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Old 06.04.2021, 22:22
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Automatic extension of trial subscription by Mobility

Hello Folks,

I had taken a Mobility Trial subscription for 4 months in Dec 2020. This was extended automatically for 1 year by them in March this year (4 weeks before the end of the trial period).

When I contacted them saying that I do not need the subscription and requested to cancel it, they said that they had sent a reminder mail to cancel 2 weeks before the extending it. I am sure I did not receive any such mail as I am very careful with checking and deleting any mails.

After further communication reminding and clarifying the above to them, they are still very inflexible and are unwilling to cancel the subscription citing the reminder mail (which I did not receive) and T&C's (www.mobility.ch/mobility-contract - Point 9) which mentions about the auto renewal.

However, considering that I had taken a Trial subscription, converting it to a full one without explicit consent seems to be a borderline unethical practice to me.

I obviously do not want to pay for a service for 1 year that I do not require.

Looking for advice from the forum on what else can be done with the Mobility folks to convince them to cancel the subscription and avoid paying for a service I clearly did not sign up for.

If they still do not budge, is there a consumer forum in Switzerland where I can get help?
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  #2  
Old 06.04.2021, 22:35
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Re: Automatic extension of trial subscription by Mobility

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However, considering that I had taken a Trial subscription, converting it to a full one without explicit consent seems to be a borderline unethical practice to me.
The annals of English Forum are well-populated with similar tales, and basically the conclusion is always the same - read the small print _before_ you sign up for a free trial.

It's fairly common practice, not just in Switzerland, and basically you won't have a leg to stand on. You signed the contract, the onus was on you to understand it and cancel it in line with the conditions, otherwise you have already agreed to the year's membership.

Pretty much any internet subscription 'free trial' works like this, for example. Free, but needing a credit card, is always a giveaway for them...
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Old 06.04.2021, 22:52
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Re: Automatic extension of trial subscription by Mobility

What Ace1 said. Lots of people get caught out by this sort of thing in the UK because they don't cancel when they should. You'll just have to suck it up for this year and make sure to cancel it before the next renewal date comes up.
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Old 07.04.2021, 18:34
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Re: Automatic extension of trial subscription by Mobility

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However, considering that I had taken a Trial subscription, converting it to a full one without explicit consent seems to be a borderline unethical practice to me.

I obviously do not want to pay for a service for 1 year that I do not require.

Looking for advice from the forum on what else can be done with the Mobility folks to convince them to cancel the subscription and avoid paying for a service I clearly did not sign up for.
Welcome to Switzerland.
Probably what happened was that you signed up for the service and there was a trial period in which you can cancel. Probably also it wasn't worded that way.
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Old 07.04.2021, 23:25
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Re: Automatic extension of trial subscription by Mobility

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Pretty much any internet subscription 'free trial' works like this, for example. Free, but needing a credit card, is always a giveaway for them...
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Welcome to Switzerland.
Probably what happened was that you signed up for the service and there was a trial period in which you can cancel. Probably also it wasn't worded that way.
It is a paid trial for a fixed period of 4 months with no mention whatsoever of an auto renewal while signing up.

They have just worded it in the fine print of a contract - cancellation 4 weeks before the end of the trial period or auto renewal!

Credit card is optional; they can send the orange payment slips as well.

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And when it does come time to cancel it again, make sure to do it by registered letter. E-mails, phone calls won't do.
In this case, it can be done online on the portal itself.

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How much does a 1 year subscription costs ?
CHF 279 including insurance. All this for a service I do not plan to use even once!
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Old 08.04.2021, 13:39
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Re: Automatic extension of trial subscription by Mobility

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CHF 279 including insurance. All this for a service I do not plan to use even once!
"Subscription fee of CHF 129 per year"

https://www.mobility.ch/en/private-c...l-subscription

Tom
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Old 08.04.2021, 13:42
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Re: Automatic extension of trial subscription by Mobility

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CHF 279 including insurance. All this for a service I do not plan to use even once!
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"Subscription fee of CHF 129 per year"

https://www.mobility.ch/en/private-c...l-subscription
From the same page
"Policy Deductible 300 (optional) CHF 150 per year (info)"
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Old 08.04.2021, 13:45
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Re: Automatic extension of trial subscription by Mobility

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From the same page
"Policy Deductible 300 (optional) CHF 150 per year (info)"
So, not only did you sign on for a yearly subscription, you also signed on for the optional insurance!

Tom
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Old 07.04.2021, 23:26
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Re: Automatic extension of trial subscription by Mobility

I understand it is mentioned in the fine print of the contract.

To all who have chipped in saying that this is standard in Switzerland - Just because it is a standard practice does not make it right. Legally right, but surely not as a good business practice.

My problem with the whole thing is 2-fold -

1. Firstly, how many folks bother to read the contract and even if normal folks like us do, I doubt we register most of it. I am sure the folks at Mobility (and probably other businesses) are well aware and banking on this.
2. Secondly, the whole process of the automatic renewal is designed to be sly i.e. converting a paid trial into a full annual subscription without explicit consent of the customer. Wording it in the fine print of a contract rather than being upfront with the customer is deceptive.

A good business would want customers to stick or come back to them because of the service; not because one is forced to pay due to the fine print in a contract.
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Old 07.04.2021, 23:44
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Re: Automatic extension of trial subscription by Mobility

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I understand it is mentioned in the fine print of the contract.

To all who have chipped in saying that this is standard in Switzerland - Just because it is a standard practice does not make it right. Legally right, but surely not as a good business practice.

My problem with the whole thing is 2-fold -

1. Firstly, how many folks bother to read the contract and even if normal folks like us do, I doubt we register most of it. I am sure the folks at Mobility (and probably other businesses) are well aware and banking on this.
2. Secondly, the whole process of the automatic renewal is designed to be sly i.e. converting a paid trial into a full annual subscription without explicit consent of the customer. Wording it in the fine print of a contract rather than being upfront with the customer is deceptive.
This is or could be a valid point. In general, let's say in civilised countries, the contract needs to either be explained properly and/or be easiliy able to understand for it to be fully enforceable. This could be your line of argument - that it wasn't made clear enough. If you rationally object they *might* show some 'good will' and let you off. There's a large contingent on EF you take the "you signed it you're bound by it" view.

But get used to Switzerland being full of shysters and cheaters.
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Old 08.04.2021, 00:00
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Re: Automatic extension of trial subscription by Mobility

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I understand it is mentioned in the fine print of the contract.

To all who have chipped in saying that this is standard in Switzerland - Just because it is a standard practice does not make it right. Legally right, but surely not as a good business practice.

My problem with the whole thing is 2-fold -

1. Firstly, how many folks bother to read the contract and even if normal folks like us do, I doubt we register most of it. I am sure the folks at Mobility (and probably other businesses) are well aware and banking on this.
2. Secondly, the whole process of the automatic renewal is designed to be sly i.e. converting a paid trial into a full annual subscription without explicit consent of the customer. Wording it in the fine print of a contract rather than being upfront with the customer is deceptive.

A good business would want customers to stick or come back to them because of the service; not because one is forced to pay due to the fine print in a contract.
I agree with points 1 and 2. They're reasonable and you're right. But, it makes no difference because there's still a contract. There's a certain uselessness about being reasonable and right when contracts are involved.
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Old 08.04.2021, 00:38
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Re: Automatic extension of trial subscription by Mobility

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I agree with points 1 and 2. They're reasonable and you're right. But, it makes no difference because there's still a contract. There's a certain uselessness about being reasonable and right when contracts are involved.
Could well be the case in Switzerland. In the UK almost all things are based upon the concept of reasonableness, no matter what is written. I know we're not in the UK.
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Old 08.04.2021, 06:23
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Re: Automatic extension of trial subscription by Mobility

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Could well be the case in Switzerland. In the UK almost all things are based upon the concept of reasonableness, no matter what is written. I know we're not in the UK.
These types of auto renewal after trial period contracts are common in the UK as well.
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Old 08.04.2021, 12:27
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Re: Automatic extension of trial subscription by Mobility

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I agree with points 1 and 2. They're reasonable and you're right. But, it makes no difference because there's still a contract. There's a certain uselessness about being reasonable and right when contracts are involved.
Agreed. This thread is a prime example of a few folks demonstrating the uselessness about being reasonable.
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Old 08.04.2021, 06:55
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Re: Automatic extension of trial subscription by Mobility

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I understand it is mentioned in the fine print of the contract.
You use the term "fine print" several times, as if to suggest that it was somehow hidden. It wasn't. Your failure to understand what you signed up for is nobody's fault but your own.
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Old 08.04.2021, 07:58
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Re: Automatic extension of trial subscription by Mobility

Several years ago they apparently had a policy that they would let you retroactively cancel if you had not used the new subscription (but this policy might have changed):
https://www.reklamation.ch/complaint.php?id=439
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Old 08.04.2021, 08:39
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Re: Automatic extension of trial subscription by Mobility

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Several years ago they apparently had a policy that they would let you retroactively cancel if you had not used the new subscription (but this policy might have changed):
https://www.reklamation.ch/complaint.php?id=439
Yes I have found them pretty reasonable! But it does require approaching them with a dose of humility which the OP seems to be missing. Don't see them being willing to help if accused of being "unethical" by someone who did not read the contract and potentially the follow up email.
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Old 08.04.2021, 08:54
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Re: Automatic extension of trial subscription by Mobility

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You use the term "fine print" several times, as if to suggest that it was somehow hidden. It wasn't. Your failure to understand what you signed up for is nobody's fault but your own.
I have covered this in post 15. The process is designed in a way that most folks who sign up for the trial will miss the point on auto renewal.

From the Mobility website where they introduce the trial subscription -

"TRIAL SUBSCRIPTION THE NON-BINDING SUBSCRIPTION FOR BEGINNERS"

"Hop in with our trial subscription: you can try Mobility for four months without any obligation"

After you sign up, a mail is sent with a link to the contract.

As a consumer-friendly practice, it would be reasonable to bring things like auto renewal which includes a fee to the notice of the customer upfront and explicitly. Why not put it as a key bullet point under the trial section on the website?

While you can say it is my fault 'technically', hope the above helps understand where I am coming from.
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Old 08.04.2021, 12:00
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Re: Automatic extension of trial subscription by Mobility

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I have covered this in post 15. The process is designed in a way that most folks who sign up for the trial will miss the point on auto renewal.

From the Mobility website where they introduce the trial subscription -

"TRIAL SUBSCRIPTION THE NON-BINDING SUBSCRIPTION FOR BEGINNERS"

"Hop in with our trial subscription: you can try Mobility for four months without any obligation"

After you sign up, a mail is sent with a link to the contract.

As a consumer-friendly practice, it would be reasonable to bring things like auto renewal which includes a fee to the notice of the customer upfront and explicitly. Why not put it as a key bullet point under the trial section on the website?

While you can say it is my fault 'technically', hope the above helps understand where I am coming from.
From what I've seen I would say it was misleading.
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Old 08.04.2021, 12:22
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Re: Automatic extension of trial subscription by Mobility

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I have covered this in post 15. The process is designed in a way that most folks who sign up for the trial will miss the point on auto renewal.

From the Mobility website where they introduce the trial subscription -

"TRIAL SUBSCRIPTION THE NON-BINDING SUBSCRIPTION FOR BEGINNERS"

"Hop in with our trial subscription: you can try Mobility for four months without any obligation"

After you sign up, a mail is sent with a link to the contract.

As a consumer-friendly practice, it would be reasonable to bring things like auto renewal which includes a fee to the notice of the customer upfront and explicitly. Why not put it as a key bullet point under the trial section on the website?

While you can say it is my fault 'technically', hope the above helps understand where I am coming from.
If that is the process then the contract sent after you sign up would not be legally binding, only the information provided before signing.

But actually their signup process says the following on a check-box that you have to tick with links to the contracts:

I accept the general terms and conditions and the privacy policy (read as PDF) as well as the Mobility contract (read as PDF)

Which seems completely standard to me, maybe you should have noticed / mentioned this instead of implying you didn't get given the contract?
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