Genes Reunited Auto Renewal

podwin

Hi, I'd like some advice on dealing with Genes Reunited please.

I took out a years subscription a year ago, and it has been automatically renewed, I only found this out from my credit card statement.

I checked my emails especially the Junk folder as I had not been alerted to his, couldn't find one so decided to investigate further.

I haven't used the account, so logged on and found the auto-renewal switched on. Funny how these things are always switched on by default isn't it!

I read the T&Cs about getting a refund and found the following text at this link http://www.genesreunited.co.uk/help/faqs?key=228&searchterm=refund

"After you subscribe there is a 7 day cooling off period. As long as you haven't used any of the core services, i.e. you have not sent any messages or viewed any of the records, then you are entitled to a refund. If you have used the core services then we won't be able to refund you.

Please contact the support team if you no longer wish to subscribe to the site."


I was thinking the Distance Selling Regulations may apply here since the text is referring to 7 days. My card was charged on the 23rd, so politely asked for a refund on the 28th.

I got the following reply:


"Thank you for your email.

I can see from your subscription records that you opted for our continuous subscription service, this means that the payment for your subscription is automatically taken from the card that you last used to make a payment to us.

We did send you an email about two weeks before your Genes Reunited subscription was due for renewal, letting you know that we were going to bill you and giving you the opportunity to opt out of this. You'll also see a copy of this email in your inbox on Genes Reunited.

As you have now changed your mind, and to make sure that no further payments will be taken from your card in future years, I can see you have now cancelled the continuous subscription.

Your current subscription will run to 23/11/2013 23:59:59.

Please let me know if you need any further help.

Kind Regards,


Alex Brett
Genes Reunited Support Team"


I'm a little annoyed at this as it seems a round about way of saying no.

So, do the DSR's apply to this kind of internet purchase?

Do I have the right to push to get my money back?

Considering:

a. I did not receive an email - I checked my Junk folder and I'd like them to prove I did receive it.
b. I knew nothing about Auto-Renewal and believe it is set to ON by default so I did not as they put it "opted for our continuous subscription service"
c. Their own website states a 7 day cooling off period.

Thanks

Martin

podwin

After having a polite moan, they said they'd refund me.

Then got an email from someone at Genes Reunited just saying thank you etc.

Wait and see now if I do indeed get refunded.