I accidentally signed up for £12 / month for 6 months thinking it was £12 for 6 months
I think it must have been unclear on this
Surely there is a legal requirement for a cooling off period ?
How can I raise this?
Is there an ombudsman?
There is a cooling-off period, but the rules are slightly different for services that start immediately, where you have to waive your rights to a full refund during the period, unless you delay starting the service until the cooling period is over.
So you still get 14 days to back out, but you must pay pro rata for the time you have had the services. In this case, it could be up to £6, so get in quick, and ask Now to cancel them.
How you raise it is that you contact Now via Live Chat from this link:-
Avoid ‘Get Help Quickly’ on this screen. This leads to the Nowbot, an AI bot that might well assist you in navigating the Help; but as you need to talk to Live Chat, you have already gone beyond that, and all the Nowbot can bring you is frustration.
And yes, there is an Ombudsman. But using this service is a long-drawn out process; the whole six months at issue here will have been long past and gone, and it is necessary to have reached a deadlock with Now before you can use it, and this is unlikely to happen.
Also you will need to have a copy of the offer that you signed up to, from which you can draw attention to the ambiguity you saw; do you have this?
Here is the current offer, quite clearly showing ‘£12 a month for 6 months’, so no ambiguity there. Is it possible that this is the offer you saw, and you missed that bit?
Nonetheless, Now don’t want any pressed men, so talk to Live Chat, and they should be able to extricate you from this.
(NB: I don’t work for Now. This is purely customer to customer advice above)