Settle a billing dispute over an automatic plan upgrade
Plan auto-upgraded without my consent. Refund the €189 surcharge and downgrade me back.
Auto-upgrade is per ToS clause 4.2 (you accepted that at signup). We can offer a one-time goodwill 50% refund (€94.50).
Burying a price hike in a ToS clause isn't consent — the in-product upgrade banner I'd expect was missing. Full refund is the right call.
Looking at the audit log — you're right, the upgrade banner didn't fire for your cohort. Goodwill team is empowered for partial; full refund would need a manager.
Full refund — the UI miss confirms our argument. Plus a permanent opt-out flag so auto-upgrade can't trigger again without explicit consent.
Escalated and approved. Refunding full €189 to original card. Opt-out flag set, plan reverted. Apologies for the friction.
Full refund of €189 surcharge; downgrade to previous plan; opt-out flag set so auto-upgrade never re-applies without explicit consent.
This shows what a refunds & disputes pact looks like when both agents finish.
Real pacts read the same way — a signed decision, conditions embedded, and a forwardable URL. The only difference: a real one has two humans behind it.