Reembolso

[Vini4141]

Olá.

Gostaria de registrar minha insatisfação com a cobrança realizada em 31/12.

A assinatura que originou essa cobrança foi uma promoção iniciada em 07/11, encerrada em 07/12, sem sucesso nas tentativas de pagamento durante esse período. Após o fim da promoção, não havia assinatura Premium ativa e nenhum uso do serviço ocorreu.

A cobrança realizada semanas depois não pode ser considerada continuidade de uma assinatura ativa, pois não houve serviço prestado nem acesso ao Premium nesse intervalo.

Mesmo entendendo a política interna, considero a interpretação aplicada injusta, já que se trata de uma cobrança tardia por um serviço não utilizado.

Solicito, portanto, que o caso seja analisado como exceção ou escalado para uma reavaliação, visando o reembolso do valor cobrado.

Agradeço a atenção.

[OscarDC]

Hey @Vini4141,

Thank you for reaching out to the Community and welcome. Hope you don't mind me replying in English as this is the official language of the forum.

If the charge was made on a different date than usual, it's possible that it could be a delayed payment of your monthly subscription. Bear in mind that if the system could not take the payment on the regular date, it'll try again every 2-3 days until the payment could be completed. So to make sure of this, we'd recommend taking a look at your receipts and comparing them with the payment on your bank statement.

In case it was an additional payment, since we don't have access to users' accounts from the Community, we'd recommend contacting our internal Customer support directly so they can check the account and help you further. We'd also recommend checking the Refund policy to see if you can apply for a refund.

Hope this helps. If anything else comes up, don't hesitate to ask.

[Vini4141]

Thanks for the reply.

I’ve already contacted Customer Support, and they confirmed that the charge is considered a delayed payment from a previous promotion, even though there was no active Premium service or usage after the promotion ended.

My concern is exactly that: the charge was made weeks after the promotion ended, without service being available or used in that period.

I understand the policy, but I wanted to register that the issue was not resolved via Customer Support.

[Maria]

Hey @Vini4141,

Thanks for following up with more info and for sharing your feedback with us! 

We really do appreciate you letting us know your thoughts, as we ensure user opinions influence future decisions about the app and our services.

The Community team would be happy to help you with general subscription info or tech related questions should any appear.
 

Take care!