If a free-trial charge has appeared, cancel the subscription, save proof of what happened, and ask the merchant for a refund in writing. If the merchant refuses or doesn't respond, dispute the transaction through the bank or card issuer that handled the payment before its deadline runs out.
An unexpected charge isn't automatically illegal or refundable. Your complaint is stronger when the renewal price or date wasn't clearly disclosed, the cancellation process failed, or the merchant charged you after confirming cancellation. This is general information for U.S. consumers; state laws, contracts, merchant policies, and payment methods can change the result.
The first question is how you paid
There isn't one universal "60-day rule" for free-trial complaints. The relevant deadline depends on the payment method and the kind of problem you're reporting.
- Merchant refund policy: The company's terms may set a refund window. That policy doesn't override applicable consumer-protection law, but missing the company's window can make a voluntary refund harder to obtain.
- Credit card: If you believe the charge is a billing error, send a written dispute so the issuer receives it within 60 days after the first statement showing the error was sent to you. Use the billing-inquiries address on the statement, not only the address used for payments. The issuer generally must acknowledge the dispute within 30 days and resolve it within 90 days. See the FTC's credit-card dispute guidance.
- Debit or prepaid card: Contact the bank or card issuer immediately. Ask for its deadline for a merchant dispute and for its procedure to stop future recurring transactions. The credit-card billing-error process doesn't automatically apply.
- ACH or another bank-account debit: Contact both the merchant and your bank. Ask how to revoke the recurring authorization and block or stop future debits. Credit-card chargeback procedures don't necessarily apply.
- Transaction you don't recognize: If you never opened the account or don't recognize the merchant, report it promptly as a possible unauthorized transaction. Don't wait for the merchant's preferred response period.
A pending charge may not be eligible for a formal dispute until it posts. You can still contact the merchant while it's pending, then monitor the statement and act within the issuer's deadline.
What to do after the charge appears
1. Cancel the subscription
Use the account or app's cancellation settings, then save the final confirmation screen. Download it or take a screenshot if you can.
If there is no working cancellation route, send a written request by email or chat. Include the account email, the date of your request, and a clear statement that you want future recurring charges stopped.
The FTC's free-trial and auto-renewal guidance says that if you can't cancel, you can contact your card company and ask it to stop the payments. A payment block may prevent another transaction, but it doesn't necessarily end the underlying subscription. Notify the merchant separately.
Deleting the app, removing a payment card, or ignoring renewal emails may not cancel the agreement.
2. Make a small evidence file
Keep the records that show both what you were offered and what happened afterward:
- The original offer, including the trial length, renewal date, price, and cancellation terms
- Signup emails, invoices, and renewal notices
- Screenshots of the account status and cancellation path
- A cancellation confirmation, ticket number, or chat transcript
- The card or bank statement showing the charge
- A dated timeline of signup, cancellation attempt, confirmation, charge, and refund request
- The merchant's reply, refusal, or lack of response
Use only the last four digits of your card when dealing with support. Don't send a full card number, password, or Social Security number in an ordinary email.
3. Ask the merchant for a refund
A written request gives the merchant a chance to fix the problem and leaves a record for the issuer if you later dispute the charge. Ask for confirmation that future renewals have been stopped.
Subject: Refund request for trial renewal charge
I signed up for [service] on [date]. The trial was scheduled to end on [date]. I canceled through [website, app, email, or chat] on [date] and received [confirmation or ticket number]. Please refund the [amount] charge posted on [date] and confirm in writing that the subscription will not renew again. Please also explain the renewal notice and cancellation record associated with this account.
If you simply forgot to cancel, say so accurately and request a courtesy refund. If the renewal terms were hidden or the cancellation process failed, describe those facts rather than making a broader accusation.
Don't wait indefinitely for customer service. A conversation with the merchant doesn't necessarily extend a card issuer's dispute deadline.
4. Dispute the payment if necessary
If the merchant won't refund you, contact the issuer or bank that processed the payment.
For a credit card, identify the specific problem. You might write that you were "charged after confirmed cancellation," that the renewal terms weren't clearly disclosed, or that the merchant didn't honor the cancellation. If you use the written billing-error process, include the transaction date, amount, merchant name, account information, and copies of your evidence. Keep the originals and proof that the issuer received your letter. Continue paying the part of the bill you aren't disputing.
For a debit or prepaid card, ask for a merchant dispute or recurring-payment complaint. Provide the cancellation confirmation, timeline, and merchant correspondence. Ask whether the bank can block future transactions and what deadline applies to your claim.
Describe the transaction honestly. If you knowingly enrolled in the trial but believe the renewal was misleading, don't call it identity theft. An inaccurate fraud claim can weaken your complaint.
A chargeback is an investigation, not an automatic refund. The merchant can submit its records, and a temporary credit from the issuer may later be reversed. If the merchant refunds you, tell the issuer so you don't receive duplicate compensation.
5. Report deceptive practices
You can report misleading trial terms, unexplained recurring charges, or cancellation barriers through ReportFraud.gov. The FTC also lists contact and reporting information.
An FTC report helps identify patterns, but it isn't a chargeback and doesn't guarantee a personal refund. For a state-specific issue, you can also contact your state attorney general's consumer-protection office.
Which facts matter most?
The FTC advises consumers to check three details before starting a trial:
- When the promotion ends
- How much and how often the company will charge afterward
- Exactly how to cancel
Compare those details with the checkout page, emails, account records, and the charge on your statement. Evidence is especially useful when:
- You canceled before the renewal date and have a confirmation.
- The trial price or renewal date was difficult to find.
- The cancellation link failed or sent you to a support channel that didn't process the request.
- The merchant confirmed cancellation but charged you anyway.
- You never opened the account or don't recognize the merchant at all.
A clear disclosure followed by a missed cancellation deadline is different from a charge after confirmed cancellation. In the first situation, a refund may still be offered as a courtesy, but it isn't guaranteed.
The FTC announced a final "Click-to-Cancel" rule in 2024. Later litigation has affected the rule's implementation and legal status, so the announcement alone doesn't establish that every consumer is entitled to a refund. For an individual complaint, focus on the actual disclosure, the consent you gave, and whether the cancellation method worked. Federal and state protections may provide additional rights depending on the transaction.
Avoid another unexpected renewal
- Screenshot the offer and renewal terms before entering payment details.
- Put the trial end date on your calendar several days early.
- Test the cancellation path soon after signing up; deleting the app doesn't necessarily stop billing.
- Keep cancellation confirmations until at least the next statement is clear.
- Review the card or bank statement for the first renewal.
- Choose a trial that doesn't require a payment method when a comparable option exists.
- Use the merchant's written support channel when it doesn't generate a cancellation confirmation.
Common questions
Can I get a refund if I missed the cancellation deadline?
You can ask, but there is no general U.S. rule requiring a refund just because you forgot. Your request is stronger if the renewal terms were unclear, the company failed to send a promised notice, or you tried to cancel before the charge.
Is an unexpected free-trial charge automatically unauthorized?
No. If you agreed to recurring billing after the trial, the charge may have been authorized even if you overlooked the deadline. Explain the actual problem instead: unclear disclosure, failed cancellation, or billing after cancellation.
Is the 60-day deadline universal?
No. The 60-day written-notice period applies to certain credit-card billing errors. Debit cards, prepaid cards, ACH payments, and card-network disputes may have different procedures and deadlines. Contact the issuer immediately.
Will an FTC complaint get my money back?
Not necessarily. The FTC uses reports to identify possible unlawful patterns; it doesn't replace a merchant refund request or a payment dispute. File the report if appropriate, but continue with the merchant and issuer process.
What if customer service ignores me?
Send one clear written request, save the ticket number, and move to the issuer's dispute process before its deadline expires. Include your timeline and proof instead of sending repeated messages.