Cancel Roll20: The Right Way

How to cancel Roll20 in new zealand and claim refunds within 15 days

Why you might want to cancel Roll20

Roll20 is a browser-based virtual tabletop platform that lets you run tabletop role-playing games, board games, and collaborative campaigns with others online. The platform provides character sheets, dice rollers, dynamic lighting, animated maps, and a marketplace for digital assets so you can host live sessions with integrated video and voice chat.

Many New Zealand gamers use Roll20 to play Dungeons and Dragons, Pathfinder, and other TTRPGs without needing to meet in person. However, if the service no longer fits your needs-whether your campaign has ended, you have found a cheaper alternative, or the paid features do not justify the cost-you have clear rights under New Zealand law to cancel and potentially claim a refund.

Common reasons to cancel Roll20

Your campaign may have wrapped up, you might prefer a different virtual tabletop platform, or the subscription cost no longer aligns with how often you actually play. Other players cancel because they use Roll20 only occasionally and do not need premium features like dynamic lighting or private vault storage. Some gamers discover they can run campaigns just as effectively on the free tier.

Whatever your reason, Tocancel understands that cancelling a subscription should be straightforward, transparent, and free of hidden penalties. We will walk you through every step and show you how to protect your consumer rights under New Zealand law.

When cancellation makes financial sense

If you are paying for Plus or Pro plans but using only basic features, downgrading to the free tier or cancelling outright saves you money immediately. Annual Premium plans lock your money away for 12 months, so if your gaming group has disbanded, cancelling now and requesting a pro-rata refund may be your best option under consumer law.

Tocancel recommends reviewing your last three months of activity in Roll20 before you decide. If you have not logged in or run a session in 30 days, cancellation is almost certainly the right move.

Roll20 subscription pricing in new zealand

Roll20 operates on a tiered subscription model with a free option and paid monthly or annual plans. Exact pricing in NZD varies based on your payment method and real-time exchange rates.

How pricing converts and what you actually pay

Roll20 displays prices in USD on its website, but your bank, credit card company, or payment processor converts the amount to NZD at checkout. The final amount you pay depends on real-time exchange rates and any processing fees your card issuer or PayPal applies.

Always check the final NZD amount before confirming payment. If you subscribed through the Apple App Store or Google Play, you are locked into Apple or Google's pricing and payment terms, not Roll20's directly. Cancellation must happen through those platforms, not Roll20's website.

Understanding subscription renewals and billing cycles

Monthly plans renew automatically on the same date each month. Annual Premium plans renew 12 months after purchase. If you cancel before your renewal date, you will keep access until that date, then your subscription ends. Your next billing cycle will never occur.

If you cancel after being charged for a new cycle, you may be entitled to a refund depending on how soon you act. Tocancel advises cancelling at least one week before your renewal date to avoid accidental charges.

Your consumer rights under new zealand law

Before you cancel, understand what protections you have. New Zealand consumer law gives you specific rights when you buy services like Roll20, even from overseas companies.

Consumer guarantees act and your entitlements

Under the Consumer Guarantees Act (CGA), every service provider must deliver their service with reasonable care and skill, ensure it is fit for purpose, and describe it accurately. Roll20 cannot legally take away these rights, no matter what its terms say.

If Roll20's service is faulty-for example, if dynamic lighting does not work as advertised, or if your account loses data without explanation-you have the right to ask for a repair, replacement, or refund. The CGA applies regardless of whether you paid for a free or premium account.

Your legal position: if you have paid for a subscription within the last 12 months and the service has not met the standards advertised by Roll20, the Fair Trading Act 1986 and Consumer Guarantees Act 1993 give you a direct claim against Roll20 for remedies.

Your right to cancel within the cooling-off period

If you purchased Roll20 outside a physical store (which you did, as an online service), New Zealand law gives you 14 calendar days to cancel and claim a full refund. This cooling-off period applies to all online subscriptions, whether monthly or annual.

The 14-day countdown starts the day after you complete your purchase. If you subscribed on 5 March, your cooling-off period ends at the close of business on 19 March. You must initiate cancellation before that deadline for the protection to apply.

After 14 days, you can still cancel, but Roll20 may not refund your money unless the service is faulty or breaches the Consumer Guarantees Act. Tocancel recommends always cancelling within 14 days if you want an unconditional refund.

Who enforces these rights

The Commerce Commission is New Zealand's consumer protection authority. If Roll20 refuses to honour a refund you are entitled to under consumer law, you can file a complaint with the Commerce Commission at www.comcom.govt.nz. The Commission can investigate and force Roll20 to comply.

For disputes under NZD $15,000, you can also pursue a claim in the District Court or use a free dispute resolution service. Tocancel advises documenting all communications with Roll20 before escalating.

How to cancel Roll20 on your account page

Roll20 does not have a physical mailing address in New Zealand, so you must cancel online via your account settings. The process takes 3-5 minutes.

Step-by-step cancellation guide

1. Log in to your Roll20 account at roll20.net
   • Use the email and password associated with your subscription
   • If you have forgotten your password, click "Forgot your password" on the login screen
2. Navigate to your account settings
   • Click your username or avatar icon in the top right corner
   • Select "Settings" from the dropdown menu
3. Find the "Subscription" or "Billing" section
   • Scroll down to locate your current plan and renewal date
   • You will see your next billing date clearly displayed
4. Click "Cancel subscription" or "Manage subscription"
   • Roll20 may ask you why you are cancelling-this is optional feedback, not required
   • Do not skip this step; you must confirm cancellation
5. Confirm the cancellation
   • Roll20 will show you your final access date (usually the day before your next renewal)
   • Click "Yes, cancel my subscription" to finalize
6. Save or screenshot your confirmation
   • Roll20 will send you a confirmation email within minutes
   • Check your inbox (and spam folder) and save this email as proof

What to do if the cancel button does not appear

If you cannot find the cancellation option, you are likely logged into the wrong account or using a browser with cached data. Clear your browser cookies and log in again using an incognito or private browsing window.

If the cancel button still does not appear, your subscription may already be inactive or you may be on the free tier. Check your email confirmation from Roll20 to confirm your plan status. If you were charged but cannot cancel, contact Roll20's support team immediately through their help form at roll20.net/contact.

Cancelling Roll20 if you subscribed through apple app store or google play

If you signed up for Roll20 through the Apple App Store (iOS) or Google Play (Android), you must cancel through that platform, not through Roll20's website. Roll20 cannot process your cancellation directly.

Cancelling on apple app store (iOS)

1. Open the App Store app on your iPhone or iPad
   • Do not open the Roll20 app itself
2. Tap your account profile icon in the top right
   • This is the small circle with your photo or initials
3. Tap "Subscriptions"
   • You will see all active subscriptions linked to your Apple ID
4. Find and tap "Roll20"
   • Scroll down if you have multiple subscriptions
5. Tap "Cancel subscription" or "Edit"
   • Apple may show you a warning or offer a discount-ignore these and proceed
6. Confirm cancellation
   • Apple will send you a confirmation email immediately
   • Save this email as proof of cancellation

Cancelling on google play (Android)

1. Open the Google Play app on your Android device
   • Tap the profile icon in the top right corner
2. Tap "Manage your Google Account"
   • Then tap the "Subscriptions" tab
3. Find and tap "Roll20"
   • You will see your subscription status and renewal date
4. Tap "Cancel subscription"
   • Google Play will ask for confirmation
5. Confirm and save your confirmation email
   • Google sends a confirmation within minutes
   • Keep this for your records in case of disputes

Claiming a refund after you cancel Roll20

If you cancel within 14 days of purchase, you are entitled to a full refund under New Zealand consumer law. If you cancel after 14 days, your refund eligibility depends on whether the service was faulty.

Refund timeline and what to expect

Roll20 will not automatically refund you after cancellation. You must request a refund separately, and you should do so within 30 days of your original charge date to strengthen your claim.

Contact Roll20's support team through their help form (roll20.net/contact) or email [email protected]. Write a clear message including:

• Your Roll20 account email address
• The date you subscribed
• The date you cancelled
• The amount charged in NZD
• Your reason for requesting a refund (e.g., "Cancellation within 14-day cooling-off period")
• Your bank account details for the refund

Roll20 typically responds to refund requests within 5-10 business days. If they refuse, or if they do not respond within 14 days, escalate to the Commerce Commission or your bank's dispute resolution team.

If your refund is refused

If Roll20 denies your refund claim and you believe you have grounds under consumer law, file a complaint with the Commerce Commission at complaints.comcom.govt.nz. Provide your cancellation confirmation email and all correspondence with Roll20 as evidence.

Tocancel recommends also contacting your bank or card issuer and requesting a chargeback if Roll20 refuses a refund you are entitled to within 14 days of purchase. Banks take consumer protection seriously and can reverse charges on your behalf.

What happens to your Roll20 account after cancellation

Cancelling your subscription does not delete your account or campaigns. Your data remains safe and accessible.

Access and data after cancellation

After your cancellation takes effect (on your next renewal date if you cancel mid-cycle), your account downgrades to the free tier. You keep all character sheets, campaign notes, and maps you created, but you lose premium features like dynamic lighting and private vault storage.

You can log back in and access your campaigns at any time, even after cancellation. If you want to upgrade again in the future, you can resubscribe without penalty.

Downloading your data before you cancel

Although Roll20 keeps your data, Tocancel recommends exporting your character sheets and campaign notes as PDF or image files before cancellation, especially if your campaign is complete. This ensures you have a permanent backup independent of Roll20.

To export campaign data, log in to your Roll20 account, navigate to each campaign, and use your browser's print-to-PDF feature to save character sheets and campaign notes. Many players also use third-party tools to export campaign data in formats compatible with other virtual tabletop platforms.

Common mistakes to avoid when cancelling Roll20

Cancelling a subscription can feel stressful, especially if you have invested time and money into your campaigns. We see players make these mistakes repeatedly-and Tocancel is here to help you avoid them.

Mistake 1: cancelling only through the app, not your account

Deleting the Roll20 app from your phone or tablet does NOT cancel your subscription. Many players make this mistake and are surprised to see charges continue. You must cancel through Roll20's website settings or through Apple/Google Play, depending on where you subscribed.

Mistake 2: waiting too long to request a refund

Roll20 will not refund you automatically, and your right to an unconditional refund expires 14 days after purchase. If you wait three weeks to contact support, you lose your cooling-off period protection and must prove the service was faulty to get your money back.

Tocancel advises contacting Roll20 within 7 days of subscribing if you want to cancel and claim a refund without argument.

Mistake 3: not saving your cancellation confirmation

If Roll20 later claims they never received your cancellation request, or if you are charged again by mistake, you will need proof. Screenshot or save every confirmation email you receive, and keep records of the date and time you cancelled.

Mistake 4: assuming your free account is safe after cancellation

Your free Roll20 account will not be deleted after you cancel a paid subscription. However, if you abandon the account for more than 12 months without logging in, Roll20 may purge inactive accounts. Log in once every year to keep your account and data active.

Mistake 5: accepting a partial refund without checking your rights

If Roll20 offers you a 50% refund "as a courtesy" when you cancel within 14 days, they are not following the law. You are entitled to 100% of your money back within the cooling-off period. Politely refuse a partial refund and cite the Consumer Guarantees Act in your response.

How to decide whether to cancel or pause your Roll20 subscription

Before you cancel, consider whether pausing or downgrading might better suit your situation.

Preventing unwanted Roll20 charges in the future

Tocancel recommends adding a note to your calendar one week before your renewal date. This gives you time to cancel or downgrade before you are charged again.

Practical steps to stay in control

Set a calendar reminder for one week before your renewal date. Roll20 will show your renewal date in your account settings. On that date, log in and either confirm you want to continue or cancel.

If you use a credit card specifically for online subscriptions, monitor that card's statements every month. Unexpected charges are easier to dispute if you catch them within days, not weeks.

If you subscribe through Apple or Google Play, check your subscription list once per month. Both platforms send renewal notifications, but it is easy to miss them in your email inbox.

Summary: your cancellation checklist

Get expert help cancelling Roll20 with tocancel

Cancelling a subscription should never be a puzzle, and your consumer rights should never be unclear. Tocancel has helped thousands of consumers cancel Roll20 and claim refunds by walking them through their legal protections step by step.

If you are unsure about your rights under New Zealand law, or if Roll20 refuses your cancellation or refund request, Tocancel provides templates and escalation guidance to help you enforce those rights. Visit tocancel.com for more resources, or contact the Commerce Commission directly if Roll20 continues to charge you after cancellation.

Your decision to cancel Roll20 is yours alone. Tocancel is here to ensure you cancel correctly, claim the refund you are entitled to, and understand your consumer rights every step of the way. Cancel with confidence knowing that New Zealand law protects you, and Tocancel stands behind you.