Receiving an invoice after requesting cancellation may raise questions, but it is important to emphasize that these charges are provided for in the contract and relate to periods of use or usage adjustments.
Since Wellhub normally operates with a pre-paid payment model and prior notice rules, there are two main reasons for these invoices:
Prior Notice Rule:
The standard Wellhub contract establishes a prior notice of one full billing cycle.
- How it works: After formalising your cancellation request, the effective termination only occurs at the end of the billing cycle subsequent to the month of the request.
💡Example: If you request cancellation on 10 March, the April cycle will be your notice period, with the last invoice due to cover this final month of use.
Extra Seats Adjustment:
Unlike the fixed monthly fee, billing for extra seats works on a post-paid basis.
- If your company exceeded the number of contracted accesses in the last active month, an additional invoice for this excess use will be generated at the end of the period, even if the contract is already in the termination phase.
How to request a billing review?
If you believe the notice period has been fully complied with and the extra seat adjustments do not apply, our team is available to review the charges.
To expedite the solution, open a ticket using the chat icon, located in the bottom right corner of the screen, attaching the billing notice and the invoice you received. With these documents in hand, we will handle the full review of your account to offer the support you need.