Consumers are falling foul of hidden conditions in 'free' trials Consumer Affairs Victoria director Dr Claire Noone says almost 30 per cent of gripes involve the gym and beauty industries. Picture: Ron Wells Source: HeraldSun TRICKY "free" trials for fitness, beauty and other products are leaving consumers up to thousands of dollars out of pocket. TV home shoppers and other customers are fighting for compensation due to hidden costs or traps in terms and conditions. Consumer Affairs Victoria received more than 180 free-trial complaints and inquiries last financial year. "Trying to cancel a contract or getting a refund are the biggest issues people have encountered, but they have also complained about unreasonable charges, unauthorised charges and the products simply not living up to expectations," CAV director Dr Claire Noone said. Case files reveal: A CUSTOMER given a voucher for a two-week gym trial was ordered to pay a $250 contract cancellation fee after using the club just twice. The manager claimed the trial was for a week, not a fortnight. The fee was waived after authorities intervened. A GYM member who claims he signed up only for a one-month free trial is trying to recoup 2 1/2 years of direct-debited membership fees, worth more than $2600. A WOMAN who paid $209 for a weight-loss product after a trial claims she was not told that, without 30 days' notice, the retailer would continue to send monthly supplies. A WOMAN who spent $200 on back-stretching devices returned them within a 30-day trial period as the items were not as described. Her credit card, initially credited, was then stripped of almost $150. She was refunded after conciliation. Dale Harrison was furious to be charged $25.99 after accepting a Quickflix online film and TV series trial. He said he didn't use the service, and was angry to discover it was his responsibility to opt out within the trial period to avoid becoming a paying subscriber. He got a refund after complaining to fair-trading officials. Quickflix chief financial officer Simon Hodge said trial terms and conditions were clearly stated during registration. Consumers have also vented online at the website, productreview.com.au, about fees linked to gym trials. Dr Noone said almost 30 per cent of gripes involved the gym and beauty industries. Other problem areas were electrical appliances and whitegoods, and medical, health and self-development services. Before accepting a "free trial" or introductory offer, check: WHEN the introductory period or offer ends. WHETHER fees or charges apply, and when. WHAT services or products you can use. WHETHER you will automatically switch to paying for the service or product at the end of the trial. WHAT you need to do to end the trial - for example, you may have to return the products at your expense or choose to opt out of the ongoing contract. Businesses should make these terms clear. Under the Australian Consumer Law, misleading or deceptive promotions risk fines of up to $1.1 million. Businesses cannot rely on small print and disclaimers as an excuse for billing consumers without obtaining authorisation. Source: Consumer Affairs Victoria