My experience has been deeply disappointing
In 2022, I signed up for a one-year contract with Nimbus Maps at a cost of £1,200. Unfortunately, during that year, I discovered that the software did not function as promised. Specifically, the software failed to accurately identify plots of land by the minimum land area, which was the primary reason for my subscription. It frequently missed relevant plots and included others that did not meet the specified criteria.
I contacted the support team via telephone and was informed that someone would get back to me, as the relevant personnel were unavailable at the time. However, no one returned my call. I tried calling again on a different day, but received no answer.
Since I was unable to use the software as intended, I allowed the contract to run its course and made sure to contact Nimbus Maps around three weeks before the contract's expiration to confirm that my card would not be charged again. To my surprise, I was told that it was impossible to cancel because I had to provide 30 days' notice. As a result, I was informed that I would be charged for another year.
Despite multiple emails and phone calls, Nimbus Maps refused to cancel my account, stating that the contract could not be terminated. My continued requests for cancellation were ignored, and my card was subsequently charged another £1,200.
As of October 2024, I have sent numerous emails to Nimbus Maps’ support team and personally addressed letters to the company’s directors, which were sent via Royal Mail signed-for service. I requested cancellation of my account and information on how to file an official complaint. Nearly three months have passed, and I have received no response to any of my correspondence.
Furthermore, I’ve noticed that the terms and conditions on their website have been updated multiple times over the past two years, without any clear record of the changes. This raises concerns about the transparency and consistency of their policies.
In total, I have lost £2,400, and I remain concerned that my card may be charged again. I strongly advise potential customers to exercise caution when dealing with this company, as my experience has been deeply disappointing. For reference my name is John Baxter.
Reply from Nimbus®
I’m sorry to hear about your dissatisfaction.
I have thoroughly investigated the matter and can confirm that all correct processes and complaints procedures were followed. Our records show that after your 6-day trial, you subscribed to our service following a discussion with our sales team, during which no defects were mentioned. The terms regarding the auto-renewal period were clearly outlined in the communication before your commitment, and we’ve seen consistent usage of the service throughout your subscription.
Additionally, we have a self-service portal where clients are required to store a payment card for the subscription to function when paying monthly. This card must be uploaded by the client, and it can be overridden or updated in the portal at any time.
I would also like to clarify that we have made only one change to our terms since your sign-up. This update reflected minor internal adjustments, but no changes were made to our core policies.
Regarding the bounced emails, we have now spoken directly to ensure all points have been covered, and we have verified that our communication about the outcome of your complaint was sent at each stage of the process. Unfortunately, it appears some emails may not have reached you due to issues with your email provider.
We appreciate that clients may experience frustrations from time to time, and we take these concerns very seriously. We are committed to proactively addressing issues and preventing such situations from arising in the future.
If you feel I have missed any concerns from our telephone conversation, please don’t hesitate to get in touch.
Best regards,
Team Nimbus