Charged after cancelling a subscription? What to do

You cancelled your subscription, but your banking app still shows a new payment. It's unpleasant, but it can often be sorted out. Here's what to do, in order.

Information checked on 2026-09-26.

This isn't legal advice. Here we describe general consumer rights in Lithuania in plain words. The rules may differ in other countries. In a complicated case, talk to VVTAT or a lawyer.

If you live outside Lithuania, contact your own national consumer authority; in the EU, the European Consumer Centres Network (ECC-Net) can also help with disputes with a seller in another EU country.

1. Find out where you bought it, and whether the subscription is really cancelled

First, work out who took the money. On your bank statement you'll usually see Apple, Google or the name of the app or its company.

  • App Store (iPhone): check Settings → your name → Subscriptions.
  • Google Play (Android): Google Play → profile → Payments & subscriptions → Subscriptions.
  • Website: log in to your account and look through the purchase and cancellation emails.

Take screenshots: the subscription status, the cancellation confirmation, the emails and the bank statement showing the amount taken. If the subscription is still active, cancel it first. We explain how in our cancellation guide.

2. Ask for a refund in writing

Write in writing (by email or through a support form), so there's a record. Say when you cancelled, how much was taken and when, and state clearly what you're asking for.

  • Bought on a website: write to the seller – you'll find the email address in the terms or in your purchase email.
  • Bought through the App Store: you can ask for a refund through Apple's page reportaproblem.apple.com.
  • Bought through Google Play: you can ask for a refund through your Google Play order history or the Google Play help page.

The platforms decide according to their own rules, so you can write both to them and to the developer.

Example complaint

Subject: Complaint about a payment taken after cancelling my subscription

Hello,

On [date] I cancelled my subscription linked to the email address [your email]. Despite this, on [date], €[amount] was taken from my card ending in [XXXX].

Please refund €[amount] to the same payment method and confirm that the subscription is cancelled and that there will be no further payments. I attach the cancellation confirmation and my bank statement.

Please reply within 14 days. If I don't receive a reply, or my request is refused, I will contact the State Consumer Rights Protection Authority.

Kind regards,
[first name, surname]

3. Your rights in plain words

  • The 14-day right to withdraw. You can usually withdraw from a contract made online within 14 days, without giving a reason. For digital content, you only lose this right when you clearly agreed to get the content straight away and confirmed that you know you're losing this right. If, at your request, the service has already started, the seller can ask you to pay for the part already provided.
  • Unfair terms. Contract terms that unreasonably harm the consumer's interests are not binding on the consumer. Whether a particular term is unfair is ultimately decided by VVTAT or a court.
  • 14 days to reply. In Lithuania, a seller or service provider must reply to a consumer's complaint within 14 days of receiving it.

4. No reply, or a refusal? Contact VVTAT

If you haven't had a reply within 14 days, or the seller has refused, you can contact the State Consumer Rights Protection Authority (VVTAT), Lithuania's consumer rights authority, free of charge. It resolves disputes between consumers and sellers out of court. You must apply no later than one year after contacting the seller. Attach your complaint, the seller's reply (if there was one) and all your evidence. You'll find the application form and the exact procedure on the VVTAT website.

5. Paid by card? Talk to your bank

In some cases your bank can dispute the payment (a chargeback), for example when the service was cancelled but the money was still taken. Every bank has its own deadlines and procedure, so contact yours as soon as possible and ask. If the payments keep happening, ask whether your bank can block them. If necessary, your bank can also replace your card.

6. How to protect yourself next time

  • A virtual card. Many banks let you create a separate virtual card with a limit. It's easy to freeze if something isn't right.
  • A calendar reminder a few days before the next payment, especially if the terms have a “cancel X hours before” condition.
  • Evidence straight away. As soon as you've cancelled a subscription, take a screenshot and keep the confirmation email.
  • Check before you buy. Our checklist will help you spot complicated conditions before you pay.
The Dumpli promise. When we start selling Dumpli Plus, we'll send you a reminder with the amount and date before every payment, and you'll be able to cancel in one tap, with no “48 hours before” deadlines. All our promises →

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Frequently asked questions

How long does the seller have to reply to a complaint?

In Lithuania, a seller or service provider must reply to a consumer's request or complaint within 14 days of receiving it. If they don't reply or refuse, you can contact VVTAT, Lithuania's consumer rights authority.

Does it cost anything to contact VVTAT?

No. Out-of-court resolution of consumer disputes at the State Consumer Rights Protection Authority (VVTAT) is free. You must apply no later than one year after contacting the seller.

Can my bank refund money I paid by card?

In some cases, yes: your bank can start a chargeback (disputing the payment). Every bank has its own deadlines and procedure, so contact yours as soon as possible and ask.

I paid through the App Store or Google Play. Who should I write to?

You can ask the platforms for a refund directly: Apple through reportaproblem.apple.com, and Google Play through your order history or the Google Play help page. You can also write to the app's developer at the same time.

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