Cancel Lose The Back Pain: Step-by-Step Guide

How to cancel Lose The Back Pain and protect your refund in new zealand

What Lose The Back Pain is and why you might cancel

Lose The Back Pain is a wellness program and product suite created by the Healthy Back Institute. It combines physical DVDs, educational materials, and optional recurring product subscriptions designed to support your back recovery at home. You may have purchased a one-off DVD kit, enrolled in their SmartShip subscription service, or downloaded their mobile app through the iOS App Store or Google Play.

Cancelling matters because subscriptions renew automatically on your chosen schedule unless you actively stop them. You might be cancelling because the program isn't delivering results, you've found an alternative approach, costs have accumulated, or your circumstances have simply changed. Whatever your reason, you have the right to stop automatic charges immediately. Tocancel understands that wellness products don't work for everyone, and your money shouldn't be locked into a service that no longer serves you.

How Lose The Back Pain charges you

Physical products ship internationally to your New Zealand address via standard post. SmartShip subscriptions charge your payment method automatically on your chosen frequency-typically monthly or every few months-unless you cancel. Your payment method and account location determine where you actually cancel, so identifying your platform is the critical first step.

This multi-platform setup means you might have created an account directly on losethebackpain.com, through the iOS App Store, or via Google Play on Android. Each platform has its own cancellation process, and using the wrong one will leave your subscription active and your charges continuing. Tocancel has helped thousands of consumers navigate this exact confusion, and we'll walk you through each method clearly.

Why you should act now, not later

Delay costs you money. Every day you remain subscribed, your next automatic charge draws closer. New Zealand law gives you strong consumer protections, but they only work when you take action. The sooner you identify your account, locate the cancellation option, and submit your request, the sooner you stop unwanted charges and regain control of your spending.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 gives you powerful statutory rights that no company can remove or override, regardless of what their terms and conditions claim.

What the consumer guarantees act protects you

Under this Act, every product or service you buy must be of acceptable quality, fit for purpose, and as described by the seller. If Lose The Back Pain's program is faulty, doesn't work as promised, or fails to deliver what was advertised, you're entitled to repair, replacement, or a full refund within a reasonable timeframe-even if the company offers only a 90-day money-back guarantee.

Here's the key: your legal rights under the Consumer Guarantees Act are stronger and broader than most company refund policies. If Lose The Back Pain's policy contradicts the Act, the Act wins. This means if you bought their product within the last 6 months and it hasn't worked for you, you have grounds to request a refund based on the product not being fit for purpose. When disputing a denied refund, reference Section 9 of the Consumer Guarantees Act (fitness for purpose) or Section 8 (acceptable quality)-the company will take you more seriously.

Where to escalate if the company refuses

If Lose The Back Pain denies your refund request or ignores your cancellation, you have multiple enforcement options. Contact the Commerce Commission (the New Zealand regulator responsible for enforcing consumer law) at comcom.govt.nz. You can also approach your local Citizens Advice Bureau for free guidance, or file a formal dispute with your bank or credit card provider to reverse charges directly.

Document everything: keep all emails, transaction records, screenshots of your account, and notes of any phone calls. This evidence becomes your leverage if you need to escalate. Tocancel recommends creating a simple folder (digital or physical) with these documents dated and organised-it transforms a complaint into a case.

How to cancel Lose The Back Pain by platform

Your cancellation method depends entirely on where your account lives and how you pay.

Cancel through your online account at losethebackpain.com

This is the fastest, most direct path to cancellation. You control the entire process and receive instant confirmation without waiting for a response email.

1. Go to losethebackpain.com and log into your account with your email address and password.
   • If you've forgotten your login, click "Forgot Password" on the login page and follow the reset link sent to your email.
   • Check your spam or promotions folder if the reset email doesn't arrive in your main inbox within 5 minutes.
2. Navigate to your account settings or dashboard. Look for a menu option labelled "My Account," "Account Settings," "Subscriptions," or "Orders" (usually in the top right corner or under a hamburger menu).
   • On some versions of the site, you'll see "SmartShip," "Recurring Orders," or "Active Subscriptions" as a separate tab.
   • If you only made a one-off purchase (a single DVD kit with no recurring charges), there's nothing to cancel here; skip to the refund section instead.
3. Locate your active subscription and select the "Cancel," "Stop," or "Manage Subscription" button.
   • You may also see a "Pause" option-do not use this. "Pause" delays your next charge but does not permanently cancel; the subscription will restart automatically.
   • Select "Cancel subscription" or "Permanently stop all future orders" to fully end the service.
4. The website may ask you why you're cancelling (optional feedback). You can skip this or provide a reason-it won't affect your cancellation.
   • Complete any final confirmation step by clicking "Confirm Cancellation" or "Yes, Cancel My Subscription."
5. You'll see a confirmation message on screen. Take a screenshot of this confirmation as proof.
   • Check your email within 10 minutes for a confirmation email from Lose The Back Pain. If you don't receive it, return to your account settings and verify the subscription is no longer listed.

Cancel your iOS app store subscription

If you enrolled in Lose The Back Pain through the Apple App Store, your subscription is managed through Apple's billing system, not the company's website.

1. Open the App Store on your iPhone or iPad.
   • Tap the profile icon in the top right corner (usually your profile photo or initials in a circle).
2. Select "Subscriptions" from the menu.
   • You'll see a list of all active subscriptions on your Apple ID.
3. Find "Lose The Back Pain" in the list and tap it.
   • If you don't see it listed, your subscription has already expired or you don't have one active through Apple.
4. Tap "Cancel Subscription" or "Delete" at the bottom of the screen.
   • Apple may ask you to confirm or select a reason for cancellation. Confirm the cancellation.
   • You'll receive an immediate confirmation on screen and via email from Apple.
5. If you see "Cancel Subscription" greyed out, your subscription may already be cancelled or pending renewal. Check the renewal date shown on the screen.
   • If the subscription shows as active but you cannot cancel, contact Apple Support at support.apple.com for assistance.

Cancel your google play subscription

If you enrolled through Google Play on an Android device, Google manages your subscription and billing.

1. Open Google Play on your Android phone or tablet, or visit play.google.com in a web browser.
   • If using the app, tap the profile icon in the top right corner.
   • If using the website, click your profile picture in the top right and select "Payments and subscriptions."
2. Select "Subscriptions" from the menu.
   • You'll see all active subscriptions linked to your Google account.
3. Find "Lose The Back Pain" and tap or click it.
   • If it doesn't appear, your subscription is already inactive.
4. Tap or click "Cancel Subscription."
   • You may be asked to confirm your cancellation or select a reason. Proceed with the cancellation.
   • Google will display a confirmation message immediately and send a confirmation email.
5. The subscription will remain active until the end of your current billing cycle, but no future charges will occur.
   • Check the cancellation confirmation email for the exact date your access ends.

Cancel by phone if online options fail

If you cannot access your account or the online cancellation doesn't work, you can request cancellation by phone. This method requires patience but creates a documented record of your request.

1. Contact the Healthy Back Institute customer service team. Find their current phone number on losethebackpain.com under "Contact Us."
   • Note that Lose The Back Pain is based in the United States, so you're calling an international number. Use Skype, WhatsApp, or a VoIP service if standard international calling is expensive.
   • Call during their business hours (check their website for the timezone).
2. When you connect, clearly state: "I want to cancel my Lose The Back Pain subscription effective immediately. I do not want any further charges."
   • Have your account email address ready so they can look up your account.
   • Ask them to confirm the date your subscription will stop and any final charge date.
3. Request written confirmation of the cancellation be sent to your email address.
   • If they refuse to send written confirmation, note the representative's name, the time, and date of the call in your records.
   • Send a follow-up email to their customer service address (found on the website) stating: "I spoke to [representative name] on [date] and cancelled my subscription. Please confirm this cancellation via email."

What happens after you cancel

Cancellation is not instantly invisible. Understanding the timeline and what to expect next will save you anxiety and help you catch any errors.

The cancellation takes effect immediately, but your current billing cycle continues

When you cancel, the company stops future charges from occurring. However, if your subscription renews on the 15th of each month and you cancel on the 10th, you've already paid for the current month. You keep access until the 15th (or whenever your cycle ends), and no charge occurs on the 15th.

Refunds for the unused portion of a paid month are not automatic. You must request one separately, which Tocancel will help you do in the refund section below.

Monitor your bank account for the next 30 days

After cancellation, watch your bank statement or credit card for the next 30 days. Sometimes the system lags, or a charge slips through due to a technical error. If a charge appears after your confirmed cancellation date, immediately contact Lose The Back Pain customer service and provide your cancellation confirmation email or screenshot. If they don't reverse it within 48 hours, contact your bank to dispute the charge and file a complaint with Tocancel's recommended escalation body: the Commerce Commission.

Uninstall the mobile app if you used one

Deleting the app from your phone doesn't cancel your subscription, but after your subscription is cancelled, uninstalling removes temptation to accidentally re-subscribe. More importantly, it clears the app data and logs you out fully, preventing accidental reactivation.

How to request a refund for unused time or unfit service

Cancellation and refunds are separate actions. Stopping future charges is cancellation; getting your money back for services already paid is a refund.

You're entitled to a refund if the service didn't work for you

Under the Consumer Guarantees Act Section 9 (fitness for purpose), if Lose The Back Pain's program failed to deliver the back pain relief promised, you have grounds for a refund-even after the company's stated money-back window has closed. The law's timeline is more generous than any promotional guarantee.

To strengthen your refund claim, document how you used the program (e.g., "I completed all DVD exercises three times per week for 8 weeks") and how it didn't work ("My pain levels did not improve, and I sought treatment elsewhere"). This evidence proves the service was unfit for purpose.

How to formally request a refund

1. Send an email to Lose The Back Pain's customer service address (found on their website under "Contact Us").
   • Use a clear subject line: "Refund Request for Subscription #[your account number] - Consumer Guarantees Act, Section 9"
   • Include your account email, order number, and the date you purchased the product.
2. Explain clearly why the product was unfit for purpose. Use plain language, not legal jargon.
   • Example: "I enrolled in this program to address chronic lower back pain. I followed the exercises for 12 weeks as instructed, but my pain did not improve. As the program's primary benefit did not materialise, I am requesting a refund under New Zealand's Consumer Guarantees Act."
3. State the amount you're requesting and your preferred refund method (original payment method is standard).
   • If you paid via a third party (Apple, Google, credit card), specify this so they know how to process the refund.
4. Keep a copy of the email for your records. Send it as a single email from your registered account email address.
   • Allow 14 days for a response. If they deny the refund or don't respond, escalate to the Commerce Commission or your bank.

Dispute the charge with your bank or payment provider

If Lose The Back Pain refuses to refund or doesn't respond within 30 days, contact your bank or credit card provider directly. Most banks in New Zealand allow you to dispute a charge within 90 days of the transaction. Explain that you cancelled a subscription, received unfit service, or that the charge was unauthorized. Provide your cancellation confirmation email and your refund request email as evidence. The bank will investigate and typically reverse the charge while they investigate.

This method often works faster than waiting for the company to respond because banks take fraud and disputes seriously. Tocancel recommends keeping this option in mind if customer service proves unresponsive.

Pricing and what you're likely paying

Lose The Back Pain operates on a tiered pricing model that combines one-off purchases and recurring subscriptions.

Prices in NZD are approximate and vary by product bundle and promotional offers. SmartShip is the biggest culprit for unwanted charges because it renews automatically and many customers forget they enrolled. If you're unsure which product you purchased, log into your account and check your order history or billing section.

Common mistakes to avoid when cancelling

Cancelling a subscription feels simple, but small errors leave you paying for months longer than necessary.

Mistake 1: confusing "Pause" with "Cancel"

Many subscription platforms offer a "Pause" option that temporarily stops charges. This is not cancellation. After a set period (usually 30-90 days), your subscription automatically reactivates and charges resume. You must select "Cancel," "Stop," or "Permanently Cancel" to end the subscription for good. Check your confirmation email to see if you paused or cancelled; if it says "paused," log back in and complete the cancellation.

Mistake 2: cancelling the app instead of the subscription

Deleting the Lose The Back Pain app from your phone does nothing to stop charges. Subscriptions are managed through Apple ID (for iOS) or Google Play (for Android), not the app itself. You must navigate to your payment provider's subscription settings and cancel there. Uninstalling the app is a final cleanup step after you've cancelled the subscription at the billing level.

Mistake 3: not checking your confirmation

After cancelling, a confirmation message appears on screen and an email arrives. Many people see the on-screen message, assume it's done, and close the browser. But that on-screen message is temporary. Always wait for and check the confirmation email. This email is your proof if charges continue and you need to dispute them or escalate to the Commerce Commission.

Mistake 4: cancelling online but forgetting app-store subscriptions

If you purchased through Apple or Google, cancelling on losethebackpain.com does not stop charges from your app-store account. You must cancel in both places: on the website and in your iOS or Google Play settings. Check your active subscriptions in both systems and cancel any duplicate subscriptions you find.

Mistake 5: not documenting your refund request

If you email a refund request, the company may claim they never received it. Always send emails from your registered account email address, use a clear subject line (include "Refund Request" and your account number), and keep a copy. If they deny your request or don't respond within 14 days, you'll need that email trail to escalate to the Commerce Commission or your bank. Tocancel strongly recommends taking screenshots of sent emails and saving the replies as PDF files.

Timeline: what to expect and when

The cancellation and refund process unfolds over days or weeks, depending on your method and the company's responsiveness.

How tocancel can help you stay in control

Cancelling a wellness subscription is your right, and Tocancel has helped thousands of New Zealand consumers cancel unwanted services, protect their refunds, and recover money. Our guides walk you through each platform step by step, our rights-based approach ensures you know exactly where you stand under New Zealand law, and our escalation advice shows you how to fight back if the company ignores you.

Bookmark Tocancel or return to Tocancel.com whenever you need to cancel a service. We make it clear, we make it free, and we make sure you win.

Key takeaway checklist

Before you move forward, tick these off:

• Identify where your account lives: losethebackpain.com, iOS App Store, or Google Play.
• Log in to your account and locate your active subscription.
• Select "Cancel" (not "Pause") and take a screenshot of the on-screen confirmation.
• Check your email for a confirmation message within 10 minutes. Save it as evidence.
• Monitor your bank statement or credit card for 30 days after cancellation to catch any rogue charges.
• If a charge appears after your cancellation date, contact the company immediately with your confirmation email.
• If they refuse to reverse it or don't respond within 48 hours, dispute the charge with your bank.
• If you believe the service was unfit for purpose, send a formal refund request email referencing the Consumer Guarantees Act Section 9.
• Keep all emails, screenshots, transaction records, and correspondence for at least 6 months in case you need to escalate to the Commerce Commission.
• If Lose The Back Pain denies your refund, contact the Commerce Commission at comcom.govt.nz or your local Citizens Advice Bureau.

Contact information for Lose The Back Pain

Lose The Back Pain is operated by the Healthy Back Institute, a US-based company. New Zealand customers must use one of their standard US contact methods:

• Website: losethebackpain.com
• Customer service email: Check the "Contact Us" page on their website for the current support email address.
• Phone: Find the customer service phone number on their website. Note this is a US number; consider using VoIP services to minimise international call costs.
• Mailing address for returns or formal notices: The website should list a US address for returns. International customers like you rarely need to ship physical items back; cancellations are handled online or by phone.

For escalation in New Zealand, contact:

• Commerce Commission: comcom.govt.nz or 0800 943 600 (toll-free)
• Citizens Advice Bureau: citizensadvice.org.nz (free, independent consumer advice)
• Your bank or credit card provider: Use the contact number on the back of your card or your online banking portal to dispute charges.

Tocancel has guided thousands of New Zealand consumers through cancellations just like this one. Your right to cancel is absolute, your right to a refund is backed by law, and your right to escalate to the Commerce Commission if the company refuses is guaranteed. Take action today, document everything, and don't accept "no" without evidence. Tocancel is here to empower you every step of the way.