Why did the free trial auto-renew, and why did it not tell me it would do so?

system · 2016-12-27T11:15:09.000Z

Hi, I’ve been using Avast! free for a while and a month or so ago, it popped up saying that I could get a free trial for the extra features, I thought it would be a good idea so I signed up for it. Now it’s just recently auto-renewed my subscription to the extra features and charged me $50.00. My problem is, I didn’t want to renew it, and it didn’t indicate at any point that it would do so. Is there anyway I can cancel it and get a refund or something? I really didn’t want this and I can’t afford to pay that money right now.

Eddy · 2016-12-27T11:17:51.000Z

https://www.avast.com/faq.php?article=AVKB24

system · 2016-12-27T11:44:58.000Z

Thanks for that, I’ve submitted a Support ticket requesting a refund and have disabled the auto-renew just in case this can’t be refunded so I don’t have this problem next year.

moroni · 2016-12-27T12:35:51.000Z

Hi johnathonjobson,

Sorry about the confusion! The terms for the 60-days trial are in the footprint of the offer at https://www.avast.com/int-30-60-pre-trial, screenshot attached.

system · 2016-12-28T14:41:04.000Z

Similar problem here. But I have no order to show for, no bill from my 2014 or something time when I had avast pro. Ticket system cant answer my reply and got billed 57$ for a product thats NOT on my computer. No emails to show for.

This is scaming actually. A better solution would be to notify customers that you are going to charge them soon. I have recived no such warnings and feal scammed from a security company… this is bad advertising.

Andreas

Eddy · 2016-12-28T14:59:20.000Z

It is not scamming at all.

As user you agreed to the automatic renewal when you bought avast.
During the purchase and at any time after that, you could have disabled it.

It doesn’t matter if you have avast installed or not, you pay for the subscription.
Just as with a magazine.
It doesn’t matter if you read it or not, as long as the subscription is there you have to pay for it.

Customers are notified 3(?) times by mail before the automatic renewal takes place, giving them enough time to disable it if they want to do so.

The people form avast can and will answer if you have submitted a ticket.
There is no need to show a email or a bill as the people from avast can see the payment details (and other things) if you provide them the information they want/need.

moroni · 2016-12-28T15:20:57.000Z

Hi andreas_stover,

No, your problem is not similar to the OP’s. I will reply here just to clarify but please open a new thread if needed.

Your subscription purchased last year was registered with a typo in the email address (hotmal.com instead of hotmail.com), hence the notifications didn’t reach you.
Not sure if you want us to fix the email address or to get a refund? I will ask somebody to follow up with you in the ticket.

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