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Forum Discussion

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 and refunds
Cancelling
Payments and billing
Plans and upgrades
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 
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff

Hi sgvenega, thanks for bringing this to our attention.

 

Just for clarification, is this payment on your current account?

 

Are you able to see any transactions on this page? According to your bank statement, were you charged by Dropbox, iTunes or Google Play?

 

This will help me to assist further!

cher0228's avatar
cher0228
New member | Level 2
2 years ago
My bank account shows that the charge for Dropbox was charged by Dropbox. It is more than I expected and want to cancel and receive a refund.
  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey cher0228, thanks for posting here today! 

     

    Have you by any chance tried to contact our Support team about this? If so, feel free to share your ticket number reference with me, in order to locate it on our system. 

     

    Thanks a bunch!

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    2 years ago
    cher0228 wrote:
    My bank account shows that the charge for Dropbox was charged by Dropbox. It is more than I expected and want to cancel and receive a refund.

    Dropbox shows all prices when upgrading so you know what to expect. 

     

    However, as this is an account issue you need to contact support for help. Note that refunds are only given when legally required to do so: https://help.dropbox.com/plans/refund

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