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

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
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  • 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 
Scotto212121's avatar
Scotto212121
New member | Level 2
2 years ago

Just a few hours ago, I thought I was trying the 30 day free trial.  I just got an email saying that I was charged $101.90 for a year.  I only gave my CC information, because I thought they needed it for the free 30 day trial.  I would super appreciate getting that $101.90 refunded if possible, or finding out how to do so without filing a complaint with my credit card company (Bank of America).  Thanks in advance,  Scott

 

Receipt ID: XXXXXXXXXXX

Invoice ID: YYYYYYYYYY

 

(Edited by moderator to remove personally identifiable information per Dropbox Community Guidelines)

  • Calvin2DBX's avatar
    Calvin2DBX
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hi Scotto212121,

     

    Thanks for reaching out on the Community!

     

    It sounds like you miss-clicked when trying to opt between a trial and paying now.
     

    We can get to the charge details if you reach out via the support channels here:  https://www.dropbox.com/support — one of our support team agents can then look into it, just in case there's anything they can do.

     

    If you have any trouble opening a support ticket from there, let me know!

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