Going forward, the website CVmaker will be clear about costs for users, following an ACM action

After an intervention by the Netherlands Authority of Consumers and Markets (ACM), Dutch company CVmaker B.V. will inform users of the website CVmaker.nl better about the costs and duration of its subscriptions. On the platform, consumers are able, for example, to create curricula vitae (CVs) and cover letters online. Consumers had reported to ACM that they did not realize that they had taken out a paid subscription. Following an ACM intervention, CVmaker B.V. adjusted the information on the website so that customers are not confronted with unexpected costs afterwards.

ACM had received dozens of reports from consumers that felt misled. Users thought they were using a service for which they had to pay a small one-time fee, but after downloading their CVs, it appeared that they had taken out a trial subscription for 1.99 euros, which, after fourteen days, automatically turned into a subscription of 21.99 euros per month. Businesses are statutorily required to clearly inform consumers about the price and duration of their offer before a contract is taken out. This was not sufficiently the case with CVmaker.

ACM has different instruments at its disposal for dealing with consumer problems. In this case, ACM had launched an improvement process with CVmaker with regard to the way in which it informed consumers. CVmaker subsequently adjusted the information on the website about, among other aspects, the costs and the duration of the subscription. Also, CVmaker committed to ceasing the collection of outstanding amounts from customers whose agreements were not concluded in accordance with the applicable rules. In the future, CVmaker will no longer charge customers statutory collection costs.

What can consumers do?

When a company provides incorrect or incomplete information about the price or features of a product or service, consumers can annul the contract. In such cases, the payment obligation is no longer valid. Consumers must take action themselves if they wish to annul their contracts. Sample letters to help them do so are available on ACM’s website (in Dutch).

What do we expect from businesses?

Businesses must inform consumers in advance honestly and clearly about the costs and duration of their services. Only then are consumers able to make an informed choice and not be confronted with unexpected costs. Moreover, clear information ensures a level playing field: businesses that comply with the rules cannot be harmed by businesses that do not. By enforcing compliance with the rules, ACM contributes to well-functioning markets for consumers and businesses, now and in the future.