SugarSync

The transaction in question occurred on July 18, ***. Thank you for your help! [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Please follow the steps to cancel your accountWe have added more chat agents to handle cancellations during this time Thanks Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/26) */ The matter has been resolvedI was able to cancel my accountHowever, this does in no way affect my complaint concerning the practices of SugarSync with regard to the procedure of cancelling

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meSincerely, [redacted] Chan

Complaint: [redacted] I am rejecting this response because: I called [redacted] and they informed me that the disputed fee of $ [redacted] has not been returned to my credit card accountI paid my most recent credit account statement, which included the disputed feeI don't understand the last two paragraphs of SugarSync's response Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ Customer contacted us after her account was billed. As our Terms of Service state all downgrades happen upon the NEXT billing cycle. http://www.sugarsync.com/terms.html Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/26) */ (The consumer... indicated he/she DID NOT accept the response from the business.) Although this may be legal, it is extremely deceptive. Most businesses notify you via email that your account is coming up for renewal, allowing you to make an informed decision. It is ridiculous to expect that anyone can keep track of automatic renewal dates from everything they subscribe to. It is SugarSync's responsibility as a reputable company to notify people, although it may not be the letter of the law. I stand by my complaint. Final Business Response / [redacted] (4000, 9, 2015/05/29) */ Upon signing up with SugarSync we sent an email with your account renewal date. Also at any time, you are able to login to your account on our website and see when your renewal date is, and the amount that your account will renew for. Final Consumer Response / [redacted] (4200, 13, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stand by my complaint. I demand a refund.

Complaint: [redacted] I am rejecting this response because: I thank the Revdex.com for its action in gaining a refundI reject sugarsync's response that they have an easy online chat cancellation departmentA quick search of the web, "trouble canceling sugarsync account", will show endless consumer frustration with sugar sync cancellationThey will answer the phone but direct you to an online chat department to cancel? This online chat department only functions hours a day?? It is not a reliable and it is an attempt to delay cancellation for sugarsync's outdated and over priced business modelSome people might say that the state of California and US Gov should be looking at their business conduct Sincerely, [redacted] ***

The consumer’s matter has been reviewed and pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; nevertheless, as a courtesy, the consumer has been provided two refunds of $***, totaling $ [redacted] and consisting of months service fee, and the account closed as requested The transaction reference numbers for the reimbursements are and [redacted] and the reflection of the funds onto the consumer’s account is dependent on the credit card provider We may suggest that the consumer contact with the credit card provider in this regard While we understand the consumer’s position, please keep in mind that the SugarSync services, as provided by the company, for which the consumer had signed up for is merely to have the ability to back up their data as desired and includes no account or system monitoring by the company; neither the SugarSync sign up process, website or customer agreement make any inferences that the company would audit, oversee or otherwise monitor a consumer’s account activity or data to ensure that synching is occurring Onus of responsibility falls directly upon the consumer to regularly review their own account activity and desktop application to ensure that data is being synced as desired The mere appearance of the desktop application on a consumer’s workstation does not offer any guarantee or indication that data is syncing or being backed up SugarSync provides notices of applications updates through the application itself; it would be reasonable to expect a consumer to regularly use or review the installed application and to receive update notifications in the course of their use of the application Moreover, the SugarSync customer agreement (https://www.sugarsync.com/en/terms ), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him, via paragraph “Service Limitations” of the customer agreement, that SugarSync uses reasonable efforts to make the service available days a week hours a day; however, SugarSync does not guarantee availability of the service, shall not have any liability to the consumer for any unavailability of the service, and is under no obligation to provide the consumer with maintenance, technical support or updates for the software or service unless provided in conjunction with the consumer plan, which would not be the case here; as no such service was included in conjunction with the consumer selected plan Furthermore, the SugarSync customer agreement made clear to the consumer, via paragraph “Subscription Period and Subscription Fees that fees are payable in advance and completely non-refundable and makes no provision for a rate reduction, waiver, or refund if the customer elects not to use the service during any given time Records for the consumer’s SugarSync account show that the last time that the consumer’s computer had accessed SugarSync was on September 13, ***, and not September 29, ***, as asserted, and contact data shows that the consumer was informed of the same via e-mail communication with SugarSync support on July 6, *** We thank the consumer for his patience and understanding as well as for taking the time to report his experience, so that we can investigate these matters and take any necessary steps to improve the customer support experience and processTell us why here

Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ You can retrieve the password [redacted] your account from here, https://www.sugarsync.com/forgot-password Then once you are logged into your account you follow these steps to cancel the account: https://support.sugarsync.com/hc/en-us/articles/XXXXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned before my parents is not even aware that they signed up for this serviceThey do not have an email nor passwordThere is no way for me to reset a password [redacted] an emailI do not know how Sugarsync is able to get their billing informationIf they could please consider is a cancellation noticeThe only information I have are my parents nameI do not want to give out my parents name through here, but would be glad if SugarSync can contact me on my email address to further discuss this matterMy email is [redacted] @yahoo.comI simply want to cancel this before SugarSync kept charging my parents for services they are not aware of and does not useThis is bad business practice

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ It is a day free trialPlease read our Terms of Service which you agreed to that stated we offer no refunds, and you understand this, and agree to it As [redacted] said in the chat room, we will not be offering a refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response because when I signed up it was with the intent of a day free trial since I don't need the serviceThere after I kept getting emails that my account will cancel if accounting info was not updatedI was expecting for them to just cancel the accountI tried calling to cancel one time and their cancellation period is very vague and difficult to performI think this service is misleadingWhen I signed up for the SugarSync day free trial no where did I see instruction for cancellingIt was after I had to waste hours of my day to cancel because SugarSync representative are not available at night to answer the phoneThis is a work related service that I don't needPlease credit my credit cardThank you

We have again reviewed this matter and our response remains the same Nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, [redacted] has been issued a refund check of $***, consisting of the last annual service fee Please allow 6-weeks for receipt In response to [redacted] concerns, the company would like to reiterate that the SugarSync customer agreement makes no guarantee to availability of the services and the company is under no obligation to provide the customer with maintenance, technical support or updates for the software or services Moreover, while we understand [redacted] position, some onus of responsibility must also lay with the customer; it would be reasonable to expect (as well as the responsibility of) the customer to regularly review their account status and standing and to contact any service provided in a timely manner in the event of any service discrepancies That said, in light of our courtesy refund and waiver of the agreed and accepted no-refund policy, the company believes this matter has been properly addressed and considers it closed We again apologize for the less than satisfactory experience and any inconvenience that it may have causedTell us why here

Initial Business Response / [redacted] (1000, 5, 2015/07/03) */ We have sent instructions on how to cancel your accountPlease follow themThanks Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) In order to cancel your account you will need to contact our Cancellation Department between the hours of 10am and 2pm PST Monday - Friday Please follow the steps below: Log into the Support portal Then contact our Account Cancellation Department I've tried numerous attempts to reach customer support via online, and NO ONE is EVER available I've made this as a known issue to the company and still they continue to send the same response, indicating my account is still active and I need to follow those directions That is unacceptableI feel like no one is trying to resolve the problemClearly there is something wrong with their processesI've made it clear via email that I NO LONGER WANT A SUBSCRIPTION with this company, and yet they continue to tell me I 'ave to follow instructions that are obviously not working for me, in order to cancel my accountManagement at this company should be quick to resolve customer issues, but instead they want to try and justify reasons to attempt to take money out of my accountI've never encountered anything of this caliber before I JUST SIMPLY WANT THE ACCOUNT CANCELLEDIf I'm telling them I'm having issues, why can't they just cancel it from there end and send me confirmation that is has been closed or shut down I feel those replies they continue to send me via email are automatedI would like to talk with a live agent without have to pay money to do so If customers satisfaction is something they pride themselves on as a company, this has not been proven in my experience with them Final Business Response / [redacted] (4000, 9, 2015/07/15) */ We have NO WAY of verifying a users identity unless contact is done via our live chat serviceOnce a user is in live chat, then we can proceed with cancellation because we can be certain the user is who they claim they are We take security very seriously and will never compromise to help out a user Final Consumer Response / [redacted] (4200, 13, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not questioning the security of validating the identification of customers, I'm advising the company that the protocol they have in place for my account is not workingI've never been able to reach a representative via online chat, everytime I've tried it says to try again later and this had been the responseAs a customer, I've addressed the technicalities that I've been having in regards to cancelling my account and yet no one have tried to contact me to rectify the situationThis back and forth communication is not resolving the issue at handI've proven via screen shots my inability to reach an agent via live chatI've followed the cancellation procedures and yet the company Continues to send the same response which is my complaintWhat's the difference with validating the identity of a customer via phone vs online chat? I've been trying to cancel this subscription for weeks now, and no one at this company wants to resolve the issue at hand which is the fact that I'm never able to reach a live agent via chatThat is my complaintWhat is the protocol for the company in cases such as this, when you clearly see that I'm having issues talking to someone online? This entire complaint can be resolved with a simple phone call, and going through the steps of cancelling the subscriptionI don't feel like I should have to pay more money just to speak with a live person if I'm advising the company there's issues in the process for what I've signed up forSo to the original response, I want the subscription cancelled,can someone call me to do so since I'm never able to talk to an agent via online chatThat has been my initial request

Initial Business Response / [redacted] (1000, 7, 2015/10/20) */ We have been in receipt of the consumer's, [redacted] ***, concerns and unfortunately, have been unable to review the matter any further as we have been unable to locate any account utilizing any of the data (i.ename, billing address, e-mail address, telephone number) as provided in the Revdex.com matter As such, we ask if the consumer would please provided any additional account identifiers, such as an account number or e-mail address under which the account is registered, as well as any additional information (such as any trouble ticket ID numbers, any e-mail address used to contacted customer support, the representatives spoken with) that may be pertinent to this matter and aid in the discovery of prior contacts with customer support regarding the matter We also invite the consumer to please provide us with the requested data via email to ***@j2.com so that the matter can be investigated furtherOnce the additional information has been received, we can proceed with reviewing the case We apologize for any inconvenience encountered and appreciate the consumer's attention to this matter and look forward to hearing from them

The consumer’s matter has been reviewed and although a refund was found not to be applicable in this matter pursuant to the agreed and accepted binding customer contract; as a courtesy, and in the interest of a mutually satisfactory resolution, the consumer has been provided a refund of $***, consisting of one month service fee incurred The transaction reference ID number for the reimbursements is [redacted] and the reflection of the funds onto the consumer’s account is dependent on the credit card provider We may suggest that the consumer follow up with the credit card provider in this regard Records show that the consumer, Jeffrey Davis, signed up for a SugarSync account online on May 1, ***, with a trail period that ended June 1, ***, when billing for monthly service fee commenced SugarSync provides an easy-to-use online chat option for account cancellations that was available to the consumer for which data does not show any attempt from the consumer being made Customer contact data shows that the consumer had contacted SugarSync customer support via telephone on August 5, ***, requesting to cancel his account Data shows that the consumer was advised that accounts must be canceled through the Cancellation Department via online via chat; however, as a courtesy, SugarSync support elected to accepted the improperly submitted cancellation request upon receipt, via e-mail from consumer, account information sufficient to verify identity in order to proceed The account was closed as requested, billing ceased, and an e-mail confirmation was sent to the consumer the same day The consumer’s SugarSync account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation from the consumer prior to the account’s monthly renewal on July 29, *** Neither the SugarSync sign up or upgrade process nor the SugarSync customer agreement make any inferences that services will automatically terminate service term The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections “Renewals and Cancellations” of the customer agreement, that accounts subject to subscription fees shall automatically renew for the same subscription period unless the consumer has canceled the account by the end of the then-current subscription period The consumer was further made aware, via Section “Subscription Period and Subscription Fees”, that fees are non-refundable; explaining that by creating a paid account (sign ups in which credit card information is voluntarily entered by the consumer), the consumer acknowledged that SugarSync may charge the credit card on file for the amounts due for the consumer’s initial subscription period as well as for additional subscription periods until the customer’s account is canceled or terminated, with all appropriate verbiage appearing clearly and conspicuously, in offset text in all caps As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service The SugarSync sign up process prior to the account activation clearly reads “By continuing you agree to SugarSync's Terms of Service.” It is the consumer's responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services Ignorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations While we understand the consumer’s position, onus of responsibility lies with the consumer to be aware of the annual renewal dates for their account and to contact SugarSync support prior to the end current billing cycle to cancel services if they wish to avoid incurring charges for the following billing cycle We are taking the consumer's reported comments and feedback under advisement and will have it further reviewed by the appropriate departments to see that we take the necessary steps to improve the customer support process and experience The consumer’s patience and understanding is appreciated

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Customer first contacted us via email on Jun XX XX:XX pm His account was already billed on Jun XX X:XXam Since his account was not canceled before his renewal date, his account was renewed

Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ Records show that the consumer, [redacted] , signed up for a SugarSync Free account online on November 19, 2014, and activity for the account shows that it was upgraded the same day to a SugarSync paid account per the consumer's request, with annual subscription rate plan Customer contact data shows that the consumer had e-mailed SugarSync support on September 28, 2015, requesting to cancel his accountA response was sent to the consumer the same day (September 28, 2015) providing instructions on how to properly cancel services via online cancellation link Contact data shows no record of the consumer using the cancellation instructions as provided prior to January 14, 2016, when records show that the consumer had contacted the SugarSync cancellation department via online chat and followed and completed proper cancellation procedures as previously provided The consumer's SugarSync account had remained active and accrued charges accordingly as data does not indicate the consumer initiating, following and completing cancellation procedures as provided prior to the account's renewal on November 19, While we understand the consumer's position, onus of responsibility lies with the consumer to follow and complete proper cancellation procedures as provided if they wish to avoid incurring charges for the next billing cycle The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", with all appropriate verbiage appearing clearly and conspicuously, in offset text in all caps, that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), the consumer acknowledged that the account must be canceled before the end of the trial period in order to avoid incurring subscription fees after the trial period and that by creating a paid account, the consumer agrees that SugarSync may charge the credit card on file for the amounts due for the consumer's initial subscription period as well as for additional subscription periods until the customer's account is canceled or terminated for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled) The consumer was further made aware, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that all fees are non-refundable and that SugarSync accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has either canceled or downgraded the account (to a Free Account) prior to the next service term The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service." As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceThe SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service." Pursuant to the agreed and accepted contract, a refund was found not to be applicable in this matter; however, as a courtesy, the consumer has been provided a refund of $99.99, consisting of the last annual fee incurredThe transaction reference ID number for the reimbursement is [redacted] and the reflection of the funds onto the consumer's account is dependent on the credit card providerWe may suggest that the consumer contact their credit card provider in this regard

Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ Records show that the consumer, [redacted] ***, signed up for a SugarSync Free account online on March 23, 2011, and activity for the account shows that it was upgraded to a SugarSync paid account per the consumer's request, with annual subscription rate plan, on July 24, 2011, and the annual subscription rate plan was again upgraded on December 10, Customer contact data shows no receipt of any cancellation request from the consumer prior to January 4, 2016; when contact data shows that the consumer had contacted SugarSync support requesting to cancel his account and reporting to have previously canceled the account Records show that the consumer was advised that data did not indicate the receipt of any prior cancellation request, provided instructions on how to properly cancel services via online cancellation link and that the consumer had followed and completed proper cancellation procedures on January 4, The consumer's SugarSync account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation requests from the consumer prior to the account's renewal on December 10, The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", with all appropriate verbiage appearing clearly and conspicuously, in offset text in all caps, that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), the consumer acknowledged that the account must be canceled before the end of the trial period in order to avoid incurring subscription fees after the trial period and that by creating a paid account, the consumer agrees that SugarSync may charge the credit card on file for the amounts due for the consumer's initial subscription period as well as for additional subscription periods until the customer's account is canceled or terminated for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled) The consumer was further made aware, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that all fees are non-refundable and that SugarSync accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has either canceled or downgraded the account (to a Free Account) prior to the next service term The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service." As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceThe SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service." Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, billing records show that the consumer has been provided a reimbursement of $74.99, consisting of the last annual fee incurred, through his credit card provider

Initial Business Response / [redacted] (1000, 7, 2015/10/02) */ Records show that the consumer, [redacted] ***, signed up for a SugarSync account on July 22, 2014, with a terabyte user subscription plan for $per year and upon account activation the consumer was provided a one-time discounted annual rate of $for the first year only Neither the SugarSync sign up process nor the SugarSync customer agreement make any inferences that services will automatically terminate at the end of any service period nor would that invoices for services be sent The SugarSync customer agreement (https://www.sugarsync.com/terms.html), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Section "Renewals and Cancellations" of the customer agreement, that all fees are non-refundable and accounts subject to subscription fees shall automatically renew for the same subscription period unless the consumer cancels the account by the end of the then-current subscription period and provides no provision for a rate reduction, waiver, or refund if the consumer elects not to use the service during any given time or closes the account prior to the end of the service term As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceIt is the consumer's responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating servicesIgnorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations The SugarSync customer agreement for subscriptions are comparable to other online subscription services such as Netflix, Hulu, WWE Network and HBO Now, in which services are not automatically terminate at the end of any service period, no advance billing or renewal notices are sent, fees are billed in advance and completely non-refundable and there is no provision for refunds or credits if the service is not utilized during any given period or canceled prior to the end of the service term The consumer's account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation requests from the consumer prior to September 9, 2015, when the consumer contacted SugarSync customer support requesting to cancel his accountThe account was closed as requested, billing ceased and an e-mail confirmation, containing the cancellation number XXXXXX, was sent to the consumer While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter If desired the consumer can have his SugarSync account reactivated with a courtesy post-dated cancellation date; thereby, allowing the account to automatically close as the end of the paid term Conversely , if the consumer can provide any additional info, such as any case or reference ID numbers, the representatives spoken with, or e-mail address from which he may have contacted customer support that leads to the discovery of prior contacts with SugarSync customer support we will review the new data and reopen the case for further consideration Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) There is no point in continuing this complaintThe business seems to believe that it is acceptable customer service to automatically renew a contract with no prior notice and then to refuse to refund money for unused serviceTheir response indicates that this is a standard business practice for companies like Netflix, but those subscriptions are for only a month at a time so any loss of service would only be a few dollars, the SugarSync subscription is for a full year and my loss in this case was for more than $500; and that difference seems substantialWhile I still believe that this is unacceptable practice designed to trap customers into an expensive contract, it is clear that SugarSync does notThe line in their response "...the onus of the responsibility lies with the customer..." says it all: "A couple of sentences buried in the middle of a multi-page agreement gives us the right to charge you without prior notice for services you do not wish to receive, so just pay."

Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ Records show that the consumer, [redacted] , signed up for a SugarSync Free account online on February 19, 2011, activity for the account shows that it was voluntarily upgraded online on December 18, 2013, to a SugarSync paid account with annual subscription plan of $for gigabyte and a first year 75% discounted rate of $Account history shows that the available gigabyte usage for the account was upgraded to 250GB at no additional charge in February Neither the SugarSync sign up or upgrade process nor the SugarSync customer agreement make any inferences that services will automatically terminate at the end of any trial period or service term nor would that invoices for services be sent The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of her SugarSync services, made clear to her when she signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees", that fees are non-refundable; explaining that by creating a paid account (sign ups in which credit card information is voluntarily entered by the consumer), the consumer acknowledged that SugarSync may charge the credit card on file for the amounts due for the consumer's initial subscription period as well as for additional subscription periods until the customer's account is canceled or terminated, with all appropriate verbiage appearing clearly and conspicuously, in offset text in all caps The consumer was further made aware, via Sections "Renewals and Cancellations" of the customer agreement, that accounts subject to subscription fees shall automatically renew for the same subscription period unless the consumer has canceled the account by the end of the then-current subscription period and that upon cancellation the consumer will not be able to use or access the service and will not be entitled to a refund of any fees paid The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service." As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceThe SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service." Customer contact data shows no receipt of any cancellation request from the consumer prior to January 18, 2016, when data shows that the consumer had contacted SugarSync cancellation support, via online chat, requesting to cancel her accountRecords show that the consumer was provided instructions on how to properly cancel services via online cancellation link and data shows and data shows consumer following and completing cancellation procedures as provided The consumer's SugarSync account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation requests from the consumer prior to the account's renewal on December 18, While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, as a courtesy, the consumer has been provided a refund of $74.99, consisting of the last annual service fee incurred, and the account has been closedThe transaction reference ID number for the reimbursement is XXXXXXXXXXXXXXXXXX and the reflection of the funds onto the consumer's account is dependent on the credit card providerWe may suggest that the consumer contact their credit card provider in this regard Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)