- If a purchase was accidentally made by a friend or family member using your account, request a refund on the Google Play website.
- If you find a Google Play purchase on your card or other payment method that you didn't make and that wasn't made by anyone you know, report unauthorised charges within 120 days of the transaction.
- If you’ve had a refund request accepted, check how long your refund will take.
For United Kingdom and European Economic Area users
Request a refund for recent purchases
Follow the instructions if:
- It’s less than 48 hours since you bought an app or made an in-app purchase, and you can request a refund through Google Play.
- You bought music, movies, books or other content, and you may be able to request a refund after more than 48 hours (check policy below).
You’ll usually get a decision within one working day but it can take up to four working days.
Request a refund when it's not listed under recent purchases
Explore refund request options
Follow the instructions if:
- It’s less than 48 hours since you bought an app or made an in-app purchase, and you can request a refund through Google Play.
- You bought music, movies, books or other content, and you may be able to request a refund after more than 48 hours (check policy below).
You’ll usually get a decision within one working day but it can take up to four working days.
- On your computer, go to play.google.com/store/account.
- Click Order history.
- Find the order that you want to return.
- Select Request a refund or Report a problem and choose the option that describes your situation.
- Complete the form and note that you'd like a refund.
- You'll get a message that says 'Thank you for sharing your concerns'. You'll then get an email with your refund decision. You’ll usually get this within 15 minutes but it can take up to four working days.
Tip:
- If you have multiple refund requests, repeat these steps for each thing that you bought.
- If you can't find the order, you may have bought it on a different Google Account. Find out how to switch accounts.
You can also tell Google Assistant on your device that you want a Google Play refund.
To request a refund from Google Assistant, you must use UK English on your device.
Most apps on the Play Store are made by third-party developers, not by Google. The developers should support their apps and make sure that they work well for you.
You should contact the app developer if:
- You have a question about an app.
- You made an in-app purchase but it wasn’t delivered or isn’t working as you expected.
- You want a refund and it’s more than 48 hours since you made the purchase. The developer can help with purchase issues, and can process refunds pursuant to its policies and applicable laws.
Find how to contact the app developer.
Tip: Some information related to refund requests may be shared with developers.
Resolve issues by exploring specific Google Play refund policies
Refund policies are different depending on what you bought. Select a link for more information.
You may get an automatic refund if you uninstall a paid app shortly after first buying it. If you want to reinstall the app, you'll have to buy it again and you may not be eligible for a refund on that purchase.
If you give your account or payment details to someone else, appear to be abusing our policies, or don’t protect your account with authentication, we usually can’t issue a refund.Important:
- You can only return an app or game for a refund once. If you buy it again you will not be able to get a refund. If a refund is issued, you will lose access to the item.
- If you buy multiple items in one purchase, you can only refund the entire purchase. You cannot refund individual items of that purchase.
Refund policy
- Within 48 hours: You may be able to get a refund depending on the details of the purchase. Follow these instructions.
- After 48 hours: Contact the developer to troubleshoot and find out if you can get a refund. Developers have their own policies and legal requirements and may be able to give you a refund.
- If you cancel within the first 48 hours of a monthly subscription and request a refund, we may refund the cost of the month in which you cancelled.
If you are able to refund an item that you bought on Google Play, any points earned on that purchase will be deducted from your Play Points balance and level progress.
- If you don’t have enough points to cover the deducted points from the refunded item, your points balance will become negative.
- If you don’t have enough points to stay at your current level after the points are deducted from your level progress, you might go down a level.
- If you made a purchase using a coupon, and you get the purchase refunded, you’ll get back any amount that you paid using your form of payment and the points that you used for the coupon. You will need to exchange points for another coupon if available.
- If you used points for an app, game and in-app item and would like a refund, check our refund policies.
- Points used to support a good cause or for Play credit are not refundable.
Refund availability
- If you haven't started watching it yet, you can request a refund within 7 days of your purchase.
- If your movie or TV show is defective, unavailable or doesn't perform as stated, you can request a refund within 65 days of your purchase.
- If you return the movie or TV show for a refund it may be removed from your library and you may not be able to watch it.
If your music won't play, try to fix music playback issues. If you would still like a refund or you are requesting the refund for another reason, see the info below.
For Google Play Music subscriptions
Once your subscription starts you can’t get a refund for any payments that you’ve already made. If you don’t want to subscribe any more, cancel your subscription. You will still have access to the subscription until the end of the period that you have paid for.
Note: For subscriptions to Pandora, Spotify or other music streaming subscriptions, see the apps, games and in-app purchases section above.
For individual songs and albums
Depending on your specific situation, you may be able to return a song or album within 7 working days of purchase as long as you haven't downloaded it or played it. Once you download or stream music, you can't cancel your order for a refund unless it doesn't work properly.
If you return a song or album it may be removed from your library and you may not be able to listen to it.
If your eBook or audiobook won't load or play, try these troubleshooting steps. If you would still like a refund or you are requesting the refund for another reason, see the info below.
Refund availability for single returns and book bundles
For refunds on eBooks:
- You may request a refund within 7 days of purchase, except for rentals of eBooks for which all sales are final.
- If the eBook doesn’t work, you can request a refund at any time within 65 days of purchase.
- If you bought an eBooks bundle, you’ll only be able to request a refund for the full bundle.
Refunds on audiobooks depends on where you bought the audiobook:
- All sales are final, except for the following instances:
- South Korean customers: You can request a refund within 7 days of purchase, as long as you have not started listening to the audiobook.
- If the audiobook doesn’t work, you can request a refund at any time.
For refunds on bundles:
- You can request a full-bundle refund within 7 days of purchase, as long as you haven't downloaded or exported multiple books in the bundle.
- If a book in the bundle doesn't work, you may request a refund for that book within 180 days of purchase.
If your refund is approved, the eBook or audiobook may be removed from your library and you may not be able to read or listen to it.
Single issues
Single-issue purchases of magazine titles are not refundable unless you can't access the issue or there is a defect with the content.
Subscriptions
Subscriptions can be cancelled at any time.
- If you are unable to access the content, we can issue a refund.
- If you cancel within the first seven days.
If you cancel within the first 48 hours of a monthly (or longer) subscription and request a refund, we may refund the cost of the month in which you cancelled. Find out how to request a refund.
Tip: We can only refund active subscriptions, and are unable to refund subscriptions that have already ended.
Refund policy
- Within 48 hours: You may be able to get a refund depending on the details of the purchase. Follow these instructions.
- After 48 hours: Contact the developer to troubleshoot and find out if you can get a refund. Developers have their own policies and legal requirements and may be able to give you a refund.
Play gift cards and other prepaid Play balance, including cash top-ups, are not refundable unless required by law. Promotional Play balance is not refundable.
- US residents who have redeemed gift cards or non-promotional gift codes may request a refund for their Google Play balance if the amount is below $10.
- Brazilian residents who have redeemed gift cards or non-promotional gift codes may request the refund of their Google Play balance.
- Korean residents who have redeemed gift cards or non-promotional gift codes may request a refund of the card amount for residual values of Google Play balance of 40% or less of the face value of the gift card.
- To keep with the Fair treatment of financial consumers policy, Malaysian residents who redeemed gift cards or non-promotional gift codes may request a one-off refund of their Google Play balance.
Tips:
- We can only issue a refund to the person who purchased the gift.
- Refunds can only be issued for gifts which have not been redeemed.
- The gift code is not redeemable once the gift is refunded.
- Refunds for Google Play credit gifts are only available for three months after the date of purchase.
Refund turnaround times
Refunds from Google Play are returned to the payment method used to make the original purchase. Refunds take different amounts of time depending on how you paid.
If your refund takes longer than expected, check your refund status on your Google Pay account. If the status is 'Refunded', you'll see a credit on your form of payment. If the status is 'Cancelled', the order was never charged and so you won't see a credit on your form of payment.
|
Payment method |
Estimated Refund time |
|
Credit or debit card |
3–5 working days Processing time can be affected by the card issuer and sometimes takes up to 10 working days. If your credit card is no longer active, refunds will go to the bank that issued your card. Contact the bank to recover funds. |
| AirPay, TrueMoney Wallet (Thailand only) |
1–5 working days. Refunds should appear in the user's account. |
| AliPayHK (Hong Kong only) |
1–5 working days. Refunds should appear on the user's e-Wallet account. |
|
Edy |
1–5 working days Refunds are applied to your Google Play credit balance. |
| GCash |
1–5 working days. Refunds should appear in the user's account. |
| Mobile operator billing (prepaid/pay as you go) |
1–30 working days Processing time can be affected by your operator and sometimes takes longer. |
|
Mobile operator billing (postpaid/contract) |
1–2 monthly statements Processing time can be affected by your operator, but refunds will usually appear within 2 monthly billing statements. If it takes longer, contact your operator to check the status. |
|
GoPay (Indonesia only) |
1–5 working days |
|
Google Play balance (gift card or credit balance) |
1 working day Refunds appear in your Google Play account. Occasionally this can take up to 3 working days. |
|
Google Pay |
1 working day Refunds appear in your Google Pay account. Occasionally this can take up to 3 working days. |
| KakaoPay (Korea only) |
3–5 working days This can sometimes take up to 10 working days. If refund takes longer, contact KakaoPay for more detailed information. |
| Mercado Pago (Brazil only) | 1–5 working days |
| MoMo e-Wallet (Vietnam only) | 1–5 working days |
|
my paysafecard (Poland, Cyprus, Czech Republic, Slovakia, Slovenia, Austria, Belgium, Italy, the Netherlands, Portugal) |
3–5 working days |
| Octopus O! ePay (Hong Kong only) |
1–5 working days. Refunds should appear on the user's e-Wallet account. |
| Online banking |
1–10 working days Processing time can be affected by your bank, but typically takes between 4 and 10 working days. |
|
PayPal |
3–5 working days This can sometimes take up to 10 working days. If you're returning the money to a payment method within PayPal (like a linked bank account), contact PayPal for more detailed information. |
| Payco (Korea only) |
3–5 working days This can sometimes take up to 10 working days. If it takes longer, contact PAYCOfor more detailed information. |
| QIWI Кошелек (Russia and Kazakhstan) |
3–5 working days Refunds should appear in the user's account. |
| TrueMoney Wallet (Thailand only) | 1–5 working days |
| VTC Pay (Vietnam only) | 1–5 working days |
| ZaloPay (Vietnam only) | 1–5 working days |
