SuperGrok Subscription Refund Denied After Feature Failure
On January 18, 2026, I purchased a SuperGrok subscription for the Grok mobile app from xAI for $38 USD. I chose this subscription for business purposes, specifically to use the image generation (Imagine) feature. However, after the purchase, this feature did not function properly for days. Most of the time, I encountered a dark or blank screen, or the generated images were completely unrelated to my prompts, which disrupted my work.
Due to these issues, I sent a total of five emails requesting a refund within my 14-day right of withdrawal period. Only my first email received a response. In that reply, without properly evaluating my complaint, I was sent a standard message stating that all payments are non-refundable. None of my subsequent emails were answered. The message I received stated: “Please note that ALL payments are non-refundable, except where required by law.”
Under Turkey’s Consumer Protection Law No. 6502, I am aware that consumers have the right to withdraw and request a refund in cases of defective service. The fact that the service was partially improved later does not eliminate the defective service I experienced in the first days or my legal right to withdraw. The lack of response to my refund request and the apparent delay tactics have caused me hardship, and I believe the company is effectively preventing me from exercising my legal rights.
Due to the defective service, I request that my subscription be canceled and that the $38 USD I paid be refunded to me in full.
Update: After the issue I experienced, the refund process was resolved through Google Play and the bank, and the money reached me. In my case, the process went as follows: First, I sent a refund request to the company via email, but I did not get a clear solution. Then I created a refund request through the "Report a problem" section on Google Play. At the same time, I initiated a chargeback with my bank. After these steps, the purchase was cancelled and the refund was credited to my account. For others experiencing similar problems, I recommend not only contacting the company but also starting the process through Google Play and the bank. Making the process visible on the Şikayetvar platform was also helpful. Thank you.
