What are my rights when I have a problem with a foreign dating website?
Have you been wrongly charged by a dating site or a debt collection agency? Whether it’s an unwanted subscription you didn’t agree to or a bill that doesn’t seem right, you have rights to protect yourself. Understanding these rights can help you avoid paying for services you don’t want and stop unfair demands. Read on to find out what you can do if this happens to you.
Choose your situation
Choose your situation
A dating website should never register you with another dating website without your permission. Has this happened regardless? Then you are not required to pay for this additional website. After all, you have never requested to be registered. If you have paid for this unwanted subscription, you are entitled to ask for a refund. However, in practice it is often difficult to get a response.
Does the website state you gave them permission? Then the website must provide proof of this. Pre-ticked boxes and hidden small print are prohibited and do not count as consent.
Read our step-by-step action plan on what you can do. Or send a letter to let them know you are not going to pay.
#unwantingly-subscribed-multiple-dating-sites
You should never be signed up for a subscription without your permission. Did this happen anyway? Then you are not required to pay anything. After all, you have never requested to be registered. If you have paid for this unwanted subscription, you are entitled to ask for a refund.
Does the dating website say you did subscribe? Then the website must provide proof of this. Pre-ticked boxes and hidden small print are prohibited and do not count as consent.
Read our step-by-step action plan on what you can do. Or send a letter to let them know you are not going to pay.
#bill-from-unknown-dating-website
Have you taken out a trial subscription with a dating site? Then automatic extensions are prohibited. The dating site may only convert the trial subscription into a paid subscription if you have given prior permission. Has the dating site not asked whether you wish to extend the subscription? Then you are not required to pay for it.
It is up to the dating website to prove that you have consented to an extension. You should not have to opt out of giving consent on the registration form by unticking a box. If you have had to tick the consent box yourself, there are rules. For example, such a box should not be hidden between other lines of text.
Send a letter or email to the dating site to let them know you disagree with the tacit extension. Also let the site know you are cancelling your subscription. You can use our template letter cancelling a subscription for this.
#trial-subscription
Did you have access to the dating site immediately after taking out the trial subscription? For example, by visiting a paid part of the website or using credits to send messages? Then the dating site can charge you a fee.
However, this fee must be reasonable and proportionate. For example: suppose a monthly subscription costs €40 and you have used the trial subscription for one week. After this week, you have cancelled your subscription. A €10 fee would then be considered reasonable. A fee for the full €40 would not.
Did you cancel your trial subscription within the 14-day cooling-off period? The dating site may still charge you a fee if you have used the subscription. But this is only allowed if the dating site has informed you about these charges in advance and has asked your permission. Has the dating site neglected to do so? Then you are not required to pay for your use during the cooling-off period.
#cancellation-trial-subscription
Have you made a one-off purchase on a dating website? For example, for credit to send a message? If so, the dating site cannot simply take out a subscription on your behalf.
A dating website cannot hide important information in their small print. Are you taking out a subscription? Then this should be immediately clear to you. Does clicking on the order button automatically mean that you agree to a subscription? Then the business owner should clearly point this out to you. Your consent should not be in a box that is automatically ticked. This box should also not be hidden between other lines of text.
This is what you can do:
- Within 14 days
Did you make your purchase from the dating site 14 days or less ago? You are still entitled to the cooling-off period. This means you can cancel your purchase within 14 days. You do not need to offer an explanation for this. Use our template letter for this. - After 14 days
Is it past the cooling-off period? Let the dating website know that you wish to cancel the agreement. Specify that you have never received important information and that you never gave your explicit consent. If possible, make sure to indicate which information you did not receive. And request a refund of the subscription or membership fee. - Paying by credit card
Did you pay by credit card? We recommend that you contact your credit card company. You may be able to get your money back through a chargeback procedure.
#unwanted-subscription-after-purchase
According to European law, you have a 14-day cooling-off period when you take out a subscription. This means you can cancel any subscription within 14 days. It is not necessary to tell the dating site why you do not want the subscription. The dating site must provide you with information about this cooling-off period at various points in time:
- before you take out the subscription on the website
- in the confirmation email after you have taken out the subscription
Do you have access to the dating site immediately after taking out the subscription? Are you therefore able to use the service straightaway? You may have to pay for this period, even if you cancel the subscription within the 14-day cooling-off period. The dating site must inform you of these costs and request your permission. Has the dating site not asked for your permission? Then you are not required to pay anything for use of the dating service during the cooling-off period.
#cancellation-subscription-within-cooling-off-period
Does the dating website follow the rules?
A dating site must provide you with clear information about the terms and conditions of a subscription. Has this not been provided? Then the dating site may not just send you a bill.
Information about the subscription should not be hidden in the small print and should be stated in a logical place on the website. The information should also not be listed in a box that is automatically ticked. The website should state clearly:
- this involves a subscription
- you have a 14-day cooling-off period
- how much the subscription costs
- how long you have to pay for the subscription
- the date by which you need to cancel the subscription
Also take a look at these rules
Also take a look at these rules
Are you taking out a subscription and do you need to pay for that subscription? Then the order button should clearly tell you that you are making a payment commitment.
Clear wording
- Payment
- Pay now
- Order and pay
Unclear wording
- Complete order
- Place order
- Request
#order-button
According to European law, you have a 14-day cooling-off period when you take out a subscription. This means you can cancel any subscription within 14 days. It is not necessary to tell the dating site why you do not want the subscription. The dating site must provide you with information about this cooling-off period at various points in time:
- before you take out the subscription (on the website)
- in the confirmation email after you have taken out the subscription
Do you have access to the dating site immediately after taking out the subscription? Are you therefore able to use the service straightaway? You may have to pay for this period, even if you cancel the subscription within the 14-day cooling-off period. The dating site must inform you of these costs and request your permission.
#cooling-off-period-datingsite-
Are you wrongfully billed for services provided by a dating website or debt collection agency?
Are you wrongfully billed for services provided by a dating website or debt collection agency such as eCollect AG, Novalnet, HowLogic? Do not just pay the bill. Send the debt collection agency or dating site an email or letter. You can use one of our template letters to do so. Clearly state why you think the bill is incorrect. It is then up to the dating site to prove that they have adhered to the rules.
Have they not provided a (convincing) response? Then it is advised to ignore further collection letters. If the debt collection agency wants to force you to pay, they must start a court case. The court will then check whether everyone has adhered to the rules. Many collection agencies will, therefore, want to avoid this step.
Collection register
Some European countries have a register for debt collection agencies. In the Netherlands, this is called an incassoregister (debt collection register) which will come into existence in 2023. Only registered agencies will then be allowed to collect. Does a debt collection agency not adhere to the rules? It will soon be possible to report them. Unfair collection agencies can be fined and removed from the register.
Report fraud
Do you think you are a victim of unfair practices or fraud? Please report this to:
- Dutch Authority for Consumers & Markets (ACM)
This is the supervisory authority that monitors whether companies, such as dating sites, adhere to the rules. The ACM can warn the dating site or impose a fine if several consumers report (Dutch website) them.
- Fraudehelpdesk
The Fraudehelpdesk (Dutch website) is the first point of contact for fraud. This helpdesk provides advice and keeps an overview of fraud reports in the Netherlands. Your report will also help other people using dating sites.