How to cancel SmileDirectClub in canada and protect your finances

Understanding SmileDirectClub and why you might need to cancel

SmileDirectClub operated as an at-home clear aligner provider in Canada until December 2023, offering impression kits, virtual consultations, and remote treatment plans with optional in-person scan appointments. After filing for Chapter 11 bankruptcy protection in the United States, the company shut down all Canadian operations and ceased customer support, treatment services, and processing of cancellation requests.

If you have an active subscription, pending orders, or recurring charges from SmileDirectClub, you face an urgent situation. The company's app and website are no longer functional in Canada, which means you cannot cancel through standard online methods. Yafee specializes in helping consumers navigate post-shutdown scenarios, and we understand how frustrating this is when you have invested money in orthodontic treatment. This guide walks you through every step to protect your account, stop charges, and recover what you can.

Why cancelling immediately matters

Once a company enters bankruptcy and shuts down operations, your options narrow significantly. Banks close dispute windows within 60 to 120 days, payment records become harder to trace, and your leverage diminishes. By acting within the next 30 to 60 days, you preserve your right to dispute charges, file claims against the bankruptcy estate, and escalate complaints to provincial consumer protection agencies. Waiting longer weakens your position and makes refunds substantially less likely.

What happened to SmileDirectClub

In December 2023, SmileDirectClub announced it was ceasing all global operations and filing for Chapter 11 bankruptcy in the United States. This shutdown affected Canadian customers immediately. Outstanding orders were cancelled, ongoing treatment plans were halted, and the company's customer service team dissolved. Unlike a standard subscription cancellation, you cannot simply log in and request account closure because the systems supporting those functions no longer exist.

Your consumer rights in canada and what the law protects

Canadian consumer protection law gives you powerful tools even when a company shuts down operations.

What the consumer protection act means for you

Under provincial consumer protection legislation including the Consumer Protection Act in Ontario and equivalent laws in all other Canadian provinces, you have the right to dispute any charges that were unauthorized or continued after cancellation. If SmileDirectClub charged your card after you requested cancellation or after the company ceased operations, those charges are disputable under law. You also have the right to a refund if goods or services were not delivered as promised.

When a company enters bankruptcy, creditors including customers owed refunds are placed into a formal queue. Your claim against the bankruptcy estate is legal and enforceable under Canadian bankruptcy law. Yafee recommends you document every charge, every communication attempt, and every order number now, because this documentation becomes evidence in bankruptcy proceedings.

Your legal position

You have the right to: dispute unauthorized charges within 120 days; file a claim against the bankruptcy estate; lodge a formal complaint with your provincial consumer protection office; and request a chargeback through your bank or credit card company. You do not need to contact SmileDirectClub directly, as the company is no longer operating in Canada. Your provincial consumer protection authority has enforcement power that SmileDirectClub must acknowledge, even in bankruptcy.

Provincial consumer protection offices and escalation routes

Each Canadian province has a consumer protection office or ombudsman program with enforcement authority. If SmileDirectClub continues to charge your card after the shutdown, or if you believe you were fraudulently billed, file a formal complaint with your provincial office. In Ontario, that is Service Ontario (Ministry of Government and Consumer Services). In British Columbia, that is Consumer Protection BC. In Alberta, that is the Fair Trading Act Office. In Quebec, that is the Office of the Protector of the Consumer.

Yafee has helped thousands of consumers navigate post-shutdown scenarios, and filing with your provincial office often accelerates resolution because these agencies can issue formal orders and investigate claims against defunct companies. The complaint process is free and does not require a lawyer.

Methods to stop charges and document your cancellation

Because SmileDirectClub's systems are no longer operational, you must use alternative methods to document your cancellation request and stop ongoing charges.

Stop charges at your bank or credit card company

Contact your bank or credit card company immediately and request a chargeback for any charges that occurred after December 2023 or any charges you did not authorize. Provide your statement showing SmileDirectClub transactions. Most Canadian banks allow you to dispute charges within 120 days. This is your fastest route to recovering money and stopping future charges. Yafee recommends you use this method first because your bank has direct power to reverse charges and block future transactions.

File a formal complaint with your provincial consumer protection office

Submit a written complaint with your provincial consumer protection authority. Include your account number, transaction dates, amounts charged, and copies of your bank statements. Specify that you are reporting continued charges from a company that ceased Canadian operations in December 2023. The office will investigate and may issue a formal order against any recovery agents attempting to collect on behalf of SmileDirectClub.

Document your cancellation in writing via certified mail

Although SmileDirectClub is no longer operating, sending a certified cancellation request creates a paper trail for your claim. Address your letter to SmileDirectClub's registered agent (available through the bankruptcy trustee's records). Include your account number, service address, all amounts charged, and a clear statement: "I hereby request cancellation of my SmileDirectClub account effective immediately and declare all charges after December 2023 unauthorized." Keep the certified mail receipt as proof of delivery.

Step-by-step cancellation process

Follow these steps in order to protect yourself legally and maximize your chances of recovering charges.

Step 1: gather all documentation

1. Download or screenshot your bank statements showing every SmileDirectClub charge from the past 24 months
2. Collect your original account signup confirmation email if you still have it
3. Note your SmileDirectClub account number and the email address associated with your account
4. List the date you requested cancellation (or the date you first noticed you could not access the account)
5. Record the total amount you have been charged and any pending orders

Step 2: contact your financial institution

1. Call your bank or credit card customer service line and state: "I want to dispute charges from SmileDirectClub, a company that ceased Canadian operations in December 2023"
2. Provide your account number and the specific transaction dates and amounts
3. Request a chargeback for all unauthorized post-shutdown charges
4. Ask your bank to block any future transactions from SmileDirectClub's merchant code
5. Request a written confirmation of your dispute by email within 48 hours
6. Save this confirmation email in a dedicated folder labeled "SmileDirectClub Cancellation"

Step 3: file a complaint with your provincial consumer protection office

1. Visit your provincial consumer protection website (see table below for your province)
2. Complete the complaint form with your account details, transaction history, and the statement that you are reporting a defunct company
3. Attach copies of your bank statements and your chargeback request confirmation
4. Submit the complaint online or by mail using the postal address listed on the official website
5. Request a case number and save your receipt of submission

Step 4: send a certified cancellation letter

1. Write a formal letter on plain paper stating your name, address, account number, and the date
2. State clearly: "I request immediate cancellation of my SmileDirectClub account. All charges after December 2023 are unauthorized. I have filed disputes with my financial institution and my provincial consumer protection office."
3. Address the letter to: SmileDirectClub, c/o Bankruptcy Trustee, [check the bankruptcy filing for current trustee address]
4. Send via Canada Post Registered Mail with Proof of Delivery
5. Keep the receipt and tracking number as evidence that you sent the cancellation request

Step 5: monitor your account for 60 days

1. Check your bank and credit card statements weekly for any new SmileDirectClub charges
2. If new charges appear, immediately contact your bank and file a second dispute
3. Report any new charges to your provincial consumer protection office as a follow-up to your original complaint
4. Keep all documentation in one folder for potential bankruptcy claim filing

Consumer protection authorities by canadian province

Use this table to find your provincial consumer protection office and escalation contact.

Refund timeline and what to expect

Recovery of charges from a bankrupt company follows a specific legal timeline.

Chargeback timeline (fastest option)

Your bank typically resolves chargeback disputes within 30 to 60 days. If SmileDirectClub's merchant account is closed (which is likely given the shutdown), your bank will automatically reverse unauthorized charges. This is your fastest path to recovery and requires no further action on your part once you file the dispute.

Provincial complaint investigation timeline

Consumer protection offices typically investigate complaints within 60 to 90 days. If the office finds evidence of unauthorized charges, it will issue a formal order to SmileDirectClub or any collection agent attempting to collect on its behalf. This order carries legal weight even in bankruptcy and prevents further collection attempts.

Bankruptcy claim timeline

If you do not recover full refunds through chargebacks or provincial complaints, you have the right to file a claim against SmileDirectClub's bankruptcy estate. The trustee will notify creditors of the claim deadline, which is typically 6 to 12 months after the bankruptcy filing. Your documented charges and your provincial complaint will support your claim. Yafee recommends you submit your claim even if you recover some money through other methods, because you may recover additional amounts from the estate's remaining assets.

Common mistakes to avoid during cancellation

You are not alone in facing this situation, and understanding common pitfalls protects you from losing additional money or weakening your legal position.

Mistake 1: waiting too long before disputing charges

Your bank's chargeback window closes 120 days after the charge appears on your statement. If you wait longer, you forfeit this right and must pursue recovery solely through bankruptcy claims, which take significantly longer. File your chargeback dispute within 30 days of the December 2023 shutdown to ensure you stay well within the deadline.

Mistake 2: sending cancellation requests to inactive email addresses

SmileDirectClub's customer service email is no longer monitored. Sending emails to [email protected] or similar addresses creates no legal proof of your cancellation request. Instead, use certified mail to the bankruptcy trustee's address, which appears in official court filings and creates an auditable paper trail.

Mistake 3: not documenting your chargeback request

Your bank will provide a case number and written confirmation. Save this documentation. If a new charge appears or if SmileDirectClub disputes the chargeback, you need proof that you filed the dispute on a specific date. This documentation also strengthens your provincial complaint and bankruptcy claim.

Mistake 4: ignoring collection calls or letters

If a third-party collection agency contacts you on behalf of SmileDirectClub, document the date and time. You have the right to request that they stop contacting you and to report them to your provincial consumer protection office for attempting to collect on a company with no operating license in Canada. Do not assume that collection calls mean your chargeback was denied; escalate immediately to your provincial authority.

Mistake 5: filing a single complaint and stopping

Use multiple enforcement channels simultaneously. File a chargeback with your bank, submit a complaint to your provincial office, and send a certified cancellation letter. This multi-track approach maximizes your chances of recovery because each channel has different enforcement powers. Yafee recommends clients pursue all three methods in parallel rather than sequentially.

After cancellation: what happens next

Once you have initiated your cancellation and disputes, your role becomes one of monitoring and documentation.

Monitor your accounts weekly

Check your bank and credit card statements every seven days for the next 90 days. If new SmileDirectClub charges appear, contact your bank immediately and file a second chargeback. Report the new charge to your provincial consumer protection office within 24 hours as evidence that the company or its agents are continuing to charge Canadian consumers in violation of your provincial law.

Keep all correspondence in one place

Create a dedicated email folder or physical file labeled "SmileDirectClub Cancellation." Store every receipt, confirmation number, chargeback case number, and provincial complaint number. If you eventually file a claim against the bankruptcy estate, you will need to present all this documentation as evidence of your charges and your good-faith attempts to resolve the dispute.

Respond to any formal notices

If you receive a formal letter from SmileDirectClub's bankruptcy trustee or a collection agency, do not ignore it. Open and read it carefully. If it demands payment, respond in writing stating that you have already filed a chargeback and a provincial complaint and that you dispute all charges. Send your response via certified mail and keep the receipt.

File a bankruptcy claim if necessary

If you do not recover your full amount through chargebacks and provincial complaints, file a formal claim against the bankruptcy estate. The trustee will provide instructions and a deadline. Your documented charges and provincial complaint confirmation letter will serve as supporting evidence. This claim is free to file and gives you a legal right to a share of any remaining company assets.

Comparison: recovery methods and expected outcomes

This table summarizes the three primary recovery methods available to you, ranked by speed and certainty of recovery.

Why choosing the right cancellation path matters

SmileDirectClub's bankruptcy is a special case because the company no longer operates, which means standard online cancellation is impossible. Many consumers mistakenly assume they must contact the company directly, which wastes time and creates no legal protection. Yafee has helped thousands of consumers cancel subscriptions from defunct companies, and we have learned that the fastest and most reliable recovery comes from using your financial institution and provincial authorities, not from attempting to reach the company.

Your provincial consumer protection law exists specifically for situations like this. These agencies have enforcement authority that private companies must acknowledge, even in bankruptcy. By filing a formal complaint, you create an official record that strengthens any future claim and signals to the bankruptcy trustee that you are serious about recovery.

Contact information for cancellation and dispute filing

Use these addresses and channels to formally document your cancellation and recovery efforts.

Your bank or credit card chargeback department

Contact the customer service number on the back of your credit card or bank statement. Tell the representative: "I want to file a chargeback for unauthorized charges from SmileDirectClub, which ceased Canadian operations in December 2023." Provide your account number and transaction dates. Request a written confirmation by email and save the case number.

SmileDirectClub bankruptcy trustee contact

SmileDirectClub filed for Chapter 11 bankruptcy in the United States. To obtain the current address of the bankruptcy trustee handling the liquidation, visit the U.S. Bankruptcy Court website (pacer.uscourts.gov) and search for "SmileDirectClub." The trustee's address will appear in the court filing. Address your certified cancellation letter to this trustee with attention to "Customer Claim Department."

Canadian postal address for certified cancellation letter

If you cannot locate the trustee's address, you may also send your cancellation letter to:

SmileDirectClub Inc.
c/o Insolvency Administrator
[Contact your provincial consumer protection office for the current Canadian registered agent address]

Send via Canada Post Registered Mail with Proof of Delivery. Keep the receipt as proof of your cancellation request.

Summary: your next steps to protect your finances

SmileDirectClub's shutdown has left many Canadian consumers with charged accounts and no functioning cancellation system. However, you have legal rights under your provincial consumer protection laws, and you have multiple enforcement channels available to you. Yafee recommends you act within the next 14 days to maximize your recovery chances. Contact your bank first to file a chargeback (this is your fastest route to recovery). Simultaneously, file a formal complaint with your provincial consumer protection office. Finally, send a certified cancellation letter to the bankruptcy trustee to create an official paper trail. This three-track approach has helped thousands of consumers recover their money from defunct companies.

Your provincial consumer protection agency is your strongest ally in this process. These offices have investigated countless cases involving unauthorized charges and company shutdowns, and they can issue enforceable orders that even bankruptcy trustees must acknowledge. By combining a bank chargeback with a provincial complaint and a formal bankruptcy claim, you significantly increase your chances of recovering your full investment. Yafee stands ready to help you navigate this process and connect you with the right authorities in your province. Take action today to stop future charges and recover what you have already paid.