Cancelación Susbcripción

Ayer me suscribí a un servicio para crear vídeos con inteligencia artificial. Mi intención era contratar la suscripción mensual, tal como se anuncia de forma destacada en su página web. Sin embargo, me cargaron el importe anual completo (185 €). Al darme cuenta del error una hora después, cancelé inmediatamente la suscripción y les contacté para expresar mi descontento. Les expliqué que estaba dispuesto a pagar la tarifa mensual, que era lo que pretendía contratar desde el principio, pero no el año completo. Su respuesta fue que no pueden hacer nada porque ya había realizado el pago y utilizado la herramienta. Considero que tengo derecho de desistimiento, especialmente dada la falta de transparencia en el proceso de compra y al haber comunicado el problema solo una hora después de la transacción. Les solicito que cancelen mi suscripción anual y me reembolsen el importe, permitiéndome contratar la opción mensual como era mi intención original. Quedo a la espera de su respuesta.

Dear Customer, Thank you for reaching out. We have tried to locate an account or active subscription using the email address reclamar@ocu.org, but we could not find any matching Higgsfield account or subscription with this email. In order to review the situation, cancel the subscription, and have our team assess the refund request, we need the email address that the user AITOR MARTIN used to create the account on our platform or to complete the payment for the subscription. This is usually the email where the purchase confirmation from Higgsfield was received. Once you provide the correct email address associated with the subscription, we will be able to locate the account and proceed accordingly. Please feel free to let me know if you have any questions. I wish you a wonderful day! Best regards, Sofi Solve, Customer Care Specialist This email is a service from Higgsfield. Delivered by Zendesk On December 5, 2025 at 10:01:15 AM UTC, Reclamar reclamar@ocu.org wrote: You don't often get email from reclamar@ocu.org. Learn why this is important

Hi, The email is aitorma.93@hotmail.com, Sofi Solve actually replied 3 times to me yesterday...

Dear Aitor Martin, Thank you for confirming your email address. I have checked our records and can see an active yearly Higgsfield subscription associated with the email address aitorma.93@hotmail.com. The most recent charge was for approximately 185.82 EUR for the current yearly period. Your subscription is already set not to renew; it will remain active until the end of your current paid year and then end at that time. From your OCU message it is clear that you have a concern related to your contract or billing, but the exact issue is not fully specified in the information we received. To assist you properly, could you please clarify what you would like us to address regarding your subscription or payment (for example, a question about access, renewal, or the invoice you attached)? Once you share a bit more detail about the problem you want us to resolve, I will gladly review it and provide a precise response based on your situation. Please feel free to let me know if you have any questions. I wish you a wonderful day! Best regards, Sofi Solve, Customer Care Specialist This email is a service from Higgsfield. Delivered by Zendesk On December 5, 2025 at 3:01:17 PM UTC, Reclamar reclamar@ocu.org wrote: You don't often get email from reclamar@ocu.org. Learn why this is important

You have my email exchanges from yesterday. I believe you are unnecessarily complicating this matter, which is now under legal review. I requested cancellation of my subscription just one hour after purchase. I intended to test your tool with a one-month subscription, as your website prominently advertised. To my surprise, I was charged for a full year. As soon as I realized this, I immediately requested cancellation and a refund, which you denied. I am willing to pay for one month, as that was my original intent. However, I will not pay more due to what I consider misleading advertising. Beyond my immediate notification, I am fully aware of my consumer rights, including the 14-day withdrawal period for online purchases. I am now requesting the following: cancel the ongoing subscription immediately, issue a full refund and delete my account If this is not resolved promptly, I will proceed with further legal measures.

Tienen mis correos de ayer. Están complicando innecesariamente este asunto, que ya está bajo revisión legal. Solicité la cancelación una hora después de la compra. Quería probar su herramienta por un mes, como su sitio destacaba, pero me cobraron un año completo. Pedí inmediatamente la cancelación y el reembolso, que ustedes rechazaron. Estoy dispuesto a pagar un mes, mi intención original, pero no más debido al uso de un anuncio engañoso. Conozco mis derechos como consumidor, incluido el período de desistimiento de 14 días para compras en línea. Solicito: Cancelar la suscripción inmediatamente, reembolso completo y eliminar mi cuenta De lo contrario, procederé con medidas legales.

Bear in mind that this exchange is public before it moves to a lawyer

Dear Aitor Martin, Thank you for reaching out and for sharing all these details. Given the nature of your message, including the legal aspects and your references to consumer rights, I have forwarded your case to a human specialist on our support team so it can be reviewed with the appropriate level of attention. Our team will carefully look into: - The timing of your original purchase and cancellation request, - The type and duration of the subscription that was charged, - Your request for immediate cancellation, refund, and account deletion, - Any prior email exchanges you mentioned. A member of our team will review your case and respond to you directly on this ticket with the outcome and next steps. Please feel free to let me know if you have any questions. I wish you a wonderful day! Best regards, Sofi Solve, Customer Care Specialist This email is a service from Higgsfield. Delivered by Zendesk On December 5, 2025 at 4:16:15 PM UTC, Reclamar reclamar@ocu.org wrote:

Dear Aitor Martin, Thank you for your message and for explaining your situation in detail. I am very sorry for the frustration caused by being charged for an annual plan when you intended to use the service for one month, and for the concerns around cancellation, refund, and account deletion. At the moment, we are not able to locate any subscription or payment in our system using the email address reclamar@ocu.org, which appears to be the address of the OCU platform rather than the email you used to purchase your Higgsfield subscription. In order to review your request for cancellation and refund, we first need to identify the correct account and transaction. To move forward, please reply to this message and provide EITHER: - The email address you used to purchase your Higgsfield subscription, OR - A copy of your payment receipt or invoice where the email used for the purchase is visible. Once we have that information, our support team will: - Locate your subscription and review your refund request individually in line with our policies. - Proceed with cancellation of the subscription. - Continue with the handling of your account as requested. All subscription changes and refund requests are manually reviewed by our team, and once we can identify your payment, the review will be completed as quickly as possible (typically within 24–36 hours). Regarding your request to delete your account, if you still have access to your Higgsfield account, you also have the option to delete it yourself in a secure way. Please note that account deletion is permanent and irreversible. Once deleted, your account and all projects cannot be restored, and according to our Policy, full data removal may take up to 90 days. You can delete your account by following these steps: 1. Open your Higgsfield dashboard and go to Manage Account. 2. Go to the Account section. 3. Scroll down to the bottom of the page. 4. Click “Delete Account” to permanently remove your account. Because you have raised legal concerns, your case has been escalated to a human specialist who will oversee the review once we can identify your subscription and payment. Please feel free to let me know if you have any questions. I wish you a wonderful day! Best regards, Sofi Solve, Customer Care Specialist This email is a service from Higgsfield. Delivered by Zendesk On December 5, 2025 at 4:16:15 PM UTC, Reclamar reclamar@ocu.org wrote: