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Lists of frequently asked questions

  • If you have a payment receipt email from Google Play, open it and click on the link in the phrase "Have a question? Contact Doctor Web seller". 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 you lost the purchase receipt, request a refund through the support request form on Doctor Web's site or in My Dr.Web Portal. Specify the Google Play order number (GPA -...) and the Google account address (@ used to make the purchase.

In both cases, you will receive a refund confirmation from Google Play.

Important! The time frame for a refund solely depends on how fast your bank processes such requests. If the money is not returned to your account within 2-3 days after you receive the confirmation from Google Play, contact your bank. Doctor Web cannot influence bank policies or expedite refunds. Our refund liabilities to our users are met once the refund confirmation is received from Google Play.


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