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Frequently asked questions
Cancel Jane: The Right Way
How to cancel Jane and protect your practice data in the philippines
What Jane is and why practitioners cancel
Jane is a subscription-based practice management and telehealth platform designed for health practitioners, therapists, coaches, and clinic owners who need appointment scheduling, client management, billing automation, and virtual consultations. If you signed up for Jane, you invested in business software-not entertainment-which means your cancellation involves different legal protections and procedural steps than dropping a streaming service.
You may have started a free trial, tested the platform for your practice, or found that the monthly cost no longer fits your workflow. Whatever your reason, Yafee is here to walk you through cancellation without surprises, hidden charges, or data loss. Understanding your cancellation options now prevents billing disputes and protects your client records later.
Who uses Jane and what they pay for
Jane serves practitioners across North America and beyond with three main paid tiers billed monthly in USD: Balance at approximately ₱3,051 per month, Practice at approximately ₱4,464 per month, and Thrive at approximately ₱5,594 per month, all with 1:1 telehealth included. Many users also activate add-ons like the Insurance Billing Add-on (approximately ₱1,130 monthly) or AI Scribe Add-on (approximately ₱848 monthly per practitioner), which stack on top of your base plan.
The practical takeaway: before you cancel, log into your Jane account and check your billing page for any add-ons you may have activated during your subscription. Your next bill might include extras beyond the core plan, which is why Yafee recommends reviewing your billing settings now, before you submit your cancellation request.
How Jane billing works for philippines-based users
Jane's official headquarters is in North Vancouver, British Columbia, Canada. Support operates Monday to Friday, 9 AM to 5 PM EST, which means contact during Philippine business hours requires either early morning or late evening calls, or email correspondence. Jane does not currently offer native PHP billing in the Philippines, so your credit card or payment method will process charges in USD, and your bank will convert the amount.
Email at [email protected] is your most reliable contact method if you are in the Philippines and want a documented paper trail for your cancellation request. This matters because written communication provides proof of your cancellation date, which protects you if Jane continues to charge your account after you submit your request.
Your consumer rights under philippine law
The Consumer Act of the Philippines (Republic Act No. 7394) protects you when you cancel a subscription, even for business software purchased by practitioners. This law covers unfair business practices, misrepresentation, billing transparency, and your right to cancel contracts within a cooling-off period.
What the consumer act says about subscription cancellation
Under the Consumer Act of the Philippines, you have the right to accurate billing information, transparent cancellation procedures, and protection against automatic renewal without clear, documented consent. If Jane charges you after you request cancellation, or if the company refuses to cancel despite your documented request, you can escalate to the Department of Trade and Industry (DTI), which enforces consumer protection in the Philippines.
This protection strengthens your position when you cancel. Write down the date and time you submit your cancellation request, save the confirmation email from Jane, and keep screenshots of your account settings and billing page. If a charge appears after your cancellation date, you have documented proof to dispute it with your bank and to file a complaint with the DTI.
Your legal position if Jane refuses to cancel
If you submit a documented cancellation request and Jane continues to charge you, you have grounds to dispute the charges under the Consumer Act. The DTI enforces this law and will investigate complaints about unfair billing practices and refusal to honor cancellation requests. You can file a complaint with the DTI's Consumer Assistance and Protection Division (CAPD) if Jane does not respond to your cancellation request within a reasonable timeframe (typically 7 to 14 business days). Yafee advises keeping all communication records-emails, screenshots, and payment statements-because these documents form the basis of your complaint.
Jane cancellation methods and contact details
Jane offers in-account cancellation and direct support contact as your primary options to end your subscription. Both methods work, but the procedure, timing, and documentation differ, so understanding each method helps you choose the one that best protects your data and billing.
In-account cancellation through your Jane dashboard
Logging into your Jane account and cancelling from your settings is the fastest method, but it carries a risk: you may not receive a written confirmation, which creates a gap in your paper trail. Jane's in-account cancellation typically generates an immediate system message, but this message may not appear in your email inbox, leaving no external record of your request.
This method suits you only if you can screenshot your cancellation confirmation or notification immediately after submitting it. Yafee recommends using this method as a secondary confirmation after you have already submitted a cancellation email to [email protected].
Email cancellation request to Jane support
Sending a cancellation email to [email protected] creates a timestamped, documented record that proves you requested cancellation on a specific date. This method protects you because Jane's support team will typically respond with a confirmation email, and this email chain forms your evidence if a dispute arises.
Email is your primary cancellation method if you are in the Philippines, because the time zone difference makes phone calls inconvenient, and email provides automatic documentation. Jane support monitors this inbox during business hours (Monday to Friday, 9 AM to 5 PM EST), so expect a response within one to two business days in Jane's time zone, which may be the following day in the Philippines.
Phone cancellation with Jane support
You can call Jane support at +1 (801) 382-8585 during business hours (Monday to Friday, 9 AM to 5 PM EST). This method works if you want to speak with a representative directly, but it requires you to call during Philippine late evening or early morning, and you must take notes during the call to document your cancellation request and the representative's name.
If you use phone cancellation, follow up immediately with an email to [email protected] stating the date, time, and representative name, and confirm the cancellation in writing. This ensures you have a written record even though you cancelled by phone.
How to cancel Jane in five documented steps
Yafee recommends following a structured cancellation process that protects both your data and your billing, and creates a documented record if you need to dispute charges later. This procedure takes approximately 10 minutes to complete.
Step 1: review your current plan and add-ons
- Log into your Jane account.
- Navigate to Settings or Account Settings (the exact label varies by platform version).
- Select Billing or Subscription from the menu.
- Take a screenshot of your current plan name, monthly cost, and any active add-ons (such as Insurance Billing or AI Scribe).
- Note the renewal date shown on this page-this is the date your next charge will appear if you do not cancel before it.
Step 2: export or backup your client data
- Return to the main Settings menu and look for a Data Export or Export option.
- Jane allows you to export client records, appointment history, and billing records in CSV or PDF format, depending on your plan.
- Download these files and save them to your computer or cloud storage (Google Drive, Dropbox, OneDrive).
- Verify that the exported files contain your complete client list and appointment records.
- Complete this step before you submit your cancellation request, because some platforms restrict data access after cancellation is processed.
Step 3: prepare your cancellation email
- Open your email client and create a new message to [email protected].
- Include the following information:
- Your full name and the email address registered to your Jane account.
- Your Jane account number or practice name (if different from your personal name).
- Your current plan name (Balance, Practice, or Thrive) and any active add-ons.
- Your requested cancellation date (either immediately or at the end of your current billing cycle).
- A brief reason for cancellation (optional, but helpful for Jane's feedback).
- A request for a cancellation confirmation email within one business day.
- Keep your email professional and factual-do not include lengthy explanations or complaints, as this may delay a response.
Step 4: submit your cancellation request
- Send your cancellation email to [email protected] and note the date and time you send it (your email client stamps this automatically).
- Save this sent email in a folder labeled "Jane Cancellation" or similar, so you can find it later if needed.
- If you prefer to cancel in-account, log into your Jane account, navigate to Settings, select Billing or Subscription, and look for a Cancel Subscription or End Subscription button.
- Follow the on-screen prompts to confirm your cancellation.
- Screenshot the final confirmation page or notification immediately after you confirm-this screenshot is your backup proof.
Step 5: document jane's cancellation confirmation
- Monitor your email for a response from Jane support within one to two business days.
- When Jane sends you a cancellation confirmation email, open it immediately and take a screenshot of the entire message, including the sender, date, and cancellation effective date.
- Save this screenshot and the email itself to your cancellation folder.
- Check your Jane account login on your cancellation effective date to verify that your plan has changed to "Cancelled" or "Inactive".
- Note the exact date shown in your account as the cancellation date.
Jane's pricing and what you might be paying
Understanding Jane's current pricing helps you decide whether to cancel and confirms what you should no longer be charged after cancellation is effective.
| Plan | Monthly cost (USD) | Monthly cost (PHP, approximate) | Key features |
|---|---|---|---|
| Balance | $50 | ₱2,750-₱3,050 | Appointment scheduling, client management, basic telehealth |
| Practice | $73 | ₱4,000-₱4,450 | All Balance features plus billing automation and insurance claim support |
| Thrive | $91 | ₱5,000-₱5,550 | All Practice features plus advanced reporting, priority support, and team management |
| Insurance Billing Add-on | $18.50 | ₱1,000-₱1,100 | Enhanced insurance claim processing and eligibility verification |
| AI Scribe Add-on | $13.50 | ₱740-₱850 | Automated note-taking per practitioner (billed per provider) |
| Video Telehealth | Included in all plans | Included | One-on-one secure video consultations with clients |
After cancellation: what happens to your data and billing
Cancellation is not instantaneous, and your account and data move through several stages after you submit your request. Understanding this timeline prevents confusion and helps you retrieve your data before it becomes inaccessible.
Timeline from cancellation request to account deactivation
When you request cancellation, Jane typically processes your request within one to two business days. If you cancelled mid-cycle (before your renewal date), your account remains active until the end of your current billing period, and you will not be charged again at renewal. If you requested immediate cancellation, your access ends within 24 hours, but you can still log in to export data during a brief grace period (usually 48 hours).
Your billing stops on the cancellation effective date shown in Jane's confirmation email. Your credit card will not receive a charge at your next scheduled renewal date. If a charge appears after this date, it is a billing error, and you have grounds to dispute it with your bank and file a complaint with the DTI.
Retrieving your data after cancellation
You can export your data up to 30 days after your cancellation is processed in most cases. Jane does not automatically delete your records, but your access to export them expires after this period. If you forgot to export your data before cancelling, contact Jane support immediately at [email protected] with your cancellation confirmation number and request a data export. Yafee advises doing this within 48 hours of cancellation to avoid delays or refusals.
What you will lose access to immediately
After your cancellation takes effect, you lose the ability to schedule new appointments, send messages to clients through Jane, process new billing or insurance claims, and record new telehealth sessions. Your client contact information and appointment history remain in the system for export, but you cannot add new data.
Jane's refund policy and disputing unwanted charges
Jane does not offer refunds for partial months once your subscription is active and you have used the platform. If you cancel mid-cycle, you forfeit the unused portion of that month unless Jane offers a pro-rata credit, which is not standard.
How to dispute a charge if Jane bills you after cancellation
- Log into your bank or credit card account online and locate the charge from Jane (it may appear as a transaction to "Jane Health" or "Jane.com").
- If the charge date is after your cancellation effective date, open a dispute or chargeback with your bank using the following evidence:
- Your cancellation confirmation email from Jane.
- Screenshots of your Jane account showing "Cancelled" or "Inactive" status.
- A copy of your cancellation request email to [email protected].
- A screenshot of the billing page showing your cancellation effective date.
- Your bank will typically reverse the charge within 5 to 10 business days and may request additional information from Jane.
- If your bank denies the dispute, file a complaint with the Department of Trade and Industry (DTI) within 30 days of the disputed charge.
Filing a complaint with the DTI if Jane refuses to cancel
If Jane does not process your cancellation request or continues to charge you despite a documented cancellation request, you can file a formal complaint with the DTI's Consumer Assistance and Protection Division. Visit the DTI website (dti.gov.ph) or visit your nearest DTI office with the following documents:
- A copy of your original Jane invoice or subscription confirmation.
- Your cancellation request email and Jane's response (or lack of response).
- Bank or credit card statements showing charges after your cancellation effective date.
- Screenshots of your Jane account status before and after your cancellation request.
- A written statement describing the dispute and what resolution you are seeking.
The DTI will investigate and may order Jane to issue a refund or reverse charges if the company acted in violation of the Consumer Act.
Common mistakes when cancelling Jane
Cancellation can feel stressful, but staying methodical prevents the most common errors that leave users without refunds or access to their data. Yafee has compiled the mistakes we see most often so you can avoid them entirely.
Not exporting your data before cancelling
Many practitioners cancel their Jane account without first downloading their client records, appointment history, and billing data. Once your account is cancelled, exporting becomes difficult or impossible after the 30-day grace period. Before you submit your cancellation request, spend 10 minutes exporting all your records. This takes minimal time and protects your business data permanently.
Cancelling in-account without sending a confirmation email
Using Jane's in-account cancellation button is fast, but it may not generate a confirmation email or may not provide a clear effective date. Without a written confirmation from Jane support, you have no paper trail if you later need to dispute a charge. Always send a follow-up email to [email protected] confirming your cancellation, even after you cancel in-account. This creates a documented record that protects you.
Not checking for active add-ons before cancelling
If you activated the Insurance Billing Add-on or AI Scribe Add-on, cancelling your base plan may not automatically cancel these add-ons. You might receive a surprise charge for the add-on alone after your main plan cancels. Review your billing page before you submit your cancellation request and explicitly request that all add-ons be cancelled as well.
Assuming your account will cancel at the renewal date without confirmation
Some practitioners request cancellation but assume it will take effect automatically at their next renewal date without explicitly confirming the effective date with Jane. If Jane support does not confirm the date in writing, they may interpret your request differently, and you might be charged again at renewal. Always ask Jane support to confirm the cancellation effective date in a written response email.
Should you cancel Jane, or explore alternatives?
Before you finalize your cancellation, consider whether another plan or feature might better serve your practice, or whether Jane simply no longer fits your needs. Yafee recommends pausing to review this comparison so you make an informed decision.
| Reason to cancel | Alternative to consider | Action |
|---|---|---|
| Monthly cost too high | Downgrade to Balance plan (₱2,750-₱3,050/month) | Contact Jane support to change plans instead of cancelling |
| Too many features you do not use | Disable unused add-ons (Insurance Billing, AI Scribe) first | Review Settings > Billing and deactivate specific add-ons, not the whole plan |
| Need better telehealth video quality | Upgrade to Thrive plan (₱5,000-₱5,550/month) | Contact support to explore Thrive before cancelling |
| Moving to a different platform entirely | Confirm competitor offers better support for your time zone | Proceed with cancellation using steps above |
| Not using Jane anymore (closed practice, retired) | No alternative needed | Proceed with cancellation; export all data first |
| Billing disputes or poor support | Request formal escalation to Jane's management before cancelling | Email [email protected] requesting manager review of your account |
Checklist before you submit your cancellation
Use this checklist to ensure you are ready to cancel safely and without regret. Yafee recommends completing every item before you send your cancellation request to Jane support.
- Log into your Jane account and verify your current plan name, monthly cost, and renewal date.
- Check your Billing page for any active add-ons (Insurance Billing, AI Scribe) that might renew separately.
- Export all your client records, appointment history, and billing data to your computer or cloud storage in CSV or PDF format.
- Open a new folder on your computer or create a folder in Google Drive labeled "Jane Cancellation" and save all exported files there.
- Write and review your cancellation email to [email protected] including your account details, current plan, and requested cancellation date.
- Take a screenshot of your current plan and billing page showing your current charges and renewal date.
- Send your cancellation email and note the date and time in your calendar as a reminder to expect a confirmation response.
- Wait for Jane support's confirmation email (expect one to two business days) and screenshot it immediately when it arrives.
- On your cancellation effective date, log into your Jane account and verify that your plan status has changed to "Cancelled" or "Inactive".
- Monitor your credit card or bank statement for the next 60 days to confirm that no further charges from Jane appear after your cancellation date.
Contact information to cancel Jane from the philippines
Use these official contact details to submit your cancellation request. Email is your most reliable method from the Philippines because it creates a documented record and avoids time zone confusion.
Jane's official support email
Email: [email protected]
Subject line suggestion: "Cancellation Request for [Your Name] - Account [Your Practice Name]"
Response time: one to two business days (Monday to Friday, 9 AM to 5 PM EST)
Jane's telephone support (if you prefer to call)
Phone: +1 (801) 382-8585
Hours: Monday to Friday, 9 AM to 5 PM EST (which is approximately 9 PM to 5 AM Philippine time, depending on daylight saving time)
Note for Philippines callers: this is an international call and may incur long-distance charges. Email is more convenient.
Jane's mailing address (if you need to send written correspondence)
Jane Health Inc.
North Vancouver, British Columbia, Canada
Mailing address: check [email protected] for the current mailing address, as it may change.
Conclusion: your path to cancelling Jane safely
Cancelling your Jane subscription protects you when you follow a documented process, export your data first, and keep written records of every step. The Consumer Act of the Philippines guarantees your right to cancel, and the Department of Trade and Industry enforces this right if Jane refuses to honour your request.
Start today: review your current plan, export your data, and send your cancellation email to [email protected]. Yafee has helped thousands of practitioners and clinic owners cancel their subscriptions and recover their data without surprises or billing disputes. Your data is yours, your decision to cancel is protected by law, and Yafee is here to guide you through every step of the process. Document each action, save every confirmation, and you will move forward with confidence that your cancellation is complete and your data is secure.
Important warning
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- Yafee cannot prevent the recipient from disputing the legal scope.
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