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Clarification on Potential Double Billing – PostureScreen Subscriptions via Apple or Google Play

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Clarification on Potential Double Billing – PostureScreen Subscriptions via Apple or Google Play

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We completely understand how frustrating it can be to see multiple charges and want to help clarify what may be happening.

🔍 Important Note on Subscriptions

We do not handle billing for PostureScreen subscriptions purchased through the Apple App Store or Google Play Store. All billing, receipts, and account management for these platforms are controlled directly by Apple or Google, and unfortunately, we do not have any visibility or access to customer account information on their systems.

❗ Why It May Look Like a Double Charge

Most cases of perceived duplicate billing turn out to be related to multiple Apple or Google accounts being used across different devices by office staff. Even if both subscriptions are charged to the same credit card, Apple or Google sees each account as a separate individual.

This means:

  • Two different Apple IDs or Google accounts = Two separate subscriptions
  • This often occurs when a new device is set up with a new account without realizing the long-term consequences

It’s similar to contacting Samsung about a double charge from Walmart—they make the device, but they don’t control retail billing. We are in the same position with Apple and Google—we provide the app, but they handle all transactions and user account access.

✅ How to Check and Manage Your Subscriptions

If You Use Apple Devices (iPhone or iPad):

📝 Apple handles all refunds directly. Be sure to explain clearly why you’re requesting a refund. Apple will then evaluate your request and notify you of their decision.

If You Use Android Devices:

📱 Best Practices Moving Forward

To avoid these situations in the future:

  • Always use the same Apple ID or Google account across all clinic devices
  • If different staff members set up devices, confirm they are using the original account
  • Keep a record of which account was used for the subscription

🔁 You may use one subscription across multiple devices—as long as they are signed into the same Apple or Google account. However, data is not shared between devices unless you are also using our optional cloud service.

We hope this information helps clear things up. Please don’t hesitate to reach out if you have further questions—we’re happy to help however we can (within the limitations of what Apple and Google allow us to access).

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