Lists of frequently asked questions
How can I get refunded for a license I have paid for?
- If you have a payment receipt email from Google Play, open it and click on the link in the phrase "Have a question? Contact the seller Doctor Web, Ltd.". A Google Play support request form will be loaded. On the request page, select the option "I'd like to request a refund/return the item" and send the refund request. A Doctor Web employee will process your request, and you will get a refund.
- If the purchase receipt is lost request a refund through the support request form at Doctor Web's site or in My Dr.Web Portal. Specify your order number and Gmail address.
In both cases, you will receive a refund confirmation from Google Play.
Important! The time frame for a refund depends only on how fast your bank processes such requests! If the money is not returned to your account within 2-3 days of receiving a confirmation from Google Play, contact your bank. Doctor Web cannot influence bank policies or expedite refunds. Our refund liabilities to our users are met after you receive a refund confirmation from Google Play.