Cancel Odoo: The Right Way to Get Your Money Back

How to cancel Odoo in new zealand and claim your refund

What is Odoo and why cancellation matters

Odoo is a modular business management platform that integrates accounting, sales, inventory, customer relationship management and more into a single system. You can run the Community edition for free as open-source software, or upgrade to a commercial Enterprise offering with add-ons purchased through official Odoo channels or third-party developers.

The platform's flexibility is a strength when it aligns with your workflow. However, if you discover that Odoo does not meet your needs, costs more than expected, or simply isn't the right tool for your business, the cancellation process can feel opaque. This is because Odoo does not publish a single unified cancellation policy that covers all purchase channels. Tocancel exists to help New Zealand consumers navigate this complexity with clarity and confidence, ensuring you understand your rights and take action.

Why Odoo cancellation feels complicated

Odoo sells through multiple channels: the Odoo Apps Store (third-party applications), The Odoo Store (digital content), direct web subscriptions (Enterprise editions), and mobile app stores. Each channel operates under different terms, refund windows and escalation procedures. Understanding which channel you used is your essential first step toward a smooth cancellation.

Common reasons to cancel Odoo

You might cancel because the software is too complex for your team, pricing has risen beyond your budget, you have found a better alternative, or the features do not deliver what was promised. Whatever your reason, New Zealand consumer law protects you when you buy software and digital services. Tocancel is here to ensure you understand those protections and how to claim them confidently.

Your consumer rights under new zealand law

When you purchase Odoo or any software subscription in New Zealand, you have statutory rights that exist independently of what Odoo's terms of service say. The Consumer Guarantees Act 1993 and the Fair Trading Act 1986 are your strongest legal tools.

The consumer guarantees act 1993 explained

Under this Act, services you buy must be of acceptable quality, safe, fit for purpose and supplied with proper care. If Odoo fails on any of these counts and you report the issue within a reasonable timeframe, you have the right to a full refund, replacement or repair at no cost to you. This means that if Odoo promised specific functionality and it does not work as represented, or if the service is unreliable, you can claim back your money.

Your legal position: if a service is not fit for purpose, the burden is on the supplier to prove otherwise, not on you to prove fault. Keep detailed records of all communication with Odoo or your vendor if you plan to claim a refund based on quality or fitness for purpose.

The fair trading act 1986 and misleading claims

This law protects you against misleading or deceptive conduct. If Odoo made promises about features, performance, compatibility or pricing that turned out to be false or missing, and those claims influenced your purchase decision, the Fair Trading Act gives you grounds to ask for your money back. You can also escalate to the Commerce Commission if a company refuses to deal with your complaint fairly.

Document any discrepancy between what was promised and what you received. Screenshots, emails and support tickets are evidence that will strengthen your position if you need to escalate.

Automatic renewal protections

If you subscribed to Odoo online and it renews automatically, New Zealand law requires the supplier to give you clear notice before charging you again. They must also make cancellation as easy as purchase. If Odoo has made cancellation difficult, buried the option in settings, or failed to send a renewal reminder, those actions may breach the Fair Trading Act.

Odoo pricing in new zealand

Odoo pricing varies significantly by partner, country tier, negotiated discounts and add-ons selected. Below is a snapshot of typical New Zealand pricing based on partner sources, though official global pricing in USD may differ. Always confirm exact costs with Odoo or your local partner before you commit to a purchase or renewal.

Standard pricing table

If you are paying more than these typical ranges, your partner may be adding markup or bundling services. Tocancel recommends requesting a cost breakdown so you can understand exactly what you are paying for and identify which elements you can cancel.

How to cancel Odoo in new zealand

Cancellation steps depend on which channel you used to purchase and whether your subscription is active or has already auto-renewed. Follow the method that matches your situation.

Cancel a direct Odoo web subscription (Enterprise or professional)

1. Log into your Odoo account on the Odoo web portal.
   • Navigate to Settings > Account or Billing (the exact location may vary by Odoo version).
   • Locate your active subscription or contract.
2. Review your contract terms to identify the cancellation notice period.
   • Most Odoo contracts require 30 days written notice before the next renewal date.
   • Check your invoice or contract email for the renewal date.
3. Submit a cancellation request in writing (email is acceptable).
   • Address your email to [email protected] or the support contact listed in your contract.
   • Include your account number, billing email and the date you wish the cancellation to take effect.
   • Request written confirmation of receipt and the cancellation effective date.
4. Keep a copy of your cancellation email and any reply for your records.
   • Save these indefinitely; they are your proof of cancellation if a charge appears later.
5. Verify that no charge appears on your next billing date.
   • If a charge does appear, contact your bank or credit card issuer immediately and dispute it using the cancellation email as evidence.

Cancel an Odoo app purchased through the Odoo apps store

1. Log into your Odoo account.
   • Go to Apps or Apps Store in the main menu.
2. Find the app you wish to cancel.
   • Click on the app name to open its details.
   • Look for an Uninstall, Cancel or Remove button.
3. Click Uninstall or Cancel.
   • You may be asked to confirm; do so.
   • If the app was a paid subscription, uninstalling should stop future charges.
4. Check your billing settings to confirm the app no longer appears in Active subscriptions.
   • If it still shows as active, contact Odoo support immediately.

Cancel if you purchased through a third-party partner or reseller

1. Locate the partner invoice or contract email.
   • This will list the partner name and support contact.
2. Contact the partner directly, not Odoo itself.
   • Use the support email or phone number on your invoice.
   • State that you wish to cancel your Odoo subscription effective [date].
3. Ask the partner to confirm cancellation in writing.
   • Request the date the cancellation takes effect and confirmation that no further charges will apply.
4. If the partner fails to respond or refuses to cancel, escalate to Odoo directly.
   • Email [email protected] with copies of your communication with the partner and a summary of the issue.

Refunds and what to expect

Odoo's refund policy depends on your purchase channel and whether the software has been actively used. Understanding your position before you request a refund will strengthen your claim.

Refund eligibility under new zealand consumer law

You are entitled to a refund if the service does not meet the guarantees outlined in the Consumer Guarantees Act 1993. This includes situations where Odoo is not fit for purpose, does not perform as promised, or is of unacceptable quality. Tocancel recommends framing your refund request in terms of these legal protections, not simply saying you changed your mind.

You are not automatically entitled to a refund simply for changing your opinion, unless you are within a cooling-off period (which applies to online purchases made without the consumer initiating in-person contact). For Odoo, this period is typically 14 days from purchase, though terms may vary by reseller.

How to request a refund

1. Write a clear refund request email to Odoo support or your reseller.
   • State the date you purchased, the plan name and amount paid.
   • Explain why the service does not meet your needs or the promised standard.
   • Reference the Consumer Guarantees Act 1993 if the service is not fit for purpose.
   • Request a refund and the timeframe in which you expect to receive it.
2. Send the email to the support address listed on your invoice or contract.
   • For direct Odoo purchases: [email protected].
   • For partner purchases: the partner's support email.
3. Keep a copy of your email and await a response within 5-10 business days.
   • Odoo may ask for additional information or evidence of the issue.
4. If refusal comes, respond in writing explaining why you believe the service is not fit for purpose.
   • Reference your communications, feature tests and the original marketing promises.

If Odoo refuses to refund

You have the right to escalate beyond Odoo itself. The Commerce Commission is New Zealand's consumer protection regulator. If you have documented evidence that Odoo breached the Fair Trading Act or failed to meet Consumer Guarantees Act standards, the Commerce Commission can investigate. You can lodge a complaint at www.comcom.govt.nz.

Before escalating to the Commission, Tocancel recommends sending a final formal letter to Odoo stating your legal grounds and giving them 14 days to respond. This demonstrates good faith and often prompts faster resolution.

Pricing comparison and financial impact

Before you cancel, it is worth understanding the true cost of staying versus leaving and what alternatives might offer better value for your business needs.

Cost comparison table

If your Odoo costs have risen due to adding apps or upgrading tiers, Tocancel recommends a cost audit before cancellation. Sometimes trimming unnecessary add-ons is cheaper than switching platforms entirely.

Common mistakes when cancelling Odoo

Cancelling a complex SaaS platform can feel overwhelming, and small missteps can cost you time and money. Here are the traps to avoid.

Mistake 1: assuming uninstalling an app stops billing

Uninstalling an Odoo app from your account does not always stop the charge automatically. The app may remain "active" at the billing level. Always check your Billing or Account settings to confirm the app no longer appears in your active subscriptions list after uninstalling. If it does, contact support immediately.

Mistake 2: not checking your contract renewal date

Odoo contracts auto-renew on a specific date unless cancelled in advance. If you miss the cancellation deadline (typically 30 days before renewal), you will be charged again. Mark your renewal date in your calendar as soon as you sign up, and set a reminder 35 days before that date.

Mistake 3: cancelling via chat or phone without written confirmation

If you cancel via Odoo's chat or phone support, request a confirmation email immediately after the call ends. Verbal cancellations are hard to prove if a charge reappears. Written confirmation is your evidence and your protection.

Mistake 4: not requesting a refund explicitly

Cancellation and refund are separate actions. Cancelling stops future charges but does not automatically return what you have already paid. If you believe you are entitled to a refund under the Consumer Guarantees Act or Fair Trading Act, state that explicitly in your cancellation email. Say "I request cancellation and a refund of NZ $[amount]" rather than just "I want to cancel."

Mistake 5: paying a reseller invoice without checking the Odoo portal

If you are billed by a partner reseller, the reseller may not immediately notify Odoo's system of your cancellation. Log into the Odoo portal yourself to verify that your account is deactivated. If it still shows as active after 7 days, contact Odoo support directly with proof of your cancellation email to the reseller.

What to do after cancellation

Cancelling Odoo is not the end of your responsibilities. The weeks after cancellation are critical to ensure you do not face unexpected charges or data loss.

Immediate steps (within 7 days)

1. Export all business data from Odoo before access is revoked.
   • Go to Settings > Data Export (or similar option in your Odoo version).
   • Export in CSV or Excel format so you have a backup independent of Odoo.
2. Verify cancellation is live in the Odoo portal.
   • Log in and confirm your account shows as inactive or cancelled.
   • Check that no apps or modules are still active.
3. Request written confirmation of the cancellation effective date from Odoo support.
   • Save this email indefinitely.

Ongoing checks (30-90 days after cancellation)

1. Monitor your bank or credit card statements for any Odoo charges.
   • If a charge appears, contact your bank within 24 hours and dispute it, citing your cancellation email as evidence.
2. Check for invoice emails from Odoo or your reseller.
   • Legitimate invoices should not appear once cancellation is effective.
3. If you requested a refund, follow up if it has not appeared within 30 days.
   • Email Odoo support with your original refund request and ask for a status update.

When to escalate your complaint

If Odoo refuses to cancel, delays unreasonably, or declines a legitimate refund claim, you have formal escalation options backed by New Zealand law.

Step 1: send a formal final notice

Before involving a regulator, send a final formal letter to Odoo stating your position clearly. Address it to the support email and request a response within 14 days. In this letter, cite the specific law (Consumer Guarantees Act 1993 or Fair Trading Act 1986) and explain why Odoo's conduct breaches it. Tocancel recommends keeping this letter brief, factual and unemotional; it is evidence, not a vent.

Step 2: lodge a complaint with the commerce commission

The Commerce Commission investigates breaches of consumer protection law in New Zealand. You can lodge a complaint online at www.comcom.govt.nz if Odoo has engaged in misleading conduct, breached automatic renewal rules or refused to honour Consumer Guarantees Act rights. The Commission can compel Odoo to refund you and impose penalties for serious breaches.

Step 3: consider a dispute resolution service

If you have a smaller claim (under NZ $30,000), you can pursue it through a small claims tribunal or mediation service. Tocancel recommends consulting a consumer rights advocate or lawyer in your region for advice on this option, as costs and timeframes vary.

Frequently asked points about Odoo cancellation

Can i cancel Odoo mid-contract?

You can ask to cancel at any time, but Odoo may charge a termination fee if you are within a fixed contract period. Check your contract for the exact terms. If the contract breaches the Fair Trading Act or Consumer Guarantees Act, you may have grounds to cancel without penalty; this is where Tocancel's support and consumer law knowledge becomes invaluable.

Will i lose my data if i cancel?

Odoo typically gives you a window to download your data after cancellation, though this varies by plan and reseller. Export everything immediately after you cancel and before your account is deactivated. Do not rely on Odoo to preserve your data indefinitely after cancellation.

How long does it take to get a refund?

If approved, refunds are usually processed within 10-30 business days depending on your bank. If you do not see a refund 30 days after approval, contact Odoo support for a status update.

What if i cancel but am still charged?

Contact your bank or credit card issuer immediately and dispute the charge. Provide your cancellation email as evidence. You are protected under consumer law and your bank should reverse the charge. Then send a formal complaint to Odoo citing this unauthorized charge as evidence of a breach.

Summary and your next steps

Cancelling Odoo in New Zealand is straightforward once you understand your rights and the specific channel through which you purchased. Your legal position is strong: the Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect you, and the burden of proof is on Odoo to demonstrate that their service met your needs, not the other way around.

Contact information for Odoo cancellation and complaints

To cancel your Odoo subscription in New Zealand, use these contacts based on your purchase channel.

Direct Odoo support (web portal subscriptions)

Email: [email protected]
What to include: Account number, billing email, current plan name, desired cancellation date, and reason for cancellation.

Odoo partner and reseller contacts

If you purchased through a reseller, contact the partner first. The contact information should be on your invoice. If you cannot locate it, reply directly to any invoice email from the reseller asking for their cancellation process.

New zealand commerce commission (for complaints and escalations)

Website: www.comcom.govt.nz
What to lodge: A formal complaint if Odoo refuses to cancel, delays unreasonably, breaches the Fair Trading Act 1986, or violates Consumer Guarantees Act 1993 rights.
Cost: Free to lodge a complaint.

Tocancel has helped thousands of New Zealand consumers navigate complex SaaS cancellations and claim refunds they were entitled to. Your rights are real, backed by law, and enforceable. Whether you are cancelling because of cost, poor fit or misleading promises, start by identifying your purchase channel, document all communication with Odoo, and use Tocancel as your guide to confident action. The process may feel daunting, but you have the law on your side.