NordVPN Lawsuit Investigation: Did Your Subscription Auto Renew?

Attorneys working with ClassAction.org are investigating whether a class action lawsuit can be filed against the companies behind NordVPN and other affiliated services over possible violations of state-specific automatic renewal laws.

Specifically, they’re looking into whether NordVPN, NordPass, NordLocker and NordLayer clearly disclosed to customers that their subscriptions would renew automatically and whether the platforms intentionally made cancellation difficult.

Auto-Renewal Laws: What Are My Rights?

Several states have laws in place requiring companies to take certain steps before signing customers up for an automatically renewing service.

Under California’s Automatic Renewal Law (ARL), for example, a company must “clearly and conspicuously” disclose its auto-renewal terms—including that the subscription and associated payments will continue until canceled—before a customer makes their purchase. Businesses are also required to provide California customers with a “timely” and “easy-to-use” cancellation mechanism that’s exclusively online.

New York law says that if an auto-renew offer includes a free trial, a business must provide an acknowledgment that includes information about how to cancel that allows the consumer to pull out before they have to pay for a subscription.

Although the specifics of each auto-renewal law may vary from state to state, many impose similar disclosure and cancellation requirements aimed to prevent predatory subscription models.

In Illinois, companies that fail to comply with its auto-renewal law must provide “a full refund or credit” for any charges a consumer paid after the subscription was renewed up until the service is canceled or until a subsequent notice of renewal, whichever happens first.

Customers Complain of Unexpected Charges, Trouble Canceling

Customers have complained online that they were surprised by recurring charges from the cybersecurity subscription services and that their refund requests for these unexpected charges were denied. Others say they had to jump through hoops to cancel their plans.

Below is a sample of NordVPN, NordPass and NordLocker complaints posted online [sic throughout]:

I initially bought a subscription for China travel back in October 23 but it didn't worked at that time, I asked for a refund but they didn't helped me. Yesterday a recurrent payment for their service was done from my account, I asked them again for a refund but they refused to help. Probably this is how they make money - through recurrent payments without letting you know. Be aware, recurrent payment is ON by default.”
Alexandru A., NordVPN user, TrustPilot.com

For context i tried to cancel my subscription after the first month of use using the Nord account details. After hitting the cancel button i was sure it was gonna be canceled. At the time I didn't know i would receive an email confirming so again I was sure it canceled. Fast forward to present I was after speaking to Baldo Pantoja i was repeatedly told i could not get a refund because of tos. Even though this is an issue with the website i was still denied refund for 2 months of pay without using the application.”
— Dante B., NordVPN user, TrustPilot.com

A warning to everyone who opts for the one month service, they will set up a auto-renew payment plan which will keep charging you for every month until you manually turn it off. Predatory service, and customer support will not refund for the months after the initial month despite deactivating and uninstalling the program before the 1st month ended. Paid for a service that I didn't use.”
— tom, NordVPN user, TrustPilot.com

I've signed up for a one month subscription on Feb 10 - and there was no mention of an automatic extension. A month later on March 10 I found out. I've canceled it and asked for refund which was declined by NordVPN Customer Service. This method is a very bad business practice which a serious company does not require. As such I cannot recommend NordVPN”
— Smjfrs, NordVPN user, TrustPilot.com

I had paid for 3 years, and they didn't make contact to tell me I was coming to the end of that period (on autorenewal). It took nearly 100 pounds from my bank and apparently you can't get a refund on an autorenewal. So I just paid a lot of money for a service I don't use anymore, and can't afford the bills I was due to pay off this month. Thanks Nord VPN.....”
— null Elizabeth, NordVPN user, TrustPilot.com

So I signed up to Nord Pass to test it. I already have a password manager but wanted to see how Nord Pass compared. It was fine but was no better than my current - so I asked them to delete my account. That was a month ago. Every few days they write back and ask if I'm sure I want to delete my account and ask for confirmation - I give it - they do the same a week later. I am stuck in a seemingly endless cycle. Not good.”
— S P Finch, NordPass user, TrustPilot.com

I … tried to cancel my account and have it refunded, which I couldn't do through the website, I had to submit a support ticket. Which took three emails to get started and it should take 5-10 business days.”
— Ryan, NordLocker user, TrustPilot.com

How Could a Lawsuit Help?

A class action lawsuit could help customers get back some of the money they spent on auto-renewal subscriptions that may not have been clearly explained or were difficult to cancel. A lawsuit also has the potential to force the companies that operate NordVPN, NordPass, NordLocker and NordLayer to change how they do business.

Before commenting, please review our comment policy.