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Cancellation service #1 in New Zealand
Cancel Gocardless: Easy Method
What is Gocardless
Overview
GoCardless is a payments company that specialises in bank-to-bank recurring payments and direct debits, commonly used by merchants for subscriptions and invoices.
It provides a dashboard and APIs to manage customers, subscriptions and collections across multiple countries, including support for New Zealand users.
Primary uses
Merchants typically use GoCardless to automate recurring billing, reduce manual chasing and improve accounts receivable times.
It is not a consumer-facing app store subscription service; billing is handled via mandate-based bank payments rather than App Store or Google Play receipts.
How to cancel Gocardless
Cancel a subscription via the dashboard
- Log in to the GoCardless web dashboard.
- Select the relevant customer record or subscription template.
- Choose "cancel subscription" to stop future recurring payments.
- Note: any pending payment created as part of that subscription must be cancelled separately if it is pending submission.
- See the official guidance: Cancelling a customer's subscription.
App Store and Google Play notes
- There is no App Store (iOS) subscription cancellation flow for GoCardless because it does not provide App Store‑billed subscriptions.
- Similarly, Google Play cancellation steps are not applicable because GoCardless does not bill via Google Play.
What happens when you cancel
Access and future charges
Cancelling a subscription stops future recurring collection attempts for that subscription template or customer mandate.
Existing mandates may remain active for other payments unless explicitly cancelled; ensure you cancel the correct record.
Pending payments and data
Pending payments created by a subscription may still need separate cancellation if not yet submitted for processing.
Customer and transaction data generally remain in the dashboard for record-keeping and reporting after cancellation.
Will I get a refund?
General refund policy
GoCardless allows merchants to refund payments from the dashboard, but refunds within 7 days of a charge are restricted by default to allow for late payment failures.
Merchants must wait 7 days or contact GoCardless support to opt out of that restriction. See: Refund a payment.
Exceptions and important points
- Refund availability depends on settlement timing and the merchant's settings; immediate refunds may not always be possible.
- There is no explicit GoCardless policy granting a 14-day cooling-off automatic refund for consumers.
- If a refund is required due to merchant fault, suspected error, or regulatory requirement, contact the merchant and GoCardless support promptly.
Gocardless plans and pricing
Pricing overview
GoCardless pricing can vary by country, volume and product features. Exact fees should be confirmed with GoCardless or your account manager.
If specific plan details are not provided by GoCardless publicly for your account, treat pricing as variable and request a quote.
Typical fee components
Common fee components include transaction fees, monthly fees for add‑ons and fees for international or currency conversions.
Merchant negotiation and volume discounts may apply; check your contract for specifics.
| Plan / Fee | Price |
|---|---|
| Monthly fee | Varies |
| Transaction fee | Varies |
| Setup fee | Varies |
| International / currency fee | Varies |
Your consumer rights in New Zealand
Statutory protections
New Zealand consumer protections are governed mainly by the Consumer Guarantees Act and the Fair Trading Act.
These laws cover major failures, misleading conduct and guarantees of services provided to consumers.
How this applies to GoCardless
GoCardless does not state a 14‑day cooling‑off right in its documentation; refund and cancellation rights will depend on the merchant agreement and the nature of the failure.
If you believe GoCardless or a merchant has breached consumer law, contact the Commerce Commission or seek legal advice for further steps.
Customer experiences
Positive feedback
Some users praise GoCardless for improving accounts receivable and speeding up recurring payments.
Examples include comments about easier collections and a user-friendly interface; see user reviews: Xero app reviews.
Negative feedback
Common complaints include slow or poor customer support, abrupt account closures, withheld funds and difficulty obtaining refunds.
Many reports of verification burdens and occasional platform issues appear in public reviews: Trustpilot NZ.
Documentation checklist
Essential documents to prepare
- Account details (merchant ID, dashboard login email).
- Customer or subscription identifiers (customer record ID, subscription template ID).
- Transaction references for any payments you want refunded or cancelled.
Optional supporting documents
- Proof of purchase, invoices or contract terms relating to disputed payments.
- Identity or business verification documents if requested during disputes or account reviews.
Common mistakes
Not cancelling pending payments
Example: cancelling a subscription but leaving a pending payment unchanged can result in an unexpected collection attempt.
Always check for and cancel pending payments separately if required.
Mismatched record selection
Example: selecting the wrong customer record or subscription template when cancelling can leave active mandates in place.
Confirm the correct IDs and preview the subscription details before confirming cancellation.
Comparative recap
At a glance
The table below summarises key differences between GoCardless, typical card processors and PayPal for recurring billing.
Quick takeaways
GoCardless specialises in bank‑to‑bank debit collection with lower card fees for recurring ACH/BECS-style payments.
Card processors and PayPal offer broader card acceptance and consumer-facing flows but can be more expensive for recurring bank‑based collections.
| Feature | GoCardless | Typical card processor | PayPal |
|---|---|---|---|
| Primary payment type | Bank direct debit / mandate | Credit & debit cards | Cards, PayPal balance, bank transfers (varies) |
| Best for | Recurring bank collections and subscriptions | One-off and recurring card payments | Consumer payments and marketplaces |
| Typical fees | Lower per-transaction for bank debits (Varies) | Card processing fees (percentage + fixed) | Fee per transaction and sometimes higher for cross-border |
| Chargeback risk | Lower chargeback model; mandate disputes handled differently | Higher chargeback exposure | Chargebacks and disputes handled via PayPal policies |
After cancelling
Follow-up actions
Confirm cancellation via dashboard screenshots or confirmation emails for your records.
If you expect refunds or unsettled funds, monitor transactions and reach out to the merchant and GoCardless support as needed.
Helpful links
Address
Registered office for correspondence
Use the registered New Zealand office for formal correspondence including cancellation notices:
DLA Piper New Zealand Pwc Tower Level 15, 15 Customs Street West Auckland 1010 New Zealand
Alternative overseas address
If New Zealand correspondence is not accepted, an alternative overseas mailing address (Australia) may be used as instructed by GoCardless or its agents.
Always confirm the preferred address and delivery method with GoCardless support before sending formal notices.
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Written by Eva Harris
Regulatory watch · 8 years experience
Legal analyst tracking eIDAS, GDPR and electronic delivery regulations for 8 years to make sure every Postclic template is compliant and admissible in court.