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Tanvi downloaded a popular graphic design app for a work presentation. The app offered a 7-day free trial and promised:
Tanvi downloaded a popular graphic design app for a work presentation. The app offered a 7-day free trial and promised:
“Cancel anytime before day 7 and you will not be charged.”
To activate the trial, she entered her credit card details. On the fifth day, she opened the settings menu, clicked “Cancel Subscription”, and even deleted the app from her phone.
She assumed the matter was closed.
Two months later, while reviewing her credit card bill, Tanvi noticed a charge of ₹2,400 from the same app.
She checked the previous month’s statement and found another ₹2,400 debit.
Despite cancelling the subscription, the company had continued charging her card automatically.
When she tried contacting customer support, the help page redirected to a broken link.
Many digital services use recurring payment systems. Consumers often assume that deleting an app or cancelling through one screen ends the subscription, but the merchant may still retain an active auto-debit authorization.
International merchants charging through payment gateways
The Reserve Bank of India has issued strict rules for recurring online payments.
The customer should receive a pre-debit notification.
The notification should arrive at least 24 hours before the money is deducted.
The customer should have an option to cancel the mandate.
Banks must provide a mechanism to view and manage active e-mandates.
Instead of replacing her credit card, Tanvi filed a written complaint with her bank’s Principal Nodal Officer.
A statement that she had not received the mandatory pre-debit alerts
She specifically cited the RBI e-mandate guidelines.
Terminated the merchant’s auto-debit authorization.
Blocked future recurring charges.
Reversed the disputed amount of ₹4,800 to Tanvi’s credit card account.
A free trial asks for card details upfront.
The cancellation option is difficult to find.
The app says “Cancel anytime” without showing a clear process.
You do not receive cancellation confirmation by email.
Charges continue after deleting the app.
Read the renewal terms carefully.
Take a screenshot of the cancellation policy.
Set a reminder before the trial ends.
Save the cancellation confirmation email.
Check your bank’s active e-mandates section regularly.
Collect your bank statements.
Save proof of cancellation.
Contact the merchant once.
File a written complaint with your bank.
Escalate through the National Consumer Helpline (1915) if necessary.
Many consumers notice recurring charges months later and assume the money cannot be recovered.
In reality, banks can investigate unauthorized or improperly processed recurring transactions if the consumer provides timely evidence.
“A free trial should not become a hidden long-term financial commitment. Consumers should preserve cancellation proof and monitor recurring payments regularly. Automated billing systems cannot override a customer’s valid cancellation request.”
If a subscription continues charging your card after cancellation:
Don’t assume deleting the app is enough.
Save cancellation proof.
Check your e-mandates.
Use RBI’s recurring payment rules to challenge unauthorized debits.
A few screenshots and a formal complaint can stop future deductions and, in many cases, help recover the money already charged.