Scammers

Dear Luigi, we are so sorry to read about your dissatisfaction with our refund policy. Unfortunately, it does not cover refunds of automatic renewals of the product (that is sold on a yearly subscription basis that you have explicitly agreed with during the checkout).
Yet, our support team has further checked your account and decided to make an exception to our refund policy because you haven’t used nor downloaded any product. We have refunded your order so you should be able to see this in your account. We hope you can appreciate this, and you can get in touch with us for any further requests. We are always happy to help!

Thank you for the refund.

I shouldn’t have to push that much and be denied when I asked for it.

There are a few things to consider:
– I never used or download your product
– the account was paid until Sept 20, 2020, the day I requested the refund because I was charged for the next year and while not using the product, I didn’t want to pay.

You refused. Even if the charge was for the next year.

Now you tell me what you would say if you have paid for a service and while in the paid period, you will be charged for the next one and be denied for a refund.

Look, your customer service is not great and you are squeezing your customers. Last year you change your prices from USD to Euro. Not cool.

Especially during this difficult time, you should be at least fair, instead of treating your customers like this.

I hope to see a change in your customer service.

In my line of business, customer satisfaction is my number one priority.

Thank you!

Have a nice day,
Luigi

Hi Luigi,
we do understand your point. Yet, if the subscription is not canceled by the member before the deadline, it automatically renews as it happened with your Club also in the past years.
Our customer service simply complied with our refund policy.

Hi,

The problem is not that it renews automatically. The problem was that you didn’t want to refund it, even if the next cycle didn’t start it.

The point of all this is to be more considerate towards your customers and change your policy and attitude.

I have some suggestions for you:
– email a renewal reminder 3 days before the renewal. One month is not enough.

– if refunded in less than 48 hours after a renewal, refund everything less one month, if they downloaded something; or refund in full if they didn’t use it.

Thank you!

Hi Luigi,

we do appreciate your suggestions. We always try to take our customers’ feedback into account and make space for improvements.