Cancellation Mozilla: Step-by-Step Guide

What is Mozilla

Overview

Mozilla is the organisation behind Firefox and related privacy and security services, including Mozilla VPN. It provides subscription services to add privacy protections and device coverage.

Service model

Subscriptions are managed either directly through Mozilla's website or via app stores (Apple App Store or Google Play). Terms for subscriptions and cancellations are set in Mozilla's Subscription Services terms.

How to cancel Mozilla

Cancel a web (Mozilla website) subscription

• Log into your Mozilla account at Mozilla's site.
• Go to "Subscriptions & Payments" in your account settings.
• Click "Cancel" next to the subscription you want to stop, or use the "Cancel Subscription" link in any billing email you received.

Cancel an App Store or Google Play subscription

• Open the Apple App Store or Google Play Store on the device you used to subscribe.
• Go to the store’s subscriptions management interface and cancel from there.
• Mozilla does not process in-app cancellations; you must use the store that billed you.

What happens when you cancel

Auto-renewal and access

When you cancel a subscription purchased on the web, auto-renewal stops immediately. You retain access to paid features until the end of your current billing cycle.

Account and data

Your Mozilla account remains active unless you choose to delete it. Data handling and retention follow Mozilla's policies and the Subscription Services terms.

Will I get a refund?

Web subscriptions (Mozilla website)

• Mozilla offers a 30-day refund for first-time web subscriptions if you cancel within the first 30 days of the subscription term.
• This 30-day offer is separate from any legal consumer rights you may have.

App Store and Google Play purchases

• Refunds for purchases made through the Apple App Store or Google Play Store are handled by Apple or Google under their policies.
• If you need a refund for an in-app purchase, follow the refund process of the store that billed you.

Mozilla plans and pricing

Current plans

Below are the pricing items available in the verified data. Actual charges in SGD will depend on exchange rates and any store-specific pricing.

Notes on regional pricing

No official Singapore-specific prices were found in the verified sources. App stores may apply regional pricing and fees.

Your consumer rights in Singapore

General rights

Mozilla states its 30-day web refund offer is in addition to any applicable consumer rights and does not affect your legal rights under Singapore law.

App store purchases

For purchases via Apple or Google, your rights (such as refunds for defective service) are governed by Apple or Google’s terms and the consumer protections that apply in Singapore.

Customer experiences

Positive feedback

• Some users praise Mozilla support as "simply superb" and express long-standing appreciation for Firefox and Mozilla Foundation work.

Negative feedback

• Reported issues include VPN problems on macOS with allegedly slow or absent support despite a 30-day money-back guarantee.
• Complaints also mention difficulties with account recovery when two-factor issues arise, and frustration over repetitive donation emails.

Documentation checklist

What to gather before you cancel

• Account email associated with the subscription.
• Order number or transaction ID from your billing email or receipt.
• Date of purchase and the billing cycle details.

Optional supporting items

• Screenshot of billing or subscription page (if available).
• Any correspondence with Mozilla or the app store about the issue or refund request.

Common mistakes

Canceling in the wrong place

Many users try to cancel via Mozilla when the subscription was billed through the App Store or Google Play. If you subscribed through a store, you must cancel there.

Expecting immediate access loss or instant refunds

Some users expect service to stop immediately after cancelling; web subscriptions continue until the end of the paid billing cycle. Refunds (where applicable) follow the refund rules and may take time.

Comparative recap

Quick comparison

The table below summarizes the main differences between web-managed subscriptions and store-managed subscriptions.

Key takeaway

If you want Mozilla to process a cancellation or refund directly, purchase on the web. For in-app purchases, use the store that billed you.

After cancelling

Follow-up actions

Keep a copy of your cancellation confirmation email or screenshot of the cancelled subscription status for your records.

Where to find official terms

Refer to Mozilla's Subscription Services terms for full details on cancellations, refunds, and obligations:

Mozilla Subscription Services terms

Address

Mailing address for notices

Mozilla Corporation, Attn: Mozilla - Legal Notices, 149 New Montgomery Street, 4th Floor, San Francisco, CA 94105

Use for formal correspondence

If you prefer to send a written cancellation or legal notice by post, use the address above and include your account details and proof of purchase.