Sorry for the worry. Here's how to get it looked at quickly.

## 1. Check what happened

- **Did you cancel before or after your billing date?** A cancellation takes effect at the end of the period you've paid for. If you cancelled **after** the renewal date, that charge is for the new period. Membership fees aren't refundable, but you keep access until the end of that period and won't be charged again.
- **Did you pause instead of cancel?** A pause ends after 3 months, and then billing restarts. See [Can I pause my membership?](https://chatwoot-web-production-8008.up.railway.app/hc/goldcare/articles/pause-membership)
- **Was only part of your plan cancelled?** For example, the membership was cancelled but a family add-on was not.
- **Do you have a second account** under another email?

## 2. Send us the details

Email **memberservices@goldcare.com** or send us a message in **Messages** with:

- your **cancellation confirmation** (email or screenshot), if you have one
- the **date and amount** of the charge
- your name, the email on your account, and any other email you may have used

**A member of our team will review your case** and get back to you. If anything is still active that shouldn't be, we'll cancel it.

See our [refund policy](https://chatwoot-web-production-8008.up.railway.app/hc/goldcare/articles/refund-policy).