Quick Answer: To understand a charge, check when it occurred and confirm that all your subscriptions were canceled. Also, be careful not to accept offers you don’t intend to use, especially when an additional price is shown next to the acceptance button.
🔜 Extra charges during sign-up or right after
If you see extra charges during or right after sign-up, it usually means you added optional features (such as Premium, Shopping List, Workouts, etc.).
These features are optional
Your basic plan works without them
The price and billing frequency are always shown next to each button
You can refuse an offer by scrolling down and clicking the refusal button
Limited-time pop-ups can also be simply closed
Even if you refuse all extras, your basic plan will still be activated.
❗️ All additional features are subscription-based. Once added, they renew automatically unless canceled.
The only exception is Genom+, which is a one-time payment with lifetime access.
🎟️ Trial offers
If you joined using a 7-day or 1-, 3- or 6-month trial at a reduced price, keep in mind:
Trial offers are still subscriptions
They renew automatically unless canceled at least 48 hours before the next charge
⌛️ Charges after some time
If you’re charged later (even if you didn’t use the service), it’s usually because:
One or more subscriptions were not canceled
A delayed or previously failed payment was collected later
A charge was split into smaller amounts after failed attempts
👉 We recommend double-checking that all subscriptions were canceled if that was your intention, or contacting us for help.
2️⃣ Duplicate charges
In rare cases, a payment processing issue may cause the same subscription to be charged twice on the same day.
👉 If you see second payment for the same feature, contact us and we’ll refund the duplicated payment.
⛔️ Duplicate charges are not refunded automatically at this time.
🤔 Still have questions?
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