Complaints

This profile includes complaints for SurveyMonkey's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SurveyMonkey

  910 Park Pl Suite 300 San Mateo, CA 94403

  
• 

  SurveyMonkey

  1 Curiosity Way San Mateo, CA 94403-2396

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello ****, Jeidel here, We apologize for the inconvenience. SurveyMonkey is responsible for storing and protecting your collected data, which requires the use of paid servers that need regular maintenance. These costs are included in the price of the paid plan. Since your data has been exported, SurveyMonkey no longer retains that information, and as a result, we are unable to provide a refund at this time.If there is anything else we can help with today, please let us know.Jeidel A. (He/Him)Product Support Specialist SurveyMonkey --------------- Original Message ---------------From: **** ********** [*******************************************]Sent: 10/7/2024 1:50 PM To: ********************************** Subject: RE: Question about refund request Hi.This isnt helpful at all. Im a very small business doing disability inclusion. Things are really rough right now client-wise. I cant afford it, and did not know that it was set to auto-renewal. I did not receive an email. The auto renewal is really bad business. If you cant help me, please forward me to a manager. **** ********** From: ********************************** <**********************************>Sent: Monday, October 7, 2024 3:48 PM To: **** ********** <*******************************************>Subject: RE: Question about refund request Hi ****, Thank you for reaching out!Unfortunately, we are unable to offer you a full or partial refund per our policy on non-refundable fees: ************************************************************** Subscriptions automatically renew at the end of your billing cycle to ensure you dont lose access to paid features and your survey data.We understand this isnt the news you were hoping for, but I can confirm that the automatic renewal has been disabled so you arent charged again: ****************************************************************************** Warm regards,Ritchelle G. (she/her)

  

  Business Response

  Date: 10/14/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  We have connected with the support team and are happy to see that an exception has been made for this customer. Should they have any additional questions about this, we recommend they reach back out to the support team. 
  
  

• Initial Complaint

  Date:10/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on August 08 /2024, SurveyMonkey charged me $276 for an automatic subscription renewal. I did not ask for or authorize this renewal because I will not need the service. I used their services for a few months last year (2023) but paid for a whole year. That was ok. I paid them over $1000 for that service besides the subscription fees. I finished my survey in 2023. SurveyMonkey charged for renewal, although I canceled it on 08/08/2024. I sent them an email, but I never received a response. I disputed the charge with the credit card, but I never received a refund. I am writing to BBB to ask them to assist me in getting my money back. That charge was on my Citi Credit **************************** Thanks

  

  Business Response

  Date: 10/11/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  Because a dispute has been filed with the card issuer or bank, SurveyMonkey can't take any action on the account. When a customer files a dispute with their bank, they handle the entire process and would determine if the customer would qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank, not in the form of a refund from SurveyMonkey. We recommend that this customer reach out to their bank/credit card company for more information about this.
  
  

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22373612
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  I canceled the subscription first day of the automatic renewal. I never used SurveyMonkey's service since last year and I will not use it. I expect SurveyMonkey to do better business and refund my $276.00. Concerning the credit card company, they will not pay the money until SurveyMonkey makes the refund. 

  

  Business Response

  Date: 10/18/2024

  Again, were sorry to hear about this customers experience.
  
  However, because a dispute has been filed with the card issuer or bank, SurveyMonkey can't take any action on the account. When a customer files a dispute with their bank, they handle the entire process and would determine if the customer would qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank/credit card company, not in the form of a refund from SurveyMonkey. We recommend that this customer reach out to their bank/credit card company for more information about this. 
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: ***************************************************;
  
  

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22373612
  
  I am rejecting this response because: I contacted Citi Credit Cards before I reached out to BBB. Citi cards asserted that they would make a refund only when they receive a note from SurveyMonkey advising them to make the refund. I think I'm intitled for a full refund because I cancelled the subscription on the first day of the renewal. At this point I'm asking SurveyMonkey to send Citi Cards that note or to me and I will forward it to them.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/25/2024

  Again, because a dispute has been filed with the card issuer or bank, SurveyMonkey can't take any action on the account. When a customer files a dispute with their bank, they handle the entire process and would determine if the customer would qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank/credit card company, not in the form of a refund from SurveyMonkey. We recommend that this customer reach out to their bank/credit card company for more information about this. 
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: ***************************************************;
  
  

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22373612
  
  I am rejecting this response because: Survey Monkey is the party who took my money. **** credit cards did not take the money. What other better case do you expect than cancelling the subscription on the first day of the automatic renewal.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 2024
  468.00
  Provided no service
  Automatically charged my ******** card
  No valid phone number to resolve
  I used the service over 2 years ago for my dissertation. Once completed I no longer needed the service. By default they keep charging my card. I would like a reversal of the charge for services not used.

  

  Business Response

  Date: 09/11/2024

  We’re sorry to hear about this customer’s experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: ***************************************************. 
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customer’s behalf when contacted directly through our support channel: ************************************ 
  
  Because a dispute has been filed with the card issuer or bank, SurveyMonkey can't take any action on the account. When a customer files a dispute with their bank/card issuer, they handle the entire process and would determine if the customer would qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank/card issuer, not in the form of a refund from SurveyMonkey. We recommend that this customer reach out to their bank/credit card company for more information about this.
  
  

  Customer Answer

  Date: 09/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Stephen H***

  Customer Answer

  Date: 09/16/2024

  Clarification:
  Since my account has been inactive for the last 2 years and I have
  forgot my password I have asked for SM to send me a temp their response is “I
  should receive an email within 10 mins. I have never received and email from
  them let alone within 10 min. I cannot log on to cancel and the only phone
  number I have available is not in service.

• Initial Complaint

  Date:08/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Survey Monkey would only allow visibility to a limited number of users on a survey that I completed. I did not intend to pay $1,351.35 to upgrade my account to see the rest of the responses. I believed I was signing up for a trial. I have canceled my account and will make sure that I recommend against using this service to my colleagues and friends.

  

  Business Response

  Date: 08/23/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  With a Basic plan, customers can collect unlimited responses for free, with view-only access to a limited amount of responses per survey. Customers can view their response limit by going to the plans and pricing page when they are logged into their account. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: **********************************************
  
  

• Initial Complaint

  Date:08/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year at this time, a charge appeared on my credit card without an invoice or any other warning. Now, it's happened again. SurveyMonkey claims they sent it, but I've never received it. They directed me two whitelist more than a dozen e-mail addresses to be sure I receive an invoice. None of that worked. The root of the issue is that I'm repeatedly charged for "Seats" I'm not using. I wish to pay for the minimum license with three seats. I expressed this last year. I was denied any credit or assistance in managing my user list. I ensured my account showed just three users. Yet, here we are again. I'm again overcharged, paying for services I'm not receiving. Since I attempted to work this out with Survey Monkey last year and received no relief whatsoever, I'm filing this complaint at the same time as opening a ticket with Survey Monkey.

  

  Business Response

  Date: 08/23/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  We have connected with the support team and are happy to see that an exception has been made for this customer. Should they have any additional questions about this, we recommend they reach back out to the support team. 
  
  

• Initial Complaint

  Date:08/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A previous employee at my company, **************** had a SurveyMonkey account on auto-renewal. He no longer works here, but our card was charged $468 on 6/28/24. We attempted to reach out to the company on several occasions by phone, email, and chat, but the company is impossible to get in touch with unless you have an account. Finally, when we found the account associated with the employee, Surveymonkey refused to do even a partial refund of the charge, citing that we agreed to their terms simply by being on auto-renewal. So now we have a completely useless subscription for an employee who no longer works here.

  

  Business Response

  Date: 08/16/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  Because a dispute has been filed with the card issuer or bank, SurveyMonkey can't take any action on the account. When a customer files a dispute with their bank, they handle the entire process and would determine if the customer would qualify for their dispute criteria and reimbursement. Any reimbursement would come from your bank, not in the form of a refund from SurveyMonkey. We recommend that this customer reach out to their bank/credit card company for more information about this.
  
  

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to process a payout of $6.60. I could not find a way to change my banking info. They state they offer gift card payouts but it is not available when I select that option. Then I discovered you have to pay for "priority" customer service. That's a disappointing red flag for me.

  

  Business Response

  Date: 07/29/2024

  We are sorry to hear about this customer's experience. 

  It sounds like this customer is having issues with their ********************** Contribute account. If a customer encounters a technical issue, we recommend that they please contact our support team with their username, browser version and any error message they may have seen. More information on this can be found here: **************************************************************************************************************

  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: ***************************************************;
  

  
  

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got the annual plan and only used it for 8 days and they refuse to give me a refund or even a partial refund. I wasn't satisfied with their product or their customer service.

  

  Business Response

  Date: 07/12/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  This customers case has been reviewed by our team. Though we understand that refunds have been requested, we are entirely prohibited from refunding these charges, so no exceptions will be made to our no-refund policy.
  
  

• Initial Complaint

  Date:07/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to cancel my SurveyMonkey account for more than two years. They do not issue any kind of confirmation via email. You can see the changes in their online system, but then they change them back at some point and charge your account all over again. This is the second year in a row that I have been charged . I went in again today and canceled and was told that it won't take affect until 2025. Last year after they charged me on my canceled account I received a message that they would not cancel my account until 2024. Here we are in 2024 and they charged me again. I cannot get them to stop charging me and this is no small amount of money. It is shameful and I feel they are stealing from me. It is $496.08 per year. I see others have made the exact same complaint to the Better Business Bureau.

  

  Business Response

  Date: 07/05/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 
  
  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  We were able to locate the customer support case and an exception was provided by the team. Should the customer have any additional questions, we recommend contacting support once again.
  
  

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/12/24 I hosted an annual mandatory training for over 500 people. I sent the survey at the end with 3 basic questions (date, name, feedback). A little less than half of the attendees were unable to access or enter information into the survey. Despite customer support being able to see that the survey was issued correctly, they were unwilling to help. $100 is a lot to pay for a service that doesnt actually work. Especially with such an important task. I immediately cancelled the service and requested a refund. Support told me they have a no refund policy even if their service did not work. I had to issue a dispute with my bank and provide them the 100+ emails I received from attendees unable to use the survey. Our leadership was unaware of a no-refund policy, we let them know so that other federal services can cancel and go with another service.

  

  Business Response

  Date: 07/05/2024

  Were sorry to hear about this customers experience.
  
  Subscription options, features, and conditions are included for customers to view and agree to on the sign-up checkout page when processing the payment for an account upgrade, and listed within our Terms of Use. SurveyMonkey is a self-serve tool, and as such we expect our customers to carefully read and consider the terms and conditions they are agreeing to before signing up for an account and/or providing their credit card information. 

  Because SurveyMonkey is a self-service platform, we leave account management up to our customers, including subscription management and survey creation. With our plans, we provide a service for a set price, and this begins upon upgrade or renewal; once this has occurred, the account is committed for the full billing period. This is included in the agreement we make with our customers about what they can expect of us. Fees are non-refundable per our Terms of Use: *******************************************************************;
  
  Customers can cancel auto-renew at any time, but they won't receive a refund for the remaining paid time. Our Terms of Use state that the fees paid by the customer are non-refundable. We can also cancel this setting on a customers behalf when contacted directly through our support channel: ***************************************************;
  
  We weren't able to locate a support case from this customer based on the information provided. We encourage the customer to get in touch with the support team via our chatbot here: **********************************************