellation is possible, select the order and look for a "Cancel order" or "Delete order" button.
   • This option only appears for orders not yet sent to the printer.
5. Confirm the cancellation and wait for a confirmation message.
   • Save this confirmation for your records.

Warning: Once Chatbooks shows your order as "submitted to print", you cannot cancel it through the app or website. You must contact Chatbooks support directly, though cancellation is not guaranteed if the print job has already begun processing.

Contact chatbooks support to cancel

If the self-service steps above don't work, or if you're having trouble accessing your account, reach out to Chatbooks support directly.

1. Open the Chatbooks app or visit the Chatbooks website.
   • Look for a "Help", "Support", or "Contact us" button, typically found in settings or the footer.
2. Choose in-app chat or email support.
   • In-app chat is usually faster for urgent cancellations.
3. Provide the following information in your message:
   • Your full name and email address associated with the account.
   • Your order or subscription number (if applicable).
   • A clear statement: "I want to cancel my subscription" or "I want to cancel order [number]".
   • The date and time you attempted to cancel (if you've already tried self-service).
4. Send the message and wait for a response.
   • In-app chat may respond within a few hours; email may take 24-48 hours.
5. Confirm with support that your cancellation has been processed.
   • Ask them to send you a written confirmation email so you have proof of the cancellation date.

Pro tip: When contacting support, stay calm and professional but be firm about your cancellation request. Document the date, time, and name of the support agent you speak with. Stopee advises keeping all correspondence in case you need to escalate the issue.

What happens after you cancel

Cancelling your Chatbooks subscription stops future recurring charges, but several things continue to happen that you need to understand.

Recurring charges and billing

After you successfully cancel, Chatbooks should not charge you again. However, if you had a book already submitted to print before you cancelled, Chatbooks will still fulfill and ship that order, and you may see a final charge for it. Stopee recommends checking your bank or credit card statement one week after cancellation to confirm that no new charges appear.

Your account and photos remain live

Cancelling your subscription does not automatically delete your account, your stored photos, or your order history. All of your content stays in the app and on the Chatbooks website unless you actively delete your account. This is helpful if you think you might resubscribe in the future, but if you want to remove your data completely, you need to take an extra step: log in, find the account deletion or data removal option in settings, and confirm the deletion. Be aware that deleting your account is usually permanent and cannot be undone.

Unused credits expire

If your Chatbooks account had unused printing credits, those credits now have an expiry date. Chatbooks' policy states that credits expire 13 months from the date they were issued. Once they expire, they cannot be refunded or transferred. If you have remaining credits that you want to use, you have approximately 90 days after cancellation to spend them before Chatbooks considers them forfeited.

Will you get a refund from chatbooks

Refunds are Chatbooks' weakest point, and this is where many New Zealand customers feel frustrated.

Chatbooks' refund policy

Chatbooks generally does not issue cash refunds for subscription cancellations. Instead, the company issues account credits that you can use to buy photo books or other products. If you've already used up your credits or they've expired, you are usually out of luck. Chatbooks will not reverse a credit card or bank account charge for a cancelled subscription unless the order was never produced or shipped.

When you can push for a refund

You have better arguments for a refund in these situations:

• You were charged after you cancelled, and you have proof of cancellation. Chatbooks should refund the erroneous charge immediately.
• You were charged multiple times in the same billing cycle (a duplicate charge). Contact support with evidence and request a refund.
• Your photo book was never delivered, or you received a faulty or damaged product. Under New Zealand consumer law (covered below), you are entitled to a repair, replacement, or refund.
• You cancelled more than 30 days ago and are still being charged. This is a billing error, and you have legal grounds to dispute it.

Pro tip: Always request a cash refund first, not account credits. If Chatbooks refuses, escalate your request in writing and reference the Consumer Guarantees Act (explained in the next section). This shifts the conversation from company policy to legal obligation.

Expired or unused credits

Credits issued by Chatbooks expire 13 months after they are added to your account. Claims of a "lifetime refund" policy have circulated on review sites, but Stopee cannot confirm that this policy still applies in New Zealand or to all customers. Do not rely on a legacy refund guarantee; instead, use your credits before the 13-month expiry date or they will be lost.

Your consumer rights in new zealand

The good news: New Zealand law gives you strong protections that sit above Chatbooks' own policies.

The consumer guarantees act protects you

Under New Zealand's Consumer Guarantees Act, when you buy goods (including photo books) from a business, those goods must be of acceptable quality, fit for purpose, and delivered within a reasonable time. If Chatbooks fails to meet any of these guarantees, you have the right to a remedy. The Act applies to all consumers in New Zealand, whether you're buying a single photo book or a subscription service.

Your remedies if something goes wrong

If your photo book arrives damaged, is not as described in the preview, or is delayed indefinitely, you can demand:

• A repair of the faulty book.
• A replacement book printed and sent at no extra cost.
• A full refund of the price you paid.
• In some cases, compensation for loss or inconvenience.

These rights apply regardless of what Chatbooks' website or app says about returns or refunds. If Chatbooks refuses to honour your claim, you can escalate to the Commerce Commission or pursue a claim in the District Court.

How to use your consumer rights to get a refund

1. Document the problem in writing.
   • Take photos of any damaged books. Record delivery dates and times. Save all email correspondence with Chatbooks.
2. Contact Chatbooks support and explain the issue clearly.
   • Reference the Consumer Guarantees Act by name. Example: "Under the Consumer Guarantees Act, I am entitled to a repair, replacement, or refund because [your reason]."
3. Request a specific remedy in writing.
   • Write: "I am requesting a full refund of [amount] to [your bank account details] within 14 days. Please confirm this in writing."
4. If Chatbooks refuses or ignores you, escalate to the Commerce Commission.
   • The Commerce Commission is New Zealand's consumer protection authority. You can file a complaint at www.beehive.govt.nz or contact them directly. Stopee recommends having all your evidence ready when you complain.

Pro tip: Mentioning the Consumer Guarantees Act often prompts companies to reconsider. Many businesses comply once they realise you know your legal rights. Keep your tone professional but firm.

Common mistakes to avoid when cancelling chatbooks

It's frustrating when a cancellation doesn't go smoothly, especially after you've followed the steps correctly. Here are the pitfalls that catch most people off guard.

Assuming cancellation worked without checking your email

The number-one mistake Stopee sees is subscribers who click "cancel" and assume it's done, only to discover weeks later that they were charged again. Chatbooks sends a confirmation email within minutes of a successful cancellation. If you don't see this email in your inbox or spam folder within 10 minutes, the cancellation did not go through. Go back and try again or contact support immediately.

Cancelling the app without cancelling the subscription

Deleting the Chatbooks app from your phone does NOT cancel your subscription. The subscription continues running in Chatbooks' billing system, and you will keep being charged. You must cancel through the app or website first, then delete the app if you want.

Ignoring a book already sent to print

If you cancel your subscription but one of your books is already at the printer, Chatbooks will finish it and ship it to you. You will be charged for this book even though you cancelled. Check your order status before you cancel. If a book is listed as "submitted to print", you cannot stop it through the app; you must contact support and request an exception (though this is not guaranteed).

Waiting too long to cancel after your first charge

Each day you delay, another subscription charge sits in Chatbooks' pipeline. If you decide you don't want the service, cancel immediately. Do not wait for the next billing cycle, hoping you'll remember. Stopee strongly advises cancelling as soon as you make the decision, then asking for a refund of recent charges if you believe you were misled about pricing or features.

Not saving your confirmation details

If Chatbooks disputes your cancellation later (or your bank asks for proof), you need evidence. Screenshot the confirmation page, save the confirmation email, and write down the date, time, and support agent name if you cancelled via chat or email. These records become crucial if you need to file a dispute with your bank or escalate to the Commerce Commission.

Chatbooks contact details for new zealand cancellations

Chatbooks does not have a dedicated New Zealand mailing address for cancellations. Instead, you must use the in-app support chat or email system within the app. If you need a physical mailing address, Chatbooks' registered headquarters is in the United States; alternatively, an address in Germany is listed on their general contact page. For efficiency, Stopee recommends using in-app chat, which is faster and provides immediate confirmation of your request.

Pro tip: Save the Chatbooks support contact information before you cancel, in case you need to follow up later.

Summary: your cancellation checklist

Conclusion: you have more power than you think

Cancelling Chatbooks should be straightforward, but the subscription model makes it easy for charges to slip through unchecked. The key is to cancel immediately, save your confirmation, and monitor your bank account. If Chatbooks keeps charging you after cancellation, you are not powerless: New Zealand's Consumer Guarantees Act and the Commerce Commission are on your side.

Stopee has helped thousands of New Zealand consumers cancel unwanted subscriptions, recover erroneous charges, and understand their consumer rights. Whether you're cancelling Chatbooks today or protecting yourself against similar services in the future, remember that you have the right to cancel, the right to a clear confirmation, and the right to dispute charges that continue after you've stopped the service. Use the steps above, keep your records, and reach out to support or the Commerce Commission if Chatbooks pushes back. Stopee is here to make sure you cancel cleanly and take control of your spending.