Why Cancelling is Difficult
Norwegian Lab has deliberately made cancellation difficult. Their website lacks a clear customer service phone number. Email responses are reportedly slow, dismissive, or entirely absent. This is not an oversight — it is a deliberate design choice to make it as hard as possible for victims to escape the subscription trap.
According to Forbruker Europa, the majority of victims report that they tried to cancel but were either ignored, told they were "locked in" to a minimum term, or simply continued to be billed after sending a cancellation request.
This page gives you a complete, legally-grounded cancellation process that Norwegian Lab cannot reasonably ignore.
The Cancellation Process
- Gather Your Information You will need: your full name, order number (if you have it), the email address used for the purchase, approximate order date, and any previous correspondence with Norwegian Lab. If you have an account on their website, log in and screenshot everything — including any pages that mention "subscription" or "terms."
- Send the Cancellation Email Send a clear, professional email to Norwegian Lab's customer service. State explicitly that you are cancelling all subscriptions effective immediately. Do not ask politely — state it as a fact. Reference the relevant consumer protection laws (see template below). Demand written confirmation of cancellation within 14 days. Keep a copy of this email.
- Block Future Payments Contact your bank or credit card provider immediately. Request a "stop payment" or "merchant block" on Norwegian Lab. This prevents them from continuing to charge you. If your bank says this is not possible, ask to speak with the fraud/disputes department. Under EU PSD2 regulations, you have the right to revoke consent for recurring payments.
- Follow Up After 7 Days If you have received no acknowledgment after 7 days, send a follow-up email. Reference your original email. State that their failure to respond constitutes acceptance of your cancellation under Norwegian contract law (avtaleloven). CC yourself and keep records.
- Escalate to Forbruker Europa If Norwegian Lab refuses to cancel or ignores you after 14 days, file a complaint with Forbruker Europa (forbrukereuropa.no). They provide free cross-border mediation services. Include all your correspondence. Forbruker Europa has already investigated Norwegian Lab and is familiar with their tactics — this gives your complaint significant weight.
- File with Forbrukertilsynet Simultaneously, file an official complaint with the Norwegian Consumer Authority (Forbrukertilsynet). They enforce the Marketing Control Act and can issue fines. Report that Norwegian Lab is refusing to honor a cancellation request. The more complaints they receive, the more likely enforcement action becomes.
- Initiate Chargebacks For any charges that occurred after you sent your cancellation email, file a chargeback with your bank. These are unauthorized transactions — you explicitly withdrew consent. Reason code 4841 (Visa) or 4834 (Mastercard) for cancelled recurring transactions. Provide your cancellation email as evidence.
Cancellation Email Template
Copy this template, fill in your details, and send it to Norwegian Lab's customer service email address:
Subject: Cancellation of Subscription — [Your Name] — Order #[Number if known] To Norwegian Lab AS, I am writing to formally cancel my subscription with Norwegian Lab effective immediately. Please process this cancellation and confirm in writing within 14 days. I made my initial purchase on or around [DATE]. At no point during the ordering process was I clearly informed that I was entering into an ongoing subscription agreement. The subscription terms were not clearly disclosed at checkout as required by law. I do not consent to any further charges. I have revoked any payment authorizations and notified my card issuer. Your failure to clearly disclose subscription terms violates: - The Norwegian Marketing Control Act (markedsføringsloven §§6-8 and 7-2), which prohibits misleading omissions and aggressive commercial practices - The EU Consumer Rights Directive (2011/83/EU), which requires clear pre-contractual disclosure Please confirm cancellation in writing. If I do not receive confirmation within 14 days, I will escalate this matter to Forbruker Europa, Forbrukertilsynet, and pursue a chargeback for all unauthorized charges. Sincerely, [Your Full Name] [Your Email Address] [Order Number, if available]
Important: Send this from the email address you used when placing the order. Keep a copy. If possible, also send it via registered mail (rekommandert) to their registered business address at Sommerrogata 15, 0255 Oslo, Norway. Registered mail creates a verifiable paper trail that is harder to ignore.
Laws That Protect You
Norwegian Marketing Control Act
Markedsføringsloven §6-8 prohibits aggressive commercial practices, including tactics that significantly impair the consumer's freedom of choice.
§7-2 prohibits misleading omissions — failing to disclose material information that the average consumer needs to make an informed decision. Hiding subscription terms is a textbook violation.
§13 gives the Marketing Council (Markedsrådet) the power to issue fines for violations.
EU Consumer Rights Directive
2011/83/EU Article 5 requires traders to provide clear and comprehensible information about the total price, duration of the contract, and conditions for terminating the contract before the consumer is bound.
Article 8 requires explicit consent before any payment obligation. Pre-ticked boxes are not valid consent.
Article 16(m) confirms that the right of withdrawal applies to distance contracts, including online purchases.
What If They Refuse?
If Norwegian Lab refuses to cancel your subscription or simply ignores your request, here is your escalation path:
Escalation Ladder
- Forbruker Europa — Free cross-border mediation. They have already investigated Norwegian Lab and know their tactics. Visit forbrukereuropa.no to file a case.
- Forbrukertilsynet — The Norwegian Consumer Authority. They enforce the Marketing Control Act and can issue fines. File at forbrukertilsynet.no.
- Your Local Consumer Authority — File with your own country's consumer protection agency. In Denmark: Forbrugerombudsmanden. In Sweden: Konsumentverket. In Germany: Verbraucherzentrale. They coordinate through the EU CPC Network.
- Your Bank — File a formal dispute for all charges. Request a merchant block. Escalate to the fraud department if frontline staff are unhelpful. Reference PSD2 consent revocation rights.
- Small Claims Court — For amounts under ~5,000 NOK, forliksrådet (conciliation board) in Norway. EU small claims procedure (Regulation 861/2007) allows you to file in your home country against a Norwegian company.