Refund request to Dutch based company

JoeSaponic

I took out a two-year subscription at the beginning of June to an online - and as such regularly updated - handbook on voluntary euthanasia. I paid by credit card. The organisation promised to issue a unique password and login ‘usually within 48 hours’.

When I contacted them after hearing nothing for two weeks they replied the same day to say they were waiting for me to upload a photograph, a requirement I hadn’t known was compulsory, couldn’t understand and couldn’t fulfil anyway since I own no ‘official’ photographs (driving license, passport) of any kind.

I got back to them quickly, making it clear, reasonably enough, that if the requirement for a photograph was non-negotiable then I would reluctantly be forced to accept a refund. They didn't respond at all this time, nor again when I wrote 13th July.

It seems the organization moved to Holland some years ago owing to the more relaxed laws in that part of the world, and I’m increasingly concerned about who to approach to get my money back should I have to force the issue.

Has anyone advice they can offer please? What room for manoeuvre (if any) do I have?

user1977

When you say you'd reluctantly accept a refund, do you mean they offered one? 

Pollycat

Was the requirement for a photograph made clear on their website at the time you took out the subscription?

JoeSaponic

user1977 said:

When you say you'd reluctantly accept a refund, do you mean they offered one? 

There was no mention of a refund in the single reply I've had. Sorry if muddied the waters on that one User1977. They were just explaining the delay by telling me they were waiting for a photograph.

Pollycat said:

Was the requirement for a photograph made clear on their website at the time you took out the subscription?

Yes it's mentioned, but the compulsory nature of it is not. This is what I said in my reply - that I wasn't aware it was obligatory. I pointed out that I wasn't in a position to fulfil the requirement and that if everything hinged on my doing so then I would have no choice but to take a refund. It's one or the other obviously. It's pushing two months now and I haven't seen a line of print.

user1977

JoeSaponic said:

Pollycat said:

Was the requirement for a photograph made clear on their website at the time you took out the subscription?

Yes it's mentioned, but the compulsory nature of it is not. This is what I said in my reply - that I wasn't aware it was obligatory.

What exactly did it say? I'm not sure what the purpose would be of an option to send them photo ID.

born_again

Got a link to the site?

Flight3287462

If its just a photo, you can take acceptable ones (passport) on your mobile phone nowadays.

JJ_Egan

At a guess they will not refund and any action would need to be under Dutch laws / Dutch courts .

sheramber

JoeSaponic said:

user1977 said:

When you say you'd reluctantly accept a refund, do you mean they offered one? 

There was no mention of a refund in the single reply I've had. Sorry if muddied the waters on that one User1977. They were just explaining the delay by telling me they were waiting for a photograph.

Pollycat said:

Was the requirement for a photograph made clear on their website at the time you took out the subscription?

Yes it's mentioned, but the compulsory nature of it is not. This is what I said in my reply - that I wasn't aware it was obligatory. I pointed out that I wasn't in a position to fulfil the requirement and that if everything hinged on my doing so then I would have no choice but to take a refund. It's one or the other obviously. It's pushing two months now and I haven't seen a line of print.

But they didn't offer a refund for you to accept.

JoeSaponic

Hunyani_Flight_825 said:

If its just a photo, you can take acceptable ones (passport) on your mobile phone nowadays.

Possibly, but I would also query why they would want one. It isn't as if we need to meet or anything. It seems arbitrary and invasive to me.

JJ_Egan said:

At a guess they will not refund and any action would need to be under Dutch laws / Dutch courts .

Thanks for this. That was my big concern as well.

I haven't a link to the relevant page off hand but will post if possible when less busy. Whether they insisted on a photograph and I misinterpreted the instructions is neither here nor there really of course. They have my money and I haven't access to what I paid for so a refund remains the only option - unless they're a dodgier outfit than I gave them credit for.

It may work out but if not, well, you live and learn. Thanks for the input everyone. Much appreciated.

user1977

JoeSaponic said:

Hunyani_Flight_825 said:

If its just a photo, you can take acceptable ones (passport) on your mobile phone nowadays.

Possibly, but I would also query why they would want one. It isn't as if we need to meet or anything. It seems arbitrary and invasive to me.

Or it could be a reasonable anti-fraud measure, to verify who their customer is. And perhaps is normal in the Netherlands (where the locals don't have the problem of not having photo ID).