Cancel Synthesis: The Right Way

How to cancel Synthesis and protect your refund rights in new zealand

What is Synthesis

Synthesis is an online tutoring platform that combines guided lessons with artificial intelligence-driven practice exercises for children. You access the service through a subscription model, choosing between monthly, annual, or lifetime plans sold directly via the Synthesis website and major app stores including Apple App Store and Google Play. The platform delivers structured, personalised lessons and interactive practice tailored to your child's learning level, with progress tracking built into your account dashboard.

How Synthesis works

When you subscribe, you gain instant access to curriculum-aligned lessons, AI-powered practice exercises, and real-time progress tracking across web and mobile apps. Your child's learning is personalised based on their responses and level, and you manage everything from a single login. You can pause or resume lessons whenever you choose, making the platform flexible for your family's schedule.

How Synthesis is sold

You can purchase Synthesis subscriptions through three separate channels: the official Synthesis website, the Apple App Store for iOS devices, or Google Play for Android devices. Each channel handles billing independently, which means your cancellation method depends entirely on where you made your original purchase. Check your receipt or confirmation email to identify your purchase channel, as this determines whether you cancel through Synthesis directly, Apple, or Google-not through a single central system.

Why you might want to cancel Synthesis

Your reasons for cancelling deserve respect, whether your child has progressed beyond the curriculum, your family budget needs adjusting, or the service isn't delivering the results you expected. Understanding your cancellation rights and available options protects you from unexpected charges and ensures you take the right path forward. Tocancel is here to guide you through every step.

Common reasons to cancel

You might cancel because your child has outgrown the content level, you've found a more affordable alternative, the teaching style doesn't match your expectations, or your circumstances have changed. Some families use Synthesis for a specific period-such as one school term-then resubscribe when needed. Others discover the platform isn't addressing their child's learning gaps. Whatever your reason, your decision to cancel is valid, and you have clear rights under New Zealand consumer law.

Your consumer rights upfront

New Zealand law protects you under the Consumer Guarantees Act 1993, which applies to all goods and services, including digital subscriptions like Synthesis. This law requires that Synthesis deliver its service with reasonable care and skill, and that the service is fit for the purpose you purchased it for. Your legal position is simple: if Synthesis fails to meet these guarantees, you are entitled to a refund, cancellation of your contract, or compensation-regardless of what the company's terms and conditions say. These rights cannot be removed by fine print. If you believe Synthesis has breached these guarantees, you can escalate your complaint to the Commerce Commission, New Zealand's consumer protection authority.

How to cancel Synthesis step-by-step

Your cancellation method depends on which platform you used to purchase your subscription. Follow the correct pathway below to ensure your cancellation is processed and no further charges apply after your current billing period ends.

Cancel Synthesis via apple app store (iOS)

1. Open the Settings app on your iPhone or iPad
   • Tap your name at the top of the Settings menu
   • Select Subscriptions from the list
2. Find Synthesis in your active subscriptions list
   • Tap the Synthesis subscription entry
   • Select Cancel Subscription
3. Confirm your cancellation decision
   • Apple will display a final confirmation screen
   • Your cancellation takes effect at the end of your current billing period, not immediately
   • You retain full access to Synthesis until that expiry date
4. Save your confirmation email
   • Apple sends a cancellation confirmation to your Apple ID email address
   • Keep this email for your records in case of disputes

Pro tip: If you see "Free trial" listed in your subscriptions, cancel immediately to prevent automatic billing once the trial period ends. Apple does not send reminders before charging you.

Cancel Synthesis via google play (Android)

1. Open the Google Play app on your Android device
   • Tap your profile icon in the top right corner
   • Select Payments and subscriptions
2. Tap Subscriptions from the menu
3. Select Synthesis from your active subscriptions
4. Tap Cancel subscription
   • Google will ask you to confirm your cancellation
   • Your access continues until the end of your current billing cycle
   • No further charges will apply after that date
5. Check your confirmation email
   • Google sends a cancellation confirmation to your Google account email
   • Save this for your records

Pro tip: On Google Play, you can also manage subscriptions through your account settings on a web browser if the app interface is unclear. The result is identical.

Cancel Synthesis via the website (direct billing)

1. Log in to your Synthesis account on the official website
2. Navigate to Account Settings or Subscription Management
   • Look for "Billing," "Subscriptions," or "Account" in your profile menu
3. Select your active subscription plan
4. Click Cancel Subscription or the equivalent option
   • Synthesis may ask you why you are cancelling-you can skip this or provide feedback
   • Confirm your cancellation when prompted
5. Request a confirmation email
   • If Synthesis does not send one automatically, contact their support team to request written confirmation of your cancellation
   • Ask them to confirm the cancellation date and your final billing date

Pro tip: If you cannot find a clear cancellation option on the Synthesis website, email their support team directly at their registered office address (listed in the Contact section below). In New Zealand, you have the right to cancel by any reasonable method, including email.

Your timeline and billing after cancellation

Understanding what happens after you cancel prevents surprise charges and confusion. Synthesis operates on billing periods that differ based on your plan, and your cancellation takes effect at the end of your current paid period, not immediately.

If you cancel mid-billing cycle, you will not receive a pro-rata refund for unused days unless you meet specific consumer law conditions (see the Refund rights section below). Your access to Synthesis continues until your current billing period expires, and no charges apply after that date. You receive no further emails or reminders once your subscription ends.

If you purchased a lifetime subscription, cancellation does not apply because you have already paid in full. However, if you believe the service fails to deliver on its promises, you may be entitled to a refund under the Consumer Guarantees Act.

Refund rights under new zealand consumer law

Tocancel recommends understanding your refund rights before you cancel, as they depend on why you want to cancel and how long you have held the subscription. Under the Consumer Guarantees Act 1993, you are entitled to a refund if Synthesis breaches the service guarantees-that is, if the service lacks reasonable care and skill or is not fit for purpose. Examples include: the platform is unavailable for extended periods, lessons do not match your child's age or level as promised, or features advertised on the website are missing.

You are not automatically entitled to a refund simply because you change your mind, unless the company misled you at the point of sale or the service quality is materially below standard. However, if you purchased within the last three months and can demonstrate a breach of the Consumer Guarantees Act, the Commerce Commission may support your claim for a refund.

If Synthesis refuses your refund request, you can lodge a dispute with the Commerce Commission or seek advice from your local Citizens Advice Bureau. Always keep your cancellation confirmation email and any evidence of the service failure (screenshots, email exchanges with support) to strengthen your case.

Pricing and plan comparison

Synthesis offers multiple subscription tiers to suit different family needs and budgets. Below is a summary of typical pricing and plan options available in New Zealand.

Prices fluctuate based on promotions and regional availability. Tocancel recommends checking your receipt to confirm the exact amount you were charged and the billing cycle applying to your account, as this determines your cancellation deadline and refund eligibility.

After you cancel Synthesis

Cancelling your Synthesis subscription does not happen instantly, and knowing what to expect after you submit your cancellation request prevents confusion or unnecessary contact with support.

Your account access remains active until the end of your current billing period. You can continue using Synthesis lessons, practice exercises, and progress tracking throughout this time. On the final day of your billing cycle, your access automatically ends, and you will no longer be able to log in. Synthesis does not send a courtesy reminder email on this date, so mark your calendar if you wish to export any records of your child's progress.

After your access ends, you may receive marketing emails inviting you to resubscribe or offering promotional discounts. You can unsubscribe from these emails using the link at the bottom of any message. If Synthesis continues to email you after you have opted out, contact their support team or escalate to Tocancel for guidance.

Your data (lesson history, progress records, personal information) is retained by Synthesis unless you submit a separate request to have it deleted. New Zealand's Privacy Act 2020 gives you the right to request deletion or access to your personal data. If you wish to delete your account entirely, contact Synthesis support separately from your cancellation request.

Common mistakes to avoid

Many customers discover their cancellation failed or charges continued after cancellation because they took the wrong action or missed a critical step. These mistakes are frustrating, but they are preventable-Tocancel has helped thousands of consumers avoid them.

Mistake 1: Cancelling only the app, not the subscription. Deleting the Synthesis app from your phone does not cancel your subscription. The app is simply the interface; your billing continues in the background with Apple, Google, or Synthesis directly. Always cancel the subscription itself through Settings or your account portal.

Mistake 2: Assuming your cancellation is confirmed without proof. Apple and Google display confirmation screens, but these are not always treated as final by their systems. Always save the confirmation email and check your payment method's statements 7 days later to verify no further charges appear. If a charge occurs after your cancellation, contact the relevant company immediately with your confirmation email as evidence.

Mistake 3: Mixing up your purchase channel. If you bought Synthesis on the website but try to cancel through Apple, your cancellation fails because your subscription is not linked to Apple's systems. Check your original receipt or confirmation email to identify the exact platform, then cancel through that channel only.

Mistake 4: Not requesting a refund during the Consumer Guarantees Act window. If the service quality is poor or features are missing, you have a limited window to lodge a complaint and request a refund under consumer law. Waiting months after cancellation weakens your case. Act within 3 months of discovering the breach and keep all evidence.

Mistake 5: Cancelling during a free trial without checking auto-billing. Many free trials convert to paid subscriptions automatically. If you do not want to be charged, cancel during the trial period. Check your Subscriptions menu to confirm whether a free trial is listed, and cancel it immediately if you have no intention of paying.

When to escalate your complaint

If Synthesis refuses to cancel your subscription, does not process your cancellation, or charges you after you have cancelled, you have consumer protection rights and escalation options. Tocancel advises documenting every step before you escalate.

First, contact Synthesis directly through their support channel (email or in-app chat) with your cancellation confirmation and a screenshot of the unwanted charge. Give them 10 business days to respond and resolve the issue. If they do not respond or refuse to help, escalate to your payment provider (your bank, Apple, or Google), which can dispute the charge on your behalf.

If your payment provider refuses the dispute, or if the issue involves service quality rather than billing, contact the Commerce Commission (comcom.govt.nz). The Commission handles complaints about breaches of consumer law and can investigate Synthesis's conduct. You can also seek free advice from your local Citizens Advice Bureau, which helps New Zealanders understand their rights and navigate disputes.

Checklist for cancelling Synthesis

Use this checklist to ensure you cancel correctly and protect yourself from future charges:

• Check your original purchase receipt to confirm whether you bought via Synthesis website, Apple App Store, or Google Play
• Log into the correct platform and navigate to your subscriptions or account settings
• Select Synthesis and choose Cancel Subscription
• Confirm the cancellation and note the final billing date displayed on screen
• Save the confirmation email sent by Apple, Google, or Synthesis
• Check your bank or payment method statement 7 days after cancellation to verify no charge occurs
• If a charge appears, contact support immediately with your confirmation email
• Mark your calendar for the final billing date so you know when your access ends
• Consider exporting or screenshotting your child's progress records before access expires, if desired
• Unsubscribe from Synthesis marketing emails if you wish to stop receiving promotional messages

Reviews and user feedback

Synthesis maintains a 4.5 out of 5-star rating across app stores, with parents praising the personalised lesson structure and visible progress tracking. Common positive comments highlight the quality of AI-driven practice and the flexibility to pause lessons between terms.

Critical reviews often mention subscription cost relative to alternatives, limited subject range in some year levels, and occasional technical glitches that disrupt lessons. Some parents report difficulty contacting support to resolve billing disputes or cancel their subscriptions, which Tocancel advises you address immediately by requesting written confirmation of your cancellation via email.

If you have a poor experience with Synthesis, leaving an honest review on the app store helps other parents make informed decisions and signals to Synthesis where service improvement is needed. If the service breaches the Consumer Guarantees Act, Tocancel recommends you also lodge a complaint with the Commerce Commission, which tracks patterns of consumer harm across companies.

Key reasons to keep or cancel

Deciding whether to cancel requires weighing your family's needs, budget, and the platform's fit. Below is a comparison to help you decide:

Contact details for formal cancellation correspondence

If you prefer to cancel by formal written notice, or if you wish to submit a complaint or refund request under the Consumer Guarantees Act, you can write to Synthesis Medical NZ Limited at the following registered office address:

Synthesis Medical NZ Limited
Registered Office Address for Formal Correspondence
New Zealand

When writing, include your full name, email address, subscription account email, and the date you wish your cancellation to take effect. Request written confirmation of receipt and the date your cancellation is processed. Keep a copy of your letter and any email confirmation for your records.

For faster resolution, Tocancel recommends cancelling through the platform where you purchased (Apple, Google, or the Synthesis website) while also sending a follow-up email to support. This ensures both your app store subscription and any linked account subscriptions are cancelled simultaneously.

Final thoughts on cancelling with confidence

Cancelling a subscription can feel daunting, especially when you are unsure whether you are protected or whether your cancellation will actually stick. The good news is that New Zealand law is on your side. The Consumer Guarantees Act 1993 gives you automatic rights that no company can remove, and if Synthesis fails to deliver, the Commerce Commission stands ready to investigate on your behalf.

By following the correct cancellation steps for your purchase platform, saving confirmation emails, and monitoring your bank statements, you take control of the process and eliminate the risk of unwanted charges or disputes. If anything goes wrong, you know exactly how to escalate and what your legal position is.

Tocancel has helped thousands of consumers cancel subscriptions with confidence and recover refunds they were rightfully owed. Whether you are cancelling because your needs have changed or because Synthesis has not met its service promises, your decision is valid and your rights are protected. Take action today using the step-by-step guide above, save your confirmations, and move forward with peace of mind. For additional guidance or if your cancellation is disputed, visit Tocancel.com to access more tools and resources tailored to New Zealand consumers.