Imagine signing up for your favorite OTT platform, only to find out that cancelling your subscription is a nightmare. You’re not alone. A recent survey found that 50% of Indian OTT users struggle to cancel their subscriptions due to opaque paths, excessive steps, or unclear terms.
This is not just a design flaw; it’s a legal and ethical issue. OTT giants like Netflix, Prime Video, and Disney+ are using “dark patterns” to make it difficult for users to cancel their subscriptions. These tactics include multi-step processes, hidden buttons, and forced customer interactions.
But why are OTT platforms doing this? The answer lies in a recent US court ruling that blocked the Federal Trade Commission’s “click-to-cancel” rule. This rule would have made it easier for users to cancel digital subscriptions. While the ruling may seem distant, its impact is being felt in India, where the OTT subscription economy is booming.
Indian legal experts warn that OTT platforms may use this ruling to justify sluggish or opaque cancellation processes in India. But consumers are fighting back. The Central Consumer Protection Authority (CCPA) has already issued guidelines to crack down on dark patterns, and experts are calling for a “one-click cancellation” mandate to safeguard Indian users.
It’s time for OTT platforms to prioritize user experience over retention schemes. As the subscription economy grows, it’s essential that regulators and platforms work together to ensure that users have the freedom to cancel their subscriptions easily. Anything less is unfair – and potentially illegal.
