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sarahc83011432
sarahc83011432
Participant
November 13, 2018
Answered

Re: Can't cancel Adobe Stock plan!!

  • November 13, 2018
  • 1 reply
  • 287 views

I'm really upset about this, I've just noticed charges on my card and have tracked it back to Adobe Stock. I had so many emails and banners telling me to use my 10 free images, so I logged in and downloaded 10 images, now apparently I have a subscription?! I'm always very careful about cancelling free trials in time but I didn't see a single warning that this would happen, and I most definitely didn't get an email to say my trial was ending, that payment would taken or that I was signing up for a YEAR on monthly payments almost double what I pay for creative suite as a student. I'm gutted and I do not want this service. Please can someone help me.

    This topic has been closed for replies.
    Correct answer twaritar3263062

    Sarah,

    I understand your concern here, however, the terms and conditions are mentioned at the time of signing up for the promo offer.

    As per the terms(link mentioned above), if you cancel the service after the 14th day after the beginning of the second month’s billing cycle, you’ll be charged 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period and that is the reason when you try to cancel there is charge of £90.

    I would request you to contact our support team to check for exceptions. The link to contact support is shared above.

    If you still face troubles, feel free to update this thread.

    Regards,

    Twarita

    1 reply

    twaritar3263062
    twaritar3263062
    Participating Frequently
    November 13, 2018

    Branching to a new discussion,

    Hi Sarah,

    Sorry for the trouble it has caused to you.

    When you subscribe to the Adobe Stock promo offer the first month is a free trial, Adobe doesn't charge you for the 1st month; the subscription billing actually starts from the second month.

    For more information, you may refer to Adobe Subscription and Cancellation Terms | Adobe

    However, I understand your concern here that you might not be aware/or have overlooked the terms when you had signed up for the Adobe Stock promo offer.

    You can now self-cancel your subscription. Please follow the steps as mentioned in the help document: Cancel your Adobe Stock membership

    You may also reach out to our support team Support FAQ: How can I contact Adobe for support?  for the cancellation and refund related requests.

    In case you are unable to reach our support through the above-mentioned link, please see Contact Support FAQ: Unable to reach support through the "Contact US" link

    Regards,

    Twarita

    sarahc83011432
    sarahc83011432Author
    Participant
    November 13, 2018

    Thank you for getting back to me. However that link says I will be charged £90something to cancel, which I cannot do. Can you tell me when I should have received an email or information about this "contract"? It seems strange to me that so many computer literate people are being caught out by this. I did not willingly agree to a contract, and it most definitely was not presented clearly as an annual contract should be, legally. You already have £74.97 of my money for a service I do not want and have not used. I'm afraid this isn't an acceptable resolution to what at best is a badly run offering, and at worst a money making scam.

    twaritar3263062
    twaritar3263062Correct answer
    Participating Frequently
    November 13, 2018

    Sarah,

    I understand your concern here, however, the terms and conditions are mentioned at the time of signing up for the promo offer.

    As per the terms(link mentioned above), if you cancel the service after the 14th day after the beginning of the second month’s billing cycle, you’ll be charged 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period and that is the reason when you try to cancel there is charge of £90.

    I would request you to contact our support team to check for exceptions. The link to contact support is shared above.

    If you still face troubles, feel free to update this thread.

    Regards,

    Twarita

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