Archive. This is an archive of the Apple Support Community. Discussions are being restored and soon you will be able to read and post here again.

Legal Right re subscription refund refusal

I clicked onto an app - Me+Lifestyle Routine for a 7 day free trial. Then saw that they had taken money for a year’s subscription. I got in touch at once and have been refused a refund so rang Apple and the woman there was worse than useless. I live in the UK so why are they not subject to our legal right to change our minds and be given a refund. (Consumer’s Right Act 2015) I would not have bought this subscription. Where do I stand and how do I get them to change their minds? Apple must make millions doing this. What a con.

3 replies

Here are some tips that the UK Government has for you on Free Trials? Notice that they don't say anything about guarantees through the Digital Rights Act.

https://competitionandmarkets.blog.gov.uk/2020/05/13/how-free-is-this-trial-tips-for-avoiding-unexpected-charges/


It is true that Free Trials must show clearly when they expire and when a subscription starts including the start date of that subscription. You will see all that information on the Approval screen when the free trial was started that required you to double click the side button to accept, followed by authentication with Face ID/TouchID or Passcode. In addition to that information, you also see the message that says to avoid the subscription charge you should cancel a day before the trial ends. That is a binding legal contract that you agreed to.


Failing to fulfill your obligations does not mean anyone has conned you. I recommend, and also the UK article linked above, to set a Reminder when starting a Free Trial. It is as easy as saying "Hey Siri, remind me on xx/xx/xx at yy:yy to review my Free Trial".


You still have the right to dispute the charge with your bank if Apple does not offer a refund, and the bank can issue a Chargeback to Apple and refund your money. Apple also has the right to limit further purchases made with that Apple Account too.


Also make sure you are following the correct procedure for requesting a refund using the Right of Withdrawal and make that clear to Apple. They don't offer refunds over the phone, so that is not likely going to get you anywhere.

https://www.apple.com/legal/internet-services/itunes/uk/rightofwithdrawal-uk.pdf


Are you being billed by Apple where that transaction shows in your Apple Account Purchase History, or are you being billed by the Developer of the app?


The exact description of the charge you see on your payment method is useful to determine who is billing you.

Thanks for replying. There was no double click on side, no further asking/emphasising this wasn’t a free trial. It was just the place finger on button to allow free trial. Then I saw that they had taken money