Cancel Prime Video: Step-by-Step Guide

How to cancel Prime Video in new zealand and stop the nZ$10.99 monthly charge

Understanding Prime Video and your streaming choices

Prime Video is Amazon's on-demand streaming platform available to New Zealand subscribers, delivering Amazon Originals, licensed films, TV series and occasional live sports events. You pay NZ$10.99 each month on a rolling subscription, with new members typically receiving a 7-day free trial before your first charge applies.

Many subscribers sign up with genuine excitement, only to find their viewing habits shift or the content library no longer matches their taste. Subscription drift happens to the best of us. If you've reached the point where Prime Video no longer fits your entertainment needs or your budget, Tocancel is here to guide you through cancellation with confidence. This guide walks you through every cancellation method, your legal rights under New Zealand consumer law, refund eligibility, and what happens to your account once you leave.

When cancellation makes sense for you

Consider cancelling Prime Video if you've stopped watching for weeks, prefer other streaming platforms, or want to reduce your monthly outgoings. If you signed up during the free trial and realised the content library doesn't appeal to you, cancelling before your first charge hits is the smart move. Similarly, if you've accessed content but discovered the service no longer delivers value, you have options under Amazon's refund policy. Your instinct to cancel is valid, and Tocancel encourages you to take action quickly once you've made that decision.

Current pricing and free trial details

Prime Video costs NZ$10.99 per month in New Zealand. New customers receive a 7-day free trial, giving you a full week to explore the service without charge. However, if you forget to cancel before day 7 ends, your payment method will be charged automatically. Set a reminder on your phone now if you're testing the service on trial so you don't miss the cancellation window.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 (CGA) is your legal foundation when dealing with streaming services, including Prime Video. This legislation requires suppliers to provide services that are of acceptable quality and fit for purpose, and importantly, suppliers cannot contract out of these guarantees no matter what their terms say.

What the consumer guarantees act protects you against

Under the CGA, you have the right to a refund if Prime Video fails to deliver an acceptable service. For example, if you cannot access content you've paid for, or the platform is persistently broken or unusable, you can pursue a remedy. However, the CGA does not grant you a right to cancel for "change of mind" alone. This is a crucial distinction: if you simply decide you don't want Prime Video anymore without a quality or access issue, you cannot force a refund from Amazon under consumer law alone.

That said, Amazon's own cancellation and refund policy is more generous than the CGA minimum requires. If you cancel within 3 business days of your first charge (or when converting from a free trial), you're eligible for a full refund, provided you haven't accessed digital content since that charge occurred. After 3 business days, Amazon only refunds if you haven't accessed content since your last payment. Your legal position is clear: you have statutory protections under the CGA, plus Amazon's own more generous refund window.

How to escalate if amazon refuses your cancellation

The CGA applies to all suppliers selling services to New Zealand consumers, including overseas companies like Amazon. If Amazon refuses to honour your cancellation, wrongfully charges you after cancellation, or fails to process a refund you're entitled to, you can escalate to Consumer NZ or the Commerce Commission. Tocancel recommends keeping detailed records of all communications: screenshots of your account, confirmation emails, the date you requested cancellation, and copies of any charge confirmations. These documents become vital if you need to dispute a charge or pursue a refund later.

How to cancel Prime Video in new zealand

You have three primary cancellation routes depending on how your subscription is billed and which device you use. The fastest method is cancelling through your Amazon account online, which takes just a few minutes and delivers instant confirmation.

Cancelling through your amazon account online

This is the preferred and fastest cancellation method. Follow these steps:

1. Visit amazon.com.au (Amazon's Australian site serves New Zealand) or use the Amazon app on your phone or tablet
   • If you're on a computer, open any browser and navigate to amazon.com.au
   • If you're on a mobile device, open the Amazon app or visit amazon.com.au in your mobile browser
2. Sign in with your Amazon account email address and password
   • Ensure you use the same email and password you used to set up Prime Video
   • If you've forgotten your password, select "Forgot your password?" and reset it before proceeding
3. Navigate to "Your Account" or "Account & Lists"
   • On the website, this appears in the top right corner
   • On the Amazon app, tap the profile icon at the bottom right
4. Select "Your Memberships & Subscriptions" or "Your Prime Video"
   • You'll see all active subscriptions tied to your account
   • Locate Prime Video in the list
5. Click or tap "End Subscription"
   • A confirmation prompt will appear asking you to confirm cancellation
   • Review any final details, then click "End Subscription" again to confirm
6. Confirm cancellation and save your confirmation email
   • You'll receive instant confirmation on screen and via email
   • Screenshot or print this confirmation for your records
   • Note the cancellation date and any refund amount if applicable

Cancellation is instantaneous when you use this method, and you'll typically receive a confirmation email within minutes. Your access to Prime Video content continues until your current billing cycle ends, after which your account is closed.

Cancelling through your apple or google play subscription settings

If you subscribed to Prime Video through the Apple App Store or Google Play Store rather than directly through Amazon, you must cancel through that app store, not through Amazon's website. Follow these steps:

1. On iPhone or iPad (Apple App Store)
   • Open the Settings app on your device
   • Tap your name at the top
   • Select "Subscriptions"
   • Find and tap "Prime Video"
   • Select "Cancel Subscription" and confirm
2. On Android phone or tablet (Google Play Store)
   • Open the Google Play app
   • Tap your profile icon in the top right
   • Select "Payments and subscriptions"
   • Tap "Subscriptions"
   • Find and tap "Prime Video"
   • Select "Cancel subscription" and confirm

When you cancel through an app store, the cancellation syncs back to Amazon within 24 hours. Your access continues until your current billing period ends. Keep a screenshot of the cancellation confirmation from your app store.

Cancelling by contacting amazon customer service

If you prefer human assistance or encounter technical problems cancelling online, you can contact Amazon customer service:

1. Visit amazon.com.au/gp/help and scroll to "Contact Us"
2. Select "Prime Video" as the topic
3. Choose your preferred contact method: phone, email, or live chat
4. Explain that you want to cancel your Prime Video subscription
5. Provide your Amazon account email and any relevant order numbers
6. Request a cancellation confirmation email once the cancellation is processed

Amazon customer service typically processes cancellations within 24 hours when you contact them directly. Always request written confirmation of your cancellation so you have proof.

Understanding refunds and what happens to your account

Your refund eligibility depends on when you cancel and whether you've accessed content since being charged. Tocancel breaks this down clearly so you know exactly what to expect.

Refund eligibility timeline

The key factor is whether you've accessed any content since your last charge. "Accessing content" means playing, watching, or streaming anything on Prime Video. Simply signing in doesn't count as access. If refund eligibility is unclear in your situation, contact Amazon customer service with your account email and the date you were charged.

What happens after you cancel

Once you cancel Prime Video, you lose access to the entire service at the end of your current billing cycle. Any watchlists, saved preferences, or viewing history are retained if you decide to resubscribe later, but these features are inaccessible once your subscription ends. Downloaded content (if you downloaded anything for offline viewing) becomes inaccessible immediately after cancellation. You cannot share your Prime Video access with family members or other household members after cancellation takes effect.

Common cancellation mistakes to avoid

Cancelling should be straightforward, but small oversights can cause billing headaches. We've seen countless consumers stumble at the final hurdle, so let's keep you clear of these traps.

Mistakes that cost you money

Mistake 1: Cancelling through the wrong platform. If you subscribed via Apple App Store or Google Play, cancelling through Amazon's website won't work. You must cancel through the app store where you subscribed. Tocancel strongly advises checking your original subscription email to confirm which platform you used, then cancelling there. This is the single most common reason cancellations fail.

Mistake 2: Not keeping your cancellation confirmation. If Amazon later charges you after you cancel, you need proof that cancellation was requested. Take screenshots of the final confirmation screen, save the confirmation email, and note the exact date and time. Without this evidence, disputing a charge becomes infinitely harder.

Mistake 3: Forgetting to cancel before your free trial ends. If you signed up for the 7-day free trial but forgot to cancel before day 7, your payment method is charged automatically. Mark your calendar now. Set a phone reminder for day 6 if you're on trial. Those 7 days pass quickly, and once charged, refund eligibility depends on whether you've accessed content.

Mistake 4: Thinking you've cancelled when you've just paused or downgraded. Some streaming services offer "pause subscription" or "pause and resume" options. Prime Video does not have a pause feature. If you see an option to pause, you're likely looking at a different service. Click "End Subscription" only - anything else leaves you subscribed and charged.

Mistake 5: Not following up if cancellation isn't processed. After you request cancellation, allow 24 hours for the cancellation to process. If you're still charged after that window, contact Amazon immediately with your cancellation confirmation in hand. Don't wait for the next billing cycle, as this signals you're accepting ongoing charges. Tocancel recommends following up within 48 hours of cancellation if you see any unexpected charge.

Comparing Prime Video with other streaming alternatives

If you're cancelling Prime Video because the content doesn't suit you, consider whether other streaming services offer better value for your viewing habits. Here's how Prime Video stacks against local alternatives available in New Zealand:

Your cancellation decision might hinge on whether another service better matches your viewing habits. Many New Zealand households subscribe to multiple platforms rather than relying on just one. If you're cancelling because Prime Video content rotates out too quickly or doesn't appeal to your taste, NEON (New Zealand-owned) or Disney+ might be stronger fits. If sports content matters to you, Spark Sport offers live coverage unavailable elsewhere.

Pricing, trial details and your costs at a glance

Here's what you're paying and what you get with Prime Video in New Zealand:

You can cancel anytime without penalty, and there are no cancellation fees. The only cost you incur after cancellation is the remainder of your current billing cycle, if any. If your next charge is in 10 days and you cancel today, you continue accessing Prime Video for those 10 days, then access ends automatically. No additional payment is required.

How tocancel helps you stay in control

Cancelling Prime Video should be simple, but confusion around refunds, billing platforms, and consumer rights often traps subscribers into paying for unwanted services. That's where Tocancel steps in. Tocancel has helped thousands of consumers cancel their streaming subscriptions confidently, recover wrongful charges, and understand their rights under New Zealand law. We provide step-by-step guides like this one, escalation support if a company refuses to process your cancellation, and clear explanations of consumer law in plain language.

If Amazon refuses to cancel your subscription or charges you after cancellation, Tocancel can help you draft a formal dispute letter citing the Consumer Guarantees Act. We also maintain up-to-date contact details for Amazon customer service, the Commerce Commission, and Consumer NZ so you know exactly where to escalate if needed. Your cancellation is your right, and Tocancel is here to ensure you exercise it without stress.

Key actions checklist for cancelling Prime Video

• Check which platform you subscribed through (Amazon direct, Apple App Store, or Google Play)
• Sign into your Amazon account at amazon.com.au
• Navigate to "Your Memberships & Subscriptions"
• Click "End Subscription" next to Prime Video
• Confirm cancellation and screenshot the confirmation screen
• Save the confirmation email Amazon sends you
• Note the date your subscription ends (shown in the confirmation)
• If you subscribed through an app store, cancel there instead using the steps provided above
• Wait 24 hours, then check your account to confirm cancellation processed
• If unexpectedly charged after cancellation, contact Amazon within 48 hours with your confirmation proof
• If Amazon refuses to refund or process cancellation, gather your evidence and contact Consumer NZ or the Commerce Commission

Contact information for amazon and escalation authorities

Amazon customer service (New Zealand customers use amazon.com.au):

Visit amazon.com.au/gp/help, scroll to "Contact Us," select "Prime Video," and choose your preferred contact method (phone, email, or live chat). Response times typically range from 24 to 48 hours.

Consumer NZ:

If Amazon refuses to honour your cancellation or process a refund you're entitled to, escalate to Consumer NZ at consumer.org.nz or call 0800 926 635. Consumer NZ is an independent, non-profit organisation funded by the government to advocate for consumer rights.

Commerce Commission:

For serious disputes involving potential breaches of the Consumer Guarantees Act or unfair contract terms, contact the Commerce Commission at comcom.govt.nz or call 0800 943 600. The Commission has authority to investigate and take action against suppliers who breach consumer law.

Cancelling Prime Video is a straightforward process when you follow these steps. You now have the knowledge, the legal foundation, and the escalation pathways to cancel with confidence. Tocancel empowers you to take control of your subscriptions and your budget. If you encounter resistance or unexpected charges, remember that your rights under the Consumer Guarantees Act protect you, and Tocancel is here to guide you through every step of the process.