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Cancel Mindmetric: The Right Way
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How to cancel Mindmetric and recover your money in new zealand
Understanding Mindmetric and why you might want to cancel
Mindmetric is an online cognitive assessment platform that offers neurodevelopmental testing for autism spectrum disorder (ASD), attention-deficit/hyperactivity disorder (ADHD), and intelligence quotient (IQ) assessments. The service also includes Brain Hub, a subscription tier that delivers AI-generated insights and personalised recommendations based on your test results.
The platform operates on two distinct pricing models. You can purchase a one-off cognitive assessment report for approximately NZ$3.14, or you can subscribe to Brain Hub at roughly NZ$31.49 per month. Brain Hub includes a 7-day free trial, after which your subscription auto-renews unless you cancel.
If you have signed up and now want to exit the service, you have clear consumer rights as a New Zealand resident. Whether you are unhappy with the insights provided, concerned about how Mindmetric handles your neurodevelopmental data, or simply reconsidering the monthly commitment, Tocancel is here to guide you through cancellation with clarity and confidence. Your decision to step back is valid, and the process is straightforward when you know your rights.
Who operates Mindmetric
Mindmetric is operated by Mecon Investments PTY LTD, an Australian company registered in Australia. According to Mindmetric's Terms and Conditions, this is the entity responsible for handling subscription queries and cancellation requests from all users, including those in New Zealand.
A significant challenge for New Zealand consumers is that Mindmetric does not publish a dedicated New Zealand postal address. This means if you need to escalate a complaint or pursue a formal refund claim, you may need to contact them via their Australian address or rely on email and online contact channels. Tocancel recommends documenting every contact attempt, as this strengthens your case if you later need to involve the Commerce Commission.
Why consumers cancel Mindmetric
Cancellation reasons vary widely among users. Some subscribers find the AI-generated insights less personalised than expected, while others realise the monthly fee does not justify continued use once the free trial ends. A significant portion of cancellations stem from auto-renewal surprise charges, particularly when users forget that the 7-day trial is about to expire and charges will begin automatically.
Data privacy concerns are also common. Neurodevelopmental assessment data is highly sensitive personal information. If you feel uncomfortable with how Mindmetric stores, processes, or uses your cognitive test results, or if you have concerns about data retention, cancellation is absolutely the right decision. Your peace of mind matters, and Tocancel supports your right to withdraw from any service that doesn't align with your privacy expectations.
Your consumer rights in new zealand
New Zealand's Consumer Guarantees Act 1993 is your primary legal protection when you purchase any service, including digital subscriptions like Brain Hub.
What the consumer guarantees act covers
Under the Consumer Guarantees Act, every service supplier in New Zealand must guarantee that the service is rendered with due care and skill, is fit for the purpose you made clear, and matches any description or representation the supplier gave you. This means Mindmetric must deliver what it promises, or you have grounds to claim a remedy.
If Mindmetric's test results fail to arrive within the promised timeframe, if the AI insights are fundamentally not fit for the stated purpose of understanding your neurodevelopmental profile, or if the service does not match what the company advertised, you can request a refund or alternative remedy. The legal burden is on Mindmetric to prove the service was delivered as promised. In practice, this means if you can show that the service fell short, Mindmetric must either fix it or refund you.
Keep all confirmation emails, screenshots of Mindmetric's service pages as they appeared when you signed up, payment receipts, and notes on when you attempted to use the service. These documents are your evidence if you need to escalate a complaint to the Commerce Commission.
Automatic renewal and cooling-off rights
Although New Zealand law does not currently mandate a universal cooling-off or 'right to change your mind' period for digital services purchased online, Mindmetric's own terms state you have access to a 7-day free trial before any charges occur. Cancelling within that 7-day window should result in zero charges and no barriers to withdrawal.
If you are charged during the trial period without your explicit consent, or if auto-renewal occurs and you dispute it, you have two immediate options. First, contact your bank or payment provider to dispute the transaction-they can often reverse unauthorised charges. Second, file a complaint with the Commerce Commission's Consumer Protection Division. Document the exact date you signed up, the trial end date, and the date the charge appeared on your statement.
When to escalate beyond Mindmetric
If Mindmetric refuses a refund you believe you are entitled to under the Consumer Guarantees Act, or if they do not respond to your cancellation request within 10 business days, you can escalate the matter. The Commerce Commission (www.comcom.govt.nz) is the New Zealand regulator for fair trading and consumer protection. You can file a formal complaint if Mindmetric ignores you or refuses to act in good faith.
For disputes involving smaller amounts, you may also use the Disputes Resolution Services (DRS) if you meet the eligibility criteria. Tocancel strongly recommends keeping timestamped copies of every email you send to Mindmetric, every auto-generated response, and any customer service interactions. This evidence is invaluable if you need external intervention.
Cancellation methods for Mindmetric
Mindmetric does not publicly advertise a straightforward online cancellation button or account dashboard option. This means you must proactively contact the company to cancel, and Tocancel recommends using multiple channels to ensure your cancellation request is received and recorded.
Direct contact channels
Your primary cancellation method is direct contact with Mindmetric. Locate their customer support email address on the Mindmetric website (usually listed under 'Contact Us' or in your subscription confirmation email). Send a clear, written cancellation request stating your full name, email address, the subscription plan you wish to cancel, and the date you wish the cancellation to take effect (ideally immediately or at the end of the current billing cycle).
Include a simple subject line such as 'Subscription Cancellation Request-Brain Hub' so your email is not missed. Request a written confirmation of cancellation once the company processes your request. This confirmation is important evidence that you cancelled on a specific date, which protects you if Mindmetric continues to charge after your cancellation date.
Payment provider cancellation
If Mindmetric does not respond to your cancellation email within 10 business days, or if charges continue after you believe you have cancelled, contact your bank or payment provider directly. You can instruct your bank to block all future transactions from Mindmetric by cancelling the payment authorisation or revoking the recurring payment instruction. This is a legitimate fallback if the company ignores your cancellation request.
Provide your bank with copies of your cancellation email to Mindmetric and the date you sent it. This creates a paper trail showing you made a good-faith effort to cancel through normal channels before using your bank's intervention tools.
Step-by-step cancellation process
Follow these steps to cancel your Brain Hub subscription confidently and ensure the company honours your request.
- Log into your Mindmetric account (if you still have access) and locate your subscription or billing settings to confirm your current plan, the next renewal date, and the amount you are being charged each month.
- Draft a cancellation email to Mindmetric's customer support address with the following information:
- Your full name and registered email address
- The subscription plan you wish to cancel (e.g., Brain Hub monthly subscription)
- Your account ID or username (if visible in your account settings)
- The reason for cancellation (optional, but helpful for feedback)
- The date you wish the cancellation to take effect (e.g., 'effective immediately' or 'at the end of the current billing cycle')
- A request for written confirmation of cancellation
- Send the email and take a screenshot of the sent message, including the timestamp and recipient address. Save this screenshot to your records.
- Wait for a response from Mindmetric. The company should acknowledge your request and provide cancellation confirmation within 5 to 10 business days.
- Once you receive cancellation confirmation, monitor your bank statement or payment app for the next billing cycle. If no charge appears on the expected renewal date, your cancellation was successful.
- If a charge appears after you cancelled, contact your bank immediately to dispute it as an unauthorised recurring charge and provide your cancellation email as evidence.
Refund eligibility and how to claim
Your refund rights depend on when you request cancellation and why you are cancelling.
Refunds during the free trial
If you cancel within the 7-day free trial period, you should not be charged at all. Mindmetric's terms indicate that charges do not begin until the trial expires. If you are charged during the trial despite cancelling, this is an error on Mindmetric's part, and you have a clear right to a full refund under the Consumer Guarantees Act. Contact your bank to dispute the charge immediately, and simultaneously email Mindmetric with the phrase 'Unauthorised charge during free trial period' so the company knows you dispute this fee.
Refunds after trial expiry
If you paid for a full month of Brain Hub and wish to cancel, your refund entitlement depends on whether you have consumed the service and whether Mindmetric's terms allow partial refunds. Most subscription services do not offer pro-rata refunds for mid-month cancellations, but Tocancel recommends asking anyway. Include the phrase 'Request for partial refund-unused portion of current billing cycle' in your cancellation email.
If Mindmetric refuses and you believe the service was not fit for purpose (i.e., the AI insights were ineffective or inaccurate), you can argue for a refund under the Consumer Guarantees Act. However, this requires evidence that the service failed to meet the standard of a service delivered with due care and skill. Screenshots of the insights, your account activity dates, and notes on what you expected versus what you received all strengthen your claim.
Disputed charges and chargeback requests
If Mindmetric continues to charge you after you cancelled, or if you were charged during the free trial without authorisation, you have the right to request a chargeback through your bank. Contact your bank's fraud or dispute department and state that you cancelled the subscription on a specific date (provide the email you sent) and that subsequent charges are unauthorised. Your bank will investigate and, if the evidence supports you, reverse the charges.
This process typically takes 2 to 6 weeks. Keep all documentation until the chargeback is resolved. Tocancel advises that using your bank's chargeback option is your nuclear option-it is effective, but it may result in Mindmetric blocking your account entirely. Use it only if Mindmetric ignores your cancellation request or refuses to refund unauthorised charges.
Mindmetric pricing and subscription plans
Use this table to understand what you are paying for and to confirm the correct plan on your statement.
| Plan | Cost (NZD) | Billing cycle | Free trial | What you get |
|---|---|---|---|---|
| One-off cognitive assessment report | $3.14 | One-time purchase | None | Single neurodevelopmental test result |
| Brain Hub subscription | $31.49 | Monthly auto-renewal | 7 days | AI insights, personalised recommendations, ongoing access |
Most cancellations relate to the Brain Hub monthly subscription. Note that the one-off report is a single purchase with no ongoing charges. If you purchased only the report and are not being charged monthly, you do not need to cancel anything-your transaction is complete.
After you cancel Mindmetric
Once your cancellation is confirmed, take these steps to protect yourself and ensure a clean break from the service.
Confirm the cancellation
Check your email for Mindmetric's cancellation confirmation. If you do not receive one within 10 business days of sending your cancellation request, send a follow-up email with the subject line 'Cancellation confirmation request-urgent'. Tocancel recommends you do not assume silence means acceptance. Written confirmation is your legal protection.
Monitor your bank account
Watch your bank statement or payment app for the next 60 days. If the expected monthly charge does not appear on the renewal date, your cancellation worked. If a charge appears, immediately dispute it with your bank and provide your cancellation email as evidence. Do not wait or hope the company will refund you-escalate instantly.
Request data deletion
Once you have cancelled, consider asking Mindmetric to delete your personal data, including your cognitive test results and any insights generated from your account. Under the Privacy Act 2020, you have the right to request that an organisation remove your personal information if you no longer use their service. Send a follow-up email stating 'Data deletion request-please remove all records of my account' and provide your full name and account ID. Keep a copy of this request for your records.
Update your account credentials
If you had a password-protected Mindmetric account, you can request account deletion or simply abandon the account. Mindmetric should not charge you once the subscription is cancelled, but deleting your account removes any risk of re-activation if a system error occurs on their end.
Common mistakes to avoid when cancelling
Cancelling a subscription is stressful, and it is easy to make decisions that weaken your position. Here are the pitfalls Tocancel has seen consumers face.
Not requesting written confirmation
Many people cancel verbally (over the phone, if a support line exists) or via live chat and assume the job is done. Without written confirmation, you have no proof you cancelled on a specific date. If Mindmetric later charges you and denies receiving your cancellation request, you are stuck. Always email your cancellation request and save the confirmation response.
Missing the free trial deadline
The 7-day free trial is your window to cancel for free. If you forget the trial end date and the charge posts, you lose leverage. The moment you sign up for Brain Hub, add a reminder to your phone or calendar for day 6 of the trial. This gives you a safety buffer before auto-renewal kicks in on day 8.
Not disputing unauthorised charges immediately
If you are charged after cancelling, waiting weeks to dispute the charge weakens your case. Contact your bank within 24 hours of spotting the unauthorised charge. Your bank has a time limit (usually 60 to 120 days) to investigate, and the sooner you report it, the sooner the investigation closes in your favour.
Throwing away your confirmation emails
Delete nothing. Keep every email from Mindmetric, every payment receipt, every cancellation confirmation, and every follow-up message in a dedicated folder on your email or in cloud storage. These are your legal evidence if you need to escalate to the Commerce Commission or dispute the charge with your bank.
Checklist for cancelling Mindmetric
Use this checklist to ensure you have completed every step and documented your cancellation properly.
| Action | Completed | Notes |
|---|---|---|
| Confirm your subscription plan and renewal date in your Mindmetric account | ☐ | Screenshot the billing page |
| Draft and send cancellation email to Mindmetric support | ☐ | Include name, email, plan, and desired cancellation date |
| Screenshot the sent cancellation email (timestamp and recipient visible) | ☐ | Save to a secure folder |
| Receive and save written cancellation confirmation from Mindmetric | ☐ | If no response within 10 days, send follow-up |
| Monitor your bank account for the next renewal date | ☐ | Check 3 to 5 days after the renewal date |
| If charged after cancellation, dispute immediately with your bank | ☐ | Provide your cancellation email as evidence |
When to escalate to the commerce commission
If Mindmetric refuses to cancel or refund you, or if you believe your consumer rights have been breached, the Commerce Commission is your enforcement agency.
Filing a complaint with the commerce commission
The Commerce Commission (www.comcom.govt.nz) handles complaints about unfair trading, misleading advertising, and breaches of the Consumer Guarantees Act. You can file a complaint online at no cost. Provide the following information: your full name and contact details, Mindmetric's company name and any contact information you have, a clear description of what went wrong, the dates you interacted with Mindmetric, and copies of all emails and evidence you have collected.
The Commerce Commission will assess your complaint and contact Mindmetric on your behalf if it falls within their jurisdiction. This often prompts the company to act, as regulatory involvement signals that you are serious and that the company's reputation is at stake. Tocancel has seen many cases resolve once the Commerce Commission becomes involved.
Using disputes resolution services
If your dispute is worth less than a certain threshold (currently around NZ$15,000 for some schemes), you may be able to use a Disputes Resolution Service (DRS) scheme. These are free or low-cost mediation services that investigate complaints and issue binding decisions. Check whether Mindmetric is a member of any DRS scheme by searching the register at www.drs.org.nz.
Mindmetric contact information for cancellations
To cancel your Brain Hub subscription or dispute charges, contact Mindmetric using the following details.
Cancellation address
Mindmetric does not provide a dedicated New Zealand postal address. Send your cancellation email to the customer support address listed on the Mindmetric website (typically found under 'Contact Us'). If you cannot locate it, check your subscription confirmation or Brain Hub welcome email for the reply-to address.
If you need a physical address for formal correspondence, Mindmetric's operator, Mecon Investments PTY LTD, is located in Australia. However, Tocancel recommends email as the primary channel, as it creates a timestamped record of your request.
What to include in your cancellation email
Subject line: 'Subscription Cancellation Request-Brain Hub'
Body:
I am writing to request immediate cancellation of my Brain Hub subscription effective [insert date: 'immediately' or 'at the end of the current billing cycle']. My account email is [your email], and my full name is [your full name]. Please confirm receipt of this request and provide written confirmation of cancellation within 5 business days. I request that no further charges are applied to my payment method after this date.
Send this email and save a screenshot of the sent message with the timestamp visible.
Summary and next steps
Cancelling your Mindmetric subscription is your right as a New Zealand consumer. You are protected by the Consumer Guarantees Act, and if Mindmetric refuses to honour your cancellation or refund request, you can escalate to the Commerce Commission. The key to a smooth cancellation is to request it in writing, keep all confirmations, and monitor your bank account for unauthorised charges.
Do not delay. If you have decided to cancel, send your cancellation email today. Include all the required information, save the confirmation, and follow up within 10 business days if you do not hear back. If Mindmetric continues to charge you after cancellation, contact your bank immediately to dispute the charge-your bank can reverse it if you have evidence of your cancellation request.
Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover unauthorised charges. Visit Tocancel.com to access additional resources, templates, and guides for cancelling other services. Tocancel also offers step-by-step support if you need escalation assistance. Your financial security and data privacy matter-take action now, and do not hesitate to escalate to the Commerce Commission if Mindmetric ignores you. Tocancel is here to empower you to take control of your subscriptions and protect your consumer rights.