Auto renewal refund

Soundgirlrocks

Hi


I received a email from PayPal about an auto renewal payment for Natural Cycles. I haven't used the app in 10 months and thought I had cancelled it but it appears not.

Their website states:

"Refund policy
Please note that Natural Cycles does not offer a right of return/refunds, as it is a digital service and not a physical item. You can cancel your subscription at any time (but at least 24 hours before its expiry), but there will be no refund of any subscription fees already paid. You will have access to your account through your paid period."

I emailed the company immediately and cancelled any further renewals but am I right in thinking as I didn't receive any notification of the renewal its constitutes unfair contract terms under the Consumer Rights Act 2015?

I'd ideally like to get a refund.

agrinnall

Your difficulty is likely to be proving that you didn't receive notification, unless you can get them to admit that they didn't send it.

reason2

as you can see the refund policy is clear on their website, they cant be responsible for you not checking this in advance and forgetting to cancel

Soundgirlrocks

reason2 wrote: »

as you can see the refund policy is clear on their website, they cant be responsible for you not checking this in advance and forgetting to cancel

Agree their policy is clear, however on the gove website Guide for Unfair terms for businesses it says:

"For example, your terms are more likely to be fair if:
It is made clear to customers at the outset how their subscription or contract will be renewed and the contract requires that they are sent a reminder a reasonable time before it is due to be renewed. The reminder should include clear information about the terms of the proposed renewal of the contract and the reasonable steps customers need to take to stop the renewal, if they wish to."

So I'm thinking they policy would be classed as unfair and a breach of Consumer Rights Act. Ideally I'd like to find something a bit more concrete to go on.

Fosterdog

Have you checked your spam/junk folder?

KeithP

Soundgirlrocks wrote: »

So I'm thinking they policy would be classed as unfair and a breach of Consumer Rights Act.

I'm thinking that as they are a company based in Sweden you might have difficulty with enforcing that.

Soundgirlrocks

Fosterdog wrote: »

Have you checked your spam/junk folder?

Yes no email, and nothing in the apps message centre either.

Soundgirlrocks

Just to update in case anyone else ever needs the info, I got the refund.

I emailed twice, first time got the standard response "No" they claimed they sent an email on the 17th July reminding me about the renewal. Second email I stated I had not received their email (and had checked my junk) There was also nothing in the message centre of the app (include a screen shot of their message centre). As I contacted them immediately I became aware of the renewal and there was no loss to them (I hadn't used the app) I felt they were being unfair and that was a breach of the Consumer rights act and wanted a full refund, which to their credit they have issued.

:j

Spyro18

Hi, I know time has moved on but I have a similar issue as Soundgirlrocks in that my daughter bought a membership online for a professional body which was an auto-renewal arrangement. It stated this in the T+Cs so can't argue on that front but they sent a reminder on 18th Sep 2019 for a policy which was due for renewal on 20th Sep.They then took payment from her account on 19th Sep. My daughter did not see the 18th Sep reminder in time to cancel before they took the payment on 19th. She emailed them on 19th to say she had wanted to cancel but they said they did not do refunds under any circumstances and it was her responsibility to cancel the auto-renewal as stated in the T+Cs.
Can anyone advise? Is it worth pursuing a refund?