9 Replies Latest reply on Mar 21, 2018 9:15 AM by Beverley Gray

    When should I get my refund?

    kellyc89968201

      Hello!

      I just cancelled my account and I want to know when should I get my refund?

      This is my Invoice ID:

      [Removed ID by Mod]

       

      Happy if you can help me out.

       

      Thank you!

        • 1. Re: When should I get my refund?
          Beverley Gray Adobe Employee

          Hi Kelly

           

          You signed up for the 40 images/month plan where the first month is free, so there would be no refund.

           

          It appears that you purchased an Extended license for image 193148372 which accounts for the charge of $79.99.

           

          Kind regards

           

          Bev

          2 people found this helpful
          • 2. Re: When should I get my refund?
            kellyc89968201 Level 1

            I saw this on the FAQ section and that is why I decided to cancel;

            For pre-paid annual memberships, if you cancel within the first 30 days, you’ll receive a full refund. If you cancel after the first 30 days, you will get a refund of 50% of the remaining months. You will need to contact Customer Support to cancel.

            For month to month memberships, you can cancel at any time, and your membership will end at the next month's billing cycle.

             

            Okay, so I cancelled and I got charged anyways and I will not get a refund.

            Can I at least have the $79.99 plan back?

            Right now, I only have the free month.

             

            I'm not really happy about this service as It's not really clear about prizing and refunds.

             

            Waiting for your response.

            • 3. Re: When should I get my refund?
              Beverley Gray Adobe Employee

              Hi there

               

              The charge of $79.99 is not for a subscription.  You purchased an Extended license for image 193148372. 

               

              What's an extended license?

               

               

               

              Standard licenses allow you to use the licensed image perpetually, but your print runs can't exceed 500,000 copies and you can't use the image on items that will be resold. (For example, you can't print it on a coffee mug that someone is going to sell). The print run limit doesn't apply when the image is only for display on websites, social media, or mobile applications. If you're going to do a large print run or use the asset in a resale scenario, you'll need to purchase an extended license. Note that extended licenses are not included in Adobe Stock subscription plans.

               

              Did you intend to purchase this?

               

              Also, do you have a link for the FAQ section about memberships that you quoted above?

               

              Thanks

               

              Bev

               

              2 people found this helpful
              • 4. Re: When should I get my refund?
                kellyc89968201 Level 1

                I was trying just to "download" an image and I selected a plan but I thought It was part of the same plan (or yearly plan?), that I was selecting the payment for AFTER this free month ends, not an extended licensed.

                00000398.png

                So I guess that was my fault.

                 

                As for the refund, now I understand that I will not get it but, what did I cancel then? the extended license?

                What I don't understand is that I don't have the thing that I got charged for nor the money.

                What's an extended license?

                 

                Could you please explain to me what should I do to get that extended license back?

                I'm asking for the product or the money, please.

                 

                I have another question, when this free month ends, will I be charged again? I don't see the option to delete my card information from the platform.

                 

                Let me know, please.

                 

                Thank you for your patience and collaboration.

                • 5. Re: When should I get my refund?
                  Beverley Gray Adobe Employee

                  Hi Kelly

                   

                  You cancelled the 40 images/month plan.  There will be no future charges for this subscription.

                   

                  The images that you have downloaded are available in your license history on stock.adobe.com.

                   

                  Explanation of an extended license is included in my earlier reply.  If you did not intend to license this asset with an extended license let me know and I'll see what we can do.

                   

                  Kind regards

                   

                  Bev

                  1 person found this helpful
                  • 6. Re: When should I get my refund?
                    kellyc89968201 Level 1

                    I didn't want to purchase that license, as I said before, I thought I was selecting my future plan.

                    Could you please help me with that?

                     

                    Thank you so much! 

                    • 7. Re: When should I get my refund?
                      Beverley Gray Adobe Employee

                      Hi Kelly

                       

                      I'll ask the support team to refund the purchase made in error.

                       

                      Kind regards

                       

                      Bev

                      2 people found this helpful
                      • 8. Re: When should I get my refund?
                        kellyc89968201 Level 1

                        Hi Beverley.

                        Could you update me on this, please?

                        Thank you.

                        • 9. Re: When should I get my refund?
                          Beverley Gray Adobe Employee

                          Hi Kelly

                           

                          I will ask the support team to follow up with you.  Did you receive the email they sent asking for additional information to process the refund?

                           

                          Kind regards

                           

                          Bev