How do I request a refund for a subscription? – Help Center

The Brazilian consumer protection code provides for the right to regret the purchase of the goods or services within 7 days. After that, according to our Terms of Use, we do not make any refunds. The exception for refunds are justifiable reasons, such as the application malfunction, for example. Remembering that this type of request is subject to analysis by our team responsible for the financial part.

The process for requesting a refund of amounts paid in subscriptions at Mobills changes according to the platform through which the user got his subscription. Therefore, each platform has its own logistics regarding this situation. Thinking about it, we wrote this article so that you don't get lost in this process and be aware of your situation as a customer. Therefore, you must be aware and keep in mind which platform you used to sign your Plan.

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Show instructions for:

How to request a subscription refund?

Subscriptions made through iTunes (Apple):

As Apple does not allow us, the company, to manage the subscriptions that you have purchased from the AppStore so you must request a refund and cancel your subscription with Apple support.

For more information on refunding services purchased through Apple, take a look at this article made by them clicking here.

Request a subscription refund via an iOS mobile device:

On your device, go to Settings> [your name]> iTunes and App Store;

Touch the Apple ID at the top of the screen, then touch "View Apple ID". You may need to sign in with your Apple ID;

Click on Purchase History;

Choose the subscription you want to request a refund for and click Total Billed. Once this is done, click on the specific item;

Click Report a problem. Report the problem and/or the reason for the refund request. Based on this information, Apple may provide a refund directly, forward you to the developer, request more information, or may deny a refund request based on your eligibility for refunds.

For more information on refund requests, get in contact with the Apple Support

Observation

If you can't find the subscription you want, it means that it was not made by this platform, but by another one. However, if you find the subscription but don't see an option to report a problem, it means that the item is not eligible for a refund request.

Request a refund of the subscription via a PC or Mac:

Access the website reportaproblem.apple.com and enter your Apple ID. A code will be sent to your mobile device for confirmation of access;

When entering your account, select the subscription you want to return and click Report;

Report the problem and/or the reason for the refund request. Based on this information, Apple may provide a refund directly, forward you to the developer, request more information, or may deny a refund request based on your eligibility for refunds.

For more information on refund requests, get in contact with the Apple Support.

Observation

Subscription made by Google Play (Android):

Google may offer refunds for some purchases on Google Play, depending on their refund policy. There are two ways to request a refund for subscriptions made through Google Play.

Request a refund of the subscription via your mobile device:

In a mobile browser like Chrome, go to play.google.com/store/account:

Tap Purchase History;

Swipe the order you want to return to the left and tap More ;

Select Request a refund or Report a problem and choose the option that describes your situation;

Fill out the form and indicate that you want to receive a refund;

A message will appear with the text "Thank you for sending your doubts and questions";

You will then receive an email with the decision regarding the refund. The result is usually sent in 15 minutes, but this can take up to 4 business days.

Observação If you don't see the subscription you want, it means that it was made by another Google account or another platform.

Request a refund of the subscription through a PC:

On your computer or laptop go to play.google.com/store/account:

Click Purchase History, choose order you want to return to the left and tap More ;

Select Request a refund or Report a problem and choose the option that describes your situation;

Fill out the form and indicate that you want to receive a refund;

A message will appear with the text "Thank you for sending your doubts and questions";

You will then receive an email with the decision regarding the refund. The result is usually sent in 15 minutes, but this can take up to 4 business days.

Observação

If you don't see the subscription you want, it means that it was made by another Google account or another platform.

Subscriptions made through PayPal (Web):

To request a refund of the subscription made by PayPal, you must contact our service team by clicking here, sending the information requested below:

For subscriptions made with:

Credit Card

Your PayPal account

Observation
After submitting the information, the request will be forwarded to our finance department and its release will be subject to approval.

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