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OOO Google (Google Russia) filed for bankruptcy in Russia in June 2022 and is no longer operating. On 18 October 2023, the bankruptcy court announced the start of the liquidation phase of Google Russia’s bankruptcy proceedings. During this phase, a court-appointed liquidator will manage Google Russia and its liquidation.
These insolvency proceedings are governed by the Insolvency Law of the Russian Federation. More information about these proceedings is available on the court’s website (link) and the official bankruptcy register (link).
How refunds work
You can request a refund of account credit by cancelling your Google Ads account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.
Processing time: Two weeks for Google to process and additional time for your credit card company to process.
Reasons that a refund might not be available
We don't offer refunds in these cases:
- You have money left over in your account from a promotional code.
- Your account is still active.
- You have an outstanding balance that you still need to pay.
Frequently asked questions
How do I check to see if there is balance left in my account?To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:
- In your Google Ads account, click the Billing icon
.
- Click Summary.
- If you have credit, it will be shown in the current month equation as 'You have a credit' for customers on automatic payments or as 'Available funds' for customers on manual payments. If you have an outstanding balance, it will be shown as 'Current balance'.
.To cancel your Google Ads account:
- In your Google Ads account, click the Admin icon
, click Preferences.
- Click the Account status section to expand it.
- Click Cancel my account.
- Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under 'Account status' in your preferences.
, click Your account status will change to 'Cancelled'.
If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.
How refunds work
You can request a refund of account credit by navigating to the Billing Summary page and clicking 'Request refund' in the current month section or by cancelling your Google Ads account. 'Request refund' in the 'Billing Summary' page will only be available if you’re eligible for a refund. If you’re cancelling your account, we'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.
Processing time: Two weeks for Google to process, and additional time for your credit card company or bank to process.
Reasons a refund might not be available
We don't offer refunds in these cases:
- You have money left over in your account from a promotional code.
- You have an outstanding balance that you still need to pay.
Frequently asked questions
How do I check to see if there is balance left in my account?To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:
- In your Google Ads account, click the Billing icon
- Click Summary.
- If you have credit, it will be shown in the current month equation as 'You have a credit' for customers on automatic payments or as 'Available funds' for customers on manual payments. If you have an outstanding balance, it will be shown as 'Current balance'.
Use the following steps to request a refund of any eligible account credit:
- In your Google Ads account, click the Billing icon
- Click Summary.
- Review the current month's section. If you’re eligible, you will see a 'Request a refund' link on the right-hand side of this section.
- Reminder: Only users with admin access can request a refund. If you don't have admin access, you will not be able to complete the refund request.
- Select the payment method(s) and amounts that you want to refund and submit.
- Note: In some cases, you may need to add a new bank account in order to process your refund.
Once submitted, you will see status updates of your refund in the top of your Billing Summary page.
To cancel your Google Ads account:
- In your Google Ads account, click the Admin icon
- Click Preferences.
- Click the Account status section to expand it.
- Click Cancel my account.
- Reminder: Only users with admin access can cancel their accounts to request a refund. If you don't have admin access, you will not see Cancel my account under 'Account status' in your preferences.
Your account status will change to 'Cancelled'.
If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.
You cannot cancel your refund request if you’ve made a refund request from the 'Billing Summary' page.
If you cancelled your account, you can cancel your refund request if we haven't sent you a confirmation email about your refund. Cancel your refund request by reactivating your account.
How refunds work
You can request a refund of account credit by cancelling your Google Ads account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.
Processing time: Refunds take two weeks for Google to process and additional time for your credit card company to process.
- If you paid by bank card, WebMoney (via Assist), Qiwi or Yandex.Money directly from your Google Ads account, the refund will automatically be applied to your card or your WebMoney, Qiwi or Yandex.Money wallet.
- If you paid by money transfer or Yandex.Money via Assist, we'll need your bank account details to process the refund. For technical reasons, we can't refund money back to a Yandex.Money wallet (via Assist). Follow the instructions below to send us details of the bank account that you want the refund sent to.
Reasons that a refund might not be available
We don't offer refunds in these cases:
- You have money left over in your account from a promotional code.
- Your account is still active.
- You have an outstanding balance that you still need to pay.
Frequently asked questions
How do I check to see if there is balance left in my account?To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:
- In your Google Ads account, click the Billing icon
- Click Summary.
- If you have credit, it will be shown in the current month equation as 'You have a credit' for customers on automatic payments or as 'Available funds' for customers on manual payments. If you have an outstanding balance, it will be shown as 'Current balance'.
To cancel your Google Ads account:
- In your Google Ads account, click the Admin icon
- Click Preferences.
- Click the Account status section to expand it.
- Click Cancel my account.
- Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under 'Account status' in your preferences.
Your account status will change to 'Cancelled'.
If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.
If you've waited longer than six weeks, please contact us
Step 1 – To enter your bank account information:
- In your Google Ads account, click the Billing icon
- Click Summary.
- A red banner at the top of the page will indicate you have cancelled your Google Ads account. Click the link to Complete your refund.
- On the following page, enter your bank details (contact your bank for any information that you don't have):
- Bank account holder name (If the account belongs to a private person, enter the full name with surname; if it's a corporate account, enter the full name of the organisation.)
- Bank code (BIC)
- Bank account number
- Beneficiary tax ID (INN)
- Click Save
Step 2 – After entering your information in your Google Ads account, fill in the refund request form and fax it to us. The form can be found on the bank information page from Step 1. Here's how to find and complete it:
- In your Google Ads account, click the Billing icon
- Click Summary.
- In the red banner at the top of the page, click the link to Complete your refund.
- The link will take you to a refund request form. Print the form, fill it in and sign it.
- Fax the form to us at the number provided on the form.
These fax numbers are only for receiving bank information, and our payment processors won't respond to any questions sent with your information.
How refunds work
You can request a refund of account credit by cancelling your Google Ads account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account.
How refunds work
You can request a refund of account credit by canceling your Google Ads account. We'll automatically initiate a refund to your bank account or credit card associated with your Google Ads account. Note that if the payment method in your account can’t be refunded, you may be prompted to change the payment method or complete a form with your bank details to receive the refund.
Processing time: Two weeks for Google to process and additional time for your credit card company to process.
If you paid by money transfer, we'll ask for your bank account details to process the refund. Instructions on how to send us your account information can be found below.
Processing time: Two weeks for Google to process, and additional time for your credit card company to process, according to their own proceedings.
If you paid by money transfer, we'll ask for your bank account details to process the refund. Instructions on how to send us your account information can be found below
Reasons that a refund might be on hold
To protect Google Ads' environment, your refund may be put on hold while your identity is verified. To check if your refund is on hold, visit your Billing summary page and look for an alert (for example, a red banner) requesting you to complete verification.
The information that you submit in the identity verification flow will be reviewed in two days and you will receive an email (sent to the primary payments contact of your account) confirming the result. Upon confirmation of a successful identity verification, your refund will be released immediately.
You can request a refund of account credit by cancelling your Google Ads account. If you made payments by credit card, we'll automatically initiate a refund to the credit card associated with your Google Ads account. If you had the option to pay by bank transfer, bank deposit or cash in Oxxo and 7Eleven shops, we'll need your bank account details to process the refund. Instructions on how to send us your account information can be found below.
Processing time: For credit cards, refunds take two weeks for Google to process, and additional time for your credit card company to process. For bank transfer, bank deposit or cash in Oxxo and 7Eleven stores, refunds take approximately four weeks.
How refunds work
You can request a refund of account credit by cancelling your Google Ads account. If you made payments by credit card, we'll automatically initiate a refund to the credit card associated with your Google Ads account. If you paid by bank transfer through Banelco or PagoMisCuentas.com, we'll need your bank account details to process the refund. Instructions on how to send us your account information can be found below.
Processing time: For credit cards, refunds take two weeks for Google to process, and additional time for your credit card company to process. For Banelco and PagoMisCuentas.com, refunds take approximately four weeks.
Reasons that a refund might not be available
We don't offer refunds in these cases:
- You have money left over in your account from a promotional code.
- Your account is still active.
- You have an outstanding balance that you still need to pay.
Frequently asked questions
How do I check to see if there is balance left in my account?To see if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:
- In your Google Ads account, click the Billing icon
- Click Summary.
- If you have credit, it will be shown in the current month equation as 'You have a credit' for customers on automatic payments or as 'Available funds' for customers on manual payments. If you have an outstanding balance, it will be shown as 'Current balance'.
To cancel your Google Ads account:
- In your Google Ads account, click the Admin icon
- Click Preferences.
- Click the Account status section to expand it.
- Click Cancel my account.
- Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under 'Account status' in your preferences.
Your account status will change to 'Cancelled'.
If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.
If you've waited longer than 12 weeks, please contact us.
Reasons a refund might not be available
Refunds are not issued if:
- You have money left over in your account from a promotional code.
- Your account is still active.
- You have an outstanding balance that you still need to pay.
Processing time: 90 days for Google to process, and additional time for your credit card company to process, according to their own proceedings.
Frequently asked questions
How do I check if there is balance left in my account?To check if you have credit in your account or an outstanding balance that needs to be paid, follow these steps:
- In your Google Ads account, click the Billing icon
- Click Summary.
- If you have credit, it will be shown in the current month equation as “You have a credit” for customers on automatic payments or as “Available funds” for customers on manual payments. If you have an outstanding balance, it will be shown as "Current balance".
To cancel your Google Ads account:
- In your Google Ads account, click the Admin icon
- Click Preferences.
- Click the Account Status section to expand it.
- Click Cancel my account.
- Reminder: only users with Admin access can cancel their accounts to request a refund. If you don't have Admin access, you will not see Cancel my account under "Account status" in your preferences.
Your account status will change to "Cancelled."
If you change your mind, you can reactivate your account by signing in and following the prompts. Then update your payment information and make a payment to start running your ads again.
If you didn't provide your bank account details when you canceled your account, we'll need the following from you (contact your bank for any information you don't have):
- Google Ads Customer ID
- Name on the bank account
- Bank account number
- Branch code
- Bank code
- Bank address
- Bank swift code
- Your signature
Next, fax this information to one of our payment processors in the U.S. or Ireland:
When dialing the Dublin number, here are a few tips to make your fax successful:
- The "+" in the fax number prefix represents the digits required to make an international call from your country. Many countries, including the UK, use "00". Check with your phone service if you don't know the international dial code in your country. The "353" in the prefix is required to route your call to Ireland.
- To reach the fax number, dial the appropriate digits for "+" in your country. Then, dial 353 1 633 5884. (Don't dial "0" before the "1".)
- If you're located within Ireland, dial 01-633-5884.
- If you're located outside Ireland:
- U.S. headquarters at +1 650 653 2520
- Non-U.S. headquarters in Dublin, Ireland, at +353 1 633 5884
These fax numbers are only for receiving bank information, and our payment processors will not respond to any questions sent with your information.
