NuvaLift

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Please see the attached document for our response. 
January 2, 2015
Complaint ID: [redacted]
class=""> We would like to acknowledge receipt of Mr. [redacted]’s complaint, and appreciate this opportunity to address it. Our customers are sent their initial full 30-day supply of NuvaLift to try for the first 14-days without charge.
 
On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, sample size, trial size, or free gift. We offer all customers a trial period to try our full sized product.
 
At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through.
 
This customer placed his order on 12/1/14. We have no way of tracking when the product arrives to the customer, as so we have to start the trial on the order date. It is the customer’s responsibility to contact us if they have not received their product within the week. In those instances, we are more than happy to extend the customer’s trial period to reflect that delay.
 
His trial period ended on 12/15/14, and when we did not hear from him to cancel, he was automatically charged on that date for the product he had. When he emailed on 12/18/14, his account was cancelled, however he did not request a refund at that time. He called on 12/19/14 and was offered a refund of $42.44 without needing to send the product back to us. The customer agreed to this and the refund was processed that same day.  
 
Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. We do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed. It is also the customer’s responsibility to contact us within that trial period if they are not satisfied with our product.
 
Sincerely,
NuvaLift Management

We would like to acknowledge
receipt of Ms. [redacted]’s complaint and appreciate the opportunity to
address it.
At Nuvalift.com every customer is given the
right to try his or her first 30-day supply of NuvaLift without charge for the
first 14...

days. After the 14-day trial period, if the customer is dissatisfied
with the product they are to contact our Customer Support Team via email or phone
to request cancelation. If the customer keeps their 30-day supply after the 14
days, they are automatically billed for the product in their possession on the
15th day and then enrolled in our NuvaLift Preferred Customer Club where they
are shipped out and billed for a fresh monthly supply every 30 days
thereafter.
The customer has the ability to cancel at
anytime by calling our Customer Support Team or
emailing [email protected]. If a customer needs to contact customer
service, the phone number is listed on www.nuvalift.com, the pamphlet they
receive with their product. The terms are disclosed clearly on www.nuvalift.com
where the customer ordered their product. The customer also has to click
"I agree to the terms and conditions" twice before the order is
processed.
 If the customer does not "agree" to the terms, the order
will not process. The terms and conditions are disclosed directly on the
ordering website, not only on the bottom of the first page, but also
highlighted in a large white box on the second page where the customer inputs
their card information.
We apologize for the
misunderstanding in this situation, as we do typically allow an unopened
product to be sent back for a full refund. Upon review of the account, it is
evident the agent Ms. [redacted] spoke with was misinformed regarding this
policy. Due to this error, we will refund the $84.87 immediately upon email
confirmation to [email protected] that a resolution has been reached.
Sincerely,
Nuvalift Management

We
would like to acknowledge receipt of PJ Martins’ complaint and appreciate the opportunity to address it.
At Nuvalift.com every customer is given the right
to try his or her first 30-day supply of NuvaLift without charge for the first
14 days. After the 14-day trial period, if the customer is dissatisfied with
the product, they are to return the remainder postmarked for return within
their 14-day trial period and also contact our Customer Support Team via email
or phone to request cancelation. If the customer keeps their 30-day supply
after the 14 days, they are automatically billed for the product in their
possession on the 15th day and then enrolled in our NuvaLift Preferred Customer
Club where they are shipped out and billed for a fresh monthly supply
every 30 days thereafter.
The customer has the ability to cancel at anytime
by calling our Customer Support Team or emailing [email protected]. If
a customer needs to contact customer service, the phone number is listed
on www.nuvalift.com, the pamphlet, and the package the product is
shipped in. The terms are disclosed clearly on www.nuvalift.com
where the customer ordered their product. The customer also has to click
"I agree to the terms and conditions" twice before the order is
processed. If the customer does not "agree" to the terms, the order
will not process. The terms and conditions are disclosed directly on the ordering
website, not only on the bottom of the first page, but also highlighted in a
large white box on the second page where the customer inputs their card
information as well as sent out with the product.
Specifically, this customer placed their order on 8/14/14. This is when they paid the initial
$4.95 for shipping, and marks the start of their 14-day trial period. Since we
did not receive a request to cancel and/or a returned product during the
allotted trial period, the customer was attempted to be charged for the full-month’s supply on
the 15th day, 8/29/14/14, when the trial
period ended. The customer
contacted our company after 8/29/14 to cancel their subscription and at that time we attempted to collect $84.87 for the jar in their possession. 
I have listed the return address below and Mrs[redacted] account has been cancelled.
[redacted]
[redacted] 
[redacted]
Sincerely,
Nuvalift Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Nuvalift as is their practice has created a misleading response to my complaint.  If they wish to resolve they can tell their bank to provide a refund and the bank would.  When I told them I had not received the package they then said they would resend to me to try but they would charge me any way.  I said no. as I fully wanted to try it before I would buy it.  
 
Their promotional offer is completely confusing and not structured in good faith.  This company has had a significant amount of complaints for the same problem.   Even today I never received the product!.  The product was susposed to go to my post office box.  Their is no record of my ever picking this product up from them and I have no idea if they ever received it.  
 
They state in their advertisement that I would have a free trial of 14 days but I never received the product.  Additionally their offer is fraught to mislead as a promotional offer.  If they are offering 14 day free trial and you have not tried the product then they are in violation of their own free trial.  I have asked the post office if they have a record of my signing for this product and they do not.  Also they state a 30 day supply free trial is very confusing to the point of trying to mislead the customer.  I am not the only one.  This company's actions are fraudulent and misleading.
 
Nuvalift forced me to file a complaint with my bank because they would not honor their own promotion.  All they have to do is to tell their bank to provide a  refund and the bank would so comply.  
 
This company has acted in bad faith and I want a refund for product I never received.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Apparently this was a scam because I originally found this product posted in facebook, I clicked on it and sent off the the trial size cream for $4.95 shipping and handling, there was  nothing there letting me know about you will have to
cancel a subscription in 14 days or you will be billed $84 dollars for a membership, my sister saw the same thing and I don't know what happened but this was not  showing when I bought that product, now they want me to pay for something that is no use to me. I got the cream and used it but that should have been the end of it because if I had seen a paragraph letting me know to cancel I would not have even ordered I just wanted to try the product. I can read and
clearly have and understanding about things but I was not aware of this type of advertisement at all and I refuse to pay these people for something I do not have, and I will also notifiy all credit bureaus as well. I am sorry about this mishap
but to fight a person about $84 dollars for a membership and you get only a small one ounce box of cream that was paid for is Crazy. I have already been refunded my money from my credit card and this company did not respond in the
dispute with my credit card and I am  satified, they cannot rebill the card either because of their neglect to respond in all of this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  I will await the $84.87 to be credited to my account. Thank you very much for taking care of this matter.
Regards,
[redacted]

December 5, 2014Complaint ID: [redacted]
We would like to acknowledge receipt of Mr. [redacted]’s complaint, and appreciatethis opportunity to address it. Our customers are sent their initial full30-day supply of NuvaLift to try for the first 14-days without...

charge. On the15th day, if the customer has not contacted us, they areautomatically billed for the product in their possession and enrolled in ourNuvaLift Preferred Customer Club, where they receive a monthly supply every 30days thereafter. Nowhere on our website do we claim to offer a free sample or atrial product, only a trial period to try our product.At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable textor behind a hyperlink. They are disclosed directly on the ordering website atthe bottom of the page in size 12 font, and are also highlighted in a largewhite box on the second page where the customer inputs their card information(please see image on page 2). The customer has to click “I agree to the Termsand Conditions” twice before the order is processed. If the customer does not“agree” to those terms, the order will not go through. 
This customer placed his order on 10/4/14. This was when the initial $4.95 was paidfor shipping and handling, and was also the start of the customer’s 14-daytrial period. Since we did not receive a request for cancellation and/or areturned product during the allotted time, the customer was charged for thefull month’s supply in his possession on 10/18/14. This was also when he wasautomatically enrolled in the NuvaLift Preferred Customers Club, our monthlyauto-ship program, which was why another product was sent out on 11/17/14. Unfortunately, the customer did not contact us until 11/22/14, after he had been sent hissecond product. After receiving an email from the customer, his account wascancelled out and he was provided with a cancellation confirmation. He was alsoinformed of his trial dates and made aware of our Terms and Conditions, whichwas why he was not eligible for a refund. As a courtesy, our Customer Support Representative offered the customer $63.65 forhis most recent sealed product, as there is a restocking fee. The customer wastold that his refund would be processed once we received that product. In hisresponse email to this offer, the customer used foul language. To attempt tofind a more satisfactory resolution, our manager attempted to call thecustomer, but was unable to reach him. Since we did not receive the returned product, this customer’s refund was not processed.We will honor that original offer of $63.65, upon receiving the unopened jar ofNuvaLift. We apologize for any misunderstandings. Customer satisfaction is very important tous, and we are continuously striving to streamline and perfect the quality ofour service. However, we do stand by our policies and would like to reiteratethat our customers accept the Terms and Conditions two separate times beforethe order is processed. Sincerely,NuvaLiftMangement

We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.
At www.nuvalift.com every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the...

14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact
customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 7/12/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 7/27/14, when the trial period ended. The customer contacted our company on 7/29/14 to cancel their subscription. Their subscription was canceled but they were not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing their order. 
We apologize for the misunderstanding, and are willing to go ahead and refund the $84.87 for this complaint. However we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders.

Please see attached.We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.
Roman', serif; color: #333333;">At AM Labs every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.
 
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 4/17/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 5/1/14, when the trial period ended.
Ms. [redacted] contacted our company on 7/4/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing her order.
We are willing to go ahead and refund the $84.87 for this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located on the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

I won a free sample by taking a survey on-line (never again!). I paid the $4.95 shipping for my "free" item, and then was charged $89 14 days later, exactly like it says on their website. But who reads that when its supposed to be free. During the call to cancel the monthly charge of $89 that would ensue, I claimed that even if they had the best product in the world I would NEVER keep getting it based upon their unethical business model. The quicker this scam of a company fails the better. Don't fall for on-line surveys and on-line "free" items, it isn't worth it!

Complaint ID: [redacted]
We would like to acknowledge receipt of Ms. [redacted] complaint, and appreciate this opportunity to address it. Our customers are sent their first full 30-day supply of NuvaLift to try for the first 14-days without charge. On the 15th day, if the customer...

has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, only a trial period to try our product. 
If the customer wishes to cancel, our Customer Service Team is reachable both by phone at (877) 759-7349, and email at [email protected]. The phone number is listed on www.nuvalift.com, and the invoice received with the product.
At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website, at the bottom of the page in size 12 font, and also highlighted in a large white box on the second page where the customer inputs their card information. The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. 
This customer placed their order through our website on 9/13/14. It is very likely that she did find out about Nuvalift through a survey as stated in the complaint, however the only location a customer can place their order is through our website. We purposefully do this so that they will have the opportunity to review Terms and Conditions before the order is placed. She paid the initial $4.95 for shipping at this time, and it also marked the start of her 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 9/27/14, when the trial period ended. Unfortunately, the customer did not contact us until 9/29/14, therefore we were unaware she was dissatisfied with the product. We honored the customers request to cancel on 9/29/14, but she was not not eligible for a refund because the charge was in accordance with the Terms and Conditions, which she agreed to upon placing her order. When explained this, the customer acknowledged that she understood why a refund could not be processed, and made no idications she was unhappy regarding the decision while speaking to the representative.. 
On page 2, we have inserted the checkout page for our product, which is presented on our website. NuvaLift is only available for purchase from our website. I assure you that we do not try to hide any information from our customers, and present the Terms and Conditions in two separate places on the checkout page so that the customer is able to make an informed purhasing decision. For you review, I have also attached the order history of the customer, showing the IP address from where this purchase was made online. 
We apologize for this misunderstanding, and are willing to refund the $84.87 upon email confirmation to [email protected] that a resolution has been reached. However, we stand by our policies and would like to reiterate that our customers accept the terms and conditions two separate times before the order is processed. 
Sincerely,
Nuvalift Management

We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.
At AM Labs every...

customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.
 
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 12/11/13. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 12/25/13, when the trial period ended.
Ms. [redacted]'s contacted our company on 2/26/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing her order. After reviewing Ms. [redacted]’s account, we do not have evidence that there was an is[redacted] on our end with not following through with a cancelation request. We did receive Ms. [redacted]'s returned product and would be happy to refund her the cost of that product she returned.
As stated above, we are willing to go ahead and refund the $84.87 for this complaint, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We state the terms and conditions clearly. Terms and conditions are located on the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

Complaint
ID: [redacted]
We would like to acknowledge receipt of Ms. [redacted] complaint and appreciate the opportunity to address it.
At Nuvalift.com every customer is given the right to try his or her first 30-day supply of NuvaLift
/>
without charge for the first 14 days. After the 14-day trial period, if the
customer is dissatisfied with the product they are to contact our Customer
Support Team via email or phone to request cancelation. If the customer keeps
their 30-day supply after the 14 days, they are automatically billed for the
product in their possession on the 15th day and then enrolled in our NuvaLift
Preferred Customer Club where they are shipped out and billed for a fresh
monthly supply every 30 days thereafter.
The customer has the ability to cancel at anytime by calling our Customer Support Team or
emailing [email protected]. If a customer needs to contact customer
service, the phone number is listed on www.nuvalift.com, the
pamphlet they receive with their product. The terms are disclosed clearly
on www.nuvalift.com where the customer ordered their product. The
customer also has to click "I agree to the terms and conditions"
twice before the order is processed. If the customer does not "agree"
to the terms, the order will not process. The terms and conditions are
disclosed directly on the ordering website, not only on the bottom of the first
page, but also highlighted in a large white box on the second page where the
customer inputs their card information.
Specifically,
this customer placed their order 8/19/14.
This is when they paid the initial $4.95 for shipping, and marks the start of
their 14-day trial period. Since we did not receive a request for cancelation
and/or a returned product during the allotted trial period, the customer was
charged for the full-month’s supply on the 15th day, 9/2/14, when the trial period ended. Unfortunately, the customer did not contact our company until 9/5/14
to cancel their subscription. The subscription was canceled at his time, but
they were not issued a refund because the charge was in accordance with the
Terms and Conditions agreed to upon placing their order. Call records show that
the customer was explained on this day she was not eligible for a refund.
Customer also contacted our Customer Service Department on 9/10/14, and was
also told on this day she was not eligible for a refund. This customer was
never told by our company that she would be receiving money back for her
purchase.
We apologize for the misunderstanding, and are willing to refund the $84.87 upon receipt of
email confirmation to [email protected] that a resolution has been reached. However, we stand
by our policies and would like to reiterate that our customers accept the terms and conditions two
separate times before the order is processed.
Sincerely,
 
Nuvalift Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
As indicated previously, my expectation was nothing more that what was offered.  With my...

blocking any future payment, and the Company "freezing my account" (i.e. not shipping any additional product -or- attempting to bill for same), I'm left with a lesson learned regarding Internet commerce...I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I thank you for your help in resolving this matter.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
Patricia [redacted]
They say it is a 14 day trial period.  The product was ordered on the 9 of the month.  Received it on the 14 of the month.  That allowed me to use it for 3 days.  Not enough time to see if product would even work.  There was no information with the product about who to call or send it back to.  Did not know where to find any number.  Called the bank and they gave me the number.  The day I called them it was the 14th day.  I did not purchase the item until 9pm the day of the ninth.  I figured the 14 day was 9pm on the 25.  I was not charged the 25, but on the business day of the 24th.  This kind of practice should not be allowed.  14 days in the USA means 14 days not 10 days.  That is not enough time to even try the product let alone send it back.  I have never dealt with a company like this before nor will I ever do this again.   Thank You
The company Is a rip off and a M.F.B of a company and I have read that this is what they have done to many people.  This is a company that if I had a lot of money I would start a law suit and have all the other women join me in suing the companuy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I fell prey to the NUVALIFT scam, too! I ordered the trial sample and then before I could even make good use of the sample more came in the mail. The packing slip did not even say what they were going charge me for the stuff. When I called them they said they would gladly restock the one I had not opened for a hefty charge of $74.00 and some odd change. I lost it. I called my bank and cancelled my card after going down and removing all I could through the ATM. This world is going to the dogs - it truly seems that there are more devious people on this earth than good down home people. Thank for allowing me to vent. I don't think it necessary to try to file a complaint as they are obviously an accredited business anyway. 84 complaints should be enough.

February
25, 2015ComplaintID: [redacted] We wouldlike to acknowledge receipt of Ms. [redacted]’s complaint and appreciatethis opportunity to address it. Our customers are sent their initial 30-daysupply of NuvaLift to try for the first 14...

days without charge. On the 15thday, if the customer has not contacted us, they are automatically billed for theproduct in their possession and enrolled in our NuvaLift Preferred CustomerClub, where they receive a monthly supply every 30 days thereafter. Nowhere onour website do we claim to offer a free sample, sample size, trial size, orfree gift. We offer all customers a trial period to try our full sized product. AtNuvaLift.com we do not hide our Terms and Conditions in small, unreadable textor behind a hyperlink. They are disclosed directly on the ordering website atthe bottom of the page in size 12 font, and are also highlighted in a largewhite box on the second page where the customer inputs their credit cardinformation (please see image on page 2). The customer has to click on “I agreeto the Terms and Conditions” twice before the order is processed. If thecustomer does not “agree” to those terms, the order will not go through.  Thiscustomer began her trial on 1/30/15. We did not receive a request to cancel andso on 2/13/15, her account was charged the retail value of the product in herpossession. On 2/18/15, we received a call from the customer. At this time, heraccount was cancelled and after our Customer Support Representative explainedour Terms and Conditions, the customer requested to speak with a supervisor.  As acourtesy, the supervisor offered the customer a refund of $63.65 for her sealedproduct. We will still honor this refund and it will be processed once wereceive that product.  Customersatisfaction is very important to us, and we are continuously striving tostreamline and perfect the quality of our service. We do stand by our policiesand would like to reiterate that our customers accept the Terms and Conditionstwo separate times before the order is processed. It is also the customer’sresponsibility to contact us within that trial period if they are not satisfiedwith our product.  Sincerely,NuvaLiftManagement

Please see attached.
July 25, 2014
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We would like to acknowledge receipt of Ms. [redacted]’s complaint and appreciate the opportunity to address it.
 
At AM Labs every customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to request cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.
 
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on www.nuvalift.com, the pamphlet, and the package the product is shipped in. The terms are disclosed clearly on www.nuvalift.com where the customer ordered their product. The customer also has to click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 4/4/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 4/18/14, when the trial period ended. The customer contacted our company on 5/21/14 to cancel their subscription. Their subscription was canceled but they were not issued a refund because this charge was in accordance with the Terms and Conditions agreed to upon placing their order. In addition, the reason we are unable to issue a refund at this point since she has filed a chargeback against our company, putting the matter entirely into the bank's jurisdiction. Until the bank resolves the dispute, the account is frozen.
 
We apologize for the misunderstanding, and are going to go ahead and refund the $84.87 for this complaint. However we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We are also willing to send out a complimentary bottle of NuvaLift to Ms. [redacted] if she is interested.
 
 
Sincerely,
 
Nuvalift Management