Cancel Pigeonly: Step-by-Step Guide

How to cancel Pigeonly and stop paying for prison communication services

What is Pigeonly and why you might cancel

Pigeonly is a United States-based service that connects you with incarcerated family members and friends through photo printing, postal mail delivery, phone support, and messaging tools. The company handles payments on your behalf, acting as an intermediary between you and correctional facilities or phone providers.

You use Pigeonly to send printed photos, cards, or messages without visiting a facility in person. The service operates through a website and mobile apps, with all costs charged in US dollars (USD). This means New Zealand customers often face unexpected currency conversion fees on top of service charges. If monthly costs are straining your budget, you've found a cheaper alternative, or the service no longer meets your needs, cancelling is straightforward once you know the correct process. Tocancel exists to guide you through this decision with clarity and confidence.

Core features and how they work

Pigeonly offers free photo sending (within monthly limits), paid subscription tiers that reduce per-transaction costs, and direct payment processing to prison phone providers. All transactions process in USD, which can result in currency conversion charges for New Zealand users. Your account stores payment history, messages, and contact details within Pigeonly's system. Understanding what happens to this data after cancellation matters, which is why Tocancel covers every cancellation pathway below.

Common reasons to cancel

Monthly fees may strain your budget, you might prefer a cheaper competitor, the service may not support your preferred contact method, or you may no longer need regular contact with an incarcerated person. Whatever your reason, you have clear consumer rights in New Zealand. Tocancel is here to help you exercise them confidently.

Your consumer rights when cancelling Pigeonly

New Zealand law protects you when you cancel services like Pigeonly, even though the company operates from overseas.

Consumer guarantees act protections

Under the New Zealand Consumer Guarantees Act 1993, you have specific rights when purchasing services. Pigeonly must provide a service that is of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. Your legal position is strong: if the service fails to meet these standards, you may be entitled to a refund, remedy, or replacement.

For example, if photos consistently fail to arrive, the app crashes repeatedly, or messages disappear from your account, you have grounds to request a refund under this Act. The Consumer Guarantees Act applies to all goods and services sold to consumers in New Zealand, regardless of where the company is based. This is a powerful protection for you as a New Zealand customer.

Cooling-off rights and payment disputes

If you subscribed to Pigeonly through Apple App Store or Google Play Store, you typically have 14 days to request a refund for accidental or unwanted purchases. This window is controlled by the app store itself, not Pigeonly. You can initiate refund requests directly through your app store account settings.

For direct subscriptions via Pigeonly's website, no explicit cooling-off period appears in their terms. However, if a charge is unauthorised or incorrect, you can dispute it with your bank or card provider. Tocancel recommends reviewing your transaction history each month to catch unexpected charges early and raise disputes promptly.

Escalation to the commerce commission

If Pigeonly refuses to honour your cancellation request or withholds a refund you believe you're entitled to, you can lodge a complaint with the Commerce Commission (comcom.govt.nz). The Commission investigates unfair contract terms and misleading conduct by businesses. This is your safety net if Pigeonly does not respond fairly to your cancellation request.

Methods to cancel Pigeonly

You have multiple cancellation pathways depending on where you subscribed.

Cancellation via the Pigeonly website

Cancelling directly on Pigeonly's website is the most straightforward method if you manage your subscription there. Log into your account, navigate to settings, and locate the subscription or billing section. Look for a "Cancel Subscription" button or similar option. Once you click it, the system will ask you to confirm cancellation and may offer a discount to keep you as a customer. Confirm the cancellation request and save a screenshot of the confirmation page as proof. Tocancel advises keeping this evidence in case you need to dispute a charge later.

Cancellation via apple app store

If you subscribed through the Apple App Store, you must cancel through Apple, not Pigeonly directly. Open the App Store app on your iPhone or iPad, tap your profile icon in the top right corner, select "Subscriptions," find Pigeonly in the list, and tap "Cancel Subscription." Apple will confirm the cancellation immediately. You receive a refund if you cancel within 14 days of the subscription start date for that billing cycle. Apple typically processes refunds within 5 to 7 business days. Save your cancellation confirmation from Apple for your records.

Cancellation via google play store

If you subscribed through Google Play Store, open the Play Store app on your Android device, tap your profile icon, select "Payments and subscriptions," tap "Subscriptions," find Pigeonly, and select "Cancel subscription." Google will ask you to confirm. Like Apple, you have 14 days to request a refund from the date of purchase. Google processes refunds within 5 to 10 business days. Keep your cancellation confirmation from Google in your records.

Cancellation by postal mail

If you prefer a paper trail or cannot cancel online, send a written cancellation request to Pigeonly's mailing address. Since Pigeonly has no dedicated New Zealand postal address, you must write to their United States office. Use this address:

Pigeonly, Inc.
United States of America

In your letter, include your full name, account email address, account number (if you have it), current subscription plan, and the date you wish the cancellation to take effect. Request written confirmation of cancellation. Send this letter via international post (airmail). Tocancel recommends using a tracked postal service so you can confirm delivery. Keep a copy of your letter and the postal receipt as evidence of your cancellation attempt.

Step-by-step cancellation guide

Follow these detailed steps to cancel your Pigeonly subscription without mistakes.

Cancellation via website

1. Visit pigeonly.com in your web browser
   • Log in with your email address and password
   • If you have forgotten your password, click "Forgot Password" and check your email for a reset link
2. Navigate to your account settings
   • Look for a settings icon (usually a gear symbol) or click your profile name in the top right corner
   • Select "Account Settings" or "Billing & Subscriptions"
3. Locate your subscription or billing information
   • Scroll to the section showing your current plan and charges
   • Look for a button labelled "Cancel Subscription," "Manage Subscription," or "Billing Options"
4. Click the cancellation option
   • The system will display a confirmation message asking you to confirm your cancellation
   • Pigeonly may offer a discount or incentive to keep you as a customer; ignore this if you wish to leave
5. Confirm your cancellation
   • Click "Confirm Cancellation" or "Yes, Cancel My Subscription"
   • The system should display a confirmation page with your cancellation date
6. Take a screenshot of the confirmation page
   • Save the image to your computer or phone as proof of cancellation
   • Note the cancellation date and any reference number shown
7. Check your email for a confirmation message
   • Pigeonly should send a confirmation email to your registered address within 24 hours
   • If you do not receive this, follow up with customer support

Cancellation via mobile app (Apple or google)

1. Open your device's app store
   • iPhone users: open the Apple App Store
   • Android users: open Google Play Store
2. Access your account settings
   • Apple: tap your profile icon (top right), then tap your name
   • Google: tap your profile icon (top right), then tap "Manage your Google Account"
3. Navigate to subscriptions
   • Apple: select "Subscriptions" from the menu
   • Google: select "Payments and subscriptions," then "Subscriptions"
4. Find Pigeonly in your active subscriptions list
5. Tap Pigeonly and select "Cancel Subscription"
   • The app store will ask you to confirm
   • Tap "Confirm" or "Yes"
6. Take a screenshot of the cancellation confirmation
   • Save the image immediately as proof
   • Note the cancellation date shown on screen

What happens after you cancel Pigeonly

Knowing what to expect after cancellation removes anxiety and helps you spot problems early.

Timeline and access

Once you confirm cancellation, your access to the Pigeonly service usually ends immediately or at the end of your current billing cycle, depending on how the company processes your cancellation. Check your confirmation message to see the exact end date. You will no longer be able to send new messages, upload photos, or make payments through Pigeonly after this date. Any pending deliveries scheduled before the cancellation date should still process. If a delivery was scheduled for after your cancellation date, contact customer support to ask whether it will be cancelled or processed.

Refunds and billing

Refund eligibility depends on when you cancel within your billing cycle. If you cancel within 14 days of a charge (especially for app store purchases), you may be entitled to a refund. If you cancel mid-cycle on a website subscription, Pigeonly's refund policy may not offer a pro-rata refund unless the service has failed to meet acceptable standards. Tocancel recommends contacting Pigeonly support to ask explicitly whether you qualify for a refund. Request a response in writing via email so you have evidence of their answer.

Monitor your bank or card statements carefully for 2 to 3 billing cycles after cancellation. If Pigeonly charges you again after cancellation, dispute the charge immediately with your bank or card provider. Frame your dispute as "unauthorised charge" or "service already cancelled." Your bank will investigate and typically returns disputed funds within 5 to 10 business days.

Data and account closure

Pigeonly will retain your account data (messages, photos, payment history) for a period determined by their privacy policy and data retention obligations. If you wish to request that Pigeonly delete your personal data, you can submit a data deletion request under the Privacy Act 2020. Send this request in writing to their mailing address or ask their customer support for the correct email. Request written confirmation that your data has been deleted. Tocancel advises keeping this confirmation for your records.

Pricing and fees overview

Common mistakes to avoid when cancelling

Cancelling a service can feel stressful, especially when money is involved. Here are the pitfalls that catch many people off guard.

Mistake 1: cancelling only the app without cancelling the subscription

Deleting the Pigeonly app from your phone does not cancel your subscription. You will still be charged on your next billing date. Always cancel the subscription through the app store or website before deleting the app. Tocancel sees this happen frequently, and it results in unexpected charges that require disputing with your bank.

Mistake 2: assuming cancellation is instant

Pigeonly may continue charging you for 1 to 2 billing cycles after your cancellation request, especially if you cancel near your billing date. Some charges may take 5 to 10 business days to reverse. Check your bank statement 2 to 3 weeks after cancelling. If unexpected charges appear, dispute them immediately with your card provider.

Mistake 3: not saving proof of cancellation

Pigeonly's support team may later claim they have no record of your cancellation if you cannot provide evidence. Always screenshot your confirmation page and keep the confirmation email. If you cancelled by post, retain your postal receipt and a copy of your letter. This evidence protects you if you need to escalate to the Commerce Commission.

Mistake 4: using Pigeonly after cancellation

Some users cancel, then accidentally use the service again without realising it is still active. Each new transaction may incur charges. Once you cancel, do not attempt to send photos, messages, or payments through the platform. Use an alternative service instead.

Mistake 5: not checking the cancellation date

Your subscription may remain active until the end of your current billing cycle, not immediately. If your next billing date is 20 days away, you will be charged on that date unless you cancel before it arrives. Tocancel recommends cancelling at least 5 days before your next billing date to ensure no further charges are processed.

Timeline for cancellation and refunds

Reviews and user feedback

Pigeonly holds a 4.5 out of 5 star rating across major platforms. Users consistently praise the speed of photo delivery and the reliability of the platform for maintaining contact with incarcerated loved ones. However, complaints centre on currency conversion fees for New Zealand customers, unexpected subscription charges, and difficulty reaching customer support. Several users report being charged after requesting cancellation, though most disputes were resolved once escalated to their bank. Tocancel recommends reading recent reviews before subscribing to any new service to identify patterns of complaints like these.

Alternatives to Pigeonly

How to contact Pigeonly and request support

If you encounter issues with cancellation or need clarification before cancelling, contact Pigeonly through these channels.

Email support

Send your cancellation or refund request to Pigeonly's support email address. Include your full name, registered email address, account number, and the reason for your cancellation. Request a written response confirming receipt of your request. Pigeonly typically responds within 24 to 48 hours during business days. Tocancel advises sending all cancellation requests via email so you have a documented trail.

Postal mail

If Pigeonly does not respond to email within 5 business days, send a formal cancellation letter by post to their registered office address in the United States. Include your account details and request written confirmation of cancellation. Use a tracked postal service so you can confirm delivery. Keep your postal receipt and a copy of your letter as evidence.

Since Pigeonly operates from the United States, they have no dedicated New Zealand office. Send all correspondence to their main business address in the USA.

Customer support through the platform

Log into your Pigeonly account and look for a "Help" or "Contact Support" option. Submit your cancellation request through the in-app form. However, this method is less reliable than email because you have no written record. Tocancel recommends using email in addition to in-app requests for critical matters like cancellation.

Checklist before and after cancellation

Use this checklist to ensure you cancel Pigeonly correctly and protect yourself from billing surprises.

Before cancelling:

• Confirm when your next billing date falls
• Check your current account balance and any pending charges
• Note your account number and registered email address
• Make sure you have no pending deliveries that require your Pigeonly account
• Download or screenshot any important messages or records from your account

During cancellation:

• Take a screenshot of the cancellation confirmation page
• Save the confirmation email Pigeonly sends you
• Note the cancellation date and any reference number
• Request written confirmation if you cancel by post

After cancellation:

• Monitor your bank statement for 2 to 3 billing cycles
• Dispute any unexpected charges with your bank immediately
• Do not use the Pigeonly service or app after your cancellation date
• Keep all cancellation proof for at least 12 months
• Request data deletion if you wish Pigeonly to remove your personal information

Summary and next steps

Cancelling Pigeonly is straightforward once you understand your rights and follow the correct procedure. You have clear protections under New Zealand's Consumer Guarantees Act 1993, a 14-day refund window if you subscribed through Apple or Google, and the right to escalate unfair charges to the Commerce Commission.

The fastest cancellation method depends on where you subscribed. If you use the Pigeonly website, cancel through your account settings. If you subscribed via an app store, cancel through Apple or Google. Always save proof of cancellation and monitor your bank statement afterwards.

If Pigeonly charges you after cancellation or refuses to honour your refund request, dispute the charge with your bank and lodge a complaint with the Commerce Commission. Tocancel has helped thousands of consumers cancel unwanted services, reclaim refunds, and protect their spending. Visit Tocancel.com today to explore guides for cancelling other services and to find more information on your consumer rights in New Zealand.

You have the right to cancel, the ability to demand a refund if the service failed to meet standards, and the backing of New Zealand law if a company refuses. Take action today, save your proof, and take control of your spending.