True Vision Analytics

The customer in question, [redacted], signed up for an annual software subscription on 1/15/2017. The fact that it’s an annual subscription and renews automatically, unless canceled, is made abundantly clear in all of our sales materials, on the order form itself, and in our Terms of...

Service [Please see attachments Exhibit 1, Exhibit 2, Exhibit 3] This practice is not different that any other software-as-a-service business online. Subscriptions renew unless the client explicitly requests that subscription to end. What is not normal practice in the software-as-a-service (SaaS) industry is to send 3 separate warning emails before the client’s subscription renews, which is what our company does. [Please see attachment Exhibit 4 for list of emails sent to client]. We do this as a courtesy to our clients to ensure that they have ample time to cancel their subscription if choose to. Most other companies just bill their clients without warning. Mr. [redacted] receive an email 20 days in advance, 10 days in advance and 5 days in advance of account renewal. Additionally, we have a fail-safe in place where if a paying subscriber unsubscribes from our emails and stops receiving them, our customer support calls that person via phone to let them know that they’re still on a recurring subscription. Mr. [redacted], contrary to his complaint, was not unsubscribed at the time and was thus receiving our emails. Fact that he chose to ignore every single one of them is out of our control. Our policies are clearly stated everywhere. We pride ourselves on not only taking great care of our clients, but on going above and beyond for them. Thus the additional actions we take to make our clients aware of rebills in advance. But we also have policies in place for a reason and must abide by them in order to 1) stay in business and 2) apply equal treatment to all clients rather than giving preferential treatment to some. In this case, Mr. [redacted] ignored the fact that he signed up for an annual subscription, did not cancel his subscription, ignored every single advance rebill notification that we sent him, ignored our Terms of Service, and then waited over 30 days to contact us after his rebill went through. Even if this was his initial purchase, he would have been outside the standard refund window. Due to these facts, his complaint here and request of refund is baseless, completely unreasonable and can not be honored. If you have any additional questions here, please let me know. Thank you,Daniil K[redacted]True Vision Analytics, LLCwww.RehabValuator.com[redacted]