Cancel Localize: Your Step-by-Step Guide

How to cancel Localize and protect your translation investment

What Localize is and why you might cancel

Localize is a web-based translation and localisation platform that helps teams manage multilingual websites and apps. The service combines machine translation with collaborative tools, hosted language assets, and project management features, making it useful for businesses handling content at scale across multiple languages.

You access Localize through an online account at localize.mobi, where you manage billing, team members, and translation projects. The platform offers tiered subscription plans with different language limits, pageview allowances, and features like screenshot capture, glossaries, and detailed audit logs.

If Localize no longer fits your translation workflow, budget, or business needs, Tocancel is here to guide you through cancellation with clarity and confidence. Whether you're switching to a competing tool, pausing localisation work, or simply reducing costs, understanding your cancellation options puts you in control.

When cancellation makes sense

You might consider cancelling Localize if your team has outgrown the feature set, found a more cost-effective alternative, or completed a specific project and no longer need ongoing subscription charges. Perhaps your business model has changed and translation management is no longer a priority. Whatever your reason, you deserve a straightforward cancellation process.

What tocancel can do for you

At Tocancel, we help thousands of New Zealand consumers and businesses navigate subscription cancellations, refund claims, and their consumer rights. This guide walks you through every cancellation method, refund eligibility, and the protections that apply to you under New Zealand law. We give you the knowledge and the confidence to take action.

Your consumer rights when cancelling Localize

New Zealand's Consumer Guarantees Act 1993 (CGA) gives you statutory rights when you purchase digital services, including software subscriptions like Localize. Understanding these rights strengthens your position if disputes arise and empowers you to claim what you're entitled to.

Consumer guarantees act protections explained

Under the CGA, Localize must provide services that are of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If the platform is unavailable for extended periods or fails to perform core translation functions, you have grounds to claim compensation or a refund. This protection applies regardless of what Localize's standard terms say.

Additionally, if you purchased Localize based on misleading information or if the company's terms contradict what was promised during the sales process, the Commerce Commission can investigate your complaint. Tocancel recommends documenting any service failures or misrepresentations before you initiate cancellation, as this evidence supports your case if escalation becomes necessary.

Your legal position: the CGA protects you by default; the burden is on Localize to prove the service met its obligations, not on you to prove it did not.

Your refund eligibility and fair trading rights

Localize typically advertises a 14-calendar-day refund window from the date of payment, provided you haven't used the service beyond a trial period or allowed auto-renewal to continue. This aligns with standard industry practice and New Zealand consumer expectations.

However, the CGA may entitle you to a refund even outside this window if the service is faulty or genuinely unfit for purpose. If Localize refuses a legitimate refund claim, you can escalate to the Commerce Commission (www.comcom.govt.nz) or seek free advice from Citizens Advice Bureau on 0800 408 808. Tocancel advises keeping all payment receipts and correspondence for at least 12 months in case you need to prove your case.

How to cancel Localize step by step

Localize offers multiple cancellation pathways, and Tocancel has tested each one so you know exactly what to expect. Choose the method that works best for your account setup and preference.

Method 1: cancel through your account dashboard

The simplest and fastest way to cancel is directly through your Localize account dashboard. This method gives you immediate control and produces an instant confirmation record.

1. Open your web browser and visit localize.mobi
2. Log in with your email address and password
   • If you've forgotten your password, use the "Forgot password?" link to reset it immediately
3. Navigate to your account settings or billing section (usually found in the top-right menu or main dashboard)
4. Look for the option labelled "Subscription", "Billing", or "Plans"
5. Select "Cancel subscription" or "Downgrade plan"
   • Localize may offer a discounted plan as an alternative to cancellation; read this carefully but do not feel obligated to accept
6. Complete the cancellation survey if prompted (this is optional; you can skip it)
   • If you wish to provide feedback about your experience, do so - it helps Localize improve
7. Confirm your cancellation by clicking the final "Cancel" button
8. Save or screenshot the confirmation page as proof of cancellation
9. Check your email for a cancellation confirmation message within 24 hours

Once you complete this process, your subscription will end on your next billing date unless Localize processes an immediate refund. Verify this date in your confirmation email.

Method 2: contact Localize support by email

If the dashboard method does not work or you cannot access your account, contact Localize support directly. This method creates a paper trail and is useful if you need to escalate a dispute later.

1. Send an email to [email protected] (or the support address listed on the localize.mobi website under "Contact Us")
   • If the email address is not listed, check the bottom of the login page or your most recent invoice
2. Use a clear subject line: "Request to cancel my Localize subscription"
3. Include in the email body:
   • Your full name and registered email address
   • Your Localize account ID or organisation name
   • The date your current billing period started and ends
   • Your reason for cancellation (optional but helpful)
   • A request for written confirmation of cancellation
   • A request for refund eligibility if applicable (see Refund section below)
4. Send the email from the same address registered to your Localize account
5. Keep a copy of your email in a folder labelled "Localize Cancellation"
6. Wait for a response within 5 to 10 business days
7. If you do not receive a response within 10 days, send a follow-up email and mark it "FOLLOW-UP"

Support should reply with a cancellation confirmation or ask clarifying questions. If they refuse to cancel, ask them to provide their cancellation policy in writing - this is important information to have if you need to involve the Commerce Commission.

Method 3: request cancellation via live chat or contact form

Some users find Localize's live chat or web contact form faster than email. Use this method if you want an immediate response.

1. Visit the Localize website and look for a "Contact Us", "Support", or "Help" link (usually at the bottom of the page)
2. Select live chat if available, or fill out their contact form
3. State clearly: "I want to cancel my subscription effective immediately"
4. Provide your account email and any reference numbers
5. Ask the agent to email you a cancellation confirmation within 1 hour
6. If you receive a confirmation, screenshot it and save it to your files

Live chat is useful for quick answers, but email confirmation is your best legal protection if a dispute arises later.

Understanding localize's refund policy

Refund eligibility depends on when you cancel, the reason, and whether the service was fit for purpose. This section explains your options and how to claim if you qualify.

The 14-day refund window

Localize advertises a 14-calendar-day refund window from the date of your initial payment. If you cancel within this period and have not used the service extensively (or at all), you are typically entitled to a full refund. This aligns with New Zealand consumer expectations and the Consumer Guarantees Act.

To claim a refund within this window, contact Localize support with your payment receipt and cancellation request. Include the exact date of your payment. Tocancel advises requesting a refund in writing (by email) so you have proof of the request.

Refunds outside the 14-day window

If you cancel after 14 days, you may still qualify for a refund or credit if the service is faulty or genuinely unfit for purpose. Examples include repeated platform outages, features that do not work as advertised, or performance failures that impact your business.

To claim a refund outside the window, send Localize a detailed email explaining the fault or unfit-for-purpose issue. Include screenshots, dates, and impact on your work. If Localize refuses, escalate to the Commerce Commission, which can investigate whether the CGA was breached. Tocancel recommends keeping detailed notes of all service issues as soon as you notice them.

Auto-renewal and prorated refunds

If your subscription auto-renews and you cancel within days of the renewal, Localize may offer a prorated credit toward your next billing cycle rather than a full refund. You can usually request a full refund by asking support directly. State in your email: "I did not authorise this renewal and request a full refund under the Consumer Guarantees Act."

If Localize auto-renewed your subscription without clear prior consent, this may breach the Fair Trading Act 2020. The Commerce Commission can investigate this practice. Tocancel advises reporting repeat auto-renewal issues to the Commission if the company does not refund you voluntarily.

Pricing and plan comparison

Understanding what you've been paying helps you assess whether a refund claim is justified or whether downgrading makes more sense.

If you're on a Professional or Business plan and considering cancellation, compare the cost of staying subscribed but downgrading to Starter against the refund you might recover. Tocancel recommends calculating your breakeven point before committing to cancellation.

What happens after you cancel Localize

Knowing what to expect after cancellation helps you plan your next steps and avoid surprises.

Your account and data access

Once your cancellation is processed, your access to Localize typically ends at the end of your current billing period or immediately, depending on Localize's policy. Before that date arrives, export any translation files, glossaries, or project data you may need in the future.

1. Log into your account and navigate to your projects or settings
2. Look for an "Export" or "Download" option for each project
3. Download all files to your computer or external storage
4. Verify that the files open and are complete before your access expires

Once your access ends, you cannot retrieve your data from Localize unless you resubscribe, so export everything before the cancellation takes effect.

Your billing and payment method

Verify that Localize stops charging your payment method on the agreed date. Check your bank or credit card statement one week after your intended cancellation date to confirm no further charges appear. If Localize continues to charge you after cancellation, this is a breach of the Fair Trading Act, and you should contact the Commerce Commission immediately.

If you wish to remove your payment method from the Localize account entirely, do so through your account settings before cancellation takes effect. This prevents accidental reactivation if you log back in by mistake.

Unsubscribe from Localize emails

Localize may continue to send you promotional emails or account updates after cancellation. Unsubscribe by clicking the unsubscribe link at the bottom of any Localize email, or request removal by emailing [email protected] with the subject "Unsubscribe from mailing list".

Common mistakes when cancelling Localize

Cancellation can feel stressful, especially if you've invested time in setting up projects. Learning from others' mistakes helps you avoid costly errors.

Not exporting your data before cancellation

This is the most common mistake. Once your subscription ends, you lose access to your translation projects, glossaries, and all collaborative history. If you need this data later, resubscribing to retrieve it costs money and time.

Export everything at least 48 hours before your cancellation takes effect. Save files to two locations (your computer and cloud storage) so you have a backup.

Cancelling without checking for pending refunds

If you cancel within the refund window or for a valid reason (service failure, misrepresentation), you may be entitled to money back. Many users cancel without asking, effectively giving Localize a free gift.

Always include a refund request in your cancellation email. If Localize refuses, ask them to cite the clause in their terms that denies your refund. Keep this response in case you escalate to the Commerce Commission.

Assuming auto-renewal has stopped

Some users cancel their subscription in their dashboard but do not realise that auto-renewal is still enabled on their payment method. On the next billing date, Localize auto-renews and charges your card again.

After you cancel, disable auto-renewal in your payment method settings (on your bank's or payment provider's website, not just Localize). Then check your next statement to confirm no charge appears.

Not keeping cancellation proof

If you cancel by phone or live chat and do not get written confirmation, you may struggle to prove the cancellation if Localize continues charging. Always request email confirmation, and save every confirmation message you receive.

Create a folder on your computer named "Localize Cancellation" and store screenshots, emails, and confirmation pages there. Keep this folder for at least 12 months after cancellation.

How to escalate if Localize refuses to cancel

In rare cases, Localize may refuse your cancellation request or claim you have a contractual obligation to remain subscribed. You have legal protections, and Tocancel outlines how to use them.

Step 1: request written reasons for the refusal

Email Localize support and ask: "Please provide your written reasons for refusing my cancellation request, citing the specific clauses in your terms and conditions that prevent cancellation." Keep a copy of this request and their response.

Step 2: contact the commerce commission

If Localize refuses to cancel or refund you, lodge a complaint with the Commerce Commission (www.comcom.govt.nz). The Commission investigates breaches of the Consumer Guarantees Act and the Fair Trading Act 2020. Provide them with your written correspondence and explain why you believe Localize's refusal breaches your consumer rights.

The Commerce Commission's complaint process is free and typically takes 4 to 12 weeks. Tocancel has helped thousands of consumers escalate disputes successfully by providing clear evidence and a written complaint.

Step 3: seek free legal advice

Citizens Advice Bureau (0800 408 808) offers free consumer law guidance. You can also contact Community Law (communitylawcentres.org.nz) if you need specialist support. Both organisations can review your case and advise whether Localize has breached the CGA or Fair Trading Act.

Checklist for cancelling Localize safely

Use this checklist to confirm you have completed all necessary steps before and after cancellation.

Switching from Localize: which alternatives to consider

If you are cancelling Localize because you need a different tool, this comparison may help you choose your next platform.

Many of these alternatives offer 14-day free trials or freemium plans, so you can test them before you fully cancel Localize. Tocancel recommends running parallel subscriptions for 2 to 4 weeks while you migrate, then cancel Localize once your data is safely in your new platform.

Your next step: cancel with confidence

Cancelling Localize is straightforward when you follow the right process and know your rights. Whether you cancel via the dashboard, email, or escalate to the Commerce Commission, you now understand exactly what to expect and how to protect yourself.

Tocancel has helped thousands of New Zealand consumers and businesses cancel digital subscriptions safely and recover refunds they were entitled to. Use the methods and checklist in this guide, export your data before cancellation takes effect, and request a refund if you fall within the eligibility window or if the service failed to meet its obligations under the Consumer Guarantees Act.

If Localize refuses to cancel or refund you, remember that the Commerce Commission exists to enforce your rights. Tocancel is here to guide you through every step, and you can always seek free advice from Citizens Advice Bureau or Community Law if you need reassurance.

Take action today: log into your Localize account, export your files, and submit your cancellation request. You are in control of your subscription, and you deserve clarity and fair treatment. Tocancel has provided thousands of consumers with the confidence and information they need to cancel successfully and move on to better solutions.