Manage Modere

How to cancel modere in new zealand after the april 2025 closure

What modere was and why it matters now

Modere was a direct-to-consumer wellness and personal-care company that sold skincare, supplements and wellness products through subscriptions and one-off purchases across multiple markets, including New Zealand and Australia. Customers could set up automatic replenishment subscriptions or buy individual products through the website and app.

On 11 April 2025, Modere ceased all global operations without warning. This sudden closure affected thousands of New Zealand customers who had active subscriptions, pending orders or saved payment methods on their accounts. In September 2025, Shaklee acquired Modere's New Zealand assets, but this transition created significant confusion about what happens to existing customer accounts and recurring charges.

If you had a Modere subscription active before the closure, you need to take action now to stop any lingering charges and protect yourself. Stopee has helped thousands of New Zealand consumers navigate service closures like this one, and we will walk you through exactly what you need to do.

Current status and what you need to know

Modere's website and app are no longer operational in the normal sense. However, some customer accounts may still be accessible, and your payment information may remain stored on legacy systems. Additionally, the transition to Shaklee has not been fully transparent to consumers, leaving many uncertain about whether old subscriptions will activate under the new owner or simply expire.

Most importantly, you cannot rely on the company to cancel your subscription automatically. You must take deliberate steps to protect your account and prevent future charges.

Your consumer rights under new zealand law

New Zealand consumer law gives you powerful protections when a company goes into liquidation or ceases operations, even if the company itself is no longer trading.

Consumer guarantees act and your protection

Under the Consumer Guarantees Act 1993, goods and services must be of acceptable quality, fit for purpose and delivered within a reasonable time. When Modere ceased operations, it failed to deliver on these guarantees for any outstanding subscriptions or orders. This gives you legal standing to dispute charges and pursue refunds.

If you were charged after 11 April 2025, you have the right to dispute those charges as a breach of the Consumer Guarantees Act. You can escalate this dispute with your bank or through the Commerce Commission if Modere or Shaklee refuse to cooperate.

Fair trading act and misleading conduct

The Fair Trading Act 1986 prohibits companies from engaging in misleading or deceptive conduct. An abrupt closure without clear notification to subscribers about their options could be considered misleading conduct. If you were not properly notified about the closure or given a clear path to cancel, you may have grounds for a complaint with the Commerce Commission.

How to cancel your modere subscription now

Because Modere's systems are partially offline, the steps you take depend on whether your account is still accessible and whether you want to stop charges immediately or pursue a refund claim.

Method 1: attempt online cancellation (if your account is accessible)

1. Go to the Modere New Zealand website (if it loads) and attempt to log in with your email and password.
   • If the login page is unavailable or you receive an error, skip to Method 2.
   • If you receive a message about your account being transferred to Shaklee, note this and proceed to the Shaklee communications section below.
2. If you log in successfully, look for an Account, Subscriptions or Subscription Manager option in the main menu or dashboard.
   • This may be labelled "My Subscriptions", "Active Orders" or "Replenishment".
3. Click on any active subscription and select "Cancel Subscription" or "Delete Subscription".
   • Pro tip: if the Cancel button is greyed out or non-responsive, the system is likely offline or overloaded. Take a screenshot of the error and proceed to Method 2.
4. Confirm the cancellation. Look for a confirmation screen or email confirmation within 24 hours.
   • Save this confirmation email and take a screenshot of the confirmation page.
   • Warning: do not assume the cancellation is complete until you receive a clear confirmation from the system.
5. If you see multiple subscription items (e.g., different products on the same replenishment cycle), delete each one individually.
   • Some subscriptions will not cancel as a bundle; you must remove each item separately to ensure all recurring charges stop.

Method 2: contact your bank or card issuer to block future charges

1. Call your bank or the customer service number on the back of your debit or credit card.
   • Tell them you had a recurring subscription with Modere that you want to cancel, and the original company has ceased operations.
2. Request that they "stop payment" or "block recurring charges" from Modere and Shaklee.
   • Your bank can typically do this within 24 hours.
   • They will either flag the merchant code or issue you a new card with a new number.
3. Ask your bank for a reference number for this request and keep it on file.
   • This reference is crucial if you need to escalate a dispute later.
4. Request a statement or letter confirming the stop payment instruction.
   • You will need this as evidence if you file a formal complaint.

Method 3: dispute charges that occurred after the closure

1. Review your bank or credit card statement for any charges from Modere after 11 April 2025.
   • Write down the date, amount and transaction reference for each charge.
2. Contact your bank and request a chargeback or transaction dispute for each charge after the closure date.
   • Tell your bank: "The merchant ceased operations on 11 April 2025. This charge occurred after the closure and the service was not delivered."
   • Your bank will initiate a formal dispute process, which typically takes 10-20 working days.
3. Provide your bank with supporting evidence:
   • Screenshots of the Modere website showing the closure notice.
   • Confirmation that you attempted to cancel the subscription.
   • Any error messages or failed cancellation attempts.
   • Screenshots of the transaction on your statement.
4. Your bank will reverse the charges if the dispute is successful.
   • Pro tip: most banks side with consumers in closure cases because the merchant cannot defend the transaction.

What happens after you cancel

Stopping your subscription is just the first step. You need to monitor your account and statements to ensure no further charges occur.

How to verify your cancellation worked

After you submit your cancellation request, you must verify that it actually took effect. Many Modere customers reported that cancellations appeared to work but charges continued anyway.

Check your statement daily for the first 2 weeks after cancellation. If you see a new charge from Modere or Shaklee, contact your bank immediately and file a dispute. Additionally, Stopee recommends setting up transaction alerts on your bank app so you receive an instant notification if any charge attempts are made.

If you regained access to your Modere account, log in again 3-5 days after cancellation to confirm the subscription no longer appears. Take a screenshot for your records.

Monitor for communications from shaklee

Shaklee has acquired the New Zealand business but has not yet provided detailed public instructions for former Modere customers. Watch your email for any messages from Shaklee or check the Shaklee New Zealand website for formal guidance on how customer data and subscriptions will be handled.

If Shaklee attempts to transfer your Modere subscription to a new Shaklee account without your consent, contact them immediately to cancel and request evidence of the cancellation.

Can you get a refund from modere?

Refunds are complicated because Modere is no longer operating normally, but you have several options depending on your situation.

Refunds for charges after the april 2025 closure

If you were charged between 11 April 2025 and the date you cancelled, you are entitled to a refund. The service was not delivered because the company had ceased operations. You have two paths to recover this money:

First, attempt to contact Modere or Shaklee directly and request a refund. However, because Modere is in liquidation, this is unlikely to produce results. Second, file a chargeback or dispute with your bank as described in Method 3 above. Your bank will pursue the refund on your behalf and is far more likely to succeed.

Refunds for future subscription cycles that did not occur

If you were charged for a subscription cycle that was scheduled to ship after 11 April 2025 but was never delivered, you can claim a refund. The service was not provided, so the charge should not have been processed.

Stopee advises gathering screenshots of your subscription schedule showing the scheduled delivery date and comparing it to your bank statement to prove the charge was made for a service that never occurred.

Escalating to the commerce commission

If your bank denies your dispute or if you want to pursue a broader consumer complaint, you can lodge a complaint with the Commerce Commission. The Commission can investigate whether Modere or Shaklee engaged in misleading conduct or breached the Fair Trading Act by failing to notify customers of the closure or by continuing to process charges.

Contact the Commerce Commission at complaints@comcom.govt.nz or visit www.comcom.govt.nz. Include your subscription details, dates of charges, and evidence of your cancellation attempts.

Common mistakes to avoid when cancelling

Many New Zealand consumers in Modere's position make costly errors that delay their refunds or allow charges to continue undetected.

Mistake 1: assuming cancellation is complete without verification

You see a cancellation screen and assume you are done. Then a charge appears on your statement three weeks later. This is the most common mistake. Always wait 5-10 days and check your account or statement to confirm the subscription is actually gone and no charges have occurred.

Mistake 2: not documenting your attempts

If you later need to dispute a charge or file a complaint, you will need proof that you tried to cancel. Take screenshots of every step: the login screen, the subscription page, the cancellation option you clicked and any confirmation or error message. Save your confirmation emails. These documents are your lifeline if you need to escalate to your bank or the Commerce Commission.

Mistake 3: waiting too long to dispute charges with your bank

Most banks have a 30-to-90-day window for disputing charges. If you wait too long, your bank may refuse to help. File disputes as soon as you discover unauthorized charges after the closure date.

Mistake 4: giving up after one cancellation attempt fails

Modere's systems are unstable. Your first attempt to cancel via the website might fail. If it does, immediately move to Method 2 or Method 3 and contact your bank or file a dispute. Do not assume the system will work better tomorrow.

Comparison table: cancellation methods and success rates

Your cancellation checklist

Use this step-by-step checklist to ensure you have completed every action needed to cancel your Modere subscription and protect yourself from future charges.

• Step 1: Attempt to log in to your Modere account and cancel online (Method 1). Take screenshots of all pages, including any error messages or confirmation screens.
• Step 2: Call your bank and request a stop payment instruction for Modere. Obtain a reference number and request a confirmation letter.
• Step 3: Review your statement for charges after 11 April 2025. Write down the date, amount and reference for each one.
• Step 4: For any charge after the closure, file a chargeback or dispute with your bank (Method 3). Provide screenshots and documentation.
• Step 5: Set up transaction alerts on your bank app to notify you immediately of any future charges from Modere or Shaklee.
• Step 6: Log back into your Modere account 5-10 days after cancellation to confirm the subscription no longer appears.
• Step 7: Watch for communications from Shaklee about the asset transfer. Do not activate a Shaklee account unless you choose to.
• Step 8: If your bank denies a dispute or if you receive new charges, lodge a complaint with the Commerce Commission at complaints@comcom.govt.nz.
• Step 9: Keep all documentation (screenshots, emails, receipts, bank correspondence) in a folder on your computer or cloud storage for at least 2 years.

Summary and next steps

Modere's sudden closure left thousands of New Zealand customers in a difficult position, but you have clear legal protections and practical tools to recover your money and stop future charges. The key is to act immediately and document every step.

First, attempt to cancel your subscription online if the Modere website is accessible. If that fails or is unavailable, contact your bank within 24 hours to request a stop payment instruction. This is the fastest and most reliable way to block future charges. Second, review your statement and file disputes with your bank for any charges that occurred after 11 April 2025. Your bank will almost certainly rule in your favor because the service was not delivered.

Stopee has helped thousands of New Zealand consumers navigate service closures, unexpected charges and refund disputes. You are not alone in this situation, and you have more power than you might think. The Commerce Commission, your bank and consumer protection law are all on your side if a company stops operating while your money is still in play.

Take action today. Do not wait for Modere or Shaklee to contact you, because they will not. Stopee recommends starting with your bank's stop payment service (the fastest option) and then documenting your online cancellation attempts for the record. Within two weeks, you should have blocked all future charges and filed disputes for any unauthorized post-closure transactions.

For detailed help navigating this process or if you encounter resistance from your bank or need guidance on filing a Commerce Commission complaint, Stopee's consumer guides and escalation resources are available to support you every step of the way.