Subscription Amount Deducted in the Free Trial Plan

[raj_4477]

Hello team,

I created a new account on Adobe Express and opted for 2 weeks free trial by selecting the Rupees 480/ month plan after the trial ends. But as soon as I set up the autopay, Rupees 480 immediately got deducted... Kindly refund the money back as I want to try your services first and then opt for monthly/ yearly plan.

Thanks& Regards,

Raj Soniminde ( India)

[thejanebradbury]

Hello @raj_4477 although you were in the right forum (Adobe Express) I have moved your post to Account, payment & Plan as that is what your query is about. You will need to contact Adobe via the chat help to sort out your account. 

You can get help with your account billing here. Use a browser that allows pop-up windows, and look for the little chat bubble.
https://helpx.adobe.com/uk/support/support-new/account-billing.html

Also, AdobeCare on Twitter/X are very helpful, so give them a try too. Don't put any personal, identifying information in your initial tweet, just the outline of your problem and they'll tell you what to do.
https://twitter.com/AdobeCare

[kglad]

adobe's free trials are usually 1 week followed by automatic enrollment in a subscription with a 1 week grace period during which you can cancel without penalty.

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[John Waller]

Hi @kglad Is there a 1 week grace period?

I've always understood that the trial is 7 days after which the billing begins. But at any time during the first 14 days of the billing period, you can cancel without penalty and get a full refund.

[kglad]

the first 7 days of the subscription is the grace period during which one can cancel and get a refund and there's no early cancellation penalty.

[John Waller]

That grace period for a full refund without penalty is 14 days.

[kglad]

14 days from when?

[John Waller]

Within 14 days of the first billing cycle commencing. After the trial period ends.

Cancellation details for common Adobe plans

[kglad]

i acknowledge your reasoning, but from my interaction with users, the grace period doesn't appear to be 2 weeks from the roll-over to a paid plan, but 2 weeks from the trial start.

[John Waller]

So maybe we say Adobe's published policy is 14 days after billing starts but in practice this may be a shorter grace period.

[kglad]

i don't really know the correct answer: 2weeks after the free 1week trial or 1 week after the 1 week free trial.

@Jeff_A_Wright  which?

[Jeffrey_A_Wright]

Thank you, @kglad! 

@raj_4477 I am sorry for any confusion, but the first month's charge occurs when you begin the annual membership for Adobe Express and other memberships and subscriptions. For most services, you can cancel within 14 days and receive a full refund, per the suggestion offered by @John Waller. Although there is no one-week grace period, the first charge is immediately applied when beginning the trial membership.

A more detailed explanation, including a helpful timeline chart, can be found at https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html.

Please update this discussion, @raj_4477, @kglad, @John Waller, and @thejanebradbury, if you have any additional questions.

[kglad]

@Jeffrey_A_Wright 

if a first time user starts a free 1 week trial on 1/1/25, that rolls into a paid subscription after 1 week, they get a full refund if they cancel by ~1/21/25.

true?

[Jeffrey_A_Wright]

No, sorry, @kglad. The trials are paid with a seven to 14-day full refund period. We moved to paid trials several years ago after we added the ability for someone to self-cancel. The chart at https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html is an excellent way to understand the current process.

There could also be some confusion, as I am referencing our desktop app memberships and subscriptions offered directly through Adobe.

Mobile apps and subscriptions through Google Play or Apple iTunes may offer a free trial, but the original poster is not using that type of subscription. 

[John Waller]

The trials are paid with a seven to 14-day full refund period. We moved to paid trials several years ago

By @Jeffrey_A_Wright

Paid trials? I thought trials were free but you must enter your card details prior to the trial period starting.

What is a seven to 14 day full refund period? I thought it was simply a full refund within 14 days of a paid subscription starting.

---

The chart at https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html is an excellent way to understand the current process.

---

Unfortunately, the US version of that chart does not mention the trial period so it does not really further this discussion.

The Australian version is very clear.

[kglad]

ok, so if a first time subscriber starts an individual, annual/paid monthly, all apps subscription from adobe.com on 1/1/25, they must cancel  ~1/14/25 to get a refund.

true?

further, there are no longer individual subscriber all apps free trials available via adobe.com. 

true?

in fact, while there are still trials, there's nothing about a trial that's different than the start of a first-time subscription.

true?

[Peru Bob]

the first charge is immediately applied when beginning the trial membership.

By @Jeffrey_A_Wright

This chart says otherwise:

<Policy image removed by moderator>

from this updated 23 August 2024:

https://helpx.adobe.com/au/manage-account/using/creative-cloud-subscription-terms.html 

[John Waller]

Yes, that statement confused me too.

I would have thought that it should read: "the first charge is immediately applied when the trial membership ends."

@Jeffrey_A_Wright  Can you please clarify further?

[Jeffrey_A_Wright]

@Peru Bob, sorry, I removed your image and would ask that you not share screenshots from policy documents.

We cover many different membership types at https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html, and the type we have been discussing is a paid annual trial membership purchased directly through Adobe.

@John Waller, the annual membership is a paid trial. During the trial period, you can cancel for a full refund.

[John Waller]

@John Waller, the annual membership is a paid trial.

@Jeffrey_A_Wright 

The Australian link to the Adobe article in my post above says the trial period is free. Has that changed?

[Peru Bob]

@Jeffrey_A_Wright 

I'll remove it from my bookmarks.

Is this link available to the public?