For some reasons, including purchase error or double charging among others, users can request for the refund and cancellation of their Cloud plan purchase.

Note: The subscription will also be cancelled once a refund is issued.

Refund of Lite/Smart Subscription (Apple Store)

When it comes to processing refunds for subscriptions made via the Apple App Store, it's important to understand that Apple is the merchant of record. 

This means that they handle the financial transactions, and therefore, they are the ones who process refunds.

As a commercial app developer, we cannot directly initiate a refund for a user's subscription. The user must request the refund through Apple.

Once a refund request is submitted, Apple reviews it. The decision to grant or deny a refund is ultimately up to them, based on their policies and the reason provided by the user.

Please check the steps below on how to request for a refund.

1. Go to the "Report a Problem" website: Open a web browser on your computer or mobile device and go to reportaproblem.apple.com.
2. Sign in with your Apple ID: Use the same Apple ID and password that you used to make the purchase.
3. Find the purchase: Once you're signed in, you'll see a list of your recent purchases from the App Store, iTunes Store, Apple Books, and other Apple services.
4. Select "I'd like to": From the drop-down menu, choose the option "Request a refund."
5. Provide a reason: Select the reason for your refund request from the options provided. Common reasons include:
   • "I didn't mean to buy this."
   • "My child bought this without my permission."
   • "I didn't receive the app or content."
   • "The item is not working as expected."
6. Select the item: Find the specific app, subscription, or item you want to refund and select it.
7. Submit your request: Click "Submit" to send your refund request to Apple.

Refund of Lite/Smart Subscription (Google Play)

To request a refund for a Google Play purchase, you should follow the steps below. The process differs from Apple's because Google gives users a short window to request a refund directly from them, after which you must contact the app developer.

Option 1: Requesting a refund directly from Google (within 48 hours)

For most apps, games, and in-app purchases, you can request a refund directly from Google within 48 hours of the purchase. This is the fastest and most common method.

1. Go to the Google Play website: Open a web browser on your computer or mobile device and visit play.google.com.
2. Sign in to your account: Log in with the Google Account you used to make the purchase.
3. Find your order history: In the top right, click your Profile picture, then select Payments & subscriptions > Budget & order history.
4. Find the item: Locate the order you want to refund from the list.
5. Click "Report a problem": Next to the item, click on "Report a problem."
6. Select a reason: From the drop-down menu, choose the reason for your request. Common reasons include:
   • "I bought this by accident."
   • "I no longer want this purchase."
   • "I didn't receive the app or content."
7. Submit the form: Complete the form with a brief explanation and submit it.

Google will typically give you a decision within one business day, but it can take up to four days. If approved, the refund is returned to your original payment method.

Option 2: Contacting the App Developer (after 48 hours)

If more than 48 hours have passed since you made the purchase, you must contact us directly to request a refund. Google's policy states that developers can process refunds according to their own policies and applicable laws.

1. Find the developer's contact information:
   • Go to the app's page on the Google Play Store.
   • Scroll down to the "About this app" section.
   • Find "Developer contact" and tap the arrow to expand the section.
   • Look for an email address, website, or other contact details.
2. Contact the developer: Write an email to explain your situation. Include as much detail as possible to help them locate your purchase, such as:
   • The name of the app or subscription.
   • Your Google Account email address.
   • The purchase date.
   • The Google Play Order number (e.g., GPA.1234-5678-9012-34567). You can find this in your Google Pay or Google Play order history.
   • A clear and polite explanation of why you are requesting a refund.

We will then review your request and decide whether to issue a refund.

Important Things to Know about Google Play Refunds

• Refund Timelines: Once a refund is approved (either by Google or the developer), the time it takes to receive the money depends on your payment method.
  • Credit/Debit Card: 3-5 business days (can sometimes take up to 10).
  • Google Play Balance: 1 business day.
  • Mobile Carrier Billing: 1-30 business days (or up to two monthly statements).
• Unauthorized Purchases: If you see a charge on your account that you didn't make and that wasn't made by anyone you know, you can report it as an unauthorized charge within 120 days of the transaction.
• Lost Access: If a refund is granted, you will lose access to the app or content you purchased.

Refund of Fleeta Subscription (Fleeta Web Viewer)

Fleet Plan purchased or activated in the Fleeta Web Viewer can be reverted and a refund can be requested directly to us. Write an email to explain your situation. Include as much detail as possible to help them locate your purchase, such as:

• The name of the app or subscription.
• Your BlackVue account / email address.
• The purchase date.
• Screenshots of current purchase status for verification.
• A clear and polite explanation of why you are requesting a refund.

For further inquiries and additional guidance, contact our Customer Support Team.