Requesting refunds in active accounts

Note: Only Ads users with payment profile admin access can request a refund. If you don't have admin access to the payment profile, you won't find “Request refund” in your Billing Summary. Users with Standard access should contact an Admin user to request a refund.

As of May 2024, some customers may be eligible to request refunds without the need to cancel their Google Ads account. This feature is not available for customers in Mexico, Brazil, Argentina, Russia, Ukraine, India, South Korea, China, and Taiwan.

How to request a refund for your active account

If you have a balance eligible for a refund, you can request a refund of account credit. To do so:

Go to Summary within the Billing menu
Navigate to the current month section and select Request refund. The request refund steps will show you the amount of refund you are eligible for.
Select the payment you’d like to refund and the payment method to receive the refund.

After you submit the refund request, Google will process the refund to your chosen payment method and email you with status updates. You can also go to the Summary page to check the details and status of your refund.

Note:

The amount of your refund may sometimes be less than the amount in your account balance.
It takes up to 2 weeks for Google to process a refund and additional time for your credit card company or bank to process the refund.

Reasons a refund may be unavailable

Google doesn't offer refunds in the following cases:

You have credits left in your account from a promotional offer.
You have an outstanding balance that you still need to pay.
Your expected spend during the refund processing time is greater than the amount left in your account balance.

Frequently asked questions

How do I check if my account has a balance left?

To check the credit in your account or an outstanding balance that needs to be paid, follow these steps:

Go to Summarywithin the Billing menu .
If you have credit, it will be shown in the current month’s balance as:
1. “You have a credit” for customers on automatic payments.
2. “Available funds” for customers on manual payments.

Why am I only being offered a partial refund of my account balance?

Your account may incur additional charges while Google processes your refund. Partial refunds take the processing time and potential charges into consideration to ensure your campaigns continue running smoothly while the refund is processed.

How long does it usually take to get a refund?

Refunds typically take up to 2 weeks for us to process, and it can take an additional 10 business days for your bank or credit card company to credit the refund to your account.

What if it takes longer?

If you've waited longer than 4 weeks, contact us.

Can I cancel my refund request?

You can't cancel your refund request if you’ve made a refund request in the "Billing Summary" page.

How do I cancel my account and request a refund?

To cancel your Google Ads account:

Go to Preferences within the Admin menu .
Open the Account Status section.
Click Cancel my account.
- Reminder: Only users with Admin access can cancel their accounts to request a refund.
After you give your confirmation, your account status will change to "Canceled."

Read our article about canceling your account for more information.

If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.

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