Cancel Matterport: The Right Way

How to cancel Matterport and protect your digital investment in india

Understanding Matterport and why cancellation matters

Matterport is a cloud-based platform that creates immersive 3D digital twins and virtual tours used by real estate professionals, architects and construction teams across India. You subscribe to access the platform's web interface, mobile apps, or hire Matterport's capture services to scan and host your properties digitally. Your subscription fees are billed in INR directly to your account at my.matterport.com, regardless of whether you work with local service partners.

If you've decided Matterport no longer fits your business needs, exploring alternatives, or simply want to stop recurring charges, cancellation is your right as a consumer. At Tocancel, we help you navigate subscription exits cleanly so you understand your entitlements, retain your data, and avoid surprise billing. This guide walks you through your options, your consumer protections under Indian law, and the exact steps to cancel without delay.

When cancellation makes sense for your business

You might cancel if you've downscaled your real estate portfolio, switched to a competitor's 3D scanning service, found the monthly fees unsustainable, or simply finished a project and no longer need the platform. Perhaps you signed up for a monthly trial and now want to halt recurring charges before the next billing cycle. Whatever your reason, you have the right to exit your subscription cleanly. Tocancel empowers you to cancel with confidence and clarity.

How matterport's india operations work

Matterport's Indian operations are supported by partner networks including Active360 Technologies, which handles local support and on-demand scanning packages. However, your platform subscription and billing are managed directly through Matterport's global cloud system. This means cancellation requests go to Matterport's central team, not to local partners. When you cancel, you must do so via your account at my.matterport.com or through the app store where you subscribed.

Matterport pricing plans and your subscription options in india

Your plan type determines how you cancel and whether you're entitled to a refund.

Most subscribers in India use the web platform subscription, billed monthly. If you're unsure which plan you're on, sign in to my.matterport.com and navigate to Account Settings > Billing to see your current subscription type and next billing date. This information is critical before you cancel because it determines your refund eligibility and the cancellation method you'll use.

Your consumer rights and legal protections in india

Before you cancel, understand your legal standing as a Matterport subscriber in India and what protections apply to you.

Consumer protection act 2019 and your refund rights

Under India's Consumer Protection Act 2019, you have the right to cancel a service and claim a pro-rata refund for unused services if the company fails to deliver the promised service quality or breaches the terms of your agreement. While Matterport's standard terms may state "no refunds for unused portions," this clause can be challenged if Matterport has not provided the service adequately during your billing period-for example, if you experienced significant downtime, data loss, or quality failures that prevented you from using the platform.

Your legal position: If Matterport's service performance has fallen below what was promised, you may have grounds to dispute a "no refund" clause and claim compensation under the Consumer Protection Act 2019. This applies across all subscription types in India.

Data protection and the digital personal data protection act 2023

When you cancel Matterport, you lose access to your digital twins, virtual tours, and associated metadata stored on Matterport's servers. Under India's Digital Personal Data Protection Act 2023, Matterport must provide you with a data export or deletion confirmation upon your request. Before you cancel, log into my.matterport.com and download or export any digital twins, floorplans, or tour links you need to preserve. Matterport may delete your data after a grace period (typically 30 days), so act promptly if you need your files.

Key takeaway: Export your data and digital twins before you cancel to ensure you don't lose your work permanently.

How to cancel Matterport on each platform

The cancellation process depends on where you subscribed and how you're billed.

Cancel your Matterport web platform subscription

If you subscribed directly through my.matterport.com and your billing is tied to that account, use this method to cancel immediately.

1. Sign in to my.matterport.com with your email and password
2. Click on your profile icon (top right) and select Account Settings
3. Navigate to Billing > Subscriptions or Plans
4. Locate your active subscription and click Cancel Subscription
5. Matterport will ask you why you're cancelling; select your reason (optional but helpful for your records)
6. Confirm the cancellation by clicking the final Cancel button
7. You will receive a confirmation email from Matterport within 5 to 10 minutes
8. Your access will end on the last day of your current billing cycle; you will not be charged again

If you cannot find the Subscriptions section, contact Matterport support at [email protected] with your account email and request cancellation. Save the support ticket number for your records. Tocancel recommends keeping the cancellation confirmation email and ticket number for at least 12 months in case you need proof of cancellation.

Cancel your apple app store subscription

If you subscribed to Matterport through the Apple App Store on your iPhone or iPad, cancel directly in App Store settings.

1. Open the Apple App Store app on your iPhone or iPad
2. Tap the profile icon (bottom right)
3. Select Subscriptions
4. Tap Matterport
5. Tap Cancel Subscription
6. Follow Apple's prompts to confirm the cancellation
7. You will receive a confirmation from Apple; your access ends at the end of your current billing period

Cancel your google play subscription

If you subscribed to Matterport through Google Play on your Android device, cancel through your Google Play account.

1. Open the Google Play Store app on your Android device
2. Tap the profile icon (top right)
3. Select Manage subscriptions
4. Tap Matterport
5. Tap Cancel subscription
6. Select your reason for cancellation and confirm
7. Google will send a confirmation email; your access ends at the end of the current billing cycle

Cancel Matterport capture services (on-demand scanning)

If you booked a professional scanning appointment with Matterport's Capture Services team, you can cancel within 24 hours of the scheduled scan date without charge.

1. Log into my.matterport.com and navigate to Bookings or Jobs
2. Find your scheduled capture appointment
3. Click Cancel Appointment
4. Confirm the cancellation; your booking fee will be refunded to your original payment method within 5 to 7 business days
5. If your appointment is within 24 hours and you need to cancel, call Matterport support immediately at [email protected] or use the live chat on their website

Cancellations made more than 24 hours before your appointment are free. Cancellations made within 24 hours may incur a no-show fee depending on Matterport's policy at the time of booking.

Cancel Matterport hardware purchases

If you purchased a Matterport Pro2 camera or other hardware, you have a 30-day return window from the date of purchase for a full refund, no questions asked.

1. Contact Matterport support at [email protected] with your order number and proof of purchase
2. Request a return authorization (RMA) and prepaid shipping label
3. Pack the hardware in its original packaging if possible and ship it back using the provided label
4. Once Matterport receives and inspects the equipment, a full refund will be issued to your original payment method within 7 to 10 business days

If you're outside the 30-day window, contact Matterport support to discuss your options; some one-time exceptions are granted on a case-by-case basis.

Timeline for cancellation and when you lose access

Understanding the cancellation timeline helps you plan your transition away from Matterport.

Web platform subscriptions (monthly billing): When you cancel, your access ends at the end of your current billing cycle. For example, if you cancel on the 15th of a month and your billing date is the 1st, you retain access until the end of that month. You will not be charged for the next cycle.

Web platform subscriptions (annual billing): When you cancel an annual plan, access ends at the end of the 12-month period unless Matterport offers a pro-rata refund (see Refund eligibility below). Contact [email protected] to confirm whether you qualify for a partial refund of unused months.

App Store and Google Play subscriptions: Access ends at the end of your current billing period. The app may still be installed on your device but features requiring an active subscription will be locked.

Data retention: After your cancellation takes effect, Matterport typically retains your account data for 30 days. During this window, you can request a data export or restore your account by reactivating your subscription. After 30 days, your digital twins and associated files may be permanently deleted.

Key takeaway: Export all your critical data immediately after you cancel to avoid permanent loss.

Refund eligibility and how to claim a refund

Whether you receive a refund depends on your plan type, billing cycle, and the reason for cancellation.

When you are entitled to a refund

You are entitled to a refund in the following circumstances:

• You purchased hardware (Matterport Pro2 camera) within the last 30 days and return it unused
• You cancel an annual subscription and have used the service for less than 50% of the billing period; you may qualify for a pro-rata refund of unused months
• Matterport failed to deliver the promised service quality during your billing period (downtime, data loss, or feature unavailability); you can claim a pro-rata refund under the Consumer Protection Act 2019
• You were charged twice due to a billing error; Matterport must refund the duplicate charge within 7 business days

When Matterport will not refund

Matterport's standard policy does not provide refunds for unused portions of monthly subscriptions if you cancel mid-cycle. Once you've been billed, that month of access is considered "used" whether you log in or not. Similarly, third-party app store subscriptions (Apple and Google) follow each store's refund policy, which typically allows refunds only within 14 days of purchase or if you did not use the subscription.

How to request a refund

If you believe you qualify for a refund based on service failure or billing error, follow these steps:

1. Contact Matterport support at [email protected] with your account email and order/subscription number
2. Describe the reason for your refund request in detail; include dates and evidence (screenshots of downtime, error messages, or billing statements)
3. If Matterport denies your refund, reference the Consumer Protection Act 2019 and explain why the service did not meet the promised standard
4. Escalate the complaint to the National Consumer Helpline (1800-11-4000) or your state's Consumer Redressal Commission if Matterport does not respond within 30 days
5. Keep all email correspondence, support tickets, and billing records as evidence

Tocancel has helped thousands of consumers navigate refund disputes by documenting service failures and citing consumer protection law. Your documented evidence is your strongest lever in securing a refund.

Common mistakes to avoid when cancelling

Cancelling a subscription should be straightforward, but many users make errors that delay the process or jeopardize their refund claims. We understand the frustration of confusing cancellation paths and unclear billing practices.

Not exporting your data before cancellation

Once you cancel, your digital twins and virtual tours become inaccessible after a grace period. Download or export all critical 3D models, floorplans, and tour links before you click the cancel button. Matterport makes data export available in Account Settings > Data Export, but this option may become unavailable after your account is fully closed.

Cancelling through the wrong platform

If you subscribed through the Apple App Store, cancelling your web platform subscription will not stop App Store billing, and vice versa. Check your billing statements to see where you're being charged, then cancel through that specific platform. If you're unclear, contact [email protected] and ask them to identify all active subscriptions linked to your account email.

Assuming cancellation takes effect immediately

Most subscriptions continue until the end of the current billing cycle after you cancel. If you cancel on day 10 of a 30-day billing month, you still have access for the remaining 20 days. Plan your cancellation timing around your business needs and the renewal date shown in your account.

Not requesting a pro-rata refund for annual plans

If you're on an annual plan and need to exit early, contact Matterport support proactively to negotiate a partial refund. Many companies will not volunteer this information, so you must ask. Provide a clear reason (business change, service inadequacy, or financial hardship) and request a pro-rata calculation based on unused months.

Ignoring service quality failures

If Matterport's service has been unreliable, slow, or unavailable during your billing period, document these incidents with dates and screenshots before you cancel. These records become critical evidence if you later file a complaint with the Consumer Redressal Commission. Do not assume service failures are "normal"-they give you grounds for a refund claim under the Consumer Protection Act 2019.

What to do after you cancel Matterport

Cancellation is not the end of your journey; several important steps follow to protect your interests and plan your next move.

Monitor your billing for unwanted charges

After cancellation, watch your bank or credit card statements for the next two billing cycles to confirm that Matterport has not charged you again. If a charge appears after your cancellation date, contact your bank immediately and file a dispute. Also email [email protected] with your cancellation confirmation to notify them of the erroneous charge and request a reversal within 7 days.

Request a cancellation confirmation email

If Matterport did not send you a formal cancellation confirmation, log back into your account and take a screenshot showing "Subscription: Cancelled" or "No active subscription." Email this screenshot to [email protected] and ask them to confirm your cancellation in writing. Store this confirmation in a safe place for at least 12 months.

Evaluate alternatives to Matterport

If you cancelled because of cost, features, or performance, research alternatives like Zillow 3D Home, Cupix, or Ricoh Theta Z1. Read user reviews on Tocancel and other consumer sites to compare pricing, ease of use, and data export policies. Many alternatives offer free trials, so test them before committing to a long-term subscription.

Report service issues to the consumer redressal commission

If you cancelled due to service failure or billing disputes that Matterport refused to resolve, file a complaint with the National Consumer Helpline at 1800-11-4000 or visit consumerhelpline.gov.in. Include your cancellation confirmation, billing statements, and documentation of service failures. The Consumer Redressal Commission can order Matterport to refund you, pay compensation, or corrective action if they find the company at fault.

Comparison of Matterport alternatives in india

Before you finish your cancellation, consider whether an alternative might better serve your needs.

Each alternative has a different cost structure and feature set. Tocancel recommends testing at least two alternatives during your Matterport cancellation grace period (typically 30 days) to find the best fit before fully committing to switching platforms.

Contact information for Matterport support and escalation

If you need to cancel Matterport or pursue a refund, use these official contact channels.

Matterport global support

• Email: [email protected]
• Online support portal: my.matterport.com > Help & Support
• Live chat: Available on matterport.com (response time typically 4 to 8 hours)
• Phone support: Not widely advertised; email support is the primary channel

Local service partner in india (Active360 technologies)

• Contact Active360 Technologies only for on-demand scanning services and local support, not for subscription cancellations
• Subscription cancellations must go directly to Matterport global support at [email protected]

Escalation if Matterport does not respond

If Matterport support does not respond to your cancellation or refund request within 30 days, escalate to India's National Consumer Helpline:

• Helpline: 1800-11-4000 (toll-free in India)
• Website: consumerhelpline.gov.in
• Online complaint: File a complaint at consumerhelpline.gov.in; the system will assign you a case number
• State Consumer Redressal Commission: If the national helpline does not resolve the issue within 60 days, file a formal complaint with your state's Consumer Redressal Commission (search "Consumer Commission [Your State Name]" online)

Your right to escalate: Under the Consumer Protection Act 2019, you have the right to file a complaint with a Consumer Redressal Commission if a business fails to respond or address your grievance within a reasonable time. The Commission can order the company to refund you, pay compensation, and cover your legal costs.

Final checklist before you finalize cancellation

Use this checklist to ensure you cancel smoothly and protect your interests.

• Download or export all digital twins, floorplans, and virtual tour links to your computer or cloud storage
• Take a screenshot or note your next billing date from Account Settings > Billing
• Confirm which subscription type(s) are active (web platform, app store, or both)
• Review your refund eligibility based on plan type and usage
• Cancel through the correct platform (my.matterport.com, App Store, or Google Play)
• Save the cancellation confirmation email or screenshot showing "Subscription: Cancelled"
• Confirm your refund expectation in writing with [email protected] if applicable
• Monitor your bank or credit card for two billing cycles after cancellation
• Research and test alternative platforms during the grace period
• If a refund is denied, file a complaint with the Consumer Redressal Commission within 60 days

Summary and next steps

Cancelling Matterport is your right as a consumer, and the process is straightforward once you know which platform you subscribed through. You have legal protections under India's Consumer Protection Act 2019 if the service failed to meet promised standards or if you're charged after cancellation. Export your data immediately, confirm your cancellation in writing, and monitor your billing to ensure you're not charged again.

If Matterport denies a refund you believe you're entitled to, escalate to the Consumer Redressal Commission. Tocancel has helped thousands of consumers cancel subscriptions, reclaim refunds, and transition to better alternatives. Your documented evidence-billing statements, support tickets, service failure screenshots-is your strongest asset in any dispute. Take action today, and protect your investment.