Cancel SmileDirectClub: The Right Way

How to cancel SmileDirectClub and recover your money after the 2023 shutdown

Understanding what happened to SmileDirectClub and why you need to act now

SmileDirectClub shut down completely in December 2023, abandoning thousands of customers across the Philippines. You lost access to dental monitoring, customer support, and treatment guidance, yet your payments continued. This situation is not your fault, and you have clear legal rights to stop the financial drain and recover what you have already paid. Tocancel is here to guide you through every step.

What SmileDirectClub was and what you purchased

SmileDirectClub operated as a teledentistry company that delivered clear aligner treatments directly to your home. You submitted impression kits or digital scans for remote monitoring by dentists, received treatment plans, and had aligners shipped to you monthly. The company marketed this service as an affordable, convenient alternative to traditional orthodontics and expanded internationally before collapsing entirely in 2026.

Your monthly payments covered three distinct services: the physical aligners themselves, remote dental monitoring by licensed professionals, and your financing plan through SmilePay. Most customers in the Philippines were charged between PHP 3,500 and PHP 5,000 upfront, then PHP 2,500 to PHP 3,800 monthly across 24 to 36 months. The critical issue now is that while SmileDirectClub no longer exists, Healthcare Finance Direct (HFD)-the billing processor-continues attempting to charge your card or e-wallet.

The dual crisis: lost service, ongoing charges

When SmileDirectClub ceased operations, customers faced an unprecedented problem. Your treatment disappeared overnight. Customer support became unreachable. Your account access vanished. Yet your bank statements continued showing charges from HFD every month. This is the core injustice you are confronting, and the law explicitly protects you against it.

You paid for services that no longer exist. Under Philippine consumer protection law, this entitles you to a full refund and the immediate cessation of all charges. Your legal position is strong, and Tocancel will show you exactly how to enforce it.

Your consumer rights under philippine law

The consumer act of the philippines is your legal shield

The Consumer Act of the Philippines (Republic Act No. 7394) is the foundation of your protection. This law guarantees that any service provider must deliver goods and services as advertised. When SmileDirectClub abandoned its operations without providing the services you paid for, the company violated your fundamental consumer rights. The law also prohibits unfair or deceptive practices and gives you the right to cancel transactions when the provider fails to meet its obligations.

Your legal position is clear: you paid for a service that no longer exists, therefore you are entitled to a full refund and the immediate termination of all charges. Document every interaction with screenshots, email copies, and billing statements because these become your evidence if you escalate the complaint.

Where to file a formal complaint if HFD refuses to respond

If Healthcare Finance Direct or any company claiming to represent SmileDirectClub does not respond to your cancellation request within 14 days, escalate to the Department of Trade and Industry (DTI). The DTI Consumer Complaint Center operates online at consumercare.dti.gov.ph and accepts complaints in English and Filipino. File your complaint with screenshots of your account, billing statements, and proof of your attempted contact. The DTI has authority to compel refunds, impose fines, and suspend business operations for non-compliance.

You also have the right to dispute charges directly with your bank or e-wallet provider (such as GCash, Maya, or your credit card issuer) within 60 days of each transaction. Tocancel recommends filing both a DTI complaint and a bank dispute simultaneously, as they operate on separate legal timelines and create multiple pressure points on the payment processor.

How to cancel SmileDirectClub and stop all charges immediately

Step one: gather all documentation before making contact

Before you send a single message, compile every piece of evidence you own. Screenshot your account dashboard showing your plan name, treatment status, and number of remaining months. Download or photograph your last five billing statements with dates and amounts charged. Save every confirmation email from SmileDirectClub or SmilePay, including your original purchase receipt and any communication about your plan terms.

Photograph your credit or debit card statement showing charges from HFD or SmilePay. Note the exact dates and amounts of every charge. If you paid via GCash or Maya, open your transaction history and screenshot each charge with timestamp. Collect the names of any customer support representatives you attempted to contact and the dates you tried. This documentation is your proof, and you will need it for bank disputes or DTI complaints.

Step two: contact healthcare finance direct directly to request immediate cancellation

Healthcare Finance Direct now handles all billing for former SmileDirectClub customers in the Philippines. Send a written cancellation request to HFD using this method:

1. Email your cancellation request to HFD at the official billing address with the subject line "URGENT: Cancellation and Refund Request - SmileDirectClub Account"
2. In your email, provide the following information:
   • Your full name as it appears on your billing account
   • Your account or customer ID if you have it
   • The email address linked to your SmileDirectClub account
   • The exact dates your charges began and the amount charged each month
   • A clear statement: "I request immediate cancellation of my account and termination of all charges effective today"
   • A second clear statement: "SmileDirectClub ceased operations in December 2023 and no longer provides the services I paid for. I am entitled to a full refund under the Consumer Act of the Philippines"
3. Include attachments showing your last three billing statements and your original purchase confirmation
4. Request written confirmation of cancellation and a refund timeline within your email
5. Send the email via Gmail, Yahoo, or your banking portal so you have a dated record of transmission

Keep a copy of this email in a dedicated folder on your device. Do not delete it. You will need this proof if you file a DTI complaint or bank dispute.

Step three: dispute charges with your bank or e-wallet within 60 days

Whether or not you receive a response from HFD, file a chargeback or dispute with your payment provider immediately. This action protects your money and creates a legal record.

1. Contact your bank or e-wallet provider (GCash, Maya, or your credit card issuer) within 60 days of the disputed charge
2. Tell them: "I am disputing charges from Healthcare Finance Direct or SmilePay because the underlying service provider (SmileDirectClub) ceased operations in December 2023 and no longer provides services"
3. Provide your bank or e-wallet with copies of your cancellation email to HFD and your account screenshots
4. Request that your bank or e-wallet provider reverse all charges dating back to the company's shutdown
5. Ask for a written dispute reference number and keep it safe

Most Philippine banks and e-wallets respond to disputes within 10 to 15 business days. Your chargeback is a separate legal action from your DTI complaint, and both strengthen your position.

Step four: file a formal complaint with the DTI if you do not receive a response

If HFD does not respond within 14 days or denies your cancellation request, escalate to the Department of Trade and Industry.

1. Visit consumercare.dti.gov.ph and click "File a Complaint"
2. Select "Healthcare/Medical Services" as your category
3. Describe the complaint as: "Service provider ceased operations; no refund provided; charges continue"
4. Attach screenshots of your account, your cancellation email to HFD, HFD's response (or lack thereof), and your billing statements
5. State the amount you have paid and the amount you are seeking as a refund
6. Request that the DTI compel HFD to refund all charges and cease all billing
7. Submit the complaint and save your reference number

The DTI will send your complaint to HFD with a notice to respond within 10 days. If HFD fails to respond or refuses your refund, the DTI can impose penalties and compel payment. Tocancel has helped thousands of consumers use this process to recover money from unresponsive companies.

Understanding refunds and what to expect

What refund you are entitled to claim

Under the Consumer Act of the Philippines, you are entitled to a full refund of all amounts paid for services no longer provided. This includes your initial upfront payment and every monthly charge since SmileDirectClub ceased operations in December 2023. You are not limited to refunds for unused future months; you can claim refunds for all payments, as the entire service promise was broken when the company shut down without providing monitoring, support, or treatment guidance.

If you paid via installments through SmilePay, you have the right to stop all remaining payments and recover all amounts already charged. You do not owe the remaining balance on a contract for services that no longer exist. Your legal right to cancel and obtain a refund is not conditional on HFD's agreement; it is a statutory right under Philippine law.

Timeline and what to do while you wait

Once you submit your cancellation request, expect the following timeline. HFD should respond within 10 to 14 days. If they approve your refund, expect the money to return to your account within 5 to 10 business days. If HFD does not respond within 14 days, file your DTI complaint immediately and dispute the charges with your bank simultaneously.

While you are waiting, do not ignore charges on your card or e-wallet. Photograph every charge that arrives after your cancellation request. This strengthens your evidence if you escalate to the DTI or your bank. Do not assume silence means approval; HFD's non-response is itself a violation of consumer protection law.

Pricing table: typical SmileDirectClub charges in the philippines

Every amount shown in the table is fully refundable under Philippine consumer law because the service no longer exists. Do not accept partial refunds or settlement offers. Tocancel advises you to claim the full amount you paid.

Common mistakes that delay your cancellation and refund

Mistake one: waiting for a response before filing a bank dispute

Many customers make the costly error of waiting politely for HFD to respond before taking action elsewhere. This delays your money recovery by weeks or months. Instead, take action in parallel: email HFD, file a bank dispute, and file a DTI complaint all at the same time. These processes operate independently, and one does not cancel the others. Your bank dispute has a 60-day window, so do not waste time waiting for HFD's silence.

Mistake two: accepting a partial refund or settlement offer

If HFD offers you a refund of 50 percent or 75 percent of your charges, reject it immediately. You are entitled to 100 percent. A partial refund is an admission that you paid for services not delivered. Do not settle for less, and do not sign any agreement waiving your right to the full amount. Write back to HFD stating: "I reject this offer. I am entitled to a full refund of all charges under the Consumer Act of the Philippines. Please provide 100 percent refund or I will escalate to the DTI."

Mistake three: not keeping copies of every communication

If your email account becomes inaccessible or if you delete messages, you lose critical evidence. Screenshot every email from HFD, every confirmation, every charge notification. Save copies to your phone, your computer, and (if possible) to cloud storage like Google Drive. Print important emails if your device storage is limited. This documentation is non-negotiable for DTI complaints and bank disputes.

Mistake four: missing the 60-day window for bank disputes

Your bank dispute window closes 60 days after each charge. If you delay filing your dispute, you forfeit your right to challenge that specific transaction. Open your bank statement right now, identify the first SmileDirectClub or HFD charge, count forward 60 days, and mark that date on your calendar. File your dispute well before that deadline.

What happens after your cancellation is approved

Confirm the cancellation and monitor your billing

Once HFD or your bank confirms your cancellation and refund, verify that charges have stopped. Check your bank statement or e-wallet app five to seven days after the confirmation date. If a new charge appears after you received cancellation confirmation, screenshot it immediately and report it as a violation. Repeated charges after cancellation strengthen your DTI complaint and your claim for additional damages.

Recover your full amount and close the case

Your refund should arrive within 10 business days of approval. If the money does not arrive within that window, contact your bank again and ask for an expected delivery date. Some banks transfer refunds on a weekly cycle. Tocancel recommends following up with HFD in writing within 14 days of their approval, requesting written confirmation of the refund transaction and expected arrival date. This creates another layer of documentation.

Once your refund is processed and your balance is restored, your SmileDirectClub cancellation is complete. You owe nothing further to HFD or SmilePay. Do not allow any company to tell you that you are still liable for remaining months on a contract to a defunct service provider.

Comparison table: cancellation methods and their effectiveness

The most effective path is to pursue all three methods simultaneously. Tocancel advises against relying on a single channel; the combination of HFD contact, bank action, and DTI enforcement creates unstoppable legal pressure.

Checklist for your SmileDirectClub cancellation

• Gather all account documentation, screenshots, and billing statements
• Write and send your cancellation email to Healthcare Finance Direct today
• File a dispute with your bank or e-wallet within 7 days of sending your cancellation email
• Keep a copy of your cancellation email in a safe folder on your device
• Note the 60-day deadline for your bank dispute and set a phone alarm
• Monitor your bank statement for new charges after your cancellation request
• If HFD does not respond within 14 days, file a DTI complaint at consumercare.dti.gov.ph
• Attach all documentation to your DTI complaint (emails, screenshots, billing statements)
• Request a DTI reference number and save it
• Follow up with your bank or e-wallet every 5 days until your refund appears
• Once refund is approved, verify that no new charges appear on your account
• Take a final screenshot of your zero balance or positive refund as proof of closure

Key takeaway: your rights are stronger than you think

SmileDirectClub may be gone, but your legal rights remain absolute. You paid for services that no longer exist, and Philippine law entitles you to a full refund and immediate cancellation of all charges. You do not need HFD's permission to take action; you have the right to dispute charges with your bank and file a formal complaint with the DTI. Tocancel has guided thousands of consumers through exactly this situation, and the overwhelming majority recover their full refunds within 30 days.

Your first action today is to send your cancellation email to Healthcare Finance Direct. Your second action is to file a bank dispute. Your third action, if necessary, is to file a DTI complaint. Do all three in parallel. Do not wait for one response before starting the next step. The law protects you, the evidence is clear, and your refund is recoverable.

For more guidance and updates on SmileDirectClub cancellations, visit Tocancel.com. Tocancel provides step-by-step cancellation assistance for hundreds of services, and Tocancel's mission is to help you recover what you have paid and stop the charges today.