Skip to main content
B
bethe98828189
Participant
February 19, 2017
Answered

Adobe CC Cancellation Issues

  • February 19, 2017
  • 3 replies
  • 563 views

I have just been through the process of cancelling my annual subscription, which has been really disheartening. I am only a month into the renewed year, yet I will receive no refund.

I have subscribed to Adobe Creative Cloud for 2 years consecutively. This started when I was 16, as I needed the software for college. This year I started University, where I was given free access to all of the software on offer due to a subscription the uni has. I transferred to using this in September/October, as the subscription I had previously only gave me access to Photoshop and Lightroom. However, my old subscription renewed for a 3rd year in January, costing me £102.30.

I accept that this is due to an oversight on my part - I missed the email about the renewal and have been busy recently, so did not notice the money leave my bank account until I checked today. I looked up the terms and conditions and found that I would not get a full refund as I was not within the 14 day limit.

As I am using my University subscription, I have not touched this account in months. I have not used it once since renewal, meaning that I have paid £102 for nothing. This is a huge sum of money for me considering I am studying away from home. Again - I am aware that I could have avoided this, but I feel this part of the terms and conditions leaves a lot to be desired.

I have looked through other forums on the website - it seems there are a lot of customers who are also irritated by this. I find it really disappointing. I have been a customer for this service for 2 years, paying (what is for me) a lot of money for the software. I continue to be a customer of the service through my University and when I leave, the field I aspire to work in requires software like this.

I do feel that I have been cheated out of my money, considering I am only a month into the renewed annual subscription, and I will be genuinely hesitant to sign up again.

I have spoken to friends who have subscriptions to the software who did not know that cancelling this early in would be so costly. I feel like more awareness should be drawn to this not only when accepting the terms and conditions, but also in the months running up to renewal.

I cancelled the software on an online chat with a member of staff who informed me of the policy and was not rude at all, only doing their job. I have also sent this information to Adobe through a survey I was sent and plan to send it as a complaint if I can find out how.

This topic has been closed for replies.
Correct answer kglad

unless there's a new policy, you misunderstood or the staff member made an error.

from, Adobe - Subscription Terms

"If you cancel within 14 days of your order, you’ll be fully refunded. Should you cancel after 14 days, you’ll be charged 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period. Cancellations can be made any time by visiting your Manage Account page or by contacting Customer Support in your region."

3 replies

B
bethe98828189Author
Participant
February 20, 2017

I cant currently upload the conversation I had on the online chat, but the member of staff told me I would get no refund. Not 50%. Nothing.

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
February 20, 2017

unless there's a new policy, you misunderstood or the staff member made an error.

from, Adobe - Subscription Terms

"If you cancel within 14 days of your order, you’ll be fully refunded. Should you cancel after 14 days, you’ll be charged 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period. Cancellations can be made any time by visiting your Manage Account page or by contacting Customer Support in your region."

B
bethe98828189Author
Participant
February 20, 2017

I looked up that clause and I thought the same as you, however the staff I spoke to said that you do not receive 50% back and you are actually CHARGED an extra 50% for cancelling.

Luckily, he said he would 'waive' this seen as I have a membership with the university.

There are numerous threads about this, and I feel really sorry for those who have to pay extra just to cancel. I'm annoyed as it is due to not receiving any refund but if I had to pay to cancel I don't know what I'd do.

    B
    bethe98828189Author
    Participant
    February 20, 2017

    I'm not denying this. I am now aware that is the policy. My point is that I am still a customer and it seems pointless to have to pay for an account for the rest of the year when I have one through uni.

    What I am saying is I disagree with this policy - I think cancelling this early in should mean I get a partial refund (no I do not expect the full amount back).

    I also think actually having to pay an extra 50% just for cancelling is completely unfair.

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      February 20, 2017

      you are getting are partial refund.  instead of paying the full price you agreed to pay, you're paying 1/2 = 50%, or you're getting 100% - 50% refunded.

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      February 19, 2017

      an annual subscription has a discounted price from the monthly subscription.  if you terminate an annual subscription early, you pay 1/2 the remaining contract cost.  (many contracts, eg, every real-estate lease i've seen, require full payment.)

      if there was no penalty, everyone would sign up for the annual and cancel whenever they wanted.  ie, it would not be logical to sign up for the monthly subscription.  or it wouldn't be logical to offer a discounted annual plan and not charge a penalty for early termination.

      B
      bethe98828189Author
      Participant
      February 19, 2017

      I appreciate this. However, the full charge seems a bit ludicrous seen as I am only one month in. A refund of even 50% would be helpful. I was told I would receive no refund by the member of staff I spoke to.

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        February 20, 2017

        again, if you terminate an annual subscription early, you pay 1/2 the remaining contract cost.

        Terms & ConditionsAccessibility statement
        Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices