Cancel Modere: Step-by-Step Guide

How to cancel your Modere subscription after the april 2025 closure

What happened to Modere and why you need to act now

Modere was a direct-to-consumer wellness company that sold skincare, supplements and personal-care products through subscriptions and one-off purchases across New Zealand and Australia. Thousands of New Zealand customers relied on automatic replenishment subscriptions, saved payment methods and ongoing product delivery through the Modere platform.

On 11 April 2025, Modere ceased all global operations without advance warning to subscribers. This sudden shutdown left active subscribers stranded, with pending orders unpaid and recurring charges potentially still hitting their bank accounts. In September 2025, Shaklee Corporation acquired Modere's New Zealand operations, but the transition has been opaque. Many customers remain confused about whether old subscriptions will resume under Shaklee ownership or simply vanish.

The critical issue is this: you cannot trust the company to cancel your subscription automatically. Even though Modere's website is largely offline, your payment details may still be stored on legacy systems, and charges could resume without your explicit consent. Tocancel has supported thousands of New Zealand consumers navigating service closures and account transitions, and this guide will show you exactly what to do to protect yourself.

Why this closure affects your wallet and your rights

When a company enters liquidation or ceases operations, customers often assume their subscriptions simply expire. This is not always true. Your subscription contract may have transferred to the acquiring company (in this case, Shaklee), your payment method could still be active on dormant systems, or you may be liable for charges that occurred between the closure date and when you formally cancelled.

You have the power to stop this. By taking deliberate action now, you protect yourself from surprise charges, secure refunds for services not delivered, and preserve your legal rights under New Zealand consumer law.

Your consumer rights under new zealand law

New Zealand's consumer protection framework is one of the strongest in the world, and it applies even when a company has ceased operations or entered liquidation.

Consumer guarantees act and what it means for you

The Consumer Guarantees Act 1993 is the primary law protecting you as a consumer. It states that all goods and services must be of acceptable quality, fit for purpose and delivered within a reasonable time. When Modere shut down on 11 April 2025, it breached these guarantees for every active subscriber.

This is your legal position: if you were charged for a subscription after the closure date, or if Modere failed to deliver products you had already paid for, the company is in breach of the Consumer Guarantees Act. You have the right to demand a refund, dispute the charge through your bank, or lodge a formal complaint with the Commerce Commission. Any charge made after the business ceased operations is particularly vulnerable to challenge, since no service was being delivered.

Fair trading act and misleading conduct

The Fair Trading Act 1986 prohibits companies from engaging in misleading or deceptive conduct. An abrupt closure without transparent notice to all subscribers, or a vague transition to a new owner without clear instructions on how to manage existing accounts, could constitute misleading conduct under this law.

If you were not given clear, timely information about the closure or your options to cancel, you may have grounds for a complaint with the Commerce Commission. This matters because it strengthens your case for a refund and may trigger an investigation into the company's conduct.

Your right to dispute charges through your bank

Regardless of what Modere or Shaklee tell you, your bank is your immediate ally. Under the Privacy Act 2020 and the Payment Card Industry standards, your bank has a duty to investigate any charge you dispute. If you report a charge made after 11 April 2025 as unauthorized or undelivered, your bank can initiate a chargeback or reversal on your behalf, often within 5 to 10 working days.

Your legal position is straightforward: you have the right to stop payment for services not delivered, and your bank must act on your request to investigate.

How to cancel your Modere subscription now

Because Modere's systems are partially offline and control has shifted to Shaklee, your cancellation path depends on whether your account is still accessible and what stage your subscription is in.

Method one: attempt online cancellation if your account is accessible

1. Try to log in to the Modere New Zealand website with your email and password.
   • If the login page does not load or you receive a "page not found" error, skip to Method Two.
   • If you see a message stating your account has been transferred to Shaklee, note the URL or any contact details provided and proceed to the Shaklee section below.
   • If you log in successfully, you are among the minority of users still able to access their account directly.
2. Once logged in, look for an Account Settings, Subscriptions, or Subscription Manager section in your dashboard menu.
   • This menu item might appear under "My Account", "Dashboard" or a similar label.
   • If you cannot find it within two minutes, move to Method Two.
3. Click on your active subscription and look for a "Pause", "Cancel" or "Stop Subscription" button.
   • Do not click "Skip Next Shipment" if your goal is permanent cancellation; this merely delays one charge.
   • Select the option labelled "Cancel Subscription" or "End Subscription".
4. If prompted for a reason, select "Account closed" or "Service no longer available" if these options are listed.
   • You do not need to provide detailed feedback.
5. Take a screenshot of the cancellation confirmation page, including the date and time, and save it to your files or email it to yourself.
   • This screenshot is your proof of cancellation if disputes arise later.
6. Monitor your bank account for 14 days to ensure no further charges appear.
   • If a charge appears, note the date and amount, and proceed to the dispute section below.

Method two: contact Modere liquidation and shaklee directly

If your account is not accessible online, you must contact the company in writing to demand cancellation and request confirmation.

1. Locate the current contact address for Modere's liquidators or Shaklee's New Zealand office.
   • Check the Modere website footer or archived pages for a postal address or liquidator contact.
   • You can also search the New Zealand Companies Office register (companies-nz.govt.nz) for Modere's registered office address.
   • For Shaklee, visit their New Zealand website or call their customer service line to confirm the correct mailing address.
2. Draft a formal cancellation letter (see template below) and send it by registered mail to the address you identified.
   • Keep a copy for your records.
   • Registered mail proves delivery and provides a timestamped record.
3. In your letter, include: your full name, email address, customer/account number (if known), subscription start date, request to cancel with immediate effect, and a statement that you are withdrawing consent for all future charges.
   • Use the phrase "I withdraw my consent for all automatic payments effective immediately" - this is legally potent language under the Payment Card Industry standards.
4. Request written confirmation of cancellation within 7 working days.
   • If you do not receive a response within 10 working days, proceed to the dispute section below.

Method three: dispute through your bank immediately

If you have been charged since 11 April 2025 and cannot reach Modere or Shaklee, or if they refuse to cancel, contact your bank right away.

1. Log into your online banking portal or phone your bank's fraud and disputes team.
   • Look for a "Report a Problem", "Dispute a Transaction" or "Challenge a Charge" option.
2. Report each charge made after 11 April 2025 as either unauthorized (if you did not consent to it) or a breach of contract (if the service was not delivered).
   • Explain briefly: "Modere ceased operations on 11 April 2025. I did not authorize this charge and no service was delivered."
3. Provide your bank with any evidence you have: subscription confirmation emails, the Modere closure announcement, screenshots of the defunct website, or the failed cancellation attempt.
   • Your bank will investigate within 5 to 10 working days.
4. Your bank will either reverse the charge or issue you a temporary credit pending investigation.
   • In most cases, banks side with the consumer when a business has ceased operations.

What to do after you cancel

Cancellation is not the end of your responsibility; it is the beginning of your verification process.

Monitor your account for any lingering charges

For the next 60 days, check your bank statement weekly. If Modere or Shaklee attempt to charge you after you have cancelled, you have strong grounds for a dispute and potentially a complaint to the Commerce Commission.

If you find an unauthorized charge, contact your bank immediately and reference your cancellation confirmation and the date you cancelled.

Pursue a refund for charges made after 11 april 2025

Any charge made after Modere ceased operations is a charge for a service not delivered. You are entitled to a refund under the Consumer Guarantees Act. Send a formal refund demand letter to Shaklee (as the acquiring company) or to Modere's liquidators, stating the date and amount of the charge and requesting a full refund within 7 working days.

If Shaklee or the liquidators do not respond within 10 working days, escalate to the Commerce Commission with copies of your demand letter and evidence of the charge.

Pricing and timeline of Modere subscriptions

The "Preferred Customer" plan was Modere's most common subscription type in New Zealand. If you were on this plan, you are most likely to have had ongoing charges processed automatically every month.

Common mistakes when cancelling Modere

It is easy to feel frustrated after a company shuts down without notice, and that frustration can lead to costly errors. We want you to avoid them.

Mistake one: assuming your subscription expired automatically

Many customers assume that when a company ceases operations, all subscriptions simply end. This is incorrect. Your subscription contract may have transferred to the acquiring company, your payment method could still be active, and charges could resume. Do not assume anything. Verify your cancellation in writing and monitor your bank account.

Mistake two: not gathering proof of cancellation

If you cancel online, take a screenshot immediately. If you cancel by letter, send it by registered mail. If Shaklee verbally confirms a cancellation, follow up with an email asking them to confirm in writing. Without proof, you have no leverage if a charge appears later or if the company denies receiving your cancellation request.

Mistake three: paying fees to third-party cancellation services

You do not need to hire a cancellation service to cancel Modere. You can do this yourself for free. If a third party offers to cancel your subscription for a fee, decline politely. Tocancel provides free guides and support to help you take action independently.

Mistake four: ignoring small charges

A $10 or $20 charge might seem not worth the effort to dispute. It is worth it. Document it, report it to your bank, and file a complaint with the Commerce Commission if necessary. Collectively, small charges that go unchallenged encourage companies to ignore consumer rights.

Escalation: what to do if Modere or shaklee refuses to cooperate

Your legal protections do not end with the company. New Zealand has a dedicated consumer authority.

Lodge a complaint with the commerce commission

The Commerce Commission (comcom.govt.nz) is the independent authority responsible for enforcing consumer law in New Zealand. If Modere or Shaklee refuse to cancel your subscription, ignore your cancellation request, or continue charging you after closure, you can file a formal complaint with the Commission.

Include in your complaint: a description of what happened, copies of your cancellation request and any responses (or lack thereof), screenshots of charges, and your communication with your bank. The Commerce Commission has the power to investigate, issue enforcement notices and seek compensation on your behalf.

Dispute through your bank's escalation process

If your bank's initial dispute investigation does not resolve the matter, you can escalate to the Banking Ombudsman Scheme (bankingombudsman.org.nz). The Ombudsman is independent, free to consumers and has the authority to compel banks to review their decisions.

Why you should cancel immediately

Modere's closure is not a scenario where inaction is harmless. Every day you delay is another day your payment method remains linked to a dormant account, another opportunity for a charge to slip through, and another day your claim to a refund becomes weaker. The sooner you cancel, the sooner you secure your finances and protect your legal position.

Quick cancellation checklist

Contact details for cancellation

Modere liquidation and shaklee new zealand

Because Modere's website is no longer operational, your best approach is to identify the correct contact address through the New Zealand Companies Office registry (companies-nz.govt.nz). Search for "Modere New Zealand Limited" to find the registered office address and any liquidator contact details.

For Shaklee Corporation's New Zealand operations, contact information is typically available on their official New Zealand website or by calling their customer service number.

Key authorities for escalation

Commerce Commission: comcom.govt.nz or 0800 943 600

Banking Ombudsman Scheme: bankingombudsman.org.nz or 0800 805 950

Your bank's disputes team: see your bank statement or online banking portal for the correct phone number

Your next step: take action today

Modere's sudden closure left thousands of New Zealand consumers in uncertainty. You now have the knowledge and legal backing to protect yourself. Do not wait for Shaklee or the liquidators to resolve this on your behalf. Tocancel has helped thousands of New Zealand consumers cancel subscriptions, dispute charges and recover refunds in situations exactly like yours, and you have the same rights and remedies available to you. Log in to your Modere account today, or send your cancellation letter by registered mail today. Monitor your bank account. If a charge appears, dispute it immediately. The law is on your side, and Tocancel is here to support your path to cancellation.