Online website

tymsmith

Hi, I don't know if anyone can help.
I went online to the site lilplay to try out the free trial.
It states that no money would be taken,but it required bank details.
After what I thought was the free trial it turns out that they've taken £13.95 from my account. I immediately cancelled the order and sent an email requesting a full refund. I'm now waiting for a reply.
Is there anything I can do, should they not reply back to me.
Any help would be most gratefully received.
Thanks
Tymsmith x

shaun_from_Africa

Did you contact them to cancel your subscription before the end of your free trial period?
I can't get on their website but generally how these things work is that you sign up and give your payment details and nothing will be taken until the end of the trial at which point you are then charged for the next period that your account will be valid for.

You normally have to follow their cancellation procedure in order to stop subsequent payments.
As you have now cancelled you shouldn't have to pay any more (provided you have cancelled in accordance with their requirements) but you may not get back the payment that has already been taken.

wealdroam

Sticking lilplay into google is an eye opener.
Most of the entries on the first screen talk about scams, but there are a couple of items that might help.

The first item returned is their 'how to cancel' instructions.
They charge £1.00 if you want an urgent cancellation, but do offer an email or phone cancellation service - with a UK phone number.

Did you follow that cancellation procedure?

The second item that might help is their 'Billing Support FAQs'.

If you have the email that confirms that your account has been cancelled before they charged you, it might be wise to contact your card issuer and ask about a chargeback.
Maybe read MSE's Chargeback article first.

They do state in their terms that the trial will continue into a paid subscription unless you cancel within the trial period.

Hintza

tymsmith wrote: »

It states that no money would be taken,but it required bank details.

Is the clue not in this sentence?

Never ever give your bank details..

tymsmith

Thanks for replying.
Yes I cancelled straight away. Within 5 minutes in fact.
I thought I was signing up for the free trial.
I will try the suggestions you've given me.
I'm very grateful for your time and help and will wish you all the best, Theresa x

unholyangel

How was the payment taken? If debit card, contact your bank about a chargeback and show them that the retailer has breached the terms by taking payment when the website says no payment will be taken.