FTC Puts the Brakes on Uber’s “Cancel Anytime” Claim

The Federal Trade Commission (FTC) has filed a lawsuit against Uber, claiming the company misled customers about its Uber One subscription service. According to the FTC, Uber charged people without proper consent, exaggerated promised savings, and made it ridiculously hard to cancel despite advertising the service as “cancel anytime.”

The complaint says Uber advertised savings of $25 a month, but didn’t factor in the cost of the subscription itself (up to $9.99/month). Important details were also hidden in small, hard-to-read text, and many users say they were enrolled without realizing it. In one case, a consumer said they were charged despite not even having an Uber account.

The FTC further alleges some users who signed up for a free trial were billed before the trial even ended. And when people tried to cancel, Uber allegedly made them jump through hoops—up to 23 screens and 32 actions. Users were asked why they were canceling, urged to pause instead, and shown offers to stick around. In some cases, people were told to contact support to cancel but weren’t given a way to do so and still got charged again while waiting for help.

The FTC claims Uber’s practices violate both the FTC Act and the Restore Online Shoppers’ Confidence Act (ROSCA), which require companies to clearly disclose subscription terms, get explicit permission before charging customers, and provide a straightforward way to cancel.

The lawsuit was filed in the U.S. District Court for the Northern District of California, with the FTC voting 2-0-1 to proceed (one commissioner recused). This case is the latest in the FTC’s crackdown on sneaky subscription tactics and a reminder that “cancel anytime” should actually mean just that.

And don’t forget that the FTC’s new “Click-to-Cancel” Rule takes effect May 14, 2025.