Cancel Udemy: The Right Way to Get Your Refund

How to cancel your Udemy subscription and claim your refund in new zealand

Why you might want to cancel Udemy

Before you take action, it helps to understand why you are leaving-your reason shapes your best path to a refund. Udemy is an online learning platform offering individual courses and subscription plans across hundreds of subjects, from business skills to creative hobbies. You may have purchased a single course with lifetime access, or enrolled in a recurring subscription for unlimited course access. This distinction matters because your cancellation method and refund entitlement depend entirely on which type of purchase you made.

Common reasons new zealand customers cancel

You might cancel because you have completed your learning goals, realised the courses do not suit your needs, enrolled in a free trial and changed your mind, or accidentally subscribed when you intended a one-time purchase. If you are being charged recurring fees you do not remember authorising, or you are switching to a competing platform, you may have stronger grounds for a refund than Udemy's standard policy suggests. New Zealand consumer law protects your right to cancel, and Tocancel exists to help you understand and exercise that right.

The cost of staying subscribed

Udemy subscriptions renew automatically, often at different price points depending on promotional cycles. If you forget to cancel, you will continue paying monthly charges indefinitely. The sooner you cancel, the sooner you stop future charges-though your refund eligibility depends on when you first subscribed and which type of purchase you made.

Udemy pricing and subscription plans

Understanding what you are paying for is essential before you cancel, because refund windows and cancellation methods differ by purchase type and platform. The table below shows the main subscription and purchase options available to New Zealand customers.

Where your subscription charges appear

Monthly charges appear on your credit card or payment method as "Udemy Inc" or "Udemy.com". If you subscribed through the Apple App Store, charges show as "Apple.com/Bill" with Udemy in the description. Google Play subscriptions appear as "Google Play Inc" or "Google Payment". Identifying where you subscribed matters because app store cancellations must be processed through Apple or Google, not Udemy directly-this is a common point of confusion that delays refunds by weeks.

Your consumer rights as a new zealand customer

New Zealand's Consumer Guarantees Act and Fair Trading Act give you powerful protection when you purchase digital services. These laws override Udemy's internal policies in specific situations, meaning your legal entitlements are stronger than what Udemy's terms of service may claim. Understanding these rights empowers you to take confident action if Udemy refuses a refund you are entitled to.

The 14-day cancellation right for subscriptions

Under the Consumer Guarantees Act, you have an unconditional legal right to cancel any subscription within 14 days of first payment and receive a full refund. This is not a Udemy policy-this is your statutory entitlement. Your legal position is clear: if Udemy charged you for a subscription on 1 June, you have until 14 June to cancel and claim a refund, regardless of whether you have used the service. If Udemy refuses, you can escalate to the Commerce Commission or contact Consumer NZ (consumeraccess.org.nz) for free advice.

Individual course purchases and udemy's 30-day policy

For single-course purchases, Udemy offers a 30-day refund window if you have watched fewer than 30 minutes of content. This is stricter than the 14-day subscription rule, but it still provides a meaningful opportunity to change your mind. After 30 days or 30 minutes of viewing-whichever comes first-Udemy can refuse a refund. However, if you can demonstrate that the course description was misleading or the content quality was misrepresented, you may have grounds for a refund under the Fair Trading Act, which protects you against false or deceptive claims.

App store purchases: apple and google have final say

If you purchased your subscription through the Apple App Store or Google Play, you are protected by Apple's or Google's refund policies, not Udemy's policies. Apple offers a 14-day refund window for most app subscriptions, and Google Play offers up to 14 days as well. You must request refunds directly from Apple or Google, not from Udemy. This is critical: many New Zealand customers try to cancel with Udemy and are told to contact the app store instead, causing unnecessary delays. Go directly to the app store where you made the purchase to request your refund.

How to cancel your Udemy subscription step by step

Your cancellation method depends on where you subscribed: the Udemy website, Apple App Store, or Google Play. Follow the correct process for your situation to ensure your subscription stops and your refund is processed.

Cancel a Udemy subscription on the website

1. Log in to your Udemy account at udemy.com using your email and password.
   • If you have forgotten your password, click "Forgot password" on the login page and follow the email instructions.
2. Click your profile icon in the top right corner and select "Account".
   • On mobile, tap the menu icon (three horizontal lines) and select "Account".
3. Scroll down and click "Billing and payments".
   • This section shows your current subscription status and billing history.
4. Find your active subscription plan and click "Cancel subscription" next to it.
   • Udemy may offer a discount or free trial extension-these are optional and do not prevent cancellation.
   • Select "Cancel" when prompted to confirm, then choose your reason for leaving (optional).
5. You will see a confirmation message. Your access ends at the end of your current billing cycle (you retain access until then).
   • Save or screenshot this confirmation for your records.
6. If you are within 14 days of purchase and want a refund, note your purchase date and request a refund directly through Udemy's support portal within the cancellation flow, or email [email protected] with "Refund Request" in the subject line.
   • Include your order number, subscription dates, and a brief reason (e.g., "subscribed in error" or "within 14-day cancellation window").
   • Udemy typically processes refunds within 5 to 10 business days to your original payment method.

Cancel an apple app store subscription

1. Open the Apple App Store on your iPhone, iPad, or Mac.
   • On iPhone or iPad, tap the profile icon in the bottom right corner.
   • On Mac, open the App Store and click your name in the top left.
2. Select "Subscriptions".
   • You will see a list of all your active subscriptions.
3. Find "Udemy" in the list and tap it.
   • If you do not see Udemy, you do not have an active App Store subscription (check your billing method).
4. Tap "Cancel subscription" and confirm.
   • Apple will ask you to provide feedback-you can skip this or explain your reason for cancelling.
5. You will receive a confirmation email from Apple within minutes.
   • Your Udemy access ends at the end of your current billing period.
6. To request a refund, log in to appleid.apple.com, go to "Purchase history", find the Udemy charge, and click "Report a problem". Select "I would like a refund for this purchase" and follow the prompts.
   • Apple refunds within 5 to 10 business days if your request is approved.
   • If Apple declines, contact Tocancel for escalation options under New Zealand consumer law.

Cancel a google play subscription

1. Open Google Play on your Android device.
   • Tap the profile icon in the top right corner.
2. Select "Manage my subscriptions".
   • You will see all active subscriptions linked to your Google account.
3. Tap "Udemy" from the list.
   • If Udemy does not appear, you do not have an active Google Play subscription.
4. Tap "Cancel subscription" and confirm your choice.
   • Google Play will ask for feedback-this is optional.
5. You will receive a confirmation email from Google within moments.
   • Your subscription will stop renewing after your current billing period ends.
6. To request a refund, go to play.google.com, click "Payments and subscriptions", find the Udemy charge, and click "Report a problem". Select "I would like a refund" and Google will review your request.
   • Google Play refunds typically process within 5 to 10 business days.
   • If Google refuses your refund, Tocancel can help you understand your rights under New Zealand law and escalate if needed.

How to request a refund from Udemy

Your refund eligibility and process depend on your purchase type and how much time has passed. If you are within the refund window, Udemy is obligated to process your request-and if they refuse unreasonably, New Zealand consumer law gives you recourse.

Refund eligibility for individual courses

You can request a refund on an individual course within 30 days of purchase if you have watched fewer than 30 minutes of content. Udemy will automatically review your viewing history; if you exceed 30 minutes, they will refuse the refund. However, this 30-minute rule does not override your consumer guarantees. If the course content is substantially different from its description, or if Udemy made false claims about course quality or outcomes, you can claim a breach of the Fair Trading Act and request a refund even after the 30-minute threshold. Tocancel can help you build this argument if Udemy initially refuses.

Refund eligibility for subscriptions within 14 days

If you subscribed to a monthly or annual plan within the last 14 days, New Zealand law entitles you to a full refund with no questions asked. You do not need to justify why-the 14-day cancellation right is unconditional. Contact Udemy's support immediately and clearly state that you are cancelling within your 14-day statutory right under the Consumer Guarantees Act. Udemy usually processes these refunds promptly because they know the law requires it.

How to contact Udemy for a refund

Submit your refund request through Udemy's help centre at support.udemy.com. Click "Contact us", select "Payments and refunds", and choose "Refund requests". Explain your situation clearly: include your order number, subscription dates, and the specific reason (e.g., "within 14-day cancellation window" or "course quality did not match description"). Udemy typically responds within 48 hours and processes refunds within 5 to 10 business days to your original payment method.

If Udemy denies your refund claim and you believe you are entitled to one under New Zealand law, escalate to [email protected] with "Dispute: Consumer Guarantees Act Refund" in the subject line. Include a clear explanation of your legal entitlement (e.g., "I cancelled my subscription within 14 days of purchase, which is my statutory right under the Consumer Guarantees Act"). Document everything: screenshots of your account, billing dates, cancellation confirmation, and any responses from Udemy. This creates a record that will support your claim if you need to escalate further to the Commerce Commission or seek help from Tocancel.

Common mistakes that delay your cancellation and refund

Many New Zealand customers face unnecessary delays or denied refunds because they make avoidable mistakes. Understanding these pitfalls now can save you time and money.

Cancelling through the wrong channel

The most frequent error is trying to cancel an Apple or Google Play subscription directly with Udemy. Udemy cannot cancel app store subscriptions because Apple and Google control those accounts. If you subscribed through an app store, you must cancel through that same app store-attempting to cancel through Udemy's website will fail, leaving you paying recurring charges. Always check your billing method first: open your subscription settings and look for "Udemy Inc" (web), "Apple.com/Bill" (Apple), or "Google Play Inc" (Google). Cancel where you see the charge occurring.

Missing the 14-day refund window

New Zealand consumer law gives you 14 days to cancel a subscription and claim a refund unconditionally. After 14 days, Udemy can refuse unless you have a compelling reason (e.g., the course was misrepresented). If you realised you do not want the subscription on day 20, you have missed the window-though you can still try to claim a refund if Udemy made false claims about course content or quality. Check your account immediately if you subscribed recently; do not assume you have "plenty of time".

Forgetting to request a refund when you cancel

Cancelling your subscription stops future charges, but it does not automatically trigger a refund for charges you have already paid. You must request a refund separately through your account or by contacting support. Many customers cancel successfully but forget to ask for money back, assuming they will receive it automatically. They do not. You must explicitly request the refund to receive it-this is your responsibility, not Udemy's.

Not saving your confirmation details

When you cancel your subscription or request a refund, Udemy provides a confirmation number or message. Save this in an email or document. If Udemy later claims they have no record of your request, your confirmation is proof. Screenshot or print your cancellation confirmation and save your support email correspondence. This is especially important if you end up escalating your dispute to Tocancel or the Commerce Commission-you need a clear paper trail.

What happens after you cancel your Udemy subscription

Once you have cancelled, your access and refund will proceed according to a predictable timeline. Knowing what to expect reduces anxiety and helps you spot any problems early.

Your access timeline after cancellation

When you cancel a subscription, Udemy deactivates your subscription on the spot, but you retain access until the end of your current billing period. If you subscribed on 15 June and your next charge was due 15 July, you can use Udemy until 14 July at 11:59 PM, then access stops. This gives you time to download course materials, notes, or certificates before you lose access. After your billing period ends, you will no longer see "Active subscription" on your account-it will say "Cancelled".

When you will receive your refund

Refunds typically process within 5 to 10 business days from the date Udemy approves your request. The money goes back to your original payment method (credit card, debit card, or PayPal). Your bank may take a further 1 to 3 business days to credit the refund, so you might not see it in your account for up to 2 weeks total. If you do not see the refund after 14 days, contact your bank first to confirm it was not delayed on their end, then contact Udemy support with your confirmation number.

Re-accessing your courses if you change your mind

After your subscription cancels, individual courses you purchased with lifetime access remain yours and can still be accessed (as long as you do not delete your account). Subscription courses disappear from your library once your subscription ends. You can re-subscribe at any time, though Udemy may charge a different price than you paid originally.

Cancellation checklist for new zealand customers

Before you close this page, print or save this checklist to ensure you have covered every step. This will help you avoid delays and keep your documentation organised if you need to escalate your claim.

• Confirm where you subscribed: Udemy.com, Apple App Store, or Google Play?
• Identify your subscription start date and most recent charge date.
• Calculate whether you are within 14 days of the first charge (statutory refund window).
• Log in to your account and navigate to billing or subscriptions.
• Click "Cancel subscription" on the correct platform (Udemy, Apple, or Google-not elsewhere).
• Save your cancellation confirmation number and screenshot for your records.
• If you want a refund, submit a separate refund request within 14 days of purchase (or sooner).
• Write down your refund request date and the confirmation number you receive from Udemy, Apple, or Google.
• Wait 5 to 10 business days for processing; allow another 1 to 3 days for your bank to credit the refund.
• Check your bank statement after 14 days. If the refund has not arrived, contact Tocancel for guidance on escalation.

How tocancel supports your cancellation

Tocancel is built to help New Zealand consumers navigate cancellations with confidence. If Udemy refuses your refund or claims they have no record of your request, Tocancel has helped thousands of customers understand their rights and escalate disputes to the Commerce Commission. You do not need to face this alone-our platform provides free templates for refund demands, tracks your communication timeline, and connects you with resources like Consumer NZ if you need additional support.

Visit Tocancel.com to check whether your specific situation qualifies for a refund under New Zealand law, and to access sample escalation letters you can use if Udemy refuses. Tocancel has helped thousands of New Zealand consumers recover money they thought was lost, and we can help you too.

Cancellation contact details for Udemy

If Udemy claims they have no record of your refund request or refuses to respond to your emails, escalate using the official contact address below. Formal letters are often more effective than support portal messages because they create a legal record that Udemy must acknowledge.

If Udemy does not respond to your email within 14 days, or refuses your refund claim without proper justification, contact the Commerce Commission at comcom.govt.nz or reach out to Consumer NZ (consumeraccess.org.nz). These agencies have enforcement power and can investigate complaints if you believe Udemy has breached the Consumer Guarantees Act or Fair Trading Act. Tocancel can help you prepare a formal complaint if needed, ensuring your evidence is clear and your legal argument is sound. Your rights are real, and you deserve support in claiming them.