Cancel Superprof: The Right Way

How to cancel your Superprof subscription and stop paying for your student pass

Why you might want to cancel your Superprof account

Superprof is an online tutoring marketplace that connects you with tutors across languages, mathematics, music, professional skills and dozens of other subjects. You pay a monthly subscription called the Student Pass, which costs NZ$59.00 per month and gives you the ability to contact unlimited tutors on the platform. Once a tutor accepts your request, you typically arrange lessons and payment outside Superprof.

You might decide to cancel because you've found a tutor independently, completed your learning goals, or realised the monthly fee no longer justifies your actual use. Whatever your reason, understanding your cancellation rights and the process itself will help you act with confidence. At Tocancel, we've helped thousands of New Zealand consumers navigate subscription cancellations like this one, so you know exactly where you stand before you take action.

How the student pass subscription works

When you sign up for the Student Pass, you pay NZ$59.00 upfront each month. This subscription does not pay for individual lessons. Instead, it unlocks your ability to search the Superprof platform and send contact requests to tutors during that billing period. Once a tutor accepts your request and you exchange contact details, the lesson arrangement typically moves outside the platform entirely. Payment to the tutor and lesson scheduling become a direct arrangement between you and them.

The key point: you're paying for access to the marketplace, not for the lessons themselves. This distinction matters when you cancel, because stopping your subscription stops new tutor access but does not automatically cancel any private lessons you've already arranged.

When cancellation makes sense for your situation

Cancel immediately if you no longer intend to use the service, because monthly charges will renew automatically unless you actively stop them. Tocancel recommends cancelling as soon as you realise the subscription no longer serves you, whether that's because you've found a tutor outside the platform, your learning needs have changed, or your budget has shifted.

Delaying cancellation can cost you hundreds of dollars in unwanted charges, so take action now rather than waiting for the next renewal date.

Your consumer rights under new zealand law

As a consumer in Aotearoa, you have specific legal protections that apply to digital subscriptions like this one.

Cooling-off rights for online subscriptions

Under the Consumer Guarantees Act 1993 and the Consumer Protection Notice (Automated Renewal Services) 2023, you have certain rights when you purchase a digital service online. If you subscribed to the Student Pass without being actively persuaded by Superprof (meaning you made the choice independently), you may have a 14-day cooling-off period to cancel and receive a refund. However, if the service was provided at your specific request before the cooling-off period ended, or if you explicitly agreed to waive this right, the protection may not apply.

Superprof's terms state that the Student Pass becomes non-refundable once a tutor accepts your contact request. This clause may conflict with New Zealand consumer law, which prohibits unfair contract terms that leave consumers worse off than they would expect. If you believe Superprof's refund policy is unfair or unclear, you have grounds to challenge it. Tocancel advises documenting all communications with Superprof before escalating to the Commerce Commission.

Your legal position on disputed charges

If Superprof charges you after you've requested cancellation, or if you believe a charge was authorised without your clear consent, you can dispute it with your bank or payment provider. New Zealand financial institutions handle chargeback claims through their own dispute resolution processes. Keep screenshots of your cancellation request, the date you sent it, and evidence of any charges that followed. Your bank will use this documentation to investigate your claim.

Document everything: email confirmations, account screenshots, and dates are your strongest evidence if a dispute arises.

How to cancel your Superprof student pass subscription

Superprof allows you to cancel your subscription via your account settings on both web and mobile platforms.

Cancel via the Superprof website

1. Open your web browser and navigate to the Superprof website.
2. Log in with your email address and password.
   • If you've forgotten your password, click "Forgot password?" and follow the reset instructions sent to your email inbox.
3. Click on your account avatar or profile icon in the top-right corner of the page.
4. Select "Account settings" or "My account" from the dropdown menu.
5. Look for a section labelled "Subscriptions", "Billing", or "Payment plan".
6. Find your Student Pass subscription and click "Cancel subscription" or "Manage subscription".
7. Confirm the cancellation by clicking "Yes, cancel my subscription" or equivalent button.
   • Superprof may offer a discount or ask why you're leaving; you can skip these prompts.
8. Check your email for a cancellation confirmation from Superprof within minutes.
9. Save or screenshot this confirmation for your records.

Cancel via the Superprof mobile app

1. Open the Superprof app on your iPhone, Android device, or tablet.
2. Tap the profile or account icon, usually at the bottom-right of the screen.
3. Select "Account settings" or "Settings".
4. Scroll to find "Subscriptions" or "Billing information".
5. Tap on your Student Pass subscription.
6. Select "Cancel subscription" and confirm your choice when prompted.
7. Wait for the confirmation message and check your email for written proof.

What to do if the cancel button won't appear

If you cannot find a cancel option in your account, you may have a non-standard subscription or payment arrangement. Contact Superprof's support team directly by sending an email to their support address or using the in-app messaging feature. State clearly: "I want to cancel my Student Pass subscription effective immediately. Please confirm the cancellation date and provide a reference number." Keep a copy of this email and Superprof's response for your records.

If Superprof fails to cancel your subscription within 5 business days of your request, escalate the issue through Tocancel's guidance or contact the Commerce Commission directly.

What happens after you cancel and refund timelines

Cancellation and refund processes work differently depending on the timing of your request and Superprof's terms.

What happens to your access immediately after cancellation

Once you cancel, your Student Pass access ends at the end of your current billing period. If you paid on the 15th of the month and cancel on the 20th, you retain access until the 15th of the following month. After that date, you cannot contact new tutors through the platform. Any lessons you've already arranged directly with tutors continue as planned; cancelling the subscription does not cancel your private tutor agreements.

Check your account after cancellation to confirm your subscription shows as "Inactive" or "Cancelled". Tocancel recommends taking a screenshot for proof.

Refund eligibility and timelines

Superprof processes refunds to your original payment method. If you paid by credit or debit card, the refund appears as a credit to that account within 5-10 business days. If your bank is slow to process the refund, contact both Superprof and your bank to track it down.

If no refund arrives

If Superprof doesn't refund you within 14 days of your cancellation, send a follow-up email requesting a refund status and reference number. Include your original cancellation confirmation. If Superprof ignores you or refuses to refund a charge you dispute, ask your bank to raise a chargeback claim. Tocancel advises keeping copies of all correspondence for the Commerce Commission if the dispute escalates.

Pricing and monthly cost breakdown

Understanding your actual costs helps you decide whether cancellation saves you money.

The Student Pass is Superprof's primary paid subscription for students. Without it, you can view a limited number of tutor profiles but cannot send contact requests. If you've been paying NZ$59.00 per month for several months without heavy use, cancelling immediately saves you nearly NZ$700 per year.

Common mistakes when cancelling Superprof

Many people make cancellation harder than it needs to be. Here are the pitfalls to avoid so your cancellation goes smoothly.

Not keeping cancellation proof

Your biggest mistake is cancelling but not saving confirmation. Superprof may claim you never requested cancellation if a dispute arises. Always screenshot or save the cancellation confirmation email. Tocancel recommends taking a screenshot of your account settings showing "Subscription cancelled" or "No active subscription" as well. These two pieces of evidence are your insurance against unwanted charges.

Assuming cancellation stops all charges

A common misconception is that cancelling your subscription stops all tutor payments immediately. Cancelling the Student Pass only stops new tutor access; it does not cancel private lessons you've already arranged. If you've booked lessons directly with a tutor, you must contact that tutor separately to cancel, or you'll pay for lessons you don't want. Treat your private tutor agreement as a separate contract from your Superprof subscription.

Not cancelling before the renewal date

Superprof renews your subscription automatically at the same time each month. If you delay cancellation until after the renewal date, you'll be charged for another full month even if you only use the service for one day. Cancel immediately when you decide you no longer need the subscription. Waiting costs money.

Forgetting to dispute charges through your bank

If Superprof continues charging you after cancellation, don't assume they made an honest mistake and wait for a refund. Contact your bank immediately and ask them to dispute the charge as unauthorised. Your bank has more power than you do to force a refund, and Superprof responds faster to bank disputes than to customer emails. Do this within 30 days of the unwanted charge for the best outcome.

Comparison: Superprof vs. other tutoring platforms

If you're considering alternatives, here's how Superprof's pricing and flexibility compare.

Superprof's Student Pass is competitively priced, but if you're unhappy with the service, you have better alternatives that don't require monthly subscriptions. Consider switching to a pay-as-you-go platform if recurring charges are the issue.

How to contact Superprof for cancellation support

If you need help cancelling or have questions about refunds, use these contact methods.

Official contact information for Superprof

Superprof is operated by Superprof SAS, a company registered in France. While no specific New Zealand postal address is listed on their platform, you can reach their support team through the following channels:

• Email support: Use the "Contact us" form on the Superprof website or reply to any email from Superprof support.
• In-app messaging: Send a message through your Superprof account dashboard.
• General postal address: Superprof SAS, Paris, France (check their website for the current full address).

When you contact Superprof, include your account email address, full name, and the date you requested cancellation. Keep your email concise: "I requested cancellation of my Student Pass subscription on [date]. Please confirm the cancellation is processed and provide a reference number."

Escalating to the commerce commission if Superprof refuses

If Superprof fails to cancel your subscription, continues charging you after cancellation, or refuses to discuss a refund, you can lodge a complaint with the Commerce Commission (the New Zealand consumer protection authority). They investigate unfair trading practices and breaches of the Consumer Guarantees Act 1993. You can file a complaint online at www.comcom.govt.nz or call them for guidance. Tocancel encourages you to try resolving the issue directly with Superprof first, but don't hesitate to escalate if they ignore you.

Your cancellation checklist

Follow this step-by-step checklist to ensure your cancellation is complete and protected.

• Log into your Superprof account and navigate to account settings.
• Locate and click the "Cancel subscription" button.
• Confirm the cancellation and wait for the confirmation message.
• Check your email within 5 minutes for a cancellation confirmation from Superprof.
• Screenshot or save the confirmation email and your account settings showing "Subscription cancelled".
• If you have arranged private lessons with any tutor, contact them separately to confirm or cancel those lessons.
• Wait 5-10 business days for any refund to appear in your bank account.
• Check your bank statement after 10 days to confirm you were not charged on the next renewal date.
• If you are charged again after cancellation, contact your bank immediately to dispute the charge.
• Keep all cancellation documentation for at least 2 years in case of dispute.

Summary and next steps

Cancelling your Superprof Student Pass is straightforward when you follow the right process. Log into your account, click "Cancel subscription", confirm your choice, and save the confirmation email. Your access ends at the next billing date, and you'll stop paying the NZ$59.00 monthly fee.

Remember: your cancellation rights are protected by New Zealand law, and you can dispute any charges that occur after cancellation through your bank. If Superprof refuses to cooperate, the Commerce Commission will investigate on your behalf. Don't delay cancellation if you no longer use the service, because monthly charges add up quickly.

Tocancel has helped thousands of New Zealand consumers cancel subscriptions exactly like this one, and we know the process can feel frustrating if you've hit obstacles. Our mission is to empower you with clear, actionable steps and a firm understanding of your rights. Use this guide to cancel with confidence, and remember: you control whether you keep paying. Take action today and reclaim your money. Visit Tocancel for more cancellation guides and consumer rights information whenever you need support.