Dear Valued Customer!
We just wanted to let you know that we are waiting for your response regarding ticket 2610013. Here's a kind reminder of what the ticket was about:
Malcolm (Customer Care)
11 Jan 2026, 15:06 EET
Dear Customer,
Thank you so much for the information provided!
I appreciate you sharing your concerns with us, and I apologize if the auto-renewal charge caused any confusion or distress. I understand how unexpected charges can be frustrating, especially if you didn't intend to activate the subscription. Rest assured, I am here to help you resolve this.
We always aim to provide transparent information about our services upfront, and I want to reassure you that we would never process a charge without a valid subscription. The subscription terms, total amount, and service details were clearly presented at the time of your purchase, and these were acknowledged when you agreed to the trial offer.
I will gladly provide all the information you need about the purchase to clarify the charge.
According to our records, you signed up for our service onDecember 16,which began with a 7-day trial period. As per our policy, once the trial ends, it automatically renews into a paid monthly plan unless it has been canceled at least 24 hours before the end of the current period.
Please accept my apologies if this information didn’t stand out during the sign-up process. I completely understand how it’s possible to miss certain details, especially when things are busy. Nonetheless, you can always review the full details in our Subscription Terms for more clarity.
Rest assured that your subscription has been canceled, and no further charges will be applied to your account.
Regarding your request, to show our appreciation for you as a customer, I’d like to offer you an exclusive two-year free access to our platform as an alternative to a refund.
This plan provides unlimited access to all our features without any monthly subscription fees for a full 2 years. We hope this opportunity allows you to experience our services in a way that better meets your needs.
We appreciate your understanding and hope you'll accept this offer. Let me know if there's anything more I can do to help!
I look forward to hearing your thoughts!
Reclamar
11 Jan 2026, 14:45 EET
