Unexpected charges can catch anyone off guard, often prompting a flurry of questions about billing. If you've found yourself in this situation after an automatic subscription renewal with Terros, this guide will help clarify how the refund process works, who qualifies for a refund, and the steps you can take to request your money back efficiently. Our goal is to make navigating Terros refunds as straightforward and stress-free as possible.
What You Should Prepare Before Applying For Refund
Account Information: Have your Terros account username and email address ready for identification.
Transaction ID: Locate the specific transaction ID for the purchase in question, which can be found in your email receipt or account order history.
Service/Product Details: Note down the name and details of the service or product you wish to refund, including the date of purchase.
Refund Reason: Prepare a clear and concise explanation of why you are requesting a refund based on Terros's refund policy.
Purchase Confirmation Email: Gather your order confirmation email as proof of purchase.
Payment Method Information: Ensure you have details of the payment method used for the purchase, such as credit card details or payment service information.
Communication Records: Keep any correspondence with Terros regarding the purchase or service, including any previous communications related to the refund.
Eligibility Verification: Review Terros's refund policy to ensure that your request falls within the eligibility criteria.
How Long Does it Take to Get a Refund?
Payment method
How long it takes*
Credit Card
3-5 working days
Debit Card
3-5 working days
PayPal
1-3 working days
Bank Transfer
5-7 working days
*Working days are Monday to Friday, and don't include public holidays.
What are my Rights? Am I eligible for a Refund from Terros
At Terros, we strive to provide quality services that meet your needs. Understanding your rights related to billing and eligibility for refunds is important. While we focus on offering comprehensive support for mental health and substance abuse services, there may be circumstances under which you might be eligible for a refund. The following situations may apply to your account with Terros:
Service Interruption: If you experience a significant disruption in services that affects your access to scheduled sessions or support, you may be eligible to inquire about a refund for the affected service period.
Program Misalignment: If you find that the service you enrolled in does not align with your treatment needs or goals, you may qualify for consideration of a refund, depending on the timing and circumstances of your enrollment.
Billing Discrepancies: In the event of unexpected billing issues, such as incorrect payment amounts charged during the billing cycle, you may be eligible to discuss your account and explore potential refunds related to those specific charges.
Service Cancellation: If you formally request to cancel your service before the next billing cycle and have confirmation of the cancellation, you may qualify for a refund for any unused portion of your payment, subject to specific terms of your program.
We encourage you to review your account details and contact our billing department if you have any questions or would like to explore your eligibility further. Terros is committed to working with you to address your needs and ensure that your experience aligns with your expectations.
Step-by-Step Process to Request Your Terros Refund Like a Pro
If you purchased through Terros.com:
Visit the Terros website: terros.com.
Scroll to the bottom of the homepage and click on Contact Us.
Choose the Billing Inquiries option in the form provided.
Fill out the required fields:
Your Name
Email Address
Membership Details (specify that you wish to request a refund).
In the message box, mention that the membership renewed without notice and emphasize that the account was unused.
Submit the form and look for a confirmation email.
Monitor your email for a response regarding your refund request.
If you purchased through Apple:
Open the Settings app on your device.
Tap on your Apple ID (your name at the top).
Select Subscriptions.
Find and tap on your Terros subscription.
Scroll down and tap Report a Problem.
Select your reason for refund, focusing on charging without notice or stating that the account was unused.
Follow the prompts to submit your refund request.
Check your email for updates regarding your refund.
If you purchased through Google Play:
Open the Google Play Store app on your device.
Tap on the Menu (three horizontal lines in the top left corner).
Select Subscriptions.
Find your Terros subscription in the list.
Tap Manage, then tap on Refund.
Explain that the subscription renewed without notice and that you did not use the account.
Submit your request, and wait for a confirmation email from Google Play.
If you purchased through Roku:
Log into your Roku account on the Roku website.
Navigate to your Account page.
Select Manage your subscriptions.
Find the Terros subscription and click on it.
Select Contact Support or the relevant link provided.
When filling out the support request, highlight that the subscription renewed unexpectedly and emphasize that the service was not utilized.
Submit your request and keep an eye on your email for further communication.
Disclaimer
Chargeback is an independent consumer resource that provides educational information to help users understand how to cancel, manage, or request refunds for various subscriptions. We are not affiliated with, endorsed by, or sponsored by any of the companies mentioned on this site. All trademarks, logos, and brand names are the property of their respective owners.
The information we provide is based on publicly available sources and user reports and may contain inaccuracies or become outdated over time. Our guides are intended for general informational purposes only and should not be relied upon as official company instructions or legal advice.
Consumers are solely responsible for reviewing their own contracts, terms of service, and refund or cancellation obligations before taking any action. Nothing on this site should be interpreted as legal, financial, or contractual guidance.
Chargeback does not encourage or condone disputing valid charges, misrepresenting transactions, or taking any action that could violate a company's terms, service agreement, or applicable laws. We promote fair, transparent, and lawful communication between consumers and businesses.
I am writing to address my billing situation regarding my Terros account. [describe reason]
I would like to request a refund in the amount of [Amount].
I have attached relevant documentation for your review, if applicable.
Please confirm the receipt of this request and the status of my refund within 3-5 business days.
Thank you for your attention to this matter.
Sincerely,
[Your Name]
[Your Phone Number]
Common refund statuses
Status
Meaning
What It Means for You
Pending
Your refund request has been received but is being reviewed.
Please allow up to 3 business days for processing before receiving an update.
Processing
The refund is currently being processed by our team.
Expect the refund to be completed within 5-7 business days.
Refunded
Your refund has been successfully processed.
You should see the refund reflected in your payment method within 3-5 business days.
Partially Refunded
A portion of your refund has been processed, typically for multiple-item orders.
Keep track of the amount refunded, and ensure the remaining balance is addressed.
Completed
All aspects of the refund process are completed.
You can consider the refund concluded, and no further action is needed.
Canceled
Your refund request has been canceled, either at your request or due to invalid criteria.
If you believe this is an error, please contact customer support.
Real User Scenarios: When and How Refunds Were Successfully Claimed
At Terros, users often need clarification or assistance with their subscriptions and account management. Below are some realistic scenarios where users successfully claimed refunds:
Subscription Plan Change: A user decided to upgrade their subscription from a basic to a premium plan mid-month. After realizing that they didn’t need the premium features immediately, they reached out to Terros support. The team promptly facilitated a refund for the unused portion of their premium subscription.
Accidental Charge for Free Trial: A customer was excited to try out a new service offered by Terros but unintentionally selected a paid plan instead of the free trial. Upon contacting customer service to explain the mishap, they received a full refund, allowing them to start fresh with the correct free trial.
Service Interruption Credit: When Terros experienced a brief service interruption that affected users’ access, one client reached out to inquire about potential credits for the inconvenience. The customer service team acknowledged the issue and promptly credited their account for the downtime period.
Billing Clarity for Add-Ons: A user noticed an unexpected charge for a recent add-on but couldn’t recall authorizing it. After discussing their account details with Terros’ support, it was clarified that the add-on had been auto-renewed. The user requested a refund for the add-on, which was granted as a courtesy, reflecting Terros’ commitment to customer satisfaction.
The Easiest Way to Get a Terros Refund
If you're frustrated trying to get a refund from Terros—or if you didn't even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or card account, and we'll take care of the rest.
How to Track Your Refund Status Efficiently
Tracking your refund status with Terros is streamlined and straightforward. Follow these specific steps to stay informed about your refund progress efficiently.
Email Notifications: Keep an eye on your email inbox for updates from Terros regarding your refund. Look for emails titled "Refund Update" which will provide key information about your refund status, including approval and processing timelines.
Account Dashboard: Log into your Terros account and navigate to the Order History section. Here, you can find detailed information about your refund requests alongside their current status, including dates and amounts refunded.
Mobile App Notifications: If you have the Terros mobile app, enable notifications to receive real-time updates on your refund status. Messages will alert you as your refund progresses through different stages.
Billing Section Insights: Visit the Billing section in your Terros account settings. This area provides a comprehensive overview of all transactions, including pending and completed refunds.
Support Chat Feature: Utilize the support chat feature available on the Terros website for any inquiries about your refund status. Customer support can provide specific updates and answer questions in real time.
FAQ
Unfortunately, if you forget to cancel your subscription before the renewal date, we are unable to process a refund for that billing cycle. We recommend checking your account settings regularly to manage your subscription effectively and avoid unintentional charges.
Refund processing times can vary depending on your bank or financial institution. Typically, you can expect the refund to appear in your account within 5 to 7 business days after it has been processed. Please check with your bank for specific details regarding their processing times.
If you see a charge but do not have an active subscription, please check if you have any previous trial memberships or other services linked to your account. To resolve this, contact Terros customer support with your account details and the charge information, and they will assist you in reviewing the transaction.
If you are unable to receive a refund directly from Terros, consider reaching out to their customer service team once more for further assistance. You may also explore the option of escalating your issue within their support system to gain additional insights. Additionally, reviewing your account details may provide further clarity regarding your request.
If Terros refuses to issue a refund, you may want to review their refund policy for any specific guidelines or conditions. Additionally, consider reaching out to their customer support team again to discuss your concerns or to gather more information about the decision. It's also helpful to check your account details to ensure all information is accurate and up to date.
Chargeback and the Chargeback trademarks used herein are trademarks or registered trademarks of Chargeback and its affiliates. The use of any other trade name, copyright, or trademark is for identification and reference purposes only and does not imply any association with the copyright or trademark holder of their product or brand. Other product and company names mentioned herein are the property of their respective owners.
¹ Total savings is calculated based on internal annualized estimates of savings for customers. ² Average requests times may vary depending on volume of requests
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