Cancel Roman: The Right Way to Protect Your Health

How to cancel Roman and protect your health subscription rights in new zealand

Understanding Roman and how it operates in new zealand

Roman is an online healthcare platform that delivers prescription medications and telehealth consultations through a subscription model. You access the service via the Apple App Store, Google Play Store, or their website, and your subscription includes ongoing medication delivery, virtual doctor consultations, and continuous health monitoring.

However, Roman does not currently advertise dedicated New Zealand service infrastructure or NZD pricing on major app stores. Most publicly available pricing appears in US dollars, which creates uncertainty for New Zealand consumers about local support, data handling, and how to contact the provider for cancellation. Before subscribing, contact Roman directly to confirm they service your address and verify their data handling complies with New Zealand's Privacy Act 2020.

How roman's subscription model works

Roman operates on a recurring subscription basis. You pay a regular monthly fee for access to the platform, consultations with licensed healthcare providers, and medication delivery to your home address. Unlike traditional healthcare, subscriptions renew automatically until you actively cancel them, which means charges will continue unless you take deliberate action to stop them.

The appeal of Roman lies in convenience: you consult doctors through your phone, receive prescriptions electronically, and have medications posted directly to you. However, this also means your sensitive health data sits with a private overseas company rather than your local GP, which is an important consideration for privacy-conscious consumers.

Availability and data privacy in new zealand

Because Roman lacks a dedicated New Zealand hub, consumers face gaps in local support and unclear data governance. Your health information may be stored on overseas servers, which raises questions about how New Zealand's Privacy Act 2020 applies to you.

Before you commit to Roman, verify directly with the company that they legally service New Zealand addresses, understand what NZD pricing applies to your subscription, and confirm how they protect your data under NZ privacy law. This protects you from unexpected charges or service gaps later.

Why new zealand consumers cancel Roman

You might cancel Roman for legitimate practical and personal reasons.

Common reasons for cancellation

You may cancel because telehealth does not suit your condition and you prefer face-to-face consultations with your local GP. You might also cancel after stabilising your health and no longer needing monthly consultations, or because you have switched to another provider that better meets your needs.

Cost is another significant factor. If your personal circumstances change and the monthly fee becomes unaffordable, cancelling stops automatic charges immediately. Some subscribers also cancel because they feel uncomfortable with a US-based company holding sensitive health records, or because they want their health data managed locally under direct New Zealand privacy oversight. These are all legitimate reasons, and Tocancel recognises that your health and privacy come first.

When cancellation becomes urgent

You need urgent cancellation if you have been charged without your consent, if Roman stops operating in New Zealand without notice, or if you discover unauthorised recurring charges on your bank statement. In these cases, you have strong rights under New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 to dispute the charges and demand a refund.

Your legal position is straightforward: you have the right to cancel any subscription at any time, and you have the right to receive a refund if the service does not meet the standard of care you reasonably expected.

Step-by-step cancellation across all platforms

The cancellation method depends on where you subscribed and how you manage your account.

Cancel via the Roman mobile app (iOS or android)

1. Open the Roman app on your iPhone or Android device and log in to your account.
2. Navigate to your account settings or profile menu (usually found at the bottom of the screen or in a hamburger menu).
   • On iOS, look for a "Settings" or "Profile" icon in the bottom navigation bar.
   • On Android, tap the three horizontal lines (menu icon) in the top-left or bottom corner.
3. Scroll down to find "Subscription", "Billing", "Manage Subscription", or "Cancel Subscription" options.
4. Tap "Cancel Subscription" and follow the on-screen prompts to confirm your cancellation request.
5. Take a screenshot of the cancellation confirmation screen and save it to your phone. This proof is essential if Roman disputes the cancellation later.
6. Check your email for a cancellation confirmation message from Roman. If you do not receive one within 24 hours, contact Roman's support team to verify the cancellation went through.

Cancel via the Roman website

1. Visit Roman's website and log in to your account using your email address and password.
2. Click on your account name or profile icon in the top-right corner and select "Account Settings" or "My Account".
3. Look for a "Subscription" or "Billing" section and click "Manage Subscription".
4. Select "Cancel Subscription" and read through any exit messages Roman displays. These messages are designed to persuade you to stay, but they do not change your right to cancel.
5. Confirm your cancellation by following the final prompt and selecting "Cancel Subscription" or "Confirm Cancellation".
6. Screenshot the confirmation page and send the confirmation email to yourself as backup. Tocancel recommends keeping these records for at least 12 months in case a billing dispute arises.

Cancel through your app store billing (Apple or google)

If you subscribed through Apple's App Store or Google Play Store (rather than directly through Roman's website), you can also cancel via your app store account. This method is useful if Roman's website cancellation fails or feels unclear.

1. For Apple App Store: Open the Settings app on your iPhone, tap your name, select "Subscriptions", find Roman in the list, tap it, and select "Cancel Subscription". Confirm the cancellation.
2. For Google Play: Open the Google Play app, tap your profile icon, select "Payments and subscriptions", tap "Subscriptions", choose Roman, and select "Cancel subscription". Confirm your request.
3. Take a screenshot of the app store cancellation confirmation and save it.
4. Log into Roman's website or app separately and verify that your subscription status shows as "Cancelled" within 24 to 48 hours.

What to do immediately after you cancel

Cancelling your subscription is only the beginning; protecting yourself after cancellation is equally important.

Verify your cancellation and monitor your bank account

Within 24 to 48 hours of cancelling, log back into Roman's account to confirm your subscription status displays as "Cancelled" or "Inactive". Do not assume silence means success; active verification protects you from surprise charges.

Monitor your bank or credit card statement for the next 60 days. Roman should not charge you again after your cancellation date. If you see unexpected charges, you have grounds to dispute them under New Zealand's Fair Trading Act 1986. Contact your bank immediately and reference your cancellation confirmation as evidence. Tocancel advises consumers to keep cancellation screenshots and confirmation emails for a full year after cancellation, as billing disputes can take months to resolve.

Request a refund if you were overcharged

If Roman charged you after your cancellation date or before your expected cancellation date, you have the right to demand a refund. Contact Roman's support team in writing (email is best because it creates a paper trail) and include the following information:

• Your Roman account email address and account ID (if available).
• The date you cancelled your subscription and a screenshot of your cancellation confirmation.
• The date(s) of the unexpected charge(s) and the amount(s).
• A clear statement: "I request a full refund of NZD [amount] because I cancelled my subscription on [date] and should not have been charged after that date."

Roman should respond within 5 to 10 business days. If they refuse to refund you or do not respond, escalate to Tocancel for guidance on how to lodge a formal complaint with New Zealand's Commerce Commission.

Your consumer rights and the legal framework protecting you

New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect you from unfair subscription practices.

What the consumer guarantees act 1993 means for you

Under the Consumer Guarantees Act 1993, every service Roman provides to you must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Roman fails on any of these counts-for example, if the service is unavailable, if your data is not protected, or if you are charged without providing clear consent-you have the right to a refund, replacement, or repair.

The Act also requires Roman to provide you with clear, truthful information about the service before you subscribe. If Roman's marketing was misleading (for instance, if they implied New Zealand support without clearly stating they do not have a local hub), you can use this as grounds for a refund claim.

Fair trading act 1986 protections against misleading charges

The Fair Trading Act 1986 prohibits misleading or deceptive conduct in trade. This includes charging you without your explicit, ongoing consent to recurring payments. If Roman charged you automatically without clear notice that charges would recur, you have grounds to dispute those charges under the Fair Trading Act.

If Roman refuses to refund you after cancellation, or if they continue to charge you despite your cancellation request, you can lodge a formal complaint with the Commerce Commission (the independent regulatory body that enforces consumer law in New Zealand). Tocancel can guide you through the complaint process if needed.

Common cancellation mistakes and how to avoid them

Cancelling a subscription is straightforward, but small oversights can leave you vulnerable to continued charges or disputes.

Mistake 1: assuming cancellation happened without verification

Many consumers click "Cancel Subscription" and assume the job is done. This is a risky assumption. Always verify that your account displays a "Cancelled" or "Inactive" status within 24 to 48 hours. If you do not see confirmation, contact Roman's support team immediately to confirm the cancellation went through. Verification takes two minutes and protects you from months of unexpected charges.

Mistake 2: not keeping cancellation proof

If Roman later disputes your cancellation claim or charges you again, your only defence is the evidence you kept at the time. Screenshots of cancellation confirmations and confirmation emails are essential. Store these in your email or a cloud backup (such as Google Drive or Dropbox) so you can access them even if you lose your phone. Tocancel recommends keeping this documentation for at least 12 months after cancellation.

Mistake 3: ignoring unexpected charges in the first month

Many billing systems process charges in arrears, which means you might see one final charge after you cancel. This is often legitimate, but verify it against your cancellation date. If the charge is dated after your cancellation, dispute it with your bank immediately. The longer you wait, the harder it becomes to reverse the charge. Act within 30 days of spotting the charge for the best outcome.

Mistake 4: cancelling only through the app store without contacting Roman

Cancelling through Apple App Store or Google Play will stop future app store billing, but Roman's system may not automatically sync this cancellation. Always cancel directly through Roman's website or app as well to ensure both systems are aware of your cancellation. This double-cancellation approach eliminates confusion and prevents gaps in the cancellation process.

Pricing and what you should expect to pay

Roman's pricing in New Zealand is not clearly advertised, which creates uncertainty for prospective subscribers.

Before you commit to Roman, contact them directly to request a quote in NZD. Tocancel advises comparing Roman's monthly cost against what you would pay for equivalent services from your local GP or other New Zealand-based telehealth providers. Often, local alternatives offer better value and clearer privacy protections.

When to cancel versus when to keep your subscription

Deciding whether to cancel depends on your health needs, budget, and comfort with overseas data storage.

Cancel Roman if:

• You prefer face-to-face consultations with a healthcare provider who knows your medical history.
• The monthly subscription cost is unaffordable or not justified by your usage.
• You are uncomfortable with your health data being held by a US-based company.
• You have experienced billing issues, poor customer service, or service unavailability.
• You have found a New Zealand-based telehealth provider with clearer local support and data protections.
• Roman has stopped operating in New Zealand or has significantly reduced service quality.

Keep Roman if:

• You value the convenience of quick, phone-based consultations and medication delivery.
• You have a stable condition that does not require complex, long-term medical oversight.
• You are comfortable with the privacy trade-offs of using an overseas platform.
• The monthly cost fits your budget and you actively use the service each month.
• You have had positive experiences with Roman's customer service and medication delivery reliability.

What happens after your cancellation is confirmed

Once Roman confirms your cancellation, your access to the platform ends, but your data handling rights continue.

Your account and data after cancellation

Roman will deactivate your account, but your health records remain on their servers. You have the right under New Zealand's Privacy Act 2020 to request a copy of all personal data Roman holds about you. Submit a Privacy Act request in writing to Roman's privacy team and ask for your data within 20 working days. This request is free and is useful if you want to transfer your health information to another provider or simply verify what data they collected.

You can also request that Roman delete your data entirely, though Roman may retain some information for legal, tax, or regulatory reasons. Any deletion request should be submitted in writing and followed up if you do not receive confirmation within 30 days.

Billing status after cancellation

Your subscription will show as "Inactive" or "Cancelled" in Roman's system. You should not see any further charges. If you do, contact Roman's billing team immediately with your cancellation date and confirmation. If Roman does not respond or refuses to refund you, file a formal complaint with the Commerce Commission. Tocancel has helped thousands of New Zealand consumers recover unauthorised charges through the Commerce Commission's free dispute resolution process.

Escalation and formal complaint procedures

If Roman refuses to honour your cancellation or process a refund, you have formal avenues to recover your money.

Step 1: formal demand letter

Send a written demand letter to Roman's legal or billing team (email is acceptable). Include your account details, cancellation date, the amount owed, and a clear statement that you expect a refund within 10 working days. Keep a copy for your records.

Step 2: lodge a complaint with the commerce commission

If Roman does not respond or refuses to refund you, lodge a formal complaint with New Zealand's Commerce Commission. The Commission investigates breaches of the Consumer Guarantees Act 1993 and Fair Trading Act 1986 free of charge. You can lodge a complaint online at www.commerce.govt.nz or by phone. Tocancel recommends including your cancellation proof, all correspondence with Roman, and a clear summary of the financial loss you incurred.

Step 3: chargeback with your bank

If the Commerce Commission's investigation is slow, contact your bank and request a chargeback (reversal) of the unauthorised charges. Most banks process chargebacks within 30 to 60 days. Provide your bank with your cancellation confirmation and evidence of Roman's refusal to refund. Your bank has legal authority to reverse charges if the merchant cannot prove you authorised them.

Frequently encountered issues and solutions

Real-world cancellations often surface unexpected complications.

Issue: roman's website does not show a "Cancel subscription" button

If Roman's account settings do not display a visible cancellation option, contact their customer support team directly. Request cancellation by email and ask for written confirmation. If Roman's support team is unresponsive, file a complaint with the Commerce Commission citing obstruction to your cancellation rights.

Issue: you are being charged after cancellation

Check your cancellation date against the charge date. If the charge is dated after your cancellation, contact Roman's billing team with proof of your cancellation. If they do not refund you within 10 working days, request a chargeback from your bank using your cancellation confirmation as evidence.

Issue: roman's app or website shows "Cancellation pending" but never completes

If your cancellation appears to hang indefinitely, do not wait. Contact Roman's support team and escalate to their billing manager. Ask for a written confirmation that your subscription is cancelled and no further charges will be applied. If Roman cannot confirm, cancel through your app store account as a backup measure.

Comparison with other new zealand telehealth and healthcare options

Before you cancel, you may want to compare Roman with other New Zealand healthcare providers.

New Zealand-based providers such as HealthHub and Afterhours offer clearer pricing in NZD, local customer support, and explicit protection under New Zealand's Health Privacy Code. Tocancel recommends exploring these options before committing to Roman or before deciding whether to cancel.

Final checklist before and after cancellation

Use this checklist to ensure your cancellation is complete and protected.

• Before cancellation: Confirm Roman services your address and understand the NZD pricing.
• Before cancellation: Download or screenshot any prescriptions or health records you may need later.
• During cancellation: Use Roman's website or app as your primary cancellation method.
• During cancellation: Screenshotthe confirmation page and email confirmation to yourself.
• After cancellation (24-48 hours): Log in and verify your account shows "Cancelled" or "Inactive".
• After cancellation (7 days): Check your bank statement to ensure no new charges appear.
• After cancellation (30-60 days): Continue monitoring your bank account; dispute any unexpected charges immediately.
• After cancellation (1 year): Retain all cancellation proof and correspondence in case a billing dispute arises.

How tocancel helps you protect your subscription rights

Cancelling Roman is straightforward when you know your rights and follow a clear process. Tocancel has helped thousands of New Zealand consumers cancel unwanted subscriptions, dispute unauthorised charges, and recover refunds under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Our guides break down the steps, identify common pitfalls, and empower you to take confident action without fear or confusion.

If Roman refuses to cancel your subscription or refund your money, Tocancel can guide you through formal complaints to the Commerce Commission and help you gather evidence for a chargeback. Your rights are clear: you have the legal authority to cancel any subscription at any time, and you have the legal right to dispute unauthorised charges. Tocancel is here to make sure you can exercise those rights with confidence.

Contact details for Roman (New Zealand): Because Roman does not advertise a dedicated New Zealand office, begin by contacting them through their website contact form or app support channel. Request their official cancellation address and New Zealand-specific billing contact. If Roman does not respond or does not provide a local address, file a complaint with the Commerce Commission citing lack of transparency around cancellation procedures. Tocancel recommends keeping all correspondence with Roman in case you need to escalate your complaint.