Sorry to hear things didn't work out for you!
Log into your Family Zone account and in the top right hand corner there is 'subscriptions'. Under this page you will find 'Cancel my subscription'.
If you'd like to offer your feedback, we'd love to hear from you on firstname.lastname@example.org.
This is an unusual issue that we haven't come across before. Are you please able to give us a call on 1300 398 326? Otherwise, you can schedule a callback through our Contact Us.
If the mobile zone application is removed from their phone, you can do the following -
For iOS devices
It could be a case that there is another different VPN application installed on the phone