DeepDyve

Hi Cathy, we're sorry for the frustration — this isn't the experience we want anyone to have. We'd like to look into your billing right away, but we can't identify your account from the review. Please email [email protected] with the name or email on the account and we'll investigate the charges and any refund owed immediately.

Hi Asta, Glad this is resolved — thanks for updating your review. If you're open to it, we'd like to hear more about where the cancellation and support process fell short: [email protected]. The Deepdyve Team

Hi Nacole, the $59 was refunded the next day (June 2) and your cancellation confirmed. You shouldn't have been charged after cancelling in-trial, or left waiting a day for a reply — we're sorry for both, and working to respond quicker. It bears repeating that our refund policy is to refund any charge within 30 days of the date charged, no questions asked.

Hi Zuzanna, sorry this was confusing, and fair feedback. Here's exactly how it works: your subscription lets you stream (read in your browser) the papers in our streaming collection, unlimited. Not every article is part of that collection, though — some are available only as a paid download, and the price for those is set by the publisher. The $37 was one of those download-only articles, charged on top of your subscription. We know that split isn't obvious enough up front, and we're working on making it clear before you hit it. Thanks for taking the time to flag it.

Hi Kate, without a paid subscription you may have been on the free Freelancer plan, which lets you preview an article (that first page) but limits full streaming — so the rest didn't load. The blank screen should have explained that, and your support requests should have been answered more promptly. That's on us.

Hi Rebecca, I understand finding unexpected charges is unsettling. On your account, the trial terms — when it would end and what you'd be charged — were shown at checkout, a confirmation email was sent when your subscription began, and several account emails followed. When you raised it with us, we refunded several months, more than the single month typically offered. For anyone else weighing this: our signup and billing terms are laid out up front, and our policy is to refund any charge within 30 days of the date charged, no questions asked.

Hi FG, sorry for the frustration, and for the slow response from our support team. This sounds like a mixup with our two-factor login. Those codes can also land in your spam or promotions folder, so it's worth checking there and adding us to your contacts so they arrive in your regular inbox. Once you're in, you can cancel anytime from account settings before it renews.

I'm sorry this was your experience, Nigel. It's hard to confirm from the info here, but I do see that someone with your first name signed up recently with two different accounts; one was canceled and the other was not and was charged, as that account continued to look at papers. We did respond to that email on the same day, though, so maybe that wasn't you? If you can share more info we can see if we can correct how your account was handled.

Sorry to hear that you had a hard time canceling on the site; we'll review the process to make sure it's more obvious how to do it. Glad to hear customer service was responsive, I'll pass that on to them. Thank you for the feedback.