Cancel Hero: Easy Method

What is Hero

Overview

Hero is a New Zealand brand that operates VoIP/broadband phone plans (Hero Internet) and a separate product line for medication management (Hero Health smart dispenser).

The two offerings are distinct: one is a telecommunications service with monthly plans, the other is a device plus subscription for medication dispensing and reminders.

Services covered

Hero Internet provides business and single-line cloud phone plans with monthly pricing tiers and calling allowances.

Hero Health supplies a smart medication dispenser and related subscription services, often sold with a risk-free trial period for returns.

How to cancel Hero

Hero Internet (VoIP/broadband)

• Check your Hero Internet terms and billing cycles at Hero Internet Terms.
• Identify your account details, plan name, and any outstanding charges before contacting support.
• Raise billing disputes within 30 days of the invoice date to avoid waiving dispute or refund rights (see §3.5 of the terms).
• Contact Hero Internet support by the method listed in your account or the website to request cancellation and confirm the effective date.
• Request written confirmation of cancellation and keep copies of all correspondence.

Hero Health (smart dispenser)

• If you are within the risk-free trial, notify Hero Health support and arrange return of the device for a full refund per their returns policy.
• If outside the trial window, contact support to discuss cancellation, potential depreciation charges, and how prepayments are handled.
• Keep proof of return postage and obtain written confirmation that the device has been received and your subscription cancelled.

What happens when you cancel

Access and service

Cancellation typically ends future access to the service or device features from the effective date specified by Hero.

For Hero Internet, phone numbers, inbound services, and calling channels may be removed after cancellation; porting options should be arranged before cancelling.

Billing and data

Billing continues up to the cancellation date; any outstanding charges remain payable unless successfully disputed.

Data retention, account export, or device settings may be lost after cancellation - request copies of important records before the end date.

Will I get a refund?

Hero Internet refund policy

Hero Internet’s terms state that unused credit balances are not refunded and plan changes are non-refundable.

Call charges may be refunded only if you demonstrate incorrect billing; raise disputes quickly (within 30 days) to preserve your rights.

Hero Health refund policy

• If you return the device during the risk-free trial you are eligible for a full refund of subscription fees and prepayments.
• After the trial, refunds depend on depreciation, remaining commitments, and specific terms; prepayments may not be fully refundable.
• Document return dates and obtain written confirmation to support any refund claim.

Hero plans and pricing

Pricing overview

Hero offers multiple monthly VoIP plans; prices shown exclude GST (15% in NZ) with approximate GST-inclusive amounts where provided.

All plans listed are monthly and reflect Hero’s published pricing for the 2024/2025 period.

Plan details

Your consumer rights in New Zealand

Consumer Guarantees Act (CGA) basics

Under the Consumer Guarantees Act 1993 goods must match description, be of acceptable quality, and fit their purpose.

Services must be provided with reasonable care and skill; statutory rights under the CGA cannot be contracted out.

How it affects cancellations and refunds

• "No-refund" clauses may not override CGA rights for faulty or misdescribed products or services.
• If Hero charges incorrectly or provides an unfit product, you may have CGA remedies even if the company's terms say otherwise.
• Document faults and contact Hero promptly; escalate to the Commerce Commission or seek dispute resolution if necessary.

Customer experiences

Positive feedback

• Users report that the Hero Health dispenser simplifies complex medication routines and helps ensure medicines are taken on time.
• Reviewers praise reliability, easy setup, helpful alarms, refill reminders, time savings, and peace of mind.

Negative feedback

• Some customers report difficulty cancelling subscriptions, especially after the return window has closed.
• Complaints include ongoing charges after cancellation requests, dispensing errors, app usability issues, and customer service delays.

Documentation checklist

What to gather before cancelling

• Account holder name, account number, plan name, and recent invoices.
• Proof of purchase, device serial number (for Hero Health), and trial/return dates.
• Copies of all emails, chat transcripts, and support reference numbers.

Where to send cancellation requests and evidence

• Use the official support channels listed on Hero’s websites and ask for written confirmation.
• If posting documents, use the company PO Box or registered office; retain delivery receipts.

Common mistakes

Timing and trial windows

Missing the risk-free trial return window for the Hero Health device is a frequent cause of lost refunds.

Example: returning the device one day after the trial ends may result in depreciation charges or refusal of full refund.

Communication and evidence

Not keeping written proof of cancellation requests or returns can make disputes hard to resolve.

Example: relying on a verbal cancellation without a confirmation number may lead to continued billing.

Comparative recap

At a glance

The table below contrasts key cancellation and refund characteristics between Hero Internet and the Hero Health device.

Use this to decide which actions to prioritise before cancelling.

Quick decision guide

After cancelling

Follow-up actions

• Obtain and safely store written confirmation of cancellation and any refund agreement.
• Monitor bank statements for any further charges and raise a dispute immediately if they occur.

Helpful links

• Hero Internet Terms - check clauses on disputes and refunds.
• Hero Health returns & refund policy - risk-free trial details and post-trial rules.
• Consumer Guarantees Act 1993 (overview) - your statutory rights in NZ.

Address

Postal address

Po Box 108110, Symonds Street, Auckland 1150, New Zealand.

Registered office

Hero's registered office is listed at Level 9, Queen Street (as recorded in the Companies Office); use this if posting to the PO Box is unsuitable.