NuvaLift

Review: I received a jar of Nuvalift as a "thank you" for completing a customer survey from Ikea.

I included my credit card number on the "reward" to cover shipping. Apparently the fine print disclosed that what I was really signing up for was a 14 day "FREE TRIAL" of the product and failure to cancel automatically permitted them to charge my credit card $89. per month without my authorization. I contacted the company and requested that they credit my account for two shipments that I returned to them, they refused, citing the default clause of the "Contract."

I believe this is an unfair business practice and I intend to notify Ikea of my experience.Desired Settlement: Automatic credit card charges resulting from failure to cancel a "contract," are unfair to consumers.

Nuvalift should be prohibited from this practice. The company should accept full product returns and credit the amounts that were unauthorized.

Business

Response:

May

5, 2015Complaint

ID: [redacted]We

would like to acknowledge receipt of Ms. [redacted]’s 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. Many

of our customers do find us through third party websites or surveys, however

all customers are redirected to our secure website to review Terms and

Conditions and place their order. 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 placed her order on 11/19/14. This was when she paid $4.95 for

shipping and handling, and was the start of her 14-day trial. On 12/3/14, her

trial period was over and she was charged for the product in her possession. As

a member of our monthly subscription program, she was sent another product on

1/2/15, 2/1/15, 3/3/15, 4/2/15, and 5/2/15. We

did not know the customer was unsatisfied until she emailed us on 5/4/15. Her

account was cancelled on this day and she was reminded of our Terms and

Conditions. The customer was also informed that due to our Terms and

Conditions, she was ineligible for a refund. 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

Review: I ordered by internet advertising a trial sample of NuvaLift Anti Aging complex for $4.95 (6/26/14) which was charged to my Visa account & what I was shipped was an approximate 2 ounce jar (which I did not use) and a charge of $84.87 also posted on my Visa 6/20/14. I was later told by [redacted] Mgr. @ NuvaLift I was on a monthly order mailing list---which I would not have signed up for. Michelle at OCCU Visa Security contacted NuvaLift and listened to my conversation with [redacted] was not willing for me to return the product or credit my account. I DID send the product back USPS to the San Diego address 6/30/14 & they received it 7/3/14. I tried to file a complaint on their website but they charge another $9.95 to do that---it seems the company connives the customers into money for their benefit and do not have good business practices. I did not order a 30 day supply of their product & after seeing their prices would have never ordered even a trial sample. I will continue to tell everyone about this company I feel is 'dupping' unaware customers and benefiting themselves by refusing to credit an account verbally or after receiving their shipped returned product. This is probably one of many complaints you have or will receive about this company. Thanks for your time and consideration.Desired Settlement: Full refund of returned product ($84.87) by check or to my Visa. Investigation into NuvaLift ethical business practices

Business

Response:

We would like to acknowledge receipt of [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 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 5/24/14. 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 charged for the full-month’s supply on the 15th day, 6/8/14/14, when the trial period ended. The customer contacted our company on 6/27/14 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 refund $84.87 for this complaint upon confirmation a resolution has been reached. 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

Consumer

Response:

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,

Review: I took a survey over the internet and chose a free gift of Nuvalift for taking the survey. Upon choosing this product it stated that I had to pay for the shipping at the cost of $4.95. At that time I put in my credit card number in for the cost of shipping only. Received the product and haven't had a chance to use it yet. This all took place on the 30th of January and received the product the next week. Upon balancing out my company credit card I questioned my general manager, and co-owner what the charge of $84.87 was for, and neither one had a clue. At that point I goolged nuvalift and found out that it was the product I had taken as a free gift for answering the survey. I called their company and was told I went to their web site and ordered it and that I signed up for a 13 day free trail and that I was to cancelled within the 13 days so I won't get charged for it. I never went on their web site and never meant to order it and pay that price. I told [redacted] that I'm sending it back unopen and want a full refund. [redacted] said she would have to charge me a restocking free of $21.59 and give me back $63.20. I also found out that I'm not the only one to get this scam as I read the complaints about this company. I never read an advertisment about this product and than proceeded to order it. I just took as a free gift for answering a survey.Desired Settlement: Full refund of $84.87 as I never wanted to buy the product only receive it as a free gift. Returned product unused and never tampered with.

Business

Response:

February25, 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

Review: Ordered this product on 2/8/14 which advertised a 14 day trial period. Received product on 2/14. Discovered a charge of $84.87 to my bank account on 2/22. When I emailed the company that the product was still within the trial period, the answer I received was "the trial period begins with the date it was ordered however the charge will be pending until the actual 15 days is reached" (which would have been 2/23.. still would have been within the trial period according to my calculations but not NuvaLift's!) I immediately requested a termination to the subscription which confirmation was emailed on 2/24. I paid for the product! While on vacation, I checked my bank only to find that on 3/27 there was a debit to my account in the amount of $84.87. I immediately emailed the customer support group asking why, since I cancelled and was confirmed on 2/24, has this happened. No answer. (Now, when my corresponding with them in February, the replies were instant) I sent another on 4/7 and to this date I have heard nothing BUT on 4/9 yet another charge to my account was debited. Please understand that upon my return from vacation which was 4/15, in my mail was the package from NuvaLift for the March debit. It was returned by the Post Office on Friday 4/18..UNOPENED. After being totally ignored, I sent a "final" email on Sunday, 4/20 telling them unless I get an immediate response and a credit to my bank in the amount of the two charges, I would contact a customer protection agency...No threat, just a promise so here I am. Should you need additional info, please feel free to contact me. Thank you and I do so look forward to and end to this nightmare.Desired Settlement: I am looking for a refund of the two charges debited to my account AFTER the termination date of 2/24. The total reimbursement is $169.74. In addition, I think I should be due something for all the time and aggravation caused by an inferior customer service department. Please mak certain that this incident is recorded.....NuvaLift should be thrown out of business.....false advertising. Proclaim a 15 day trial period which in actuality resulting in less than that.

Consumer

Response:

Thank you for your immediate attention to my query but you do not have to "dig" any further.

I am almost too embarrassed to tell you but you need to know. The third debit to my account on 4/9 was actually a credit. This I found after chatting with my bank online. Therefore, aside from being ripped off at the beginning, all is well. I do think, however, some changes are needed in their customer service department....I still have not received any replies to my emails sent.

Again, thank you and I do apologize.

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,

Review: After completing a short survey by e-mail on 8/29.14, I got offer for a free 30-day trial sample and was required to only pay $4.95 for shipping and handling (CHASE Credit Card charged) and delivered on 9/3/14. Package included just advertising flyer and survey form.There was NO mention of a further charge for a "30-day trial supplyThe company definitely failed to disclose all terms and conditions of the trial sample. 9 days late (on 9/12/14) they are charged my credit card for the price of $84.87without prior notification from the company. Once they get my credit card number they have on file and a trial product for $4.95 turns into being billed $84.87 each month.Per my request CHASE Cardmember Service closed my account and processed to resolve the dispute of unauthorised charges.Unfortunately, the merchant re-bill my account again.Sincerely,[redacted]Desired Settlement: Full refund of $84.87Such legal trick of fraud has to be stopped.

Business

Response:

January 14, 2015Complaint ID: [redacted]We would like to acknowledge receipt of [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 via phone or email, 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. On 8/29/14, this customer’s trial period began when the he place his order and paid the $4.95 for shipping and handling. We did not receive a request to cancel via phone or email during those two weeks, and on 9/12/14, his account was charged for the full price of the jar in his possession. On 10/3/14, after noticing the charge, the customer did not contact us to come to a resolution, but instead went directly to his bank. We do apologize, but we are unable to assist this customer further or offer a refund as his 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

Consumer

Response:

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 want to continue with the dispute because:

I was very happy with the resolution to a problem I initially experienced with NutraLift. They responded to my e-mail explaining the problem very quickly, very professionally and with a very acceptable solution. I like their product and will continue to be a regular customer.

Review: I ordered from NuvaLift what was advertised as a trial product,(a jar of face cream),with my paying just shipping and handling which was just under $5.00, no obligation otherwise. Received the product, paid the shipping and handling. No other contact. Two days ago I received my Visa statement which includes a charge of $84.87 from NuvaLift. I did not order and do not expect to have to pay this charge. Sent an e-mail to support, received no response. Called their support number, ###-###-#### on October 24. Customer Service Rep. was very ugly to me, would not consider that I did not agree to this purchase and insisted that I was liable. I offered to send trial product back, offer refused. She got ugly, I got uglier. I insisted on speaking to a supervisor. She finally put someone named [redacted] on the phone - not sure if he was a supervisor or not. Same treatment. I told him I was going to call my Visa company and request this charge be put in contest because I did not order the product. He said he could cancel any future shipment which I asked him to please do. I called my Visa company, they suggested I not pay the charge right now - they are going to try and correct the problem and obtain a credit for the charge. I also asked [redacted] which Revdex.com served their area because I was also going to contact their office to let them know what his company did was just totally wrong. He told me he did not know, but they had several locations with lots of customers who kept ordering from them. At that point I just told him that I would find out for myself. As an afterthought I called him back and did get a cancellation number from him to send no more product.Desired Settlement: I would like for my Visa card to be credited in the amount of $84.87 for NuvaLift Product which I did not order and did not receive.

Business

Response:

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 or a trial product, only a trial period to try our 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 9/7/13. This was when the initial $4.95 was paid for shipping and handling, and was also the start of the customer’s 14-day trial period. Since we did not hear from her before the end of her trial on 9/21/13, she was billed for the product in her possession and enrolled in the NuvaLift Preferred Customers Club, where she would receive monthly shipments of NuvaLift. In her complaint, she states that she was charged $84.87 for a product she never received. The charge on 9/21/13 was for the initial product. On 10/21/13, she was scheduled to be sent her second jar. However, that payment was declined and the next attempt was set for 10/25/14. We first heard from the customer on 10/24/14, which was when her account was cancelled, and that second shipment was stopped before it could be sent out and before the customer was charged for it. We do apologize for the way the customer was treated when she called our Customer Support Team. Customer satisfaction is very important to us and we are continuously striving to streamline and perfect the quality of our service. We apologize for the misunderstanding, and willing to refund of $84.87, upon email confirmation to [email protected] that a resolution has been reached. However, 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

Review: I was contacted with the free trail offer verbally was told that no further charges besides initial trail size for shipping would be charged to my credit card. I just received a product from them that I did not order and they charged to my credit card for $ 84.74. This was a unauthorized charge. They did not have my authorization to charge or send me anything else but the free sample which I paid for the shipping of $4.95. This is a scam and I see many complaints issued. The sample I received smelled rancid and I just threw it away.Desired Settlement: I am sending unopened envelope and the first attempt to scam me with this unauthorized purchase. I will return tomorrow and I want them to NEVER CONTACT ME AGAIN.

Business

Response:

Please see attached.

Thank you.

July 28, 2014

Complaint ID: [redacted]

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 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 5/28/14. 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 to cancel and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 6/12/14/14, when the trial period ended. The customer contacted our company on 7/16/14/14 to cancel their subscription, over a month after their first charge. Finally, their subscription was canceled at that time and a full refund of $84.87 was issued to the customer.

We apologize for the misunderstanding, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times before the order is processed. We are willing to send out a complimentary bottle of NuvaLift to Ms. [redacted] if she is interested.

Sincerely,

Nuvalift Management

Review: I was charged $84.87 to my checking account for a product I do not have. I called the company and they refused to credit my account stating I agreed to their terms and agreement. The woman was very snotty and kept talking over me about the terms and agreement. I cancelled the apparent order and they gave me a cancellation number. I asked to receive and email confirming I would not be charged again. She refused to do so. I asked her how this confirmation number they gave me was ligitimate and she just was very snotty and told me to go to their website. I never got any product. They basically got $84.87 from me for free. It's theft.Desired Settlement: I want to be refunded the money that was taken from me for a product I never received.

Business

Response:

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 3/16/14. 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, 3/31/14, when the trial period ended.

Ms. [redacted] contacted our company to cancel her subscription on 4/2/14. She then filed a chargeback against our company on 4/30/14, and the matter is now out of our hands as the bank is handling it. We are willing to reconsider this case once the bank considers the dispute resolved.

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

Review: I took a servey and for doing so I got my chose of free gifts so I got the free trial from nuvalift then they charged me $4.95 for shipping OK. But now nuvalift has erroneously used the debit card I used to pay for the shipping charged and has stole $84.87 of my money for the trial gift that was to be free. I try to get a hold of nuvalift support @ nuvalift.com but I get no return mail from them. I just want the hard earn money they took out of my bank account with out my OK.Desired Settlement: To be refunded the $84.87 that was taken from my card with out my OK.

Business

Response:

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 5/21/14. 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, 6/5/14, when the trial period ended. The customer contacted our company on 6/23/14 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 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 state the terms and conditions clearly. Terms and conditions are located the website, and should be read as they are there for a reason. Please refer to our website. http://nuvalift.com

Consumer

Response:

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 think the business Nuvalift did the wright thing by refunding the money back to me in the name of good faith. I thank them for understanding what I went through over this mix up. All I wanted was the free gift that was owed to me for taking the survey that was offered. And the only way I had to get my free gift was to check the box after I give them my credit card number and if I did not check the box I would have not gotten what I took the survey for anyway. So I have learned a good lesson about how things on the internet are not as good as they seem. Thank You Revdex.com of San Diego for helping my self and Nuvalift come to a resolution on this matter.

Regards,

Review: I was offered a 15 day trial of Nuva Lift Anti-Aging complex online for $4.95. I was under the impression the trial period lasted for 15 days after the product arrived, however, I was wrong. The trial period started the day I purchased the product. My account was than billed $84.95 eight days later. I am a soldier so I was unaware of this action taken during my absence due to training purposes. As soon as I saw the charge I cancelled the service immediately. I was than informed I had been past the trial period which in all actuality is only 7 days if I was at home to receive the product. The customer service agent I refuted my case to said they couldn't take the product back, but could reimburse me 50% of the product price. I am currently waiting to see if they will honor that.Desired Settlement: In an ideal world I would give them back the unopened product as they should reimburse me for the full amount, and I will pay for the shipping and handling. Then everyone can live happily ever after. Thank you

Business

Response:

Please see the attached document for our response. January 2, 2015Complaint ID: [redacted] 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

Nuvalift is very misleading, it does not state you will be charged 84.87 for tiny jar of product that does not work.

Review: I signed up for a free sample of NuvaLift skin products. I payed the shipping fee. About a month later, I received another package with a small container of skin cream in with a bill for $84.17. I checked my banking transactions and they took the money out of my account without my permission or knowledge. They will not respond to my inquiry.Desired Settlement: I would like my refund, and I want my information out of their system. I find it appalling that this company takes money out of people's accounts without their knowledge.

Business

Response:

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

Review: I read an advertisement for trial size of Nuvalift with payment of shipping & handling $4.95 on 4/9/14. Received notice from my bank -$84.87. Went to my bank today; found out Nuvalift had charged this amount and on my bank statement

had recurring. I have not received another order from Nuvalift except the trial size. I called 1 877-759-7349 spoke to [redacted] and [redacted] (supervisor?). I explained had not recieved another order and needed to have the - $84.87 off my account.

I was informed I could not be refunded my money- there was a 15 day period from order date to let Nuvalift know I did not want any more product. I told them I would return the product I have left since I was told today the product sent was

a 30 day supply and they do not except returns. I do not understand- why would the company send a 30 day supply of a product for a shipping & handling fee of $4.95 - and the customer is "trying" a sample. I will gladly return the Nuvalift and

I want the $84.87 debited back to my bank acct immediately. I was given a cancellation # [redacted] for future billings without a product being sent.Desired Settlement: I would reccommend that Nuvalift be honest with it's customers. I would recommend sending a trial sample and if sending any size of the product larger or that costs more than the trial size of that product; the full price of that product should be with the advertisement so customer can chose if they wish to go that route.

Business

Response:

Specifically, this customer placed their order on 4/9/14. 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, 4/24/14, when the trial period ended.

[redacted] contacted our company on 5/13/14 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

Business

Response:

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 4/9/14. 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, 4/24/14, when the trial period ended.

[redacted] contacted our company on 5/13/14 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

Review: I received a spam email saying my Kohl's reward card points could be used to get a free gift. No disclaimer was on this site. The site now is no longer available. I was disconnected when calling Customer Support repeatedly. This is a scam.Desired Settlement: catch these crooks. the websites expire before they can be investigated.

Business

Response:

Please see attached.

Thank you.

July 25, 2014

Complaint ID: [redacted]

We would like to acknowledge receipt of Mr. [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 6/27/14. 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 to cancel and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 7/11/14, when the trial period ended. The customer contacted our company on 7/16/14/14 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 refund the $84.87 for this complaint upon confirmation that a resolution has been reached. 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 Mr. [redacted] if he is interested.

Sincerely,

Nuvalift Management

Business

Response:

Please see attached.

Thank you.

July 25, 2014

Complaint ID: [redacted]

We would like to acknowledge receipt of Mr. [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 6/27/14. 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 to cancel and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 7/11/14, when the trial period ended. The customer contacted our company on 7/16/14/14 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 refund the $84.87 for this complaint upon confirmation that a resolution has been reached. 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 Mr. [redacted] if he is interested.

Sincerely,

Nuvalift Management

Review: Contacted Nuvalift to dispute a charge on my credit card account that I did not authorize for $84.87. ( Had a similar experience with [redacted] for $99.15- although they have agreed to refund the charge) The two companies are in a joined venture! After explaining that I did not authorize such a charge I was told that I had agreed to the fine print in terms and conditions. The only thing I agreed to was a charge of $4.95. I was not bale to resolve with customer service representative so asked to speak to a manager - manager was less than helpful and told me I had agreed to terms. I said I would contact the credit card company and start a dispute if they were unwilling to assist me. Was VERY polite. Told I was wasting my time and that the credit card company would say the same. I have opened dispute with CC company anyway!

I am totally disgusted with this company and its partner company [redacted] for their business practices - they are more than misleading and I have never received any e-mail confirmation or correspondence from Nuvalift.Desired Settlement: I would like to see a refund of $84.87 to my Credit card from Nuvalift - However I want to bring your attention to this "in my opinion - Scam" Both companies ignored my request and were very pushy and somewhat rude. It took a long time for me to get any movement or response and although [redacted] agreed to credit my account they tried to engage me to frustration before agreeing! Nuvalift were very matter of fact and told me I was wasting my time!

Business

Response:

February 12, 2015 Complaint ID: [redacted] We would like to acknowledge receipt of Ms. [redacted]’s complaint, and appreciate this opportunity to address it. The customer states that she has already filed a dispute with her credit card company, and so her account with us has been frozen. We do apologize for any misunderstandings. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. However, we do stand by our policies and regret that we are unable to assist this customer further. Sincerely, NuvaLift Management

Review: I was offered to take a survey and I would recieve 2 FREE gifts I took the survey then I chose nuvalift as one of my free gifts just to pay 4.95 shipping and the original price of 84.00 was crossed out and I recieved the product then awhile later looking at my bank statment they charged me the 84.00.I called the company they were rude and would not refund my money even if I sent the product back.I dont know how these people live with theirselvesDesired Settlement: I want my money back and something needs to happen someone should stop this company from doing this to people.This is a scam!

Business

Response:

December 24, 2014 Complaint ID: [redacted] 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

Review: As advertised on TV may have been the first problem, lesson we'll learned. I payed for a product that I have yet to receive and test for my self and yet there have been $170.00 taken out of my bank account that was not authorized. I have been trying to get in touch with the company as well with continued failed attempts. I think as a consumer you should make that readily available. I still have yet to try this product and I have 3 purchases. I find this disturbing.Desired Settlement: It would be nice if they took ownership of this issue and not trick people into buying there products. Make contact information easy to access. Thank you

Business

Response:

As advertised on TV may have been the first problem, lesson we'll learned. I payed for a product that I have yet to receive and test for my self and yet there have been $170.00 taken out of my bank account that was not authorized. I have been trying to get in touch with the company as well with continued failed attempts. I think as a consumer you should make that readily available. I still have yet to try this product and I have 3 purchases. I find this disturbing.

Review: A couple months ago, I. saw an ad for Nuvalift that appeared on my IPAD. It said free sample, plus 4.95 shipping. I received that ONE shipment. Knowing, I only wanted the FREE ample, I attempted to call to cancel any other orders, within a week, which was well within the time allotted! I tried for days to reach Nuvalift, to no avail. A ll I got was a recorded message telling me their business hours. Frustrated, I cancelled my credit card. Last night I received a call. from one of their representative, telling me I had not paid for a shipment, I, supposedly received. When. I told her I NEVER received anything other than the one free sample, and, tried repeatedly to call and cancel any future orders. She said I would be hearing from their Collection Agency. In frustration, I hung up the phone. The are not a reputable company---can anything be done to STOP them!??????????Desired Settlement: I want them to stop calling me, not have their Collection. Company calling me, and, DO NO t want them reporting me to a credit bureau!!!!

Business

Response:

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 keep 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 6/15/14. 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, we attempted to charge the customer on 15th day, 6/29/14,

when the trial period ended.

The customer must pay for the full-month’s supply in their possession, as we do not carry or send trial sized jars, contrary to

what Ms. [redacted] has stated. However, since the charge was declined on 6/29/14 and 3 consecutive times after, the customer still owes us for this

product. On 9/10/14, one of our agents reached out to the customer in an attempt to collect a payment for this debt, however the customer refused to

listen to our explanation and disconnected the call. Please see the screen shot below of the checkout page every customer must complete to order our product,

which thoroughly and easily explains our Terms and Conditions.

We apologize for the misunderstanding, and have cancelled this account so that it will not be

sent to collections. 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.

Consumer

Response:

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,

Review: On January 26, 2015 I purchased a trial offer of Nuvalift for $4.95. I opened my mail yesterday 04.16.2015 to find another jar of Nuvalift and a bill for $84.87 for which I DID Not Order. I called Nuvalift today 04.17.2015 and spoke with [redacted] advising her of what happened. I told her I would mail back the jar of Nuvalift I just recieved and wanted a full refund. She advised me that I would not be geting a refund. I told her I would be complaining to the Revdex.com and Consumer affairs in San Diego California. After researching the company on the Revdex.com website, I see this company has a history of doing the same thing to other people. I advised the company to take me off their mailing list and never contact or bill me again.Desired Settlement: Refund my money and change the business practice

Business

Response:

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