# Horrible customer experience (subscription cancellation)

**URL:** <https://www.community.whoop.com/t/horrible-customer-experience-subscription-cancellation/7218>\
**Category:** Orders & Subscription\
**Tags:** membership\
**Created:** [August 18, 2025, 6:06am UTC](https://www.community.whoop.com/t/horrible-customer-experience-subscription-cancellation/7218 "2025-08-18T06:06:44Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![mrgeorge711](https://yyz1.discourse-cdn.com/flex011/user_avatar/www.community.whoop.com/mrgeorge711/32/2606_2.png) [@mrgeorge711](https://www.community.whoop.com/u/mrgeorge711)\
**Post date:** [August 18, 2025, 6:06am UTC](https://www.community.whoop.com/t/horrible-customer-experience-subscription-cancellation/7218/1 "2025-08-18T06:06:44Z")

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Hey!

I had an annual subscription that was set to expire - I’ve paused it for 1 month to think if I would use it further. Once I paused it, there was **no option in the account to cancel the subscription** , and when the pause period ended I was billed the full year.

Whoop uses AI in the support conversations, that keeps saying that the subscription is non-refundable. Is it possible to speak to a real customer support agent?

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**Author:** ![cmav](https://yyz1.discourse-cdn.com/flex011/user_avatar/www.community.whoop.com/cmav/32/6566_2.png) [@cmav](https://www.community.whoop.com/u/cmav)\
**Post date:** [November 19, 2025, 5:27pm UTC](https://www.community.whoop.com/t/horrible-customer-experience-subscription-cancellation/7218/2 "2025-11-19T17:27:17Z")

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I just had this happen too. Did you get a resolution?

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**Author:** ![manosvaik13](https://yyz1.discourse-cdn.com/flex011/user_avatar/www.community.whoop.com/manosvaik13/32/6569_2.png) [@manosvaik13](https://www.community.whoop.com/u/manosvaik13)\
**Post date:** [November 19, 2025, 6:40pm UTC](https://www.community.whoop.com/t/horrible-customer-experience-subscription-cancellation/7218/3 "2025-11-19T18:40:29Z")

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Hello @cmav yesterday I had almost the same issue. One month ago I order the watch and I started the free trial for one month because a friend refer me this app. After 23 days that I used it I decided to stop using it. One day before the trial expire they charge me annually 264€ without my permission. So now I am in contact with the customer service in order to proceed for the refund. They informed me that as soon as I return the product they will refund me in maximum 10 days. I really don’t understand how they managed to charge me without this app (whoop) being in my monthly payments on my iPhone. I hope to get the refund as soon as I will return the product.