Advice please: TouchNote now have expiry dates on credits.

dorito

Hi, I'm just asking for some advice here.

I purchased a bundle of TouhNote (UK site) Credits a few years ago - around 2013.

TouchNote are a company that will let you send physical postcards to anyone in the world for 1 credit a piece via their app or website.

I am about half-way through my credits as I don't have many people to send cards to on a yearly basis.

When I purchased my credits I complied with all the Ts&Cs at the time - there were no expiry dates and no mention that TouchNote could change the Ts&Cs without warning.

Some time last year, TouchNote introduced a new T&C that put expiry dates on credits purchased and are now telling me that my credits will expire in May 2019. Unless (and here's the kicker) I join their "premium" plan which is £36 a year (for the cheapest plan) if I want my credits to remain unexpired!
Basically, asking me to pay for the same stuff twice! It's pure theft (or blackmail) as I see it.

Isn't this a breach of the contract we had when I purchased my credits?

What are my options, as I don't want to lose my credits as my [few] friends enjoy receiving cards from me once in a while.

It's not my fault TouchNote (UK) didn't have these Ts&Cs in place when they were doing business a few years ago - they started in around 2008 and I purchased my credits in 2013, so they'd already been running for 5 years. They are a UK company.

How can they just change the rules to suit themselves with no regard for UK law? Shouldn't they - under UK contract law - be adhering to the contract in place when I made the purchase?

Any advice would help. Should I take this up with Trading Standards?

No doubt many TouchNote users will be affected by this, not just me.

Regards,
Dorito

stevehh

On their website, as I can't post a link, google touchnote easter sale
Scroll to the bottom, the earlier conditions are there in plain text
Steve

miniemma

stevehh wrote: »

On their website, as I can't post a link, google touchnote easter sale
Scroll to the bottom, the earlier conditions are there in plain text
Steve

https://touchnote.com/info/easter-sale-2018/

How long do credits last?
You can leave them untouched in your account for up to 12 months. After that they’ll expire – but each time you spend one we reset the clock! So long as you order something once a year, your credits won’t expire.

jennyagb

I have had the same issue!
I have contacted touchnote to try and get this sorted, but they are refusing to move.

I'm quite annoyed at how they communicated this. They sent one email, and the start of the email was:
"Thoughtfulness is at the heart of everything we do, so protecting your data is of tip-top importance to us. That's why we've made a few tweaks to our policies. It won't change how you use TouchNote, but if you'd like to know more take a look below."

Doesn't sound like the start of an email where they are fundamentally changing the product! They even promise that it won't change how you use touchnote... they then put the change right at the bottom of the email. Surely this isn't sufficient communication..?