Why might you be charged twice?

When you add family members, it's helpful to know a few key things about how billing works:

• You will see a separate charge for each family member's plan, as each subscription is individual. To make them easier to identify, subscription charges on your credit card or bank statement now include the person's name (e.g., Wellhub - Name).
• You will see a separate charge for each family member's plan, as each is its own subscription with its own billing date.
• The charge for a family member's plan begins as soon as you subscribe, even if they haven't completed their sign-up yet. Find out what to do in this case.

💡 To make managing payments easier, all family member subscriptions are charged to a single payment method. For a complete guide on how this works, please see our detailed article.

➡️ Learn more about managing payments for family members.

When you upgrade your plan, the change takes effect immediately, and you'll have access to all the benefits of the new plan right away.

The amount already paid for the previous plan will be applied as a credit towards the cost of the new plan. This credit is calculated based on the unused time remaining on the old plan.

Example:

• The current plan costs £59.99 per month, with a billing date of the 1st.
• You upgrade to the £174.99 plan on the 16th of the month.
• Since you already paid £59.99 on the 1st, but only used 15 days of that plan, your new plan's cost will be reduced to account for the unused time.

Total to be paid: In this example, on the upgrade date (the 16th), the charge will be £146.01. Going forward, the billing date will be the 16th of each month, and the full price of the new plan, which is £174.99 will be charged.

💡 Important Note on Family Payments: When you upgrade a plan for anyone in your family, you are required to consolidate all subscriptions onto a single payment method.

As a result, the prorated upgrade charge and all future charges for your family members will appear on that single card. This is why you may see charges for other family members on a different card than they used previously.

➡️ Learn more about managing payments for family members.

If you have an active Wellhub plan when you leave or change jobs, your plan is not automatically canceled or transferred to your new company.

In these cases, you may notice a difference in your monthly charge for one of two reasons:

• Your plan is still active, but the price is different from the subsidized rate offered by your previous company. You must request cancellation to prevent further charges.
• You created a duplicate account instead of switching your existing provider account to your new company's benefit. This can result in two active plans and two monthly charges. Learn how to link your existing Wellhub account to your new company.

When you pay with paycheck deduction, your company processes the payment for us. This timing can sometimes cause confusion:

1. If you switch from paycheck to another payment method
    

   You might see what looks like a double charge, but don't worry, you haven't been charged twice for the same period.

   Here’s why it happens:

   • With paycheck deduction, the charge you see on your paycheck is for the month of Wellhub you just completed.
   • With your new payment method, you're charged on your billing date for the month of Wellhub you're about to use.

   When you switch, you'll have one final paycheck deduction for your last month, and your first charge on your new payment method on your next billing date.

   Example:
   Let's say your billing date is the 1st of every month.

   • May 1 - May 31: You use your Wellhub plan.
   • May 15: You switch your payment method from paycheck to a new one.
   • June 1: On your billing date, your new payment method is charged for your June plan (for June 1 - June 30).
   • June 15 (Payday): You see a deduction on your paycheck. This is the payment for the plan you used back in May (for May 1 - May 31).

   So, in June, you saw two charges, but they were for two different months of service (May and June). After this, you’ll only be charged on your new payment method on the 1st of each month.

   💡 Depending on your company's payroll timing, this final paycheck deduction might show up on a later paycheck.

2. If you upgrade your plan
   Your company has a cutoff date for processing payments. If you upgrade your plan before that date, your next paycheck might include a single, adjusted charge that covers both:

• The cost of your old plan for the days you used it.
• The prorated cost of your new plan for the rest of the billing period.

💡 Your following paychecks will show the normal, full price for your new plan.

If your Wellhub Credits balance was used up, or if the amount of credits your company usually sends has changed, your personal payment method would be charged for the plan cost not covered by credits. This might result in a new or a higher charge than you previously paid.