Cancel Burst Health: The Right Way to Exit Safely

How to cancel Burst Health in new zealand: your complete guide to exiting safely

Why Burst Health may no longer be right for you

Burst Health operated as an online telehealth and medication delivery service, offering convenience and discreet home delivery to Australian and New Zealand customers. However, the service exited the New Zealand market in 2026 following a regulatory warning from Medsafe, the country's medicines authority. If you are still subscribed, you may want to cancel and transition to a local alternative provider that remains compliant with New Zealand health regulations.

Cancelling a health service carries real weight. You may feel uncertain about what happens to your medical records, whether you will be charged after you leave, or how to protect yourself if something goes wrong. Tocancel exists to walk you through every step, your legal rights, and the practical actions that will protect you.

What happened to Burst Health in new zealand

In 2026, Burst Health made the decision to exit the New Zealand market following a warning from Medsafe. This means the company no longer accepts new patients from New Zealand, and there is no New Zealand-specific customer support or pricing structure available. If you signed up before the market exit, your account may still be active, but you should confirm your subscription status and plan your cancellation carefully.

Why cancelling now protects you

Continuing a subscription with a service that no longer operates in your jurisdiction creates three real risks: unexpected billing from an Australian entity, difficulty accessing customer support if something goes wrong, and unclear data handling when the company eventually winds down its international operations. Cancelling immediately eliminates these risks and allows you to transition to a compliant New Zealand telehealth provider with local regulatory oversight.

Your consumer rights and what they mean for you

As a New Zealand consumer, you have specific legal protections even when cancelling a service that has exited your market.

The consumer guarantees act protects your cancellation

New Zealand's Consumer Guarantees Act 1993 guarantees that services must be of acceptable quality and delivered within a reasonable timeframe. When a company exits a market without clear cancellation support, you have the right to cancel without penalty. Your legal position is straightforward: if Burst Health no longer operates in New Zealand and cannot provide the service you paid for, you are entitled to cancel and, if applicable, seek a refund for any unused portion of your subscription.

Commerce Commission New Zealand is the government body responsible for enforcing consumer rights. If Burst Health refuses to process your cancellation or continue billing you after you have attempted to cancel, you can lodge a complaint with the Commerce Commission at www.comcom.govt.nz. This is your enforcement lever if the company does not cooperate.

Your right to clear cancellation terms

Any legitimate service must provide you with clear, accessible cancellation terms before you pay. Even if Burst Health's cancellation page is unclear, you retain the right to cancel without unreasonable barriers. Tocancel recommends documenting every step of your cancellation attempt, as this evidence strengthens your position if you need to escalate to the Commerce Commission.

How to cancel Burst Health step by step

Burst Health allows you to manage your subscription directly through your online account with no lock-in contracts or hidden exit fees. Follow these steps to cancel safely and keep proof of your action.

Cancelling via the Burst Health website or app

1. Sign in to your Burst Health account using your email address and password.
   • If you have forgotten your password, use the "Forgot password" link and follow the email reset instructions.
   • If you cannot log in, contact Burst Health support before proceeding further.
2. Locate the "Manage subscription" or "My subscriptions" section in your account dashboard.
   • This is typically found in settings, account management, or a dedicated billing section.
   • If you see multiple subscriptions, identify which one covers your regular service.
3. Select the subscription you wish to cancel.
   • Review the cancellation date and any pending orders before confirming.
   • Note whether you are pausing (temporary) or cancelling (permanent). Select "Cancel" for a permanent exit.
4. Choose "Cancel" and follow any on-screen confirmation prompts.
   • The system may ask why you are leaving. You can skip this or provide feedback.
   • Some companies offer a discount to stay. Only accept if you genuinely want to continue.
5. Take a screenshot or download a PDF confirmation of your cancellation.
   • Pro tip: Save this with today's date in the filename so you can find it later if needed.
   • Write down the cancellation date, reference number, and the timestamp from your screen.
6. Check your email for a cancellation confirmation message from Burst Health.
   • If you do not receive an email within 24 hours, log back in to confirm the cancellation went through.
   • Warning: Do not assume you have cancelled until you receive written confirmation.

If you cannot access your account

Contact Burst Health support directly through their website contact form or reply to your most recent account email. Given that Burst Health has exited the New Zealand market, you may experience delays in customer support response. If you do not receive a reply within 5 working days, document your contact attempt and move to the refund and escalation section below.

What happens after you cancel

Cancellation does not happen automatically the moment you submit your request. Understanding the timeline protects you from unexpected charges.

The cancellation timeline and what to expect

After you submit your cancellation request, Burst Health typically processes it within 2 to 5 working days. Your subscription should end at the end of your current billing cycle (for example, if you paid on 15 January, your last charge will be on 15 February, and your account will close after that date). Do not assume your cancellation is final until you see the confirmation email in your inbox.

Monitor your bank account or credit card statement for 30 days after cancellation. If Burst Health charges you after your cancellation date, you have evidence of unauthorised billing and can take action through the Commerce Commission or your bank.

What happens to your medical records

Burst Health holds your personal health information and medical history. When you cancel, your records remain in the company's custody unless you request deletion or transfer. You have the right to request a copy of your medical records under New Zealand privacy law (Privacy Act 2020). Contact Burst Health support and ask for your complete health file in writing. This request must be honoured within 20 working days. Keep a copy for your own records and provide it to your new telehealth provider to ensure continuity of care.

Refunds and financial protection

Whether you receive a refund depends on when you cancel and what charges are pending.

When you are entitled to a refund

If you cancel before the end of your billing cycle, you are entitled to a refund for any unused portion of your subscription, unless Burst Health's terms explicitly state otherwise. For example, if you paid NZD $120 for a 30-day subscription and cancel on day 15, you should receive approximately NZD $60 back (though some providers deduct a small processing fee). Request this refund in writing when you cancel, and keep a copy of your request.

If Burst Health continues to bill you after your cancellation date, you can dispute the charge with your bank or credit card company. Contact your financial institution and request a chargeback, providing them with your cancellation confirmation email and bank statements showing unauthorised charges. This is a powerful consumer protection that your bank is required to support.

Refund timeline and expectations

Legitimate refunds are processed within 5 to 10 working days of approval. Burst Health may refund to the original payment method (your credit or debit card) or issue a bank transfer to your account. Monitor your account for the refund and follow up if it does not arrive within 14 days.

Common mistakes to avoid when cancelling

Cancelling a health service is stressful, and it is easy to rush through the process in a way that leaves you vulnerable. Here are the traps Tocancel sees most often.

Mistake 1: not keeping proof of cancellation

If you do not save a screenshot, download a PDF, or note the confirmation reference number, you have no evidence that you cancelled. If Burst Health later claims they never received your request, you are at a disadvantage. Save everything. Create a folder on your computer or phone called "Burst Health Cancellation" and store every piece of evidence there, dated and timestamped.

Mistake 2: assuming no news is good news

Many consumers cancel, see no charge for a month, and assume it worked. Then a charge appears two months later. Do not rely on silence. Log back into your account one week after cancellation and confirm the subscription status shows "Cancelled" or "Inactive". Check your bank statement for unexpected charges every month for three months after cancellation.

Mistake 3: cancelling only on the app, not in writing

Cancellation via the app is quick, but written cancellation (email) creates a clear record. After you cancel online, send a follow-up email to Burst Health support with the subject line "Cancellation Confirmation Request - [Your Account Email]". Include your cancellation date and reference number. This creates a paper trail that protects you if the company later disputes your cancellation.

Mistake 4: ignoring the billing cycle

If you cancel mid-cycle, you may still be charged for the full month. Understand when your billing cycle ends before you cancel. If possible, time your cancellation for just after a charge has posted, so your next charge is the final one and you can then monitor whether it appears.

After your cancellation: what to do next

Cancelling Burst Health is the first step. Protecting yourself afterward is the second.

Transition to a compliant new zealand telehealth provider

New Zealand has several regulated telehealth services that remain fully compliant with Medsafe and the Health and Disability Commissioner. Research alternatives such as Medify, GP2U, or your local general practice that offers online consultations. These providers are subject to New Zealand regulatory oversight and hold your records securely within New Zealand jurisdiction. When you sign up with a new provider, request that they contact Burst Health directly for your medical records transfer (this speeds up the process and ensures continuity of care).

Request your data deletion or transfer

Under the Privacy Act 2020, you have the right to know what personal data Burst Health holds about you, and to request deletion or transfer of that data. Send a written privacy request to Burst Health's support email asking for a complete copy of your personal health information. This must include your medical history, prescriptions, consultations, and any other records linked to your account. Keep this file in your own secure location (encrypted USB or password-protected cloud storage). Do not rely on Burst Health to keep this data safe once you have cancelled.

Monitor your credit file

If Burst Health attempted to pursue an unpaid balance after you cancelled (which should not happen, but is possible), they may have reported it to a credit bureau. Check your credit file free of charge at Equifax (www.equifax.co.nz) or Centrix (www.centrix.co.nz). If an inaccurate debt appears, dispute it immediately and provide your cancellation confirmation as evidence.

Escalation: what to do if Burst Health refuses to cancel

If you have followed the steps above and Burst Health refuses to process your cancellation or continues to charge you, you have legal remedies.

Document everything and escalate to the commerce commission

Gather all evidence: your cancellation request, the confirmation (or lack thereof), screenshots of your account, bank statements showing charges after your cancellation date, and copies of emails to Burst Health support. Visit www.comcom.govt.nz and file a complaint against Burst Health for unfair contract terms, misleading cancellation practices, or continued billing after cancellation. The Commerce Commission can investigate and take enforcement action, including forcing a refund.

Tocancel recommends filing your complaint as soon as you realise there is a problem, not months later. Fresh evidence and recent dates carry more weight with regulators.

Contact your bank or payment provider

If Burst Health has charged you unauthorised amounts after cancellation, contact your bank or credit card issuer immediately. Explain that you cancelled your subscription but were charged anyway. Request a chargeback (reversal of the charge). Your bank is required to investigate within 10 working days and either reverse the charge or explain why they cannot. If the bank refuses, escalate to the Financial Markets Authority (FMA) at www.fma.govt.nz.

Checklist: your cancellation action plan

Use this checklist to ensure you have completed every step to protect yourself.

Why tocancel exists to help you cancel

Cancelling services should be simple. It should not require a guide, or your knowledge of consumer law, or evidence-gathering. Yet companies like Burst Health, which exit markets without clear cancellation support, create exactly this problem. Tocancel has helped thousands of consumers navigate unclear cancellation processes, fight unexpected charges, and understand their legal rights. Whether you are cancelling Burst Health or another service, Tocancel is here to empower you with clear steps, your legal protections, and the confidence to take action.

Contact information for Burst Health

Burst Health has exited the New Zealand market and does not maintain a New Zealand customer support address. If you need to contact the company, use their Australian business address below:

Given Burst Health's exit from the New Zealand market, your strongest position is to document your cancellation attempt, escalate to the Commerce Commission if the company does not respond, and transition to a locally regulated telehealth provider. Tocancel recommends prioritising your cancellation today so you avoid further unexpected charges and protect your health data. Your consumer rights are clear, your remedies are real, and you can cancel with confidence.