Cancel Now: Step-by-Step Instructions

How to cancel Now in new zealand and protect your rights

Why you might cancel Now and what you need to know first

Now (trading as NOW New Zealand Limited) offers streaming subscriptions, broadband services, and equipment across New Zealand. Your subscription renews automatically each billing period unless you cancel. Understanding your service type and your legal rights before you contact Now will help you exit cleanly, avoid unexpected charges, and keep your final bill accurate.

Tocancel has helped thousands of New Zealand consumers navigate subscription cancellations. We know that many subscribers feel trapped by unclear terms or hidden fees. You are not trapped. New Zealand consumer law gives you concrete protections, and this guide will show you how to use them.

The difference between streaming subscriptions and broadband services

Now bundles streaming content with broadband and sometimes equipment rental. These are separate contracts with different cancellation timelines. Streaming content access stops immediately when you cancel the subscription. Broadband services require formal notice and a disconnection date (typically 5 business days in New Zealand). If you purchased or rented equipment through Now, that has its own refund window - 14 days under cooling-off rights if the item is unused or minimally used.

Clarify which services you have before you cancel. Your invoice will list them separately.

Common reasons people cancel Now

Subscribers cancel because they have unused content libraries, find a cheaper provider, experience service faults Now didn't resolve, or simply no longer need the service. Technical problems - such as frequent outages, missing channels, or slow broadband speeds - are valid grounds for a dispute or refund under consumer law. You do not need to accept a service that fails to meet acceptable quality standards.

Whatever your reason, your right to cancel is absolute. You do not need Now's permission or approval.

Your consumer rights when cancelling with Now NZ

New Zealand law protects you during cancellation. Understanding these rights before you contact Now gives you confidence and leverage.

The consumer guarantees act 1993 and service quality

Under the Consumer Guarantees Act 1993, any service (including streaming and broadband) must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Now failed these standards - for example, frequent service outages, missing channels you paid for, or broadband speeds far below what was promised - you can dispute charges, request a refund, or claim a credit. A "no refund" clause is unenforceable if the service was faulty. Your legal position is straightforward: if Now did not deliver what you paid for, you deserve compensation.

Keep detailed records of service failures: dates, times, screenshots, complaint emails, and any responses from Now. This evidence is essential if you escalate to the Commerce Commission or your bank's dispute team.

Cooling-off rights for equipment purchases

If you purchased or received a device or broadband router through Now, you have 14 days from the delivery date to return it for a full refund. This cooling-off period is your legal entitlement under the Consumer Guarantees Act. The equipment must be unused or only minimally used. Return postage is your responsibility unless Now's terms explicitly state otherwise.

Act within 14 days. After that window closes, you lose this statutory right unless the equipment is defective or faulty.

Subscription cancellation rights and notice periods

Streaming subscriptions do not have the same 14-day cooling-off window as physical goods. However, Now must permit you to cancel with reasonable notice. New Zealand consumer law typically sets this at 5 business days for broadband services. Any contract term that blocks cancellation, hides fees, or extends notice beyond what is reasonable is unenforceable under consumer law. Tocancel advises you to request written confirmation of your cancellation date and final billing date in writing (email counts) so you have evidence if a dispute arises.

Your right to cancel takes effect on the date Now acknowledges your request, not when they process it.

How to cancel Now step by step

Now NZ accepts cancellations by phone, online, or post. We recommend phone or email because you receive instant confirmation and can create a written record.

Cancel by phone (fastest and clearest)

Calling Now is usually the quickest way to cancel and secure verbal confirmation on the spot.

1. Call Now NZ customer support on the number listed in your bill or on the nownz.co.nz support page.
   • Have your account number and full name ready.
   • Confirm you are speaking to an agent (not an automated system) so you can discuss your cancellation date.
2. Tell the agent clearly: "I want to cancel my account effective immediately" (or state your preferred end date).
   • The agent will likely attempt to retain you with offers. You may accept an offer if it suits you, or politely decline and restate your cancellation request.
3. Ask and note down: the exact date your service will disconnect, your final bill amount and date, and any refund or credit due.
   • If you paid for a month in advance and cancel mid-month, clarify whether you receive a pro-rata credit.
4. Request a cancellation reference number or confirmation email from the agent.
   • Write this reference down immediately. It is your proof of cancellation.
5. Send a follow-up email to Now confirming the cancellation details you discussed (date, reference number, final bill amount).
   • This creates a written trail and protects you if Now disputes the cancellation later.

Cancel by email or online account portal

Email cancellation creates an instant written record and is ideal if you prefer not to speak on the phone.

1. Log into your Now account at nownz.co.nz and navigate to Settings or Account Management.
   • Some providers allow you to cancel directly via the portal. If you see a "Cancel Subscription" or "Close Account" button, click it and follow the prompts.
   • Screenshot or save the confirmation screen.
2. If no self-service cancellation option is available, send an email to Now's support email address (listed on nownz.co.nz or your invoice).
   • Subject: "Cancellation Request - Account [Your Account Number]"
   • Body: State your full name, account number, and request cancellation effective immediately or on a specific date. Ask for written confirmation of your cancellation date and final bill amount.
3. Keep a copy of your email and any responses Now sends.
   • If Now does not respond within 5 business days, send a follow-up email or call support.

Cancel by post (slowest but leaves a paper trail)

Postal cancellation takes longer but creates a documented record and may be useful if Now disputes your cancellation.

1. Write a letter that includes: your full name, account number, current address, and a clear statement requesting cancellation effective immediately or on a specified date.
   • Ask Now to confirm receipt and your cancellation date in writing.
2. Send the letter via registered mail or tracked post to Now NZ's address:
   • NOW New Zealand Limited, PO Box 105-083, Auckland, 1143, New Zealand.
3. Keep proof of postage (the receipt from the post office) and a copy of your letter.
   • Tocancel recommends registered mail so you have a date-stamped record of delivery.
4. Follow up with a phone call or email after 7 business days to confirm Now received your letter and has processed the cancellation.
   • If Now claims they never received it, you have postal proof.

Refunds and your final bill after cancellation

Understanding how Now calculates your final bill will help you spot errors and claim any refund you are owed.

Pro-rata refunds and advance payments

If you paid for a full billing cycle (for example, a full month) and cancel before the cycle ends, Now must refund the unused portion - this is called a pro-rata refund. For example, if you cancel 10 days into a 30-day month, you are owed a refund for the 20 unused days. Tocancel advises you to calculate this yourself and compare it to your final bill. If the refund is missing or incorrect, contact Now immediately and ask for clarification in writing.

Do not accept a "no refund" policy if you have paid in advance and cancelled early.

Equipment rental and return costs

If you rented a router or other equipment from Now, your final bill may include a return fee or cost if you do not return the item within a set timeframe. Check your cancellation terms and ask Now exactly what equipment you need to return and where to send it. Return the equipment promptly (within 14 days where possible) and keep proof of postage. If Now charges you a "non-return fee" after you have returned the item, dispute it immediately with your bank or the Commerce Commission.

Keep all receipts and tracking numbers for returned equipment.

Outstanding charges and final invoice timing

Your final invoice typically arrives 7 to 14 days after cancellation. Check it carefully for any unexpected charges, duplicate fees, or failed refunds. If you spot an error, contact Now in writing and request a corrected invoice. If Now refuses to correct the error, lodge a complaint with the Commerce Commission (the regulator for consumer disputes in New Zealand) or ask your bank to dispute the charge.

You have the right to see an itemised final invoice before you pay.

Pricing and what you should have paid

Now's pricing varies by plan and region. The table below shows typical New Zealand pricing as of 2026. Your actual bill may differ if you have bundled services, equipment rental, or promotional discounts.

Common mistakes when cancelling Now

Cancelling a subscription can feel stressful, especially if you're unsure of your rights. Many subscribers make preventable errors that cost them money or prolong their cancellation.

Not requesting written confirmation

Verbal cancellation over the phone is valid, but you have no proof if Now later claims you never cancelled. Always request a cancellation reference number and send a follow-up email repeating the details you discussed. This email becomes your evidence. If Now denies they received your cancellation, you can show the email timestamp and content to the Commerce Commission or your bank.

Create a written record within 24 hours of cancelling by phone.

Accepting "you will keep being charged until the billing cycle ends"

This is often presented as a term, but it is not automatic. When you cancel, Now must disconnect you at your requested date or within 5 business days. If they continue to bill you after that date without your consent, they are in breach of consumer law. If charges appear on your account after your agreed cancellation date, dispute them with your bank immediately and notify the Commerce Commission.

You do not owe payment for services after your cancellation date.

Forgetting to return equipment within the timeframe

Now will charge you a "non-return fee" (often $50-$150) if you do not return rented equipment within 14 to 30 days of cancellation. Plan your equipment return before you cancel. Ask Now for a return shipping label or address, and post the equipment as soon as your cancellation is confirmed. Keep proof of postage. If Now charges you a non-return fee after you have returned the item, email them a copy of your proof of postage and request a refund.

Return equipment within 14 days of cancellation to avoid unexpected charges.

Not checking your final bill for refunds

Your final invoice may omit a pro-rata refund or show duplicate fees. Many subscribers assume the bill is correct and pay without checking. Always request an itemised final invoice and compare it line-by-line to your previous bills and cancellation terms. If a refund is missing, contact Now and ask for a corrected invoice. You can also lodge a complaint with the Commerce Commission if Now refuses to refund what you are owed.

Do not pay your final bill until you have verified every charge.

What happens after your Now cancellation

Cancelling can feel like a relief, but your responsibilities do not end on the cancellation date. Stay alert for a few weeks to ensure Now does not continue billing you.

Monitor your bank account and credit card

Check your statements 7 to 14 days after cancellation to confirm Now has stopped charging you. If you see a charge after your cancellation date, contact your bank immediately and dispute the transaction. Many banks will reverse the charge within 5 to 10 business days if you dispute it quickly. Tocancel advises you to take a screenshot of the disputed charge for your records.

If multiple charges appear after cancellation, your bank can investigate whether Now has a pattern of erroneous billing.

Receive and verify your final invoice

Now will send your final invoice by email or post within 14 days of cancellation. Check it for accuracy: verify the final billing date matches your agreed cancellation date, confirm any pro-rata refund is listed, and check that no equipment rental or non-return fees are charged if you have returned the items. If the invoice is incorrect, email Now with a detailed explanation and request a corrected version. If Now does not respond within 10 business days, escalate the dispute to the Commerce Commission.

Keep your final invoice for at least 2 years for tax and dispute purposes.

Process any refunds

If your final bill shows a credit in your favour, ask Now to process a refund to your original payment method. Most refunds appear within 5 to 10 business days. If a refund does not arrive within 14 days, contact Now and request a status update. If Now refuses to refund you, lodge a complaint with the Commerce Commission. You have legal grounds to recover the money if Now owes you a pro-rata refund or has overcharged you.

Do not close your bank account or change your payment details until any refund has been processed and cleared.

Checklist: cancelling Now safely

Use this checklist to ensure you cancel Now correctly and protect yourself from unexpected charges.

Comparing cancellation methods at a glance

Different cancellation methods suit different needs. This comparison will help you choose the fastest and safest option.

If Now refuses to cancel or disputes your rights

Now must cancel your account if you request it, but occasionally a company may delay, dispute, or refuse. You have legal remedies.

Your escalation path under new zealand law

If Now refuses to cancel, continues to bill you after cancellation, or disputes a refund you are owed, your first step is to lodge a formal complaint with the Commerce Commission. The Commerce Commission is New Zealand's independent regulator for consumer protection and has the power to investigate Now, issue enforcement orders, and direct refunds. You can lodge a complaint for free at comcom.govt.nz. The Commission typically responds within 10 to 20 business days. If the Commission finds that Now breached the Consumer Guarantees Act or Fair Trading Act, they can order Now to compensate you.

Tocancel recommends you also notify your bank if Now continues to charge you after cancellation. Most banks will dispute the transaction on your behalf and reverse the charge within 5 to 10 business days if you provide proof of your cancellation (email, reference number, or registered letter receipt).

Dispute resolution and your legal options

If the Commerce Commission does not resolve the dispute to your satisfaction, you can pursue the matter through the District Court (for claims up to $15,000) or hire a lawyer to send a formal demand letter to Now. Many disputes settle once Now receives a legal letter. If you need legal advice, contact the Citizens Advice Bureau (free, independent advice) or the Law Society for a referral to a consumer law specialist.

You should never feel pressured to accept a service you did not receive or to pay for access after you have cancelled.

Contact information for Now NZ

Use these addresses and contact points to cancel Now or escalate a dispute.

Postal address for cancellation:

NOW New Zealand Limited
PO Box 105-083
Auckland, 1143
New Zealand

For customer support and phone cancellation:
Visit nownz.co.nz or check your bill for the current phone number.

For complaints or disputes:
Commerce Commission
Level 3, 99 The Terrace
Wellington, 6011
New Zealand
Website: comcom.govt.nz

Final takeaway: you have the right to cancel

Cancelling Now is your right, and New Zealand consumer law protects you at every step. You do not need Now's permission to exit, and you do not owe a company money for a service they failed to deliver. Whether you cancel because you found a cheaper option, experienced service faults, or simply want to cut costs, your legal position is clear and strong.

Follow the steps in this guide: contact Now with a clear cancellation request, record the confirmation details, return any equipment within 14 days, and verify your final bill. If Now refuses to cancel, disputes your refund, or continues to charge you after your cancellation date, escalate to the Commerce Commission or ask your bank to dispute the charge.

Tocancel has helped thousands of New Zealand consumers cancel subscriptions, avoid unexpected bills, and recover overcharges. You have the knowledge and the law on your side. Take action today, and confirm your cancellation in writing within 24 hours. Your cancellation takes effect on the date you submit it, and you should see it reflected in your bank account within 14 days. Tocancel stands with you every step of the way.