The California-based security software company McAfee decided to honor refund requests from the customers who no longer require its services but had their subscription automatically renewed.
These updated refund rights will be retroactive for all the people who were refused last year. This means McAfee could face a great deal of reimbursement requests, as there are many customers whose demands were declined back in 2020. As a part of the new refund policy, McAfee has guaranteed to make the auto-renewal service transparent and easier to turn off in the first place.
This new policy came up as part of an agreement with the Competition and Markets Authority (CMA). McAfee has also pledged to have its pricing details outlined more clearly in the future. Customers will also receive emails with their refund rights and terms and conditions explained.
This is not the first time the issues concerning automatic renewals have made waves in the antivirus software industry. Earlier this year, CMA announced it would take Norton, another antivirus provider, to court because of various customer complaints claiming that the company did not provide certain pieces of information regarding recurring payments.
CMA’s chief executive, Andrea Coscelli, said: “People should not be tied into auto-renewing contracts for products they no longer want or need. […] Subscriptions should be clearly described, easy to exit, and customers should not be tied into ongoing auto-renewals without adequate refund rights.”
Prior to this event, McAfee offered full refunds of recurring subscriptions within 60 days of the date on which the money was taken. Now, the customers can also get a partial refund even after the 60 days, for the remaining months on their contract.
With over 30 years of experience and numerous software solutions under its belt, McAfee antivirus has built a reputation worth keeping. According to a McAfee spokesperson, both the antivirus provider and CMA want to improve the transparency and fairness of customer policies, and the mentioned agreement is part of their efforts to do so. “We will continue to identify opportunities to enhance our practices and processes to deliver on these goals,” said the representative.