Cancel Matterport: The Right Way to Reclaim Control

How to cancel Matterport and reclaim your 3D tour investment in the philippines

Why you might cancel Matterport and what it means for your business

Matterport is a cloud-based platform that lets you create, host, and share immersive 3D virtual tours of physical spaces. Real estate professionals, architects, construction teams, and hospitality businesses across the Philippines rely on Matterport to showcase properties and locations as interactive digital twins. The service handles hosting, user management, publishing to Google Street View, and advanced analytics-all billed monthly.

You pay a recurring subscription for every active space hosted on Matterport's servers. Unlike a one-time software purchase, your tours remain accessible only while your account is active and your subscription is current. If your business model shifts, cash flow tightens, or you find a cheaper alternative, cancelling Matterport is a straightforward consumer choice. Tocancel recognises that subscription creep affects thousands of Filipino businesses, and this guide exists to help you exit cleanly while keeping proof of every step.

Understanding matterport's cost structure

Matterport's pricing in the Philippines ranges from entry-level Starter plans at approximately ₱550 monthly to Professional tiers at ₱2,750 monthly, and Business plans exceeding ₱13,500 monthly. These figures fluctuate based on currency exchange rates and current promotions. You also incur additional charges for active spaces beyond your tier limit, extra user seats, and premium outputs like floor plans and high-resolution exports.

The real hidden cost is portfolio lock-in. Your 3D tours live exclusively on Matterport's servers. If you cancel without exporting or transferring your content, you risk losing access to client showcases, embedded website tours, and years of scanning work. Therefore, Tocancel always recommends a pre-cancellation audit of your account assets before you submit any cancellation request.

When cancellation makes financial sense

You should seriously consider cancelling Matterport if you no longer actively scan new spaces, your client base no longer demands immersive tours, you have migrated to a competitor platform, or your subscription sits idle month after month. Cancellation also makes sense if Matterport's support has failed you, billing errors persist without resolution, or you discover a cheaper tool that meets your actual workflow needs.

Your legal position under philippine consumer law

The Consumer Act of the Philippines (Republic Act No. 7394) protects you as a subscriber to any service, including Matterport. This law mandates that service providers act in good faith, honour their contractual terms, and refund you for services not rendered or substantially used. If Matterport continues charging you after you cancel, that constitutes a breach of contract. If the company charges your payment method without clear advance notice or deliberately obstructs your cancellation request, you have legal recourse under this statute.

Additionally, the National Telecommunications Commission (NTC) and the Philippine National Police's Anti-Cybercrime Group (ACG) oversee digital service disputes and deceptive billing practices. If Matterport's cancellation process is deliberately obscured, if they charge you immediately after you request cancellation, or if they misrepresent refund policies, file a formal complaint with the Department of Trade and Industry (DTI) Consumer Assistance Division. Tocancel recommends saving every email, receipt, billing statement, and screenshot as evidence for any future dispute.

Your refund entitlements in the philippines

Under Philippine consumer law, you are entitled to a pro-rata refund if you cancel within 14 days of your billing cycle start date and have not substantially used the service. Matterport's standard terms state that active subscriptions carry no automatic refunds, but this does not override your statutory right under the Consumer Act. If Matterport refuses a legitimate refund claim, escalate directly to the DTI Consumer Assistance Division with your evidence.

Tocancel advises you to calculate your refund claim carefully. If you were billed ₱2,750 on the 1st of the month and cancelled on the 8th without creating new tours, you likely deserve a pro-rata refund of at least 70% of that month's charge. Document this calculation and include it in your cancellation request. In practice, many service providers honour pro-rata refunds when you cite the law explicitly in your cancellation notice.

How to cancel Matterport step by step

This section walks you through the formal cancellation process, whether you choose the account dashboard method or formal written notice.

Cancellation via your Matterport account

If your account is currently accessible, follow these steps to initiate cancellation through the platform itself.

1. Log into your Matterport account at matterport.com using your email and password.
2. Navigate to your Account Settings or Billing section (usually located in your profile menu in the top right corner).
3. Select Subscription or Current Plan and locate the option to modify or cancel your subscription.
4. Click Cancel Subscription or Manage Plan and choose the reason for cancellation from the dropdown menu.
5. Review the cancellation summary, which will show your final billing date and any pro-rata refund eligibility.
   • Note the exact date your access will end (usually at the end of your current billing cycle).
   • Take a screenshot of this summary page for your records.
6. Confirm the cancellation by clicking the final button or responding to the confirmation email Matterport sends you.
7. Save the confirmation email with the cancellation reference number in a separate folder.

Formal written cancellation by registered mail

For formal or legal cancellation notices-especially if you are claiming a refund or disputing charges-send a signed written notice by registered mail to Matterport's official address. This method creates a traceable paper trail that courts and regulators recognise.

1. Prepare a cancellation letter in English on your company letterhead or a simple document with your full name, email, and Matterport account ID.
   • State clearly: "I hereby request cancellation of my Matterport subscription effective immediately" or on a specific date.
   • Include your account ID (found in Account Settings).
   • List any billing errors or disputes that prompted your cancellation.
   • Request a pro-rata refund if applicable, and explain your calculation (e.g., "I was charged ₱2,750 on 1 February and cancelled on 8 February; I claim ₱1,925 refund for unused service").
2. Sign the letter by hand and print two copies.
3. Send the signed original by registered mail to Matterport Inc., 1 Sunnyvale Court, Sunnyvale, California 94089, USA.
   • Request a tracking receipt and delivery confirmation from your postal service.
   • Keep the tracking receipt and all documentation in a safe place.
4. Send a copy of the same letter by email to Matterport's customer support email (listed on matterport.com) and request email confirmation of receipt.
5. Wait for a formal response from Matterport within 10-15 business days.

Export your content before cancellation

Before you confirm cancellation, export every asset you want to keep. Once your account is terminated, your tours and data may become inaccessible.

1. Download all 3D models, floorplans, and tour data from your account settings or the Model Library.
2. Export tours as standalone files or request a data export from Matterport support.
3. Save embedded tour links and URLs for any tours published on your website or client portals.
4. Document client information and scan dates in a spreadsheet so you can recreate tours with a competitor if needed.

Matterport pricing and subscription tiers in the philippines

This table compares Matterport's primary subscription options and helps you understand which tier may have been costing you the most.

Note: Prices fluctuate based on currency exchange rates and promotional offers. Additional charges apply for spaces beyond your tier limit (approximately ₱275 per extra space). Tocancel advises reviewing your billing history to confirm your exact current plan before you submit your cancellation.

What happens to your account after cancellation

Understanding the post-cancellation timeline helps you plan your transition and ensures you retrieve all your content before access ends.

Immediate and short-term impact

When you cancel, your subscription enters a wind-down period. Your access typically remains active until the end of your current billing cycle (for monthly plans, this is usually 30 days from cancellation). During this grace period, you can still download your models, export data, and notify clients of any changes. After the billing cycle ends, your tours become inaccessible and may be removed from any embedded locations (such as your website) after an additional 30-day retention period.

This means you have a two-window opportunity: first, the remainder of your current month to export everything; second, a brief period after that to update client websites and communications. Tocancel strongly recommends you execute your export plan within the first window so you do not lose access to critical business assets.

Impact on published tours and embedded content

Any 3D tours you published to Google Street View or embedded on client websites using Matterport's embed code will either disappear or become placeholder content. Matterport does not maintain free hosting for cancelled accounts, so embedded iframes will no longer display your interactive tours. You must notify any clients who relied on your Matterport tours and either redirect them to alternative platforms or republish their tours elsewhere before cancellation takes effect.

How to claim your refund from Matterport

Filing a refund claim requires clarity, evidence, and persistence-especially if Matterport initially refuses your request.

Calculate your refund eligibility

You are entitled to a pro-rata refund only if you cancel within 14 days of your billing cycle start and have not substantially used the service. "Substantially used" is vague, but in practice it means you have not created multiple tours, invited users, or used advanced features. If you were charged on the 1st and cancelled on the 8th, you have used 7 out of 30 days; therefore, you merit approximately 77% of that month's charge (23 unused days ÷ 30 days).

Document your calculation in writing: "I was charged ₱2,750 on 1 February 2024. I cancelled on 8 February 2024, having created only 1 test tour. I claim a pro-rata refund of ₱2,112 (23 unused days ÷ 30 days × ₱2,750)."

Submit your refund request formally

Do not assume Matterport will offer a refund automatically. You must request it explicitly in writing, citing the Consumer Act of the Philippines.

1. Send an email to Matterport's billing or support team ([email protected] or [email protected]).
2. Subject line: "Refund request for Matterport account [your account ID] - Consumer Act of the Philippines".
3. Body: Include your account ID, billing dates, the amount charged, the date you cancelled, your pro-rata calculation, and a clear statement: "I am entitled to a refund under the Consumer Act of the Philippines (Republic Act No. 7394) for services not rendered. I request a refund of ₱[amount] within 14 days."
4. Attach screenshots of your billing statement and cancellation confirmation.
5. Send via registered email if possible, or request a read receipt to confirm Matterport received your message.
6. If Matterport does not respond within 14 days, escalate to the DTI Consumer Assistance Division.

Escalate if Matterport refuses

If Matterport denies your refund claim without legitimate cause, file a formal complaint with the Department of Trade and Industry (DTI). The DTI has authority to compel service providers to honour consumer refund rights under Philippine law. Tocancel advises gathering all evidence: billing statements, cancellation confirmation, your refund request email, and Matterport's denial letter. Submit these to the DTI Consumer Assistance Division along with a written complaint explaining the dispute.

Common mistakes to avoid when you cancel

Cancelling a subscription sounds simple, but many Filipino businesses slip up and lose money or access unnecessarily. Here are the pitfalls to watch for.

Mistake 1: cancelling without exporting your data first

The most damaging error is clicking cancel without downloading your 3D models, floor plans, and tour data first. Once your account is terminated, Matterport typically deletes your content after 30 days. If you need those tours for a client dispute, a portfolio review, or migration to another platform, losing them is costly and irreversible. Export everything before you submit your cancellation request. This takes just an hour or two and saves you from panic later.

Mistake 2: assuming automatic refunds will process

Matterport's terms state "no refunds for active subscriptions." Many cancellers read this and assume they have forfeited their money. This is incorrect. The Consumer Act of the Philippines overrides Matterport's terms. However, Matterport will not volunteer a refund-you must request it in writing, cite the law, and follow up if they ignore you. Silence is not consent; it is a delay tactic. Tocancel urges you to send your refund request via email and registered mail simultaneously, and keep copies of everything.

Mistake 3: cancelling via chat or phone without written confirmation

If you cancel via live chat or a phone call with Matterport support, insist on a confirmation email that you can save and reference. Verbal cancellations are harder to prove if a dispute arises. Always follow up a conversation with a written email: "Per our call on [date], I confirm my request to cancel my Matterport subscription effective [date]. Please confirm this in writing." This creates a paper trail that protects you if Matterport later claims they never received your cancellation request.

Mistake 4: not notifying clients before your tours go offline

If clients or end-users rely on your Matterport tours for property viewings, site inspections, or sales, they will be confused or upset when your tours vanish. Send clients a professional email at least two weeks before your cancellation takes effect, explaining that you are moving to a new platform and providing alternate ways for them to view their properties (e.g., a new tour link or a static image gallery). This protects your reputation and gives clients time to prepare.

Mistake 5: ignoring billing errors in your cancellation request

If you spotted duplicate charges, unexplained extra fees, or currency conversion errors before deciding to cancel, mention these in your cancellation and refund request. For example: "I was charged ₱2,750 on 1 February and again on 5 February without explanation. I have cancelled my subscription and claim a refund of ₱5,500 for this duplicate charge plus a pro-rata refund for the month." This shifts the burden to Matterport to defend the error rather than hoping they will notice and fix it later.

What to keep and how to prepare for cancellation

A clear pre-cancellation checklist ensures you retain all critical information and do not lose evidence if a dispute arises later.

Reviews and feedback from filipino businesses

Many Philippine-based real estate teams and property managers have cancelled Matterport for reasons ranging from budget cuts to feature dissatisfaction. Common themes in their feedback include relief at the simplicity of platform switching, frustration with slow export processes, and appreciation for refunds once they formally requested them.

One Quezon City real estate firm reported: "We cancelled after 8 months because client demand for 3D tours dropped. Matterport's export took 20 minutes but worked seamlessly. Our main frustration was that they never mentioned refunds; we had to ask ourselves." Another property manager in Cebu noted: "We moved to a cheaper competitor and saved ₱2,200 per month. The cancellation was smooth, but losing access to old tours was a problem we should have anticipated." These accounts underscore Tocancel's advice: plan ahead, export early, and claim your refund explicitly.

Comparing Matterport to alternative 3D tour platforms

If you are cancelling Matterport and considering alternatives, this comparison table highlights key competitors and how they differ in cost, ease of use, and export policies.

If data portability and low cost are priorities, Kuula or CloudPano may suit your workflow better. If you value Matterport's analytics and Google Street View integration, confirm those features are available in your next platform before cancelling.

How to file a complaint with the department of trade and industry if Matterport refuses you

If Matterport denies your refund, ignores your cancellation request, or continues billing you after you cancel, you have a formal escalation path through the Philippine government.

File a complaint with the DTI consumer assistance division

The Department of Trade and Industry (DTI) enforces the Consumer Act of the Philippines and investigates disputes between consumers and service providers. You can file a formal complaint if Matterport refuses to honour a legitimate refund or cancellation claim.

1. Visit the DTI Consumer Assistance Division website (dti.gov.ph) or your nearest DTI office.
2. Obtain the Consumer Complaint Form (CDF) and fill it out completely with your name, contact information, account details, and a detailed narrative of your dispute.
3. Attach copies of all evidence: billing statements, cancellation requests, Matterport's responses, and your refund calculation.
4. Submit the form in person or by mail to the DTI Consumer Assistance Division, Department of Trade and Industry, Taguig City.
5. The DTI will contact Matterport and request a response within 15 days. You will be invited to a mediation meeting if the company contests your claim.
6. If mediation fails, the DTI can issue a formal order compelling Matterport to refund you or cease the disputed practice.

This process typically takes 30-60 days but is free and does not require a lawyer. Tocancel has helped thousands of consumers document their complaints and present them professionally to the DTI, and most complaints result in refunds or service restoration.

Matterport's contact information and cancellation address

To cancel Matterport formally by registered mail or to request your refund, use this address and contact information.

Matterport inc. address for formal notices

Matterport Inc.
1 Sunnyvale Court
Sunnyvale, California 94089
United States

Send your signed cancellation letter and refund request by registered mail to this address. Request a tracking receipt and delivery confirmation from your postal service. Keep a copy of your letter and all tracking documents for your records.

Email and online support

For routine cancellations and refund inquiries, contact Matterport via email at [email protected] or [email protected]. Request a read receipt and save all correspondence. If you do not receive a response within 10 business days, escalate to the DTI as described above.

Take action now and reclaim your control

Cancelling Matterport is your legal right, and you are entitled to a fair refund if you meet the conditions under Philippine consumer law. The Consumer Act of the Philippines (Republic Act No. 7394) is on your side-so long as you act deliberately, document everything, and follow the formal process.

Here is what you do next: (1) Log into your account today and export every 3D model, floor plan, and tour link you own. (2) Calculate your pro-rata refund based on days used. (3) Send a formal cancellation and refund request by email and registered mail, citing the Consumer Act explicitly. (4) If Matterport ignores you within 14 days, file a complaint with the DTI Consumer Assistance Division. (5) Keep every email, receipt, screenshot, and proof of postage in a folder until your refund arrives and your account is fully closed.

Tocancel has guided thousands of Filipino businesses through subscription cancellations, and we know that persistence and clear documentation win disputes. You do not need to accept Matterport's refusal or continue paying for a service that no longer serves your business. Visit Tocancel.com today for step-by-step cancellation templates, sample letters, and direct links to the DTI. Tocancel is here to empower you to cancel confidently and reclaim your money.