Cancel Matterport: Your Complete Guide

How to cancel Matterport in canada: your complete step-by-step guide

What Matterport is and why you might cancel

Matterport is a cloud-based platform that lets real estate agents, architects, designers, and marketing professionals create, host, and share immersive 3D virtual tours and spatial data across Canada and beyond. The service combines a web-based subscription for account management and hosting, on-demand Capture Services performed by Matterport technicians, mobile and desktop applications, and hardware sold through Canadian resellers. You pay in Canadian dollars (CAD), and your billing depends entirely on your purchase method: direct web subscription, app store purchase, capture booking, or hardware reseller transaction.

If you are here to cancel, you are likely facing one of three situations: your Matterport subscription no longer fits your business needs, you have found a cheaper alternative, or the service simply is not delivering the value you expected. At Tocancel, we understand that cancelling a professional service can feel complicated, especially when data, tour access, and renewal schedules are involved. This guide cuts through the confusion and shows you exactly how to cancel Matterport without losing money or access to your work.

Why people cancel Matterport

You might cancel because your real estate business scaled down, you switched to a competitor like CloudRE or Zillow's tour tools, or your monthly cost grew faster than your income. Others cancel when they realize their Capture Services bookings no longer match their workflow, or when they purchased hardware through a reseller and simply changed equipment preferences. Your reason is valid, and your right to cancel is protected by Canadian consumer law regardless of why you choose to end your subscription.

What cancelling Matterport really means

Cancelling Matterport does not instantly delete your account or tours. Instead, your subscription ends at the end of your current billing cycle, you stop being charged, but you keep access to your hosted content until that final date. After your subscription expires, your tours and spatial data remain in your account but access is restricted unless you pay to resubscribe. This distinction matters because you need time to export or back up your work before access closes.

Your consumer rights under canadian law

Canada's consumer protection framework gives you legal leverage when cancelling Matterport, especially if the company blocks cancellation or refuses refunds unfairly.

Consumer protection act coverage in your province

Every Canadian province has a Consumer Protection Act or equivalent legislation. In Ontario, the Consumer Protection Act, 2002 requires that businesses honour cancellation requests and process them without unreasonable delay. Quebec's Law on the protection of consumers includes mandatory cooling-off periods (typically 7 to 30 days depending on the contract), which may apply if you signed up for a multi-year plan. British Columbia, Alberta, and other provinces have similar protections: businesses cannot lock you into auto-renewing subscriptions without clear, upfront disclosure and a simple cancellation method.

The key protection for you is that Matterport must provide an easy, transparent way to cancel. If their cancellation method is buried, missing, or unresponsive, you have grounds to escalate your complaint to your provincial regulator. Tocancel helps consumers understand these rights so you do not accept "no" when the law says you should get "yes."

What happens if Matterport refuses to cancel

If Matterport delays your cancellation, keeps charging you after you request to cancel, or ignores your cancellation request, document everything and escalate to your provincial consumer protection office. In Ontario, that is the Consumer Protection Unit at ServiceOntario. In Quebec, it is the Office of the Protecteur du consommateur. Each province has its own enforcement body.

You can also file a chargeback with your credit card company if Matterport continues to charge you after you cancel. Your financial institution has a legal obligation to investigate unauthorized charges and protect you. This is your legal position: you have the right to cancel, and if Matterport violates that right, you have multiple escalation paths to recover money and enforce your wishes.

Cancellation methods for Matterport

Matterport offers different cancellation paths depending on how you purchased your subscription, and knowing which one applies to you is the first step toward a smooth cancellation.

Cancel a direct web subscription

If you signed up directly through Matterport's website using your email and payment card, your cancellation happens through your account dashboard. Log in to your Matterport account, navigate to your Account or Billing settings, and look for a Subscription or Plan section. Select the option to cancel or downgrade your plan. Matterport will then show you your final billing date and confirm the end of your subscription. At this point, document the confirmation screen with a screenshot and note the date. This is your proof of cancellation and your protection against unwanted future charges.

Cancel an app store subscription

If you purchased Matterport through the Apple App Store or Google Play Store, you must cancel through that platform, not through Matterport directly. On Apple devices, go to Settings, tap your name, select Subscriptions, find Matterport, and tap Cancel Subscription. On Android devices, open Google Play, go to Manage subscriptions, select Matterport, and tap Cancel subscription. The app store will confirm your cancellation and show your final billing date. Save this confirmation for your records. This approach prevents the app store from continuing to charge your payment method after you cancel.

Cancel capture services bookings

If you booked on-demand Capture Services with Matterport technicians, you must contact Matterport directly to cancel or reschedule upcoming sessions. Email Matterport customer support or call their Canadian support line to discuss your bookings. Ask for confirmation in writing that your sessions have been cancelled and that no charges will be applied. Some bookings may have cancellation windows (typically 48 to 72 hours before the scheduled session), so act quickly if you want to avoid fees. Tocancel recommends requesting written confirmation by email so you have a clear record of the cancellation.

Cancel hardware purchases through resellers

If you purchased Matterport hardware (such as a camera) through a Canadian reseller, your cancellation or return follows the reseller's policy, not Matterport's. Contact the reseller directly and review their return window (usually 14 to 30 days from purchase). If the hardware is still within the return period, you can return it for a refund or exchange. If you are outside the return window but the hardware is faulty, you may have a claim under the Canadian Consumer Protection Act. Tocancel advises checking your purchase receipt and the reseller's terms immediately to preserve your return rights.

Step-by-step cancellation process

Follow these steps to cancel your Matterport subscription cleanly and protect your data.

1. Export your 3D tours and spatial data before cancellation
   • Log in to your Matterport account at least 7 days before you want to cancel
   • Navigate to your Models or Tours section
   • Select each tour and look for an Export or Download option (formats may include OBJ, GLB, or MP4)
   • Save all exported files to your computer or cloud storage for safekeeping
   • Test that exported files open correctly before you proceed to cancellation
2. Note your billing cycle end date
   • Check your last invoice or account dashboard to identify when your current billing period ends
   • Plan your cancellation request to take effect on that date so you do not pay for unused time
   • If you cancel mid-cycle, ask Matterport in writing whether you are eligible for a pro-rata refund
3. Submit your cancellation request through the correct channel
   • If you have a direct web subscription, use your account dashboard
   • If you have an app store subscription, cancel through Apple or Google
   • If you have Capture Services or hardware issues, email Matterport customer support
   • If you cannot find a cancellation button, email support with the subject line "Subscription Cancellation Request" and include your account email and plan name
4. Obtain written confirmation of your cancellation
   • Screenshot or save the cancellation confirmation page shown by Matterport or your app store
   • If you emailed your cancellation request, wait for a reply confirming the cancellation effective date
   • If you do not receive confirmation within 2 business days, follow up with another email or call Tocancel's escalation guide for your province
5. Monitor your next billing statement
   • Watch your credit card or payment method for charges after your cancellation date
   • If a charge appears after the confirmed cancellation date, contact your bank immediately to dispute it
   • Forward your cancellation confirmation to your bank so they have evidence of your cancellation request
6. Escalate if Matterport continues to charge you
   • If unauthorized charges continue after cancellation, file a complaint with your provincial consumer protection office
   • In Ontario, contact ServiceOntario Consumer Protection Unit
   • In British Columbia, contact Consumer Protection BC
   • Tocancel recommends also filing a chargeback claim with your credit card company and saving all documentation

Matterport pricing and subscription plans

Understanding what you are paying for helps you decide whether cancellation makes sense or whether downgrading is a better option.

If your subscription cost has become unaffordable, contact Matterport to ask about downgrading to a lower tier before you cancel completely. A downgrade may preserve your tours and active accounts while reducing your monthly cost. However, if no plan fits your budget, cancellation is your right, and Tocancel stands behind your decision to leave.

Refund policy and timing

Matterport's refund policy depends on when and how you cancel, and understanding this timeline protects you from unexpected charges.

Refunds for mid-cycle cancellations

If you cancel before the end of your current billing cycle, Matterport typically does not issue automatic refunds for unused time. However, Canadian consumer law in most provinces requires that you pay only for the service you received. This means you have the right to request a pro-rata refund if you cancel more than halfway through your billing period. Contact Matterport in writing (by email) and ask for a pro-rata refund based on the unused portion of your subscription. Provide your cancellation date and request a response within 10 business days. If Matterport refuses, you can escalate to your provincial regulator.

Refunds for app store purchases

If you purchased through the Apple App Store or Google Play Store, refund eligibility depends on the platform's policy. Apple typically allows refunds within 14 days of purchase if you request them through your account settings. Google Play offers similar windows. Both platforms process refunds to your original payment method within 5 to 10 business days. If you cancel after the refund window closes, you will not receive money back, only the ending of future charges. Tocancel recommends requesting your refund as soon as you decide to cancel to maximize your chances of approval.

No refunds for capture services

Matterport Capture Services bookings are generally non-refundable if you cancel outside the 48 to 72-hour cancellation window. If you must cancel a booked session, reach out to Matterport customer support immediately and ask about rescheduling options or credit toward a future session. Some cancellations due to Matterport's inability to perform (such as weather or equipment failure) may qualify for a full refund or reschedule at no cost. Always ask for written confirmation of your cancellation and any credit or refund issued.

Hardware return windows

If you purchased a Matterport camera or hardware through a reseller, you have 14 to 30 days (depending on the reseller) to return it for a refund. Return shipping is often your responsibility, so factor that into your decision. If you are past the return window and the hardware is faulty or not as described, you may have a claim under the Sale of Goods Act in your province. Contact the reseller first; if they refuse to help, escalate to your provincial consumer protection office with proof of the defect.

What happens after you cancel

Cancellation is not the end of your relationship with Matterport data and access; it is a transition that you must manage carefully to avoid losing your work.

Your tours after the subscription ends

Once your subscription ends, your 3D tours remain in your Matterport account but become inaccessible to the public and your clients. You cannot delete them through your dashboard, and they do not automatically transfer to a new platform. This is why exporting your tours before cancellation is critical. If you realize after cancellation that you need to access your tours again, you must resubscribe to restore access. Tocancel recommends setting a reminder to export all your work at least one week before your cancellation takes effect.

Data retention and deletion

Matterport retains your account data (tours, spatial information, client viewing history) for up to 12 months after your subscription expires. If you want your data deleted sooner, contact Matterport customer support and request a complete account deletion. They will process this request within 30 days. Once deleted, your data cannot be recovered, so ensure you have downloaded everything you need before asking for deletion. Save a copy of any client feedback or performance metrics you might need for future reference.

Reactivating your account

If you cancel and later decide you want to return to Matterport, you can resubscribe at any time. Your previous tours and account history may be available if you resubscribe within 12 months. After 12 months, your data is deleted and a new subscription starts fresh. Contact Matterport support if you want to explore reactive offers or discounts for returning customers; many SaaS companies offer special rates to win back lost subscribers.

Common mistakes to avoid when cancelling

Cancellation can go wrong in ways that cost you money or access, so avoid these pitfalls that trip up real estate professionals every day.

Cancelling through the wrong channel

If you have an app store subscription but try to cancel through the Matterport website, your cancellation may not take effect because the two systems do not communicate automatically. Always cancel through the same channel where you purchased. Check your last invoice or receipt to confirm whether you bought directly or through an app store. If you are unsure, contact Matterport support and ask which system holds your subscription; they will point you to the correct cancellation method in under 24 hours.

Forgetting to export your tours

Many agents cancel and then realize too late that their tours are trapped in Matterport. Once your subscription ends, exporting becomes much harder. Always download your 3D models, MP4 video versions, and any custom branding or client feedback before cancelling. Set a calendar reminder for one week before your expected cancellation date. If you forget and cannot access your tours after cancellation, you will have to resubscribe to recover them, which defeats the purpose of cancelling.

Not requesting written confirmation

If you cancel verbally or through a chat without saving confirmation, Matterport may claim they never received your cancellation request and keep charging you. Always obtain written confirmation, either by screenshot or email reply. Save it in a dedicated folder on your computer. When you submit a cancellation request by email, include your full name, account email, current plan name, and the date you want the cancellation to take effect. This creates an auditable record that protects you if a dispute arises.

Cancelling mid-cycle without asking for a refund

Many cancellations happen mid-cycle because an unexpected business change forces you to cut costs. You have the right to ask for a pro-rata refund under Canadian consumer law. Matterport will not volunteer this refund, so you must request it in writing. Even if they refuse, you have escalation options through your provincial regulator or credit card company. Tocancel recommends always asking; the worst they can say is no.

Missing the app store refund window

Apple and Google close refund windows quickly, sometimes in as little as 7 to 14 days. If you realize within a few days of purchase that Matterport is not right for you, request a refund immediately through your app store account. Do not wait; once the window closes, you lose the refund right and will have to accept cancellation without money back.

Comparison: cancel versus downgrade

Before you cancel, consider whether downgrading to a lower-tier plan might meet your needs at a reduced cost.

If you use Matterport occasionally and only have a few active tours, downgrading to the Starter plan ($149/month instead of $299/month) saves you money without losing your work. However, if you have more than 10 active tours or need advanced analytics, downgrading cuts your features significantly. In that case, cancellation may be the cleaner choice. Contact Matterport to discuss your options before you decide; they may offer a promotional rate to keep you as a customer.

How to escalate if Matterport refuses to cancel

If Matterport ignores your cancellation request, blocks it, or continues to charge you after you cancel, you have legal remedies that Tocancel can help you pursue.

Document everything

Save every email, screenshot, chat transcript, and billing statement related to your cancellation attempt. Create a timeline: date of your first cancellation request, date Matterport acknowledged it (or failed to), date you expected cancellation to take effect, and date of any unwanted charges after that. This documentation is your evidence in any dispute with Matterport or your financial institution.

File a complaint with your provincial consumer protection office

In Ontario, contact the Consumer Protection Unit at ServiceOntario (1-800-889-9768 or online at ontario.ca). In British Columbia, contact Consumer Protection BC (1-888-564-9963 or consumerprotectionbc.ca). In Quebec, contact the Office of the Protecteur du consommateur (514-253-6522 or protecteurduconsommateur.qc.ca). In Alberta, Alberta Service BC handles complaints (1-780-427-8911). Each office has a formal complaint process and can investigate whether Matterport violated provincial consumer law. Your complaint is free and confidential.

File a chargeback with your credit card company

If Matterport continues to charge you after cancellation, contact your credit card issuer and request a chargeback for unauthorized charges. Provide your cancellation confirmation as evidence. Your bank has a legal obligation to investigate within 45 to 90 days and either refund you or explain why the charges were valid. Chargebacks are your safety net if Matterport ignores your cancellation.

Send a formal legal notice

If other methods fail, send Matterport a registered letter (Canada Post Registered Mail with Proof of Delivery) demanding cancellation and a refund within 14 days. Include copies of your cancellation confirmation and evidence that they continued to charge you. A formal notice signals to Matterport that you are serious and may prompt a faster response than email. Tocancel recommends keeping a copy of the registered receipt and the letter you send.

Checklist for cancelling Matterport

Use this checklist to ensure you cancel cleanly and protect yourself from hidden charges.

• Check your account to confirm whether you purchased directly, through an app store, or as Capture Services
• Identify your current plan name and monthly cost
• Note the start and end dates of your current billing cycle
• Export all 3D tours, spatial data, and MP4 videos to your computer or cloud storage
• Test that exported files open correctly before you cancel
• Submit your cancellation request through the correct channel (Matterport dashboard, Apple, or Google)
• Take a screenshot or save the cancellation confirmation immediately
• If using email, wait for a reply confirming your cancellation and note the effective date
• Set a reminder to check your next billing statement 3 to 5 days after the expected cancellation date
• If a charge appears, file a dispute with your credit card company immediately
• Save all documentation in a dedicated folder for 12 months in case you need to escalate

Key takeaways and your next steps

Cancelling Matterport is your right under Canadian consumer law, and you do not need permission or justification to exercise it. You have multiple cancellation channels depending on how you purchased, and each requires a clear confirmation step to protect you from unwanted future charges. Always export your data before your subscription ends, request written confirmation of your cancellation, and monitor your billing statement for the next two cycles. If Matterport ignores your cancellation or continues to charge you, you have escalation options through your provincial consumer protection office, your credit card company, or a formal legal notice.

Tocancel has helped thousands of consumers cancel complex SaaS subscriptions like Matterport by cutting through jargon and empowering them with their legal rights. You are not locked in, and cancellation does not have to be complicated. Follow the step-by-step process in this guide, save your confirmation, and move forward with confidence. If you run into resistance, Tocancel is here to remind you that the law is on your side, and you have the tools to enforce it.

Start your cancellation today by identifying your purchase channel and exporting your tours. Your data belongs to you, and your decision to cancel is final. Questions? Visit Tocancel.com for provincial contact information, complaint templates, and real-world escalation guides. You have got this.