Subscription Refund

[MH_CMJ]

Good morning.

Are we able to get a refund on our latest renewal please.

We haven't used the Work Place Pro Annual Plan (x1) for a while, we meant to cancel but couldn't see how to and it has now auto renewed yesterday.

I appreciate you have terms but we can't really afford to pay for something we no longer use. The product is great but our business has changed.

I can obviously provide a/c details.

Regards

M

[S_K]

Hi @MH_CMJ, 

Welcome to Zoom Community!

It is best if you submit a request to our Zoom Billing team for assistance. I've provided a contact link below. You can also reach out to Billing by chat.

The Zoom Billing Support team is dedicated to ensuring a seamless experience for all users, and they will be happy to guide you through any billing-related matters or account-specific queries you may have.

• Contact Billing

• Billing and Payments Support Hub

[Small_Business]

The same thing happened to me and they said i cannot cancel the subscription, i am only 3 days over the auto renew date! They wont cancel the invoice. They are sayings its non refundable and non cancellable

[S_K · Accepted solution]

I understand the confusion. Zoom’s Terms of Service explains that subscription charges are non-refundable once processed. Before purchasing, the following information is displayed in the online cart:

Recurring plans will auto-renew using the payment method on file that you use today and can access and update from zoom.us/billing. You will be charged each period of renewal until you cancel. You can cancel by navigating to zoom.us/billing and clicking 'Cancel Subscription'. you may request cancellation up until the day before auto-renewal for it to go into effect.

Zoom Support article, Canceling your subscription, provides cancellation instructions. Your account will remain active until the end of the current billing cycle.

If you need further assistance, please reach out to Billing by chat or ticket.

[Small_Business]

The terms of service also say

12.9 Withdrawal; Cooling-Off Period. If under applicable Law you have a time period to terminate your Services based on a right of withdrawal, or a cooling-off period, you may request to terminate the affected Services in accordance with applicable Law and, if applicable, receive a pro rata refund of any prepaid and unused Charges.

In the UK consumers have a legal right to a 14 day cooling off period regardless of the companies policy so Zoom is in violation of UK law and taking advantage of poor customers who are not aware of this