Dear Reclamar!
We'd love to hear what you think of our product and customer service. Please, take a moment to answer one question below:
How would you rate the support you received?
Good, I'm satisfied
Bad, I'm unsatisfied
Here's a kind reminder of what the request was about:
Katherine (Customer Care)
Mar 28, 2025, 18::01 GMT+2
Dear OCU Team,
Thank you for reaching out and for your efforts in addressing this matter. We appreciate the opportunity to clarify the situation regarding the customer's complaint.
We fully understand the customer’s frustration and regret any confusion regarding the subscription terms. Our service operates on a subscription-based model, which is clearly stated during the purchase process. The initial payment of €1.99 covered a 7-day trial period, after which the subscription automatically transitioned into a monthly plan at €49.99, as per our Terms of Service. We also strive to ensure transparency by providing clear information about our subscription model both at the time of purchase and in our policy documentation.
After reviewing the customer's account, I see that the monthly subscription was automatically renewed after the 7-day trial period, which started on March 13. As per our policy, if a subscription isn’t canceled before the trial ends, it transitions into a paid plan. It's completely understandable that details can be overlooked, especially when things are rushed.
Furthermore, to avoid any future charges, it's crucial to cancel the subscription at least 24 hours before the end of the current subscription period. Since the subscription wasn’t canceled in time, the renewal fee was automatically charged to the account. The full details can always be found in our Subscription Terms for more clarity.
With that in mind, I can confirm that the refund for the €49.99 charge has been successfully processed, along with the €1.99 payment for the trial period, which was refunded in accordance with the 14-day EU money-back guarantee. The amount should be credited back to the customer's account within 14 business days.
We remain available for any further clarification and appreciate your cooperation in resolving this matter.
Reclamar
Mar 28, 2025, 14:00 GMT+2
Best Regards,
Customer Care[VV02J5-159WL]
