Digital content - Subscription automatically renewed
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A lot of contracts for digital services have automatic renewals built into them. Generally speaking, you should always check the terms and conditions when you sign up! Anyone providing one of these services should set out when and why your contract will renew in either the T&Cs or in your contract.
If you didn’t realise that your contract was supposed to automatically renew, your best bet is to get in contact with the company. Explain the situation and ask if they can do anything about it. If your contract or the T&Cs set out the terms of renewal, you’ll be relying on goodwill to get the charges revoked.You should know
Most of your rights come from the Consumer Rights Act and the Consumer Contracts Regulations.
The Consumer Rights Act sets out the way you should expect to be treated by a company when you buy digital goods, content or services.
This includes most video downloads, streaming services and ebooks.
The rest of your rights come from the Consumer Contract Regulations. These set out what you should expect from a contract for a service – and give you rules for cancelling a contract if it doesn’t deliver.
Taking things further
It can be tricky to know what to do when you can't resolve an issue with a company providing digital services. Generally speaking, it's best to try and escalate matters through their internal channels. Resolver will prompt you to escalate your case to the next level if necessary.
If you find that you're stuck paying for a service that you haven't received, you can consider contacting your bank to ask them to cancel your debit and issue a chargeback.
Unfortunately, the majority of companies offering digital content and services aren't members of an Alternative Dispute Resolution Scheme – this means that if your problems persist, you may have to consider taking the matter to small claims court. You should always seek legal advice before taking a case to court. You can also consider contacting Citizens Advice for more information.
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Start by telling us the name of the company or organisation you have an issue with.