Cancel Cerebral: Your Step-by-Step Guide

How to cancel your Cerebral subscription in new zealand: step-by-step guide to ending your telehealth account

What Cerebral is and why you might want to cancel

Cerebral is an online mental health platform that connects you with licensed therapists, psychiatrists, and clinicians through video visits, phone calls, and in-app messaging. The service delivers prescription management and psychiatric care without requiring you to visit a physical clinic-everything happens through your web browser or mobile app.

You subscribe to a care plan that automatically renews on your billing date each month unless you actively cancel. This is a crucial distinction: many people assume their subscription ends when they stop using the app, but Cerebral continues charging you until you formally cancel. At Tocancel, we help you understand exactly how to stop those charges and reclaim control of your billing.

Whether you're moving to a different provider, managing your budget, or simply no longer need the service, the process is straightforward-but timing matters enormously. Cancel before your next billing date, and you avoid the charge. Miss that window, and you'll need to request a refund separately, which adds friction to your exit.

How Cerebral charges and billing cycles work

When you sign up for Cerebral, the company activates automatic recurring billing on your credit card or payment method. Your subscription renews on your scheduled billing date, and you retain access to the platform until your cancellation takes effect. The critical point: cancelling your subscription stops future charges but does not automatically refund the amount you've already paid for your current billing period.

This means if you're charged on the 1st of each month and you cancel on the 15th, you've already paid for the full month-you won't see that money back unless you request a refund under consumer law or Cerebral's refund policy.

Why cancellation timing is your most important lever

Cerebral requires you to cancel at least one day (24 hours) before your next billing date to prevent the next charge from processing. If you miss this window by even a few hours, you'll be charged again, and you'll have to submit a separate refund request. This is why Tocancel emphasises acting quickly once you've decided to leave-a single missed deadline can cost you a full month's subscription fee.

Save your billing date in your phone's calendar and set a reminder three days before it. This gives you a comfortable buffer to submit your cancellation without panic.

Your legal rights as a new zealand consumer

New Zealand law gives you specific protections that apply to Cerebral, regardless of what their terms and conditions say.

The 14-day cooling-off period under the consumer guarantees act

New Zealand's Consumer Guarantees Act 1993 grants you the right to cancel a distance contract (including online services like Cerebral) within 14 days of purchase if you are a consumer, not a business. This cooling-off period is automatic-Cerebral does not need to offer it, and their website does not need to mention it. The law mandates it.

If you cancel your Cerebral subscription within 14 days of first signing up, you are entitled to a full refund of your subscription fee, no questions asked. This is your unconditional right. Use Tocancel's guidance to document your cancellation date and preserve evidence of your sign-up date so you can prove you fall within the 14-day window if Cerebral disputes your refund.

Your protection beyond 14 days: the fair trading act

Once the 14-day period expires, the Fair Trading Act 1986 and Consumer Guarantees Act protect you further. Any service Cerebral provides must be of acceptable quality, fit for the purpose you contracted it for, and delivered with reasonable care and skill. If Cerebral fails to deliver-for example, if you cannot access a clinician, the app repeatedly crashes, or the service is unavailable for extended periods-you have grounds to demand a refund or credit, even months after sign-up.

Document everything: screenshots of errors, dates and times the service was unavailable, and records of your attempts to contact support. These become vital evidence if you escalate a complaint.

What to do if Cerebral refuses your refund

If Cerebral denies your refund request, your legal position is strong. You can escalate your complaint to the Commerce Commission or seek free advice from Consumer NZ, the independent consumer advocacy agency. Both organisations take breaches of the Consumer Guarantees Act seriously and can pressure companies to comply.

Save screenshots of your account, billing records, all emails from Cerebral support, and your cancellation request. This evidence is critical-regulators need to see exactly what happened, what you asked for, and how Cerebral responded.

How to cancel Cerebral: step-by-step for each platform

Your cancellation route depends on where you originally subscribed-Cerebral's website, the Apple App Store, or Google Play each has its own process.

Cancel through cerebral's website

If you signed up directly at cerebral.com, you cancel through your account dashboard-this is the most straightforward method.

1. Visit cerebral.com and sign in with your email and password.
   • If you've forgotten your password, use the "Forgot password" link to reset it.
2. Navigate to your account settings or subscription management section.
   • Look for tabs or menu items labeled "Account," "Settings," "Profile," "Billing," or "Subscription."
   • These are usually in a dropdown menu at the top right of the page or in a left-hand sidebar.
3. Find the "Cancel Subscription," "Manage Subscription," or "Billing" option and click it.
   • You may see a list of your active subscriptions; select the one you want to cancel.
4. Read any cancellation notice Cerebral displays, then confirm your cancellation.
   • Cerebral may ask why you're cancelling-you can skip this or leave brief feedback; it does not affect your cancellation.
5. Wait for a confirmation message on screen and check your email for a cancellation confirmation.
   • Save this email-it's your proof that you cancelled and the date you cancelled.
   • Note the effective cancellation date (when access will end or next charge will be prevented).

Once you see "Your subscription has been cancelled" or similar language, your cancellation is complete. However, verify that your next billing date has been cleared by checking your billing page again after a few minutes. If your billing date is still showing, contact Cerebral support immediately.

Cancel through the apple app store

If you subscribed to Cerebral via the Apple App Store, you must cancel through your Apple ID settings, not the Cerebral app itself-Apple handles the billing, not Cerebral.

1. Open the App Store on your iPhone, iPad, or Mac.
   • Tap the account icon (your profile picture) in the top right corner.
2. Select "Subscriptions" from the menu.
   • You'll see a list of all your active app subscriptions.
3. Tap "Cerebral" (or the exact name of your Cerebral subscription).
   • If you don't see Cerebral listed, scroll down or check if you're viewing the correct account.
4. Tap "Cancel Subscription" or "Edit Subscription."
   • Follow the on-screen prompts to confirm cancellation.
5. Check your email (the one linked to your Apple ID) for a cancellation confirmation from Apple.
   • Apple sends a confirmation; save this as proof of your cancellation date.

Your Cerebral access will end on your current subscription's expiration date; you won't lose access mid-period, but you won't be charged for the next period.

Cancel through google play

If you subscribed via Google Play (Android), cancellation happens in Google Play settings, not within the Cerebral app.

1. Open the Google Play app on your Android phone or tablet.
   • Tap the profile icon in the top right corner.
2. Select "Payments and subscriptions," then "Subscriptions."
   • You'll see all active subscriptions linked to your Google account.
3. Tap "Cerebral."
   • If you have multiple Cerebral subscriptions or plans, select the one you want to cancel.
4. Tap "Cancel subscription" and confirm your choice.
   • Google may ask why you're cancelling; this is optional feedback and won't delay your cancellation.
5. Look for a confirmation screen and check your email (linked to your Google account) for a cancellation receipt.
   • Save this receipt-it proves the cancellation date and time.

Your subscription ends at the end of your current billing period; you retain access until that date but won't be charged again.

What happens immediately after you cancel

Cancelling your Cerebral subscription is final, and the emotional impact of leaving mental health support can be significant-take care of yourself during this transition.

Your access and data after cancellation

Once your subscription expires (usually at the end of your current billing period), you lose access to Cerebral's platform, messaging with clinicians, and prescription management features. However, Cerebral typically keeps your medical records for a set period (often 7 years, depending on legal requirements) and can release them to you or another provider if you request them.

Before your access ends, download or export any health records, notes from sessions, or messages you want to keep. Some platforms allow bulk export; others require you to email support. Contact Cerebral's support team now if you need to request your records.

Confirming the cancellation took effect

A few days before your original next billing date was scheduled, log back into your Cerebral account (or your payment app-App Store, Google Play, or your bank statement). Verify that no new charge has been processed. If a charge appears after you cancelled, immediately contact Cerebral support and request a refund, citing your cancellation confirmation email.

Check your bank statement or credit card statement for any unexpected charges. If Cerebral charged you after you cancelled, you have a strong refund claim-use Tocancel as a reference to understand your rights under consumer law.

Refund eligibility and how to request one

Whether you receive a refund depends on when you cancel and whether Cerebral has breached its obligations.

Refunds within 14 days of sign-up

You have an unconditional right to a full refund if you cancel within 14 days of your first subscription purchase. This is guaranteed by the Consumer Guarantees Act. To claim it, gather your sign-up confirmation email (which shows the date you subscribed) and your cancellation confirmation, then email Cerebral support. State clearly: "I am requesting a refund under the Consumer Guarantees Act 1993, as I have cancelled within 14 days of purchase."

Cerebral must process this refund within a reasonable timeframe-typically 5-10 business days.

Refunds after 14 days

If you cancel after 14 days, a refund is not automatic-but you may still be entitled to one if Cerebral has failed to deliver acceptable service. For example, if the service was unavailable for extended periods, you couldn't access a clinician despite repeated attempts, or the app crashed repeatedly, document these failures and request a refund or credit.

Email Cerebral support with specifics: dates, times, what went wrong, and screenshots. Reference the Fair Trading Act if Cerebral disputes your claim. If Cerebral refuses, you can escalate to the Commerce Commission or Consumer NZ.

Refund timeline and disputes

Cerebral should acknowledge your refund request within 3-5 business days. If you don't hear back, follow up. If Cerebral refuses without a valid reason, Tocancel recommends documenting the refusal and escalating your complaint to Consumer NZ or the Commerce Commission.

If Cerebral claims "no refund" is policy, that claim is not binding under New Zealand law-your statutory rights override their terms and conditions.

Pricing and billing details you should know

Understanding Cerebral's pricing structure helps you plan your cancellation and calculate what you're owed.

Exact pricing varies by your location in New Zealand and the specific clinician assigned. Always check your billing page in the app for your actual plan and cost before cancelling.

Common mistakes to avoid when cancelling

Cancelling a mental health service can feel urgent and stressful-slow down and follow these steps to avoid costly errors that cost you time and money.

Missing your cancellation deadline

The most common mistake is waiting until the last minute. If your billing date is the 15th and you cancel on the 15th, you'll likely still be charged because you missed the 24-hour notice period. Cancel at least three days early. Use Tocancel's checklist below to stay on track.

Cancelling in the app instead of through the payment platform

If you subscribed via the Apple App Store or Google Play, deleting the Cerebral app or cancelling within the Cerebral app itself does not stop the subscription. You must cancel through Apple or Google. Many users make this mistake and wonder why they're still being charged.

Not saving your cancellation confirmation

If a dispute arises later, your cancellation confirmation email is your proof. Screenshot it, forward it to yourself, or save it in a folder. Without this, you have no evidence of when you cancelled-and proving your case becomes much harder.

Assuming access ends immediately

When you cancel, your access usually extends until the end of your current billing period. You don't lose access instantly-you keep it through the paid period, then it ends. Plan accordingly if you need records or need to wrap up ongoing conversations with your clinician.

Forgetting to request medical records

Once your account is closed, retrieving records becomes more difficult. Before access expires, email support and request a copy of your medical records or ask that they be transferred to a new provider. Save everything to your computer.

After cancellation: next steps and final checklist

Cancelling is just the first step-use this checklist to ensure a clean break and protect yourself if issues arise later.

• Save all confirmation emails: Cancellation confirmation, refund confirmation (if applicable), and any correspondence with Cerebral support. Store these in a dedicated folder.
• Monitor your bank statement: Check for the next 2-3 billing cycles to confirm no additional charges appear. If a charge does appear, contact Cerebral and your bank immediately.
• Request medical records: Before access expires, email Cerebral and request a copy of your health records for your own archives or to share with a new provider.
• If a refund was promised, track it: Note the date you requested it and the date it should arrive (usually 5-10 business days). If it doesn't appear, follow up.
• If Cerebral refuses a refund you're entitled to, escalate: Contact the Commerce Commission or Consumer NZ with all documentation. Tocancel can help you understand your rights if this happens.
• Plan your next mental health support: If you're leaving Cerebral for another service, research alternatives and sign up with clear billing information to avoid future surprises.

How to contact Cerebral for cancellation disputes or refunds

If Cerebral refuses your cancellation or refund request, use this mailing address from their official Terms and Conditions to escalate your dispute.

Cerebral mailing address for disputes and cancellation issues:

Cerebral, Inc.
Attn: Legal Department
San Francisco, CA 94103
USA

Send a registered or tracked letter (or email, if Cerebral provides an email address for legal inquiries) setting out:

• Your full name and account email
• Your subscription plan and billing dates
• The date you cancelled
• Whether you are requesting a refund and why (within 14 days, or service failure)
• Copies of your cancellation confirmation and any supporting evidence
• A clear statement of what you expect (refund amount, date, or alternative resolution)
• A deadline for Cerebral to respond (give them 14 days)

Keep a copy of everything you send. If Cerebral does not respond or refuses unreasonably, file a complaint with the Commerce Commission (comcom.govt.nz) or contact Consumer NZ (consumernz.org.nz) for free advice on your next steps.

Key takeaway: you have the power to cancel

Cancelling your Cerebral subscription is your right, and New Zealand law protects you at every step. Whether you're within the 14-day cooling-off period or beyond it, you have levers to pull-and if Cerebral resists, regulators like the Commerce Commission and Consumer NZ stand behind you. Act quickly to meet the 24-hour deadline before your billing date, document everything, and don't hesitate to escalate if Cerebral refuses a refund you're entitled to.

Tocancel has helped thousands of consumers cancel unwanted subscriptions, reclaim refunds, and understand their legal rights. Use Tocancel as your reference point if Cerebral disputes your claim-our guides are grounded in New Zealand consumer law and are designed to empower you, not the company. Cancel with confidence, and take back control of your billing.