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Felt mislead by Quest+ Subscription, asking for a refund

Angom
Explorer

I recently purchased the Quest+ annual subscription for my Quest 2 VR headset, with the understanding that I could redeem 2 games for my Quest Library every month. However, upon closer examination after purchasing, I discovered that the terms regarding game access after the subscription period were not adequately communicated on the purchase subscription page.

Specifically, it was not clear that the access to the redeemed games would be lost once the subscription expires, even if the games had been redeemed during the subscription period. This has left me feeling misled by the store subscription page, as I had assumed that the games I redeemed would remain accessible in my library beyond the subscription duration.

I haven't even downloaded or played any of the subscription games, and I believe this misunderstanding could have been avoided if the terms were clearer during the purchase process.

I believe a refund would be a fair resolution to this situation, considering the lack of clarity regarding the game access and the fact that I haven't utilized any of the subscription benefits. I would like to kindly request assistance in soliciting a refund for the subscription. 

Thanks,
Angom

1 ACCEPTED SOLUTION

Accepted Solutions

Hi there @Angom, we see you need some clarity about our Meta Quest+ subscription. We know not having the full information can be inconvenient, but we're here and would love to provide you all of the information we can on the Meta Quest+ subscription!

 

Like @user_901925786032222 said, you can find all of the information for the subscription on our public facing article: Meta Quest+ (FAQs at the bottom of the page).

 

The FAQ has the following information: "Once you are no longer a paying Meta Quest+ subscriber, you will lose access to all previously redeemed Meta Quest+ titles and not be able to redeem anymore titles. When you resubscribe, you will regain access to all previously redeemed Meta Quest+ titles and the titles that are currently available for as long as you are a subscriber. Please see our Terms & Conditions for more information."

 

We also want to inform you that there are no refunds associated with either monthly or annual subscription terminations. Cancellations for annual subscriptions work the same way monthly subscriptions (no refunds, access through the end of the term). The difference is, annual subscribers will continue to be able to redeem new titles each month until their subscription expires.

 

We hope this information was insightful. If you have any other concerns, please don't hesitate to reach out to us again!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

View solution in original post

8 REPLIES 8

I think it would be a stretch to say you were misled. From the Quest + page , frequently asked questions section:

What happens if I unsubscribe or resubscribe?
Once you are no longer a paying Meta Quest+ subscriber, you will lose access to all previously redeemed Meta Quest+ titles and not be able to redeem any more titles. When you resubscribe, you will regain access to all previously redeemed Meta Quest+ titles and the titles that are currently available for as long as you are a subscriber. Please see our Terms & Conditions for more information.
 
Perhaps it would be more accurate to say you didn't inform yourself properly?

In the region where I current am (Brazil) the term of "redeeming" a product from a subscription usually means the access to the redeemed product would be granted for the end-user at anytime, even after subscription expires.

Plus, as per our current consumer laws, we can request cancellation and refund of any online subscriptions in a 7-day period, since where I created this transaction was from Brazil, and Meta has subsidiaries and is also established in Brazil, Brazil consumer laws should apply.

Hi there @Angom, we see you need some clarity about our Meta Quest+ subscription. We know not having the full information can be inconvenient, but we're here and would love to provide you all of the information we can on the Meta Quest+ subscription!

 

Like @user_901925786032222 said, you can find all of the information for the subscription on our public facing article: Meta Quest+ (FAQs at the bottom of the page).

 

The FAQ has the following information: "Once you are no longer a paying Meta Quest+ subscriber, you will lose access to all previously redeemed Meta Quest+ titles and not be able to redeem anymore titles. When you resubscribe, you will regain access to all previously redeemed Meta Quest+ titles and the titles that are currently available for as long as you are a subscriber. Please see our Terms & Conditions for more information."

 

We also want to inform you that there are no refunds associated with either monthly or annual subscription terminations. Cancellations for annual subscriptions work the same way monthly subscriptions (no refunds, access through the end of the term). The difference is, annual subscribers will continue to be able to redeem new titles each month until their subscription expires.

 

We hope this information was insightful. If you have any other concerns, please don't hesitate to reach out to us again!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

This was not clear on the VR Headset when subscribing. The whole concept of "Redeem" something is to gain possession of (something) in exchange for payment. That's how I was lead into believing that I would keep the games I redeem while the subscription is on.

Like you said, the FAQs is at the bottom of the page hidden in small print while the "Subscribe Now" is a big blue button at the very top of the page, this could lead to anyone to be confused.

I've opened a claim about that on the PROCON-SP (Brazil's customer defense agency) against Facebook Brasil, since the purchase was from Brazil, i should be covered under Brazilian law, under The Right of Regret Article 49 of Statute 8.078/90 of the Brazilian Consumer Defense Code (CDC)

Yep it honestly felt like a scam. Hence I cancelled my subscription immediately after finding out it's how it works. They should just follow how Xbox does it if that's the case, don't just give us 2 games every month, give us access to more games so we can decide which ones we want to purchase, maybe get discounts from them too while we're subscribed.

I would love to have something similar, though you have to keep in mind that VR is relatively new. Compare the years of 3D video-games, and video-games in general to VR.

This gaming platform as a whole is relatively new, but it can always be improved! I'd make an Ideas Post about this, hopefully a lot more companies dive into the world of VR and we could have hundreds of games with a subscription model.

In the time of your life, live - so that in that wondrous time you shall not add to the misery and sorrow of the world, but shall smile to the infinite delight and mystery of it.

P.S., I can beat you at One Piece TCG and Tekken

SJJackieboi
Honored Guest

Anagom, 

I tend to agree. I am a contract law specialist and I held a similar first read interpretation before purchasing and then when time permitted and item was received, my review established as you had that the games in the 'free' 6 month period were just trialling the subscription.

Then meta quest provided an unclear response so I still don't know what will happen at end of 6 months as it appears that the 6 month free period classifies us as non paying subscriber under different set of renewal procedures which don't include maintaining access to games chosen in this period. If meta quest could confirm this point it would be helpful. 

Additionally, to latch onto your thread I would like to know if all the games showing zero dollars for redemption can be redeemed or if there is a two game limit to redeem games (inclusive of recommended 2 suggested) or can I try them all if they are 'free' (zero dollars). 

 

Hey there @SJJackieboi! Welcome to the forums! If you ever have any questions about VR, feel free to ask me anytime. Based on my personal experience, I can confirm that once the 6-month free trial of Quest + ends, you will lose access to the games. However, if you decide to sign up, you'll regain access to all the games you previously claimed. This flexibility allows you to cancel your subscription for a few months and still have access to the games you claimed when you come back. Just keep in mind that you won't have access to the games released during the months you weren't subscribed. Now, when it comes to the other free games you are seeing in the store you'll need to read the description to see if it's just a free trial or one of the many free games available in the store, like Population one or Gorilla Tag. Let me know if you have anymore questions!

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