We understand that unforeseen events happen. That's why we review refund requests in specific situations related to your subscription.
You can request a refund mainly in the following cases:
-
Regret period: You can request a refund for plans canceled during the regret period, which is 7 consecutive days after your first purchase, as long as your plan hasn't had any free trial or check-ins during this period.
💡 This rule only applies to your first subscription and isn't valid for renewals, upgrades, downgrades, or plan reactivations. - Incorrect or duplicate charges: If a technical error generated two charges in the same month, or if you were charged for a family member who has not yet completed their registration (pending subscription).
- Access failures: If instability in the Wellhub app meant you couldn't check in or book a class, you might be eligible for a partial refund for the affected days.
How to request a refund?
If your case matches one of the eligible scenarios, the account holder needs to contact our support team with:
- Date and amount of the charges
- Reason for the request: regret period, incorrect charge, or access failures
We will review your request carefully. If approved, the amount usually returns to you within 10 business days, but it can take longer depending on your bank's processing time.
Important note
If you pay for your plan via payroll deduction, the return period is up to 30 business days.
Your Wellhub subscription is prepaid, which ensures that our partner network is always ready for you to use. In this model, refunds apply to specific scenarios and are unavailable in these situations:
- Lack of use: If the plan was active and available, lack of use does not generate a refund. Remember that you can cancel your subscription at any time before the billing date to avoid new charges.
- After a free trial or promotion: If your plan renews at the regular price once your free trial or a limited-time promo ends.
- Changes in the partner network: If a specific gym leaves the platform or is now incompatible with your current plan, your subscription remains active to access other partners. Therefore, these changes are not eligible for a refund.
- Health or travel reasons: If these situations arise, you may pause, downgrade, or cancel your subscription for upcoming periods.
- Plan changes after your renewal date: If you downgrade, pause, or cancel your plan on or after your monthly renewal date.
Tip
Check your plan renewal date by accessing your account page and scrolling down to the Payments Section > Billing history.