What is the refund policy?Updated 2 months ago

Refund Policy Depends on Where You Subscribed

CENTR's refund policy is different depending on which platform you used to subscribe. The three platforms - CENTR website (centr.com), Apple App Store, and Google Play Store - each have their own refund policies and procedures.

Quick Summary by Platform:

• Web (centr.com): CENTR processes refunds - most recent charge only
• Apple App Store: Apple controls refunds - request through reportaproblem.apple.com
• Google Play: Google controls refunds - 48-hour window for automatic approval

Web Subscription Refund Policy (centr.com)

If you subscribed directly through the CENTR website, CENTR support handles refund requests.

What's Eligible for Refund

Eligible:

• Most recent subscription charge - Your last billing cycle charge can be refunded
• Unauthorized charges - Charges you didn't authorize or recognize
• Duplicate charges - If you were charged twice for the same period
• Billing errors - System errors that caused incorrect charges

Not Eligible:

• Previous charges beyond most recent - CENTR policy states "we can only refund the recent charge"
• Charges from months or years ago - Earlier renewals are not refundable per policy
• Partial refunds - No prorated refunds for unused days/weeks within a billing period

Refund Policy Examples

Example 1: One Recent Charge

• You were charged $29.99 last week
• You want to cancel and get a refund
• ✅ Eligible - CENTR will process full refund of the $29.99

Example 2: Multiple Past Charges

• You were charged for the past 3 years without realizing
• You want refund for all 36 monthly charges
• ❌ Only the most recent charge is eligible per policy
• ✅ CENTR will refund only the most recent month

Example 3: Unauthorized Charge

• You don't recognize a CENTR charge on your statement
• You didn't knowingly sign up or forgot about trial signup
• ✅ Eligible - CENTR processes refunds for unauthorized charges

Refund Processing for Web Subscriptions

• How to request: Email [email protected] with cancellation and refund request
• Response time: Typically within 24 hours
• Processing time: Immediate upon agent approval
• Refund appearance: 5-10 business days to show in your account (sometimes 3-5 days)
• Refund method: Original payment method used for subscription
• Access after refund: Ends immediately when refund is processed

Apple App Store Refund Policy

Apple manages all billing and refunds for App Store subscriptions. CENTR cannot process refunds for Apple purchases.

Apple's Refund Policy

• Discretionary refunds: Apple reviews each request on a case-by-case basis
• No guaranteed refunds: Apple determines eligibility based on their policies
• Recent charges favored: More likely to get refunds for recent charges vs old ones
• Apple's decision is final: CENTR cannot override Apple's refund decisions

Factors Apple Considers

• How recent the charge was
• Your refund request history with Apple
• Reason for the refund request
• Whether you've used the subscription
• Whether this is a trial conversion or regular renewal

Refund Processing for Apple Subscriptions

• How to request: Go to reportaproblem.apple.com
• Review time: Apple typically responds within a few business days (2-5 days common)
• Processing time: If approved, refund processes within 3-5 business days
• Refund method: Original payment method (credit card, Apple Pay, etc.)
• Communication: Apple emails decision to your Apple ID email

What CENTR Cannot Do for Apple Refunds

CENTR support cannot:

• ❌ Process or approve refunds for Apple purchases
• ❌ Check the status of your Apple refund request
• ❌ Expedite Apple's review process
• ❌ Override Apple's refund decisions
• ❌ Provide refunds if Apple denies your request

All Apple refund decisions are made entirely by Apple.

Google Play Refund Policy

Google manages all billing and refunds for Google Play subscriptions. CENTR cannot process refunds for Google Play purchases.

Google's Refund Policy

• 48-hour automatic window: New subscriptions within 48 hours more likely to get automatic approval
• Discretionary after 48 hours: Google reviews requests based on their policies
• Faster processing: Google typically reviews and responds more quickly than Apple

Refund Processing for Google Play

• How to request: Google Play Store app → Profile → Payments & subscriptions → Budget & history → Find CENTR charge → Request refund
• Review time: Google typically reviews quickly (varies)
• Processing time: If approved, 3-5 business days
• Refund method: Original payment method

If Google Denies Your Refund

Unlike Apple, if Google denies your refund request, you have an additional option:

• Contact CENTR support at [email protected]
• Explain your situation and that Google denied the request
• CENTR may be able to review your specific case for alternatives

Per CENTR guidance: "If Google denies, reach back out and we'll review your case."

Common Refund Scenarios

Trial Converted to Paid Subscription

All platforms: If you signed up for a free trial and forgot to cancel, you're eligible to request a refund.

• Apple/Google: Request through their platforms, explain you didn't realize trial would auto-convert
• Web: Contact [email protected], CENTR typically processes these refunds

Forgot About Subscription

All platforms: If you forgot you had a subscription and were charged:

• Web: Most recent charge refundable
• Apple/Google: Request refund explaining you forgot about subscription

Even if you were charged for years, only recent charges are typically refundable (varies by platform).

Cancelled But Still Charged

All platforms: If you cancelled before renewal but were still charged:

• Web: Contact support immediately - if charged in error, full refund processed
• Apple/Google: Request refund explaining: "I cancelled on [date] but was charged on [date]"

Timing matters: If you cancelled less than 24 hours before renewal (Apple/Google), one final charge may occur but is often refundable.

Never Used the Service

Web: CENTR processes refunds for most recent charge even if you never used the service.

Apple/Google: Strengthen your refund request by mentioning: "I've never opened or used the CENTR app."

Wrong Amount Charged

All platforms: If charged different amount than expected:

• Verify you didn't select annual instead of monthly (or vice versa)
• Check if sales tax was added to base price
• If genuinely wrong amount, request refund and explain discrepancy

What Information to Provide

When requesting a refund, include:

• Your account email: The email you used to subscribe
• Platform: Where you subscribed (Apple, Google, Web)
• Charge details: Date and amount of charge
• Reason for refund: Brief explanation of why you're requesting refund
• For Google: Your GPA Order ID (if available)
• For Apple: Your Apple ID email
• Additional context: Whether you cancelled, used the service, received notifications, etc.

Refund Timeline Summary

Note: "Business days" are Monday-Friday, excluding weekends and banking holidays.

What Refunds Do NOT Include

• No prorated refunds: If you used 2 weeks of a monthly subscription, you don't get a partial refund for the unused 2 weeks
• No refunds for used periods: Past billing periods you've already used are not refundable (except most recent for web subscriptions)
• No guarantee of approval: Requesting a refund doesn't guarantee you'll receive one (especially Apple/Google)

After Receiving a Refund

Account Access

• Web subscriptions: Access ends immediately when refund is processed
• Apple/Google: Access may continue until end of period or end immediately (varies by platform policy)

Can You Resubscribe?

Yes:

• Previous refunds don't prevent future subscriptions
• You can create a new subscription anytime
• You may not be eligible for another free trial
• Standard pricing applies

Important Reminders

• Know your platform: Check where you subscribed before requesting refund
• Request promptly: Request refunds soon after unwanted charges
• Be honest: Explain your situation truthfully in refund requests
• Follow platform procedures: Apple and Google must be contacted through their systems
• Save confirmations: Keep refund approval emails for your records
• Monitor your account: Check that refund appears within stated timeframe

Need Help?

If you're unsure about refund eligibility or need help:

• Web subscriptions: Email [email protected]
• Apple subscriptions: Go to reportaproblem.apple.com or contact CENTR at [email protected] for guidance
• Google subscriptions: Request through Google Play or contact [email protected] if Google denies