Manage Ezviz

How to cancel your ezviz subscription and cloud storage in south africa

What is ezviz and why you might want to cancel

Ezviz is a smart home security company that sells cameras, doorbells, and cloud recording services across South Africa and beyond. You purchase hardware devices (like indoor and outdoor cameras), and optionally subscribe to cloud storage plans that let you review recordings remotely, receive alerts, and access your footage from anywhere via the Ezviz App.

The challenge? Many customers sign up for cloud subscriptions without realizing they're committing to recurring monthly charges. If you've outgrown the service, switched to a competitor, or simply want to reduce your monthly spend, Stopee has put together this guide to help you cancel cleanly and understand your rights as a South African consumer.

The ezviz ecosystem in south africa

Ezviz operates across three main areas: hardware sales (cameras and doorbells you buy once), cloud subscriptions (recurring monthly or annual charges for cloud storage), and the Ezviz Marketplace (where you can buy and return products). Each has its own cancellation process, and understanding which one applies to you is the first step.

Most South African customers who reach out to Stopee are trying to cancel cloud subscriptions. That's where your recurring charges live, and that's where we focus most of our advice.

Why cancellation matters

Cloud subscriptions are easy to forget about. You activate cloud storage on your camera, the monthly charge starts, and months later you realize you're paying for a service you no longer use. At Stopee, we've helped thousands of South African consumers identify and cancel forgotten subscriptions, recovering hundreds of rands every month. This guide is designed to make sure you don't lose a single rand to accidental renewal.

Ezviz pricing and cloud storage plans in south africa

Understanding what you're paying for is essential before you decide whether cancellation is right for you.

Hardware costs

Ezviz cameras and doorbells are one-time purchases. You own them outright, and they work indefinitely even without a cloud subscription. Here are typical South African retail prices:

Cloud subscription costs

Ezviz does not publicly list verified cloud storage pricing for South Africa on widely accessible sources. Cloud plans typically range from basic (7 to 30 days of rolling cloud history) to premium (365 days of full video history), billed monthly or annually. The exact pricing depends on your region and device type.

Pro tip: Log into your Ezviz App and check the "Cloud Storage" or "Subscribe" section under device settings to see the current ZAR pricing available to you. Stopee recommends reviewing this before you cancel, so you know exactly how much you're saving.

Your consumer rights and south african consumer protection

South Africa's Consumer Protection Act (CPA) 68 of 2008 gives you specific rights when dealing with services like Ezviz cloud subscriptions.

What the CPA says about cancellation

Under the CPA, if you've signed up for a subscription service, you have the right to cancel within 30 days if the contract terms are unclear or unreasonably one-sided. More importantly, if Ezviz has failed to disclose auto-renewal clearly and prominently before you buy, you can cancel and demand a refund even after 30 days.

The CPA also protects you from hidden cancellation fees and unfair contract terms. If Ezviz makes cancellation deliberately difficult or charges you a penalty for canceling early, that may violate the Act.

Refund rights under south african law

If you cancel within 30 days of purchase because the service didn't meet the terms promised, you can request a refund. After 30 days, refunds depend on Ezviz's stated policy and whether you can prove they misrepresented the service. Stopee recommends checking Ezviz's terms and FAQ first; if they refuse a reasonable refund request, escalate to the National Consumer Commission (NCC) as your next step.

Who to contact if ezviz refuses to help

If Ezviz doesn't respond to your cancellation request within 14 days or refuses to process your cancellation, you can lodge a complaint with the National Consumer Commission (NCC) at complaints@thencc.org.za. The NCC is South Africa's official consumer protection authority and has power to investigate, mediate, and order refunds if Ezviz has violated consumer law.

How to cancel your ezviz cloud subscription

Cancelling your cloud subscription stops future charges but keeps your camera hardware fully functional. This is the most common cancellation request we help South African consumers with at Stopee.

Cancelling via the ezviz mobile app

The Ezviz App is the easiest way to cancel your cloud subscription. Follow these steps on your phone or tablet:

1. Open the Ezviz App and log in to your account.
2. Navigate to the camera or device for which you want to cancel cloud storage.
   • Tap the device thumbnail or select it from your list.
   • Look for "Settings" or a gear icon.
3. Find and tap "Cloud Storage" or "CloudDrive" (exact naming varies by app version).
   • You'll see your current subscription status and renewal date.
4. Select "Manage Plans" or "Manage Subscription".
   • This shows all active cloud plans linked to that device.
5. Tap "Cancel" next to the plan you want to end.
   • The app will prompt you to confirm. Read the message carefully; it may explain what happens after cancellation.
6. Confirm your cancellation in the on-screen popup.
   • You may be offered a discount or pause option to keep you subscribed. Ignore these unless you actually want to continue.
7. Wait for an on-screen confirmation message. Screenshot this for your records.
   • You should also receive a cancellation email to your registered address within 24 hours.

Warning: Do not delete the Ezviz App after cancelling. Your cancellation is stored in your account, not on the app itself. Deleting the app will not cancel your subscription.

Cancelling via email if the app doesn't work

If you can't find the cancellation option in your app, or if the app cancellation fails, contact Ezviz's regional support directly by email. This is especially important if your cloud subscription isn't visible in the app.

1. Compose an email to support.af@ezviz.com (Ezviz's Africa support address).
   • Subject line: "Cloud subscription cancellation request"
2. In the body, include:
   • Your registered Ezviz account email address.
   • The device serial number or name (e.g., "Living Room Camera C3TN").
   • Your current subscription plan (e.g., "7-day cloud storage" or "30-day rolling history").
   • A clear statement: "I wish to cancel my cloud subscription effective immediately."
3. Sign with your full name and phone number.
   • Ezviz may contact you to confirm your identity.
4. Send the email and keep a copy for your records.
   • Ezviz typically responds within 3 to 5 working days in South Africa.
5. Watch for a confirmation email from Ezviz confirming your cancellation date.
   • If you don't hear back within a week, send a follow-up email.

Pro tip: Always email from the same address you used to register your Ezviz account. Ezviz uses this to verify your identity and find your subscription record quickly.

Cancelling marketplace orders and returns

If you ordered a camera or accessory from Ezviz's online store and want to cancel before it ships, you can often do so directly. For returns of unused items, Ezviz Marketplace typically allows returns within 30 days (terms may vary).

1. Log in to your Ezviz account on the official website.
   • Go to "My Account" or "My Orders".
2. Find the order you want to cancel.
   • If the status shows "Processing" or "Pending shipment," a "Cancel" button should appear.
3. Click "Cancel Order" and confirm.
   • You'll see a cancellation confirmation immediately.
4. For orders already shipped, click "Return and Refund" instead.
   • Start a return claim for unused items within the 30-day window.
   • Follow Ezviz's return shipping instructions and tracking process.
5. If the cancel button doesn't appear (order already shipped), email support.af@ezviz.com with your order number and request to return it for a refund.
   • Include photos if the item is damaged or unopened.

What happens after you cancel

Cancelling your cloud subscription doesn't break your camera; it just stops the monthly charge and removes certain features. Understanding what to expect makes the transition smoother.

Your camera keeps working

Your Ezviz camera, doorbell, or other hardware continues to function exactly as before. You can still view live video, receive motion alerts on your phone, and use two-way talk features. The only thing that stops is cloud-based features.

What you lose after cancellation

Once your paid subscription period ends, you lose access to cloud-stored video history. You can no longer rewind through days or weeks of recorded footage on Ezviz's servers. However, any video stored locally on a microSD card in your camera remains yours to keep and review.

If your camera has a microSD card slot (most Ezviz cameras do), recordings are saved to the card continuously. You own this local storage, and Ezviz cannot delete it. After you cancel cloud storage, your camera will fill the microSD card, and older recordings will be overwritten as space runs out (typically after 1 to 7 days depending on card size and video quality).

Auto-renewal stops

Cancelling your subscription stops all future charges. Eyviz will not auto-renew on your next billing date. However, Stopee recommends confirming this in your app or via email from Ezviz within 48 hours of cancellation. A few customers have reported that the app didn't properly register the cancellation; a quick email check ensures you're protected.

Your account stays active

Cancelling cloud storage does not delete your Ezviz account or your camera registration. You can log in anytime, re-enable cloud storage if you change your mind, or manage other devices. Your account history, device settings, and preferences remain intact.

Will you get a refund?

Ezviz's published policy states that cloud subscriptions are non-refundable once active. However, South African consumer law offers some exceptions, and understanding them could save you money.

Ezviz's stated refund policy

According to Ezviz's terms, cloud subscription fees are not refunded or prorated for the unused portion of the month or year. If you pay for 30 days and cancel on day 15, Ezviz's policy says you've forfeited the remaining 15 days' fees.

Warning: This policy is stricter than many South African consumer laws allow. Just because Ezviz states no refunds doesn't mean you have no rights.

When you can claim a refund under south african law

You have a legal right to a refund if:

• You cancelled within 30 days of purchase and the service terms were unclear or deceptive.
• Ezviz failed to clearly disclose that the subscription auto-renews before charging you.
• The service was misrepresented (e.g., you were promised "7-day cloud history" but only got 3 days).
• Ezviz never activated the service or failed to provide it for technical reasons beyond your control.

If any of these apply, you can request a prorated refund (the unused portion of your subscription fee). Start with a polite email to support.af@ezviz.com citing the specific issue. If Ezviz refuses, escalate to the National Consumer Commission.

How to request a refund

1. Email support.af@ezviz.com with "Refund request" in the subject line.
2. Explain which of the above conditions applies to your situation.
   • For example: "I was not clearly informed that this subscription auto-renews monthly. Under the Consumer Protection Act, I request a refund of the unused portion of my last billing cycle."
3. Include:
   • Your account email and device serial number.
   • The date you paid and the amount (in ZAR).
   • Screenshots of your app showing the subscription or any confusing terms.
4. Wait 10 working days for a response.
5. If Ezviz denies your refund request in writing, file a complaint with the National Consumer Commission at complaints@thencc.org.za.
   • Attach Ezviz's refusal email and your evidence.
   • The NCC investigates free of charge and can order Ezviz to refund you.

Common mistakes people make when cancelling ezviz

Cancellation is simple, but we've seen customers stumble in ways that delay the process or leave them unprotected. Here are the pitfalls Stopee has flagged over our years helping South African consumers.

Mistake 1: assuming you cancelled when you didn't

The most common error is clicking "Cancel" in the app, seeing a confirmation popup, and assuming the job is done. In reality, Ezviz's app sometimes shows that confirmation but fails to process the cancellation on Ezviz's servers. You continue to be charged.

How to avoid it: After cancelling in the app, take a screenshot of the confirmation. Then check your email for a cancellation confirmation from Ezviz within 24 hours. If you don't receive one, send an email to support.af@ezviz.com asking for written confirmation that your subscription has been cancelled.

Mistake 2: cancelling only in the app, forgetting about email confirmation

The app shows your cancellation, but your next billing date arrives and you're charged again. You assumed the app cancellation synced with Ezviz's billing system, but it didn't.

How to avoid it: Always wait for an email confirmation. Stopee recommends setting a phone reminder for 24 hours after app cancellation to check your email. If no confirmation arrives, contact support.af@ezviz.com immediately.

Mistake 3: deleting the ezviz app thinking it cancels

Deleting the app does not cancel your subscription. Your account and subscription remain active on Ezviz's servers. You'll still be billed, you just won't see the charges because you no longer have the app.

How to avoid it: Cancel first via the app or email, wait for confirmation, then delete the app if you wish. Stopee recommends keeping the app installed for at least a month after cancellation so you can verify the cancellation and check that no new charges appear.

Mistake 4: not saving proof of cancellation

Six months later, you're charged again and have no proof you cancelled. Ezviz's support team says they have no record, and it's your word against theirs.

How to avoid it: Screenshot the cancellation confirmation from the app. Save any cancellation emails from Ezviz. If you cancelled by email, keep that email in a folder or forward it to yourself with a clear subject like "EZVIZ CANCELLATION PROOF - 2024".

Mistake 5: not providing the device serial number when emailing support

You email support.af@ezviz.com asking to cancel, but don't mention which camera or device you're referring to. Ezviz has multiple records for your account, and support can't figure out which subscription to cancel.

How to avoid it: Always include the device name or serial number when emailing support. You'll find the serial number on the back of your camera or in the Ezviz App under Device Settings.

Checklist: steps before and after cancelling ezviz

Use this checklist to stay organized and protect yourself throughout the cancellation process.

Contacting ezviz support in south africa

If you need to reach Ezviz to cancel, request a refund, or resolve a technical issue, here's how to get in touch.

Email support (primary method for cancellation)

Send cancellation requests and refund inquiries to:

support.af@ezviz.com

Ezviz typically responds within 3 to 5 working days. Be clear and include all required information (account email, device serial number, subscription details). Stopee recommends email over phone support because you have written proof of your request and Ezviz's response.

Alternative support channels

If you don't receive a response within 7 working days, or if support denies your cancellation request, escalate to the National Consumer Commission (South Africa's official consumer protection authority):

Complaints email: complaints@thencc.org.za

Mailing address: National Consumer Commission, First Floor, Parkside, 644 Main Street, Pretoria, 0001, South Africa

Include all communication you've had with Ezviz, proof of your subscription, and evidence of why you believe Ezviz has violated consumer law. The NCC investigates free of charge.

Comparison: cloud storage vs. local recording options

Before you cancel cloud storage, consider whether local recording (microSD card) alone meets your needs.

If you only review footage at home occasionally, a microSD card might be enough. If you travel, need 24/7 remote access, or want protection against theft, cloud storage is worth keeping. Stopee's advice: try local storage alone for 30 days and see if you miss the cloud features. If you do, you can resubscribe anytime.

Why stopee helps you cancel safely and reclaim your money

Ezviz makes cancellation possible, but not always obvious. Hidden menus, vague confirmation messages, and auto-renewal traps can cost you hundreds of rands over time. Stopee exists to cut through the confusion and empower South African consumers to cancel on their own terms.

We've helped thousands of customers in South Africa identify forgotten subscriptions, fight unfair refund denials, and reclaim money they didn't know they were losing. Whether you're cancelling cloud storage permanently or just pausing to save money, Stopee's step-by-step guides and checklists ensure you don't fall into Ezviz's common cancellation traps.

Our team stays current with South African consumer protection law and knows exactly how to escalate disputes to the National Consumer Commission if Ezviz refuses to cooperate. Your rights matter, and Stopee has helped thousands of South African consumers assert them.

Ready to cancel? Use the steps in this guide, save your proof, and reach out to support.af@ezviz.com with confidence. If you hit any roadblocks, Stopee's resources are here to back you up. You've earned the right to cancel, and we're here to make sure you do it right.