Cancellations & Refunds

Can I cancel just the family plan or an appointment upgrade?

Yes. You can keep your basic membership and remove only: - the family plan add-on, or - a monthly 15- or 30-minute appointment upgrade. How Send us a chat or email [email protected] and tell us which add-on to remove. We'll take it off your billing so you won't be charged for it again. - Removing an upgrade takes effect from your next billing cycle. Any coupon you already have can be used until then. - If a family plan was added by mistake, let us know. We'll remove it, and a member of our team will review the charge. - You can add an upgrade again any time you need it. Want to cancel everything? See How do I cancel my membership?

I cancelled but was still charged. What do I do?

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? - 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 [email protected] 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.

How do I cancel the membership of a loved one who has passed away?

We're very sorry for your loss. We'll take care of this for you. You don't need to log in to their account, and you don't need to send us any documents. Email [email protected] or start a chat and tell us: - the member's full name and the email on their account (if you know it) - whether they were the main account holder or a family member on your plan What we'll do - If they were on your family plan: we'll remove them. If no one else is on the family plan, we'll remove the family add-on and move you to an individual plan. - If they were the account holder: we'll cancel the membership so there are no further charges. - Unused tokens and recent charges: a member of our team will review the account with you. If there are medical records or appointment recordings you need, please tell us before the account is closed.

How do I cancel my membership?

We're sorry to see you go. You can cancel anytime, with no contract. Before you cancel: would a pause help? If you just need a break, you can pause your membership for 3 months instead. You'll be offered the pause when you go to cancel. See Can I pause my membership? Steps 1. Log in first at app.goldcare.com using Chrome or Brave. 2. Click your name or photo (top right) and choose Membership ("Edit or cancel your plan"). 3. Open the cancellation tab. Or, once you're logged in, use this direct link: app.goldcare.com/patient/settings/billing?tab=cancellation 4. Follow the steps and submit the short cancellation form. The link only works after you're logged in. If it takes you in a loop or keeps loading, log in, then click the link again, or contact us and we'll help. What happens next - Your cancellation takes effect at the end of your current billing period (month or year). You keep full access until then. - You won't be charged again after that. - To avoid the next charge, cancel before your renewal date. GoldCare doesn't send reminders before a renewal. - Unused tokens? Use them before your access ends, or see What happens to my tokens if I cancel? Refunds Membership fees aren't refundable, and cancelling doesn't refund the current period. If you believe a charge was a mistake, contact Member Services and a member of our team will review your case. See our refund policy. Only want to remove part of your plan? To drop just the family plan or an appointment upgrade (and keep your membership), see Cancel the family plan or an upgrade only. Still stuck? Can't log in to cancel? See I can't log in. Or send us a message in Messages or use live chat, Monday–Friday, 8 a.m.–10 p.m. ET. You can also email [email protected].

What is the refund policy for memberships?

Membership fees aren't refundable As a rule, GoldCare membership fees are not refunded, and services that have already been provided by a Prescriber, Advisor or Coach are never refunded. Under the PMA, any pro-rated refund of membership fees is decided only by GoldCare, case by case. That's why we offer a 30-day free trial to new members, so you can try GoldCare before you pay. See Is there a free trial? Your membership renews automatically until you cancel. To avoid the next charge, cancel before your renewal date. You keep full access until the end of the period you've already paid for. See How do I cancel my membership? GoldCare doesn't send reminders before a renewal, so it's a good idea to note your renewal date. See Does my membership renew automatically? Thinking of cancelling? Consider a pause If you need a break, you can pause your membership for 3 months instead of cancelling. The option is offered when you go to cancel. See Can I pause my membership? Think a charge is a mistake? If you believe you were charged in error (for example, a duplicate charge, a charge after you cancelled, or a family plan you didn't choose), contact Member Services. A member of our team will review your case and get back to you. Please send: - your name and the email on your account - the date and amount of the charge (a screenshot of your statement helps) - your cancellation confirmation, if the charge came after you cancelled Email [email protected] or send us a message in Messages (click your name, top right → Messages), Monday–Friday, 8 a.m.–10 p.m. ET. Appointments - Cancel at least 24 hours ahead under Appointments to keep the tokens you paid. Late cancellations and no-shows forfeit the tokens. See Cancel or reschedule - If a visit is rescheduled because of an IT problem our team couldn't fix, you aren't charged for it. - Concerned about the quality of a visit that took place? Contact Member Services. We review every concern with our clinical director. See also: I cancelled but was still charged

How long does a refund take?

This article applies only when a member of our team has approved a refund after reviewing your case. (Membership fees themselves aren't refundable. See our refund policy.) Once a refund is issued, you'll get an email receipt. Card refunds always go back to the card you originally paid with. It may show as pending for a few days, and it usually appears on your statement within 5 to 10 business days, depending on your bank or card company. Cancelled appointments When you cancel a visit at least 24 hours ahead, the tokens go back to your token balance right away, so you can rebook. See Cancel or reschedule Still don't see it? If 10 business days have passed, contact your bank with the refund receipt we emailed you. If you need more help, email [email protected] with the refund date and amount.

What happens to my tokens if I cancel my membership?

Your token balance is shown in the top bar of your account. Before you cancel - Use your tokens first. Tokens don't expire while your account is active, so you can book the visits you need before your membership ends. - Just need a break? You can pause your membership for 3 months instead of cancelling, and keep your tokens for later. See Can I pause my membership? Cancelling with unused tokens? Send us a message in Messages or email [email protected] and tell us how many tokens you have left. A member of our team will review your account and explain your options. See also: How do I cancel my membership? and our refund policy.