I cancelled my trial but I have still been charged — what now?

Go straight for the refund — a charge you did not want from a trial you meant to cancel is exactly the case the store refund routes exist for, and we treat first-period refund requests generously rather than interrogating them.

Getting the money back

On iPhone: all billing runs through Apple, so the refund does too. Visit reportaproblem.apple.com, sign in with your Apple Account, choose Request a refund and select the Buildsnapper charge. Apple makes the decision, usually within 48 hours. We genuinely cannot see your card or issue App Store refunds ourselves — but if Apple refuses and you think that is unfair, ask us through the support page and we will see what we can do from our side.

On Android: if the charge is recent, use Google Play's own flow — play.google.com/store/account, Order history, Request a refund. Outside Google's self-serve window, ask us through the support page with the charge date: on Android we can issue refunds directly from our side, and a good-faith request in your first subscription period will simply be refunded.

Why it can happen even though you "cancelled"

Three patterns cover almost every case:

• The cancellation happened after the trial converted. The trial is 14 days; the store charges the moment it ends. Cancelling on day 15 stops the next renewal but not the charge already made — hence the refund route above.
• The cancellation never reached the store. Removing the app from your phone, signing out, or deleting your Buildsnapper account does not cancel a store subscription — only the store's own subscription page does that. Check the current status: on iPhone under Settings, your name, Subscriptions; on Android under Play Store, Payments and subscriptions, Subscriptions. If it still shows active, cancel it there now, or the same thing happens next period.
• A different account subscribed. Store subscriptions belong to the Apple or Google account on the device, so a family member's account or a second profile can hold the subscription you thought you cancelled. The store's subscription page for each account settles it.

Afterwards

Once the refund is in and the subscription state is what you intended, nothing else is needed. If the cancellation path genuinely misled you, tell us where — if you missed it, others are missing it, and we would rather fix the wording than process the same refund twice.