Overview
Patients can cancel a membership directly from the Patient Rewards app. Cancellations schedule the membership to end at the conclusion of the current billing cycle. Patients retain full access to membership benefits until that date. No prorated refunds are issued.
This article is for practice owners, admins, and support teams who need clarity on billing cycles, benefit access, dunning-related cancellations, and how to verify a patient’s final payment.
Before You Start
Memberships are billed in advance on the day a patient signs up and on the same day of the month going forward.
Membership cancellations take effect at the end of the current billing cycle for standard memberships.
No prorated refunds are issued.
Patients retain full access to membership benefits until the billing cycle ends.
Cancellation reasons are required for both patients and admins.
Promotional periods and commitment terms automatically transition into rolling billing cycles unless the membership is canceled.
Practices receive an email when memberships are canceled. Practice admins are BCC’d on the patient’s cancellation confirmation email.
Why It Matters
Membership cancellations touch billing, benefits, and patient trust at the same time. When your team understands the full cancel flow, you can:
Prevent billing disputes by explaining advance billing and end-of-cycle access clearly.
Guide patients through dunning when a failed payment puts their membership at risk.
Verify final payments in the Admin Panel without escalating every cancel to support.
Set correct expectations on promotional and commitment terms that auto-renew unless canceled.
How It Works
Scheduling cancellation: Canceling a membership schedules it to end at the conclusion of the billing cycle. Memberships automatically deactivate at cycle end. No manual admin action is required.
Advance billing: Memberships are charged in advance for the current billing period. When a patient cancels, the membership stays active through the end of that billing cycle. No additional payments are processed after the cancellation effective date. All membership benefits remain available until the membership automatically deactivates.
Promotional and commitment terms: A one-month free trial converts to a paid membership unless canceled before the trial period ends. Defined commitment periods (for example, three months) automatically transition into ongoing billing cycles unless the patient actively cancels after the commitment duration.
Reversal before cycle end: Patients can reverse a scheduled cancellation before the billing cycle ends by selecting Keep my membership on the cancellation confirmation page or the membership management page.
Reactivation: Patients can reactivate a canceled membership from Manage Memberships by selecting Reactivate Membership. This reinstates access to membership benefits, including accrued discounts or credits that were unused during the active period.
Dunning memberships: If a membership is in dunning due to a failed payment, the patient can Update Payment Method or Cancel Membership from Manage Memberships. If canceled during dunning, the system ensures there is no unpaid balance remaining.
Admin-initiated cancellations: Admins can cancel on behalf of a patient from the Admin Panel. Admins must select a cancellation reason. Admin cancellations follow the same end-of-cycle rules as patient cancellations. The selected reason is visible in the membership detail drawer. See Cancel a membership for a patient (Admin Panel).
Fees and payouts: Membership payouts may reflect deductions such as service fees, credit card processing fees, financing fees, and applicable sales tax. These fees are calculated before the final payout to the practice.
Step-by-Step Instructions
Cancel a membership in the Patient App
Open the Patient Rewards app.
Tap Memberships.
Scroll down and select Manage Memberships.
Select the membership you want to cancel.
The membership details page displays:
Membership name
Remaining commitment period
Next payment date
Remaining dunning attempts (if applicable)
Cancellation date (if already scheduled)
Tap Cancel Membership.
Select a cancellation reason:
I don’t need this membership
Not a good value
Unhappy with the quality of service
Lack of use
Found a better alternative
Moving away
Temporary pause
Review the cancellation details, including the last day of the billing cycle. Update the email address for the confirmation if needed.
Confirm the cancellation.
After confirmation:
The membership remains active until the end of the billing cycle.
The patient receives a cancellation confirmation email.
Practice admins are BCC’d on the email for record keeping.
Cancel a membership in dunning
If a membership is in dunning due to a failed payment method:
Navigate to Manage Memberships.
Open the membership with a dunning status.
Choose Update Payment Method or Cancel Membership.
If you cancel, the system ensures there is no unpaid balance remaining.
For payment update steps, see Update patient membership billing information (Patient App).
For dunning banner behavior, see Understand membership dunning (Patient App).
Verify the last payment (Admin Panel)
Admins can confirm a patient’s final payment by reviewing the Memberships report in the Reports section of the Admin Panel. This report shows:
Last successful payment date
Billing cycle dates
Cancellation status and effective date
Alternatively, review the Summary Report for the most recent successful payment date and amount.
Best Practices and Pro Tips
Explain advance billing before the patient taps Cancel. Patients who prepaid for the cycle should know benefits continue until the cycle ends and no refund is issued.
Flag auto-renewal on promos and commitments. Patients on trial or commitment terms need to cancel before the transition date to avoid the next charge.
Point dunning patients to Update Payment Method first. Canceling during dunning clears the unpaid balance but ends the membership. Updating billing may restore the membership without canceling.
Use the Memberships report for cancel verification. Confirm last payment date and cancellation effective date before telling a patient their membership has ended.
Let patients self-cancel when possible. Patients who cancel in the app can reactivate themselves before the cycle ends.
Common Mistakes and FAQs
Q: When does a canceled membership actually end?
A: At the end of the current billing cycle.
Q: Do patients lose benefits immediately after canceling?
A: No. Patients retain full access to benefits until the billing cycle ends.
Q: Will the patient be charged after canceling?
A: No. The membership remains active until the end of the current billing period, which has already been paid for. On the next billing date, the membership automatically deactivates with no additional charges.
Q: Why was a patient charged after completing a membership term?
A: Membership continuation is automatic unless canceled. Charges beyond the initial term indicate an ongoing subscription that was not canceled before renewal.
Q: Why does a charge appear after a promotional month?
A: Promotional memberships automatically renew into paid memberships unless canceled before the promotional period ends.
Q: What happens to unused benefits once a membership is canceled?
A: Unused benefits such as credits or discounts accrued during an active membership remain valid and can be redeemed until the end of the billing cycle. The Wallet section of the Patient Rewards app shows currently available benefits.
Q: Can patients reactivate a canceled membership?
A: Yes. Navigate to Manage Memberships and select Reactivate Membership to reinstate access, including unused benefits from the active period.
Q: What if the patient changes their mind after initiating cancellation?
A: Before the billing period ends, select Keep my membership on the cancellation confirmation page or the membership management page.
Q: Can I customize the cancellation reason options?
A: No. Cancellation reasons are standardized and cannot be customized.
Q: How can I verify the last payment for a canceled membership?
A: Review the Memberships report or Summary Report in the Reports section of the Admin Panel for the most recent successful payment date and amount.
Q: Do admin cancellations follow the same rules?
A: Yes. Admin-initiated cancellations require a cancellation reason and follow the same end-of-cycle rules. The reason appears in the membership detail drawer.
Next Steps and Support
Need help? Email support@repeatmd.com