Cancel Fred Hollows Foundation: Step-by-Step Guide

How to cancel your Fred Hollows Foundation monthly donation in new zealand

Understanding your donation and your right to cancel

The Fred Hollows Foundation is a registered charity dedicated to preventing and treating avoidable blindness across the Pacific region. You may have committed to a monthly gift (often called "Fred's Partner") or made a one-off contribution to fund sight-restoring work, including cataract surgery, eye-health training, and community vision programs.

If your financial circumstances have changed, your priorities have shifted, or you simply need to redirect your spending, you have an absolute right to cancel your recurring donation at any time. New Zealand consumer law protects your ability to end a standing order or subscription without penalty or hidden charges. This guide walks you through exactly how to stop your monthly gift, what happens after cancellation, and the rights you hold under the Consumer Guarantees Act 1993. Tocancel is here to help you navigate this process with confidence and clarity.

Why you might need to cancel

Life circumstances shift without warning. Job loss, medical expenses, mortgage pressure, or a change in personal priorities are all legitimate reasons to pause your charitable giving. You should never feel guilty about protecting your own financial security and wellbeing.

Other donors cancel to switch support to a different cause, adjust their monthly amount downward, or move from recurring gifts to occasional one-off donations. Whatever your reason, cancelling a monthly donation is a normal financial decision. Tocancel recognises that your personal finances come first, and stepping back from any standing order is your legal right.

Your legal position in new zealand

Under the Consumer Guarantees Act 1993, you have the right to cancel any subscription or standing order. The organisation must stop collecting payments from you once you request cancellation. If they fail to do so, you can lodge a complaint with the Commerce Commission, New Zealand's consumer enforcement body. There are no hidden penalties or "cooling-off" periods that prevent you from cancelling a charitable standing order immediately.

Types of donations and how they affect cancellation

The Fred Hollows Foundation offers several donation methods, and understanding which one you have will determine exactly how you cancel.

Donation options and pricing

If you have a monthly standing order or recurring credit card arrangement, you must take active steps to cancel it. One-off donations need no action once processed. If you made a duplicate payment or charged amount error on a one-off gift, contact the Foundation directly for a refund request.

Identifying which donation type you have

Check your bank or credit card statements for clues. Monthly donations appear as recurring charges on the same date each month, often labelled "Fred Hollows Foundation" or "FHF NZ". One-off donations show as a single charge with no follow-up payments.

Look for a confirmation email you received when you first donated. It will state whether you set up a recurring gift or made a single contribution. If you cannot find this email, you can ring the Foundation directly and they will identify your donation type by your name and address.

Step-by-step cancellation process

Cancelling your monthly donation requires direct contact with the Fred Hollows Foundation. They do not auto-cancel based on inactivity, so your payments will continue until you formally request to stop them. The process takes fewer than 5 minutes.

How to cancel by phone

1. Prepare your information
   • Gather your full name, address, and email address.
   • Have your donor reference number ready if you received one in a confirmation email.
   • If you do not have a reference number, the Foundation can locate your account by name and address alone.
2. Call the Fred Hollows Foundation support line
   • Dial 0800 227 229 (toll-free from anywhere in New Zealand).
   • The line is open during standard business hours (Monday to Friday, 9am to 5pm NZT).
   • Tell the staff member clearly: "I want to cancel my monthly donation effective immediately."
3. Confirm your cancellation request
   • Ask the staff member to repeat back your name and the cancellation date.
   • Request they email you a cancellation confirmation within 1 business day.
   • Note the name and timestamp of the person who processed your cancellation.
4. Monitor your next billing cycle
   • Check your bank or credit card statement on the date your payment normally appears.
   • If a charge appears after your cancellation date, contact Tocancel or the Foundation immediately with your confirmation email as proof.

How to cancel by post or email

If you prefer not to phone, you can write to the Foundation's registered office address. Email or post a letter containing your full name, donor reference number (if you have one), address, and a clear statement: "I request immediate cancellation of my monthly donation to the Fred Hollows Foundation."

Post your letter to:

Fred Hollows Foundation New Zealand
PO Box 302 429
North Harbour
Auckland 0751
New Zealand

Alternatively, contact them via their website or social media channels to request the current email address for cancellation requests. Always keep a copy of any letter or email you send, and ask for written confirmation of your cancellation within 5 business days. Tocancel recommends getting written proof because it protects you if a dispute arises later.

Workplace giving cancellation

If your donation is deducted from your salary through a workplace giving scheme, you must contact your employer's payroll or HR department directly. Ask them to remove the Fred Hollows Foundation from your payroll deductions effective immediately. The Foundation itself cannot stop these payments; only your employer can.

What happens after you cancel

Once you submit your cancellation request, the Foundation should stop collecting payments from you within 5 to 7 business days. This window covers processing time and bank clearing delays.

Timeline after cancellation

Within 1 to 3 business days of your cancellation request, you should receive written confirmation (email or letter) stating that your monthly gift has been stopped. If you do not receive this confirmation within 5 business days, ring the Foundation again and reference your earlier conversation date.

Check your bank or credit card statement 7 to 10 days after your cancellation to confirm no further charge appears. If a payment is collected after your cancellation date, you have the right to dispute it as an unauthorised transaction. Contact your bank immediately and provide them with your cancellation confirmation email. Your bank can reverse the charge at no cost to you.

Your donation history and tax receipt

Cancelling your monthly donation does not delete your giving history. The Foundation will retain records of your past contributions for their records and for any tax deduction purposes you may need. If you require an annual tax receipt, the Foundation can provide this via email or post even after you have cancelled.

Refunds and disputed charges

If the Foundation collected a payment after you cancelled, you are entitled to a full refund under the Consumer Guarantees Act 1993.

How to claim a refund

First, contact the Foundation directly with your cancellation confirmation email or letter. Explain that a payment was collected after your cancellation date and request an immediate refund. Most organisations will process this within 5 to 10 business days once they verify your cancellation request.

If the Foundation does not refund you within 10 business days, contact your bank or credit card provider. Tell them you cancelled a recurring payment but were charged anyway, and you want the transaction reversed. Your bank will investigate and reverse the charge on your behalf. This process is free and protects you as a consumer.

You can also lodge a complaint with the Commerce Commission if the Foundation refuses to refund you. The Commerce Commission enforces consumer rights in New Zealand and can pressure the organisation to comply. Tocancel encourages you to report this to the Commerce Commission at www.comcom.govt.nz.

Duplicate charges and payment errors

If you were charged twice in the same month or received a larger charge than agreed, contact the Foundation immediately by phone. Explain the error clearly and ask for a refund of the duplicate or excess amount. Most organisations process these refunds within 5 business days once they confirm the error on their end.

Keep all bank statements and confirmation emails as evidence. If the Foundation does not refund you within 10 business days, escalate to your bank and then to the Commerce Commission.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 gives you powerful rights when dealing with any business, including charities that accept donations.

Key rights you hold

You have the right to cancel any subscription or standing order without penalty or justification. The organisation cannot charge you a cancellation fee, require you to give advance notice beyond what is reasonable, or make cancellation deliberately difficult. If they do, they breach consumer law.

You have the right to accurate information about what you are signing up for. If the Foundation's website or communication misled you about your charges, renewal terms, or cancellation process, that is a breach of the Fair Trading Act 2020.

You have the right to a refund if you were charged after you cancelled. The organisation cannot keep money collected in breach of your cancellation request.

You have the right to complain to the Commerce Commission if the Foundation fails to honour your cancellation or refuses to refund you. The Commission can investigate and issue enforcement orders.

Escalating your complaint

If the Foundation does not respond to your cancellation request or refund claim within 10 business days, lodge a formal complaint with the Commerce Commission. You can file this online at www.comcom.govt.nz or by post. The Commission takes consumer complaints seriously and has power to compel organisations to comply with the law.

Your legal position is strong. You cancelled; the law is on your side; and Tocancel is here to help you understand your rights and take confident action.

Common mistakes when cancelling

Cancelling a donation should be straightforward, but small mistakes can delay the process or leave you confused. Here are the pitfalls to avoid.

Assuming your cancellation was processed

Many people cancel over the phone, assume the job is done, and then forget to check their next bank statement. Always verify in writing that your cancellation was accepted. Ask for an email confirmation, and check your statement 7 to 10 days later. If a charge still appears, you have proof of cancellation to show your bank.

Not keeping proof of cancellation

Save every confirmation email, letter, or bank statement showing when you cancelled and when charges stopped. If a dispute arises later, this proof is your strongest defence. Tocancel recommends taking a screenshot of any email confirmation and saving it to your computer or cloud storage.

Confusing one-off and recurring donations

If you made a single one-off donation, there is nothing to cancel. Charges stopped automatically after that one transaction. Do not worry if you do not see another charge; it is working as intended. Only monthly or workplace-deducted donations need active cancellation.

Using the wrong contact method

Email is slower than phone for cancellation. If you email a cancellation request, follow up by phone within 2 to 3 days to confirm it was received. Some charities process hundreds of emails daily and cancellations can be missed in the queue. A phone call ensures immediate acknowledgement.

After cancellation: what to expect

Cancelling your donation is the start of a process, not an instant end to all connection with the Foundation.

Communication after you cancel

The Foundation may still send you newsletters, fundraising appeals, or annual reports if you remain on their general mailing list. Cancelling your payment does not automatically remove you from communications. If you wish to stop receiving emails or letters, you can request this separately when you cancel, or ask to be removed from all mailing lists in a follow-up email.

If the Foundation continues to contact you after you request removal, tell them in writing and keep a record. Persistent unwanted contact after a clear opt-out request may breach the Privacy Act 2020.

Tax deductions and records

Cancelling your donation does not affect your tax deductions for gifts you already gave. The Foundation will issue an annual tax receipt covering all donations you made in that tax year. You can claim these as charitable donations if you itemise deductions on your tax return. The Inland Revenue Department (IRD) accepts donations to registered charities as eligible deductions.

Rejoining or changing your gift amount

If your circumstances improve and you wish to resume giving, you can set up a new monthly gift at any time. You can also choose a different amount than before. Simply contact the Foundation and set up a fresh monthly standing order. There is no penalty for rejoining after a cancellation.

Comparison table: cancellation methods

Contact details and next steps

Now that you understand your rights and the process, you are ready to cancel with confidence.

Fred Hollows Foundation contact information

Phone: 0800 227 229 (toll-free, Monday to Friday 9am to 5pm NZT)

Postal address:
Fred Hollows Foundation New Zealand
PO Box 302 429
North Harbour
Auckland 0751
New Zealand

Website: Check their official website for current email contact details and online support options.

If the Foundation does not respond

If you cancel but the Foundation does not stop charging you within 7 days, or if they refuse your refund request, you can escalate:

Commerce Commission:
www.comcom.govt.nz
Phone: 0800 943 600
The Commission investigates breaches of the Consumer Guarantees Act 1993 and Fair Trading Act 2020.

Your bank or credit card provider:
Contact them directly to dispute the unauthorised charge. They can reverse it within 5 to 10 working days at no cost to you.

Tocancel is here to help

Cancelling a charitable donation can feel uncomfortable, but your financial security matters more than any organisation's fundraising goals. You have the law on your side, and you have clear steps to follow. Tocancel has helped thousands of consumers cancel unwanted subscriptions, recurring payments, and standing orders across New Zealand by providing clear, empowering guidance. Whether you are cancelling the Fred Hollows Foundation or another service, Tocancel at tocancel.com offers free resources, step-by-step instructions, and contact templates to make the process simple and stress-free. Take action today, verify your cancellation in writing, and move forward with confidence. Your money, your choice.