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Unreasonable 90 days notice with PTP/IRIS software

Has anyone successfully managed to leave IRIS/PTP within the 90 day notice period?

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I have given notice to IRIS/PTP 5 days too late for the 90 day notice period. Kicking myself fairly hard, but they are kicking harder by telling me I have to stay with them for another year! Has anyone been successful in arguing that their policy is unfair/unreasonable? 

Replies (20)

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By frankfx
07th Feb 2021 13:23

Yes
But I escalated it to high level at Iris.

Basis, notification of their policy was not abundantly clear.

Also other professionals felt they too had been taken advantage of.

More so Iris is a professional service firm, and demonstrably did not
KTC... know their client.

Iris person was very " sympathetic', and conceded.

In short third rate communication with valued customers.

Which they were happy to perpetuate

By the way I was happy with PTP software and support.

But independent , at the time,Taxfiler better value and online!

Despite price hikes Taxfiler still good value, in the scheme of things

VT and Moneysoft use them as good value offline!

Good luck with your efforts to achieve a fair and reasonable outcome, just as you would with your own clients.

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By thomas34
07th Feb 2021 13:28

I had the unfortunate experience of dealing with them years ago after IRIS took over PTP. I think I did read the small print and cancelled every year before renewing. I recall that until close to the renewal date you don't know what the price is going to be - a blatant unfair contract term. I believe all "auto renewal" terms are a racket and never sign up to any of them. I think I'd play hardball and cancel any direct debits if relevant. If they continue chasing just ignore them.

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Replying to thomas34:
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By thomas34
07th Feb 2021 13:30

Sorry, wrote this before I saw Frank's response - agree with him.

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Scooby
By gainsborough
07th Feb 2021 13:29

Quite a few threads on this if you do a search. https://www.accountingweb.co.uk/any-answers/iris-ptp-cancellation-problem

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By Paul Crowley
07th Feb 2021 15:06

Agree comments
The need to cancel before price is declared is stupefying

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By SXGuy
07th Feb 2021 17:10

Yes. First time I knew of the renewal fees was when they sent an invoice. No reminder of notice period.

They tried to say that the new terms which pop up on the software was enough to notify me of the new agreement.

Luckly at the time my business partner had passed away and the software was in their name, so explained the licence holder had passed and after a few attempts at collection they finally conceded.

Will never use iris again though, which is a shame because the company they bought out we'd used since the late 90s and was always happy with the service until that point.

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Replying to SXGuy:
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By GR
07th Feb 2021 17:32

SXGuy wrote:

Luckly at the time my business partner had passed away and the software was in their name

Wow! They must be really bad for you to say that!

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By LukeS
07th Feb 2021 17:18

This concerns me about Taxfiler too, I can see jumps in prices and locked-in contracts looming.

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By [email protected]
08th Feb 2021 10:06

Thank you for all your replies. Really useful to hear that I'm not alone.

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By accountaholic
08th Feb 2021 13:31

I sympathise. I got caught out exactly the same way, tried to cancel before the renewal date but after the 90 day point, and Iris were having none of it, even though I pointed out I still retained other Iris products.

My own fault I know but lesson learned, and opinion formed.

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By pauld
08th Feb 2021 13:42

I got caught by this as well. I think I cancelled around 85 days before renewal and so they tried to tie me in for another year. Had exchange of emails with someone as IRIS and it was basically hard luck, you have not cancelled in time - see terms and conditions. So I then just ignored all their emails requesting payments every quarter and their follow up letters etc. 18 months later, I received a demand from Debt collection agency. I had hoped that as it was only £60 a quarter (Kashflow sub), and I was about £300 in debt, they would just write it off. I called the debt collection agency as per the advise on their demand and told them that I cancelled my subscription some 18 months ago. They said they would look into it. Anyway I think I got lucky because they came back to me the same day (by email) and said they had contacted IRIS who agreed that as I had cancelled my agreement 18 months ago I did not owe them anything. Bingo ! Obviously not the recommended route but luckily the end worked out ok. Also I think that as I was doing this through Ltd Co, my thinking was, rightly or wrongly, I was not too concerned about Ltd Co having a bad credit record and may haver just paid up if subscription was in my personal name. It was more of a principle thing for me as their terms and conditions were very unfair. (deleted my original wording for that last sentence in case the powers that be got upset).

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By chrisjbrown
08th Feb 2021 21:36

I had this exact issue back in August last year. I'd been with IRIS about 8 years. They couldn't prove to me that I had accepted the T&C's with the 90 termination notice period, despite accepting the software upgrades.

I emailed the CEO and it went to the escalations team. They agreed a 75% reduction in the following years fee but still disgusted with their treatment.

Since moved to TaxCalc and saved over £300 month for a better product and service. Best thing I ever did.

Message me and I can share my letter to the CEO with you if it helps.

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By Jimess
05th Mar 2021 11:43

Yes - I challenged them quite some years ago and used the argument that a 90 day notice period and the way in which they applied it was an unfair contract term that only served to keep their customers tied in for a further 12 months. It took me almost as long as the notice period to get some resolution, but as they were trying to charge me for a further full years software rental it was worth doing. Stand your ground and just keep batting their refusals back at them. It is an appalling business practice on their part.

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Julie Stacey
By Pingsquitch
15th Mar 2021 19:10

I got caught in this loophole too! I was originally with Keytime, when I first purchased payroll software in 2013, by paying early, I got a discount, so, although paid in February, it was not actually used until April. Giving that payroll runs from 06/04 to 05/04, I thought this was the period my "contract" covered and gave 90 days notice accordingly, but no, IRIS say it is 01/02 to 31/01! and I was out of time so therefore had to stay until 31/01 next year. I offered to pay up to 05/04 but was refused. As I was backed into a corner, unable to perform my February payroll duties I had to concede and paid their invoice - but what happens next February and March! I think the heavy-handed attitude of IRIS is reprehensible and would not recommend them to my worst enemy!

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By [email protected]
16th Mar 2021 09:17

Thanks everyone. I seem to have resolved it and they have conceded. Lesson learnt. Read terms and conditions carefully! I think they accepted my argument as 85 days notice was given and that did include a weekend.

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Replying to [email protected]:
Julie Stacey
By Pingsquitch
16th Mar 2021 09:24

Well done!! Unfortunately, as I have already paid, I will have to stay with them in case they refuse to give me a refund!

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Red Leader
By Red Leader
16th Mar 2021 11:03

It's extraordinary the amount of damage IRIS have done and keep doing to their reputation.

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By DaveyJonesLocker
16th Mar 2021 12:17

I don't know why some companies do this. It only harbours ill-will and not going to encourage anyone to return

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Julie Stacey
By Pingsquitch
15th Apr 2021 12:24

Thanks for all the advice. I wrote to their MD and I have been released from my "contract". The silly thing is they have cancelled my tax software as well as payroll so I am completely free. I was going to cancel tax after seeing the recommendations below but knew I was out of time, so made a note to do so next year. I did have to chase them for my refund but it was repaid eventually.

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Replying to Pingsquitch:
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By [email protected]
15th Apr 2021 12:36

That's good news and a good result for you.

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