Subscription FAQ

Created by Rosette Lontok, Modified on Tue, 01 Nov 2022 at 03:53 PM by Rosette Lontok

Where can I view my subscription details? 

You can view all of your subscription information on the profile page of your Wellin5 dashboard. To access your profile page, click on the profile picture on the far right of the Home page and select 'View Details'.  Under the Subscriptions heading, you will find: 

  • How many sessions you have left 

  • The expiry date of your sessions

  • When your next credit card charge will be

  • When the next set of sessions will be added to your account

  • You can manage your subscriptions by clicking "Manage My Subscription"

  • You can update your credit card information by clicking "Update My Default Credit Card"



Can I purchase sessions outside of my subscription?

Yes, you can purchase one-off additional sessions outside of your subscription by following the regular booking process. You can see your regular credits on your Wellin5 dashboard under your profile. 



What if I want to add sessions to my subscription?
You can always update your subscription at any time to include more sessions. If you have purchased 1 session per month, you will be able to upgrade to 2 or 4 sessions per month. If you have purchased 2 sessions per month you will be able to upgrade to 4. If you have already purchased the 4 sessions per month subscription you unfortunately cannot upgrade any higher and will need to purchase a single session outside of your subscription. 


How do I downgrade my subscription?

In order to downgrade your subscription you must first cancel your current subscription and then resubscribe for the package you would like. When you resubscribe, your renewal date will change and more sessions will be added to your account.  Cancelling does not affect any upcoming sessions that are booked and you will still have access to your remaining credits until they expire. 

How do I cancel my subscription?

Go into your Wellin5 dashboard account page and click "Manage My Subscription". You will be brought to the Subscribe & Save window and the 'Cancel Your Subscription' button is located at the bottom of the screen. You will be brought to another window confirming your cancellation. You will then receive a confirmation email that your subscription has been cancelled. You will still have access to the remaining sessions that have already been paid for up to the day they expire. Subscription credits are not eligible for a refund.

 If you cancel your subscription session within 24 hours your session credit will not be refunded to you as Wellin5 has a 24 hour cancellation policy. 


Can I resubscribe after I've cancelled?

Yes, at any time you can upgrade to a subscription by following our How Does Upgrading to a Subscription Work? FAQ. 


How does upgrading affect my renewal date?

When you upgrade your subscription, your renewal date is still the same as your initial sign up - your additional session credits will be added and those session credits will be good for 30 days from the date they were added. 


I.e. You sign up for a 1 session/month subscription on January 1st, 2022 but on January 15th 2022 you upgrade to 2 sessions/month. Your payment due date will still be February 1st 2022 and your original session credit will expire February 1st 2022. However, your additional session credit that was purchased on January 15th 2022 will be good until February 15th 2022 (this will be a one time occurrence). 


Going forward you will receive 2 session credits on the 1st of each month and they will be good for 30 days. 


 Do I still have access to my sessions if I cancel my subscription?

You still have access to your remaining sessions on your subscription plan until the end of your pay period (45 days from the initial purchase). Then the sessions will expire. Expired and unused credits are not eligible for a refund.


 When will I receive my receipt for insurance claims?
A detailed receipt with the individual cost for each session will be emailed as soon as the session is complete. For more information, please see the article What Will My Insurance Receipt Look Like?


How do I update my credit card information and how long does it take for my new credit card information to be processed?

You can go to your account page and click on "Update My Default Credit Card". Once your update your credit card information, it can take up to an hour for the payment to process and credits to show in your account. Please note, this is only in regards to upgrading an existing credit card on file.



Are the packages also for couples sessions?
Yes. The same process applies. 

To see pricing for couples subscriptions please click the link: Pricing

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