Cancellation Matterport: Easy Method

What is Matterport

Matterport is a platform and suite of services for creating, hosting, and sharing immersive 3D virtual tours and spatial data. It includes a cloud-based Platform subscription (account management, hosting, tools), Capture Services (on-demand or scheduled capture performed by Matterport technicians), mobile and desktop apps, and hardware sold through resellers in some regions (including Canada).

The service is commonly used by real‑estate, design, construction and marketing professionals; billing and cancellation vary by purchase channel (Platform web subscription, app store, capture booking, or hardware reseller).

How to cancel Matterport

• Cancel Platform subscription via account settings at my.matterport.com. Note general subscriptions auto‑renew; termination takes effect at the end of the current term if you provide notice at least 30 days before renewal.
• From the Matterport Web App, you may also submit a cancellation or downgrade request using the in‑app “Contact us” form; follow‑up is typically within 24 - 48 business hours.
• If you purchased the subscription through the Apple App Store or Google Play, cancel through that store (see Apple/Google steps below); those cancellations take effect at the end of the current billing period.
• For Capture Services (On‑Demand or scheduled capture), cancel or reschedule more than 24 hours before the scheduled session to receive credit; cancellations within 24 hours normally incur a fee and no refund/credit.
• If you need to provide formal/legal notice under the Terms of Use, send a signed notice by registered mail (raccomandata A/R) to Matterport’s registered address: Matterport, LLC, 352 East Java Drive, Sunnyvale, CA 94089, USA. Keep the tracking/receipt as proof.
• For hardware purchased via a Canadian reseller (e.g., SolidCAD), follow the reseller’s return/RMA process - returns are typically allowed within 10 days, buyer pays return shipping and reseller issues refund after inspection.
• Always document the cancellation: save confirmation emails, screenshots of account cancellation pages, booking references, and registered‑mail receipts.

What happens when you cancel

When you cancel a Platform subscription via the web or app store the cancellation generally becomes effective at the end of the current billing term; you retain access until that date. Subscriptions that are not cancelled continue to auto‑renew.

For capture appointments, cancelling within the allowed window results in credit or no fee; late cancellations typically result in a cancellation fee and loss of the scheduled service. Hardware returns to Canadian resellers are processed after inspection and may be refunded if items are in original condition.

Data policies vary by account and plan: hosted tours, models and account content may remain accessible until the subscription expires or is terminated in accordance with Matterport’s Platform terms - export any data you need before your access ends.

Will I get a refund?

Matterport’s stated policy for Platform subscriptions is no refunds for the unused portion of a subscription; cancellation is effective at the end of the billing cycle. That no‑refund rule is explicitly stated in Matterport materials.

Exceptions include prepaid Additional Services that Matterport or a reseller terminates before provision - those amounts paid in advance for services not yet provided will generally be refunded. For Capture Services On‑Demand, cancellations made more than 24 hours before the appointment typically receive credit; cancellations within 24 hours normally receive no refund or credit.

Hardware purchased through Canadian resellers (for example SolidCAD) commonly allows returns within a stated window (10 days) with refunds after inspection; buyer pays return shipping. If you believe a charge is unauthorized or erroneous (for example repeated failed charges), you may also pursue a dispute through your card issuer while continuing to document communications with Matterport.

Matterport plans and pricing

Your consumer rights in Canada

Canadian consumer protection laws require clear disclosure of automatic renewal terms and can provide remedies for unfair billing or misrepresentation. Provincial rules vary: some provinces provide specific cancellation or refund rights for digital services within certain time frames, and other protections cover defective goods or misrepresented services.

If you believe Matterport’s stated “no refund” policy conflicts with provincial consumer rights (for example where provincial law provides a cooling‑off period for digital goods or where services were materially misrepresented), you may have recourse through provincial consumer protection agencies, your payment card issuer (chargeback/dispute), or small‑claims courts. Keep detailed records of disclosures, invoices and communications to support any claim.

Customer experiences

User feedback about Matterport is mixed. Many reviewers praise the responsiveness and professionalism of support staff and highlight the high quality of Matterport’s 3D capture technology and collaboration features. These strengths make the platform valuable for immersive marketing and documentation workflows.

However, negative reports include billing and invoicing problems (delays, errors, unexpected charges), interface and admin usability concerns, recurring technical issues with model uploads where fixes are temporary, and reports of price increases or difficulties removing payment methods. There are isolated but serious reports of repeated unauthorized charges and poor support resolution; such cases underscore the importance of monitoring billing and retaining documentation of all communications.

Documentation checklist

• Account name, email, and subscription ID (screenshots of account settings page)
• Invoices, receipts and payment method statements showing charges
• Booking confirmations and capture appointment details (date/time)
• Support tickets, chat transcripts and in‑app contact confirmations
• Registered mail (raccomandata A/R) receipt and copy of the signed notice, if sent
• Hardware invoice and reseller RMA/return documentation (if applicable)
• Any terms, renewal notices, or policy pages referenced at time of purchase

Common mistakes

Many cancellation issues arise from avoidable errors: missing the 30‑day window before automatic renewal and expecting a pro rata refund, cancelling through the wrong channel (for example cancelling in the web UI when subscription was purchased through the App Store), or failing to obtain and keep written confirmation of cancellation.

Other common mistakes include not following the reseller’s RMA return process for hardware, not exporting or backing up hosted content before access ends, and relying solely on informal chat support without documenting follow‑up. To reduce dispute risk, act early, use the correct cancellation channel, and keep dated evidence of all communications.

Comparative recap

After cancelling

After you cancel, export or download any content you need, verify the final access/expiry date in your account, and confirm that billing has ceased. If you continue to see charges after cancellation, contact Matterport support and your payment provider immediately and file a dispute if necessary.

Helpful links: manage your Matterport account at my.matterport.com; cancel Apple subscriptions at Apple support; cancel Google Play subscriptions at Google Play support; Matterport support and contact options at support.matterport.com; Canadian consumer protection resources at canada.ca - consumer protection; reseller SolidCAD at solidcad.ca.

Address

Matterport, LLC
352 East Java Drive
Sunnyvale, CA 94089
USA