Thank you for your reply Tommie. Your colleagues in the call center ask me to pay penalty of 282,52 Euros yesterday. I would like to cancel the contract however your colleagues in call center telling me it is not possible. I talked with 5 different agent. They all said i cant use cooling off period.  Can you help me with this via community forum?

Hi ​@jonnywhite, we can help you with this! Do you want the entire contract to be stopped immediately, or should we cancel it at the end of the 15 day cool off period? Please keep in mind that the services will stop as soon as the contract is cancelled with us. 

Hi Nora,

Thank you for your answer. I would like to cancel entire  contract at the end of the 15 day cool off of period if there would be no cost associated with cancelation. I would like to use the service until 15 day cool off period.

Thank you so much. Looking forward to hear from you. 

Hi ​@jonnywhite, no worries, I got you! There won't be a cancellation fee. Your subscription should end on February 4th according to the cool off period.  But currently there is an issue in our system that we can't put the cancellation through. Once it's solved your subscription will end, so this will be on it's earliest on February 4th. No worries, if it's a few days later, you still won't get the cancellation fee. I'll make sure of that! 

Thank you Demi. Do you have all the information for that?

Hi ​@jonnywhite, we have all the information we need and we will take care of this for you. We will keep you updated! 

Good day,

Just for a kind reminder, we are waiting for the confirmation of cancelation from 4th of February. We have not received any email or message regarding to that yet.

Thank you. 

There are still issues with our systems that prevent us from doing the cancellation ​@jonnywhite. I have created a ticket because the specialists need examples of this happening. We will make sure you get cancelled anyway!

Good week ahead. Just for your information, I will stop using the Odido service starting from the 4th of February. I trust that the cancellation will be processed accordingly, and I will not incur any charges beyond this date.

​@jonnywhite Thank you, for you as well! 

I can imagine you want confirmation that the services will stop from the 4th of February. However, as if now I can’t confirm this. As soon as it will be possible, we will cancel your subscription. Of course, we will take into account that you want the subscription to be cancelled from the 4th of February. Any exceeded amount billed will be refunded. 

Please let me know if there is anything else I can help you with. Always happy to assist!

I understand, however, could you please clarify what the issue is with canceling it promptly? Additionally, could you provide an estimate of how long we should expect the cancellation process to take? 

​@jonnywhite I understand you’d like to know more. Of course, if I had the answers for you, I’d give them to you. However, I don’t know at the moment. 

As soon as the issue has been resolved you will receive a confirmation that the subscription has ended. 

Hi, is there any update regarding to cancelation? Thank you 😀

Hi ​@jonnywhite, I have just checked it for you and I see that my colleagues from the technical department are still working on this for you. As soon as there is an update, we will inform you about this! 

I recently received an invoice for February; however, my subscription was scheduled for cancellation on February 4th. Could you please confirm whether I am required to pay this invoice? It is a bit getting too long to solve this issue we are in contact for 28 days and yet no solution provided despite the promise. 

The ticket is still pending ​@jonnywhite. It is best to pay the invoice though, I will then refund the cost for you after the time from 22 January.

Hi, I received email for confirmation of the subscription. However, in the email it is stating that cancelation from 22-02-2025 instead of 22-01-2025. Can you please check? Maybe a mistake? 

This is because we cannot cancel a subscription in the past ​@jonnywhite. So the subscription has been cancelled as of 22-02-2025, which is the date you see. I wanted to create the refund for you immediately, but I can see that this has already been done by our customer service team!

First of all thank you for your help in last couple of weeks. I can see now subscription has been cancelled in the system as well. However, when I log in mijn odido i can see March invoice is going to be 224 Euros. Is this some kind of mistake?

I can also see from last message subscription is cancelled from 22 February however it was our written agreement that subscription will be cancelled from 4th of February. 

Hi ​@jonnywhite, I'm here to answer your questions about the invoice! I see that there's a termination fee on it, what's not supposed to be. The termination fee is € 260,01. Don't worry I immediately made the refund for these costs. You will receive a confirmation by email and this will be settled on the next invoice in April. My apologies for inconvenience. If you still have any question, please don't hesitate to ask me!

Does this mean ​@jonnywhite would first have to pay the termination fee and then get it refunded the month after? Because that would be incredibly infuriating...

​@Demi van Odido And if it’s automatically paid via the bank… is it possible to reverse (“storneren”) this charge via the bank, or would that create problems with the administration at Odido?

I can imagine that a large company thinks lightly about this… but for an individual this could mean a lot of money, and if it takes weeks to get it back…. 😏

I must express my dissatisfaction with the proposed approach regarding the charges. The current method, where I am required to pay a substantial amount upfront only to be credited later, is not acceptable to me. I do not agree to this arrangement and refuse to make any such payment.

Additionally, my previous query regarding the cancellation date of my abonnement remains unanswered. Specifically, I would like to understand why my abonnement was canceled effective February 22nd rather than the agreed-upon date of February 4th. Please refer to our earlier correspondence, where it is clearly stated that February 4th was the agreed cancellation date.

Also I do not have April invoice. You asked me to pay big sum and you have no idea when I will receive this money back. Please make this work differently.

All this process become so tiring.