Cancel Found: The Right Way to Protect Your Refund

How to cancel Found in new zealand and protect your refund

What is Found

Found is a subscription-based financial wellness platform designed to help you track expenses, manage invoicing, and take control of your money through tiered membership plans. If you've signed up for Found in New Zealand, you have specific consumer rights under New Zealand law, and knowing them upfront can save you money and frustration. This section explains what Found offers and where to find the terms that protect your cancellation and refund entitlements.

Service overview and subscription tiers

Found operates two main subscription plans: CORE and PLUS. Both tiers give you access to the Found app, where you can track spending, manage invoices, monitor business finances, and access financial wellness features. You manage your subscription directly through the Found app or through the app store where you originally purchased it-Apple App Store or Google Play. The key difference between plans is the depth of features and support available to you.

Where found's terms are published

Found publishes its cancellation, refund, and billing terms in its terms and conditions and offer documents on its website. Before you cancel, take 5 minutes to review these documents-they define exactly what you're entitled to and what you're not. Understanding these terms is your first line of defence if a dispute arises after you cancel, and Tocancel recommends you screenshot or download a copy for your records.

Why you might want to cancel Found

Your reasons for cancelling are valid, whether financial or practical. This section helps you think through whether cancellation is right for you and what alternatives exist.

Common reasons for cancellation

People cancel Found for many reasons: switching to a competitor's platform, discovering the interface doesn't fit their workflow, facing unexpectedly high renewal charges, or simply realising they don't use the service enough to justify the cost. Whatever your reason, you have the right to cancel, and Tocancel empowers you to exit cleanly and on your terms. Your financial needs change over time, and that's completely normal.

Should you cancel or downgrade

Before you commit to cancelling, ask yourself: Are you cancelling because you genuinely don't need Found, or because you're frustrated with one feature or the cost? If cost is the issue, Found's CORE plan may suit you better than PLUS, and downgrading preserves your account history while reducing your outlay. Check Found's app settings or contact support to confirm whether a downgrade option exists for your plan. If you're within the first 3 days of purchase, you may also be protected by a refund window-verify this in Found's refund policy before you proceed.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act and Fair Trading Act protect your right to cancel subscriptions and claim refunds in specific circumstances. Understanding these rights means you can enforce them confidently if Found refuses to cooperate.

Consumer guarantees act protections

Under the Consumer Guarantees Act 1993, goods and services supplied to you must be of acceptable quality, fit for purpose, and delivered within a reasonable time. If Found fails to deliver on these guarantees-for example, if the service is persistently unavailable, doesn't function as described, or misleads you about its features-you have the right to cancel and claim a full refund. This protection applies regardless of what Found's terms say; consumer law overrides contractual terms that try to remove your statutory rights. Your legal position is clear: if Found breaches the Consumer Guarantees Act, you can demand your money back.

Cooling-off period and early cancellation

If you signed up for Found online or by distance (not in person), you may have a 14-day cooling-off period during which you can cancel for any reason and receive a full refund. This right exists under the Consumer Protection (Distance Transactions) Regulations 2001. Once this period expires, cancellation becomes subject to Found's stated terms-though you can still cancel at any time, you may not qualify for a refund. Check Found's terms to confirm whether they honour a cooling-off period, and if you're within 14 days, exercise this right immediately to avoid losing it.

Unfair contract terms

The Consumer Guarantees Act also protects you against unfair contract terms. If Found's cancellation terms are unreasonably restrictive-for example, charging a large exit fee or making it impossible to cancel-you may challenge them. The Fair Trading Commission (FTC) enforces these protections. If Found refuses to honour your cancellation rights, Tocancel recommends documenting the refusal and escalating to the FTC; your case will carry legal weight.

How to cancel Found via the app

The most straightforward cancellation method in New Zealand is through the Found app itself. This section walks you through the exact steps so you don't get stuck.

Step-by-step app cancellation

1. Open the Found app on your phone or tablet.
   • Make sure you're logged into the account you want to cancel.
   • If you're logged into the wrong account, log out and log back in as the correct user.
2. Navigate to your account settings or profile menu.
   • Look for a menu icon (three horizontal lines) or a profile icon, usually in the bottom right corner or top left.
   • Tap on Account, Settings, Your Profile, or a similar label-the exact wording varies by app version.
3. Find and tap the option to cancel, pause, or manage your subscription.
   • Scroll down through your settings if you don't see it immediately.
   • You may see options like "Cancel Membership," "Cancel Subscription," or "Manage Plan"-tap the cancellation option.
   • If you see "Pause Subscription" instead, consider pausing first if you want to preserve your account without committing to full cancellation.
4. Read any final messages, surveys, or retention offers and confirm your cancellation.
   • Found may display a survey asking why you're leaving. You don't have to answer, but your feedback helps them improve.
   • Do not close the app or press the back button during this step-wait for a confirmation message or screen to appear.
   • If Found offers a discount or pause option as a retention measure, take a screenshot if you're interested, but proceed with cancellation if you've made your decision.
5. Wait for a confirmation notification or email.
   • Cancellation typically processes within 24 to 36 hours, depending on your plan type.
   • Take a screenshot of any confirmation screen and save any confirmation email in a dedicated folder for your records.
   • This evidence is invaluable if you need to dispute a charge later.
6. Verify no new charge appears on your next billing date.
   • Check your bank statement or credit card statement 2 to 3 days after your renewal date passes.
   • If you're charged after cancellation, escalate immediately by contacting Found support and referencing your cancellation confirmation.
   • If Found doesn't refund within 5 business days, Tocancel advises you to file a complaint with the Financial Markets Authority (FMA) or your bank's disputes team.

What to do if the app cancellation option is missing

If you cannot find a cancellation option in the Found app, contact Found's support team directly via email or in-app chat. Request written confirmation that your cancellation request was received and processed. If Found doesn't respond within 2 business days, escalate by sending a formal cancellation request to their email address, keeping a copy for your records. Tocancel recommends sending cancellation requests via email rather than chat so you have documented proof of your request.

Cancellation via app store (Apple and google play)

If you subscribed to Found through Apple App Store or Google Play rather than directly through the Found app, you can also cancel through your app store account. This method works alongside app-based cancellation and provides an alternative route if you encounter problems.

Cancelling through apple app store

1. Open the Apple App Store app on your iPhone or iPad.
2. Tap on your profile icon in the top right corner.
3. Select "Subscriptions."
4. Find and tap "Found."
5. Tap "Cancel Subscription" and follow the prompts.
6. Save any confirmation screen as proof of cancellation.

Cancelling through google play

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right corner.
3. Select "Payments and subscriptions," then "Subscriptions."
4. Find and tap "Found."
5. Tap "Cancel subscription" and follow the prompts.
6. Save any confirmation screen as proof of cancellation.

Refunds and timing

Understanding Found's refund policy and timing ensures you know exactly what to expect after you cancel. This section clarifies your entitlements and the practical timeline.

When you're entitled to a refund

You're entitled to a refund if you cancel within the cooling-off period (typically 14 days from purchase if you bought online), or if Found breaches the Consumer Guarantees Act by failing to deliver the service as described. If you cancel outside the cooling-off period, Found's terms usually make cancellation final without a refund-however, Tocancel advises reviewing Found's specific terms because some subscriptions offer pro-rata refunds for unused portions of the month. Check your confirmation email or Found's terms page for the exact refund policy that applies to your plan.

Refund processing timeline

If you're entitled to a refund, Found typically processes it within 5 to 10 business days after your cancellation is confirmed. The refund is credited to the original payment method-your bank account or credit card. Check your bank statement starting 3 business days after cancellation to confirm the refund appears. If the refund doesn't appear within 10 business days, contact Found support immediately and ask for a refund status update with a reference number. If Found doesn't respond or refuses the refund, escalate to your bank's disputes team or the FMA.

Pricing and plan comparison

This table shows Found's subscription plans so you can decide whether to cancel, downgrade, or stay. Prices and features may change, so verify current pricing on Found's website before making your decision.

Common mistakes when cancelling Found

Cancelling a subscription feels straightforward, but small oversights can cause problems. This section highlights the most common traps so you avoid them.

Not confirming cancellation in writing

Many people assume cancellation is complete once they tap a button in the app-but without written confirmation, you have no proof if Found continues to charge you. Always wait for a confirmation email or screenshot confirmation before considering cancellation complete. If Found doesn't send an email, contact support and request written confirmation of your cancellation date and final billing date. This evidence protects you if a dispute arises later.

Forgetting to check your final bill

After you cancel, Found should not charge you on the next billing date. However, system errors and delays do happen. Check your bank statement 2 to 3 days after your renewal date to confirm you haven't been charged. If you are charged after cancellation, contact Found immediately with your cancellation confirmation as proof, and ask for an immediate refund. If Found refuses, file a dispute with your bank or the FMA.

Cancelling during a billing cycle without understanding pro-rata refunds

Some subscriptions charge you upfront for the month and issue pro-rata refunds if you cancel mid-cycle. Others charge you at the end of the month for usage and don't issue refunds for unused time. Check Found's terms to understand which model applies to you. If you cancel on day 15 of a 30-day billing cycle, Found may refund you for the remaining 15 days-or it may not. Knowing this upfront prevents disappointment.

Losing access before saving important data

Once you cancel Found, you may lose access to your financial history, invoices, and reports stored in the app. Before you cancel, export or screenshot any important financial data, invoices, or reports you need to keep. Contact Found support if you're unsure how to export your data, and ask for help retrieving your records before your cancellation takes effect.

What to do after you cancel Found

Cancelling is only the first step. This section ensures you've fully disconnected from Found and protected yourself from unexpected charges.

Verify cancellation within 48 hours

Within 2 business days of cancelling, check your email for a cancellation confirmation from Found. If you don't receive one, log back into the Found app and check your account status-it should show "Cancelled" or "No active subscription." If you see any payment method or billing information still linked to Found, remove it immediately by going to Account Settings and disconnecting your payment method. This prevents accidental re-subscription if Found accidentally re-enables your account.

Monitor your bank statement

For the next 3 billing cycles, monitor your bank statement closely. Check your credit card or bank account 2 to 3 days after each of your old renewal dates to confirm Found no longer charges you. If you spot a charge after cancellation, screenshot it immediately and contact Found support with the charge date and your cancellation confirmation. If Found doesn't refund within 5 business days, escalate to your bank's disputes team or the Financial Markets Authority.

Request your data (optional)

Under New Zealand's Privacy Act 2020, you have the right to request a copy of any personal data Found holds about you. If you want your financial records, contact Found and ask for a data access request. Found must respond within 20 working days. This is useful if you need your transaction history for tax purposes or business records after you cancel.

If Found refuses to cancel or refund

Most cancellations go smoothly, but if Found refuses your cancellation request or delays processing your refund, you have formal remedies. This section shows you how to escalate.

Document everything

Save all evidence of your cancellation attempt: emails to Found support, screenshots of cancellation screens, confirmation messages, and your bank statements showing continued charges. This documentation is essential if you need to escalate your complaint. Tocancel recommends storing this evidence in a dedicated folder with dated filenames so it's easy to reference later.

Escalate to Found directly

If Found's app support is unresponsive, send a formal cancellation request to Found's email support address. State your request clearly: "I request immediate cancellation of my Found subscription effective [date], and a full refund of [amount] charged on [date]. Please confirm receipt of this request within 2 business days." Keep a copy of this email for your records. Found must respond within a reasonable timeframe, typically 5 business days.

File a complaint with the financial markets authority

If Found ignores your cancellation request or refuses to refund you after 10 business days, file a complaint with the Financial Markets Authority (FMA). The FMA investigates complaints about financial service providers, including subscription services. You can lodge a complaint online at fma.govt.nz or by phone. Include your evidence: email correspondence, screenshots, and bank statements. The FMA will investigate at no cost to you and can compel Found to refund you if they find a breach.

Dispute the charge with your bank

If Found continues to charge you after cancellation, contact your bank and request a chargeback or dispute resolution. Provide your bank with your cancellation confirmation and the unauthorised charges as evidence. Your bank can reverse the charge within 20 working days if the evidence supports you. Tocancel advises doing this in parallel with your FMA complaint for faster resolution.

Alternatives to cancellation

Before you cancel Found, consider whether a temporary pause or downgrade might better suit your situation. This section shows you alternatives that preserve your account and data.

Pause your subscription

Some subscriptions allow you to pause rather than cancel permanently. If Found offers a pause option, you can suspend your subscription for 1 to 3 months without losing your account history or data. This is useful if you're temporarily tight on budget but expect to return to Found later. Check Found's app settings for a "Pause Subscription" option, or contact support to ask whether pausing is available on your plan. Pausing is usually free and can be done within the app in seconds.

Downgrade to a lower-cost plan

If you're unhappy with PLUS but still value Found's basic features, downgrade to CORE instead of cancelling. CORE costs $9.99 per month instead of $19.99, cutting your expense by 50%. You retain all your account data and transaction history. To downgrade, go to Account Settings, select your current plan, and choose "Downgrade to CORE." This option is often available immediately in the app.

Tocancel's checklist for cancelling Found

Use this checklist to ensure you've completed every step and protected yourself from post-cancellation issues.

Key takeaways

Cancelling Found in New Zealand is straightforward if you follow the right steps and know your consumer rights. You can cancel through the Found app in minutes by navigating to Account Settings and tapping "Cancel Subscription," or through Apple App Store or Google Play. Always screenshot your confirmation and verify no charge appears on your next billing date. If you're within 14 days of purchase, you're protected by the cooling-off period and entitled to a full refund. If Found refuses to cancel or continues charging you after cancellation, the Consumer Guarantees Act and Fair Trading Act protect you-escalate to the Financial Markets Authority if needed. Before you cancel, consider whether downgrading to a lower plan or pausing your subscription might work better for your situation. Tocancel has helped thousands of consumers cancel subscriptions cleanly and reclaim their money by knowing their rights and taking confident action. Visit Tocancel.com today for guides on cancelling hundreds of other services in New Zealand, and take control of your subscriptions.