Brave REFUND EXPERIENCE!

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So I recently subscribed to Brave VPN’s free trial, expecting to use it but was not happy with my experience, so I soon after stopped opening the app.

I have customized notification priority in my phone. Because of this every charge attempt made on my bank account via Gpay could only be found on google pay’s history.

Lo and behold, I was charged a hefty yearly subscription as soon as a viable amount was credited to my gpay bank.

Now, I understand that it is policy to honor the trial period but is it not a little convenient for Brave to have relegated all their trial expiry notices to Google Play’s notification subsystem ONLY?

I mean I would understand if it was an app that was bought directly on Google Play store.

But for an app that relies on its own in app subscriptions outside of google pay to determine what it CHARGES to google Pay would it not have been standard practice to inform us outside GOOGLE PAY AS WELL? I DONT UNDERSTAND. Because It never linked my email to the app despite being purchased under an email-bound google pay account.

It does not go out of its way to inform you to that subscriptions wont be informing you via Email.

So now Ive been charged 99 usd for the yearly subscription. And Im reading an email that says it will take a couple days for Braves team to respond to my ticket.

How much money have you siphoned from users like me?

All in all I am livid. I demand a refund and request that Braves team sort out their onboarding and trial procedure to actually give people a fair chance not to get charged 100usd on a day when they NEEDED IT. For example - an email which people check notifying you to cancel one day before the trial ends or to adjust your subscription from Yearly to monthly?

That would be nice.

Brave has ruined my week and now Im waiting on a resolution.

Please help me bring this up to the team to help me and help others not have to deal with this. Im already compiling my ever evolving review. As of now, this app stinks. God knows they could have solved this all with just an email for tens of thousands of people!!

Also your ticket asks for a brave invoice and wont accept a GPAY invoice. For an app that values security you sure arent tying up your loose ends.

Here is my ticket number if you care at all.

WV4ERE-KN5MM

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Up up up up up up up up up

Come on now

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@Pierovergie you have two ways to sign up. You could have gone to https://account.brave.com/ to create an account and pay, or you could do it through Google Play. When you signed up for the trial, it took you to Google Play and you had to go through a bunch of confirmations and agreements that told you that you would be billed when it ended and you need to cancel ahead of time not to be charged.

As you went through Google Play, that is also generally where you need to request a refund if they’ll give it to you.

It also does not show an asterisk, meaning it is not a required field. You just would leave it blank. It’s there for people who did sign up via Brave’s website and therefore have an invoice number.

Why did you sign up for the yearly? You could have chosen the monthly as well. But you’re the one to choose what you did. And you’re the one who failed to cancel. Complain as much as you want, but this is entirely on you.

Rather than having an attitude, I’d suggest you reach out to customer support in a nicer way. You tend to get better responses. Keep in mind that they do not have to refund anything to you.

NOTE
Keep in mind I’m just an active user who helps people here. I’m not with Brave or anything. But definitely trying to answer some of the things you said and guide you to the right answers. Just want to make sure we’re all honest with each other here.

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Yes but its incredibly confusing. Also if my payment is linked to my play store email why not just send an email to notify me?

Id really appreciate that fix. Also a quick pro-rated refund and reversion to Monthly option would be great.

What if I were incapacitated or on a device I couldnt manage my subscription in? If your trial can be cancelled via the brave website after sending a login link email, why not embed a login link email to the email notification for the trial expiry??

It all just seems so roundabout. I mean I understand not crossing over since payment approvals have to be made on each platform, but before the trial package ends there is no payment crossover so it would be a fix that would save you guys and us a ton of headache.

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Fair enough.

Im actually trying to request for you guys to make some adjustments to save all this hubbub in the future. I dont see why we cant all walk out better for this.

There are mechanics that arent outright mentioned or glossed over such as the 2 account thing. Also a checkbox? Maybe for email notifications?

Just saying, you can then onboard them to braves actual registration page after.

Idk. I just feel like Ive been bamboozled. Sorry for the intensity. But that was all of my bank balance on that card.

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Screenshot_2024-11-28-01-19-10-96_e307a3f9df9f380ebaf106e1dc980bb6
Screenshot_2024-11-28-01-19-10-96_e307a3f9df9f380ebaf106e1dc980bb61080×2400 205 KB

Case in point. Just got this email. And now I will check if its something I want to keep.

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Btw thanks for the response Saoiray. Used to be a support agent so I wouldnt take any unpleasantness without actual criticism in it hope you can agree its a fair exchange. But appreciate your quick response. Keep on keepin on

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@Pierovergie btw, let me clarify, did you try to contest it via Google Play yet? If not, go do that. It’s the first barrier and what you typically need to do.

Also wanting to clarify, is this a ticket number from the Brave ticket system? It looks a bit different compared to what I normally see mentioned. I’m not sure if they changed it or if this is something else. Usually Brave’s ticket numbers would be things like 288916.

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Yes its on the email.

That may actually be an anti phishing code or something. No worries.

And I did contest it at Google Play the exact minute it was charged.

1 Like
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@Pierovergie we are working on a better alert system to inform users that their trial subscription time is up. Additionally, 99% of people who have this or some similar issue are refunded without question. Lastly, since the purchase was through the Google Play Store, canceling and requesting a refund through the Play Store is actually the best and quickest way to receive a refund.

If you are having trouble canceling or getting your refund, please reach out to us and submit a ticket here and someone will be happy to help:

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Thank you, Mattches. That would be much appreciated if that could be done. A pro-rated instant refund choice could keep people in the subscription too. I am actually would be much more inclined to try the service for a month than cancel the whole year entirely if the option were right in front of me right now. I used to work as support (retentions) for a company that would grant a prorated refund and I would always get them from 5 years to at least 6 months. Less money refunded on Brave’s part plus you keep some of the money and the prospect of retaining a customer.

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I appreciate the reassurance

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