Keith:
You are right - July 11 is exactly 30 days from June 11 (as there are only 30 days in June). The problem is that it sounds like you charged his credit card on July 11 (the 30th day).
If someone signs up for a "30 day trial", you should not charge his credit card until ALL of the 30 days is up (instead charge it on the 31st day). Charging Richard's card on July 11 would not have been a FULL 30 day trial as you are charging the card on the 30th day, which is still during the trial period. If you want to charge a credit card on the day 30, then call it a 29 day free trial then. Otherwise, you should do it on the 31st day.
To you it may seem to be like "splitting hairs", but to a consumer trying your product/service 30 free days equals a FULL 30 days, not a full 29 then charging the credit card ON day 30.
I am glad that you refunded the consumer. According to your OWN terms and conditions you HAD TO REFUND as he canceled BEFORE the 30 days was up. Your refund was not out of the goodness of your heart so don't make it seem so.
Also, did it really take you 6 days to respond to him??? Sorry, that is too long. ONE business day would be more acceptable. If you cannot handle all of the refund requests, hire someone to do it for you in a timely manner. You should be able to afford to hire someone for this duty with no problem.
This consumer had every right to post this report as he legitimately felt swindled and you did not handle things properly. Your company may not be a "rip-off", but the OP cannot change the name of this website. Next time don't charge someone's card BEFORE the trial period is officially up. When they email you to cancel, don't wait 6 days to respond.
Put yourself in the consumer's shoes and think how they may respond to getting charged too early and not getting a response back for almost a week. Hello???
