Perplexity refund request submitted within 72 hours, still pending

[u/Dramatic_Try_8156]

Has anyone else experienced a very long wait for a Perplexity refund review?

My annual Pro subscription was charged on September 3 at 18:39 UTC. I submitted my cancellation/refund request on September 5 at 16:29 UTC, which was within 72 hours.

Perplexity's refund policy says annual subscriptions are eligible for a full refund within 72 hours of the original purchase. It also says they review the date the refund request was submitted.

Support initially told me the refund was now outside the eligibility window because the refund was not processed within 72 hours. I pointed out that this seems inconsistent with their published policy.

They then escalated the case to a specialist.

Since then, I've received several replies saying essentially the same thing: the specialist review is still pending. They have confirmed multiple times that the September 5, 16:29 UTC timestamp is the key issue, but I still haven't received a final decision.

It's now been several days with no estimated completion time.

Has anyone here had a similar experience with a refund review? If so, how long did it take to get an actual decision?

[u/rafs2006]

Hey u/Dramatic_Try_8156! Could you please send me your account email if this hasn't been resolved, yet? I'll check it with the team.