Refunds & disputes

Cancelled a treatment, got only part of it, or disagree with a charge? Here's exactly who refunds what, what happens to your plan, and how to raise a dispute without hurting your credit in the meantime.

What happens to my plan Refund outcomes Raise a dispute Keep paying?

Customer discussing a refund with a coordinator

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How refunds move

The practice refunds, the plan adjusts

Cherry paid the practice up front, so the practice is the one that reverses the charge. Once it does, your plan balance and payments are adjusted automatically.

Start here

Did the treatment happen?

Fully, partly, or not at all — this decides who refunds what.

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Step 1

Contact the practice

Ask for a cancellation or partial refund in writing under their policy. They process the refund from their portal.

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Step 2

Your plan updates

The refund reduces your balance. Payments already made toward the refunded portion are returned to your original method.

Not renderedCancelled before treatment

Practice cancels the transaction → plan closed → down payment and any payments refunded. Nothing remains to pay.

Partly renderedStopped mid-plan

Practice refunds the unused portion per its policy → plan balance reduced → monthly payment recalculated or term shortened. The services you received stay on the plan.

Refund outcomes at a glance

What to expect for the most common situations

Situation	Who refunds	Your plan	Timing
Cancelled before any treatment	Practice voids the sale	Closed, all payments returned	5–10 business days
Series stopped after some sessions	Practice, unused portion only	Balance reduced	5–10 business days after practice posts it
Treatment completed, unhappy with result	Practice's discretion	Unchanged unless practice refunds	Varies
Charged for something you didn't receive	Dispute via support	Adjusted if upheld	Review period, keep paying
Chargeback on the down payment	Your card issuer	Not cancelled — balance still due	Use the dispute process instead

How to raise a dispute

When the practice won't refund, or the charge doesn't match the treatment

1Ask the practice in writing first

Cite their cancellation policy
Keep the email or text thread

2Gather your documents

Treatment plan and quote
Checkout confirmation and plan ID
Receipts, photos, messages

3Submit to support

Plan ID + what you're disputing
Amount you believe is owed
Attach the documents

4Review & outcome

Practice is asked to respond
Upheld: balance adjusted, payments refunded
Not upheld: written explanation

Practices agree in their provider agreement to refund services not rendered, and Cherry can recover those amounts from the practice. Read the seller agreement, explained

Keep paying while a dispute is open. Payments stay due during review. A missed payment adds a $15 late fee at 15 days and is reported to the bureaus at 30 days — even if the dispute is later decided in your favor. If it is, the payments are refunded to you. Late fees and reporting →

Refund FAQ

Quick answers

I cancelled before treatment. Do I get a full refund?

Usually yes, once the practice cancels the transaction. Refunds are initiated by the practice; Cherry then returns your down payment and any payments made. Ask the practice to confirm the cancellation in writing.

I only had part of the treatment. What's refunded?

The practice refunds the portion of services not rendered, according to its own cancellation policy. Your plan balance is reduced by the refunded amount; payments already made toward the refunded portion are returned.

Do I keep paying while a dispute is reviewed?

Yes. Payments remain due during a review. Missing them triggers the $15 late fee and, after 30 days, credit reporting — even if you later win the dispute. If the dispute resolves in your favor, the payments are refunded.

What if the practice refuses to refund me?

Open a dispute with support and include your treatment plan, receipts and any written communication. Cherry can hold the practice responsible for refunds it owes under its provider agreement.

Can I dispute the charge with my bank instead?

You can, but a chargeback on the down payment doesn't cancel the plan itself. Use the dispute process so the plan balance is adjusted, not just one payment.

How long does a refund take?

Once the practice processes it, card refunds take 5–10 business days to appear; ACH refunds 3–5. The plan balance updates as soon as the refund posts.

Ready to open a dispute?

Include your plan ID, the practice name, the amount in question and your documents. You'll get a case reference within one business day.

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