Dating website eHarmony has been found by an Australian federal court to have engaged in misleading and deceptive conduct concerning 'subscription traps'. The court ruled that these practices cost thousands of customers hundreds of dollars each.
The Australian Competition and Consumer Commission (ACCC) initiated legal action against the US-based company in 2023. The ACCC's concerns included eHarmony's claims of providing free dating services and the information given to consumers about subscription costs and renewal terms for premium memberships.
Justice Christopher Horan's judgment, delivered on Tuesday, found that eHarmony's operations, up until July 2024, included misleading representations about basic free membership, pricing structures, and automatic renewal information. The court noted that the website's dominant message suggested premium memberships were for finite periods, despite automatic renewals at non-discounted prices.
One user reported being charged $478.80 after deleting the app, with the case later referred to a debt collection agency. Another customer faced a similar situation with $598.80 referred to debt collection. Between November 2019 and June 2024, around 20% of premium members, totalling 44,856 users, had their subscriptions automatically renewed.
eHarmony stated it evaluates and evolves its practices, and has made changes to improve transparency. The company is reviewing the judgment and considering its options. The ACCC and eHarmony have been asked to propose orders at a later date.