What this reason means
Your client says you kept charging them after they canceled their subscription.
To win, your documents should show at least one of these:
The subscription was still active, and your client knew about, but didn't follow, your cancellation steps.
You already refunded your client.
Your client withdrew the dispute.
How the lists are organized
Most important: the documents that answer your client's claim. If you have them, please start with these.
Only if you have them: send these only if the situation happened or the record exists, for example if you refunded your client.
Helpful context: documents that support your case, but aren't enough on their own.
Other documents that can help: documents that can help in any dispute.
Your side of the story: a short written explanation in your own words. Please keep it factual, point to the documents you send, and if your client never contacted you before disputing, say so clearly.
Some documents only apply to how you coached your client. They're marked online coaching, in-person coaching, or booked sessions (sessions held by video call or in person). If a note doesn't match how you coached, you can skip that document.
Documents to prepare
Most important
Recurring package terms: Send the recurring billing terms your client agreed to, from the Everfit checkout or a contract they signed: price, how often they're charged and auto-renewal.
Cancellation terms: Send your cancellation terms as your client saw them, at checkout or on your own site: how to cancel and when it takes effect.
No cancellation on record: Send a screenshot from Everfit showing your client's package was still active and not canceled before the charge. Check your messages too, in case they asked you to cancel.
Messages with your client: Send messages with your client, in Everfit or elsewhere, about canceling, any renewal reminders you sent, and sessions arranged after they say they canceled. Add notes of any phone calls. Hide any health details.
Digital use after the alleged cancellation (online coaching): Send screenshots from Everfit showing your client kept using the program after they say they canceled, such as logins (with the device and location where shown), workouts and check-ins, with dates.
Sessions after the alleged cancellation (booked sessions, online or in person): If your client came to sessions after they say they canceled, send the bookings from Everfit or your own tools, call logs or notes from those dates. Hide any health details.
Only if you have them
Client's billing controls in the app: Send a screenshot showing how your client could see upcoming charges and cancel in the app themselves.
In-app cancellation and its date: If your client canceled in Everfit, send a screenshot showing who canceled, when, and when it took effect, compared with the charge date.
Refund on the disputed charge: If you refunded this charge before the dispute, in Everfit or another way like a bank transfer, send the refund record showing the date, amount and status. If it's still pending or failed, say so. Hide other transactions.
Replacement service already given: If you already gave your client something in place of what they're disputing, like a different package, extra sessions or more time, send the messages or records that show it. Hide any health details.
Coaching delivered before the charge: If you charge after coaching (for example, at the end of each month for that month's sessions), send your billing terms and a dated record of the coaching you gave before the charge. Hide any health details.
Helpful context
Refund terms for the recurring package: Send the refund terms for this recurring package, from the checkout or your own agreement, for example that renewals aren't refundable.
Your side of the story
Say whether the client ever asked to cancel, including verbally or in a session, and on what date.
Other documents that can help
These can help with any dispute reason, so please send them if you have them.
Package description: Send how your package was described when your client bought it: the Everfit package page (name, price, what's included, any live sessions) and anything you posted elsewhere, like your website. Use a version from the purchase date if you have one.
Signed coaching agreement: If your client signed a contract, waiver or intake form outside Everfit, send the pages showing the agreed terms, their signature and the date. Hide any health details.
Client withdrew the dispute: If your client has withdrawn the dispute, send their message or proof, like their bank's confirmation email or a screenshot of their statement. You should still submit your other documents. Hide unrelated account details.
Document requirements
Your client's bank only reviews documents that meet these requirements, so please check your files before you send them:
File types: PDF, JPG or PNG only.
Size: all your files together must be 4.5 MB or smaller.
Pages: the limit depends on your client's card: 19 pages or fewer for some cards, fewer than 50 for others. We'll let you know the limit for your dispute.
Layout: US Letter or A4 pages in portrait, with text at 12 pt or larger. Please make sure every page is easy to read.
Screenshots: crop them to what matters, and point it out with bold text, callouts or arrows rather than color highlighting.
Audio, video and links: banks don't open these, so please send a screenshot or a short written summary instead.
Privacy: send only the relevant part of a conversation or log, with dates and who took part, and please hide any health details, such as diagnoses or medical history.
A few things to keep in mind
Documents can be submitted only once and can't be changed afterward, so please make sure everything you want to include is ready.
Sending sufficient and appropriate documents may increase the chances of winning the dispute, but it does not guarantee it.
We'll help review your documents and submit them to Stripe, and Stripe will forward them to your client's bank. The final decision rests with your client's bank, which reviews your documents and decides the outcome. Neither Everfit nor Stripe decides the dispute outcome.
Looking for a different dispute reason? See Preparing your documents for a payment dispute.