Hello,
Thank you for contacting the support and sorry to hear about the situation.
We sent out an email reminder 7 days prior to the charge. Did you not receive that?
If you received it, then sorry to disappoint you, but our refund policy does not extend to renewal subscriptions. Before the subscription happens, our system sends out an email 7 days before the actual charge so the users can cancel their subscription(s).
You can cancel the automatic subscriptions by following this guide:
https://rankmath.com/kb/cancel-subscription/
Please let us know if you did not receive the email and we will assist you further with the request.
I havent received anything or I would have actioned it.
I would suggest reevaluating your stance, please. I have never actually used the service and I do not intend to. While your refund policy might not extend to renewals, you most definitly can resolve this with integrity.
If I was making use of the service, I would understand your stance. I have not and will not use it.
Please issue me a refund as I was not made aware of the renewal and did not want to renew.
If you guys choose to stick to your policies, I will be forced to do what I must within the legal framework of the UK in regards to purchase rights as well as taking this all to socials.
This should be simple to resolve like all other companies do when they realise a renewal has happened by mistake and the services are not being used.
If I do not receive a reply and refund by the end of the day, I will be initiating a chargeback.
* Nowhere on the invoice received are these terms specified, there is only a link to the FastSpring order management.
* In Order management, there are no links to the RankMath Content AI refund policies. Only Fastspring terms.
* On the RankMath email that was sent to me after purchase, there is a link to Contact you and to the Privacy Policy. Both links actually go nowhere.
* At no stage during the process is your refund process made clear or even informed. This is by design I think. Luckily, our laws protect us from these shady practices.
* No notification was sent to me informing me of the upcoming renewal, most likely also by design it would seem. If it was, I would have immediately cancelled the subscription.
I have spoken to my credit card provider and based on the above, I am able to raise a chargeback against you.
As an ecommerce seller, I am well versed in the chargeback process and will use everything available to make sure the above is clearly outlined and proven.
Please do the right thing and issue me a refund for the service I have not used and do not intend to use. I am shocked that I am now having to resort to these threats (promises) to get my money back for a service I have not used.
Regards,
Byron
I understand the concern. If you didn’t intend to renew the AI content subscription and would like it canceled and refunded, please reach out to customer support or check your account settings for subscription management. They can assist with canceling the service and processing a refund if applicable.
Reach out to customer support? Isnt this what I have done?
There is no option for customer support that I can see, only to contact support which I have done here. There is also no option to contact anyone in the order management section. Under the subscription management section in my account, there is a sections with the following:
“Need Help? We are here to assist you!
Feel free to get in touch. Our support team is here to help you make the most of Rank Math 24/7.”
This is what I used to contact you in the first place.
Is this just more shady attempts to get me jumping through hoops?
Unless you can give me clear instructions on how to contact the right department, I will be proceeding with the chargeback and using all these comms as evidence.
Hello,
Since you mentioned that you didn’t receive the email reminder, we have initiated a refund on your requested transaction. You should see a credit for the refund appear on your credit card statement anytime between now and the next 5 to 7 business days.
If you used a debit card for the payment, the refund might take up to 30 days to appear on your statement. Please note that refunds for international transactions can take up to 10 days to appear for credit cards or up to 60 days for debit cards.
For PayPal, it’s always almost instant.
As of the month date, you won’t be able to access those premium features we refunded.
Of course, we’re very sorry to see you go.
We are continuously improving our products so we would request you to check back in the future to see if we might have something relevant to your needs.
Hope that helps and please do not hesitate to let us know if you need our assistance with anything else.
