Due to high volumes, you may experience long waiting times for customer support. We greatly appreciate your patience. For more information about Google Store orders, click here.

Cancel your Google Store plan or subscription

  1. Open the Google Store website.
  2. Sign in to your account.
  3. On the Subscriptions page, choose the subscription that you’d like to cancel.
  4. Under 'Payment', click Cancel subscription.
  5. To complete cancellation and find an estimate of what you’ll be charged, follow the cancellation steps.

Cancellation policies

Nest Aware

When you cancel Nest Aware, you'll lose your sound detection clips and any video that you haven't saved into clips. Make sure that you save any important clips before you cancel.

  1. Go to your subscriptions.
  2. For the subscription that you’d like to cancel, select Cancel subscription.

If you switch from Nest Aware 1st gen to Nest Aware 2nd gen, you get a prorated refund for the unused time on your previous Nest Aware subscription.

Tips

  • If you bought a camera bundle that came with a prepaid Nest Aware subscription, we can’t offer a prorated refund.
  • If you bought your current Nest aware 1st gen subscription from one of our partners, contact them to cancel your subscription. For more information, go to our Nest Aware partner FAQ.
  • Once you switch to the  Nest Aware 2nd gen, you can’t switch back to Nest Aware 1st gen again.

 

Nest Aware 2nd gen and 1st gen

Nest Aware 2nd gen customers

If you purchased the Nest Aware 2nd gen, you may stop auto-renewal of your subscription and your subscription will no longer renew automatically at the end of your billing cycle. You can do this by stopping the auto-renewal in your Google Store account on the Google Store subscriptions page. You will continue to receive the Nest Aware service until your billing cycle ends but you can choose to turn off specific Nest Aware features in the Google Home app settings at any time. 

When your subscription ends, your video history will be deleted and sound clips will be deleted over time.

IMPORTANT: The  Nest Aware 2nd service is non-refundable and you will not receive a refund even if you stop using the service or turn off Nest Aware features.

Nest Aware 1st gen customers

If you purchased the Nest Aware (1st gen) service, you may cancel your Nest Aware subscription at any time by logging into your Google or Nest  account and selecting 'Cancel subscription'. Note that merely unpairing a Google Nest device from Nest Aware will not trigger cancellation of Nest Aware. 

Other than with pre-paid subscriptions, in the event that you cancel Nest Aware (1st gen), we will provide a prorated refund for the period of time starting the day after cancellation of Nest Aware throughout the remainder of your billing cycle.

Nest Aware cancellation policy (EU)

The policies below apply only to users located in the European Economic Area and the UK.

Nest Aware 2nd gen customers

Cancelling your subscription

If you purchased the Nest Aware 2nd gen service, you may stop auto-renewal of your subscription and your subscription will no longer renew automatically at the end of your billing cycle. For example, if you purchase a monthly subscription, you may stop the auto-renewal at any time during any month of the subscription, and the subscription will stop as of the end of the current monthly billing cycle. You can do this by stopping the auto-renewal in your Google Store account on the Google Store subscriptions page. You will continue to receive the Nest Aware service until your billing cycle ends, but you can choose to turn off specific Nest Aware features in the Google Home app settings at any time. You will not receive a refund even if you stop using the service or turn off Nest Aware features during your final billing cycle.

Right of withdrawal for subscription services

Under the law, consumers have an automatic statutory right of withdrawal from contracts for the purchase of services (and subscriptions for services) for 14 days after they make the initial purchase. The easiest way to exercise your right of withdrawal is to contact Nest Aware customer support to request a refund. Or, you can write us a letter using this model withdrawal form. After the first 14 days you will not be eligible for a refund (or any alternative remedy), unless the service is defective as stated below.

Defective services

Google does not give refunds for the  Nest Aware 2nd gen service unless the service is defective, does not match its description, is unavailable or where the law requires that we provide a refund. To terminate your subscription and request a refund for one of the foregoing reasons, please contact Google Nest support.

Nest Aware 1st gen customers

Cancelling your subscription

If you purchased a Nest Aware 1st gen service, you may cancel your Nest Aware subscription at any time by logging into your Google Account and selecting 'Cancel subscription'. Note that merely unpairing a Google Nest device from Nest Aware won't trigger cancellation of Nest Aware.

Other than with pre-paid subscriptions, should you cancel the older gen Nest Aware, we'll provide a prorated refund for the period of time from the day after cancellation of Nest Aware to the end of your billing cycle.

Defective services

If your older gen Nest Aware service is defective, you can request a refund at any time. Please contact Google Nest Support if your service isn't working.

Pixel Pass

If you cancel Pixel Pass, you’ll no longer have access to all services. You can’t cancel individual services within the subscription. 

What happens to your subscription and Pixel phone depends on how soon you cancel after you first subscribe. 

If you cancel before your order is dispatched:

  • Your order will be cancelled and your subscription never starts.

If you cancel within the buyer's remorse period:

You can keep or return your Pixel phone.

  • If you keep your phone, you’ll be charged a prorated price adjustment.
    • Your Google services will end immediately and you’ll receive a refund towards the Google services subscription. 
    • Your Preferred Care plan will end and you’ll receive a full refund if no claims were filed.
  • If you return your phone, you’ll receive a full refund for the phone.
    • Your access to Google services will end after we receive the Pixel phone. You’ll receive a refund for your most recent billing cycle.
    • Your Preferred Care plan will end and you’ll receive a full refund if no claims were filed.

If you cancel outside of the buyer's remorse period:

  • You must keep your Pixel phone.
    • You’ll be charged a prorated price adjustment based on what you originally paid, discounts received and how long you've been subscribed.
  • Your subscription ends after the current billing period.
  • Your Preferred Care plan will end and you’ll receive a prorated refund.
  • No refunds will be issued for included Google services.

Preferred Care

If you’re not happy with Preferred Care from the Google Store, you can contact Google to get a refund.

  • Within 30 days of buying: If you haven’t filed a claim, you can get a full refund for Preferred Care.
  • After 30 days: You can get a prorated refund (less any claims paid up to the cancellation date).

Cancellation/refund provision may vary by state. Check plan Terms and Conditions for state-specific cancellation and refund methods.

Was this helpful?
How can we improve it?

Need more help?

Sign in for additional support options to quickly solve your issue

Search
Clear search
Close search
Google apps
Main menu
Search Help Centre
true
99952
false