| Information |
Why it matters |
| Account email |
Locates the Course Hero account |
| Purchase channel |
Separates website, Apple, and Google Play billing |
| Charge date and amount |
Supports billing review |
| Cancellation confirmation |
Supports charged-after-cancel complaints |
| Purchase date |
Matters for refund guarantee windows |
| Unlock count |
Matters for refund eligibility |
| Tutor question count |
Matters for refund eligibility |
| Document URL |
Supports access complaints |
| Question ID |
Supports tutor question billing cases |
| App-store receipt |
Supports Apple or Google Play billing |
| Support ticket |
Supports escalation |
For refund complaints, lead with purchase date, usage count, and purchase channel. For cancellation complaints, lead with confirmation proof.
Cancellation and Recurring Billing Complaints
Course Hero says customers can cancel a website recurring subscription at any time to stop further charges. The cancellation steps are to log in, open Settings from the profile picture, click Stop Recurring Membership, and confirm cancellation. Course Hero says cancellation does not automatically refund new or recent recurring charges.
Use this table:
| Billing issue |
Complaint focus |
| Need to cancel website subscription |
Ask for cancellation confirmation |
| Charged after cancellation |
Provide confirmation email and charge date |
| App-store subscription active |
Use Apple or Google Play cancellation |
| Unknown charge |
Provide possible emails and charge descriptor |
| Duplicate charge |
Provide both charges and account email |
| Premium access after cancellation |
Ask when Basic membership resumes |
| Could not cancel online |
Send screenshots and request manual help |
Ask Course Hero to confirm that recurring billing is stopped and that no future charges are scheduled.
Refund and Money Back Guarantee Complaints
Course Hero says refund eligibility can be checked by contacting support. Its Money Back Guarantee lists detailed eligibility limits. For a standard subscription purchase, the request must be within 30 days, the customer must not have already received a guarantee refund, and if applicable must not have used more than 5 subscription unlocks or asked more than 1 subscription tutor question. For introductory trial purchases, the request must be within 3 days, with no more than 3 subscription unlocks and no more than 1 subscription tutor question.
Use this table:
| Refund issue |
Evidence |
| Standard subscription refund |
Purchase date, unlock count, tutor question count |
| Intro trial refund |
Purchase date, unlock count, tutor question count |
| Charged after cancellation |
Cancellation confirmation and charge date |
| App-store purchase |
Apple or Google receipt |
| Access never worked |
Screenshots and support request date |
| Duplicate charge |
Both charge records and account email |
A realistic refund complaint should ask Course Hero to apply the Money Back Guarantee criteria and respond in writing.
App-Store Billing Complaints
Course Hero says iTunes/Apple subscriptions must be canceled through the iTunes account and Google Play subscriptions must be canceled through Google Play. It says customers should contact Apple or Google Play directly for billing questions about those subscriptions.
Use this table:
| App-store issue |
Start here |
| Need to cancel Apple subscription |
Apple subscriptions |
| Need Apple refund |
Apple refund request |
| Need to cancel Google Play subscription |
Google Play subscriptions |
| Need Google Play refund |
Google Play refund request |
| Course Hero access missing after app purchase |
Course Hero support with receipt |
| Wrong Course Hero account linked |
Course Hero support with app-store receipt |
If the app store billed the account, send billing and refund questions to that app store first, then contact Course Hero for account access issues.
Unlocks, Tutor Questions, and Access Complaints
Course Hero refund eligibility can depend on usage, including unlocks and tutor questions. Access complaints should document exactly what did not work so the case is not treated as ordinary usage.
Use this table:
| Access issue |
What to include |
| Document would not open |
Document URL, screenshot, unlock status |
| Wrong or unreadable document |
Document URL and screenshot |
| Unlock count seems wrong |
Account screenshot and document list |
| Tutor question charge |
Question ID, charge, status |
| Pending authorization |
Question ID and card authorization |
| Account reverted too early |
Cancellation date and access screenshot |
Ask support whether the issue counts as an unlock, whether the document can be restored, and whether refund eligibility is affected.
Account Closure, Removal, and Privacy Requests
Course Hero's cancellation help links to account closure and removal from the site. Account closure is different from canceling recurring billing. Customers should first cancel billing and save refund evidence before closing or deleting the account.
Use this table:
| Request |
What to include |
| Close account |
Account email and billing status |
| Remove uploaded content |
Content URLs and ownership context |
| Privacy access request |
Account email and request scope |
| Delete personal data |
Account email and active subscription status |
| Copyright or takedown issue |
Content URL and rights details |
| Account security concern |
Date noticed and suspicious activity |
If the complaint involves document removal or academic integrity, keep the request factual and attach URLs.
When to Escalate Beyond Course Hero
| Situation |
Escalation path |
Notes |
| Apple billed the subscription |
Apple support |
Include Apple receipt |
| Google Play billed the subscription |
Google Play support |
Include Google order ID |
| Charged after website cancellation |
Course Hero support, then payment issuer if appropriate |
Include cancellation email |
| Refund guarantee denied |
Course Hero support follow-up |
Include purchase date and usage counts |
| Document access still broken |
Course Hero support follow-up |
Include URLs and screenshots |
| Privacy request unresolved |
Course Hero privacy route, then applicable authority |
Include request date and account email |
Escalation is strongest when it proves the purchase channel and fits Course Hero's published refund criteria.
What to Say in a Course Hero Complaint
Use this script:
"I need Course Hero to review a complaint for account [email]. The issue is [recurring subscription billing, cancellation, refund request, money-back guarantee claim, Apple billing, Google Play billing, unlock issue, tutor question charge, document access, duplicate charge, pending authorization, account closure, privacy request, or support delay]. The purchase channel is [Course Hero website, Apple, Google Play, or unknown]. The relevant details are [purchase date, charge date, amount, cancellation confirmation, unlock count, tutor question count, document URL, question ID, app-store receipt, screenshot, or support ticket]. I am requesting [cancellation confirmation, future-billing stop confirmation, refund review, guarantee eligibility decision, access help, account closure, privacy response, or written policy explanation]. Please confirm the outcome in writing."
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