We understand that unexpected things happen. That is why we review refund requests in specific situations related to your subscription.
You can request a refund for the amount paid mainly in these cases:
-
Initial activation cancellation period: you can request a refund for plans canceled within the cooling-off period of 7 consecutive days after the first purchase of the service, as long as your plan had no free trial period or check-ins during this time.
💡 This rule applies only to your first subscription. Automatic renewals, plan changes, or reactivations are not eligible for a refund. - Incorrect or duplicate charges: if a technical error caused two charges in the same month, or if you were charged for a family member who has not yet finished registering (subscription pending).
- Access issues: if an instability in the Wellhub app prevented you from checking in or booking classes, you may be eligible for a partial refund for the affected days.
How to request a refund?
If your situation matches one of the eligible scenarios, the primary account holder needs to contact our support team with the following details:
- Date and amount of the charges
- Reason for the request: cooling-off period, incorrect charge, or access issues
We will review your request carefully. If approved, the amount usually returns to your account within 10 business days, but it may take longer depending on your bank's processing time.
Important note
If you pay for your plan via payroll deduction, the refund timeline is up to 20 business days.
Your Wellhub subscription is prepaid, ensuring that our partner network is always ready for you. Under this model, refunds apply to specific scenarios and are not available in these situations:
- Lack of use: if the plan was active and available, lack of use does not qualify for a refund. Remember that you can cancel your subscription at any time before the billing date to avoid new charges.
- After a trial period or promotion: if your plan renewed at the regular price after a trial period or a limited-time promotion ended.
- Changes in the partner network: if a specific facility leaves the platform or becomes unavailable in your current plan, your subscription remains active to access other partners. Therefore, these changes do not qualify for a refund.
- Health or travel reasons: in these cases, you can pause, downgrade, or cancel your subscription for upcoming cycles.
- Plan changes after the renewal date: if you pause, downgrade, or cancel your plan on or after your monthly renewal date.
💡 Check your plan's renewal date by visiting your account page and scrolling down to the Payments > Billing history section.
The value of an Extra Check-in will be automatically refunded in the following situations:
- Canceled scheduled class within the deadline: if a booked class is canceled within the cancellation window allowed by the partner.
- Late cancellation or no-show: if you miss a scheduled class or cancel outside the permitted window. The amount paid for the Extra Check-in is refunded, but the late cancellation or no-show rules and fees still apply to the account to unlock new bookings.
- Grace period: if you cancel an Extra Check-in within 5 minutes of booking a class, the amount is refunded, and the late cancellation fee is not charged. Check-ins without a booking do not qualify for this exception.
- Cancellation by the partner: if the scheduled class is canceled by the partner.
- Technical issue: if technical errors occur during in-person check-in. If the partner has already validated your check-in or the app experiences an unexpected error, your refund may not be immediate.
- Accidental check-in canceled before validation: if a check-in made by mistake is canceled before validation by the partner.
- Booking failure: if a booking fails after payment confirmation, such as system rejection by the partner or payment approval expiration by family members.