If you cancelled your subscription but still saw a charge, here are the most common reasons.
You cancelled one service but not the other
Every medication subscription automatically includes a Care Plan. Your first month of Care Plan is free, and from your second month it renews at ₱599/month on its own separate 30-day cycle.
Because your medication subscription and Care Plan are two separate services with separate billing cycles, cancelling one does not automatically cancel the other. If you cancelled your medication subscription only, your Care Plan may still renew at ₱599/month once the free first month ends. If you cancelled your Care Plan only, you'll still be charged for your medication subscription.
To stop all charges, cancel both services separately through your account. Cancel your medication subscription under Treatments → Manage → Cancel subscription, and your Care Plan under More → Account → Care Plan → Manage.
You cancelled after the billing cutoff
Subscription charges are processed on your renewal date. If you cancelled after your payment was already processed, the charge will still go through for that cycle.
To avoid future charges, cancel before your next renewal date. You can check your next refill date on the Treatments tab and your Care Plan renewal date under More → Account → Care Plan. Your subscription is billed 5 days before the scheduled delivery date.
The charge is an authorization hold
If you pay by credit card, you may see a pending transaction that looks like a charge. This is an authorization hold, not an actual debit.
Authorization holds may appear as pending transactions on your card. If your order was cancelled, the hold will be released (this can take a few business days depending on your bank). The hold will not appear on your final billing statement.
If the pending amount doesn't disappear after a few days, contact your bank to confirm its status.
You have multiple subscriptions or orders
Check the Treatments and Orders tabs in your account to see if you have more than one active subscription or a separate pending order. Sometimes a charge may be for a different order than you expected.
Still seeing unexpected charges?
Email us at [email protected] with your name, the date and amount of the charge, and your order number. We'll investigate and get back to you.