Cancel Your Doctors Online: The Right Way

How to cancel Your Doctors Online in new zealand and reclaim your money

Understanding Your Doctors Online before you cancel

Your Doctors Online is a telehealth platform that connects you with healthcare professionals through remote consultations via web browser or mobile app. You purchase consultation credits or membership plans and use them to access medical advice, prescription services, and related healthcare support. If you're considering cancellation, you deserve transparent information about your options, your rights, and exactly how to proceed-and that's what Tocancel exists to provide.

How the service operates

You access Your Doctors Online through their website or dedicated apps on iOS and Android devices. The service operates on a unit-based system: you buy starter packs of consultation units, membership tiers, family plans, or day passes. Each unit typically covers one consultation with a healthcare professional. Pricing displays in USD on app stores, which means your actual New Zealand dollar cost fluctuates with the current exchange rate applied by Apple App Store or Google Play.

Your membership remains active until your paid billing period expires, even after you request cancellation. This means you retain the right to use any remaining units or benefits through the end of your current cycle-you don't lose access immediately upon cancellation.

Why you might choose to cancel

Common reasons for cancellation include low usage, preference for in-person consultations, discovering alternative healthcare providers, or budget constraints given USD-to-NZD exchange rate fluctuations. Whatever your reason, Tocancel helps you understand your cancellation rights and guides you through the process with confidence and clarity.

Your consumer rights in new zealand

New Zealand law protects you as a consumer, and understanding these rights strengthens your position if the company resists your cancellation request or denies a refund.

The consumer guarantees act and your protection

The Consumer Guarantees Act 1993 is your legal foundation. Under this law, goods and services must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Your Doctors Online fails to deliver the service you paid for-such as unavailable doctors, frequent app crashes, persistent consultation delays, or inability to access your account-you have legal grounds to seek a refund or dispute the charge.

Your legal position is clear: the Consumer Guarantees Act takes precedence over any non-refundable clause in their terms of service. If the company claims your refund is non-refundable but failed to deliver a working service, that clause does not protect them from your consumer rights.

Document all evidence of service failure: screenshots of login errors, copies of unanswered support emails, timestamps of app outages, or records of unavailable consultants. This documentation becomes crucial if you need to escalate your dispute.

Escalation to the commerce commission

If Your Doctors Online declines your refund and you believe they've breached the Consumer Guarantees Act, escalate your complaint to the Commerce Commission (www.comcom.govt.nz). You can also seek guidance from your local Citizens Advice Bureau, which offers free consumer advice across New Zealand. Tocancel recommends gathering all communication records-emails, screenshots, transaction receipts-before escalating, as regulators will request evidence of your dispute.

How to cancel Your Doctors Online

Cancellation is straightforward if you follow the correct channel, though the company provides limited official guidance for New Zealand users.

Cancel via the web or mobile app (recommended)

This is the fastest and most transparent cancellation route. You'll receive an immediate confirmation and retain a permanent record of your action.

1. Log into Your Doctors Online.
   • On the mobile app: open the app on your iOS or Android device, enter your email address and password, and tap "Sign In".
   • On the website: visit yourdoctors.online (or your local region's URL) and sign in with your registered credentials.
2. Navigate to your account settings.
   • Look for a profile icon, account menu, or settings option, typically located in the top right corner or bottom navigation menu.
   • Select "Account Settings", "My Profile", or "Subscription Settings".
3. Locate the subscription or membership section.
   • You should see your current plan, billing cycle, and any active units or credits.
   • Look for a button labelled "Cancel Subscription", "Cancel Membership", or "Manage Subscription".
4. Review the cancellation terms.
   • The platform will display what happens to your remaining units and when your access ends.
   • Read this information carefully to understand your final billing date and any unused credits.
5. Confirm your cancellation.
   • Select "Confirm Cancellation" or a similar button to complete the process.
   • You will receive a confirmation message on screen and via email to your registered address.
6. Save your confirmation.
   • Screenshot the confirmation screen and save the confirmation email to your records.
   • This proof of cancellation protects you if the company later charges you unexpectedly.

Cancel via email or support contact (if app/web cancellation fails)

If the in-app or website cancellation option is unavailable, broken, or unresponsive, contact the company's support team directly. A major obstacle for New Zealand users is that no local New Zealand postal address for cancellations could be identified; the company lists only a Canadian mailing address on public sources such as Trustpilot.

1. Visit the Your Doctors Online website and locate the "Contact Us" or "Support" page.
2. Send an email to their support team with the subject line "Cancellation Request: [Your Account Email]".
3. In your email, include:
   • Your full name and registered email address.
   • Your account number (if you have it).
   • The date you wish to cancel effective.
   • A clear statement: "I request immediate cancellation of my subscription and confirmation in writing."
4. Request a written confirmation of cancellation via email.
5. Keep a copy of your email and any replies for your records.

If you receive no response within 7 working days, escalate your request to Tocancel or the Commerce Commission, as failure to respond to a clear cancellation request may constitute a breach of consumer law.

Refunds and what happens to your unused credits

Your Doctors Online operates on a prepaid unit system, which affects refund eligibility and the fate of any credits you have not yet used.

Refund eligibility under new zealand law

You are entitled to a refund if the service failed to meet the Consumer Guarantees Act standard-that is, if it was not of acceptable quality, not fit for purpose, or not delivered within a reasonable timeframe. A company's non-refundable policy does not override this legal protection.

If you cancelled because the service was genuinely unusable or unavailable, request a full refund of any credits or subscription fees paid within the last 3 months. Tocancel recommends framing your request clearly: "I request a refund because the service failed to deliver as advertised, breaching my consumer rights under the Consumer Guarantees Act 1993."

Unused consultation units

If you cancel before using all your purchased units, ask the company what happens to your remaining balance. Some telehealth platforms offer a partial refund for unused units; others may allow you to use them until your final billing date. Request clarity in writing. If the company refuses to refund or allow use of your remaining units and you've had the units for less than 12 months, you have grounds for a Consumer Guarantees Act dispute.

Timing your cancellation for maximum refund

If your billing renews soon, cancel immediately to prevent an unwanted renewal charge. If renewal is weeks away, wait until after the renewal date (if you plan to dispute it) so you can provide clear evidence of an unauthorised charge. Document the renewal charge date in your calendar and monitor your bank account closely. Tocancel recommends checking your bank statement within 5 working days of cancellation to confirm no unexpected charges appear.

Pricing and cost comparison

Your Doctors Online pricing varies by plan type and is displayed in USD on app stores, with New Zealand dollar costs dependent on real-time exchange rates.

Monthly memberships pose the highest cancellation risk because they renew automatically. Set a calendar reminder 5 days before your renewal date to cancel and prevent an unwanted charge. If an unexpected renewal charge appears on your statement after cancellation, contact your bank to request a chargeback and simultaneously file a complaint with the Commerce Commission.

After cancellation: what to expect

Cancellation does not end immediately. You retain access to your remaining units and membership benefits until your current billing period expires.

Your access timeline after cancellation

On the date you cancel, your account is marked as cancelled, but you retain full access to any remaining consultation units and active benefits until the end of your current billing cycle. For example, if you cancel on the 15th of a month but your membership renews on the 30th, you keep access until the 30th. Use any remaining units before that final date, as they will expire and become non-refundable once your membership ends.

Prevent accidental re-subscription

After cancellation, monitor your bank account or credit card statement closely for the next 2 billing cycles to confirm no unauthorised charges appear. If a charge appears after you cancelled, contact your bank immediately and request a transaction dispute. Simultaneously, email Your Doctors Online support with your cancellation confirmation and the disputed charge, demanding a refund within 14 days. If they refuse, escalate to the Commerce Commission. Tocancel advises taking screenshots of your bank statement showing the disputed charge as your evidence.

Remove saved payment methods

For added protection, log into Your Doctors Online one final time and delete any saved credit cards or payment methods from your account. This prevents the company from attempting a future charge if they fail to honour your cancellation request. Some users report unexpected charges months after cancellation, so removing payment details acts as a hard stop against unauthorised billing.

Common mistakes to avoid when cancelling

Cancellation seems simple, but many New Zealand users encounter frustration because they don't follow the correct process or fail to document their actions.

Mistake 1: assuming cancellation happens immediately

Many users believe cancellation ends their membership on the same day they request it. In reality, Your Doctors Online-like most subscription services-allows you to use your membership until the end of your current billing cycle. If you cancel on the 10th but your renewal date is the 30th, you pay for those 20 extra days. Plan your cancellation timing strategically: cancel immediately after your renewal date to avoid paying for an unused cycle.

Mistake 2: not saving your cancellation confirmation

If you cancel via the app or website, screenshot the confirmation screen immediately. Save the confirmation email to a dedicated folder. Users who lose this proof cannot dispute unauthorised charges later because they lack evidence of their cancellation request. Your confirmation becomes your legal record if the company later attempts to bill you or denies you cancelled.

Mistake 3: ignoring auto-renewal dates

Monthly memberships renew automatically on the same date each month. If you forget when your renewal date is, you'll wake up to an unexpected charge on your bank statement. Open your account settings now and note your renewal date in your calendar. Set a phone reminder for 5 days before renewal so you can cancel in time if you decide to stop the service.

Mistake 4: not requesting written confirmation of cancellation

If you cancel via email or support chat, always request written confirmation from the company. A confirmation email from their support team is your proof that they received and processed your request. Without this written record, the company can later claim they never received your cancellation. Tocancel emphasises that written confirmation is essential for consumer protection.

Mistake 5: accepting a "pause" instead of full cancellation

Some users agree to pause their subscription instead of cancelling, thinking this saves them money temporarily. A pause typically lasts 30 days, after which your membership auto-resumes and charges resume. If you don't plan to use Your Doctors Online again, cancel fully rather than pausing. A pause only delays the problem and risks accidental re-billing.

Your Doctors Online contact information for cancellations

A significant challenge for New Zealand users is that Your Doctors Online does not list a local New Zealand address for cancellation requests. The only mailing address publicly available is in Canada, which complicates the cancellation process for users who prefer or require postal correspondence.

Because no New Zealand cancellation address exists, you must use either the in-app/website cancellation option or email support. If the company ignores your email cancellation request for more than 7 working days, file a formal complaint with the Commerce Commission. Tocancel recommends documenting this delay as evidence of poor consumer service if you later need to pursue a refund claim.

Next steps: take action today

You have the right to cancel Your Doctors Online at any time, and your consumer protections under New Zealand law are stronger than any non-refundable clause in their terms of service. The steps are straightforward: log into your account, navigate to settings, and select cancellation. Save your confirmation, monitor your bank account, and escalate to the Commerce Commission if you encounter any resistance or unauthorised charges.

Tocancel has helped thousands of consumers cancel unwanted subscriptions, understand their consumer rights, and recover refunds they were entitled to. Whether you're cancelling because you've found a better service, the cost no longer suits your budget, or the platform failed to deliver as promised, you deserve clear guidance and confidence in your decision. Visit Tocancel.com today to explore your options, access step-by-step cancellation guides for hundreds of services, and connect with consumer advocates who understand your rights. Your cancellation is just a few clicks away-take control of your subscriptions now.