- 23 October 2025 – I requested Klik&Klaar and paid the required €0,01 after receiving the confirmation email.
- 25 October 2025 – I changed my mind and contacted customer service multiple times to cancel the order. I was informed that cancellation was not possible because the order status was “in delivery”. I was explicitly advised to wait until the device was delivered and then contact customer service again. I was also told that any costs incurred would be refunded.
- 20 November 2025 – The device was finally delivered. I immediately contacted customer service again to request cancellation.
- 21 November 2025 – I received confirmation email that my Klik&Klaar subscription was cancelled.
- 24 November 2025 – I received the DHL return label and returned the device the same day.
- The box was never opened
- The device was never activated
- The device was returned exactly as received
- 2 December 2025 – Despite the confirmed cancellation and return, Odido charged €20,66, stating this was an activation cost, even though no activation took place, as the device was never opened.
- I contacted customer service and requested a refund.
- I received a refund confirmation email and a credit note for €20,65.
- However, the refund was never credited to my bank account.
- 10 December 2025 – I contacted customer service again and was informed that the refund had been declined because “too much time had passed”, which is incorrect and outside of my control. During this call, I refunded the amount via my bank app, and the customer service representative was fully aware of this and agreed.
- 16 December 2025 – I nevertheless received another payment request in letter from Odido for €20,66, which is completely unjustified.
- 17 December 2025 – I contacted Odido customer service again. I was informed that: the issue was caused by a €0,01 discrepancy between the charged amount (€20,66) and the credit note (€20,65), which caused the invoice to remain “stuck” in the system. The agent processed a €0,01 refund to resolve this issue and I received a confirmation email for this.
- 30 December 2025 – Odido nevertheless charged me €9,86 for “schadevergoeding abonnement” related to Klik&Klaar. This charge has no factual or contractual basis, as the service was never activated or used.
- 2 January 2026 - The amount of €20,66 is still shown as outstanding in my account. In addition, €9,86 has been wrongly charged.
This situation is unacceptable.
A Klik&Klaar subscription that was cancelled immediately after delivery as advised by the customer service, never activated, never used, and fully returned should not generate activation costs, penalties, compensation fees, or outstanding balances.
My requests are:
- Immediate removal of the €20,66 outstanding balance
- Immediate refund of the wrongly charged €9,86
- Written confirmation that my Klik&Klaar subscription is fully and permanently closed
- Confirmation that no further charges or invoices will be generated related to this case
I wonder if I could receive any help here?
