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Because Turbotax Online version is "free to start" and you only pay when you are ready to file, the assumption when you pay is that you are satisfied with the service, and the official policy is no refunds. If you were not satisfied, there are ways of downgrading your service before you pay, or even changing to another software provider before you pay.
If you think you can persuade customer service to issue a refund anyone, you can try calling. This board is not official customer support.
https://ttlc.intuit.com/replies/3300041
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