NuvaLift

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 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.
[redacted] contacted our company on 5/5/14 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

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.
The information provided by Nuvalift is not correct, it is false and misleading.  I saw a card in a magazine which offered a FREE sample of Nuvalift anti-aging cream if the shipping charge of $4.95
was paid.  I returned the card and paid the shipping charge with my credit card.  To my surprise on the 14th of July, I received my credit card bill and saw a charge of $84.87 from Nuvalift.  I promptly
called Nuvallift and asked what the charge was for.  The customer service rep. explained that when I accepted the FREE offer I had agreed to a subscription to have a jar of the cream sent to me every
month.  This is totally untrue as I did not agree to a subscription, nor was I informed that I must return the product within 14 days or be charged $84.87 for the FREE jar of cream.  I cancelled the subscription
which I did not authorize in the first place and asked for a refund on the bill.  I was advised that it was company policy NOT to issue any refunds and that they could offer no further assistance.  On the
15th of July I received another jar of cream and another charge to my credit card of $84.87.  I again called the company and was advised that the cream shipped before the cancellation went into effect.
I requested that I be furnished a return label for the product which I did not request or authorize and was again advised that the company would issue no refunds.  The customer service representative
repeatedly responded to my questions by reading the terms of the subscription offer which I had never seen and did not agree to or authorize in any manner.
I did receive a refund for one charge of 84.87, but have not received a refund for the second charge and will be happy to return the jar of cream that was shipped without my authorization.   I have not
received a full refund for these two charges, but only one after disputing the charge with my credit card company. 
The statements in the second paragraph are untrue and I did not order the free sample as they outline, nor click twice to agree to any terms.  It is obvious that this company is in business to scam
unsuspecting people our of their money.  A review of complaints against this company on the internet will confirm my charge and I trust the Revdex.com will take action to so advise the public.
Regards,
[redacted]

We would like to acknowledge receipt of [redacted] 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 1/28/14. 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, 2/11/14, when the trial period ended.
[redacted] contacted our company on 2/20/14 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

February 12, 2015Complaint ID:[redacted]We would like to acknowledge receipt of [redacted] complaint, and appreciate this opportunity to address it. Our records indicate that on 2/6/15, you spoke with a member of our Customer Support Team regarding your account....

During this call, your subscription was successfully cancelled and a resolution was reached for the charges on your account. You were offered a refund of $25.46 for the first charge, as we are unable to accept products that are over 30 days old, and a full refund for your most recent sealed product. The refund of $25.46 was processed on 2/6/15. This second refund will be processed once we receive that product, and we would be happy to notify you when this has happened. 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 state 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

Complaint ID: [redacted]
We would like to acknowledge receipt of Mr. [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. Nowhere on our website do we claim to offer a free sample, only a trial period to try our product. 
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 7/06/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. 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, 7/20/14, when the trial period ended. The customer did not contact us until 7/23/14 to let us know he had never received the product, and requested a refund. Unfortunately, we were unable to issue a refund because [redacted] tracking confirmed the package had been delievered to his home, and secondly, the charge was in accordance with the Terms and Conditions agreed to upon placing their order. In an effort to work with the customer, we agreed to send him a new jar to replace the one that he had not received, however the customer denied this offer. 
Additionally, the customer repeatedly used profane language  and verbal attacks while speaking with the Customer Service Representative, who was unfortunately forced to disonnect the call for this reason. We hope you can appreciate that we do not allow our employees to be spoken to in such an unprofessional manner. I have also attached the checkout screen on page 2 for your review, which shows how clearly we present our customers with all informaiton needed to make an informed purchasing decsion, should they choose to review it. 
We apologize for the misunderstanding, and would have been willing to issue a refund to settle this matter, however the customer has an open chargeback case against our company. Once this happens, it is up to the bank to decide whether the customer is eligible for a refund and is out of our control. Upon filing a chargeback against our company, the customer is requesting to be represented by the bank, leaving us unable to issue a refund directly to the customer. We are very sorry, but unable to be of further assistance in this matter.
Sincerely,

To bureau I am contesting this company because there was nothing there stating that you have to cancel in 14 days, I ordered the trial size for $4.95 when I saw it advertised on facebook and this is probably where the catch is, I have a witness my sister because this was done in her presence as well. I clearly can read and this was not advertised, I refuse to pay for nothing $84.00, this is terrible to try to collect money for something for nothing. I had no problem with the trial size I bought but this $84.00 charge is ridiculous because there was nothing for me to cancel. I will also notify all of the major credit bureaus as well. I have always been a law abiding citizen and will stand my ground in this situation.
 
Thank you so much

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.
I received the supposed offer for taking a survey with Amazon.com (this was a FREE GIFT from Amazon.com) (a bottle of facial creme).  I checked the box and gave my credit card number to pay for shipping only!  I received the sample and at that time there was only a packing list with nothing about any cancellation of further products to be shipped to me.  Upon receipt of the second product (facial creme) on June 27, 2014, I immediately returned it to Nuvalift on June 27, 2014 and it was delivered via US Postal Service on June 30, 2014
(tracking #: [redacted].  With the return of this product, I also (cancelled in that I said I did not want this product, nor did I order it nor did I want any more of it shipped to me).  I then notified my credit card company to dispute the charge (I found out the charge of this product was $84.87 when I disputed it with my credit card company, because again, when they shipped me the second jar of face creme, there was NO invoice enclosed showing the price of $84.87.  In the course of the next few weeks, I talked and emailed with my credit card company.  They told me that when I checked the ONE box to pay for the shipping, I agreed to their terms and conditions.  For Nuvalift to say I did not contact or cancel with them until July 16, 2104 to cancel is FALSE...I have the USPS date and tracking number (see above) of June 30, 2014! I returned and cancelled and asked for a full refund of this product on that date!  My credit card company then notified me that since I checked the one box to pay for shipping, that a greed to their terms and conditions (I never checked two boxes)!  I also want to say that this product does not work!  And as to Nuvalift's offer to send me another jar of this product for free, the answer to that is NO!  I am still asking for a full refund of my $84.87, but actually do not expect it, but I wanted to let other people know (via the Revdex.com) that this product does not work, this company does not invoice properly nor do they represent their terms and conditions on their invoices/packing slips.  And for the record, the second jar of creme that they shipped to me was NOT complimentary; it was the one that I shipped back to them for a full refund.  According to my credit card company, this is what they said they had to do...give me my product back and I had to pay the $84.87 for this product.  Thank you to the San Diego Revdex.com for your help!
 Regards,
[redacted]

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

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]

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 
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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 4/28/14. 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, 5/12/14, when the trial period ended. 
Ms. Pohorecki contacted our company on 5/16/14 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

December 17, 2014 Complaint ID: [redacted]
serif;">We would like to acknowledge receipt of Mr. [redacted]’ 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, or trial size, only a trial period to try our full sized product. Many customers do find our product through third-party websites and surveys, as this customer did. However all customers are redirected to our secure website to place their order and this is where they are presented with the Terms and Conditions. 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’s trial began when he placed the order on 11/20/14. On 12/4/14, before his trial was complete, the customer called us to cancel. He was told to return the product to us before 12/16/14 in order to cancel his account and prevent further billings. The product arrived back to us on 12/10/14 before he was billed, and he was cancelled out. We do apologize that the customer feels tricked, however the $4.95 that he paid for shipping and handling of that initial product is non-refundable, as stated in our Terms and Conditions. Please see the highlighted section in those Terms and Conditions listed below. 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.    Sincerely, NuvaLift Mangement

We would like to apologize again for any misunderstandings. However, as we have cancelled the customer's account and waived the balance owed, and she has declined the complimentary jar, there is nothing more that we can do for her.

This company should not be allowed to operate in California or any place else. They run a well-engineered scam that really skirts being legit. They offer through online advertising (I came to them through a link on a Walgeens email, and took them to be legitimate) . They offer a trial jar of face cream for $4.90.
I read everything carefully and still missed the "terms and conditions" which state that you will be charges $84.93 unless you cancel - but the terms and conditions are carefully buried. I was on the lookout for this kind of thing and still I missed it. The cream itself is terrible - smells like watered down cold cream and resulted in a breakout. Then I missed that we were being charged this outrageous sum for what was supposed to be a trial sample - because my husband pays the Visa bill. By the time we caught it it was too late for a refund. How many people have fallen into this trap.?
Even if you cannot shut them down, it would be a service to the public to pay them a little visit or analayze the crap they are trying to pass off as face cream.

Please see the attached document for our response. 
March 6,2015ComplaintID: [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 period on 2/6/15. This was the date she paid forshipping and handling. On 2/20/15, her trial period was over. We did notreceive a request to cancel within those two weeks and so her account wascharged for the retail value of the product she had.  We firstheard from this customer on 2/23/15. During this call, her account wascancelled and she was informed of the Terms and Conditions. The customer statedthat she did not receive the product until 2/17/15 and therefore did not haveenough time to test it. In some instances, shipping can take a little longerthan usual and we are more than happy to extend the trial period to give thecustomer enough time to decide if NuvaLift is something they’d like to continuereceiving. However it is the customer’s responsibility to contact us andrequest that extension.  Thecustomer was transferred to a supervisor, who was unable to issue a refund. Asa courtesy, the supervisor offered to ship the customer a complimentary jar,which was declined.  Weapologize for any misunderstandings that may have occurred and regret that thecustomer is unsatisfied. Unfortunately as she is outside of her trial period, weare unable to offer a refund, but we can guarantee the account has beencancelled and we will still send out a complimentary jar. This will be shippedonce we receive an email to [redacted] that a suitable resolutionhas been reached.  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

Hi,
 
Thank you very much for the quick response.
The company, Nuvalift.com, has reimbursed me the agreed upon funds now.
This complaint can be closed.
 
Thanks again,
 
[redacted]

April 17, 2015Complaint ID: [redacted]We would like to acknowledge receipt of Ms. [redacted]’ complaint and appreciate this opportunity to address it. Our customers are sent their initial 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 credit card information (please see image on page 2). The customer has to click on “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 began her trial period on 1/23/15. She was selected for a special extended trial, which ended on 2/17/15. Since we did not receive a request to cancel during that time, our system attempted to charge her for the product in her possession. That charge was declined and our system attempted again, and on 3/2/15, the charge was approved. On 4/1/15, she was sent a second product as a member of our Preferred Customer Club. We received a call from the customer on 4/17/15. At this time, her account was cancelled and she was informed that because she was calling outside of the trial period, she was ineligible for a refund. As stated in our Terms and Conditions (see Section 2.2-b): “Your request for termination will be processed immediately; however, subject to Our refund policy You will be responsible for payment for any Product that has either (i) already been shipped to You or (ii) already been delivered to You at the time of Your call.”We apologize for any miscommunication that may have occurred. As a courtesy, we would like to offer a complimentary jar, which will be shipped out once we receive an email to [email protected] that a satisfactory resolution has been reached. 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

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]
 
As an added note, my debit card number has changed and I wasn't sure if I would be credited on the cancelled debit card.  The check can be mailed to:
[redacted] [redacted]
 
or you can contact me at [redacted]5 to make other arrangements.
Thank you.

December 24, 2014 Complaint ID: [redacted]
serif;">We would like to acknowledge receipt of Ms. [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. While many customers find our product through third party websites or surveys, as this customer did, all customers are redirected to our secure site to place their order. This is where they are presented with the Terms and Conditions. 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 began her trial on 11/17/14, and when we did not hear from her within those 14 days, she was charged on 12/1/14 for the retail price of NuvaLift. She called us on 12/2/14 and was provided with a cancellation number, however our Customer Support Representative could not offer a refund because the customer’s product was open. The customer requested to speak with a supervisor and was transferred. The supervisor was able to offer a refund of $33.95 for that open product, however the customer declined and said she would file a dispute with her bank, so we were unable to process the refund. If the customer had not proceeded with the dispute, we would have been able to offer her $42.44 for the open bottle, which is 50% of NuvaLift’s retail value. However, she did choose to file a dispute with her bank and her account with us has been frozen. 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

December 22, 2014 Complaint ID: [redacted]
serif;">We would like to acknowledge receipt of Ms. [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 her order on 11/17/14, and this was the date her 14-day trial began. When we did not hear from her, her account was automatically charged on 12/1/14 for the product she had. The customer called us on 12/9/14 about the charge and our Customer Support Representative reviewed the Terms and Conditions and cancelled the account. Since the customer did not request a refund for her opened product, none was offered to her, however our Customer Support Representative sent out a complimentary jar for the misunderstanding. We regret that the customer is dissatisfied with our service and we apologize that we cannot offer a refund, since she received two jars of NuvaLift Anti-Aging Complex for the price of one. 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 Mangement

Please see attached.We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.
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 6/22/14. 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, 7/7/14, when the trial period ended.
Ms. [redacted] contacted our company on 7/7/14 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