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:
Francis (Customer Care)
Mar 28, 2025, 04::44 GMT+2
Dear OCU team,
Thank you for your patience!
We’d like to offer some clarification regarding the customer’s request, and we truly appreciate your effort to ensure we’re on the same page.
We completely understand that a one-time file conversion might feel like the most convenient option in some situations. However, our service is currently designed to operate on a subscription model, which allows us to provide ongoing access, enhanced tools, and a more robust experience for our users.
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 10. 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 want to inform you that the subscription is fully canceled, and the refund has been processed successfully. The amount should be credited back to the customer's account within 14 business days. Regular balance checks might be needed, as refund notifications may not always be sent out.
If the funds haven’t arrived after 14 business days, please don’t hesitate to get back in touch. I’ll be happy to assist further.
Wishing you all the best!
Bradley (Customer Care)
Mar 25, 2025, 03:17 GMT+2
Dear Team,
Thank you for reaching out to us. We confirm the receipt of your inquiry. Your request is important to us, and we want to assure you that we are taking it seriously.
We have forwarded your inquiry to the appropriate department for further review and handling. Should any additional information or clarification be required, we will reach out to you promptly.
We appreciate your patience during this process. If you have any urgent questions, please feel free to respond to this email.
Reclamar
Mar 25, 2025, 03:00 GMT+2
Best Regards,
Customer Care[L2LKR2-ZMGGW]
