Template Letter: Demand for Refund After VR Service Closure

Hit by the Workrooms shutdown? Use this ready-to-send Demand for Refund letter, support scripts and escalation checklist to get money back fast.

Meta’s decision to close the standalone Workrooms app on February 16, 2026 left many teams, agencies, and individual subscribers scrambling — unpaid subscriptions, lost credits for hosted rooms, and interrupted service agreements. If you paid for Workrooms, Horizon managed services, or similar VR meeting subscriptions and did not receive a usable replacement, you have options. This guide gives you a ready-to-use refund template, a customer support script, and step-by-step escalation paths (including chargebacks and regulator complaints).

Why this matters in 2026

Recent trends through late 2025 and early 2026 show major platform pivots: Meta cut Reality Labs spending after more than $70 billion in losses since 2021 and announced layoffs of over 1,000 employees. Many enterprise services — including Horizon managed services and Workrooms as a standalone app — were discontinued as Meta refocused on wearables like AI-enabled Ray-Ban glasses. That means more subscription disruptions and product cancellations are likely across AR/VR services in 2026. Regulators and banks are also updating guidance on recurring digital subscriptions and platform shutdown refunds — so act now.

Most important steps — Do these first

1. Collect evidence: receipts, subscription confirmation, screenshots of in-app credits or bookings, cancellation notices, and any refund policy terms. See the Evidence Checklist below.
2. Send the demand letter: Use the template below. Email the account shown on your billing, the platform’s official support email, and any business sales contact you have. Use read receipts/registered mail where possible. For producing and managing legal-ready documents, consider templates-as-code approaches to keep copies and revisions auditable.
3. Follow the customer support script: If chat or phone is available, use the escalation script to move the case to billing or legal. See proactive support workflows for practical scripting patterns.
4. If no resolution in 7–14 days: File a payment dispute (credit card/PayPal) and lodge a complaint with your local consumer protection agency.

Demand Letter: Refund for VR Service Closure — Template

Copy, paste, and customize the letter below. Keep changes minimal so it remains a clear, firm demand.

Subject: Demand for Refund — Workrooms / Horizon Managed Services Closure — Account [Your Account ID]

Date: [YYYY-MM-DD]

To: Billing & Support Team / [Company Name] (Meta Platforms, Inc.)

From: [Your full name or business name]
Account: [email or account ID]
Order / Subscription ID: [order number]
Amount paid: [amount and currency]
Payment method: [credit card / PayPal / invoice]

Dear Billing & Support Team,

I am writing to demand a full refund of [amount] for the product/service described above. I purchased access to [Workrooms / Horizon managed services / other VR product] on [purchase date] for use through [subscription period or single purchase]. On or about February 16, 2026, your company announced the discontinuation of the Workrooms standalone app / Horizon managed services, which terminated the service I paid for and left me without the contracted functionality.

Under the terms of the purchase and applicable consumer protection laws, I am entitled to a refund for the unused portion of my subscription or compensation for services not delivered. I requested assistance from customer support on [dates of contact] and have attached records of those communications, as well as proof of payment and service credits that were not redeemed.

I hereby demand that Meta (or the vendor named above) provide a full refund of [amount] to the original payment method within 14 calendar days from receipt of this letter. If you prefer, you may offer a pro-rated refund or a credit equal to the unused portion of the subscription; I will accept only the full monetary refund to my original payment method.

If I do not receive confirmation of the refund or a satisfactory response within 14 days, I will take the following actions:

• Open a dispute with my payment provider (credit card/PayPal) and request a chargeback for breach of contract or non-delivery of services.
• File a complaint with my local consumer protection agency and the relevant regulator (e.g., the Federal Trade Commission in the U.S., or my national consumer agency in [country]).
• Seek recovery of damages, fees, and legal costs through small claims court if necessary.

Please confirm receipt of this demand and the next steps to process my refund no later than [date — 14 days from sending]. I expect the refund to be issued to the original payment method or otherwise agreed in writing.

Sincerely,

[Your name]
[Contact phone]
[Contact email]

How to send the letter

• Email: Send to support@meta.com (or the billing address on your invoice) and copy any sales or account manager contacts.
• Platform support: Open an official ticket via Meta’s Help Center and paste the letter into the ticket body; attach receipts.
• Registered mail: For corporate-level escalations, send a printed, signed letter via certified mail to Meta Platforms, Inc., Attn: Billing Disputes.

Customer Support & Escalation Script

Use this script for chat, email, or phone. Keep records: time, agent name, transcript. For organizing transcripts and community-driven escalation tactics, see examples of how communities manage records in community tool guides.

Opening (Chat or Phone)

“Hello — my name is [Name], account/email [email]. I’m contacting about the Workrooms/Horizon managed services shutdown on February 16, 2026. I’m requesting a refund for the unused portion of my subscription/order [order ID]. I have my receipts and prior support tickets. Please escalate to Billing/Refunds or your supervisor now.”

If the agent resists or offers credit only

“I appreciate the offer, but the service I paid for was discontinued without an equivalent replacement. I’m requesting a monetary refund to my original payment method. If you can’t process that today, please provide the name and email of the person who can.”

Escalation (ask for specific info)

• Agent name and ID
• Ticket number
• Estimated date for response/action
• Supervisor contact if unresolved

When to file a chargeback or payment dispute

If Meta (or the vendor) fails to refund within the promised 14 days or refuses a monetary refund, open a dispute with your payment provider. Grounds that commonly succeed:

• Non-delivery of service after a platform shutdown
• Breach of subscription terms where the vendor discontinued the service
• Misrepresentation if the product was sold as “ongoing” or “production-ready” and then pulled

Steps:

1. Gather evidence (see checklist).
2. Contact your bank/card issuer or PayPal and file a chargeback/dispute online — quote order IDs and attach evidence.
3. Follow up with written complaints to the merchant; keep the dispute open until resolved.

Evidence Checklist — organize and attach

Presenting a tidy packet of evidence improves outcomes. Keep both original files and a single PDF summary. If you need guidance on preserving chain of custody for digital evidence, see best practices.

• Proof of purchase: receipts, invoices, credit card statements.
• Service agreement and terms: screenshot of the subscription page, quoted terms that refer to continuity or refunds.
• Shutdown notice: screenshots or links to the company’s announcement (e.g., Workrooms discontinuation on Feb 16, 2026).
• In-app credits or bookings: screenshots showing unused credits, scheduled rooms or reservations.
• Support transcripts: chat logs, ticket numbers, agent names, and dates of contact. Use community tools and export options where available (see examples).
• Impact statement: short paragraph explaining lost work, costs, or harm caused by the shutdown. If you want to frame this for a business audience, see case-study formats that make impact clear.

Legal and regulatory routes in 2026 — what’s changed

Regulators and courts in 2025–2026 increasingly view digital subscriptions and SaaS-like services through traditional consumer protection lenses. Recent actions and guidance focus on transparency for automatic renewals and remedies for large-scale cancellations. That means stronger grounds for refunds where a provider discontinues services without adequate notice or alternatives.

If your dispute escalates:

• File complaints with national consumer agencies (FTC in the U.S., CMA in the UK, ACCC in Australia, etc.).
• Consider small claims court for amounts under local thresholds (often $5k–$10k). Save all documentation to present a clear timeline.
• For businesses with contract damages, consult a commercial attorney — many will accept small contingency or fixed-fee matters for straightforward breach claims in 2026. See docs-as-code for legal teams for organizing your case materials.

Sample timeline: How to run this from Day 0 to Day 30

1. Day 0: Save announcement, download receipts, capture in-app credits and schedule. Send the demand letter (email + support ticket). Use a planning checklist such as a weekly planning template to track steps and follow-ups.
2. Day 1–3: Use chat/phone script to escalate; ask for billing supervisor. Record all conversations.
3. Day 7: If no refund confirmation, send a follow-up demand referencing the initial ticket and your intent to escalate to payment provider.
4. Day 10–14: If unresolved, open a chargeback/dispute with your payment provider and file a consumer complaint with the appropriate regulator. Notify the merchant in writing that you’ve opened the dispute.
5. Day 15–30: Track the dispute resolution; prepare small claims/court documents if the payment provider denies the chargeback or if the amount and circumstances justify legal action.

Case study — practical example (2026)

Company A (a 12-person digital agency) paid $1,800 annually for Workrooms hosting and had pre-purchased room credits. Meta announced the February 16, 2026 shutdown and offered a migration to Horizon but without equivalent features. Company A followed the demand-letter template, attached receipts and ticket transcripts, and filed a chargeback after 14 days. The card issuer issued a provisional credit within 5 days; Meta later issued a full refund after the dispute review. Key takeaways: keep documentation, escalate quickly, and use your payment provider when the vendor stalls. For a different kind of practical case-study format you can adapt, see this case study example that shows concise timelines and impact statements.

Advanced strategies and 2026 predictions

As platforms pivot, expect more product sunset events. Smart strategies for 2026:

• Prefer vendors with documented migration and refund policies for enterprise contracts.
• Negotiate termination clauses in contracts that require adequate notice and pro-rated refunds on shutdown.
• When buying credits or room bookings, request written confirmation that credits are refundable on product discontinuation.
• Monitor regulatory updates — some jurisdictions are moving to require escrow-like protections for prepaid platform credits by 2027.

When to get legal help

For straightforward consumer refunds, the demand letter + chargeback route resolves most cases. Consider counsel if:

• You represent a business with significant contract losses.
• The vendor claims you waived refund rights in fine print or arbitration clauses.
• You need to add claims for consequential damages (lost business) and the sums justify legal fees.

Quick checklist before you hit send

• Have you attached proof of purchase?
• Does your letter list the exact amount and refund method?
• Do you have copies of all support contacts and ticket numbers?
• Did you set a clear deadline (14 days) and state next steps (chargeback, regulator)?

Final words — act quickly and document everything

Platform pivots like the Workrooms shutdown are becoming more common as tech companies reallocate R&D in 2026. If you paid for a VR meeting service that has been discontinued, don’t wait. Use the template above, gather your evidence, and start the refund and dispute process right away. Document every interaction; that documentation is your leverage.

Call to action

If you want a downloadable version of the demand letter, an editable DOCX, and a one-page evidence checklist you can send to your billing department, visit complaint.page/downloads or click the “Get Templates” button on this article. Need a personalized escalation plan? Submit your case summary and we’ll provide tailored next steps and a prioritized checklist — free for the first 50 submissions in 2026. For template packaging and distribution best practices, see modular templates.

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