A charge labeled “Noom Inc” or “sub.noom.com” on your bank or credit card statement is a subscription payment to Noom, a weight-management and health app based in New York. It almost always comes from one of two situations: a free trial or discounted introductory plan that converted to a paid subscription, or an auto-renewal of a plan you signed up for earlier. The amount on your statement points to which plan is involved, and you can cancel the subscription, and in some cases request a refund, through the steps below.
What Noom Is Billing You For
Noom sells two main product lines. Noom Weight is a psychology-based coaching and food-tracking program, with plans that range from $70 for a single month to $209 for a full year; common mid-range options include $129 for two months and $159 for three months.1Noom. Noom Plan Pricing and What to Expect Noom Med pairs the app with prescription medications and costs more: the GLP-1Rx program starts at $129 for the first four weeks and runs $279 per month afterward, and the Microdose GLP-1Rx program starts at $79 and moves to $199 per month.2Noom. Noom Med Pricing Menopause care (HRTRx) plans start at $69 to $99.3Noom. Noom Cost Add-ons for extra features or products are billed separately and can show up as a second line item on the same statement.4Noom. Understanding Noom Charges, Billing, and Receipts
Why the Charge Showed Up Unexpectedly
The most common cause is auto-renewal after a free trial or an introductory period. Noom’s terms of service say the payment method on file is charged immediately when a trial ends unless the subscription is canceled first, and the company does not send a separate warning before the trial expires “unless required by law in particular instances or jurisdictions.”5Noom. Terms and Conditions of Use After that, subscriptions renew automatically at the end of each billing period at the then-current price.
The second common surprise is the size of the first charge. Noom markets monthly rates but bills multi-month packages upfront. In a 2020 warning, the Better Business Bureau said consumers who expected monthly costs of $20 to $40 were instead charged $120 to $180 or more in a single transaction.6Good Morning America. BBB Warns Consumers About Diet App Noom
One more thing to check: how you signed up. If you subscribed through the Apple App Store or Google Play, the charge may route through Apple or Google rather than appearing as “sub.noom.com,” and you have to cancel through that store’s subscription settings rather than through Noom.7Noom. How to Cancel Your Noom Subscription or Trial
How to Cancel the Subscription
Deleting the app does not cancel the subscription. You have to cancel through one of three channels:8Noom. How to Cancel Your Noom Subscription or Trial
- In the app, tap your profile picture, open Settings, select Manage Subscription, and follow the prompts.
- On the web, log in at account.noom.com and click Cancel Subscription.
- If you subscribed through Apple or Google, open the subscription settings on your device and cancel there.
To avoid the next charge, cancellation must be completed before 11:59 p.m. Eastern time on the day before the next billing date.5Noom. Terms and Conditions of Use You keep access through the end of the current billing cycle regardless of when you cancel.
How to Request a Refund From Noom
Noom’s standard policy allows a refund on an initial subscription charge if you request it within 14 days of the purchase. Renewal charges are not eligible under that policy. For Noom Med programs, refunds are unavailable once a prescription has been written, and the telehealth-for-branded-meds program carries a shorter seven-day window.9Noom. Noom Refund Policy
Submit the request through the in-app chat or the contact form on Noom’s support page, and have the charge date and the reason ready.10Noom. Contact Support Consumer complaints to the Better Business Bureau indicate the company sometimes offers subscription credits rather than cash refunds, so be explicit about wanting your money back.11Better Business Bureau. Noom Inc Customer Reviews Page 36
Disputing the Charge With Your Bank
If Noom refuses a refund, you can dispute the charge with your credit card issuer. Under the Fair Credit Billing Act, you can notify the card company of a billing error, including a charge for a subscription you believe you canceled, by sending a written dispute to the issuer’s billing inquiry address within 60 days of the statement showing the charge.12Federal Trade Commission. Using Credit Cards and Disputing Charges Include your account number, the disputed amount, and a short description of the problem, along with supporting documents such as a cancellation confirmation email.
The issuer has to acknowledge the dispute within 30 days and resolve it within 90 days. You can withhold payment on the disputed amount during the investigation, and the issuer cannot report that amount as delinquent.12Federal Trade Commission. Using Credit Cards and Disputing Charges If the ruling goes against you, you can appeal, and you can file a complaint with the Consumer Financial Protection Bureau online or by phone at (855) 411-2372.13Consumer Financial Protection Bureau. How Can I Get a Refund on a Product or Service I Purchased With My Credit Card
Debit card disputes work differently and typically offer weaker protections than the Fair Credit Billing Act provides for credit cards; contact your bank directly to ask about its chargeback process.
What a 2022 Settlement Changed About Noom’s Billing
Noom’s auto-renewal practices were the subject of a class-action lawsuit, Mahood et al. v. Noom, Inc., filed in 2020 in the Southern District of New York. Plaintiffs alleged Noom marketed its program as “risk free” without adequately disclosing that users would be automatically enrolled in a subscription and charged non-refundable fees of up to $199 when the trial ended, and that the stated way to cancel (“simply let your coach know”) did not actually stop billing.14Truth in Advertising. Noom Weight Loss App Former customers reported unauthorized charges ranging from $45 to nearly $450.15Stateline. It Turns Out State Lawmakers Hate Auto-Renew Contracts Too
The court granted final approval of the settlement in July 2022. Noom agreed to pay $56 million in cash plus $6 million in subscription credits, for a total value of $62 million.16Reuters. Noom Diet App Reaches $62 Mln Settlement Over Automatic Subscription Renewals Beyond the money, Noom agreed to specific practice changes over a two-year period: a checkbox for explicit consent before auto-enrolling users after a trial, clearer pre-purchase disclosures, a cancel button on account pages, automatic disabling of auto-renewal for users inactive for 12 months, and reminder emails before the first renewal on plans of three months or more, plus electronic receipts for every subscription charge.17Wittels Law. Noom Weight Loss Program Auto-Enrollment Class Action If you did not receive a renewal reminder on a plan of three or more months, or you cannot locate a receipt for the charge, that may itself be useful evidence in a refund request or a dispute.