Subject: New Reply Received - Free trial
From: LES MILLS On Demand <[email-masked]>
To: [email-masked]
Date: Thu, 14 May 2020 20:30:28 +0000 (UTC)

Hi Olesia Dhas,  The customer has responded to the ticket.  Free trial  Ticket comment <div dir="auto">Thanks but it is not allowing me to cancel. I have followed the steps several times and I end up with this page that I have attached. I have read that you don't offer refunds. Seen as this isnt my fault I would like to request a refund and for someone to cancel my subscription</div>
<br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Thu, 14 May 2020, 19:16 LES MILLS </div></div>
<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>On Demand, &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
</div>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif;font-size:13px">
	<div style="font-family:Helvetica Neue,Helvetica,Arial,sans-serif;font-size:13px">
<div dir="ltr">Hi Shauna,</div>
<div dir="ltr"><br></div>
<div dir="ltr">Thank you for reaching out to support.</div>
<div><br></div>
<div dir="ltr">I looked up your account in our system, and it actually looks like it is still active. I am going to include step by step instructions on how to cancel below. <span rel="tempredactor" dir="ltr">Your subscription will remain active until this is done.  </span>
</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><span style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><br></span></div>
<div><strong><u>Cancellation Steps</u></strong></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif' dir="ltr"></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><br></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>1. <a href="https://www.lesmillsondemand.com/en_nz/customer/account/" rel="noreferrer" style="background-color:rgb(255,255,255)" target="_blank"><span style="font-weight:700">Click here</span></a> to sign in and see details of your current subscription</div>
<div><br></div>
<div>2. Select <strong>CANCEL </strong>located beside the subscription</div>
<div style='font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif;line-height:18px'> </div>
<div style="line-height:18px"><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/6097300006/original/TKONg7HQrhPuial7EPvzTdEHS3dt-3bnQw.png?1575937989" alt="image" title="image" height="171px" style="width:549.572px"></div>
<div style="line-height:18px"><br></div>
<div style="line-height:18px">3. Follow these steps to complete and confirm the cancellation:</div>
<div> </div>
<div style="line-height:18px"><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/6106027091/original/IDHMO5PT2Mg_gyY06pIpQk_NK-7JdTASPA.png?1588048439" style="width:1388px" height="611px"></div>
<div style="line-height:18px"><br></div>
<div style="line-height:18px"><span style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>4. We will confirm your subscription cancellation via email. </span></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><br style="float:none;margin:0px"></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><strong><u>Questions</u></strong></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><strong><br></strong></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><strong>How do I re-subscribe?</strong></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><ul><li>We'd love to see you again in the future - please follow <a href="https://lesmillsondemand.freshdesk.com/support/solutions/articles/6000230314-how-to-re-subscribe-to-les-mills-on-demand" rel="noreferrer" target="_blank">these steps</a> to re-subscribe</li></ul></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><strong><br></strong></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>
<div><b style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>I forgot my password can you help?</b></div>
<ul style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><li>
<span style='font-family:"Source Sans Pro",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>To reset your password please</span><a href="https://lesmillsondemand.freshdesk.com/support/solutions/articles/6000230315-how-do-i-reset-my-password-" rel="noreferrer" style='font-family:"Source Sans Pro",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif;background-color:rgb(255,255,255)' target="_blank"> visit this page</a><span style='font-family:"Source Sans Pro",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'> and follow the steps.</span>
</li></ul>
</div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><strong><br></strong></div>
<div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'><strong>Am I eligible for a refund?</strong></div>
<ul>
<li>We do <u>not</u> offer refunds once purchased. Simply cancel your subscription yourself and you will receive no further charges. You will continue to have system access until the end of your paid for period. </li>
<li>LMOD is a subscription service where you pay up front for access to the platform for a certain time period. </li>
<li>Our monthly and three monthly subscriptions are recurring, meaning that at the end of each period you will pay for the next period. Our yearly subscription will roll onto the monthly subscription when complete.</li>
</ul>
<br><b style='font-family:"Source Sans Pro",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>I've followed the steps and there is no option to cancel, why is this?</b><br><div style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>
<ul style='font-family:"Helvetica Neue",Helvetica,Arial,sans-serif,"Helvetica Neue",Helvetica,Arial,sans-serif'>
<li>This would indicate that you did not subscribe direct.</li>
<li>If you subscribed and pay through a club or partner, please go through that same channel to cancel.</li>
<li>If you have been given temporary access within your gym app (you have a module called Virtual Workouts) due to the COVID19 situation, you will be notified and automatically cancelled when this temporary access expires.</li>
</ul>
<div><br></div>
</div>
<div></div>
<div dir="ltr">Kind regards,<br>Olesia<br>LMOD Support<br>
</div>
<div>
            <blockquote>
              On
              Thu, 14 May at  5:33 AM
              <span>,  Shauna Griffiths &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;  wrote:
              <div dir="auto">Hi, I cancelled my trial and I have somehow been billed? I just logged back in and for some reason it was still active. I have tried to cancel again and it is still showing active. Please can you help. Thanks.</div>

            </span>
</blockquote>
           </div>
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  https://lesmillsondemand.freshdesk.com/helpdesk/tickets/232936