Frequently Asked Questions

1.1. Who are you and what do you do?

Moneytoring.com is part of GreenOnline B.V., an organisation founded in 2010 that offers consumers an easy way to cancel subscriptions (we consider contracts and memberships with recurring payments also subscriptions) in one place. Quickly, safely, cheaply and transparently. We offer our subscription cancellation service in 15 countries across Europe.

Subscription cancellation is done through a form that the consumer fills in with their personal information. This includes information such as address and email, and in some cases a customer number for the subscription in question.

No more hassle with long waits on the phone or conversations with a retention specialist trying to persuade you to stay.

Canceling has never been easier! Discover the freedom to cancel subscriptions with Moneytoring.com.

1.2. How can I contact Moneytoring.com?

Got a question, complaint or feedback? We'd love to hear from you. Unfortunately we can't take calls, but you can always use the contact form that you can find at the bottom of each page on our website.

1.3. How much does your service cost?

Creating a cancellation letter is completely free. You can download the letter, print it out and send it to the organisation yourself. Do you want to use our shipping service? We charge between 5.95 and 16.95 euro (including VAT) to send your letter by registered post or registered email to the organisation.

1.4. Can I cancel a subscription for free?

You can always contact the organisation directly. We even provide guides to help you cancel yourself. You can download all the letters for free and send them yourself. We also provide all the information you need to contact the organisation directly. You can do this by post or by email (if the organisation allows it). Some companies allow you to cancel by phone. However, we do not recommend this as you will not have written confirmation. In most cases, we recommend that you send a registered letter or email. You will always have a legally valid delivery with the e-mail receipt or track & trace code. The organisation will not be able to dispute the (date of the) cancellation.

1.5. I have a complaint about the service?

It is of course very annoying if you experience problems with our services or website. We apologise for this. Please let us know about your complaint. This can be done by email or by post. Our staff will look into the complaint and try to resolve the problem as soon as possible.

GreenOnline B.V.

Gustav Mahlerlaan 1025

1082 MK Amsterdam (no visiting address)

E-mail: support@greenonline.nl

Once we have received your complaint, we will send you an acknowledgement. We will respond to your complaint within 3 working days of receiving it. If it takes longer, we will inform you.

1.6. Can I add an organisation myself if it is not listed?

If you cannot find the organisation you want to cancel, you can contact us directly using the contact form. We will immediately add the organisation to our database for you, so that you can cancel without further hesitation.

Is your cancellation urgent?

Then you should contact the organisation directly to arrange your cancellation yourself.

1.7. How does the 100% Cancellation Guarantee work?

With our Cancellation Guarantee, we guarantee that your cancellation will be handled by us. There are a few conditions; for example, the details must be correct and it must be possible to cancel (no continuous contract and no payment arrears).

Are the conditions met?

Then we guarantee your cancellation. In the event of problems, this means that our team will go to work for you. We will contact the organisation concerned to ensure the cancellation is processed correctly. If an organisation is uncooperative, we will ask our lawyer to send a formal letter first and if there is no response, we will start legal proceedings. Have we done something wrong? We will reimburse you up to a maximum of €100.

This guarantee is valid for up to 3 months after you have used our send service.

1.8. How do you treat my privacy?

We take your privacy very seriously! This means that we only use your details to generate a cancellation letter and to arrange the cancellation. We only keep your name and email address for support purposes. After 6 months all your data will be deleted and we can only trace how the cancellation form was sent and check the confirmation that it was received by the organisation using the unique ID of the cancellation form.

Have you indicated that we may occasionally send you a message about the cancellation? Then that is all we will do with your contact details. And we make sure that you can always easily indicate when you want to unsubscribe.

1.9. Which method will you use to send the cancellation letter?

Registered mail

Registered letters are sent out every Monday afternoon. Once we have received the Track & Trace code, we will send you a confirmation email. This email will contain a link that will allow you to track the progress of your cancellation. Please allow up to 7 working days for delivery, depending on the destination.

Registered e-mail

E-mails are sent immediately. We can provide proof of dispatch and delivery upon request. Remember that even if the letter is sent and delivered on the same day, the organisation will not process it immediately, as they will use the date you enter in the form!

If you create a letter at the end of the month, it may not reach the organisation until the beginning of the next month. This may affect the next subscription payment (we cannot refund this subscription payment).

2.1. What are the cancellation terms for subscriptions?

The terms depend very much on the type of subscription and the organisation you are subscribed to. For example, some organisations may have no notice period at all, while others may have a notice period of two months. We think it is important that you are well informed, so if you have any questions about the terms and conditions of a particular subscription, we recommend that you read the terms and conditions of the organisation itself.

2.2. How does it work?

We want to save you the hassle of cancelling subscriptions. Instead of cancelling your subscriptions over the phone, you can use Moneytoring.com to do it quickly and easily:

• Click on the organisation you want to cancel

• Then enter your details. These details will be automatically filled in the letter template.

• Choose the date you want to cancel your subscription. If you are moving, for example, the date may be different from the earliest possible date. If you want to leave as soon as possible, you can select this option. This will also be filled in automatically in the letter.

• Click on Pay and deliver my cancellation and you will be taken to the payment page.

2.3. Where can I find my subscription number?

For most contracts, your customer or subscription number will always be shown on your online/paper invoice or welcome letter.

Can't find your customer number?

No problem. Most organisations have enough information with your name and address details to process your cancellation.

2.4. The organisation hasn't processed my cancellation yet, what now?

Have you received your cancellation letter but still haven't heard from the organisation? This is very frustrating and we apologise for the inconvenience.

Was your letter sent more than 10 days ago?

If so, we recommend that you contact the organisation directly and send them the proof of posting with the cancellation letter and track & trace code that we sent you by email. With the Track & Trace code, you will have legally valid shipment information.

Below are some possible reasons why your cancellation has not yet been processed:

• Notice period

In most cases, companies use a cancellation period of at least 1 (calendar) month - sometimes more. This means that your contract will still run for at least 1 month and you will receive a payment for this.

• Incorrect details

The organisation may not be able to find your contract because you have provided too little or the wrong information. Are your name and address details correct? Did you enter your subscription number correctly? If not, contact the organisation and provide all the correct information.

2.5. Is a subscription cancelled by letter legally valid?

Termination by letter is legally valid. The only thing you need to be able to prove is that the provider received the cancellation. To be able to offer you that certainty, you will receive a confirmation e-mail from us containing the Track and Trace code. You can therefore keep these e-mails as proof, should this be necessary. If you lost the email or need help you can always contact us by using the contact form on the website.

2.6. Is an electronic signature legally valid?

Today, an electronic signature has the same legal effects as a handwritten signature. This means that electronic contracts and agreements are legally possible.

In the European legal context, an electronic signature is equivalent to a handwritten signature. The validity of a signature cannot be disputed simply because it is in electronic form. European directive: Regulation (EU) No 910/2014 of the European Parliament and of the Council of 23 July 2014 on electronic identification and trust services for electronic transactions in the internal market and repealing Directive 1999/93/EC.

2.7. How do I add my signature to the letter?

When you start filling in your cancellation letter, we will automatically generate a signature based on the name you provide. This signature will be accepted by the receiving organisation, so you don't need to worry about it. Do you still want to add your own signature? You can! Click on the pencil icon in the letter and you can sign it yourself. This is a bit tricky to do with a mouse, but very easy on a mobile phone!

2.8. I still haven't received my cancellation confirmation, what should I do?

Please note that it can take up to 30 days before you receive confirmation of your cancellation from the relevant organisation. If you still haven't heard anything after 30 days, please don't hesitate to contact us. You can also call the organisation to check the status. If they tell you that no cancellation has been received, remember that we always have proof that we delivered the letter to the organisation. In such a case, please contact us so that we can arrange the cancellation for you quickly and retrospectively.

2.9. Will I receive a confirmation email when my letter has been sent?

Yes, of course you will. As soon as we have sent your cancellation letter, you will receive a confirmation email. Did we send your cancellation letter by registered post? If so, you will also receive a Track & Trace link which you can use to track the delivery.

It is possible that the confirmation email may have ended up in your spam folder. If this is not the case, please contact us.

2.10. Can I cancel my cancellation letter (right of withdrawal)?

If you wish to cancel your subscription, we recommend that you contact us using the contact form as soon as possible. If we have not already sent your letter, we will cancel it and refund your payment.

Be sure to include the correct email address you used to place your order. This will allow us to cancel your cancellation letter as soon as possible.

If we have already sent your letter, we will not be able to cancel it. In this case, you will need to contact the organisation concerned as soon as possible. For privacy reasons, we cannot do this for you.

We hope the above is clear enough, but we have to say this for legal reasons: you have the right to cancel the contract within 14 days without giving any reason. In order to exercise your right of withdrawal, you must notify us of your decision to withdraw from the contract in an unambiguous manner (e.g. in writing by post or e-mail). Important: Please include the email address you used to place your order so that we can retrieve all the information and respond more quickly.

2.11. How can I make changes to my cancellation letter?

Once we have received your cancellation order, the cancellation letter cannot be changed. This way we guarantee that the details of the cancellation letter can never change. Please contact us if you want to adjust your cancellation letter. We can cancel the letter, refund the paid amount and eventually you can generate a new one.

2.12. Is there anywhere I can check the status of my cancellation?

Once you have completed your cancellation and payment, we go to work for you behind the scenes. We print your letter, pack it and send it by registered post or registered email to the relevant organisation. Once the letter has been posted, we will send you a confirmation email. This email will give you the exact date and time the letter was sent and, for registered mail, a track and trace code. This Track and Trace code will allow you to track your cancellation letter.

2.13. I have not received the confirmation email, what should I do?

If you have not received the confirmation email, something has probably gone wrong with our email system. We apologise for this.

Please check your spam folder. Can't find an email there either? Please contact us using the contact form at the bottom of our web pages as soon as possible and we will resolve this for you.

2.13. How do I use my Track & Trace code?

You can use your Track & Trace code to check the status of your shipment. Click on the Track & Trace link in the email we sent you.

"Shipment is on its way" - Your cancellation letter has been sent but is still on its way to the relevant organisation.

"Your recorded delivery was delivered to (organisation) on (date)" - If your item has been delivered, the date and organisation will be included. More details, such as your Track & Trace code and the delivery address, can be found at the bottom of the message.

If there is a problem with your cancellation, you can forward the Track & Trace code to the organisation concerned.

2.14. My letter is still in transit, what now?

Unfortunately, the Track & Trace page sometimes gives an incorrect status. In most cases, your letter has arrived safely.

If your letter is still 'in process' via the link we have provided, you can do the following:

Was your letter sent less than 2 weeks ago? Then we advise you to wait a little longer for the organisation to notify you of the cancellation.

Was your letter sent more than 2 weeks ago and you still haven't heard from the organisation? We can resend your cancellation letter at no extra cost. Please contact us using our contact form.

2.15. Is your cancellation urgent?

Then we recommend that you contact the organisation directly and send them the shipment confirmation with cancellation letter and track & trace code that we have emailed to you.

2.16. Where can I find my customer ID on the cancellation letter?

If you use our Cancellation Guarantee shipping service, we will add a unique number to your cancellation letter. This means that we can always find your cancellation, even if we have removed your details from our database. You will always receive a copy of the cancellation letter we send to the organisation. The unique ID can be found at the bottom right-hand corner of this cancellation letter.

2.17. Will I receive confirmation that a subscription has been cancelled?

The actual cancellation in the system is up to the organisation itself and unfortunately we have no control over this. In the unlikely event that the cancellation has not been properly received, it is best to contact the organisation you are subscribing directly to arrange this. In principle, this will have no negative consequences: you will have proof of sending and receiving the letter sent earlier.

3.1. When can I cancel my subscription?

In principle, you can cancel any subscription at any time. However, you must respect the cancellation period. The notice period may vary from organisation to organisation. Payments will continue to be made during the cancellation period.

3.2. Where do I find my customer number?

In some cases, a customer number is required to complete the cancellation process. Your customer number can usually be found on an invoice or in an online account environment.

3.3. What is the cancellation period?

The cancellation period for a subscription is generally 1 month. There are exceptions. Magazines or newspapers that appear less than once a month have a notice period of 3 months. Other subscriptions have a cancellation period of 1 month.

The notice period must be specified in the terms and conditions. If no notice period is specified or otherwise agreed, the contract has no notice period and you can cancel at any time with immediate effect.

If you take out a subscription for a fixed period, for example 3 months, 6 months, one year or even two years, you cannot cancel during that period. You can at least cancel the subscription, but the payment obligation remains until the end of the contract period. If you bought a subscription through a price comparison website, you simply need to cancel with your provider.

Trial subscriptions are not automatically renewed by law. Once the period for which you have subscribed has expired, the organisation may tacitly renew the subscription. This means that it will happen without either party having to do anything. The notice period that applies from the moment of tacit renewal is 1 month.

You can always cancel within 14 days. This is the legal cooling-off period you have as a consumer.