Watch out for Subscription Traps
The Competition and Markets Authority (CMA) launched an investigation into some of Adobe’s subscription models. CMA investigates Adobe over concerns about cancellation fees.
These include the popular design programs Photoshop, Illustrator and Premiere. The CMA is investigating cases where consumers are having to pay 50% of the yearly cost if they cancel after the 14-day cooling off period and whether this is unfair. It is also looking at whether consumers are given the full information to make an informed decision.
TikTok video regarding CMA investigation
@thecomplainingcow Adobe is under investigation by the UK regulator 👀 The Competition and Markets Authority (CMA) is looking into whether cancellation fees on certain subscription plans are unfair ⚖️ #subscriptions #adobe #cma #consumerprotection #consumerrights
Subscription trap legislation
The Digital Markets, Competition and Consumers Act 2024 (DMCC) came into force on 6 April 2025. This covered drip pricing and reviews but plans for subscription reform were not expected to come into force until April 2026 and are now due in Autumn 2026:
The DMCC subscription rules state that businesses must:
- Provide clearer information to consumers before they enter a subscription contract;
- Issue a reminder to consumers that a free trial or low-cost introductory offer is coming to an end, send a reminder before a contract auto-renews onto a new term; and
- Ensure consumers can exit a contract in a straightforward, cost-effective and timely way.
- Subscription providers will be required to remind consumers before a contract rolls over or automatically renews.
Asked why this has been delayed, the Department for Business and Trade said that it recognises that all stakeholders, particularly businesses, need time to prepare for implementation. DBT says that it will provide further details on timings in the Government Response which will be published in due course.
Most of us have been caught out in a subscription trap at some time, an assertion borne out by recent research by National Trading Standards. It revealed that 4.7 million people were paying for a subscription they didn’t know they had signed up for. According to its research “More than 20 million UK adults have signed up to a subscription without realising it, and of these, 4.7 million are STILL paying for a subscription they didn’t ask for.”
Update 2 April 2026 delayed again, changes due to come in Spring 2027.
Consumers experience of Adobe subscriptions
How to avoid subscription traps
- Be aware of the “free” and very cheap trials of subscriptions. Most, if not all, will ask for payment information when you sign up. Set yourself a reminder to cancel a day before the first payment is due. In some cases you will be able cancel on that day and still be able to use the free trial until the end of the period.
- Check the cancellation rights before signing up to anything but be aware that you may still be able to challenge these in certain circumstances.
- If you are going to sign up to a subscription, try to use Direct Debit, where possible. With Direct Debit,a company cannot change the regular payment amount unless it gives you written notice of the new amount and when it will be taken. This notice period is usually 10 working days. Paying a subscription with a debit or credit card is known as a Continuous Payment Authority (CPA) which can be of varying amounts and can be changed without your consent.
- When you cancel with the company, also inform your bank to ensure that the subscription payment is cancelled. You will then also be covered by the Direct Debit Guarantee, which ensures a full and immediate refund of the amount paid from your bank or building society if a mistake is made.
How to try to get your money back on a subscription you haven’t used
It can be really difficult to get your money back because you have signed up to the terms and conditions to make the payment. However, you can try the following:
- Write to the company. If it doesn’t provide an email address or they refuse and you want to try a second time, use ceoemail.com to find the CEO email address and point out that you haven’t used the service. Some companies will be decent and refund you. For example, Amazon will usually do this for unused Prime and Audible subscriptions. Others may refund you the most recently paid month as a “goodwill gesture”.
- If the company rejects your request, contact your bank. A credit card company may try to obtain a refund for you but only for up to 3 months. They are required to allow the retailer 60 days to respond to your claim.
- If you think you have been misled, write to the company stating that under the DMCC a company cannot mislead customers by omitting or providing inaccurate information. If it has then it should refund you in full. The company must put you back to the position you were in financially before taking the decision.
If you had no intention of taking out a paid subscription it is always worth trying to get a refund. Be polite, objective and explain clearly what you would like as a solution.
@thecomplainingcow Here’s how they catch people… and how to avoid them 👀 #subscriptions #consumerrights #consumerprotection #costofliving #freetrials
More help on subscriptions
See Don’t get caught in the Subscription Trap! for more about subscriptions.
Streaming services: How to cut subscriptions and save money.
Think before you sign – top 10 tips to save on subscriptions
More help with complaining effectively
For more general advice on resolving complaints see Top 20 Tips on how to complain effectively
For masses of information, tips, guidance, laws and regulations and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
101 Habits of an Effective Complainer is designed to improve the way you look at and make complaints. Each page gives you a complaining habit to consider and an example of how and why it empowers you to become more effective in getting the results you want.
Save yourself time and effort finding the laws and wording a letter of complaint and download a template, fill in your details and get that redress.
Purchase downloadable templates to gain redress.
