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Enhanced license image refund

New Here ,
Nov 11, 2018 Nov 11, 2018

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Hello

I have an issue that i would like some help with it or rediect me to who can help, thanks.

Yesterday i was browsing internet and searching for some images to download, i saw an ad of adobe stock saying that i can get 10 free images in my first month. i did subcribe and create an account, and then i see that i was charged 1 USD, even the email i received was with 0 USD. Today i started searching for images and i saw one and tried to download but i didnt notice until its late that it was not part of the 10 free images and i was charged 119.99 USD.

i want to know, what you guys mean with 10 free images in the ad, and please i want to know if i  can get a refund, this is a big amount of money that i cant manage to lose now, and more that im not using images for work or anything, i was just following the ad.

File # : 187144204

Thanks for any help.

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correct answers 1 Correct answer

Adobe Employee , Nov 12, 2018 Nov 12, 2018
Hi there,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. If you cancel the service during the first-month billing cycle, your credit card will not be charged and your service will continue until the end of that first month’s billing cycle. If you cancel within 14 days after the beginning of the second month’s bi...

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Adobe Employee ,
Nov 12, 2018 Nov 12, 2018

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Hi there,

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. If you cancel the service during the first-month billing cycle, your credit card will not be charged and your service will continue until the end of that first month’s billing cycle. If you cancel within 14 days after the beginning of the second month’s billing cycle, you’ll be fully refunded. 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

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

Also, through subscription plans, you can only license standard assets. Premium assets, such as videos, Premium collections images, and editorial images or videos, can be licensed on-demand or using credits from a credit pack. You may also refer to Common Questions about plans, purchasing, and availability, Adobe Stock for more details.

The asset 187144204 which you have licensed is a premium image and that is the reason there is a deduction of an amount 119.99 USD from your account.

Please reach out to our support team Support FAQ: How can I contact Adobe for support? for the refund related requests ( to check if an exception can be made in this scenario)

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

Feel free to update this thread in case of any additional questions.

Regards,

Twarita

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