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

    Hi from me as well, gloriathom997. 

     

    Is it OK with you if we log another ticket instead, and investigate this further?

     

    If you don’t mind, we can message you to the email address that’s linked to your Community profile here.

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

    Hi again, gloriathom997! 

     

    I just logged a ticket for you. Please reply to it, when you get the chance, and we’ll take a look into this.

  • Rozelle Winter's avatar
    Rozelle Winter
    New member | Level 2
    3 years ago
    I signed up for the free trial to look at photos for our volleyball team that was shared by a parent that took them for us.
    I set in my calendar a reminder to cancel a few days before the trial ended.
    It is impossible to figure out how to cancel navigating in my account, so I assumed I didn’t have to use a credit card to set it up to use the free trial. I was given no warning that it was going to charge, nor the option to cancel when I got a message saying the free trial is about to expire.
    I don’t need a drop box account, and I definitely don’t want to pay $155.88 for an account I don’t want/need.
    How can I get a refund for this charge and cancel my account?
  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    3 years ago

    Upgrades are charged however you upgrade, so, my guess if you upgraded via an app store and therefore you agreed via the T&Cs to pay for the upgrade via that system after the trial. 

     

    You need to ask Dropbox (or the app store) about a refund and these are only given where legally required: https://help.dropbox.com/plans/refund

  • Devin Clavijo Hopper's avatar
    Devin Clavijo Hopper
    New member | Level 2
    3 years ago

    Hi so I dont use dropbox anymore and I didnt even know I was on a subscription and got charged $199 and I would like a refund

  • DG59's avatar
    DG59
    New member | Level 2
    3 years ago

    Hi, I forgot I had this dropbox account since I don't use it anymore and the renewal fee of $127.79 just showed up on my credit card statement without any previous notice of renewal.  I just cancelled the account........how can I get a refund for this cancelled account?

     

    Thanks for your help!

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

    Hi, as a college student, I opened a Dropbox Plus account for my coursework.  I graduated last year and no longer use the DROPX PLUS account, and had forgotten about it until I saw the annual renewal charge for $127.80 on my credit card statement this month.  Please advise how to cancel and get a refund.

     

    Thanks!

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