CMA Secures Refund Rights for McAfee Customers


Thread author
Staff member
Malware Hunter
Jul 27, 2015
The changes secured by the Competition and Markets Authority (CMA) as part of its investigation into the anti-virus software sector include:
  • McAfee ensuring that customers whose contract auto-renews for another year will be able to end their contract and seek a refund for the remaining months. In addition, this new refund right will be backdated for people who were previously refused a refund in 2020.
  • The process for turning off auto-renewal will be made more straightforward for customers in the future.
  • Providing clearer information upfront on pricing, for example by making clear that the auto-renewal price in the second year is higher than the price paid when the anti-virus product was first purchased.
  • Locating important information about how to turn off automatic renewal and obtain a refund more prominently on its website and in emails sent to customers.
The investigation into the sector was launched in response to the loyalty penalty ‘super-complaint’ from Citizens Advice about long term customers overpaying for key services. This raised concerns that some anti-virus software companies’ terms and practices may be unfair and could result in UK customers paying for services they no longer want or need. Andrea Coscelli, CMA Chief Executive, said: “People should not be tied into auto-renewing contracts for products they no longer want or need. Because of our investigation, it will be easier for McAfee’s customers to get money back if a contract renews when they didn’t want it to. “Subscriptions should be clearly described, easy to exit and customers should not be tied into ongoing auto-renewals without adequate refund rights. Companies who use auto-renewals unfairly risk action from the CMA.”