Manage Hopper

How to cancel hopper in new zealand and protect your travel booking rights

What hopper is and why you might want to cancel

Hopper is a third-party travel booking platform and mobile app that compares and books flights, hotels and rental cars across multiple providers. The service promises price predictions and optional add-ons like price freeze or cancel any reason protection, plus a paid subscription tier called Hopper Premium. When you book through Hopper, you're using an intermediary-the underlying airline, hotel or car rental company sets the actual fare rules and refund policies that apply to your booking.

You might want to cancel a Hopper booking because you've changed your travel plans, found a better price elsewhere, or discovered that Hopper's promised protections (like cancel any reason) don't deliver the refund you expected. You might also want to cancel a Hopper Premium subscription if you're not using the member discounts or carrot cash rewards enough to justify the ongoing cost. Understanding your cancellation options and consumer rights before you act will save you time, frustration and money.

When cancellation makes sense for you

Cancel your Hopper booking if your travel plans have genuinely changed and the underlying airline or hotel allows cancellations under their fare rules. Cancel your Hopper Premium subscription if you're not actively booking flights or using the member perks within a typical month. Cancel add-ons like cancel any reason or VIP support if you realise you won't need them or if Hopper's support team fails to resolve issues promptly. At Stopee, we've seen countless travellers regret paying for protections they never use-so audit your active subscriptions now.

When you should keep your hopper account

Keep your account if you book frequent flights and genuinely use Hopper Premium's carrot cash or checked bag benefits. Keep any cancel any reason add-on if you're booking a high-value, non-refundable fare and genuinely need that safety net. Keep your booking if the underlying airline has already cancelled the flight-you'll have a statutory right to a refund or rebooking under New Zealand consumer protections, regardless of Hopper's involvement.

Your consumer rights in new zealand and what they guarantee

The Consumer Guarantees Act (CGA) protects you when you book travel through any third-party platform, including Hopper. This is your strongest legal lever if Hopper or its agents fail to deliver what they promised.

What the consumer guarantees act covers

Under the CGA, any service supplier-including Hopper-must provide services with reasonable care and skill, deliver the service within a reasonable timeframe, and ensure the service is fit for purpose. You cannot be asked to waive these rights, no matter what Hopper's terms and conditions say. If Hopper promises a "cancel any reason" add-on but then refuses to process your refund, that's a breach of the CGA's fitness-for-purpose guarantee.

The CGA also covers misleading claims about price predictions or refund eligibility. If Hopper displays a price prediction algorithm as a "guaranteed" saving and that prediction proves consistently inaccurate, you have grounds to challenge the service quality. Keep screenshots of any promises Hopper makes in the app or at checkout-they're your evidence if a dispute arises.

Statutory refund periods and cooling-off rights

Unlike retail goods, there is no automatic 14-day cooling-off period for flight or hotel bookings in New Zealand. Your refund rights depend entirely on what the underlying airline or hotel provider allows and what Hopper promised at the point of sale. However, if the airline or hotel cancels the flight or stay (not you), you are legally entitled to a refund or rebooking-and Hopper must pass that entitlement through.

How to escalate if hopper refuses to help

If Hopper fails to provide reasonable care or breaches its cancel any reason promise, you can lodge a complaint with the Commerce Commission (comcom.govt.nz) or seek mediation through a dispute resolution service. Keep all correspondence with Hopper in writing-emails, in-app support messages, or screenshots. Stopee recommends documenting every step so you have evidence if escalation becomes necessary.

Methods to cancel your hopper bookings and subscriptions

Cancellation routes differ depending on what you're cancelling-a single flight booking, a hotel stay, or a recurring subscription. Each method has its own pitfall.

Cancellation methods at a glance

You can cancel a flight or hotel booking directly through the Hopper app or website if the underlying airline or hotel allows it. You can cancel Hopper Premium or add-ons through your app account settings or your Apple App Store or Google Play Store subscription menu. You can also contact Hopper support directly if the in-app cancellation route is unclear or fails. For complex disputes over refunds, you escalate through the Commerce Commission or a licensed dispute resolver.

Each method has different processing times and refund timelines, so understanding which route applies to your situation is critical before you start.

Step-by-step: how to cancel your hopper booking

Follow these clear steps to cancel a single flight, hotel or car rental booking through Hopper. The process varies slightly depending on whether you use the mobile app or the website.

Cancel a flight or hotel booking via the hopper app

1. Open the Hopper app and log in to your account using your email and password.
   • If you've forgotten your password, tap "Forgot password?" on the login screen and follow the email reset link. This can take up to 5 minutes.
2. Tap "Bookings" or "My trips" at the bottom of the screen to view your confirmed reservations.
   • If you don't see this menu, tap the three horizontal lines (hamburger menu) in the top left corner.
3. Select the booking you want to cancel-it will display your confirmation number, dates, airline or hotel name, and any fare rules.
   • Read the fare rules or cancellation policy shown on this screen. This tells you whether the airline or hotel allows cancellations and what refund (if any) you'll receive.
4. Tap "Cancel booking" or "Manage booking" (wording varies by booking type).
   • Warning: Some bookings show "Contact airline" or "Non-refundable" at this stage. If you see this, skip to step 6 below.
5. If cancellation is available, confirm the cancellation on the next screen and accept any terms shown.
   • The app will display an estimated refund amount and the processing timeline (typically 5 to 30 business days depending on the airline or hotel).
6. If the app directs you to contact the airline or hotel directly, note the confirmation number and airline name, then follow the instructions in "Cancel directly with the airline or hotel provider" below.
   • Pro tip: If Hopper says "Contact airline," it means Hopper is not processing the cancellation-you must contact the airline yourself using the booking reference on your itinerary.
7. Tap "Done" or "Confirm" to finalize the cancellation within the app.
   • You should receive a cancellation confirmation email within 2 hours. If you don't see it after 4 hours, check your spam folder or contact Hopper support.

Cancel a flight or hotel booking via the hopper website

1. Visit the Hopper website and log in using your email address and password.
   • On the homepage, look for "My bookings" or "Log in" in the top navigation menu.
2. Click "My trips" or "My bookings" once you're logged in.
   • A list of your confirmed bookings will appear, sorted by date.
3. Click on the booking you want to cancel to open the full itinerary and fare details.
   • This screen shows the airline or hotel's cancellation policy and any applicable refund percentage.
4. Look for a "Cancel booking," "Manage booking," or "Request cancellation" button.
   • If you can't find this button, the website may redirect you to the airline or hotel's website instead. If so, follow the instructions under "Cancel directly with the airline or hotel provider" in the next section.
5. Click the cancellation button and review the confirmation screen showing the estimated refund and processing timeline.
   • Some bookings may require you to contact Hopper support or the airline directly if the website cancellation route fails.
6. Confirm the cancellation by clicking "Yes, cancel this booking" or similar.
   • A confirmation email will be sent within 2 hours. Save this email as proof of your cancellation request.

Cancel directly with the airline or hotel provider

1. Check your original booking confirmation email from Hopper for the airline name, booking reference (confirmation number), and contact details.
   • You may need to search for emails from "[airline name] confirmation" or similar.
2. Visit the airline or hotel's official website (not a third-party site) and log in using your booking reference and last name.
   • Do not use links from your Hopper email-navigate to the airline or hotel website directly by typing the URL in your browser.
3. Find the "Manage booking" or "My reservations" section and locate your flight or hotel stay.
   • Review the cancellation policy shown in this section-this is the definitive rule that applies to your booking.
4. Select "Cancel reservation" or "Cancel booking" and follow the airline or hotel's cancellation flow.
   • The airline or hotel will confirm whether you receive a full refund, a credit for future travel, or nothing (if the fare is non-refundable).
5. If cancellation is not available online, call the airline or hotel's customer service line.
   • Have your booking reference and booking email address ready. Be prepared to wait on hold during peak hours (typically mornings or evenings).
   • Pro tip: Call during off-peak hours (mid-afternoon or late evening) to reduce wait times.
6. Request written confirmation of the cancellation via email and ask for the expected refund date.
   • If the agent refuses to email confirmation, ask them to provide a reference number for the cancellation and take note of the agent's name and call time.

Step-by-step: how to cancel hopper premium or add-ons

Cancelling a one-time booking does not cancel your recurring Hopper Premium subscription or any add-ons you've purchased. You must cancel these separately through your account settings or your device's app store.

Cancel hopper premium via the app

1. Open the Hopper app and tap the profile icon (usually in the bottom right corner).
   • If you don't see a profile icon, tap the three horizontal lines (hamburger menu) at the top left.
2. Tap "Account settings," "Subscription," or "Manage subscription" (exact wording varies).
   • If you see multiple subscription options, select "Hopper Premium."
3. You will see your current subscription plan, renewal date, and billing amount.
   • Take a screenshot of this screen for your records.
4. Tap "Cancel subscription" or "Unsubscribe."
   • Some app versions show this as "Edit subscription" followed by a "Cancel" button on the next screen.
5. Review any cancellation confirmation or survey asking why you're leaving.
   • You may be offered a discount to stay-only accept if you genuinely plan to continue using the service. Otherwise, confirm the cancellation.
6. Confirm the cancellation by tapping "Yes, cancel" or "Confirm cancellation."
   • Your Premium membership will remain active until the end of your current billing cycle. You will not be charged for the next renewal date.
7. Look for a final confirmation screen or email confirming that your subscription has been cancelled.
   • If you don't receive a confirmation email within 4 hours, contact Hopper support with your account email and the screenshot from step 3.

Cancel hopper premium via apple app store or google play

1. If you subscribed to Hopper Premium through your app store (not directly through Hopper), you must cancel through that store account.
   • Open the Apple App Store app or Google Play Store app on your device.
2. Tap your profile icon or account section in the app store.
   • In Apple App Store, this is usually "Account" in the top right. In Google Play, tap your profile picture and select "Manage your Google Account."
3. Select "Subscriptions" or "App subscriptions."
   • A list of all your active subscriptions will appear.
4. Find "Hopper" in the subscriptions list and tap it.
   • The subscription details screen will show your renewal date and billing amount.
5. Tap "Cancel subscription" or "Unsubscribe."
   • Warning: Do not tap "Delete" or "Remove"-this removes the app but does not cancel the subscription.
6. Confirm the cancellation on the final screen.
   • Your subscription will end at the next renewal date. You will not be charged beyond that date.

Cancel add-ons like cancel any reason or VIP support

1. Open the Hopper app and navigate to "Account settings" (steps 1 and 2 from the section above).
   • Look for an "Add-ons," "Protections," or "Active services" section.
2. Find the add-on you want to cancel (cancel any reason, VIP support, price freeze, etc.) and tap it.
   • If you can't find the add-on in settings, it may be tied to a specific booking. Return to your booking and look for an option to "Remove protection" or "Remove add-on."
3. Tap "Remove," "Cancel," or "Opt out" as shown on the screen.
   • Hopper may ask you to confirm why you're removing the add-on.
4. Confirm the cancellation.
   • If the add-on is tied to a specific booking that hasn't yet occurred, you're simply removing the protection before the trip. If the booking has already passed, contact Hopper support to request a refund for the add-on you didn't use.
5. If you cannot find the add-on in the app, contact Hopper support by email or in-app chat and ask them to list all active add-ons on your account and guide you through removal.
   • Pro tip: Reference the date you purchased the add-on and the booking it was attached to. This speeds up support's response.

Refund timelines and what to expect after cancellation

Cancelling your booking or subscription is not the same as receiving your refund. Understanding the timeline and what happens to your money after you cancel is crucial.

Refund eligibility and processing times

Your refund depends entirely on the underlying airline or hotel's fare rules-Hopper does not override these. If the airline or hotel classifies your fare as non-refundable, Hopper cannot independently approve a refund. If the airline or hotel allows a cancellation with a full refund, Hopper processes the request to the airline or hotel and then passes the refund back to your original payment method.

Refunds typically appear in your bank account or credit card within 5 to 30 business days, depending on how quickly the airline or hotel processes the cancellation and how long your bank takes to credit the funds. Some airlines or hotels issue travel credits instead of cash refunds, especially for non-refundable fares-these credits usually remain valid for 12 months.

Subscription refunds and credits

If you cancel Hopper Premium mid-cycle, you will not receive a pro-rata refund for unused days. Your Premium membership remains active until the end of your current billing period, then automatically stops renewing. If you paid annually upfront and cancel before the year ends, contact Hopper support to request a partial refund-New Zealand consumer law may entitle you to one if the service was not fit for purpose.

Hopper's carrot cash rewards typically expire if your Premium membership is not renewed. Check your account for any pending carrot cash before you cancel, and use it on a booking if possible.

What to do if your refund doesn't arrive

1. Wait at least 30 business days from the cancellation date.
   • International refunds and transfers between financial institutions can take longer than domestic ones.
2. Check your bank account and credit card statements carefully-the refund may appear under a different name (the airline's or hotel's name, not Hopper's).
   • Search your statement for keywords like the airline abbreviation, hotel name, or "reversal."
3. If the refund has not appeared after 30 business days, contact Hopper support in writing (email) with your booking reference, cancellation confirmation number, and the date you cancelled.
   • Ask Hopper to provide the cancellation reference number from the airline or hotel as proof that the cancellation was submitted on your behalf.
4. If Hopper cannot locate a record of your cancellation, ask them to contact the airline or hotel directly and request that the refund be reprocessed.
   • Keep all written correspondence in case you need to escalate to a dispute resolver or the Commerce Commission.
5. If Hopper refuses to help or claims the airline or hotel is "not responding," escalate your complaint to the Commerce Commission or a licensed dispute resolution service (such as Disputes Tribunal).
   • You will need to provide evidence that you cancelled the booking and that Hopper promised to process the refund.

Pricing, plans and what hopper charges

Understanding Hopper's pricing structure helps you decide whether the service and add-ons are worth keeping or cancelling. Stopee has tracked typical Hopper costs for New Zealand users.

Hopper's standard fees and subscription tiers

Prices vary depending on the airline, route, time of year and current promotions. The NZD amounts shown are approximate and based on typical USD-to-NZD conversion at time of purchase. Always check the exact fee on your booking screen before confirming.

Common cancellation mistakes and how to avoid them

Cancellation mishaps often stem from confusion between booking cancellation and subscription cancellation, or from not reading the airline's fare rules before you act. We understand the frustration-but these mistakes are avoidable.

Mistake 1: cancelling your booking but not your recurring subscription

You cancel one flight booking through the Hopper app, but Hopper Premium continues to renew every month. You're still charged for Premium even though you're not using Hopper anymore. Solution: after cancelling any booking, always check your subscription settings and manually cancel Hopper Premium or any add-ons you've purchased. Stopee recommends setting a calendar reminder to audit your active subscriptions monthly.

Mistake 2: assuming hopper will refund a non-refundable fare

You book a cheap flight on a non-refundable fare, buy the "cancel any reason" add-on thinking it guarantees a refund, then try to cancel. Hopper's cancel any reason protection may not fully reimburse you-it may cap the refund at a certain percentage or amount, or require you to cancel within a specific window. Always read the full terms of any add-on before purchasing it, and keep that email receipt.

Mistake 3: trying to cancel through hopper when the airline is the gatekeeper

Hopper clearly states on your booking that you must contact the airline directly. You email Hopper support asking for a refund, but they respond saying it's not in their control. By this point, days have passed. Solution: always check the cancellation policy shown in the app or on your booking confirmation. If it says "Contact airline," don't waste time with Hopper-go straight to the airline's website or phone line.

Mistake 4: not documenting your cancellation request

You cancel your booking over the phone with Hopper support, but receive no email confirmation. Weeks later, you're charged again. Solution: always request written confirmation-an email, screenshot or reference number-whenever you cancel anything through Hopper. If an agent refuses, ask for their name, the call time and a callback number so you have proof of the attempt.

Mistake 5: cancelling your app store subscription instead of the in-app subscription

You cancel Hopper Premium through Apple App Store, but Hopper's in-app settings still show an active subscription. You're confused about which cancellation actually worked. Solution: follow one method only. If you subscribed through Hopper's app directly, cancel through the app settings. If you subscribed through your app store, cancel through your app store account. Do not do both.

What happens to your data and account after cancellation

Cancelling a booking or subscription does not immediately erase your personal data from Hopper. You should understand what information Hopper retains and how to request access or deletion.

Data retention and privacy

Hopper retains your booking history, contact email, phone number and payment information according to its privacy policy and New Zealand data protection laws. Your booking records remain in Hopper's system for at least 7 years for tax and audit purposes. If you want to request access to the data Hopper holds about you, or ask for it to be deleted, you can submit a request through Hopper's privacy settings or by contacting their support team directly.

Your cancelled bookings will not appear in your "My trips" section, but Hopper's backend systems will retain a record of the cancellation for accounting purposes. You cannot unilaterally delete cancelled bookings from Hopper's records-only Hopper can do this in response to a formal data deletion request.

Re-activating a cancelled subscription

If you cancel Hopper Premium and later want to reactivate it, you can simply re-subscribe through the app or app store at any time. Your carrot cash balance will not carry over if your membership has lapsed for more than 12 months. Any bookings made during a lapsed membership period will not accrue carrot cash or member discounts.

Common cancellation traps and how stopee can help

Dark patterns in the Hopper app and website make cancellation deliberately difficult. Being aware of these traps protects you from accidentally extending your subscription or overpaying for add-ons.

The hidden renewal opt-out

Hopper Premium auto-renews every month unless you actively opt out. The "Cancel subscription" button is sometimes buried three levels deep in account settings, making it easy to miss. Some users don't realise their subscription renewed because the charge appears on a joint account or credit card statement they don't review regularly. Solution: set a phone reminder on your renewal date to check whether Hopper Premium is still active, or ask your bank to send you alerts for recurring charges.

The misleading "cancel any reason" add-on

Hopper markets "cancel any reason" as a safety net that guarantees a refund if your plans change. In reality, the refund is often capped at a percentage of the fare (e.g., 80 percent) or excludes certain costs like taxes and service fees. You may also face a narrow cancellation window (e.g., cancel up to 48 hours before departure only) or a minimum trip cost requirement. Always read the fine print in the add-on's terms before purchasing.

The refund redirect that never arrives

Hopper processes your cancellation to the airline but fails to communicate that the refund is now the airline's responsibility. Days pass, your refund doesn't appear, and Hopper's support team responds with a generic message saying "We're waiting for the airline." You're left in limbo. Solution: always request the airline's cancellation reference number from Hopper and use it to track the refund directly with the airline. Don't rely on Hopper to follow up for you.

The app store subscription trap

You subscribe to Hopper Premium through the Apple App Store and later try to cancel through the Hopper app. The cancellation fails because Hopper's app doesn't manage app store subscriptions-only Apple does. You think you've cancelled, but the subscription auto-renews. Solution: check your app store account (not the Hopper app) to confirm how you subscribed. Cancel through that same account.

Your cancellation checklist

Use this checklist to ensure you've completed every step needed to fully cancel your Hopper bookings and subscriptions.

Customer reviews and what real users report about hopper cancellations

Real user experiences reveal where Hopper's cancellation process frequently breaks down. These patterns can help you anticipate problems and protect yourself.

Positive feedback on cancellations

Users who cancel non-complex bookings (standard refundable fares) generally report smooth cancellations within the app, with confirmation emails arriving promptly and refunds processing within 2 weeks. Premium members who actively use carrot cash and member discounts report satisfaction with the subscription value. Users who contact Hopper support proactively and document every interaction praise the support team's responsiveness when provided with clear booking references.

Negative feedback and repeated complaints

The most common complaint is that "cancel any reason" add-ons do not deliver full refunds-users report receiving only 60-80 percent of their fare back, with taxes, fees and the add-on cost not reimbursed. A second major complaint is that Hopper directs customers to contact the airline directly, then the airline claims Hopper never submitted the cancellation request, leaving customers unable to prove who failed. A third complaint is that Hopper Premium auto-renews even after users believe they've cancelled, and support is slow to refund the duplicate charge. Users also report confusion over whether they've cancelled through Hopper or their app store, resulting in accidental double-cancellations or no cancellation at all.

Resolution patterns

Users who escalate to the Commerce Commission or a disputes tribunal often receive full refunds or credits after 4-8 weeks, suggesting that many disputes are resolved in the customer's favour once formal pressure is applied. Users who document every cancellation attempt in writing (email, screenshots, reference numbers) resolve disputes faster than those relying on verbal or in-app support conversations.

Hopper cancellation summary and when to use other options

Cancelling a Hopper booking or subscription is straightforward if you follow the right method for your situation-but Hopper's design makes it easy to make costly mistakes. This is why Stopee recommends a deliberate, documented approach.

Your cancellation decision tree

If you're cancelling a single flight or hotel booking because your travel plans changed, cancel through the Hopper app or website first-this is quickest. If Hopper directs you to contact the airline, do that immediately; don't wait for Hopper support to follow up. If you're cancelling a recurring Hopper Premium subscription because you're not using it, cancel through your account settings right now-every day you delay risks another monthly charge. If you've purchased a "cancel any reason" add-on and want to use it, check the cancellation window (usually 24-48 hours before departure) and confirm the refund cap before you proceed. If Hopper refuses to process a cancellation or refund, write to them via email citing your Consumer Guarantees Act rights and ask for escalation. If they still refuse, file a complaint with the Commerce Commission.

Alternatives to full cancellation

If you're cancelling because you want to re-book a cheaper flight, ask Hopper support whether you can convert your booking into travel credit instead of requesting a cash refund-travel credits are often processed faster. If you're cancelling Hopper Premium because the monthly cost is too high, ask Hopper whether a discounted annual plan or a pause option is available-some services offer a 1-3 month suspension without charges. If you're cancelling an add-on like price freeze, check whether Hopper allows you to apply it to a different booking instead of deleting it entirely.

When to seek help from consumer advocates

Contact a consumer advocate or dispute resolution service if Hopper fails to provide reasonable care under the Consumer Guarantees Act, if you believe you've been misled about refund eligibility, or if Hopper's system errors resulted in duplicate charges or failed cancellations. Stopee has helped thousands of consumers cancel problematic subscriptions and recover disputed refunds through mediation and formal complaints-and we can guide you through the Commerce Commission process if needed.

Hopper's registered contact address and formal complaint procedures

If you need to send a formal cancellation notice or escalate a dispute with Hopper, use the registered postal address for Hopper New Zealand Limited.

Formal correspondence address

Hopper New Zealand Limited
NZBN: 9429050569939
[Registered postal address for formal communications and cancellation notices]

Send any formal letter, cancellation notice or complaint via registered mail to this address. Include your full name, booking reference or account email, a clear description of the issue, and any supporting documents (screenshots, confirmation emails, payment proof). Request a response within 10 working days and keep a copy of everything you send.

Alternative escalation contacts

If Hopper doesn't respond to your formal letter within 10 working days, you can escalate to the Commerce Commission (comcom.govt.nz) or file a dispute through the Disputes Tribunal (disputestribunal.govt.nz). You can also seek mediation through a licensed alternative dispute resolution (ADR) service or make a complaint to your bank if a charge is unauthorised.

Final message about your consumer power

You have legal rights under New Zealand's Consumer Guarantees Act, and Hopper cannot contract out of them. If Hopper promises a service (like "cancel any reason" refunds or Premium member discounts) and fails to deliver, you're entitled to recourse. Document everything, stay persistent, and don't accept a refusal without evidence. Stopee is here to empower you with knowledge and guidance-use this guide to cancel confidently and claim the refund you're owed. Whether you're cancelling a single booking or leaving Hopper entirely, you now have the tools to do it right.