IRIS Kashflow

Subscription cancellation difficulties

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Hi - I emailed Kashflow to cancel my subscription to their accounting software. I was advised by their 'Support' that I have to give 90 days notice before the annual licence renewal date, which is 1 August 2019. Therefore as I was within 90 days of this date when cancelling, the subscription will not be cancelled until 1 August 2020. Therefore, according to their terms and conditions, I have to continue paying for another 14 months.  I have never come across such a long tie in before. Does anyome have contact details for IRIS Kashflow that I can write to or perhaps some other body. I ask Kashflow Support for contact details of someone they are no longer answering my emails. There is the option of ignoring them and not paying after the 90 days notice has elapsed but I could end up with a bad credit ratting. Any advice?

Replies (11)

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By ireallyshouldknowthisbut
28th May 2019 11:54

Its IRIS all over, very sharp practices.

Usually the answer is to stop paying them, and see what happens.

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By MILLY1
28th May 2019 13:46

I've got the same problem cancelling Iris PAYEmaster. I bought this software many years ago (over 17) when it was Freeway software before Iris bought the company. Iris argue I agreed to their terms at the time of purchase (?) and have further agreed with every update since. I haven't paid and wait to see.

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Tornado
By Tornado
28th May 2019 20:57

I would threaten to take them to Trading Standards. This is unfair and you should be allowed to cancel a subscription within 30 days after the renewal date.

If an agreement seems unfair then it possibly is. Anyway, there is no harm is letting Trading Standards take a look at this.

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Replying to Tornado:
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By johnhemming
28th May 2019 21:35

I am not sure this would fall into their jurisdiction.

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Replying to johnhemming:
Tornado
By Tornado
29th May 2019 09:33

Any evidence of unfair trading is of interest to Trading Standards.

I threatened to take Croneri to Trading Standards over their insistence that I should have cancelled a subscription three months before the renewal date and they backed off faster than the speed of light and cancelled all the invoices they had sent to me.

The quality of product is of only secondary importance to many of the larger software suppliers with THE main consideration being the number of subscriptions they have. Each subscription adds thousands to the value of the Company and they will do anything to hold on to those subscribers.

I think it is unreasonable to expect people to have to decide three months before a renewal date whether they want to renew again for a year after that. This is unfair and also stifles competition, so I am sure that Trading Standards would be interested in this. There can be no harm in letting them have a look anyway.

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Replying to Tornado:
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By johnhemming
29th May 2019 15:21

My understanding is that they mainly deal with B2c rather than B2B.

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Glenn Martin
By Glenn Martin
28th May 2019 22:09

Just stop paying it

The software is terrible they are unlikely to take you to court for £10 per month or whatever it is

IRIS terrible customer relations but just don’t care about the reputtion they have with accountants

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By ScribbleD
29th May 2019 14:29

Their reputation is in tatters but they don't seem to care. You can almost guarantee Taxfiler will follow suit in due course. The curse of an IRIS takeover.

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By marks
01st Jun 2019 03:19

I wouldnt say it is unfair. It is clearly in your T&C that it requests that you tick and read each time you do an update.

Reality is that no one reads the T&Cs until you want to get out of something.

The 90 day strategy is a common ploy by IRIS to tie people in for a further year they didnt want to pay.

Luckily I was aware of this and gave them plenty of notice when leaving them last year.

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