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joyanisa74's avatar
joyanisa74
New member | Level 2
3 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
    2 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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  • erol2022's avatar
    erol2022
    Explorer | Level 3
    3 years ago

    Excuse me? No refunds?

     

    Dropbox gives people 14 days  refund policy if for whatever reason they are not satisfied.

     

    Btw, if you paid through Paypal you will have to either contact them first at paypalie@dropbox.com

     

    And if you are a EU citizen Dropbox is required to refund you within 30 days by EU consumer law.

     

     

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    erol2022 wrote:

    Dropbox gives people 14 days  refund policy if for whatever reason they are not satisfied.

    No, they don't. In most cases, payments for Dropbox subscriptions and team member licenses aren’t refundable.

     

    And if you are a EU citizen Dropbox is required to refund you within 30 days by EU consumer law.

    The currency mentioned here, Baht, is the currency used in Thailand, which would not be covered by the EU consumer law.

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

    Hi aotlove, happy Monday! 

     

    I just sent you an email, in order for us to have a closer look into this. Reply back to me, and we'll take it from there.

     

    Cheers! 

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

    Hi,

     

    I can see there are multiple cases of this on the discussion board already but I am confused as when I try to Submit my ticket of complaint it just gives me an 'error' message.

     

    I too was charged £199 for a full year's subscription even though I cancelled successfully on the 30th day. I didn't receive any prior notice about renewal and had notification for the cancellation myself in my phone so don't agree this should have gone through on my paypal.

     

    A little bit frustrated as I understand the rules but feel I complied.  

     

    Kind regards,

     

    Niall 

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    3 years ago

    You need to log a ticket with support to ask for assistance. As it is an account issue nobody is able to assist on the forums.

     

    www.dropbox.com/support. 

  • niallcjackson's avatar
    niallcjackson
    Explorer | Level 3
    3 years ago
    Thanks Mark

    Am I right in thinking this service only exists Monday to Friday and not today, Sunday?

    Regards,

    Niall
  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    3 years ago

    Support tickets can be logged 247 but replies are Monday to Friday only, yes. 

  • niallcjackson's avatar
    niallcjackson
    Explorer | Level 3
    3 years ago
    Thanks Mark,

    Have logged issue alright.

    Fingers crossed I hear back tomorrow.

    N
  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    niallcjackson wrote:

    I cancelled successfully on the 30th day.

    If you cancelled on the last day, then the transaction was likely already sent for processing. With many subscriptions and trials (not just Dropbox), you typically need to cancel by at least 24 hours prior to the end of the trial or subscription to avoid renewal.

About Plans and Subscriptions

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