About Google Play FTC Consent Refunds

We share the Federal Trade Commission's goal of improving the mobile experience for parents. As a result, we've added additional tools to help parents avoid unauthorized in-app purchases by their young children. We are also offering refunds in certain cases pursuant to the agreement we reached with the FTC.

How do I know if I may be eligible for a refund under the FTC consent?

Google account holders might be eligible for a refund if all of the following are true:

  • You are a United States account holder.
  • You were charged for in-app purchases as a result of unauthorized purchases by a minor between March 2011 and November 18, 2014.
  • You haven't already received a refund for those charges.
  • You did not enter a password or payment information to authorize the purchase.
How can I request a refund under the FTC consent?

If you meet the eligibility requirements described above, you can review potentially eligible charges on your account and request refunds using the request refund form.

In order to make the refund process as easy and quick as possible, we encourage you to use this form instead of requesting a chargeback via your bank.

Please sign into the form using the account associated with the unauthorized purchases.

For all other refund requests, go to Google Play refund policies.

What happens after I request a refund?

After you submit a refund request, Google will review your request and contact you via email about your refund status or if we have any additional questions. Emails will be sent to the email address you provided when submitting your request.

How will I receive my refund?

Wherever possible, we'll refund purchases to the original payment method. You can review your payment method for all Google Play charges using Google Wallet.

If we can't issue a refund to your original payment method, we'll send a check to the address you provided when you submitted your request.

When will I receive my refund?

Wherever possible, refunds will be issued within several days following review of your request, but this may take longer depending on your bank or other payment institution. If we need to mail a check, it may take up to 30 days to arrive.

How can I prevent future unauthorized purchases?

Google strives to provide you with the best experience possible across all of our products and services. We take pride in giving you the tools to use Google Play the way you want, including the ability to control how you authorize purchases on your account.

You can set up password protection on Google Play to monitor and control the content that can be accessed from your account.

What if I don't receive my check?

Google has partnered with Gilardi & Co LLC to mail checks to users as needed. Gilardi & Co LLC will have the most up-to-date information regarding check statuses.

If you have questions about the check process or the status of your check, please contact Gilardi & Co LLC at 888-286-6032.

What if I need to request additional refunds after submitting a request?

You can submit another request if you believe there are additional unauthorized purchases on your account.

What if I don't see an order on the form or an order is marked as ineligible?

The refund request form only displays an order as potentially eligible for a refund if it might meet refund requirements under Google's agreement with the US FTC. If an order is not listed on the form or is listed as ineligible, it isn't eligible for a refund under the agreement. In general, some in-app purchases may be eligible for refund, including those:

  • Made by United States buyers
  • Where a password wasn't entered
  • Made between March 2011 and November 18, 2014
  • Not already refunded or charged back

Please sign into the form using the account associated with the unauthorized purchases.

What if I can't sign in to the form?

If you can't sign into your Google account to identify purchases and submit refund requests:

  • Recover your account if you have forgotten your password.
  • Contact Google Play support if your Google account has been deleted or is otherwise inaccessible.
When will the settlement be final?

All refund requests must be submitted no later than December 2, 2015.