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Cancellation service #1 in New Zealand
Cancel Verotel: Easy Method
What is Verotel
Overview
Verotel is a merchant services provider that processes online payments and subscriptions for digital merchants globally.
The company operates direct-billing models for websites and manages recurring payments, reserves and settlement to merchants.
How Verotel is commonly used
Merchants use Verotel to accept card payments and recurring subscriptions without routing through app stores.
Customers are billed directly by the merchant or Verotel according to the merchant’s subscription flows and terms.
How to cancel Verotel
Who can cancel
Subscriptions may be canceled by the Member (customer), the site (merchant) or Verotel itself.
Cancellation can be initiated by any of these parties using the methods below.
Step-by-step cancellation steps
- Contact the content provider (merchant) first - many subscriptions are managed by the merchant.
- If the merchant cannot cancel, contact Verotel using the contact methods you have (email, phone, fax or postal mail). Use the address at the end of this guide if you have no other contact details.
- Provide identifying information: full name, email, subscription ID or invoice number, date of purchase and last 4 digits of the card used.
- Request written confirmation of cancellation and keep that confirmation for your records.
- Monitor your bank or card statement for any further charges and escalate if charges continue after confirmed cancellation.
What happens when you cancel
Access and service continuity
Cancellation typically stops future renewals but does not guarantee immediate termination of access - access terms depend on the merchant’s setup.
Some subscriptions may remain active until the end of a pre-paid period or billing cycle.
Billing and data
Charges remain payable up to the date of termination according to Verotel’s Terms & Conditions.
Account and billing data are retained according to Verotel’s policies; request account closure or data deletion from the merchant or Verotel if required.
Will I get a refund?
Verotel's published policy
Verotel explicitly states that subscription fees are not refundable when a Member requests cancellation.
Refunds, if issued, are credited only to the original payment method and are granted at Verotel’s discretion.
Exceptions and your options
- Verotel may issue refunds in exceptional cases, but this is not guaranteed by their T&Cs.
- In New Zealand you may have additional rights (see the consumer rights section) that could affect refund entitlement.
- Always request written reasoning for any refund refusal and gather evidence if you intend to dispute the charge.
Verotel plans and pricing
Pricing summary
Verotel’s pricing is published in euros and varies by account type and volume.
Exact NZD prices are not provided by Verotel and will depend on the current EUR - NZD exchange rate.
Key pricing elements
Common pricing elements include a registration fee (for BASIC), per-transaction percentages, a recurring surcharge and a reserve percentage.
Specifics below are taken from Verotel’s published price chart and notes.
| Plan | Annual fee | Transaction fee | Recurring surcharge | Reserve | NZD price |
|---|---|---|---|---|---|
| BASIC | EUR 500 registration fee | 15.5% per transaction | +1.5% on recurring | 10% reserve | Varies |
| PREMIUM | No annual fee | Variable: ~14% down to 13% (volume-dependent) | +1.5% on recurring | 10% reserve | Varies |
Your consumer rights in New Zealand
Consumer Guarantees Act (CGA)
The CGA gives remedies when services are not delivered with reasonable care and skill or are unfit for purpose.
If Verotel or a merchant fails to provide the promised service, NZ consumers may be able to challenge a "no refund" stance under the CGA.
Cooling-off and distance contracts
New Zealand law provides a 14‑day cooling-off period for certain remote or distance contracts which may override a no-refund policy depending on how the contract was formed.
Contact the Commerce Commission or Citizens Advice Bureau to confirm whether the cooling-off rules apply to your purchase.
Customer experiences
Positive feedback
Some merchants report long-term, functional relationships with Verotel and successful payment processing and settlements.
Examples include merchants noting reliable payouts and support during setup.
Negative feedback
Public reviews include complaints about unresponsiveness, refusal to refund, and poor customer service.
Aggregated review scores on platforms cited in public sources are low and frequently mention communication and refund disputes.
See examples: Trustpilot and PaymentPop.
Documentation checklist
What to collect before you contact Verotel
- Order confirmation, invoice or subscription ID.
- Card statement showing the charge (date, amount, last 4 digits).
- Any emails or messages with the merchant or Verotel about the subscription.
- Screenshots of account pages showing subscription status or billing.
What to keep after cancellation
- Written confirmation of cancellation from the merchant or Verotel.
- Reference numbers, support ticket IDs and names of agents you spoke with.
- All follow-up correspondence and bank statements for at least one billing cycle.
Common mistakes
Assuming app-store flows apply
Many users assume subscription cancellation must happen via the App Store or Google Play.
Verotel direct-billing does not use those app-store flows, so cancelling in an app store may not stop Verotel charges.
Not contacting the merchant first
Some consumers contact the payment processor before asking the merchant to cancel; this can delay resolution.
Always attempt cancellation through the merchant first, then escalate to Verotel with documentation if needed.
Comparative recap
Quick comparison
| Feature | Verotel (what is published) | Typical NZ consumer expectation |
|---|---|---|
| Cancellation methods | Cancel any time via electronic or conventional mail, telephone or fax. | Expect clear online account cancellation and immediate stop to future charges. |
| Refund policy | No refunds on cancellations stated; refunds only at company discretion and to original payment method. | Expect statutory rights (e.g., CGA, possible 14‑day cooling-off) may allow refunds in some cases. |
| Pricing transparency | Published in EUR; detailed fees for BASIC and PREMIUM available but NZD conversion not provided. | Consumers expect local-currency pricing and clear per-transaction fees shown at checkout. |
| Customer support | Mixed merchant reports; public reviews indicate both helpful service and complaints about responsiveness. | Expect timely, documented responses and accessible dispute resolution. |
After cancelling
Monitoring and follow-up
Watch your card or bank statements for at least one billing cycle to ensure no further charges appear.
If charges continue, re-open the complaint with Verotel, the merchant and your bank/card issuer.
Helpful links and escalation
- Verotel Terms & Conditions
- Commerce Commission (New Zealand)
- Citizens Advice Bureau (New Zealand)
- If you need to dispute a card charge, contact your card issuer or bank promptly and provide the documentation checklist items above.
Address
Verotel corporate address
Verotel Merchant Services B.V.
Danzigerkade 23D, 1013 AP Amsterdam, Netherlands
Notes
This guide summarises publicly available information and New Zealand consumer considerations as of the latest published sources.
For case-specific advice about legal rights or disputes, contact New Zealand consumer authorities or seek legal advice.
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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.