Manage Smiledirectclub

How to cancel smiledirectclub in canada and protect your finances

Understanding smiledirectclub and why you might need to cancel

SmileDirectClub was an at-home clear aligner provider that operated in Canada until December 2023. The company offered impression kits, teledentistry consultations, and remote aligner treatment plans, with optional in-person scan appointments at select locations across the country. After filing for Chapter 11 bankruptcy, SmileDirectClub wound down all Canadian operations and ceased providing customer support, treatment services, or cancellation channels.

If you have an active subscription, pending orders, or recurring charges from SmileDirectClub, you need to act now. The company's app and website are no longer functional in Canada, which means you cannot cancel through traditional online methods. At Stopee, we understand how frustrating this situation is, especially when you've 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 now matters

Once a company enters bankruptcy and shuts down operations, your options narrow quickly. Banks close dispute windows, payment records become harder to trace, and your leverage with the company 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 far less likely.

What happened to smiledirectclub

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

Your consumer rights in canada and what you can do

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

What the consumer protection act means for you

Under provincial consumer protection legislation (including the Consumer Protection Act in Ontario and equivalent laws in other provinces), you have the right to dispute any charges that were unauthorized or continue 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 goes bankrupt, creditors (which includes customers owed refunds) are placed into a queue. Your claim against the bankruptcy estate is legal and enforceable. Stopee recommends you document every charge, every communication attempt, and every order number now, because this documentation becomes evidence in bankruptcy proceedings.

Provincial consumer protection offices and escalation

Each Canadian province has a consumer protection office or ombudsman program. 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 the Ministry of Government and Consumer Services. In British Columbia, it is the Office of the Registrar of Mortgage Brokers and the Consumer Protection BC division. These agencies can investigate, issue formal warnings to companies, and sometimes recover funds on behalf of consumers.

Stopee has helped thousands of consumers navigate post-shutdown scenarios, and filing with your provincial office often accelerates resolution because companies (and their bankruptcy administrators) take regulatory complaints seriously.

How to cancel smiledirectclub: step-by-step process

Because SmileDirectClub's systems are offline, you cannot cancel through the app or website. Follow this sequence to protect yourself and create a paper trail for disputes.

Immediate steps to stop charges

1. Contact your bank or credit card issuer immediately.
   • Call the customer service number on the back of your card.
   • State that SmileDirectClub has ceased operations and you want to stop all recurring charges.
   • Ask if your bank can block future charges from SmileDirectClub's merchant code or payment processor.
   • Request written confirmation of this block via email.
   • Inquire about chargeback eligibility for any charges after December 2023 or after you request cancellation.
2. Request a dispute or chargeback if charges continue after the shutdown.
   • If your bank did not automatically reverse charges, initiate a formal chargeback claim.
   • Most banks allow 60 to 180 days from the charge date to dispute; act within this window.
   • Provide your bank with evidence: screenshots of charges, order confirmations, and proof that the company ceased operations.
3. Keep all communication with your bank in writing.
   • Follow up phone calls with emails summarizing what was discussed and agreed.
   • Save email confirmations of dispute initiation and chargeback requests.

Pro tip: Many Canadian banks have online dispute portals. Use these instead of calling, because your written submission automatically creates a timestamped record that is harder for the bank to lose or ignore.

Formal cancellation and account closure request

1. Prepare a certified letter requesting cancellation and refund.
   • Write in plain language: "I request immediate cancellation of my SmileDirectClub account [your account number, if known]. The company has ceased operations in Canada. I request a full refund of all charges and confirmation of account closure."
   • Include your full name, email address, phone number, and account number (if you have it).
   • List every charge date and amount from your account.
   • State the date you are sending the letter and ask for written acknowledgment within 14 days.
2. Send the letter via Canada Post Registered Mail with proof of delivery (raccomandata A/R equivalent in Canada).
   • Visit any Canada Post location and request "Registered Mail" with signature required.
   • Pay the additional fee (approximately CAD $10 to $15).
   • Receive a tracking number and proof-of-delivery slip.
   • Keep the tracking number and proof of delivery permanently.
3. Send an identical email to any SmileDirectClub contact email address you have on file.
   • Copy the subject line: "Cancellation and Refund Request - Account [Your Account Number]".
   • Send to customer service, billing, and support email addresses if you have them.
   • Screenshot the email after sending and save it to a folder labeled "SmileDirectClub Cancellation".

Warning: Do not rely on email alone for your cancellation request. Companies often shut down email inboxes during bankruptcy. The certified letter creates legal proof that you attempted cancellation and demanded a refund, which strengthens any future claim against the bankruptcy estate.

File complaints with regulatory agencies

1. Contact your provincial consumer protection office.
   • In Ontario: Ministry of Government and Consumer Services (ontario.ca/page/consumer-protection).
   • In British Columbia: Consumer Protection BC (consumerprotectionbc.ca).
   • In Alberta: Alberta Fair Trading Act enforcement via AHS and Alberta Justice (justice.alberta.ca).
   • Search your province's government website for "consumer protection complaint" to find the exact agency and online form.
2. File a formal complaint with the Better Business Bureau (BBB Canada).
   • Visit bbb.org and search for SmileDirectClub.
   • Click "File a Complaint" and provide details of your charges, cancellation attempts, and refund request.
   • The BBB will notify the company (or its bankruptcy representative) and request a response within 30 days.
3. Submit a complaint to the Financial Consumer Agency of Canada if charges appear on your credit report unfairly.
   • Visit fcac.gc.ca and follow the complaint process.
   • This creates a federal record of your dispute.

Smiledirectclub pricing and what you may have paid

Understanding what you invested helps you calculate your refund claim against the bankruptcy estate.

These historical prices are presented for reference only. SmileDirectClub ceased Canadian operations in December 2023, and these plans are no longer available for purchase.

What happens after you cancel and how refunds work

Cancellation in a bankruptcy situation differs fundamentally from a normal subscription cancellation.

After you submit your cancellation request

Once you send your certified letter and file regulatory complaints, your account enters a dispute status. SmileDirectClub's bankruptcy administrators (court-appointed trustee or receiver) will be notified of your claim. You will not receive immediate resolution, but you have created a documented path for recovery. Stopee recommends you check in with your provincial consumer office every 30 days to confirm your complaint is being processed.

You may receive acknowledgment from the bankruptcy trustee's office within 60 to 90 days. Keep this communication. It proves your claim is registered in the bankruptcy proceedings, which increases your chances of a partial or full refund when the estate is settled.

Refund eligibility and what to expect

SmileDirectClub's refund policies historically included full refunds if you were unsatisfied after sending impressions or scans, prorated refunds for unopened aligner trays, and cancellation windows within 30 days of purchase. However, these policies are now subject to the bankruptcy process and are not enforceable through the company's customer support channels.

In bankruptcy, refunds are paid from remaining company assets, ranked by creditor priority. As a consumer, you are typically a lower-priority creditor than lenders and employees, but you still have a legal claim. Expect a refund timeline of 6 to 18 months from the date the bankruptcy is finalized. You may receive a partial refund (50 to 80 percent of your claim) rather than 100 percent, depending on how much the company realizes in asset liquidation.

At Stopee, we have seen consumers recover between 40 and 70 percent of their original investment in similar situations when they filed claims promptly and provided documentation.

How to track your bankruptcy claim

1. Identify the bankruptcy trustee or receiver handling SmileDirectClub's Canadian estate.
   • Search "SmileDirectClub bankruptcy Canada trustee" or check press releases from the company's last Canadian announcements.
   • The trustee's name and contact information will be public.
2. Register your claim with the trustee's office before the deadline.
   • Bankruptcy claims typically have a 180-day deadline from the filing date.
   • Submit your cancellation letter, proof of payment, and refund calculation to the trustee.
   • Request written confirmation that your claim was received and registered.
3. Request updates on the bankruptcy timeline and distribution schedule.
   • Trustees publish quarterly or annual reports on asset recovery and payment schedules.
   • Ask to be added to the mailing list for these reports.

Common mistakes to avoid when cancelling

Many customers inadvertently weaken their position by making preventable errors during the cancellation process. Learning from others' mistakes helps you stay protected.

Mistake 1: relying on email alone

Once a company enters shutdown, email inboxes are often closed or ignored. Your cancellation request disappears into a black hole, and you have no proof you ever sent it. Always pair email with certified mail and regulatory complaints. The certified letter is your legal anchor.

Mistake 2: not blocking charges immediately with your bank

Some customers assume the company will stop charging them automatically after shutdown. It does not. Your bank's payment blocking feature is your first line of defense. Use it before anything else. Every unauthorized charge you allow to post weakens your position and costs you more money.

Mistake 3: missing the chargeback window

Banks typically allow 60 to 180 days from the charge date to dispute. After that window closes, the chargeback is no longer possible, even if the charge was fraudulent. If SmileDirectClub charged you in September 2023 and you wait until April 2024 to dispute, you may be outside the window. Initiate chargebacks immediately.

Mistake 4: throwing away receipts and order confirmations

Digital order histories disappear when company servers shut down. Your email confirmation from SmileDirectClub is often the only proof that you purchased a service or were charged a specific amount. Screenshot everything, save it to an external hard drive or cloud storage, and print a paper copy. Bankruptcy trustees ask for original proof of purchase before approving refund claims.

Mistake 5: not filing with regulatory agencies

Many customers assume their bank dispute is enough. It is not. Filing with your provincial consumer protection office and the Better Business Bureau creates regulatory pressure on the bankruptcy administrator to honor your claim. These complaints are part of the official record and often trigger faster resolution.

Checklist: ensuring your cancellation is complete

Use this checklist to confirm you have taken every protective step.

• Contacted your bank and requested charge blocking for SmileDirectClub's merchant code.
• Initiated a chargeback for any charges after December 2023 (the shutdown date).
• Drafted a cancellation and refund request letter with all relevant account and payment details.
• Sent the letter via Canada Post Registered Mail and obtained proof of delivery.
• Sent an identical email to customer service, billing, and support addresses.
• Saved screenshots of all emails sent and responses received (even if they are automated).
• Filed a complaint with your provincial consumer protection office.
• Filed a complaint with Better Business Bureau Canada.
• Identified the bankruptcy trustee and registered your claim before the deadline.
• Received written acknowledgment that your claim was registered in the bankruptcy estate.
• Kept copies of every receipt, order confirmation, and payment statement in a secure folder.
• Documented the dates you took each action for your records.

Getting help: when to escalate your cancellation

If after 60 days you have received no response from your bank, the consumer protection office, or the bankruptcy trustee, it is time to escalate.

Escalation steps

1. File a complaint with the Financial Consumer Agency of Canada (FCAC).
   • Visit fcac.gc.ca and describe the company's failure to respond to your cancellation and refund request.
   • The FCAC will investigate and pressure the company or its trustee to respond.
2. Contact a consumer rights lawyer for a free initial consultation.
   • Many Canadian lawyers offer free 15 to 30-minute consultations.
   • A lawyer can draft formal demand letters that carry more weight than your own correspondence.
   • If your claim exceeds CAD $500, a lawyer may take the case on a contingency or no-win-no-fee basis.
3. Consider small claims court if your claim is under your province's small claims limit (typically CAD $15,000 to CAD $35,000 depending on province).
   • File a claim directly against the bankruptcy estate or the trustee.
   • You do not need a lawyer; many small claims courts accept self-represented litigants.

When stopee can help

Stopee specializes in helping Canadian consumers cancel subscriptions and navigate shutdown scenarios like SmileDirectClub's closure. If you are unsure whether you have taken all the right steps, or if you want a second opinion on your cancellation strategy, Stopee's guides and resources can walk you through every scenario. Stopee has helped thousands of consumers recover funds and close accounts with companies that ceased operations.

Summary and next steps

SmileDirectClub's December 2023 shutdown means you cannot cancel through normal online channels. Instead, you must act on multiple fronts: block charges with your bank, send a certified cancellation letter, file regulatory complaints, and register your claim with the bankruptcy trustee. The window to take these actions is narrow, typically 60 to 180 days. Every step you take now strengthens your position and increases your chances of a refund when the bankruptcy is settled.

Start today by calling your bank to block future charges. Then draft your certified letter and mail it within the next week. File your regulatory complaints within two weeks. These three actions alone position you to recover a significant portion of your investment from SmileDirectClub.

Contact information for your cancellation letter

Send your certified cancellation letter to:

SmileDirectClub, Inc. (Canadian operations / bankruptcy estate)
Bankruptcy Trustee's Office (confirm current address via search for "SmileDirectClub bankruptcy trustee Canada")
[Note: Company mailing address should be confirmed through the Official Receiver's office or the trustee's published contact list, as SmileDirectClub's previous Canadian offices are no longer operational.]

Keep a certified mail tracking receipt and proof of delivery as your permanent documentation.

Stopee has helped thousands of consumers navigate subscription cancellations and company shutdowns. If you need additional guidance, resources, or step-by-step walkthroughs, visit Stopee at stopee.com to access more Canadian consumer protection guides and cancellation strategies.