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joyanisa74's avatar
joyanisa74
New member | Level 2
4 years ago
Solved

How can I cancel and get a refund?

Please help!  I was charged just shy of $200 on a DropBox acct that I did not know was there.  Please help me cancel and get the refund

cancellations
Payments
Plans
Refunds
  • Sam DBX's avatar
    Sam DBX
    3 years ago
    Hi everyone,
     
    Here is some key info on cancelling accounts and refunds: 
     
    If you want to claim a valid refund, you need to contact support for assistance. This is the safest way to process your personal info (i.e. bank account details, invoices etc) instead on our public forum. 
     

     

    :dart: Tip: Visit the support page while you're NOT signed in to a Dropbox account and the Community Forum, and you'll see an option for Billing issues. 
     

     

     

     

     

     
    To cancel a paid Dropbox plan, you can follow these instructions. When cancelling, your account will change to Dropbox Basic at the end of your current billing cycle (monthly or yearly) and you should not be charged again. 
     
    Apple/Direct Debit 
    If you purchased your Dropbox subscription via the Apple App Store, you need to reach out to Apple directly to request a refund. Apple's refund policy covers purchases made in the last 90 days only. More info here. 
     
    If you paid for your Dropbox subscription by direct debit, you are able to request a chargeback through your bank, you can contact them to request a refund.
     
    If you did not create a Dropbox subscription and/or do not recognize the charge:
     
    • Check your billing information (if you have an account). Log in to dropbox.com > Click your avatar (profile picture or initials) in the top-right corner > Click Settings > Click Billing.

     

    • You can also use our Look up tool to check a credit or debit card purchase

     

    • Contact support if you don’t have an account and/or would like to report an unauthorised transaction. 
    Notes on refunds:
    • If you live in the EU, UK, or Turkey, you qualify for a refund should you cancel your Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of the initial purchase. You can contact support to request it.
    • Refunds are often not offered for Dropbox subscriptions and team member licences.
    • You're able to cancel your Paid Account at any time. Refunds are only issued if required by law, so make sure to cancel before your current billing cycle ends if you wish. 
     
    Hope this helps!
    Sam 

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  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Thanks for that Paraplanner22 

     

    I was able to locate your ticket in our system and passed your comments on to the expert who's handling your case.

     

    They should be getting back to you soon, but please let me know if you have anything else to add or ask about in the meantime. 

  • Maireebenson's avatar
    Maireebenson
    New member | Level 2
    3 years ago

    How do I cancel a subscription and get a refund? I subscribed for the free trial on 12/02/2022 and was going to cancel it before 01/02/2023, but I was charged for it today. I am trying to reach customer care, but they only work Monday to Friday. Plus, my bank says it is up to the merchant to cancel the transaction.

  • MM46's avatar
    MM46
    Explorer | Level 3
    3 years ago

    Somehow my trial has continued to a business plan and now i am being billed monthly for a year, i understand i didn't cancel the trial, how can i stop continued billing for the whole year? I cancelled my subscription but i assume it will continue to bill me monthly? I only started the free trial November and had my first charge in December 2022 that when i realized what was going on.

    Thank you

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey MM46, sorry to hear you're having issues with this.

     

    Can you please clarify if you had initiated the trial for your subscription through our website or if it was through the app store on a mobile device?

     

    Also, when you say a business plan, can you let us know which one exactly or clarify what's shown in your plan tab?

     

    Let us know and we'll take it from there.

  • MM46's avatar
    MM46
    Explorer | Level 3
    3 years ago
    Thanks for getting back to me so soon, I’m not 100% sure if I initiated the plan on my mobile but suspect it was on my pc. The plan I was trialling was the Professional plan. I cancelled it when I realised but it seems I will be charged for the year anyway.
    Thanks again
  • MM46's avatar
    MM46
    Explorer | Level 3
    3 years ago
    I accidentally hit a button that said I accepted the answer but please don’t close my query. Thanks
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    I see, thanks for clarifying that for me MM46

     

    Would it be OK if I reached out via email to have a further look internally?

     

    Let me know and I'll use the email address that's associated with your profile here, on our Community. 

     

    PS: I've un-accepted the solution for you, no worries. 

  • MM46's avatar
    MM46
    Explorer | Level 3
    3 years ago
    Yes email ok for contact
  • J Moynahan's avatar
    J Moynahan
    New member | Level 2
    3 years ago
    I cancelled my free trial on Nov 1…… have emails confirming! I was just charged AGAIN!!! I need a phone number to talk to someone at Dropbox!! I need refunds!!! And to remove me!!!!

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