FullStory just tried to pull this with their renewal. We had a mult-year contract that started with a two-page order form, on which the words "renewal" or "cancellation" never once appear. During negotiations, it was never discussed that the plan would renew, or that there was a cancellation window. Instead, buried at the very bottom of the form (which they send via CongaSign, and wasn't clickable or obvious), was a line about their subscription agreement being linked to their terms and conditions page. On THAT page, they mention the plan will auto renew and must be cancelled with 60 days notice.

We cancelled at T-45 or so days before renewal, having determined it wasn't a fit for our client anymore, and they insisted "well, actually, you've renewed anyway!" which, no, we haven't. Absolutely absurd to try to "clickwrap" buried renewal terms in a 20+ page T&C/privacy document rather than as a material point of fact on the actual order form being executed.

Feels like the height of absurdity to try to bully your client into forcing them to use your services against their will when they still gave ample notice that they were cancelling and when there was no material loss to the business, but it's always felt like their revenue team has been unhinged in general: exploding offers, insane terms, super high-pressure sales... part of the reason we left them in the first place.

On the other other hand, they can put whatever they want in there, and because they've forced everything into arbitration with "third party" mediation and carved out their own little niche of the justice system, they'll never actually go to court, they'll just settle and evolve their ToS and contracts and word games accordingly.