Clients navigate to ‘My Account’ > Subscription Details and click the ‘Cancel subscription’ button.
Clients are prompted to provide us with their reason for cancelling.
Clients are asked to acknowledge our cancellation disclosure, detailed below.
They can log into their account to access your medical records anytime, or request them by emailing support@cerebral.com.
Any medication refills remaining after their billing cycle ends will not be filled or shipped.
They can schedule and attend sessions until the end of their billing cycle. Any sessions scheduled after that will be canceled.
Clients on monthly Medication only plans [meaning this does NOT include clients on 3/6 month auto-renewing packages] will be provided a 30% off for 3 months cancellation save offer. See more in the Cancellation Save Offers section below.
The only exception is if the client clicks "Skip and Cancel" on the cancel reason, as shown above.
ℹ️ If a client who was utilizing insurance reaches out about receiving an invoice after cancelling, use the Post Cancellation Invoice macro via ZenDesk after editing appropriately.
🗒️ Any credits left on a cancelled client's account can be utilized for future reactivations and will be reflected on the next billing cycle after reactivation.
Cancellation during onboarding
If the client clicks 'cancel my subscription' from the onboarding flow, therefore not finishing signing up for services, it takes them to a modified version of the cancellation flow where they are issued a refund.
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