Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Subscribe to GoPro
Reply
Hiker
Posts: 16

Gopro Subscription canceled within 14 days (EU), where is my money refund

[ New ]

Dear Gopro Support,

 

I canceled my Gopro Subscription within 14 days as a EU customer and have by law the right to get refunded. Unfortunately, I'm waiting for my money refund for more than four weeks now. your (German) Gopro Support on the phone keeps telling me that the refund process has been initiated, but still after all this time, I did not get my money back.

 

Can you please fulfill your legal obligations?

 

EU law:

"In the EU you have the right to return purchases made online or through other types of distance selling, such as by phone, mail order or from a door-to-door salesperson, within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind."

 

 

GoPro
Posts: 17,489

Re: Gopro Subscription canceled within 14 days (EU), where is my money refund

[ New ]

Hello, @herosky182. Based on the latest notes on the case, a refund has already been requested and will be processed. At this time though, there is no information regarding when the refund will be applied. Should you need further details, you can connect with our Support team at https://gopro.com/help/ContactUs.

Hiker
Posts: 16

Re: Gopro Subscription canceled within 14 days (EU), where is my money refund

[ New ]

Hello Gopro,

 

please understand: your statement above is exactly the same as your colleagues on the phone are telling me.

 

It is nice that you are processing my refund. But even nicer would be having finally the money after several (>5) weeks of waiting.

 

What is hindering you to fulfill your legal duties?

 

By the way, in Germany the law says that the vendor has exactly 14 days to refund the customer...

Hiker
Posts: 16

Re: Gopro Subscription canceled within 14 days (EU), where is my money refund

[ New ]

Another week passed and still no refund from Gopro for my subsciption.

 

Please note:

I ordered the subscription on the 20th of September and canceled it within 14 days on the 2nd of October. Your support told me that the refund would be processed within two weeks. Now, it's almost 7 weeks later.

 

When I called your support about 3 weeks ago, they kept telling me that the refund is on its way (as you also did in this forum, see your answer above). Nothing happened since then.

 

Gopro: This is not acceptable!!!

Hiker
Posts: 16

Re: Gopro Subscription canceled within 14 days (EU), where is my money refund

[ New ]

And another week passed without receiving any refund to my cancelled gopro subscription.

 

8 weeks now !!!!

 

Could anyone from support please take care of this issue.

 

Thank you.

GoPro
Posts: 23,131

Re: Gopro Subscription canceled within 14 days (EU), where is my money refund

[ New ]

Hi @herosky182

 

We see that your case is open and Support has provided an email update.

Please continue working with them regarding your case.

 

Thanks!

Ej

Hiker
Posts: 16

Re: Gopro Subscription canceled within 14 days (EU), where is my money refund

[ New ]

Hi,

 

another 2 weeks passed without any refund.

Gopro, are you serious? This is not acceptable.

 

I'm waiting now for more than 10 weeks !!!

 

What is your strategy? Wait until the year is over and then tell me I have used the subscription and a refund is no longer possible?

 

The answer of support is that you do not even have a time frame when the money is refunded. WHAT???

 

 

Hiker
Posts: 63

Rif.: Gopro Subscription canceled within 14 days (EU), where is my money refund

[ New ]

IMPOSSIBILE CONTATTARE L'ASSISTENZA DA MESI

Ho contattato l'assistenza durante l'orario giusto

Non ho bloccato i cookies

Ho cancellato la cache

Ho aperto in modalità incognito

Ho provato con Firefox, Chrome, Edge, Opera

Ho provato con la lingua Inglese

NON SI RIESCE A CONTATTARE L'ASSISTENZA

LA CHAT MI DICE: NON AVAILABLE

LA CHIAMATA MI DICE INVALID CAPTCHA

 

CHIARAMENTE L'ABBONAMENTO A GOPRO PLUS E' UNA BUFALA E UN IMBROGLIO

LO CANCELLO SUBITO