Levflex charged you twice or after you cancelled

This article helps you work out why you see more than one Levflex charge. Most surprise charges are a prorated plan change, or a client's payment to your gym showing on the same card. A genuine duplicate, or a charge after you cancelled, is a billing error and is always refunded in full.

Before you begin#

• Sign in as the gym's owner.
• Have your bank statement showing the charges.

Troubleshooting#

• Are both charges listed under Billing → Invoices?
  • Yes
    Continue.
  • No
    A charge that isn't listed isn't from your Levflex plan. It may be a test purchase you made on your own site, which is on Payments → Client payments.
• Do the two invoices cover the same billing period?
  • Yes
    That's a duplicate. Request a refund. See How to get a billing error refunded below.
  • No
    Continue.
• Did you change plan or interval around that date?
  • Yes
    The smaller invoice is the prorated difference for switching. That's expected. See How to choose or change your Levflex plan.
  • No
    Continue.
• Did you cancel before the charge date?
  • Yes
    Check Billing. If the status read Cancels at period end before the charge date, that charge is a billing error. Request a refund.
  • No
    It's a normal renewal. See Levflex refund policy to check whether it qualifies.

How to get a billing error refunded#

1. Note the invoice numbers from Billing → Invoices.
2. Go to levflex.com/help and start a chat, or email [email protected] from the owner's email address.
3. Say the charge was a duplicate or came after you cancelled, and give the invoice number.

Billing error refunds are 100%, have no time limit and don't count toward any refund limit.

Common mistakes#

Mixing up client payments and your plan#

Client purchases show with your gym's name on the client's statement. Levflex plan charges come from Levflex.

Missing a proration charge#

Upgrades charge the difference straight away, so you'll see a second, smaller charge in the same month.

Cancelling after the renewal#

Cancelling on or after the renewal date doesn't stop that renewal. Cancel at least a day before.

Refunds return to your card within 5–10 business days and show on the original invoice in Stripe.