Refund Denied Without Explanation - Need Assistance from Apple Senior Support

Question

Level 1

4 points

Refund Denied Without Explanation - Need Assistance from Apple Senior Support

Hello,

I recently requested a refund for an app (superduo lingo) that I am not planning to use. We explored the free trial and decided we are going to stick to the basic version. The system failed to send a reminder before the renewal. After the whole day of exchange via chat and phone calls (the case was handled very unprofessionally), an Apple consultant reached out to say that our request was denied and thus is their given decision. We requested a written response outlining detailed reasons which was promised to be sent immediately- so far we haven’t received anything.

I am now seeking escalation to Senior Apple Support or Executive Relations for a fair review of my case. A proper refund policy should include transparency, and customers deserve to know why a refund is denied, especially when the request is justified.

Apple, could you please clarify:

1. How can I receive a detailed, written explanation why my refund was denied?

2.How can I receive my refund for the service that I am not using nor planning to use?

If anyone has successfully escalated a similar issue, appreciate your advice. I hope Apple will respond with a clear resolution instead of generic replies.

Thank you.

#AppleRefund #CustomerSupport #Escalation

iPhone 14 Plus, iOS 18

Posted on Feb 24, 2025 9:55 AM

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Answer 1

muguy

Level 10

85,603 points

Feb 24, 2025 9:59 AM in response to Defrancisco4

You already have your decision and it's unlikely to be overturned. You subscribed. You did not cancel. You will be charged. I've not seen any successful refunds of subscriptions as subscriptions are essentially "consumed" for the subscription period. Be sure too cancel to avoid future billing, If you want to cancel a subscription from Apple - Apple Support

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Answer 2

Mac Jim ID

Level 8

36,197 points

Feb 24, 2025 10:09 AM in response to Defrancisco4

All transactions are final as noted in the Terms of Service. At times Apple may offer a compassionate refund, but there is no obligation to provide a reason for denial, as they should never be expected in the first place.

As noted when you signed up for the free trial, it shows the expiration date of the trial and also tells you that the trial must be cancelled at least 24 hours before the trial period ends to avoid charges. There is no requirement for Apple to further check with you as you have already agreed to those terms by double clicking the side button, followed by authorization with FaceID/Passcode.

As with any other subscription, it makes no difference if you use it or not after signing up. Take Netflix for example, you will be charged monthly whether you watch any of the shows or not. You will not get a refund because you did not watch anything, but you can cancel the subscription at any time.

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Answer 3

Defrancisco4 Author

Level 1

4 points

Feb 24, 2025 10:14 AM in response to muguy

Thank you. I find it extremely unfair. The reminder has not been sent as it was clearly stated in the free trial offer - this was the case with other subscriptions. I requested refund right after I received a billing notification not after a week or a month. I am imposed a service/product that I don’t need. How come other subscriptions were refunded in the past years? We will have to dispute it through other channels then.

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Answer 4

Defrancisco4 Author

Level 1

4 points

Feb 24, 2025 10:18 AM in response to Mac Jim ID

Thank you. We had a few episodes of cancellation on the day of charge and everything was ok. I find it right to cancel and ask for the refund especially if this request is made on the first day of the period for which we are charged. Apparently, we’ll have to deal with this through other channels. And be cautious from now on with Apple customers service.

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Answer 5

Mac Jim ID

Level 8

36,197 points

Feb 24, 2025 10:42 AM in response to Defrancisco4

Just cancel all free trials at least 24 hours before the trial period ends and you won't have any problem. Some users set a Reminder to do that so they don't have to worry about remembering when it needs to be done. After you see the charge, it is too late, but you can cancel the subscription still to avoid any further charges.

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Answer 6

Defrancisco4 Author

Level 1

4 points

Feb 24, 2025 10:55 AM in response to muguy

Thanks. Just for the record: I’ve requested no more than two refunds in the past decade - hardly excessive. Also, if a free trial includes a commitment to send a reminder before billing, that promise should be honored.

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Answer 7

Mac Jim ID

Level 8

36,197 points

Feb 24, 2025 11:38 AM in response to Defrancisco4

I have seen no where that Apple has made a commitment to send a reminder to you before billing. You have already authorized the charge if it has not cancelled before the trial ends. All subscriptions automatically renew without a reminder asking you if you want to continue with the subscription. That is true for all subscription services I have, such as Netflix and HBO/Max.

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Answer 8

Defrancisco4 Author

Level 1

4 points

Feb 24, 2025 12:02 PM in response to Mac Jim ID

Apple may not have a general policy to send reminders, but some apps explicitly state during sign-up that a reminder will be sent before billing. If such a commitment is made, it should be honored. Transparency and user trust are key, especially when dealing with auto-renewals. I don’t use Netflix or HBO - they may operate similarly, but that doesn’t mean all apps follow the same approach or that commitments made by individual developers should be disregarded. Thanks again for sharing your experience.