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New York consumers who paid for books they believed were free will be eligible for refunds under a settlement announced Wednesday with publisher Frank W. Cawood & Associates, which must end its trial-book program in the state.
The New York attorney general’s October 28 announcement says the Georgia-based publisher used prominent “free” and “no-risk” messages while putting payment terms in smaller print. The attorney general’s investigation found that the offers confused seniors and caregivers who believed the books would cost nothing.
Under the settlement, the company must provide full refunds to eligible consumers who paid for a book sent to a New York address on a trial basis within the last six years. Consumers who believe they qualify should contact the company before April 23, 2027, the attorney general said.
How a $36 book became a $49.68 bill
The publisher’s hardcover books cost $36, but shipping and taxes brought an accompanying invoice to $49.68, according to the attorney general. Consumers returning a trial book had to pay the return shipping themselves.
If the company did not receive payment or the returned book, it sent escalating invoices marked “Overdue Account” or “PAST DUE!” and added late fees. The attorney general said materials sent after enrollment did not explain the free-trial program or how a consumer could exit without paying.
The offers also included a free booklet, which the investigation found could lead recipients to believe the trial book was free too. These are findings described by the attorney general in a settlement announcement, not a criminal conviction.
Refunds and a New York-only program change
The company must pay $23,500 in penalties. That figure is separate from the consumer refunds and should not be read as the total amount available to customers.
It must also review its records and refund consumers who previously sought but did not receive a full refund, as well as consumers who told the company they did not understand the bill or remember ordering a book.
The attorney general said the company received more than 650 caregiver calls between 2018 and 2024 about confused customers. That historical call count is not the number of people guaranteed a refund.
The trial-book program must end in New York. The settlement announcement does not impose a nationwide ban or say that every senior will receive a payment automatically.
JBizNews Desk | Consumer Business
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