Misleading tests for €0.99
The ECC receives many complaints from consumers who unintentionally sign up for subscriptions after paying for a trial subscription to receive test results or enter into a fake contest. Usually, they paid only €0.99. And while that may sound like a small amount, instead of getting test results or a chance to win a prize, consumers find that a monthly subscription charge is debited from their account shortly after the first payment. Here's how this works and what you can do if it happens to you.
Trial subscriptions for tests through social media ads
More and more websites are luring in visitors with ads on social media for intelligence (IQ), personality or lifestyle tests. Consumers answer the questions and pay a small fee to quickly see the results, only to find themselves bound to a subscription. Often, the fine print mentions that the trial period automatically turns into a monthly subscription. This is not allowed. Businesses are allowed to offer renewals during the trial period, but only if they provide clear information about what they're offering and if you clearly consent to the subscription.
Don't pay right away
Some sellers deliberately offer trial subscriptions to hide the subscription charges. And this is even easier with mobile payments. Be cautious with trial periods, contests or free products that require you to enter or confirm details with a payment.
Take a moment before you pay to check reviews about the seller on an independent website and investigate whether the subscription is automatically converted. This is allowed only if the seller informs you properly and if you clearly consent to the renewal. Take screenshots of the offer so you can verify what information you received from the seller and what you agreed to.
You've already paid
We have received complaints about companies charging not only the initial €0.99, but also a full monthly fee before the end of the trial period. And if you notify the company of your wish to cancel the subscription, the company tells you this is not possible, claiming you skipped the trial period.
If this happened to you and a trial subscription was renewed without your permission, there are several things you can do:
- Contact the seller
Write to the vendor to inform them you are cancelling the subscription using our template letter. We recommend only including your email address, not your physical address. For foreign sellers, use the English version. If the seller refuses to cancel the subscription, they have to prove that the offer was clear and that you consented to the renewal. - Contact your bank
If you are being charged for an unauthorised subscription, it is best to contact your bank to discuss the situation. Your options depend on what payment method you used:
- Direct debit
You can ask your bank to reverse (cancel) direct debit payments and revoke the authorisation. - Apple Pay
If you paid with Apple Pay, the bank may be able to remove a so-called token from the digital card you used. This lets you remove the card in question from your Wallet and add it again a few days later. Because the digital card will have a new token, the seller will no longer be able to charge your bank account.
With Apple Pay, you may be sent a subscription confirmation via iCloud Mail. You can often use this email to cancel the subscription. It's best to log in to iCloud through your browser, as mail may not always be forwarded to your other email accounts.
- Direct debit
Use purchase protection with credit card and PayPal payments
If you paid by credit card or PayPal, you can usually file a purchase protection claim by submitting an online form. Explain what happened on the form and request a refund. The payment service will assess the situation and see if you are entitled to a refund.
Help from the ECC
If the business doesn't respond or if you can't figure it out together, contact ECC for free legal assistance. This is possible if you live in the Netherlands and the business is based in another EU country, Norway, Iceland or the United Kingdom. More details about ECC mediation can be found on our website.
Find out more
You are entitled to a cooling off period, even with trial subscriptions. For more details about the information sellers are required to provide, visit Cooling off period | ECC Netherlands.
Fake contests
We still come across plenty of fake contests on social media and in emails that claim you have a chance to win a smartphone or tablet or offer a free product. You're asked to enter your details and confirm them by transferring only one or two euros. In doing so, you're sharing your payment details, enabling the company – often one you've never heard of – to charge your account every month for a subscription. Always check the official social media page or website to see whether the contest is genuine.
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