Sharp Trade, L.L.C. / InvestingLab

Our business records, which would include screen shots containing written advisories specific to this customer and to any and all customers, depict our plain-language cancellation policy, which details specific steps a customer must take any time prior to the expiration date of the 21-Day
Trial for the U-Turn Pivotal Reversal Software. This four paragraph statement, which must be acknowledged by the customer prior to granting access to the trial for ten dollars, clearly says customer will be billed for the full amount of the annual fee unless we receive an email within the day period. Furthermore, there is an additional paragraph contained within bold black lines which re-iterates the necessary steps needed to cancel This additional statement is directly above the signature block where the customer must insert his initialsSteps needed to cancel are rather simple and straightforward: only an email notifying us of the intent to cancel must be sent within days Steps needed to cancel are mentioned three times on this pageIn fact, the opening one-sentence paragraph clearly states how easy it is to cancel and provides the email address to be used for cancellation We even provide a No Thanks option, in the interest of clarity, so customer can decline the trial, worry freeThe customer has to formally acknowledge reading the cancellation policy by taking affirmative steps to activate the trial by inserting his signature into the signature block. The customer signed the required acknowledgement, and was granted accessConsistent with our clear statement of intent, the credit card that he willingly provided was charged Our software systems rigidly govern this process and there is no way for a customer or systems administrator to circumvent the process of affirmative acknowledgment of our policy prior to the charging of a customer’s credit cardOur plainly-stated cancellation policy and customer’s active acknowledgment of the terms and conditions are consistent with industry standards and practices relative to the provision of any reduced price trial period for virtually any product marketed via the internet. A copy of the standard order form is provided for your review/recordsOur records also show the customer made the original purchase on 2/5/and yet did not raise a complaint until one full year later. Logical inference is that customer enjoyed the use of our subscription product, which contains sensitive and perishable information relative to the global foreign currency market; a position his bank also apparently took when he attempted to chargeback the full amount. It is our experience banks begin with a presumptive bias of believing their customer until they receive clear and compelling evidence, the merchant, in fact, sold a legitimate product in a legitimate manner to a willing and fully aware customer. The customer’s bank reviewed all necessary documentation; their due diligence is beyond question. The fact they did not refund the customer’s money, which the customer actually acknowledges in his complaint to you, is a strong endorsement the cancellation policy and the customer’s acknowledgement of our policy, convincingly illustrate the customer was aware of actions he needed to take and the time limit for taking them. We remain steadfast in our position the day trial period is ample opportunity for a customer to evaluate our product relative to their particular needs and if the product does not suit, an email within the notice period is sufficient to prevent charging for the full amount is not an onerous step to take. We also maintain our position that the cancellation policy is both fair and reasonable; customer’s acknowledgment requirement by electronic signature is ample proof of his understanding of the plain language wording of the terms and conditions and we vend our product in a lawful and legitimate manner consistent with industry practicesFinally, while we are in the business of selling products, we are also compassionate and always willing to engage in a discussion with a client who wishes to cancel after the initial period. We would take into consideration, situations where a client had a family emergency, ill or incapacitated, or other hardship that a reasonable person would conclude was a legitimate reason customer missed the cancellation date. The client’s quibbling over what constitutes a contract and what does not constitute a contract, does not meet that threshold, especially when a customer does not repudiate his signature on our required acknowledgementThank you, *** ***
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Our business records, which would include screen shots containing written advisories specific to this customer and to any and all customers, depict our plain-language cancellation policy, which details specific steps a customer must take any time prior to the expiration date of the 21-Day Trial for
the U-Turn Pivotal Reversal Software. This four paragraph statement, which must be acknowledged by the customer prior to granting access to the trial for ten dollars, clearly says customer will be billed for the full amount of the annual fee unless we receive an email within the day period. Furthermore, there is an additional paragraph contained within bold black lines which re-iterates the necessary steps needed to cancel This additional statement is directly above the signature block where the customer must insert his initialsSteps needed to cancel are rather simple and straightforward: only an email notifying us of the intent to cancel must be sent within days Steps needed to cancel are mentioned three times on this pageIn fact, the opening one-sentence paragraph clearly states how easy it is to cancel and provides the email address to be used for cancellation We even provide a No Thanks option, in the interest of clarity, so customer can decline the trial, worry freeThe customer has to formally acknowledge reading the cancellation policy by taking affirmative steps to activate the trial by inserting his signature into the signature block. The customer signed the required acknowledgement, and was granted accessConsistent with our clear statement of intent, the credit card that he willingly provided was charged Our software systems rigidly govern this process and there is no way for a customer or systems administrator to circumvent the process of affirmative acknowledgment of our policy prior to the charging of a customer’s credit cardOur plainly-stated cancellation policy and customer’s active acknowledgment of the terms and conditions are consistent with industry standards and practices relative to the provision of any reduced price trial period for virtually any product marketed via the internet. A copy of the standard order form is provided for your review/recordsOur records also show the customer made the original purchase on 2/5/and yet did not raise a complaint until one full year later. Logical inference is that customer enjoyed the use of our subscription product, which contains sensitive and perishable information relative to the global foreign currency market; a position his bank also apparently took when he attempted to chargeback the full amount. It is our experience banks begin with a presumptive bias of believing their customer until they receive clear and compelling evidence, the merchant, in fact, sold a legitimate product in a legitimate manner to a willing and fully aware customer. The customer’s bank reviewed all necessary documentation; their due diligence is beyond question. The fact they did not refund the customer’s money, which the customer actually acknowledges in his complaint to you, is a strong endorsement the cancellation policy and the customer’s acknowledgement of our policy, convincingly illustrate the customer was aware of actions he needed to take and the time limit for taking them. We remain steadfast in our position the day trial period is ample opportunity for a customer to evaluate our product relative to their particular needs and if the product does not suit, an email within the notice period is sufficient to prevent charging for the full amount is not an onerous step to take. We also maintain our position that the cancellation policy is both fair and reasonable; customer’s acknowledgment requirement by electronic signature is ample proof of his understanding of the plain language wording of the terms and conditions and we vend our product in a lawful and legitimate manner consistent with industry practicesFinally, while we are in the business of selling products, we are also compassionate and always willing to engage in a discussion with a client who wishes to cancel after the initial period. We would take into consideration, situations where a client had a family emergency, ill or incapacitated, or other hardship that a reasonable person would conclude was a legitimate reason customer missed the cancellation date. The client’s quibbling over what constitutes a contract and what does not constitute a contract, does not meet that threshold, especially when a customer does not repudiate his signature on our required acknowledgementThank you, *** ***
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Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]