Cancel Healthy Back Institute: Step-by-Step Guide

How to cancel Healthy Back Institute and stop recurring charges in the philippines

Why you might want to cancel Healthy Back Institute

Healthy Back Institute is a US-based wellness company selling back pain relief products, educational content, and subscription shipments to customers worldwide, including the Philippines. The most common recurring charge is the Heal-n-Soothe auto-ship plan, which bills your card monthly and delivers physical products to your address. The service operates through healthybackinstitute.com and myaccount.losethebackpain.com, both managed by SW Management Group, LLC from Austin, Texas.

Cancellation becomes difficult because the published terms do not clearly explain how to stop auto-renewals, the cancellation process is not visible on the main website, and customer support does not operate in Filipino or with local payment methods. If you are being charged monthly and cannot find a cancel button, you are not alone. At Tocancel, we have helped thousands of consumers in the Philippines navigate exactly this situation and recover their money.

Common reasons to cancel

You may want to cancel because the monthly charge of PHP 3,304 to PHP 3,864 no longer fits your budget, you received unwanted shipments, the product did not work as advertised, or you simply forgot the subscription existed until you saw a charge on your credit card statement. Whatever your reason, your right to cancel is protected under Philippine consumer law, and Tocancel is here to guide you through the process.

What happens if you do not cancel

Leaving your subscription active means you will continue to receive monthly shipments and charges indefinitely. Each month, the company will attempt to charge your card on the same date as your initial purchase. If your card declines, the company may retry the charge multiple times, potentially triggering overdraft fees or declined-payment notifications from your bank. The only way to stop these charges is to cancel the subscription directly with Healthy Back Institute or dispute the charges with your card issuer.

Understanding your costs and what you are paying for

Before you cancel, know exactly what you are being charged for so you can request the right refund or stop the right subscription.

Most Philippines customers hold the Heal-n-Soothe auto-ship plan. If you signed up for a free trial or promotional first shipment, your recurring charges typically begin 15 to 30 days after your first order. Check your original welcome email to confirm when your first paid shipment should arrive.

Your consumer rights under philippine law

The Consumer Act of the Philippines (Republic Act No. 7394) gives you specific protections when dealing with recurring charges, unwanted shipments, and misleading terms.

What the consumer act protects you against

Under the Consumer Act, companies must clearly disclose all terms before you are charged, including the auto-renewal date, the exact amount, how to cancel, and your refund rights. If Healthy Back Institute failed to make this information obvious during checkout, that is a violation of your consumer protection rights. Your legal position is clear: the company cannot hide cancellation behind confusing website design or require you to call during inconvenient hours.

The law also protects you against unfair contract terms. If the company charges you without your explicit, informed consent, or if the cancellation terms are buried in fine print, you have grounds to dispute the charge and request a refund. This means Tocancel recommends always keeping your order confirmation email and the first charge notice as proof of what you agreed to.

What you can do if the company refuses to cancel

If Healthy Back Institute ignores your cancellation request or continues to charge you after you cancel, you can escalate to the Department of Trade and Industry (DTI) Consumer Assistance and Advocacy Division. The DTI is the Philippine government agency responsible for enforcing the Consumer Act and can compel the company to refund your money, stop the charges, and pay penalties. Filing a complaint with the DTI is free and can be done online at dti.gov.ph.

You can also contact your bank or credit card issuer and dispute the charges as unauthorized or recurring. Most credit card companies in the Philippines can reverse the charges within 30 to 60 days if you provide proof that you requested cancellation.

How to cancel Healthy Back Institute step by step

Healthy Back Institute does not offer an obvious online cancel button, so you must reach out directly to customer support using one of the methods below.

Method 1: cancel by email (recommended)

Email is your best option because it creates a written record that Tocancel advises you to keep forever.

1. Log into your account at myaccount.losethebackpain.com with your email and password.
2. Take a screenshot of your billing history, showing your recent charges and the next scheduled charge date.
3. Open your email and compose a message to [email protected] with the subject line: "Cancellation request for [your order number]".
4. In the email body, write:
   • Your full name and email address associated with the account.
   • Your order number (found in your account or confirmation email).
   • A clear statement: "I request to cancel my Heal-n-Soothe auto-ship subscription effective immediately and to receive a full refund of recent charges."
   • The date you want the cancellation to take effect.
   • Request a written confirmation of your cancellation.
5. Send the email and wait for a response within 48 to 72 hours (longer on weekends or holidays).
6. Save the confirmation email in a folder labeled "Healthy Back Institute Cancellation" and screenshot it as backup.

Method 2: cancel by phone

Healthy Back Institute customer support operates Monday to Saturday, 8:00 AM to 6:00 PM Central Standard Time (CST). For customers in the Philippines, this means calling in the late evening or very early morning. The company does not publish a dedicated cancellation phone line, so you will reach general customer service.

1. Calculate the time in Austin, Texas. When it is 8:00 PM in the Philippines (Manila), it is approximately 8:00 AM in Texas.
2. Have your account number, order number, and billing email ready before you call.
3. Dial Healthy Back Institute customer service (the number is provided in your welcome email or on the account login page).
4. Tell the representative: "I want to cancel my Heal-n-Soothe auto-ship subscription and stop all recurring charges."
5. Ask for the representative's name and the cancellation confirmation number.
6. Request that they email you a written cancellation confirmation within 2 hours.
7. Hang up and send a follow-up email to [email protected] saying: "I spoke with [representative name] on [date/time] and requested cancellation. Confirmation number: [number]. Please send written confirmation."

Method 3: send certified mail to the physical address

If email and phone do not work, Tocancel advises sending a certified letter to Healthy Back Institute's legal address. This creates an undeniable record that the company received your cancellation request.

1. Write a letter on plain paper that includes:
   • Your full name and the email address on your account.
   • Your order number and subscription start date.
   • The statement: "I hereby cancel my Heal-n-Soothe auto-ship subscription, effective immediately. Please cease all future charges and shipments."
   • Your signature and the date.
2. Make two copies of the letter.
3. Send one copy via registered mail or courier to:
   • Healthy Back Institute / SW Management Group, LLC
   • Austin, TX office (address found in your account terms or welcome email)
4. Keep the courier receipt and the second copy of the letter in a safe place.
5. Follow up with an email 5 business days later if you do not receive a written cancellation confirmation.

What to do after cancellation

Cancellation does not always mean the charges stop immediately, especially if your bank processes transactions in batches. You will need to monitor your account and take action if charges continue.

Monitor your bank account for at least 60 days

After you receive cancellation confirmation from Healthy Back Institute, watch your credit card or bank statement for at least two full billing cycles. It is normal for the final charge to post 3 to 5 days after your cancellation request, because the company may have already submitted the charge to your bank before processing your cancellation. If you see a charge more than 7 days after your cancellation date, that is a red flag.

If charges continue after cancellation

Contact your bank or credit card issuer immediately and report the charge as unauthorized or recurring after cancellation. Provide the bank with:

• Your written cancellation confirmation email from Healthy Back Institute.
• The date you requested cancellation.
• Screenshots of the charges that posted after cancellation.

Request a refund if you did not receive products

If you were charged but did not receive a shipment, or if you received products you did not order after cancellation, you are entitled to a refund under the Consumer Act. Send an email to [email protected] requesting a refund and include:

• The charge date and amount.
• Proof that the package was not delivered (if applicable).
• Your bank or payment processor account number (last four digits only).
• A request for a refund within 14 days.

Common mistakes when cancelling

Many customers accidentally extend their cancellation timeline or give the company an excuse to ignore the request. Here is what to avoid.

Mistake 1: cancelling through a third-party app or payment service

If you signed up using Apple Pay, Google Pay, GCash, or another payment app, you may think cancelling through that app cancels the subscription. It does not. You must cancel directly with Healthy Back Institute. The payment app will only prevent future charges from that payment method, but the company will contact you for an updated card or alternative payment. Always cancel with the merchant, not the payment processor.

Mistake 2: assuming an email to generic addresses will work

Sending an email to [email protected] or [email protected] may go unanswered. Use [email protected] or the support email listed in your account confirmation. Tocancel has found that this address reaches the cancellation and refund team directly.

Mistake 3: not keeping proof of cancellation

If the company claims you never asked to cancel, your only proof is the email confirmation, phone call receipt, or certified mail tracking number. Without this proof, your bank or the DTI cannot force a refund. Save every confirmation message, and take screenshots the moment you receive them.

Mistake 4: waiting too long to dispute a charge

Your credit card issuer can only reverse charges within 120 days of the transaction date in most cases. The sooner you report unwanted charges, the better your chances of a refund. Do not wait until the end of the month to contact your bank.

Key information and deadlines

Here is what you need to know to protect yourself during and after cancellation.

When to escalate to the DTI or your bank

If Healthy Back Institute does not respond to your cancellation request within 5 business days, or if charges continue after cancellation, you have the right to escalate the complaint.

File a complaint with the DTI

The DTI Consumer Assistance and Advocacy Division enforces the Consumer Act and can compel refunds. You can file online at dti.gov.ph or visit a local DTI office. Include:

• Your cancellation request emails.
• Bank statements showing unwanted charges.
• Any responses (or non-responses) from Healthy Back Institute.
• A clear description of the charges and dates.

Dispute the charge with your bank

Contact your bank or credit card issuer's dispute department and report the charge as unauthorized or recurring after cancellation. Provide your cancellation confirmation and ask the bank to reverse all charges after your cancellation date. Most banks process disputes within 30 to 60 days.

Checklist before you cancel

Use this checklist to ensure you have everything you need before you contact Healthy Back Institute.

• Find and save your order confirmation email from when you first signed up.
• Log into myaccount.losethebackpain.com and screenshot your full billing history.
• Note your order number and the date of your next scheduled charge.
• Write down your full name, email, and phone number as they appear on the account.
• Create a document or folder titled "Healthy Back Institute Cancellation" on your computer or phone.
• Decide your cancellation method: email (fastest), phone (quickest confirmation), or certified mail (strongest proof).
• Have your bank account and credit card information ready in case you need to dispute a charge.
• Save the DTI website (dti.gov.ph) and your bank's dispute phone number in a notes app.

Final summary and next steps

Cancelling Healthy Back Institute is straightforward once you know your rights and the correct process. You are entitled to cancel your subscription at any time under Philippine consumer law, and the company must honor your cancellation request and stop all charges within 7 business days. Do not wait for the company to offer a cancel button or make cancellation easy, because they do not have to.

Start by sending a cancellation email to [email protected] today. Include your order number, full name, and a clear request to cancel your Heal-n-Soothe auto-ship subscription immediately. Save the confirmation email the moment you receive it. Monitor your bank account for 60 days, and if charges continue, dispute them with your bank or file a complaint with the DTI.

Tocancel is committed to helping you take back control of your subscriptions and your money. If Healthy Back Institute refuses to cancel or continues to charge you, Tocancel has helped thousands of consumers escalate their cases and recover their funds through the DTI and their banks. Visit Tocancel.com today to document your cancellation request and track your refund status. You have the right to cancel, and you have the power to enforce it.

Cancellation mailing address

If you choose to send a certified cancellation letter, address it to:

Healthy Back Institute / SW Management Group, LLC
Austin, TX
United States of America

For refund-related correspondence, some customers have reported success using the Las Vegas, NV address listed in their account terms. Check your original order confirmation or account settings for the most current address, and always send copies via tracked or certified mail so you have proof of delivery.