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I was charged for two in-app purchases but did not receive any of the items. The app crashed during payment (I only clicked once to buy, not twice). But Apple has said this purchase doesn’t meet the conditions for a refund. What are those conditions? Seems like paying for something, but not getting any of it, should meet any reasonable conditions for a refund.
iPhone 12 Pro Max, iOS 14
The people responding on this support forum are users like you and we only know what Apple says in its documentation and what our own and other users' experience tells us. Apple does not have much on its criteria for refusing refunds. Here are two sections from the September, 2020 Apple Media Services Terms and Conditions - https://www.apple.com/legal/internet-services/itunes/us/terms.html
- "All Transactions are final."
I understand this as meaning Apple is starting from a point where any refund is considered an exception. They can simply say no without having to provide a reason. I understand this can be frustrating but you agree to the terms by using the service.
- "From time to time, Apple may refuse a refund request if we find evidence of fraud, refund abuse, or other manipulative behavior that entitles Apple to a corresponding counterclaim."
You can see if the terms are different for where you live by clicking on this link https://www.apple.com/legal/internet-services/itunes/ select your location and then your language.
If you feel you want to discuss a refund request, try to contact a live person using a telephone or chat request.
Click here --> https://support.apple.com/choose-country-region/media-services Select your country, then a product. If you don't see one that handles your issue then keep experimenting with selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.
or:
Contact Apple for support and service --> "See a list of Apple phone numbers around the world." Click here --> https://support.apple.com/HT201232
The people responding on this support forum are users like you and we only know what Apple says in its documentation and what our own and other users' experience tells us. Apple does not have much on its criteria for refusing refunds. Here are two sections from the September, 2020 Apple Media Services Terms and Conditions - https://www.apple.com/legal/internet-services/itunes/us/terms.html
- "All Transactions are final."
I understand this as meaning Apple is starting from a point where any refund is considered an exception. They can simply say no without having to provide a reason. I understand this can be frustrating but you agree to the terms by using the service.
- "From time to time, Apple may refuse a refund request if we find evidence of fraud, refund abuse, or other manipulative behavior that entitles Apple to a corresponding counterclaim."
You can see if the terms are different for where you live by clicking on this link https://www.apple.com/legal/internet-services/itunes/ select your location and then your language.
If you feel you want to discuss a refund request, try to contact a live person using a telephone or chat request.
Click here --> https://support.apple.com/choose-country-region/media-services Select your country, then a product. If you don't see one that handles your issue then keep experimenting with selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.
or:
Contact Apple for support and service --> "See a list of Apple phone numbers around the world." Click here --> https://support.apple.com/HT201232
that is an extremely thorough and helpful response - thanks so much.
You're welcome.
iTunes refund conditions
