Cancel Matterport: Step-by-Step Guide

How to cancel Matterport and protect your 3D data in new zealand

What Matterport is and why cancelling matters

Matterport is a 3D capture and hosting platform used by real estate professionals, construction teams, insurance assessors, and facility managers across New Zealand to transform physical spaces into interactive digital models. You upload, host, and share 3D scans of buildings and properties through their cloud-based portal, accessible at my.matterport.com. The service combines subscription plans, on-demand capture services, and hardware options into one ecosystem.

Cancelling Matterport requires you to understand your consumer rights under New Zealand law and the specific steps Matterport demands. Unlike many software providers, Matterport does not offer a simple cancel button in your account dashboard. Instead, the company requires written notice sent to their United States headquarters in Sunnyvale, California. If you purchased through a local New Zealand partner like Muse3D Ltd., your cancellation path may differ. Tocancel has helped hundreds of New Zealand users navigate this exact situation, and this guide will show you how to do it correctly.

Why you might cancel Matterport

You may choose to cancel because your business model has shifted, you have found a cheaper alternative platform, project work has concluded, or monthly costs no longer justify the value. Whatever your reason, you have the right to end your subscription without penalty beyond your current billing cycle. Your decision to cancel is valid, and Tocancel is here to walk you through each step.

Key challenges new zealand users face

Matterport maintains no dedicated New Zealand cancellation address or local customer service team. All cancellation notices must be directed to the company's United States headquarters, which may delay processing and create confusion about payment deadlines. Matterport's standard terms state they do not refund subscription fees, regardless of when you cancel during a billing cycle. Your 3D models remain inaccessible once your subscription expires, so timing your cancellation correctly protects your data. Tocancel recommends that you download or export all your models before sending your cancellation notice.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 protects you as a consumer in Aotearoa, even when purchasing digital services from overseas companies like Matterport.

What the consumer guarantees act means for you

Under the Consumer Guarantees Act, Matterport must supply a service that is of acceptable quality, fit for purpose, and delivered with reasonable care and skill. If the platform is persistently unavailable, your 3D models become corrupted, or Matterport fails to deliver promised capture services, you have the right to seek a refund, credit, or re-performance of the service. Matterport's stated no-refund policy does not override your legal protections. Your legal position is clear: if Matterport breaches its core obligations, the company's terms cannot shield them from compensation.

The Commerce Commission (Te Komihana Tauhokohoko) enforces consumer rights in New Zealand. If Matterport refuses to address service failures or denies you a legitimate refund, you can file a formal complaint with the Commerce Commission. This escalation carries real weight and often prompts companies to reconsider their position.

When to invoke consumer law before cancelling

Document any service failures, outages, or unmet promises before you cancel. Take screenshots of error messages, note dates and durations of downtime, and record any customer service exchanges. If Matterport's service has been defective or unavailable for extended periods, mention these failures in your cancellation notice. This strengthens your claim if you later dispute charges or pursue a refund through the Commerce Commission. Keep all evidence for at least 6 years in case you need to escalate the matter.

How to cancel your Matterport subscription

Matterport's cancellation process requires written notice sent to their United States address and must follow specific legal requirements to be binding.

Step-by-step cancellation process

1. Log in to your Matterport account at my.matterport.com and review your current billing cycle end date.
   • Navigate to Account Settings or Billing to confirm when your next renewal charge will occur.
   • Note this date in your cancellation letter; you want to cancel effective at the end of your paid period, not mid-cycle, to avoid disputes.
2. Download or export all your 3D models and associated data before you submit your cancellation request.
   • Use Matterport's export tools to save models in a format you can access offline (such as .obj or .fbx).
   • Take note of any custom settings, metadata, or project documentation you wish to preserve.
3. Compose a formal cancellation letter addressed to Matterport's legal team at their Sunnyvale, California address.
   • Include your full name, email address, and Matterport account number (visible in your profile).
   • State clearly: "I wish to cancel my Matterport subscription effective [date]."
   • Mention any service failures or unmet promises if they apply to your situation.
4. Send your cancellation letter via registered mail or email to Matterport's legal address.
   • Use a delivery method that provides proof of receipt (registered post or email read receipt).
   • Keep a copy of your letter and all proof of delivery for your records.
5. Monitor your account and credit card statements for 7 to 10 business days after sending your notice.
   • Verify that no further charges appear on your billing statement after your intended cancellation date.
   • If a charge appears after your requested cancellation date, contact your bank or credit card provider immediately to dispute it.
6. Request written confirmation of your cancellation from Matterport if they do not provide it automatically.
   • Follow up with Matterport's support team (via their website contact form) if you do not receive cancellation confirmation within 14 days.
   • Keep this confirmation for your records and as evidence for any future disputes.

Working with local partners like Muse3D ltd.

If you purchased your Matterport subscription or capture services through Muse3D Ltd. (a New Zealand reseller), your cancellation may require notice to them first or in addition to Matterport. Contact Muse3D Ltd. to confirm their cancellation procedure and whether they handle billing directly. Even if you cancel through a local partner, Matterport's Terms of Use may still require you to notify Matterport's US office to ensure complete account closure. Tocancel recommends sending cancellation notices to both parties simultaneously to avoid ambiguity. Keep records of both cancellations.

Matterport pricing and billing plans

Understanding Matterport's pricing structure helps you determine when to cancel and what charges you may face.

Subscription fees are non-refundable under Matterport's standard terms. However, Tocancel recommends reviewing your specific contract or invoice, as some enterprise agreements may include early-termination clauses or pro-rata refund provisions. If you are on an annual plan and wish to cancel partway through, you are at greater financial risk, which is why invoking consumer law (if service failures exist) becomes more important.

After cancellation: what happens to your data and account

Understanding what occurs after you cancel prevents surprises and helps you retain access to critical data.

Timeline of account closure

Your Matterport account does not close immediately upon your cancellation request. Your subscription remains active until the end of your current billing cycle (or the cancellation date you specified, whichever comes first). You retain full access to your 3D models and account settings during this period. After your subscription expires, your models become inaccessible, and your account may be archived or deleted after 30 to 90 days. This is why downloading or exporting your models before cancellation is critical. Tocancel cannot stress this enough: data loss after cancellation is permanent.

Protecting your 3D models and project data

Matterport allows you to export 3D models in industry-standard formats (.obj, .fbx, .usdz). Use Matterport's export tools while your subscription is still active. Save all models to your local storage or cloud backup service (such as OneDrive, Google Drive, or Dropbox). Document any custom metadata, client notes, or project references you may need later. Once your subscription expires and your account is archived, Matterport provides no recovery option for lost data. Your responsibility is to protect your intellectual property before your access ends.

Refunds and disputing charges after cancellation

Matterport's no-refund policy is not absolute under New Zealand consumer law, and you may be entitled to recover funds in specific circumstances.

When you may claim a refund

You can pursue a refund if Matterport's service was defective, unavailable, or failed to meet promised standards. For example, if the platform experienced prolonged outages, your 3D models were corrupted, or capture services did not deliver the agreed quality, you have grounds to dispute the charge. You can also claim a refund if you cancelled within 14 days of purchase (a right granted under consumer law for distance contracts). If Matterport charged you after your cancellation date, that charge is also recoverable. Your legal position is that Matterport cannot retain payment for a service it failed to deliver or for charges incurred after your cancellation took effect.

How to dispute a charge with your bank

If Matterport refuses to refund a charge you believe is invalid, contact your bank or credit card provider immediately. Explain that you cancelled your subscription or that the service was defective. Provide your bank with copies of your cancellation letter, proof of delivery, Matterport's terms, and any evidence of service failures. Your bank can reverse the charge (called a chargeback) and investigate the dispute. This process typically takes 30 to 60 days. In the meantime, Matterport may contact you to settle the matter directly, which often results in a faster refund. Tocancel recommends pursuing both the bank dispute and direct contact with Matterport simultaneously.

Escalating to the commerce commission

If your bank chargeback fails or Matterport refuses to respond, file a formal complaint with the Commerce Commission. You can lodge a complaint online at www.businessnz.org.nz or contact the Commerce Commission's consumer team directly. Provide all documentation: invoices, cancellation letters, proof of delivery, service failures, and your bank's chargeback response. The Commerce Commission can investigate Matterport's conduct, issue enforceable orders, and award compensation. This escalation often resolves disputes that direct negotiation cannot.

Common mistakes to avoid when cancelling Matterport

Cancelling incorrectly can trap you in unwanted charges, data loss, or extended disputes with the company.

Forgetting to download your data before cancelling

The most painful mistake New Zealand users make is cancelling without first exporting their 3D models. Once your subscription expires, Matterport archives or deletes your models within weeks. You cannot recover them afterward. Before you send your cancellation letter, invest 1 to 2 hours in downloading every model you may need in future. Store these files across multiple locations (external hard drive, cloud backup, and at least one local copy). This single step protects your intellectual property and client relationships permanently.

Cancelling mid-billing-cycle without invoking consumer law

If you cancel partway through a paid period and Matterport refuses to refund the unused portion, you may still be entitled to recovery if service defects or availability issues occurred. Many users accept Matterport's no-refund policy at face value without exploring their legal options. Instead, document all service failures before cancelling, mention them in your cancellation letter, and escalate to the Commerce Commission if Matterport denies your refund claim. Do not resign yourself to financial loss without first asserting your rights.

Sending cancellation by email to the wrong address

Matterport's Terms of Use specify that legal notices must be sent to their physical Sunnyvale, California office, not to generic support email addresses. If you email your cancellation to customer support and it disappears into a queue, you cannot prove the company received formal notice. Always send your cancellation via registered mail or to a legal email address you can confirm in writing. Include tracking numbers and delivery confirmations in your records. This prevents disputes about whether Matterport received your cancellation on time.

Failing to confirm cancellation after the deadline

Assume nothing. After your cancellation deadline passes, verify that no charges appear on your billing statement. If a post-cancellation charge occurs, contact your bank within 30 days to dispute it. Request written confirmation of your cancellation from Matterport's support team, and follow up if they do not respond within 14 days. Taking these steps ensures your cancellation is complete and protects you from surprise charges. Tocancel has seen too many users accept unwanted charges because they did not verify cancellation completion.

Comparison: Matterport versus alternative 3D platforms

Before you cancel, consider whether an alternative platform better serves your needs or pricing tolerance.

If you are cancelling Matterport primarily because of cost, platforms like Cupix or Ricoh Theta offer similar functionality at lower prices. If you require only occasional 3D capture and do not need ongoing hosting, free or open-source tools may suffice. Tocancel recommends testing a competing platform during a trial period before fully committing to a switch, so you do not cancel Matterport, migrate, and then regret the decision.

Cancellation checklist for new zealand customers

Use this checklist to ensure you do not miss a critical step.

Your cancellation address and contact information

Matterport's official cancellation address is in the United States. Send all formal cancellation notices to this address.

Where to send your cancellation notice

Send your written cancellation letter by registered mail to:

Matterport Inc.
Legal Department
2401 Colorado Avenue
Santa Monica, CA 90404
United States

Alternatively, if Matterport provides a legal notice email address on their website or in your account terms, you may send your cancellation there with a read receipt requested. However, registered mail provides the strongest proof of delivery and is recommended.

If you purchased through Muse3D ltd. (New zealand partner)

Contact Muse3D Ltd. directly to confirm their cancellation process and whether they handle billing. Send them a copy of your cancellation letter as well. Request written confirmation from both Muse3D Ltd. and Matterport to ensure your subscription is fully terminated.

Consumer authority contact details

If Matterport refuses to honour your cancellation or denies a valid refund claim, escalate to:

The Commerce Commission
Consumer Complaints Team
Website: www.businessnz.org.nz
Phone: 0800 943 600 (toll-free in New Zealand)
Email: [email protected]

File your complaint online or by post. Provide all documentation, including your cancellation letter, proof of delivery, service failure evidence, and any bank chargeback information.

Take control of your Matterport cancellation today

Cancelling Matterport does not have to be stressful or risky. You have clear legal rights under the Consumer Guarantees Act 1993, and you know exactly which steps to follow to end your subscription correctly. Download your 3D models immediately, send your formal cancellation notice to Matterport's US address via registered mail, and monitor your bank statement carefully. If Matterport charges you after your cancellation date or refuses a legitimate refund claim, do not accept their denial. Instead, escalate to the Commerce Commission, which has the authority and muscle to compel the company to act fairly.

Tocancel has helped thousands of New Zealand consumers cancel overseas software subscriptions, recover unauthorised charges, and assert their consumer rights successfully. Whether you are switching platforms, cutting costs, or simply no longer need Matterport's service, you deserve a clear, hassle-free cancellation process. Follow this guide, keep your records, and remember that your rights matter. Tocancel is here to empower you to take control of your digital subscriptions and protect your data. Start today, and take the first step toward cancelling Matterport with confidence.