Cancel Hims: The Right Way to Protect Your Rights

How to cancel your Hims subscription in new zealand and protect your rights

Understanding Hims and why you might want to cancel

Hims is an online telehealth service that delivers prescription medications, over-the-counter products, and remote medical consultations directly to your home in New Zealand. You complete an online health assessment or video consultation with a clinician, and if appropriate, Hims supplies your prescribed treatments on either a subscription or one-off basis.

The service operates through a website and mobile app, making it convenient for men's and women's health needs ranging from sexual health to hair loss treatments and weight-management medications. However, like many subscription services, Hims auto-renews unless you actively cancel before the renewal window closes.

Circumstances change, and so do your health needs. You may have resolved your health concern, experienced side effects, found a more affordable alternative through your GP, or simply want to pause your subscription temporarily. Tocancel has helped thousands of New Zealand consumers navigate telehealth cancellations with confidence. Whatever your reason, you deserve a straightforward cancellation process, and Tocancel is here to guide you through it step-by-step.

How Hims subscriptions work

When you sign up with Hims, your subscription renews automatically on a set schedule unless you cancel. Critically, Hims requires you to cancel at least 48 hours before your next order processing date to prevent the renewal charge. If cancellation happens after the processing window opens, your order will continue as scheduled.

This automatic renewal model is standard in telehealth, but it also means you must act proactively to stop charges. We recommend marking your renewal date in your calendar and cancelling several days early to avoid any processing delays or unexpected billing.

Common reasons to cancel Hims

You might cancel because your condition has improved, your medication prescription has changed, you have switched to a local pharmacy or GP prescription, you want to try a different service, the cost no longer fits your budget, or you have experienced unwanted side effects. Whatever your reason, your decision is valid. Tocancel recognises that your health circumstances and financial situation are personal, and cancellation is always your right.

Your consumer rights when cancelling Hims in new zealand

New Zealand consumer law protects you when using digital health services like Hims, even though the company operates internationally.

The consumer guarantees act and your protection

Under the Consumer Guarantees Act (CGA), any service supplied in trade in New Zealand must be provided with reasonable care and skill, be fit for purpose, and be delivered within a reasonable time. This applies to Hims' telehealth consultations and medication delivery services.

Your legal position is straightforward: if Hims has provided a faulty service (for example, a consultation clinician ignores your stated allergies, or medications arrive damaged), you have the right to request remedies. These include repair, replacement, cancellation of the contract, and a full or partial refund. The CGA is a powerful lever if Hims has failed to deliver what you paid for.

What new zealand law does not cover

New Zealand does not provide an automatic cooling-off period (like the 14-day right available in some EU countries) for digital health subscriptions. This means once you have received and accessed the telehealth service, you cannot simply change your mind and demand a refund under consumer cooling-off rules.

However, if you believe Hims has breached the CGA or misrepresented its service, you can escalate your complaint to the Disputes Tribunal or the Commerce Commission. Tocancel has documented cases where New Zealand consumers successfully recovered funds by citing the CGA when companies refused reasonable cancellation requests. Your remedy depends on the circumstances of your complaint.

Hims subscription pricing and plans in new zealand

Understanding what you pay helps you decide whether to stay or cancel.

If costs have become unmanageable or you have found a cheaper option, that is a valid reason to cancel. Review your past invoices to confirm what you have been charged, and note the next renewal date before you proceed.

Step-by-step guide to cancelling your Hims subscription

You have two main ways to cancel your Hims subscription: via the website or through the mobile app. Both methods are equally valid, and you should receive confirmation within 24 hours.

Method 1: cancel via the Hims website

1. Log in to your Hims account at hims.com
   • Use your email address and password
   • If you have forgotten your password, click "Forgot password?" and follow the reset instructions sent to your email
2. Navigate to your account settings or subscription dashboard
   • Look for "My Account," "Subscriptions," or "Orders" in the main menu
   • You should see a list of all active subscriptions
3. Select the subscription you wish to cancel
   • Click on the subscription name or "Manage" button
   • Review the renewal date and medication details
4. Click "Cancel subscription" or "Pause subscription"
   • Hims may offer a pause option (typically 1-3 months) before permanent cancellation
   • Choose "Cancel" if you do not want to resume
5. Confirm the cancellation in the pop-up window
   • Hims may ask why you are cancelling; this feedback is optional
   • Click the final "Confirm cancellation" button
6. Save or screenshot your cancellation confirmation
   • You should receive an on-screen confirmation message with a cancellation date
   • Check your email for a confirmation email within 24 hours

Method 2: cancel via the Hims mobile app

1. Open the Hims app on your iOS or Android device
   • Ensure you are logged into your account
   • If you are not logged in, enter your email and password
2. Tap the account icon or menu button (usually bottom right or top left)
   • Look for "Profile," "Account," or a three-line hamburger menu
3. Select "Subscriptions" or "My medications"
   • You will see all active orders and subscriptions
4. Tap the subscription you want to cancel
   • View the renewal date and medication details
5. Tap "Cancel subscription" or "Manage subscription"
   • The app may offer pause or cancel options
   • Select "Cancel" to proceed
6. Confirm your cancellation
   • Tap "Confirm" when prompted
   • Wait for the on-screen confirmation message
7. Take a screenshot of your cancellation confirmation
   • Email yourself the screenshot as a backup record
   • You should also receive an email confirmation within 24 hours

Method 3: cancel by post (if online methods fail)

If you cannot cancel through the website or app, or if your cancellation request is not processed, you can send a written cancellation notice to Hims via post. Tocancel recommends this method as a documented backup if you do not receive confirmation within 48 hours of your online attempt.

Send your letter to the following address, using registered or tracked mail:

Hims (International Cancellations)
2261 Market Street, Suite 200
San Francisco, CA 94114
United States of America

Include the following details in your letter:

• Your full name as it appears on your Hims account
• Your email address registered with Hims
• Your account number (found on your invoice or account dashboard)
• The date of this letter
• A clear statement: "I hereby request the immediate cancellation of my Hims subscription effective today"
• The next scheduled renewal date (if known)
• Your current address in New Zealand

Keep a copy of your letter and proof of postage. This written record strengthens your position if you later dispute a charge with your bank or card issuer.

Refunds and what happens after you cancel

Cancellation and refunds operate under different rules, and it is important to understand the distinction.

What you should expect after cancellation

When you cancel your Hims subscription, the following occurs:

• Your subscription stops immediately or on the cancellation date you select
• You will not be charged on your next renewal date
• Any pending orders that have already been processed may still be delivered, depending on the shipment stage
• You retain access to your medical records and past consultation notes for at least 12 months
• You can reactivate your subscription at any time by logging back in and selecting "Reactivate" (this does not require a new consultation if less than 12 months have passed)

Will you receive a refund?

Refunds depend on your specific situation. Tocancel explains the key scenarios:

• You cancel before the renewal date and before payment is processed: You will not be charged, so no refund is needed
• You cancel after the renewal charge has posted: You may be eligible for a refund if you cancel within 7 days of the charge and the order has not been dispatched. Contact Hims customer support in writing with your cancellation request and invoice number
• The service was faulty or unfit for purpose: Under the Consumer Guarantees Act, you have the right to request a full or partial refund. This requires you to demonstrate the breach and contact the Commerce Commission if Hims refuses
• You received unwanted side effects: This is a medical matter, not a consumer law matter. Consult your GP immediately. Once you have medical advice, you can request a refund based on the fact that the medication was not suitable for you personally

How to request a refund from Hims

Email Hims customer support with the following:

• Your account email address
• Your account number
• The date of the charge you dispute
• The reason for the refund request (e.g., "cancelled within 7 days before dispatch," "faulty service," "medication unsuitable due to side effects")
• Your request for confirmation of refund status within 5 business days

If Hims refuses a refund that you believe you are entitled to under the Consumer Guarantees Act, escalate your complaint to the Commerce Commission at www.comcom.govt.nz. You can also dispute the charge with your bank or card issuer as a backup step.

Common mistakes to avoid when cancelling Hims

Many New Zealand consumers rush the cancellation process and end up charged again despite believing they have cancelled. Your time and money matter, so avoid these pitfalls.

Mistake 1: cancelling without confirmation

Do not assume your cancellation is complete until you receive written confirmation. Screenshot every on-screen confirmation message and save the confirmation email. If you do not receive an email within 24 hours, log back in and verify that your subscription shows as "Cancelled" or "Inactive." If it still shows as active, contact Hims support immediately.

Mistake 2: missing the 48-hour cancellation window

Hims processes orders 48 hours before your renewal date. If you cancel after this window opens, your order will go through. Mark your renewal date on your calendar and set a reminder for 3 days before to ensure you cancel in time. Tocancel recommends cancelling at least one week early to account for any processing delays.

Mistake 3: assuming you can cancel via customer support chat alone

While chat support is helpful for questions, always cancel through the website or app to generate a documented record. Chat logs disappear, but subscription records in your account are permanent and traceable. If you must cancel via chat, immediately follow up with a written email to Hims support confirming the cancellation request.

Mistake 4: not checking for bundled or add-on subscriptions

Hims often sells add-on services (hair loss treatments, weight management, skincare) as separate subscriptions. You must cancel each subscription individually. Log into your account and check the "Subscriptions" or "Active orders" section carefully. If you cancel only your main medication but not the hair loss add-on, you will still be charged for the add-on each month.

Mistake 5: ignoring fraudulent charges after cancellation

If you are charged after confirming cancellation, do not wait for a refund offer. Immediately contact your bank or card issuer and dispute the charge as "subscription cancelled but charged without authorisation." This puts legal pressure on Hims to refund you and may escalate to a formal chargeback investigation. Tocancel advises that this is often faster than negotiating directly with Hims customer support.

What to do if Hims refuses to cancel or refund

If your cancellation request is ignored or Hims continues to charge you after cancellation, you have consumer protection options in New Zealand.

Step 1: gather your evidence

• Collect all cancellation confirmation emails, screenshots, and transaction records
• Keep your bank statements showing unauthorised charges
• Save any customer support correspondence (emails, chat transcripts)
• Document the dates you attempted to cancel and the dates you were charged

Step 2: send a formal written complaint to Hims

Email Hims support with the subject line "Formal complaint: Unauthorised charges after subscription cancellation." Include your evidence and state that you expect a full refund within 10 business days. Keep a copy of this email for your records.

Step 3: escalate to the disputes tribunal

If Hims does not respond or refuses your refund, file a complaint with the Disputes Tribunal (www.disputes.org.nz). The Tribunal handles consumer disputes up to NZD 15,000 and can order Hims to refund you plus costs. The process is free and does not require a lawyer.

Step 4: contact the commerce commission

If your complaint involves misleading representations or a serious breach of the Consumer Guarantees Act, lodge a complaint with the Commerce Commission (www.comcom.govt.nz). While the Commission does not handle individual refunds, it investigates company-wide misconduct and can take enforcement action against Hims if a pattern of unfair cancellation practices is found.

Step 5: dispute the charge with your bank

Simultaneously, contact your bank or credit card issuer and dispute the unauthorised charges. Provide your cancellation confirmation and explain that you cancelled but were charged. Your bank can initiate a chargeback, which often recovers your money faster than negotiating with Hims directly.

Tocancel has supported consumers through all five steps, and most recover their funds within 30-60 days once formal escalation begins.

Comparing Hims to other telehealth options in new zealand

If you are cancelling Hims because the service, cost, or medication selection does not suit you, consider these alternatives.

For many New Zealand consumers, working with your GP is more cost-effective and avoids auto-renewal surprises. Your GP can issue a prescription that you fill at any pharmacy, giving you full control over costs and timing.

Checklist for cancelling Hims safely

Use this checklist to ensure your cancellation is complete and documented:

• [ ] Log in to your Hims account and confirm your next renewal date
• [ ] Check for multiple active subscriptions (main medication plus add-ons)
• [ ] Cancel each subscription individually via the website or app
• [ ] Screenshot the on-screen confirmation message
• [ ] Wait for and save the confirmation email (24-hour window)
• [ ] Log back in 48 hours later to verify the subscription shows as "Cancelled"
• [ ] Check your bank statement on your renewal date to confirm no charge posted
• [ ] If charged despite cancellation, dispute the charge with your bank immediately
• [ ] If refund is denied, escalate to the Disputes Tribunal or Commerce Commission
• [ ] Store all evidence (emails, screenshots, bank statements) for at least 12 months

Key takeaways and your next steps

Cancelling your Hims subscription is your right, and New Zealand law protects you throughout the process. You must cancel at least 48 hours before your renewal date to avoid an unwanted charge. If Hims charges you after cancellation, the Consumer Guarantees Act and your bank's chargeback process are powerful tools to recover your money.

Tocancel empowers you to take action confidently. Follow the step-by-step methods outlined above, document every confirmation, and escalate to the Disputes Tribunal or Commerce Commission if needed. You are not alone in navigating this; thousands of New Zealand consumers have successfully cancelled Hims with Tocancel's guidance, and so can you.

If you need to contact Hims by post, use this address:

Hims (International Cancellations)
2261 Market Street, Suite 200
San Francisco, CA 94114
United States of America

Start your cancellation today, and confirm completion within 48 hours. Your health and your wallet deserve the control you get when you cancel confidently.