Get a refund after a free trial auto-charged you in the EU

Free trials that silently convert into paid subscriptions are a common complaint across the EU. Your protection depends on how the trial was sold. If you signed up online and the trader did not make the paid renewal crystal clear before you committed, or did not give you the mandatory pre-contract information, your 14-day right of withdrawal under the Consumer Rights Directive can still be live, and where the trader omitted that information the withdrawal window extends by up to 12 months. Separately, a payment you did not knowingly authorise can be challenged through your bank's chargeback scheme. Be realistic: if the renewal terms were displayed clearly and you ticked to accept, the trader is on stronger ground, so your best route is usually to cancel immediately, invoke the 14-day right if you are still inside it, and lean on chargeback where consent was not clear.

Published by Reclaim, run by Corey Musa, Founder·Facts and sources checked 2026-10-01·LinkedIn·Built by COM Computing

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Your rights

The EU Consumer Rights Directive (2011/83/EU) requires traders to give clear pre-contract information about the service, its price, contract duration, withdrawal rights, and termination conditions. This ensures you know the terms of a paid subscription before agreeing. It also requires your express consent to payment, with Article 22 banning pre-ticked boxes and default charges. For most online service contracts, you have a 14-day right of withdrawal from the day the contract is concluded, without needing to give a reason. If the trader did not inform you about this right, the withdrawal period extends by 12 months beyond the original 14 days. If the trader provides the missing information during this extension, the period ends 14 days after you receive it. If a service started during the withdrawal period, you are only liable for a proportionate amount for what was supplied if you expressly requested early performance. If this request or the required information was missing, you are not liable for that amount. For digital content not supplied on a tangible medium, the withdrawal right is lost after performance begins only if you gave prior express consent, acknowledged that this would lose the right, and the trader provided confirmation of the contract. Separately, card scheme chargeback rules let you dispute a transaction you did not validly authorise.

Step by step

1Cancel the subscription immediately through the provider's account settings or app store, and take a dated screenshot confirming the cancellation so no further charges accrue.
2Email the trader stating that you did not give clear, informed consent to the paid conversion, that you are exercising your right of withdrawal, and that you request a full refund of the charge. Mention the specific articles of the Consumer Rights Directive, such as Article 22 for lack of consent, or Article 10 for extended withdrawal rights.
3Gather evidence: the original trial advert or sign-up screen, the absence of a clear renewal warning, the bank statement line, and your cancellation confirmation.
4If the trader refuses, raise a chargeback with your bank or card issuer for a transaction you did not knowingly authorise. Provide all your evidence.
5If the trader or bank does not resolve the issue, contact your nearest European Consumer Centre (ECC-Net) for free assistance, or an Alternative Dispute Resolution (ADR) entity. ADR outcomes are usually available within 90 calendar days and are often free or involve only a small fee.

What they'll say, and your comeback

“You agreed to the terms when you started the free trial.”

Comeback, The Consumer Rights Directive requires the paid renewal price and timing to be presented clearly and my express consent obtained before charging. If that was buried in terms or pre-ticked, consent was not validly given and I am entitled to a refund. Article 22 prohibits charging me by default without that consent.

“The trial period ended, so the charge is non-refundable.”

Comeback, If you did not provide the mandatory pre-contract information, my 14-day right of withdrawal is extended by up to 12 months under Article 10, so the charge is refundable. I am exercising that right now. Furthermore, if this was a service I did not expressly request to begin early, or digital content where I did not acknowledge losing my withdrawal right, I am not liable for any amount.

“You forgot to cancel in time; that is not our responsibility.”

Comeback, Forgetting is irrelevant if you never obtained clear, express consent to the recurring charge. Article 22 prohibits charging me by default without that consent, so I am entitled to be reimbursed. My right of withdrawal may also be extended if you failed to provide mandatory information.

What actually happens

In practice, most consumers facing unwanted auto-charges can get their money back, especially if the free trial terms were unclear. Many cases are resolved at the first or second step, by directly contacting the trader and citing the Consumer Rights Directive. If the trader resists, a chargeback through your bank is often effective, as card schemes take unauthorised transactions seriously. These initial steps usually take a few days to a couple of weeks. For more stubborn cases, escalating to a European Consumer Centre or an Alternative Dispute Resolution (ADR) entity is the next move. ADR processes typically conclude within 90 calendar days and are usually free or low-cost. While amounts vary, even small charges are recoverable, reinforcing consumer protection against hidden subscription traps.

FAQ

What if the renewal terms actually were shown clearly?

Then the trader has a stronger position and your refund is not guaranteed. Cancel right away to stop future charges, and check whether you are still inside the standard 14-day withdrawal window, which can still apply from the date the paid contract began.

Can my bank reverse the charge?

Often yes. If you did not knowingly authorise the recurring payment, card scheme chargeback rules let your bank dispute it. Provide your cancellation evidence and an explanation of why consent to the charge was not clear.

What if I used the service or downloaded the digital content?

For services, you are only liable for a proportionate amount if you expressly requested early performance and the trader provided all required information. If not, you owe nothing. For digital content, you lose your withdrawal right only if you gave prior express consent to immediate performance, acknowledged that this meant losing your right, and the trader confirmed the contract.

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Sources

A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-01.