Refund Request for Unintended Subscription Charge

Hi,

It is unfortunate that you have an unexpected charge, especially when you believed you were using a free trial for your sister's birthday video. Let us figure out how to address this refund request.

It appears there might be some confusion about how CapCut's free trial and template usage work. Here is a breakdown of what might have happened and the steps you can take to request a refund:

Understanding CapCut's free trial and template access

Based on subscription model of CapCut, here are the likely scenarios:

• Free trial sign-up: You likely did sign up for a trial period, which gives you access to premium features for a limited time of 7 days.
• Template usage and premium features: It is common for some templates or advanced features within CapCut to be considered "premium" and only fully accessible with a paid subscription, even during a free trial. The wording when selecting the template might not have been perfectly clear about this.
• Charge upon "Using" premium content: The charge of £11.99 likely occurred when you attempted to use the specific template you chose, as that action might have triggered the conversion from the free trial to a paid subscription, or unlocked the premium template which required immediate payment.
• Automatic conversion to paid subscription: CapCut free trials automatically convert to a paid subscription once the trial period ends or when you access certain premium features during the trial, unless you explicitly cancel beforehand. It is possible using the template was considered an action indicating you wanted to continue with a paid subscription.

It is important to note: CapCut's free trial terms and conditions would be detailed in the terms you agreed to when signing up. These terms can vary, so it's always best to review them carefully.

Steps to Request a Full Refund:

Given that you signed up under the impression of a free trial and were unexpectedly charged when using a template, you have a strong case for requesting a refund. Here is what you should do:

1. Locate Your CapCut subscription purchase information:

   • Check your email: Search your email inbox (and spam/junk folders) for any emails from "CapCut," "Google Play Store," or "Apple App Store" related to your subscription or purchase. This will help you identify where you made the purchase (CapCut directly, App Store, or Google Play).
   • Check your App Store/Google Play Account: If you think you subscribed through your phone or tablet app store, check your purchase history in your Apple App Store or Google Play Store account settings.

2. Contact CapCut developer support directly:

   • Email support: You can email CapCut support directly at: [email protected] or [email protected].
   • You can access the "Feedback" section within the app in the top right corner.

3. Clearly explain your situation in your refund request:

   • Subject Line: Make your subject line clear, e.g., "Refund Request - Unexpected Charge - Free Trial Misunderstanding"
   • In your message, state the following:
     • That you signed up for what you believed was a 7-day free trial on [Date you signed up].
     • That you were creating a birthday video for your sister and selected a template.
     • That you were unexpectedly charged £11.99 when you tried to use the template.
     • That you did not intend to purchase a subscription at this time and believed you were still in a free trial when using the template.
     • That you have not used the video for commercial purposes and have not used any other upgraded services.
     • That you are requesting a full refund of the £11.99 charge due to this misunderstanding.
     • Provide your CapCut account email address.
     • If you know it, mention the transaction ID or order number from your purchase confirmation (you might find this in the email receipts or your app store purchase history).
     • Politely request confirmation of your refund and cancellation of any subscription if one was started.

4. If subscribed via app store/Google Play, also contact them:

   • If you determine you subscribed through the Apple App Store or Google Play Store, you should also request a refund directly through their respective platforms.
   • Apple App Store Refunds: Go to https://support.apple.com/en-gb/HT204084 for instructions on how to request a refund for App Store purchases.

     • Access Apple's refund Portal:

       • Visit reportaproblem.apple.com and sign in with your Apple ID.

     • Initiate a Refund Request:

       • Click on "I'd like to," then select "Request a refund."
       • Choose the reason for your refund request and click "Next."
       • Select the CapCut subscription or related item and click "Submit."
     • On Your iOS Device:
       • Open "Settings" and tap your name.
       • Select "Subscriptions."
       • Find and select the CapCut subscription.
       • Tap "Cancel Subscription" and confirm. 

• • • Monitor your refund status:
      • After submitting your request, allow 24 to 48 hours for Apple to process it. You can check the status by visiting reportaproblem.apple.com and selecting "Check Status of Claims." If approved, the refund will be applied to the original payment method, with processing times varying based on your financial institution. 

• • Google Play Store Refunds: Go to https://support.google.com/googleplay/workflow/9813244  for Google Play refund instructions.

    • Access the Google Play Refund Request Page:

      • Visit the Google Play Refund Request page and sign in with your Google account.

    • Initiate a Refund Request:

      • Select the order you want to return.
      • Choose the option that describes your situation.
      • Complete the form and note that you'd like a refund.
    • According to Google's refund policies, you can request a refund for apps and in-app purchases within 48 hours of your purchase.

    • Monitor Your Refund Status:

      After submitting your request, allow 1–4 days for a refund decision. If your refund request has been approved, see how long your refund will take.

    • On Your Android Device:
      • Open the Google Play Store app.
      • Tap the profile icon in the top right corner.
      • Select "Payments & subscriptions," then "Subscriptions."
      • Find and select the CapCut subscription.
      • Tap "Cancel subscription" and follow the prompts.
•  
  • In your refund request to Apple/Google, explain the same situation as you did to CapCut support – the misunderstanding about the free trial and unexpected charge.

Tips to avoid this in the future

• Carefully read subscription terms: Before signing up for any free trial, always thoroughly read the terms and conditions, especially regarding when charges begin, what triggers a paid subscription, and how to cancel.
• Check for "Free Trial" indicators: When selecting templates or features during a free trial, look for clear indicators if they are truly included in the free trial or if using them will trigger a purchase.
• Set a calendar reminder to Cancel: If you sign up for a free trial that automatically converts to paid like in this case of CapCut, immediately set a reminder in your phone or calendar to cancel the subscription at least a day before the trial ends, if you don't intend to continue with a paid subscription.
• Keep an eye on your bank or credit card statements to ensure that any approved refunds are processed and returned to your account. Refund processing times can vary depending on your financial institution.

We hope these steps help you get your refund. Be persistent and clear in your communication with CapCut and/or the app store. It is definitely reasonable to expect a refund in this situation given the misunderstanding.

For video instructions on how to follow the above steps, you can watch the below guide: