Adobe was trending on Twitter after a user complained about an unusually high cancellation fee for his subscription to the service. AFP
Adobe was trending on Twitter after a user complained about an unusually high cancellation fee for his subscription to the service. AFP
Adobe was trending on Twitter after a user complained about an unusually high cancellation fee for his subscription to the service. AFP
Adobe was trending on Twitter after a user complained about an unusually high cancellation fee for his subscription to the service. AFP

Why is Adobe trending on Twitter? Software company facing cancellation fee backlash


Evelyn Lau
  • English
  • Arabic

American software company Adobe is trending on Twitter after a user shared his frustration over an unusually high cancellation fee when trying to cancel his subscription to the platform.

The user shared a screenshot that showed he was being charged a cancellation fee of A$291.45 ($222) for ending his subscription early. The tweet drew a lot of attention with others users also claiming to feel trapped with such an expensive fee.

However, this isn't the first instance where someone has taken to Twitter to express their distain over the difficult process. Last year a woman named Tanya Janca also shared her experiences while trying to cancel her monthly subscription to Adobe Acrobat Pro.

She had been charged $119 through a $14.99 a month subscription after not realising she had been on an auto-renewal system. When she tried to cancel after only having used the service once, she was told she would have to pay $30. She says when she tried to cancel the automatic renewal, there was no online option to do so.

Instead, she chatted with customer service, where she was told  that her only option was to pay to end her subscription early or wait until her subscription period officially ended and then cancel.

Instead, Janca took to Twitter where she complained to her 32,000-plus followers about what had transpired. Her tweet was noticed by someone at Adobe and she got her subscription cancelled without having to incur a fee.

"This solves this for me personally, but not other users," she tweeted after the issue was resolved.

Is Adobe’s subscription cancellation fee legal?

Despite the high fee for early cancellation, some users have pointed out that it is actually mentioned in Adobe’s terms of service agreement when a user agrees to purchase a subscription.

Under the “cancellation terms” on Adobe's website, they state that a user is free to cancel their subscription anytime via the Adobe Account page or by contacting Customer Support and a full refund will be process if it's within a two-week window.

“If you cancel within 14 days of your initial order, you’ll be fully refunded. Should you cancel after 14 days, your payment is non-refundable, and your service will continue until the end of that month’s billing period,” states the Adobe website.

However, it's the annual contract that seems to be causing the most backlash as it they appear to have the highest fees. Under an annual subscription that's paid monthly, Adobe states that if a user cancels within 14 days of their initial order, they will be fully refunded.

However, if they try to cancel after that period, they’ll be charged a lump sum amount of 50 per cent of their remaining contract obligation and that the subscription will continue under the end of that month’s billing period.

For those who pre-pay for the entire year, the same terms apply within the 14-day window. But it is stated that if a user wants to cancel after that time frame, “payment is non-refundable and your service will continue until the end of your contracted term.”

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Director: Maggie Gyllenhaal

Starring: Olivia Colman, Jessie Buckley, Dakota Johnson

Rating: 4/5

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Terence Blanchard: very political - a lot of jazz musicians are making protest music right now.

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MATCH INFO

Uefa Champions League semi-final, first leg
Bayern Munich v Real Madrid

When: April 25, 10.45pm kick-off (UAE)
Where: Allianz Arena, Munich
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Second leg: May 1, Santiago Bernabeu, Madrid

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If you go...

Fly from Dubai or Abu Dhabi to Chiang Mai in Thailand, via Bangkok, before taking a five-hour bus ride across the Laos border to Huay Xai. The land border crossing at Huay Xai is a well-trodden route, meaning entry is swift, though travellers should be aware of visa requirements for both countries.

Flights from Dubai start at Dh4,000 return with Emirates, while Etihad flights from Abu Dhabi start at Dh2,000. Local buses can be booked in Chiang Mai from around Dh50

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Power: 247hp at 6,500rpm

Torque: 370Nm from 1,500-3,500rpm

Transmission: 10-speed auto

Fuel consumption: 7.8L/100km

Price: from Dh94,900

On sale: now

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The insured employee may still file an ILOE claim even if a labour dispute is ongoing post termination, but the insurer may suspend or reject payment, until the courts resolve the dispute, especially if the reason for termination is contested. The outcome of the labour court proceedings can directly affect eligibility.


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Engine: Duel electric motors
Power: 659hp
Torque: 1075Nm
On sale: Available for pre-order now
Price: On request

Company profile

Name:​ One Good Thing ​

Founders:​ Bridgett Lau and Micheal Cooke​

Based in:​ Dubai​​ 

Sector:​ e-commerce​

Size: 5​ employees

Stage: ​Looking for seed funding

Investors:​ ​Self-funded and seeking external investors