Coral
I run an SME and tried GrabJobs for the first time last September for hiring. On September 14, I subscribed in order to access certain features for the job posting. I understood there was no commitment to continue after the initial month, so I went ahead. I received an email invoice charging a subscription fee for September 14 to October 14. Sometime in October, after making a successful hire, I closed the job posting in GrabJobs (among other websites where I had posted the same job), thinking everything was settled. Around noon on October 14, I received an email invoice from GrabJobs charging a subscription fee for the following cycle, dated October 14 to November 14. I realised that it was auto-renewed and I was charged without any prior reminder. I immediately logged in to cancel the subscription, but it stated that cancellation was effective November 14. Essentially, I couldn't cancel the subscription for the cycle they were currently billing. So, I reached out to GrabJobs through their contact page at noon on October 14 to request a refund for the invoice dated October 14 to November 14. The email response from their customer support was that they could not refund because their T&Cs state that a refund will only be given if there is a fault in the product. I reasoned that I was requesting to cancel at the start of the cycle since I didn't realise it was auto-renewed until I got the invoice. The customer support kept pushing back the same T&Cs to me. Okay, I understand the T&Cs, but I am making a reasonable request to cancel the subscription on the same day the previous cycle ends and the current cycle begins. I am unable to do that through the website because I clicked the 'Cancel Subscription' button one day late. The previous cycle was September 14 to October 14, and the following cycle was October 14 to November 14, as stated in the invoices. There is an overlapping date of October 14. But if I make the request to cancel on October 14, it is no longer refundable because it has already been billed? Sure, there is nothing wrong with the product. What's wrong is forcing someone to pay for your product when they tell you on the cut-off day that they don't need the product, simply because they hit the 'Cancel Subscription' button on the cut-off day. In fairness, the customer support denied the refund but offered to credit the subscription fee for future use. The thing is, we are an SME and we don't hire very often. So I'd prefer a refund than a credit, not knowing when we'll be using it. I get that your subscription is auto-renewed, so the burden is on the customer to remember to cancel the subscription because there is no option to turn off auto-renewal. Some subscriptions are auto-renewed, and I get that it makes sense for services like payroll, accounting, or web hosting because these are continuous. But not all companies are constantly hiring, especially SMEs. So, if anyone reading this is an SME owner, make no mistake of missing to cancel your subscription, because GrabJobs will not refund you. Tough luck, you hit the 'Cancel' button just on the overlapping day when the cycle ends and the next one begins, and you are too late. GrabJobs seems like a cool tech company with a good product. But it's missing a human element in its customer support, using technicalities to hold onto your money even though you told them you don't need the product. In the end, I had my account deleted despite the offer of future credit, because the whole thing just left a sour feeling about the company.