Requesting refunds

 

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Note: Only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences. Users with Standard access should contact an Admin user to cancel their accounts.

How refunds work

You can request a refund by canceling your Google Ads account while there is existing credit in the account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.

Processing time: Refunds take 2 weeks for Google to process, and additional time for your credit card company to process.

Reasons a refund might not be available

We don't offer refunds in these cases:

  • You have money left over in your account from a promotional code.
  • Your account is still active.
  • You have an outstanding balance that you still need to pay.

Frequently Asked Questions

How do I check to see if there is balance left in my account?

To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:

  1. Click the the tools icon Google Ads | tools [Icon], and then under "Billing," click Billing summary.
  2. If you have credit, it will appear in parentheses with the label "Credit remaining." If you have an outstanding balance, it will appear without parentheses and will be labeled "Your balance."
How do I cancel my account to request a refund?

To cancel your Google Ads account:

  1. Go to your Account Preferences 
    • Sign in to your Google Ads account.
    • In the upper right hand corner, click the tools Google Ads | tools [Icon]icon .
    • Underneath "Setup," click Preferences.
  2. Click the Account Status section to expand it.
  3. Click Cancel my account.
    • Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences.

Your account status will change to "Cancelled."

If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.

What do I do if I can’t cancel my account?
If you can’t change your account from active to cancelled, read our article about cancelling your account.
How long does it usually take to get a refund?
Refunds typically take up to 2 weeks for us to process, and it can take an additional 10 business days for your bank or credit card company to credit the refund to your account, depending on their own processes.
What if it takes longer?
If you've waited longer than 4 weeks, please contact us.
Can I cancel my refund request?
You can cancel your refund request if we haven't sent you a confirmation email about your refund. Just reactivate your account.
Note: Only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences. Users with Standard access should contact an Admin user to cancel their accounts.

How refunds work

You can request a refund by canceling your Google Ads account while there is existing credit in the account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.

Processing time: Refunds take 2 weeks for Google to process, and additional time for your credit card company to process.

  • If you paid by bank card, WebMoney (via Assist), Qiwi, or Yandex.Money directly from your Google Ads account, the refund will automatically be applied to your card or your WebMoney, Qiwi, or Yandex.Money wallet.
  • If you paid by money transfer or Yandex.Money via Assist, we'll need your bank account details to process the refund. For technical reasons, we can't refund money back to a Yandex.Money wallet (via Assist). Follow the instructions below to send us details of the bank account where you want the refund sent.

Reasons a refund might not be available

We don't offer refunds in these cases:

  • You have money left over in your account from a promotional code.
  • Your account is still active.
  • You have an outstanding balance that you still need to pay.

Frequently Asked Questions

How do I check to see if there is balance left in my account?

To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:

  1. Click the the tools icon Google Ads | tools [Icon], and then under "Billing," click Billing summary.
  2. If you have credit, it will appear in parentheses with the label "Credit remaining." If you have an outstanding balance, it will appear without parentheses and will be labeled "Your balance."
How do I cancel my account to request a refund?

To cancel your Google Ads account:

  1. Go to your Account Preferences 
    • Sign in to your Google Ads account.
    • In the upper right hand corner, click the tools Google Ads | tools [Icon]icon .
    • Underneath "Setup," click Preferences.
  2. Click the Account Status section to expand it.
  3. Click Cancel my account.
    • Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences.

Your account status will change to "Cancelled."

If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.

What do I do if I can’t cancel my account?
If you can’t change your account from active to cancelled, read our article about cancelling your account.
How long does it usually take to get a refund?
Refunds typically take up to 2 weeks for us to process, and it can take an additional 10 business days for your bank or credit card company to credit the refund to your account, depending on their own processes.
What if it takes longer?

If you've waited longer than 6 weeks, please contact us

Can I cancel my refund request?
You can cancel your refund request if we haven't sent you a confirmation email about your refund. Just reactivate your account.
How do I send my bank account information?

Step 1 - To enter your bank account information:

  1. Sign in to your Google Ads account.
  2. Click the the tools icon Google Ads | tools [Icon], and then under "Billing," click Billing summary.
  3. A red banner at the top of the page will indicate you have canceled your Google Ads account. Click the link to Complete your refund.
  4. On the following page, enter your bank details (contact your bank for any information you don't have):
    • Bank account holder name (If the account belongs to a private person, enter the full name with patronymic; if it's a corporate account, enter the full name of the organization.)
    • Bank code (BIC)
    • Bank account number
    • Beneficiary tax ID (INN)
  5. Click Save

Step 2 - After entering your information in your Google Ads account, fill out the refund request form and fax it to us. The form can be found on the bank information page from Step 1. Here's how to find and complete it:

  1. Sign in to your Google Ads account.
  2. Click the the tools icon Google Ads | tools [Icon], and then under "Billing," click Billing summary​.
  3. In the red banner at the top of the page, click the link to Complete your refund.
  4. The link will take you to a refund request form. Print the form, fill it out, and sign it.
  5. Fax the form to us at the number provided on the form.

These fax numbers are only for receiving bank information, and our payment processors will not respond to any questions sent with your information.

Note: Only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences. Users with Standard access should contact an Admin user to cancel their accounts.

How refunds work

You can request a refund by canceling your Google Ads account while there is credit in the account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.

Processing time: Refunds take 2 weeks for Google to process, and additional time for your credit card company to process.

If you paid by money transfer, we'll ask for your bank account details to process the refund. Instructions for how to send us your account information can be found below.

Note: Only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences. Users with Standard access should contact an Admin user to cancel their accounts.

How refunds work

You can request a refund by canceling your Google Ads account while there is credit in the account. If you made payments by credit card, we'll automatically initiate a refund to the credit card associated with your Google Ads account. If you had the option to pay by bank transfer, bank deposit, or cash in Oxxo and 7Eleven stores, we'll need your bank account details to process the refund. Instructions for how to send us your account information can be found below.

Processing time: For credit cards, refunds take 2 weeks for Google to process, and additional time for your credit card company to process. For bank transfer, bank deposit, or cash in Oxxo and 7Eleven stores, refunds take approximately 4 weeks.

Note: Only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences. Users with Standard access should contact an Admin user to cancel their accounts.

How refunds work

You can request a refund by canceling your Google Ads account while there is credit in the account. If you made payments by credit card, we'll automatically initiate a refund to the credit card associated with your Google Ads account. If you paid by bank transfer through Banelco or PagoMisCuentas.com, we'll need your bank account details to process the refund. Instructions for how to send us your account information can be found below.

Processing time: For credit cards, refunds take 2 weeks for Google to process, and additional time for your credit card company to process. For Banelco and PagoMisCuentas.com, refunds take approximately 4 weeks.

Reasons a refund might not be available

We don't offer refunds in these cases:

  • You have money left over in your account from a promotional code.
  • Your account is still active.
  • You have an outstanding balance that you still need to pay.

Frequently Asked Questions

How do I check to see if there is balance left in my account?

To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:

  1. Click the the tools icon Google Ads | tools [Icon], and then under "Billing," click Billing summary.
  2. If you have credit, it will appear in parentheses with the label "Credit remaining." If you have an outstanding balance, it will appear without parentheses and will be labeled "Your balance."
How do I cancel my account to request a refund?

To cancel your Google Ads account:

  1. Go to your Account Preferences 
    • Sign in to your Google Ads account.
    • In the upper right hand corner, click the tools Google Ads | tools [Icon]icon .
    • Underneath "Setup," click Preferences.
  2. Click the Account Status section to expand it.
  3. Click Cancel my account.
    • Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences.

Your account status will change to "Cancelled."

If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.

What do I do if I can’t cancel my account?
If you can’t change your account from active to cancelled, read our article about cancelling your account.
How long does it usually take to get a refund?
Refunds typically take up to 2 weeks for us to process, but can take up to 10 weeks if you paid by bank account outside Israel, the U.K., or the U.S. In Israel, the U.K., and the U.S., it can still take an additional 10 business days for your bank or credit card company to credit the refund to your account, depending on their own processes.
What if it takes longer?

If you've waited longer than 12 weeks, please contact us.

Can I cancel my refund request?
You can cancel your refund request if we haven't sent you a confirmation email about your refund. Just reactivate your account.
Sending us your bank account information

If you didn't provide your bank account details when you canceled your account, we'll need the following from you (contact your bank for any information you don't have):

  • Google Ads Customer ID
  • Name on the bank account
  • Bank account number
  • Branch code
  • Bank code
  • Bank address
  • Bank swift code
  • Your signature

Next, fax this information to one of our payment processors in the U.S. or Ireland:

When dialing the Dublin number, here are a few tips to make your fax successful:

  • The "+" in the fax number prefix represents the digits required to make an international call from your country. Many countries, including the UK, use "00". Check with your phone service if you don't know the international dial code in your country. The "353" in the prefix is required to route your call to Ireland.
  • To reach the fax number, dial the appropriate digits for "+" in your country. Then, dial 353 1 633 5884. (Don't dial "0" before the "1".)
  • If you're located within Ireland, dial 01-633-5884.
  • If you're located outside Ireland:
  • U.S. headquarters at +1 650 653 2520
  • Non-U.S. headquarters in Dublin, Ireland, at +353 1 633 5884

These fax numbers are only for receiving bank information, and our payment processors will not respond to any questions sent with your information.

 
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