In small print, at the bottom of the page where Cerebral customers are prompted to enter their credit card information, it says by clicking “submit” that customers consent to the payment terms, recurring billing policy and cancellation policy. This was outlined in the “Restore Online Shoppers’ Confidence Act,” which Congress passed in 2010. But what’s key is that customers have a clear understanding of the “material terms” of the transaction before their credit card is charged, she says. “There's nothing intrinsically wrong with charging people a recurring subscription fee even if they don't access the services,” says Dee Pridgen, an emeritus professor at the University of Wyoming College of Law, who specializes in consumer protection issues. Cerebral, which has cared for more than 200,000 patients since launching in 2020, was valued at $4.8 billion following a $300 million funding round led by SoftBank Vision Fund 2 in December. But what’s posted publicly differs from Cerebral’s internal refund policy, which lays out 12 specific scenarios when the company will grant a full refund, including threats of legal action, according to an internal memo obtained by Forbes. Law Professor Dee Pridgen suggests Cerebral’s attempt to comply with a federal online merchant law is “borderline, complying with the letter but not the spirit of the law.”Īs with many automatic recurring subscriptions, Cerebral immediately charges customers upon registration and “there are no refunds regardless of whether Services were utilized,” according to the company’s publicly available terms and conditions. “We are constantly reviewing our internal policies to account for changes in our business and client behavior.” He added the voicemail was “not typical” of customer service. Our client support team will always evaluate and investigate the issue at hand and provide an appropriate solution,” a company spokesperson said in an emailed statement. “As a business, we want to reduce any negative interaction with a patient.
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