Match.com refund?

tom_bombadil

Hi guys,

I could use some advice. Match.com has just taken £77 from my account and I'm wondering if there's anything I can do to get it back. They've automatically renewed my subscription and I thought it would just end when the subscription finished.

This has happened today and I'm wondering if it is covered by the distance selling regulations? ie. that if the service hasnt been used I'm allow to cancel it within the first 7 days and a get refund? I have used it when I subscribed originally 6 months ago but I havent used it since its been renewed.

Is there anything I can do?

InsideInsurance

It isnt about if the service has been used but if it has commenced, which it will have from the second the subscription renewed. However, it must say in their T&Cs that your cancellation rights stop as soon as the service commences (given their size you'd expect them to have water tight conditions but they wouldnt be the first to make errors).

If you throw themselves on their mercy you may be able to get at least a partial refund.

The other key thing to do is serve notice now that you dont want to renew again otherwise there will be another post from you in 6 months time again

tom_bombadil

Thanks InsideInsurance. I had a feeling it wouldn't be that easy. I have sent them an email requesting cancellation but I could have worded it better. This is the email I sent:

Hello, You have recently taken a payment for a new subscription (18/03/2013) that I did not authorize. I need this money for bills and I have a birthday coming up that I now cant celebrate. I would like you to cancel my subscription and refund this payment please. I no longer use this service and I am entitled to a refund under distance selling regulations here: http://uk.match.com/misc/terms.php#title3 Thank you

This is what says about cancelling in their terms:

Article 3. Your right to cancel under the Distance Selling Regulations

This section applies to you only if you are a "consumer" as defined in the Consumer Protection (Distance Selling) Regulations 2000 and resident within the EU. You may cancel your order for the Services by giving us written notice within seven working days of placing your order. Within 30 days of your notice we will provide a refund. However, this right of cancellation does not apply once you have started to use the relevant Services.

It seems to suggest that I can cancel if I send them written notice in writing but I may be wrong. I will wait for them to respond and if they wont cancel it then I'll plead poverty and see if I can convince them to help.

Thanks for your help.

System

I don't think DSR applies to renewals.

I would remove your name from your post just to keep the mystery going

tom_bombadil

Yes because I'm tom_bombadil not this other person. lol. Edited.

Fire_Fox

Read the terms and conditions of the contract you are signed up to, a renewal is an extension not a new contract. Your personal circumstances are irrelevant to whether you are legally entitled to a refund or not.

IMO e-mail is not in writing, use snail mail.

tom_bombadil

Well they've responded and they have, very politely, told me that they arent able to issue a refund but they have cancelled the automatic renewal so I shouldnt be charged again. Damn.

dalesrider

tom_bombadil wrote: »

Well they've responded and they have, very politely, told me that they arent able to issue a refund but they have cancelled the automatic renewal so I shouldnt be charged again. Damn.

make sure you keep that email safe....

Match are well know for debiting even after cancelation. At least with that you can get the money back via bank/card provider.

System

tom_bombadil wrote: »

Well they've responded and they have, very politely, told me that they arent able to issue a refund but they have cancelled the automatic renewal so I shouldnt be charged again. Damn.

I suspect you rubbed them up the wrong way in your email. In future you should always be polite on first contact before you move into threats/demands.

tom_bombadil

Yeah I think you may be right there. People are more likely to want to help people they like. I think I acted a bit rashly and should have thought about it first. but whats done is done I can only learn from it. Anyway thank you all for your help.

Sam1123

Girlfriend just automatic renewal so feeling very aggrieved here.

I know t&c's apply but the guy she spoke to at match told her it happens often, so they're well aware of it but continue to profit. Let's be honest not many of us actually read (and what's more remember 6 months later) those t&c's. It would be a refreshing change if a business like that decided to actually let the innocent's off the hook from time to time.