Well, from the outside they looked to be a reputable service so I signed up for the 3-day trial (this should have been the first warning sign) to see if they could help improve our backlinking outreach.
You have to add your card details to get access to the free trial, which I did.
I played around on their platform, looking for South African blogs and influencers but couldn't find what I was looking for and decided to cancel our subscription and end the trial.
After cancelling, I received a confirmation message saying that my request had been received and that my account access would end after the current period was over.
Despite requesting to cancel the account, the button saying "unsubscribe" was still there. I was a little confused why that was so I went through the process again and got the exact same message as before and again the "unsubscribe" button remained.
So I left it at that, having gone through the process of cancelling twice, I carried on with my day.
3 days later, Ninja Outreach billed me for an annual pro license, USD 888.00. Confused and a little upset, I reached out to their support team to find out why I had been billed, even after cancelling. I then logged back into Ninja Outreach and saw that I was still subscribed, despite having cancelled twice, 3 days earlier.
So I cancelled again, for the 3rd time.
Then I go the response from their Ninja Outreach "support" team. Here is the email:
Basilis here from the Management team.
Thank you for contacting us.
I just checked your account and I can see that you tried to unsubscribed just today ( that is why you got the popup that asked you to confirm ).
Based on our Terms and Conditions, refund are been applied when the users unsubscribe inside the Trial Period. "
So I proceeded to tell Basilis that I had gone through the same process to unsubscribe twice 3-days earlier but conveniently for them, they only had records of the attempt I made after being billed.
Here is that email (excuse my grammar, I was typing fast and furiously):
If you read my message you will see that I unsubscribed twice on friday. I unsubscribed again today because I wanted to check why it was still saying I am subscribed and it did the same thing it did on Friday where it still says i am subscribed even though i unsubscribed.
We cannot use your service because you do not have our south africa media listings which is a conclusion i came to on friday which is why i didn't bother using the rest of the trial and immediately unsubscribed.
Even though I unsubscribed this morning, it still says I am subscribed and the option to unsubscribe is still there. This is excatly the same as what happened on friday."
The response I got was infuriating:
"I checked the logs and there was no un-subscribe triggered on Friday. Yes there is an unsubscribed happen today, after the billing and the Trial went through."
So despite my attempts to cancel my subscription on the very first day of my trial, they lied about my attempts to cancel and have so far refused to refund me.
And I am not the only one. A couple of other users have had the same experience when trying to cancel their subscriptions and were also told that they couldn't find records of their attempts to cancel.
What makes it even more suspicious is that instead of trying to find out if there is an issue with their app or problem solving what went wrong they immediately went on the defensive, denied that I attempted to unsubscribe and refused to issue a refund.
UPDATE: After writing this review and a number of emails back and forth I was finally refunded. The fact that I was refunded would suggest that perhaps they are a legitimate business. That being said, until they change their predatory billing policy and make it clear and easy for people to cancel, I would proceed with immense caution.
@ninjaoutreach if you are reading this then change your trial period to 14 days, allow people to try out your service without adding a credit card, and make sure people can cancel.