Why Was I Charged After Canceling?

Applies to:
Patients

Summary:
If you were charged after canceling a subscription or appointment, here’s why that might have happened and what you can do next.

Common Reasons You May Still See a Charge

1. The Appointment Was Not Fully Canceled
   If the cancellation wasn't confirmed in your account, the system may have processed it as a completed visit.
   Always check for a confirmation email after canceling.

2. The Appointment Time Had Already Passed
   Cancellations made after the appointment time begins may not be eligible for a refund.
   Visit cancellation must be completed before the scheduled start time.

3. You Canceled a Subscription, But It Already Renewed
   If your subscription renewed before cancellation, you may still be billed for the current cycle.
   Your cancellation will apply to the next billing period.

4. Duplicate Account or Dependent Activity
   Charges may be linked to an appointment booked under a family member or duplicate account.
   Double-check appointment history across all profiles.

What You Can Do

If you believe the charge was made in error:

• Email us at patients@hlthi.life

• Include:

  • Full name and email on the account

  • Date and amount of the charge

  • Brief explanation of the situation

• Our team will investigate and respond within 1 business day