Cancel Heroku: The Right Way

How to cancel Heroku and protect your new zealand consumer rights

Why you might cancel Heroku and what it costs you

Heroku is a cloud platform that lets you deploy, manage, and scale web applications without building your own infrastructure. You get a web dashboard and command-line tools to push code, manage databases like Postgres, and integrate add-on services such as key-value stores and monitoring tools. The appeal is simplicity, but the cost can add up quickly if you're running multiple apps or premium dynos.

You might decide to cancel if you've completed a project, migrated to another hosting provider, or found your monthly bill no longer fits your budget. Some developers step away from side projects after testing, while others scale down when they move to production alternatives. Whatever your reason, your right to cancel is clear under New Zealand law, and Tocancel is here to walk you through the process so you don't accidentally leave services running and billing.

Common reasons to cancel Heroku

You cancel Heroku because your needs have changed. Perhaps you finished a prototype and don't need the app running. Maybe you've migrated your application to AWS, Google Cloud, or a dedicated server that offers better value. Some teams discover that Heroku's pricing, while convenient for rapid deployment, becomes expensive as their application grows. Others simply ran out of budget or found they no longer use the platform. Whatever your situation, cancelling should be straightforward and transparent.

Who uses Heroku and typical monthly costs

Heroku attracts solo developers, startups, and development teams who value speed of deployment over managing servers themselves. Your costs depend on which dynos (compute containers) and add-ons you run. An Eco dyno costs around NZ$8.65 per month; a Basic dyno runs about NZ$12.10. Heroku Postgres add-ons start at NZ$8.65 for the Essential 0 tier. If you're running multiple apps, premium databases, or additional services, your monthly bill can climb to hundreds of dollars. This is why many users decide to cancel or scale down their usage.

Heroku pricing in new zealand and what you're actually paying

Understanding Heroku's pricing structure in New Zealand dollars helps you see exactly what you're paying for and where you can cut costs.

Monthly pricing table for Heroku dynos and add-ons

How Heroku bills you and what happens when you cancel

Heroku charges by the second and prorates charges to your billing cycle. When you cancel a dyno mid-month, you stop paying for it immediately. However, Eco dyno hours remain available until the calendar month ends. This means you won't receive a partial refund for unused Eco hours if you cancel mid-month, even though you retain access to those hours until the 1st of the next month. Once you destroy paid add-ons like Postgres or Redis, charges stop immediately. Your billing account continues to exist until you delete your entire Heroku account, which you can do at any time through the dashboard.

How to cancel Heroku step by step

Cancelling Heroku involves removing paid dynos, destroying add-ons, and closing your account if you want a complete exit. Tocancel guides you through each method so you don't accidentally leave services running and billing.

Cancel via the Heroku dashboard (the fastest method)

The dashboard is your fastest route to cancellation. Most users complete the process without contacting support.

1. Go to dashboard.heroku.com and sign in with your account email and password.
2. Select the app you want to scale down or cancel from your list of apps.
3. Navigate to the Resources tab.
   • Find your dyno under "Dynos and workers".
   • Click the pencil icon to edit the dyno formation.
   • Change the quantity to 0 or remove the dyno entirely to stop charges immediately.
   • Confirm the change when prompted.
4. Remove all paid add-ons next.
   • In the same Resources tab, scroll to the "Add-ons" section.
   • Click each add-on you're paying for (such as Postgres, Redis, or Papertrail).
   • Select Destroy to remove it and stop recurring charges.
   • Confirm the destruction when prompted; this cannot be undone.
5. If you manage multiple apps, repeat steps 2 to 4 for each one.
6. To delete your entire Heroku account, go to Account settings and select Delete account at the bottom of the page. You must confirm this action via email.

Once you've removed all dynos and add-ons, Heroku stops charging you immediately. You can keep your account active for future projects, or delete it entirely if you're finished with the platform.

Cancel via email if you need help

If you encounter errors in the dashboard or need assistance with billing, contact Heroku's support team. Heroku does not maintain a postal address for New Zealand customers; all support inquiries are handled via email through their support portal. You can access the support portal at help.heroku.com or email your request to their general support team. Provide your account email, the name of the app you're cancelling, and any specific issue you're facing. Heroku typically responds within 24 to 48 hours.

If Heroku fails to cancel your service or continues to charge you after you've removed all dynos, Tocancel recommends escalating your complaint to New Zealand's Commerce Commission. This is your enforcement body for consumer disputes and unfair billing practices.

Your consumer rights when cancelling Heroku in new zealand

New Zealand's Consumer Guarantees Act 1993 protects your rights as a consumer purchasing online services like Heroku. Under this law, you are entitled to a service that is fit for purpose, of acceptable quality, and supplied with reasonable care and skill.

Your legal position and what it means

Your legal position is strong. If Heroku fails to deliver the service you paid for (for example, if your app experiences extended downtime or the platform becomes unusable), you have the right to cancel and claim a refund for the period in which the service was not provided. If Heroku continues to charge you after you've removed all dynos and requested cancellation, that is a billing error covered by the Act. You can dispute the charge with your bank or credit card issuer, and Heroku must demonstrate that the charge was authorised.

The Commerce Commission enforces the Consumer Guarantees Act. If Heroku refuses to refund you or respond to your cancellation request, you can file a complaint with the Commission at comcom.govt.nz. The Commission investigates unfair trading practices and can compel companies to refund consumers or take corrective action.

Refunds and what to expect after cancellation

Heroku does not automatically issue refunds for unused time once you cancel a dyno mid-cycle. This is because Heroku charges by the second; you pay only for the time you used. If you cancel a Basic dyno on the 15th of a 30-day month, you are charged only for the 15 days of service you received, not the full 30 days. Therefore, you should not expect a refund because you have already paid only for what you used.

However, if you find that Heroku charged you after you removed all dynos and add-ons, or if the service was completely unavailable during a billing period, you have grounds to request a refund. Contact Heroku support with your billing statement and evidence of non-service (such as screenshots of the dashboard or error messages). If they refuse, file a dispute with your bank or escalate to the Commerce Commission.

Tocancel recommends checking your account one week after cancellation to confirm no charges appear. If you see unexpected charges, contact Heroku immediately and provide proof of cancellation.

Common mistakes to avoid when cancelling Heroku

Many developers cancel one dyno but forget about add-ons, only to discover they're still being billed weeks later. It's an easy oversight, but it costs you money you didn't intend to spend.

Mistake 1: removing only the dyno and forgetting paid add-ons

If you destroy a dyno but leave Postgres, Redis, or monitoring add-ons running, you continue to pay for those services. Always check the Resources tab and destroy every paid add-on before considering your cancellation complete. Free add-ons do not charge you, but paid tiers do.

Mistake 2: scaling a dyno to zero without destroying it

Scaling a dyno to 0 workers stops it from running, but you may still incur small charges depending on your plan. If you intend to cancel permanently, remove the dyno entirely rather than scaling it. Tocancel advises checking your bill after scaling to zero; if you see any charge, contact support to have the dyno removed.

Mistake 3: not confirming destruction of add-ons

Heroku requires you to confirm the destruction of add-ons. If you skip the confirmation step, the add-on remains active and billing continues. Always wait for the confirmation message or email from Heroku before assuming the add-on is gone.

Mistake 4: assuming your account is deleted after removing dynos

Removing all dynos and add-ons does not delete your account. Your account remains active, which means Heroku retains your data and you retain access to your dashboard. If you want a complete break from the platform, you must explicitly delete your account through Account settings.

What happens after you cancel Heroku

Cancelling Heroku is often the start of a transition, not an ending. Understanding what happens next helps you plan your next steps with confidence.

Your app after cancellation

Once you remove all dynos, your app stops running immediately. External users cannot access your app, and no new requests are processed. If you've built an app that others depend on, notify your users before cancellation so they can prepare. Your code remains in your local repository and in any version control system (such as GitHub) where you pushed it. You can redeploy your app to another platform at any time using the same codebase.

Your data and databases after cancellation

If you destroy a Heroku Postgres database, all data in that database is deleted permanently. Heroku does not retain backups after you destroy an add-on. Therefore, before you destroy a database, export your data if you need it. You can download a backup from the Resources tab or use the heroku pg:backups command via the Heroku CLI. Once you've exported your data, you can safely destroy the database.

Your billing account

Once you've removed all dynos and add-ons, Heroku stops charging your payment method immediately. Your billing account remains open, but no new charges occur unless you deploy a new app or add a new paid service. You can delete your billing account along with your Heroku account if you choose, which removes all record of your account from Heroku's systems.

When you should cancel Heroku (and when you shouldn't)

Cancelling Heroku makes sense in certain situations and less sense in others. Understanding when to cancel helps you avoid hasty decisions you might regret.

Reasons to cancel Heroku

Cancel if your project is complete and you no longer need the app running. Cancel if you've found a cheaper hosting provider that better suits your current needs. Cancel if your business has pivoted and you no longer need the platform. Cancel if you're consolidating multiple services to reduce complexity and costs. Cancel if you move to a dedicated server or container orchestration platform (such as Kubernetes) that offers better scalability and cost efficiency.

Reasons to keep Heroku running

Keep Heroku if it powers an app that generates revenue or serves users who depend on it. Keep it if you're in the early stages of a startup and need to focus on product development rather than infrastructure management. Keep it if your app has unpredictable traffic and you value Heroku's ability to scale automatically. Keep it if you have a small side project that uses an Eco dyno for under NZ$10 per month; the convenience may outweigh the cost.

Heroku cancellation checklist

Use this checklist to ensure you've completed every step of the cancellation process and won't be surprised by unexpected charges.

After completing this checklist, wait one week and review your bank or credit card statement. If no new Heroku charges appear, your cancellation is complete. If charges do appear, contact Heroku support immediately.

Comparing Heroku with alternatives before you cancel

Before you cancel Heroku, consider whether another platform might serve your needs better. This comparison helps you make an informed decision and avoid switching later.

Heroku versus other cloud platforms

If you're cancelling because of cost, DigitalOcean App Platform and Render offer similar ease of deployment at lower prices. If you need more control and better scalability for a growing app, AWS or Google Cloud might be worth exploring, though they require more configuration.

Contacting Heroku and escalating if cancellation fails

If you cannot cancel through the dashboard or Heroku fails to remove charges, Tocancel recommends a structured approach to resolving the issue.

Heroku support contact methods

Heroku's primary support channel for New Zealand customers is email through their support portal. Access the portal at help.heroku.com and submit a ticket describing your issue. Provide your account email, the name of any apps you're cancelling, and specific details about your problem (such as "I removed all dynos but continue to receive charges"). Heroku typically responds within 24 to 48 hours.

Heroku does not maintain a physical mailing address for New Zealand. The only postal address associated with Heroku is that of Salesforce, Heroku's parent company, located in the United States. For New Zealand-based disputes, email support is your primary channel.

Escalation to the new zealand commerce commission

If Heroku does not respond to your cancellation request within 10 business days, or if they refuse to remove charges you believe are incorrect, escalate your complaint to the Commerce Commission. The Commission investigates unfair trading practices and non-compliance with the Consumer Guarantees Act. File a complaint at comcom.govt.nz and include copies of your email correspondence with Heroku, your billing statements, and evidence of your cancellation request (such as screenshots of the dashboard or confirmation emails).

The Commerce Commission has the authority to compel Heroku to issue refunds, correct billing errors, and take corrective action. If Heroku is found to be engaging in unfair practices, the Commission can pursue enforcement action.

Final summary and next steps

Cancelling Heroku is straightforward if you know the process and your rights. You can remove dynos and add-ons through the dashboard in minutes, and charges stop immediately. New Zealand's Consumer Guarantees Act protects you if Heroku fails to deliver service or continues to charge you without authorisation. The Commerce Commission enforces your rights and can compel refunds if disputes arise.

Before you cancel, confirm you've backed up any critical data and removed all paid services. Check your billing statement one week after cancellation to ensure no unexpected charges appear. If charges do occur after you've cancelled, contact Heroku support and escalate to the Commerce Commission if necessary. Tocancel has helped thousands of consumers cancel unwanted subscriptions and reclaim their money by understanding their rights and taking confident action. You can do the same with Heroku.

Your next step is to log into your Heroku dashboard, remove your dynos and add-ons, and confirm the changes. Once you've done that, monitor your next billing statement for any unexpected charges. If all is clear, your cancellation is complete, and you're free to move your app to another platform or let it rest.