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Concerns regarding refund conditions

I purchased products from an application. The product I purchased had a problem and the developer of the application did not take any responsibility. So I filed a refund request (many users also had this problem). Then my refund request was rejected both times. However, there were other users who had the same issue and gave the same reason but their refund request was approved. So I contacted Apple by phone and was told that my request was rejected both times and that I could not resubmit the request. Which also told me that Apple could not provide additional reasons because Apple stated that it was the responsibility of another team that had no contact channel for outsiders. So I would like to know if under Apple's terms and conditions, are there any reasons why some requests are accepted and some are rejected in the same case?

Posted on Nov 16, 2024 10:00 AM

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4 replies

Nov 17, 2024 4:38 AM in response to pannawat144

The people responding on this support forum are users like you. We have no special access to Apple information or your accounts, so unfortunately all we can do is guide you to the information Apple does provide. Apple, however, does not have much on its criteria for refusing refunds. Here are two sections from Apple Media Services Terms and Conditions - Legal - Apple Media Services - Apple


- "All Transactions are final."

I understand this as meaning Apple is starting from a point where any refund is considered an exception. Apple may provide a refund but can also simply say no without having to provide a reason. I understand this can be frustrating but by using the service you agree to the terms.


- "From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim." Remember that Apple has no way of removing a purchase from your device. They have to trust you are being honest when asking for a refund. It may be certain refund requests might be considered suspicious.


You can see if the terms are different for where you live by clicking on this link Legal - Apple Media Services - Apple select your location and then your language.


If you feel you want to discuss a refund request, try to contact an Apple representative using a telephone or chat request.


Click here --> Choose your country or region - Official Apple Support 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:


"See a list of Apple phone numbers around the world." Click here --> Contact Apple for support and service - Apple Support


For example, if you have asked for refunds in the past, it could be Apple is seeing your recent ones as "abuse". We have no idea what the actual reason is, and unless you can get Apple to tell you (again, we here are not Apple) then you may have to be content with what you can glean from the terms and conditions.

Nov 17, 2024 5:05 AM in response to pannawat144

You’re welcome. Here are the Terms & Conditions for Thailand, in English and I’m sure they’re available in Thai as well.


ข้อมูลทางกฎหมาย - Apple Media Services - Apple


Section B covers refunds. Here is a quote,


>>All Transactions are final. Content prices may change at any time. If technical problems prevent or unreasonably delay delivery of Content, your exclusive and sole remedy is either replacement of the Content or refund of the price paid, as determined by Apple. From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim. <<


Section I explains subscriptions, which are often related to the refund. Understanding subscriptions is key to understanding refunds for subscriptions.



Concerns regarding refund conditions

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