FAQs: Click to Cancel

Supporting Providers with Compliance

Healthie is committed to supporting providers in staying compliant with evolving regulations. In response to the FTC’s finalized “Click-to-Cancel” rule, we’ve made an enhancement that allows clients to self-cancel recurring packages directly from their portal. This change promotes transparency and autonomy while keeping your business aligned with consumer protection standards.

Why can my clients cancel complex packages?

We understand that many providers use Healthie’s packages to offer structured, multi-month care plans. However, the FTC’s ruling applies broadly — if a package includes recurring payments, clients must be able to stop those payments as easily as they started them. This is true whether the package is a simple gym membership or a complex care plan.

Good to know: If a client cancels, you can still invoice or charge them for any outstanding balance. You can also hide packages used for payment plans to prevent client-side cancellation.

What happens when a client cancels a package?

• Credits are NOT removed
• Clients are NOT removed from member groups
• Clients are NOT removed from Programs
• Clients are NOT archived

Only future automatic payments tied to the package are stopped.

What if I’m using packages as a payment plan?

Here are a few strategies to maintain control and flexibility:

Option 1: Hide payment plan packages

• Make these packages hidden from client view.
• Clients won’t be able to see or cancel them.
• Use visible packages only for subscriptions meant to be client-managed.

Option 2: Schedule manual payments

• Use the “charge client” tool to schedule payments directly.

Option 3: Use invoices

• Send invoices for each payment period.
• Set reminders using Tasks to follow up on future payments.

💡 Tip: For subscription packages, avoid giving all credits upfront. Use the renewal feature to distribute credits monthly or as intended.