Alma R.
Posted
Unannounced annual subscription with this product
Same thing as a couple of people below, they charge you $97 annual subscription to keep the information you had already initially paid. They delete everything when you cancel the subscription, so the initial payment you made was essentially for the subscription which they don’t tell you about. Used the site to see my results, never logged on again. They refuse to refund me the $97 they took out again. Their customer service is not good or understandable. Just know the information you get from the tests are NEVER going to be yours unless you pay them $97 a year, which of course isn’t promoted or announced when you first buy the test kit. Go with someone else.
Response from SelfDecode· Nov 11, 2022
Hi Alma, I want to reach out and personally apologize again for any confusion surrounding the auto-renewal of your SelfDecode subscription. I can understand how frustrating that might have been for you. Before we go any further, I'd to clarify a few things. You have the ability to set your subscription to non-renewal at any time during your current subscription period to prevent it from auto-renewing. We do not automatically delete your data when you set your subscription to non-renewal. You will still have full access to your subscription and data up until the end of your subscription period. You would need to opt to have us delete your data once your subscription period ends. You can also reach out and request that we remove it immediately, if you'd prefer. Cancelling your subscription will remove access to SelfDecode's awesome features and personalized reports, but you always have the ability to download your own raw data at any time, even after your subscription expires. This is your information to download and keep -- we never withhold this from you. At SelfDecode, we go out of our way to be as clear as possible regarding the nature of our service -- all of our landing pages and checkouts contain explicit language that we are a subscription service. We are in no way trying to hide this from our users. We also understand that SelfDecode may not be for everyone, which is why we offer a 30-day money-back guarantee on initial purchase. We understand it can be easy to lose track of auto-renewals, so we sent you an email a couple of weeks before your renewal, reminding you that your SelfDecode membership anniversary was coming up. We really do encourage you to check out the new features we've released since you joined SelfDecode. Our Customer Support team is here and eager to help you make the most of your remaining subscription period. We hope to hear from you soon so we can help guide you in the right direction!