Misleading Claude-related ad, refund refused, and contradictory cancellation policy
I subscribed to Use.AI after searching for “Claude AI” on Google. Their sponsored result appeared with Claude-related wording, including “Claude IA ya disponible” and “Claude API IA”, which genuinely made me believe I was subscribing to Claude or to a service officially connected with Claude/Anthropic. After paying, I realised that Use.AI is actually a separate third-party platform offering access to different AI models. In my view, the way the service was presented in the sponsored result was highly confusing. I requested a refund shortly after subscribing, relying on my EU/Spanish 14-day consumer withdrawal right. Use.AI refused the refund, relying on a general no-refund policy. However, their own terms refer to refunds where required by applicable law, and their support team confirmed in writing that they do not have evidence that I expressly consented to the immediate start of the service or expressly acknowledged losing my withdrawal right before payment. That is a major issue. If they cannot evidence a valid waiver of the withdrawal right, I do not see how they can simply rely on a general no-refund policy to refuse a refund under EU/Spanish consumer protection rules. There is also a clear contradiction regarding cancellation. Use.AI’s own Help Center says that when a subscription is cancelled, the user can continue using it during the period already paid for. But after cancellation, my account showed no usable credits/tokens, making the paid service effectively unusable. The support experience was also concerning. The replies I received were generic, repetitive and appeared automated or chatbot-generated, without clear disclosure. The responses did not properly address the legal points raised, especially the lack of evidence of withdrawal-right waiver and the contradiction between their Help Center and the actual account access/credits after cancellation. On top of that, the service did not work as reasonably expected for my intended use. For example, I was unable to upload a PDF because the platform rejected it as too large, without this limitation being clearly communicated before payment. In summary, my experience was extremely negative: confusing advertising, refusal of refund despite EU/Spanish withdrawal rights, no evidence of withdrawal-right waiver, contradictory cancellation information, no usable credits/tokens after cancellation, and support that appears automated and unhelpful. I have asked Use.AI to escalate the matter to a human supervisor or legal/compliance representative and process the refund. If they resolve this properly, I will update this review.