Signed up for a "free trial" and were charged without warning? UK law requires explicit consent before auto-renewal. Here's how to claim your money back.
Companies cannot auto-charge you after a free trial without explicit, informed consent before charging. Under Consumer Contracts Regulations 2013, they must remind you of the end date, charge amount, and how to cancel before the trial ends. Charge you without clear prior notice, you're entitled to a full refund. Request refund from your bank under Payment Services Regulations 2017, and report the company to Trading Standards for unfair practices.
The pattern is deliberately deceptive:
This exploits consumer inattention. UK law now makes it illegal unless the consumer gave explicit, informed consent before the charge.
Prior Consent Requirement — The company must obtain your explicit, informed consent for the auto-renewal before the trial ends. Informed consent means you knew: (a) the exact charge amount, (b) the exact charge date, (c) the subscription terms, and (d) how to cancel.
Reminder Requirement — The company must send you a reminder at least 7 days before the charge, reminding you of all the above information and how to cancel easily.
Unconditional Refund Right — If the reminder was missing or unclear, you can demand an unconditional refund within 14 days of the charge, without penalty or question.
Step 1: Gather Evidence — Collect the company's terms of service, any emails mentioning the trial or the charge, your bank statement showing the charge, and your account access history (showing whether you received reminder emails).
Step 2: Request Refund from Company — Email the company's customer service demanding an immediate refund. Cite Consumer Contracts Regulations 2013 r.13-14. State that you did not give informed consent or receive a reminder. Give them 14 days to respond and process the refund.
Step 3: Contact Your Bank — If the company refuses or ignores you, contact your bank and request a refund/chargeback under Payment Services Regulations 2017. Explain that you were charged without explicit consent. The bank has a stronger legal position to recover the funds.
Step 4: Report to Trading Standards — File a complaint with your local Trading Standards office. Free trial scams are increasingly treated as unfair commercial practices.
Step 5: Escalate to Financial Ombudsman (If Applicable) — If the company is regulated by the FCA, you can escalate to the Financial Ombudsman Service for refund and compensation.
A refund and a cancellation are different. Always cancel separately to ensure ongoing charges stop. Request both: a refund for the invalid charge and cancellation of the subscription. Keep confirmation of both actions.
Buried terms don't count. The law requires a clear reminder message from the company, not just a mention in terms. If you didn't receive a reminder 7 days before charging with the amount and cancellation method, they violated the law. Your bank or Trading Standards can enforce this.
No. Agreeing to terms that violate Consumer Contracts Regulations 2013 doesn't make them valid. If the company didn't send a proper 7-day reminder before charging, the charge is unlawful regardless of what the terms say. You can demand refund and compensation.
You have up to 8 weeks from the charge date to request a refund from your bank. However, request from the company first (within 14 days) to document their response. If they refuse, escalate to the bank and Trading Standards.
Yes. The FCA and Trading Standards can fine the company for unfair practices. Your bank or the Financial Ombudsman may award compensation for trouble and inconvenience (typically £50-£300). You can also sue in small claims court for repeated charges beyond the first invalid one.
Use FightingBack's refund demand letter to recover auto-renewal charges. Report the company to Trading Standards for unfair practices.
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