Cancellation Matterport: Easy Method

What is Matterport

Matterport as a 3D tour subscription platform

Matterport is a software subscription service for creating 3D virtual tours and digital twins of homes, offices, retail spaces, and construction sites. The company is based in Sunnyvale, California, and the cancellation and contact trail in its public terms points users to Matterport, LLC and its support channels on the official site "Terms of Use" (matterport.com).

If you are in the Philippines, the service usually works like a SaaS account rather than a one-time purchase. You pay for hosting, active spaces, user seats, publishing tools, and extra outputs such as floor plans and MatterPak files, with current plan references shown on Matterport's plans pages "Plans" (matterport.com) and "Buy Plans" (buy.matterport.com).

What users usually pay for

The paid value is not just scanning. You are paying for hosted active spaces, multiple users, sharing and embedding, publishing to Google Street View, and in higher tiers, integrations and faster processing options. In practice, many Philippine real estate and architecture users stay subscribed because their tours remain tied to hosted active spaces.

The truth is, Matterport can become expensive once your portfolio grows. The entry level price is around ₱550.00 monthly for Starter, then around ₱2,750.00 monthly for Professional, then around ₱13,500.00 monthly for Business, based on current exchange-rate approximations from the official plan data (matterport.com).

How the service behaves in the Philippines

For Philippine users, local peso billing is usually easiest to understand when comparing value, but Matterport publishes plan information globally and pricing can still be tied to foreign currency on checkout pages. There is no verified evidence here of local Philippine support hours, no live chat, and no verified GCash or Maya direct billing option in the official data.

Matterport also offers a free plan with limited features and no credit card required, which is useful if you want to stop paying but still test whether a lighter setup works for you "free plan with limited features" (matterport.com). The terms do not state a minimum commitment duration, which matters because many users assume there is a lock-in when the published terms do not clearly say so.

How to cancel Matterport

Before you cancel, do these checks

Many users get frustrated when cancellation feels unclear, then a new charge appears because the billing date passed before the final click. Before you cancel, open your account and note your next billing date, your current plan name, and how many active spaces you still need to export or transfer.

Take three screenshots before touching anything: your current plan page, your billing page, and the list of active spaces or models you still need. If your business relies on hosted tours embedded on client websites, save a full inventory because one negative reviewer reported losing access to a large portfolio after account issues and then facing a much higher reactivation cost (TrustPilot).

Cancel through the web account

The official self-service route is through your Matterport account. Log in, go to Account Settings, choose the subscription area, then select Cancel Subscription and follow the on-screen prompts "navigate to the 'Account Settings' section, and select the 'Cancel Subscription' option" (matterport.com).

If the button is hard to find, open Matterport support at Matterport Help Center and submit a case. After you finish the cancellation flow, save the confirmation page and wait for the confirmation email. Do not assume the process is complete until you have proof with a timestamp.

Cancel if you subscribed through App Store or Google Play

If you started the subscription on iPhone or iPad, you must cancel inside the App Store billing system. On iOS, open the App Store, tap your profile icon, open Subscriptions, find Matterport, then tap Cancel Subscription and confirm "Open the App Store... select 'Subscriptions'... tap 'Cancel Subscription'" (matterport.com).

If you subscribed through Android, open Google Play, tap the menu or profile area, open Subscriptions, choose Matterport, then tap Cancel Subscription and confirm "Open the Google Play Store... select 'Subscriptions'... tap 'Cancel Subscription'" (matterport.com). A common mistake is trying to cancel on the website when Apple or Google is the actual billing merchant.

Email, phone, and registered mail options

If the self-service route fails, contact support by email at [email protected] or call +1(888) 993-8990. Support hours are not specified in the verified data, and there is no live chat, so response speed can be inconsistent. In the Philippines, this matters because time zone gaps can push your request past the next billing date.

For a formal trail, you can also send a signed cancellation notice by registered mail to the company address in Sunnyvale. Some users now use certified digital letter services such as Postclic for timestamped proof of sending and receipt instead of traditional registered mail, but a physical registered letter still works if you keep the tracking receipt.

A practical cancellation script you can copy

Use a short message that includes your account email, plan name, and a direct request. A clean example is: “Please cancel my Matterport subscription before the next billing date and confirm the effective cancellation date in writing.” This reduces back and forth and creates a clear record if a billing dispute happens later.

Heads up: the official terms do not clearly spell out auto-renewal, support hours, or post-cancellation data retention. Because those points are not well defined in the public terms, your best protection is documentation: screenshots, email confirmation, and a saved copy of your last invoice.

What changes after you cancel

Access usually continues until the paid period ends

Matterport's published cancellation instructions explain how to cancel, but the verified terms data does not clearly state the exact post-cancellation access timeline. In real use, subscription services like this usually remain active until the end of the current paid billing cycle, but Matterport should confirm the exact date in your cancellation email.

That is why your confirmation message matters. If you cancel on March 12 and your billing renews on March 20, ask support to confirm whether your paid access ends on March 20. Without that written date, you may not know when hosted tours, edits, or exports stop being available.

If you do not cancel, billing may continue

The official terms do not explicitly state an auto-renewal clause in the verified data. Even so, subscriptions billed monthly are generally treated as continuing until cancelled, so the safe assumption is that charges can continue if you leave the plan active and do not complete the cancellation flow "The Terms of Service do not explicitly state an auto-renewal clause" (matterport.com).

This is exactly where users get caught. Some complaints mention charges or billing control issues after plan changes or failed cancellation expectations, including one reviewer who said it was impossible to remove a payment card and that plan changes were not clearly disclosed (TrustPilot).

Your hosted models and data

The public terms do not clearly explain what data retention applies after cancellation. They also do not specify how long tours, spaces, or files remain recoverable once a paid account ends "The Terms of Service do not specify data retention policies after cancellation" (matterport.com).

So before cancelling, export anything important and list every client-facing URL that depends on your Matterport hosting. If your tours are embedded on agency websites or project pages, test each one after cancellation. A user review described active spaces disappearing after account cancellation, which can create a real business problem if your clients expect 24/7 access (TrustPilot).

Matterport refund policy and billing disputes

What the public terms say about refunds

Many Philippine users get upset not because cancellation is impossible, but because refund rules are vague. Matterport's public terms do not set out a general refund policy in the verified data, and they also do not mention refunds for unused subscription periods "do not specify a general refund policy" (matterport.com).

That means you should not expect an automatic pro-rated refund for the unused days after cancellation. If you cancel halfway through a month, the safer expectation is access until the end of the paid cycle, not money back for the remaining days, unless support agrees to an exception in writing.

Your rights in the Philippines on withdrawal and unfair charges

In the Philippines, there is no universal cooling-off rule for every online subscription. Under the Consumer Act of the Philippines, Republic Act No. 7394, deceptive sales acts are prohibited, and DTI handles consumer complaints involving online subscriptions and unfair practices.

For door-to-door or direct sales, a 7 working day cooling-off period may apply, but Matterport subscriptions are usually online SaaS purchases, so that specific rule will not always fit your case. Here is the practical part: if the charge was unauthorized, continued after confirmed cancellation, or clearly billed in error, gather your proof and escalate fast.

How to ask Matterport for a refund

Send one email to [email protected] with a clear subject line such as “Refund request for billing error on Matterport subscription.” Include your account email, invoice number, amount charged, date charged, payment method, and the screenshot that shows your cancellation confirmation or failed billing page.

If the issue is a billing error, the verified guidance is to contact Matterport support directly "In the event of a billing error, contact Matterport Support" (matterport.com). Give them a deadline in your message, such as 5 business days, and ask for either a refund or a written explanation of the charge.

Chargeback through bank, card, GCash, or Maya

If support does not resolve an unauthorized or continued charge, you can dispute it with your bank, credit card issuer, or e-wallet provider. In the Philippines, BSP rules typically give cardholders up to 60 days from the statement date to dispute a transaction, so do not wait too long.

If you paid through a card linked to GCash or Maya, contact the wallet provider and your issuing bank if needed. If the issue is broader consumer unfairness, DTI can receive complaints under RA 7394. Your best evidence is simple: cancellation screenshot, confirmation email, invoice, and statement line showing the charge.

Terms and subscription conditions that affect your Matterport account

Commitment, free plan, and unclear auto-renew wording

The verified terms data does not show a minimum commitment duration for Matterport subscriptions. That is good news if you want flexibility, but the public terms also do not clearly spell out auto-renewal in the dataset, which leaves users relying on the billing interface and support confirmations rather than a very explicit clause (matterport.com).

Matterport does offer a free plan with limited features and no credit card requirement, which can be useful if you want to stop paid billing while staying in the ecosystem "Matterport offers a free plan with limited features" (matterport.com). For a business account with multiple active spaces, though, downgrading may not preserve all the capacity you currently use.

Data retention, law, and dispute process are not clearly detailed

The verified terms data says Matterport does not specify data retention after cancellation, does not specify the governing law in the shared dataset, and does not detail dispute resolution procedures (matterport.com). For users, that means the support email becomes the practical place to ask direct questions before you click cancel.

Take note: if your tours support live property listings, project handovers, or client deliverables, ask support in writing what happens to hosted content after your billing end date. This is not a minor detail. One lost hosted tour can mean broken property pages, upset clients, and extra reactivation costs later.

Matterport plans and pricing in the Philippines

Current subscription plans

The price gap is steep. Starter is the cheapest option at about ₱550.00 per month, while Business reaches about ₱13,500.00 monthly based on current exchange-rate approximations from the verified pricing data (matterport.com).

Which plan tends to feel expensive fastest

If you only host a few active spaces, Starter can still make sense. The pressure starts when archived and active space limits affect client work, team access, or turnaround expectations. Professional is the middle ground for agencies and small production teams because it expands both active spaces and user seats.

Business is a serious jump in monthly cost, and you should only keep it if you truly need high active space counts, 50 users, and integration-heavy workflows. Extra charges may still apply for add-ons like schematic floor plans and MatterPak files, so your real monthly cost can exceed the headline plan price.

Billing notes that matter before you cancel

The verified dataset does not provide a confirmed annual savings figure, so there is no solid basis here to calculate a monthly versus annual discount. What is clear is that several user complaints focus on plan complexity, pricing changes, and extra charges tied to reactivation or higher capacity needs (TrustPilot).

If your current usage has fallen, you may be overpaying by staying on a plan built for a larger portfolio. Before cancelling fully, compare your live projects against your active space count. Sometimes a downgrade saves more than a full exit, but only if your client-facing tours can stay online within the lower limits.

Your rights in the Philippines when a subscription goes wrong

The laws and agencies that matter here

For Philippine users, the main law is the Consumer Act of the Philippines, Republic Act No. 7394. It is the law you look to when a company uses deceptive sales practices, unclear billing, or refuses to address a legitimate consumer complaint in a fair way.

For payment disputes, BSP is relevant because banks, card issuers, and e-wallet channels operate under its rules. In a Matterport case, DTI is the practical authority for the consumer complaint itself, while BSP matters when you need to dispute an unauthorized or continued card charge through your financial provider.

How these rights apply to Matterport specifically

Matterport's public terms do not clearly provide a cooling-off period or a withdrawal right in the verified data. That does not remove your consumer protections if billing was misleading or the charge continued after you properly cancelled. It simply means the contract text gives you less direct clarity than many users would want.

If your issue is not regret but a billing problem, frame it clearly. Say whether the charge was unauthorized, duplicated, made after cancellation, or processed with inaccurate plan information. Under RA 7394, the key issue is whether the business practice was fair and properly disclosed.

How to file a complaint

Start with Matterport support and give them a written chance to fix the problem. Send your timeline, account email, screenshots, invoice, and requested resolution. If there is no satisfactory answer, you can bring the complaint to DTI and attach the same evidence set.

For the payment side, request a chargeback from your bank, card issuer, GCash, or Maya within 60 days from the statement date where possible under BSP practice. If the merchant says you cancelled too late, your screenshots and timestamps become the deciding evidence in many cases.

Useful Philippine contacts

DTI is the main consumer authority to approach for online subscription disputes under RA 7394. BSP becomes relevant for card and e-wallet transaction disputes, especially where you are contesting a continued recurring charge.

• Department of Trade and Industry
• Bangko Sentral ng Pilipinas

What customers say about cancellation and support

Overall verdict from available reviews

Overall rating in the review sample: 0 positive and 5 negative out of 5 unique reviews. Based on the available sample, cancellation and account support look difficult rather than smooth. The recurring pattern is not one single bug but a mix of weak communication, surprise costs, slow support, and account control frustrations.

For Philippine users, that lines up with the local issues already identified in the research: limited live support, no specified support hours, unclear cancellation handling, and complaints about charges after cancellation. To stay fair, Matterport is still a widely used 3D tour platform with strong output quality and broad camera compatibility, which is why many professionals keep using it despite support complaints.

Recurring themes

Sources summary

Individual user comments

• "Worst company ever. I had an appointment with capture services and called the previous day to postpone... After 5 days, Capture services team went ahead and cancelled my order, forfeited my money..." (TrustPilot)
• "My account was cancelled with all the 100 active spaces i had... if i want to recover all those spaces i have to select a plan that would run me $296 a month [approx. ₱16,500]." (TrustPilot)
• "This company changes pricing and plans without any confirmation or clear notice. Even worse, it’s impossible to remove your payment card from their interface..." (TrustPilot)
• "We upgraded to the 10-tour plan... we discovered we could only activate 2 that month without an extra $9.99 fee [approx. ₱560] for the third." (TrustPilot)
• "Each new upload requires me to contact support again and wait another 24-48 hours... Apologies without resolution are meaningless." (TrustPilot)

Documents to prepare before and after cancelling

Before you send the cancellation

Prepare a simple evidence folder. Save a screenshot of your plan page, the billing page showing the renewal date, and your current active spaces or hosted models. If clients depend on those tours, export what you can and list every URL where Matterport content is embedded.

Also save the last two invoices and the payment method details used for billing. If the service was bought through App Store or Google Play, capture the subscription screen there too because that screen proves which merchant controls the recurring payment.

If you need a refund or dispute

For a refund request, include the transaction ID, invoice number, amount charged, date, and a screenshot of the cancellation confirmation. If there was a billing error, show the mismatch clearly, such as a charge after your cancellation timestamp or a charge for the wrong tier.

After cancellation, keep the confirmation email, the cancellation page screenshot, and the next one or two bank or card statements. Those documents are usually enough for DTI complaints and for bank chargeback requests within the 60 day dispute window.

Common mistakes that cause extra charges

Cancelling in the wrong place

A very common mistake is cancelling on the Matterport website when the subscription was actually purchased through App Store or Google Play. In that setup, Apple or Google is the billing merchant, so the website cancellation may not stop the store renewal.

Solution: match the cancellation route to the original purchase route. Website subscription means account settings on Matterport. iPhone subscription means App Store. Android subscription means Google Play.

Forgetting to save proof

Some users only click through the flow and close the page, then later have no confirmation if a charge appears. That becomes a problem if support replies slowly or if your bank asks for evidence of the cancellation date.

Solution: save the final confirmation screen, email, and timestamp on the same day. Also set a calendar reminder for one day before the next billing date and again on the date your card statement posts.

Assuming a refund is automatic

Matterport's public terms do not provide a clear general refund policy or unused-period refund rule in the verified data. If you cancel mid-cycle and expect money back automatically, you may be disappointed.

Solution: treat cancellation and refund as two separate actions. Cancel first. Then send a separate refund request only if there was a billing error, duplicate charge, or another concrete issue you can document.

Not exporting client-critical content

One of the harshest review patterns is not about the click path itself but about the consequences after account trouble. If your tours are tied to listings, project sites, or client websites, losing hosted access can damage your own reputation, not just your Matterport account.

Solution: export important assets before cancellation and test every embedded link after your final billing date. If you plan to move to another platform, schedule that migration before your paid access ends.

Cancellation methods at a glance

Comparison table

Key takeaway

The web account route is the most direct when Matterport bills you itself. App Store and Google Play are valid only when those stores handle the recurring payment. Registered mail is slower, but it gives strong proof if you expect a dispute about timing or notice.

No cancellation fee and no early termination fee were found in the verified terms data. That is good, but it does not remove the need to cancel before the next billing date and save confirmation evidence.

What to do right after cancelling

Immediate checks and payment monitoring

Once you cancel, confirm three things on the same day: you saw the final confirmation screen, you received an email, and your next billing date is no longer shown as active in the subscription area. If one of those is missing, contact support immediately at [email protected].

Then watch your bank, credit card, GCash, or Maya statement for at least one full billing cycle. If a continued charge appears after confirmed cancellation, ask the merchant for reversal and, if needed, start a chargeback with your provider within 60 days from the statement date under typical BSP dispute practice.

Alternatives if you are leaving Matterport

If your main goal is lower cost or easier white labeling, CloudPano costs about $45-$69 per month (approx. ₱2,500-₱3,850) and focuses on flexible 360 tour creation. EyeSpy360 costs about $350-$600 per year (approx. ₱19,500-₱33,500) and supports guided tours and dollhouse views.

If you need a free option for simple real estate work, Zillow 3D Home Tour is listed as free. If you still want to extend existing Matterport tours rather than fully leave, MPEmbed adds features on top of Matterport workflows instead of replacing them outright.

Useful links

• Matterport plans
• Matterport terms of use
• Matterport buy plans
• Matterport help center
• DTI Philippines
• BSP Philippines

Where to send a formal cancellation notice

Physical mailing address

If you want a formal paper trail in addition to the online account cancellation, send your signed notice here:

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

Use registered mail and keep the receipt and tracking details. In a dispute, that mailing proof can support your screenshots and emails by showing the exact date your notice was sent.

When a postal notice makes sense

A postal notice is useful if your account is inaccessible, support has not replied, or you are preparing a stronger evidence package for your bank or DTI complaint. It should not replace the standard account cancellation flow when that flow is available, but it can strengthen your records.

If you send both email and mail, use the same wording and date in both messages. That makes your timeline cleaner and easier to prove if a charge appears after your notice period.