California Law Prevents Companies From Keeping Duping Clients Trying To Cancel Subscriptions

By: Shan Wang of Niemanlab

Here’s a script you’re surely familiar with if you’ve ever tried to cancel a subscription to, well, anything:

A version of this exchange happened when I tried to cancel my ClassPass account. A similar version happened when I tried to cancel my Boston Globe a few years ago when it kept being delivered to the wrong address.

We all have our own subscription auto-renewal and cancellation grievances.

effect July 1 aims to stop companies from blockading customers looking to cancel their services — along with the practice of sneakily sliding them into another month’s subscription without much clarity on the real, full cost of the service. Among the changes: It bans companies from forcing you to, say, call a hard-to-find telephone number to cancel a subscription that you purchased online.

California’s Senate Bill No. 313, which adds further protections for consumers to an existing law, would (according to its official legislative summary):

…commencing on July 1, 2018, require a business that makes an automatic renewal offer or continuous service offer that includes a free gift or trial, to include in the offer a clear and conspicuous explanation of the price that will be charged after the trial ends or the manner in which the subscription or purchasing agreement pricing will change upon conclusion of the trial.

The bill would prohibit a business from charging a consumer’s credit or debit card, or the consumer’s account with a 3rd party, for an automatic renewal or continuous service that is made at a promotional or discounted price for a limited period of time without first obtaining the consumer’s consent to the agreement.

The bill would also specify that if the automatic service offer or continuous service offer includes a free gift or trial, the business is required to disclose how to cancel, and allow the consumer to cancel, the automatic renewal or continuous service before the consumer pays for the goods or services.

And while it’s just a California law, it also applies to any company (or publisher) with paying customers in the state — so, pretty much everybody, GDPR-style. (Credit/blame State Sen. Bob Hertzberg, the bill’s sponsor, for the new rules.)

Ryan Nakashima, an AP technology writer who’s been conducting some adblocking and subscriptions research at the Bay Area News Group in California, mentioned to me that in an exit survey of people who were canceling their subscriptions, some cancelers had also called out the cancellation process itself.

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