Why this answer
What actually matters
- Check the receipt and terms to identify the contracting seller.
- Direct the payment reversal to the platform where required.
- Direct service-performance issues to the provider.
- Do not accept circular referrals without a reasoned allocation.
Important nuance
When the statement may have a point
- The platform may be the seller of record for the transaction.
- A provider cannot always access or reverse platform-held funds directly.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Sign-up journey, order confirmation and terms supplied
- Trial, renewal and price-change notices
- Screenshots or recordings of the cancellation route
- Payment history and cancellation confirmation
If they still refuse
Move the dispute forward.
- Give clear cancellation notice through a provable channel and identify any disputed renewal or service failure.
- Separate cancelling the payment method from ending the underlying contract.
- Use the trader complaint process, platform dispute route, payment protection or court action as appropriate.
Read the full rules
Go deeper before escalating.
Official sources