Regardless of how your members choose to pay, (whether monthly or annually) they are locked into a 12 month contract or term.  By their enrollment, patients are automatically agreeing to our Terms & Conditions which bring them into this 12 month agreement. Contracts are an agreement between the office and the patient. It is a commitment from the office to provide any included services, and a commitment from the patient to pay the contract amount for the plan which provides those services.

When a member is wanting to cancel, the software will prompt your team member performing the cancellation to collect the remaining 12 month term balance owed by the member. That being said, we know that sometimes flexibility is needed surrounding how your cancelling member will be charged. Ultimately you get to decide what amount you'll collect. We always recommend collecting the remaining 12 month term balance since it's likely that your office provided discounts on services to the patient while they were enrolled in the membership plan. You will encounter this situation when you're dealing with a member who has opted to pay your office monthly. 

If the patient has chosen to pay your office at the annual rate then there's likely no need to process any additional charges or refunds, as they have paid for the 12 month contract or term up front. You simply move forward with cancelling the members account, and we'll recommend making a note of that in your practice management software as well.