High penalty fees when you cancel Adobe Cloud - So you know it.

[robertov33415662]

Dear Adobe,

I would like to ask you to be clear what your invoicing and contract conditions for cloud customers are;

In January 2019 we decided to stop our cloud yearly plan, then Adobe automatically charged 66,49 Euros as penalty fee for canceling the yearly plan.

That's totally ridiculous! Nowhere on the internet you find this type of treatment, in any case not by respectful customer-driven companies.

Kind regards, Rob

[Guest]

Hi

It's quite clear here if you look at the "What happens when I cancel" bit

How to cancel your Adobe Creative Cloud plan or membership

[John T Smith]

When you 'click to agree' to the subscription terms while buying a subscription, that means that you really do need to read BEFORE you buy a subscription... https://www.adobe.com/misc/subscription_terms.html

-LOTS of screen pics of the terms https://forums.adobe.com/thread/2589217 in reply #4

-Purchasing FAQ https://forums.adobe.com/thread/1926340

[Nancy OShea]

There's nothing ridiculous about it.

There are 3 payment plans available.

• Annual prepaid
• Annual paid monthly
• Month-to-month. 

Annual plans cost less per month and your monthly rate stays the same for the full 12 months of service.  In return you agree to keep the plan for  12 months or pay an early cancellation fee which is 50% of the remaining balance.

The month-to-month plans cost more per month and the rates are subject to increase at anytime.  But you may cancel your service whenever you want without penalty. 

[robertov33415662]

Thank you for all you replies, looks like this is a vibrant community with very proactive members.

We had an annual membership, paid monthly and aware of the terms. However, and as always in this type of situations the "the devil is in the details".

What the Adobe fans above haven't mentioned to the community is that the cancellation fee ONLY applies for the original order, so after the first 1 year you have to really plan carefully when do you cancel, otherwise Adode will charge you.

My point is if you want to retain a high customers base, you shouldn't chain them to such customer-unfriendly terms & conditions. Look at the big cloud/internet companies, Netflix, MSFT, etc.. they do care about customer intimacy and respect not only about the annual revenue. And that's also clear in their footprint and customer retention.

[John Waller]

What the Adobe fans above haven't mentioned to the community is that the cancellation fee ONLY applies for the original order,

Not quite.

The refund within the first 14 days only applies to the original order.

The early termination (cancellation) fee applies to each 12 month commitment - original order plus renewals.

[robertov33415662]

https://forums.adobe.com/people/John+Waller  wrote

What the Adobe fans above haven't mentioned to the community is that the cancellation fee ONLY applies for the original order,

Not quite.

The refund within the first 14 days only applies to the original order.

The early termination (cancellation) fee applies to each 12 month commitment - original order plus renewals.

That's not what the Adobe terms and conditions are saying, please see previous screen print. But if you are right then I should go back to Adobe and ask to investigate.

My renewal went in on 5th of January, and the penalty fee was charged on the 10th of Jan. I don't know how Adobe counts those 14 days but, it looks to me that I cancel within the 14 days.

Very curious to see what else could happen..anyone from Adobe staff that can explain, provide the right answer?

[robertov33415662]

Dear John, did you see the screen print, highlighted?

It clearly says "Only applies for original purchased order, not to subsequent renewals". >> That's Adobe terms not my words.

[John Waller · Accepted solution]

When the original order is placed, you have 14 days to cancel and get a refund with no cancellation fee. After those 14 days, early cancellation attracts a cancellation fee.

When you renew, there is no 14 day refund period. But if you cancel early, you get charged an early cancellation fee.

You cancelled in Jan 2019 (the 13th month of your contract) which I assume was after the expiry of your first 12 month contract and after your renewal had rolled over.

Seems like you should have cancelled in Dec 2018 (the 12th month of your contract) so that your renewal did not roll over and there was no cancellation fee.

[Abambo]

robertov33415662  wrote

We had an annual membership, paid monthly and aware of the terms. However, and as always in this type of situations the "the devil is in the details".

What the Adobe fans above haven't mentioned to the community is that the cancellation fee ONLY applies for the original order, so after the first 1 year you have to really plan carefully when do you cancel, otherwise Adode will charge you.

Hi Rob,

John Waller points out: the cancellation fee is also for the first year, but only if you let pass the first 14 days. You have to cancel between the 11th month and the 12th minus one day. That's yes: careful planning.  The charge is half of you due for the remaining term.

Unfortunately these are the conditions, but around the 11th month, you get an e-mail, stating that the renewal is for soon. So if you do not want to renew, you need to cancel then.

And all posts here are not about judging the terms and defending Adobe, but to clarify what you by error claimed. But I understand your anger. I would also be angry for something like that... Therefore I always read the cancellation terms before subscribing.

[darrenj86063878]

I used Adobe for a total of 10 minutes..... just saw a charge come thru for 16.02.....went in to cancel and a pop -up told me I would be charge 32.08 for early cancellation.....what a rip off!..... I was applying for a job and the forms I needed to send must be encrypted so I used adobe.... I actually thought  I was getting a free trial but I suppose I went over the time period....would have been nice to see an email reminder.....bottom line: I am being charged 48.10 for ten minutes of use.... what a rip-off!.... feel sure the 32 dollar fee was in the details but there should be  reprieve for a case like mine....feel like I was caught in a trap....I know in the past I have used Adobe(not on purpose it just popped up as I am not computer savvy) but not sure what for I just remember the name....I am going to eat this charge and never use this service again!.... will write a letter to the better business bureau as well.... watch out for the free trial!..... another lesson learned about giving out my card online!

[Nancy OShea]

darrenj86063878  wrote

I used Adobe for a total of 10 minutes..... just saw a charge come thru for 16.02.....went in to cancel and a pop -up told me I would be charge 32.08 for early cancellation.....

Adobe is a company that makes many different products and services ranging from professional photo & video editing software to document cloud services.  What exactly did you buy that you feel was such a rip-off? 

[darrenj86063878]

I am not sure what I bought .... as I said I am not very computer literate..... I needed an encryption program to send in of by email for a job.... it used acrobat from the sender....so I signed up for a free trial I thought.....used to send info to 2 people.....  saw a charge on my card for 16.02 this AM.... so I went in to cancel because I realized I did not cancel within my trial period..... a pop-up told me I would be charged 32.08 for early cancel.... was kinda ok with paying the 16.02 since I Did use the service, but being charged 32.08 for a cancel fee?...really?.... if I had not been in such a rush I would have realized the time frame and canceled within the 14 day period..... was told by your chat support they could not do anything about it.... harsh!

[E-mail copy removed by moderator.]

[Nancy OShea]

This is a user-to-user forum.  I don't work for Adobe.  I'm just a product user like you.  It's regrettable you didn't read & understand the terms you agreed to when you joined. 

Adobe Subscription and Cancellation Terms | Adobe

It's also regrettable you didn't cancel within the allotted time frame --  2 mistakes that cost you a modest early termination fee.  Chalk it up to experience and move on. 

[darrenj86063878]

I will "move on" from corresponding with you!....