Cancel Cleo: Step-by-Step Guide

What is Cleo

Overview

Cleo is a digital financial assistant and budgeting app that offers chat-based money management, budgeting tools, and cash-advance features.

The service is delivered via a mobile app and web members area and is marketed with features such as automated budgeting, insights, and short-term cash advances.

How it operates

Cleo links to your bank accounts to analyse spending and provide recommendations and optional advances where available.

Subscriptions and certain features are managed through the app, the web Members Area, or via the platform where you subscribed (Apple App Store or Google Play).

How to cancel Cleo

Cancel via Members Area (web)

• Sign in to the Cleo Members Area on the web.
• Go to your profile → My Subscriptions → More Actions → Cancel Subscription.
• Keep a screenshot or confirmation message as proof of cancellation.

Cancel via Apple or Google Play

• If you subscribed through Apple (iTunes/App Store), cancel in your Apple iTunes Account automatic renewal settings.
• If you subscribed via Google Play, cancel in Google Play account settings under Subscriptions.
• Platform cancellations stop future renewals; the platform may control refunds.

Cancel by email

• If you prefer email, contact Cleo at [email protected] or [email protected].
• Include your account email, subscription ID, and a clear request to cancel; save replies.

What happens when you cancel

Access and billing

When you cancel, you retain access until the end of the current billing period unless otherwise stated.

Cancelling stops future automatic renewals but does not automatically trigger a refund.

Account data and bank links

Your account data typically remains in the service; deleting an account or removing bank connections may require contacting support.

There is no documented New Zealand postal cancellation address; cancellations are managed in-app or by email.

Confirmation and records

Always save cancellation confirmations, receipts, and any email correspondence as proof of the cancellation date.

If charges continue after cancellation, these records are essential for disputes with Cleo, the app store, or your bank.

Will I get a refund?

Cleo's stated refund policy

Cleo's policy states they do not provide refunds for purchases or subscriptions and instead offer a free trial to evaluate the service.

The company notes that cancelling does not guarantee a refund and no 14-day statutory refund is mentioned in their policy documents.

Possible exceptions

• If the service is defective, not delivered, or was misleadingly advertised, statutory consumer remedies may apply under New Zealand law.
• If you believe you qualify for a remedy, contact Cleo first, keep records, and consider escalating to a dispute process or NZ consumer authorities.

How to request a refund

• Contact Cleo at [email protected] or [email protected] and explain the issue with evidence.
• If you subscribed via Apple or Google Play, also check and request refunds through those platforms if applicable.

Cleo plans and pricing

Plan overview

Exact New Zealand Dollar pricing is not publicly listed by Cleo. Prices shown in the app or at purchase may vary by region and platform.

Check the App Store, Google Play, or your Cleo billing page for the exact charge at the point of purchase.

Quick note on pricing

Because regional pricing was not available, the table below uses "Varies" for price fields; verify in your store or account.

Your consumer rights in New Zealand

Relevant laws

New Zealand consumer protection includes the Consumer Guarantees Act and the Fair Trading Act, which protect buyers from misleading conduct and guarantee services are provided with reasonable care.

Businesses cannot contract out of statutory rights that these laws provide to consumers.

How this affects Cleo users

• If Cleo's service was defective or misleadingly described, NZ consumers may be entitled to remedies despite a 'no refunds' policy.
• Seek resolution with the company first; if unresolved, complain to Consumer Protection channels.

Where to get help

• Consumer Protection (New Zealand) - guidance and complaint steps.
• Commerce Commission New Zealand - enforces fair trading rules.
• Consider contacting your bank or card issuer about unauthorised or continuing charges once you have evidence.

Customer experiences

Positive feedback

• Users praise the app's user-friendly interface, budgeting tools, and quick cash-advance feature for emergencies.
• Many note the AI chatbot's personality, helpful insights, and intuitive platform features.

Negative feedback

• Recurring complaints include difficulties cancelling subscriptions and being charged after cancellation attempts.
• Complaints also cite unexpected charges, layered fees (subscription plus transfer fees), technical issues, and limited or slow customer support.

Regulatory and complaint history

Public complaints and regulatory scrutiny have highlighted problems with disclosure, cancellations, and fee structures.

Some past enforcement actions led to settlements and refund programmes elsewhere; users should document issues and seek remedies if necessary.

Documentation checklist

Essential items to gather

• Account email address and username used with Cleo.
• Subscription receipts, billing dates, and screenshots of subscription status.
• Payment records or bank statements showing charges.

Supporting evidence for disputes

• Cancellation confirmation screenshots or emails.
• Correspondence with Cleo support (emails, chat logs).
• Records of attempts to cancel via App Store or Google Play if applicable.

Where to keep copies

• Store digital copies in a secure folder and back up important documents.
• Use timestamps and retain originals from app stores and your bank.

Common mistakes

Assuming cancellation equals refund

Many users assume cancelling a subscription will automatically refund recent charges.

In Cleo’s case, cancellation typically stops future billing but does not guarantee a refund for past charges.

Attempting to cancel in the wrong place

Users sometimes try to cancel in the app when the subscription was set up through Apple or Google Play; platform subscriptions must be cancelled through those stores.

Always check which platform processed your payment before cancelling.

Not saving proof

Failing to save cancellation confirmations, receipts, or correspondence makes disputes harder to resolve.

Always capture screenshots and keep emails until the matter is fully resolved.

Comparative recap

Quick comparison

After cancelling

Immediate steps

• Confirm cancellation receipt and save screenshots or emails as proof.
• Monitor your bank or card statements for any further charges for at least one billing cycle.

If charges continue

• Contact Cleo at [email protected] or [email protected] with your documentation.
• If you subscribed via Apple, visit Apple subscriptions support; for Google Play, visit Google Play subscriptions.

Escalation and external help

• If unresolved, contact your bank or card issuer to dispute unauthorised charges.
• Consider filing a complaint with Consumer Protection (New Zealand) or the Commerce Commission if you suspect misleading conduct.

Address

Postal address

No New Zealand-specific postal cancellation address was found for Cleo in available documentation.

There is no publicly documented NZ physical postal address for cancellations; use online methods instead.

Contact emails

For cancellations or account queries, email Cleo at [email protected] or [email protected].

Include account details, dates, screenshots, and a clear cancellation request in your message.