General rule
Refund and cancellation eligibility depends on the type of purchase, whether clinical review has started, whether a prescription or pharmacy order has been submitted, whether a product has shipped, and any specific terms shown at checkout. Requests must be submitted to [email protected] and may require identity verification.
Medical review and visit fees
Fees for medical review, provider visits, asynchronous evaluation, care planning, or clinical work may become non-refundable once the provider or care team has started reviewing the intake or delivering the service.
Prescription, pharmacy, and shipped orders
Orders submitted to a pharmacy may be non-refundable because prescription fulfillment can begin quickly and because medical products require chain-of-custody, temperature, sterility, and safety controls. Once medication or a medical product ships, returns are generally not accepted. Shipping issues are reviewed based on carrier records, pharmacy policy, product type, safety rules, and the circumstances of delivery.
Subscriptions and renewals
A cancellation stops future renewals when submitted before the renewal or pharmacy processing deadline shown at checkout or in your account. If no deadline is shown, submit the request at least seven days before the next billing date to allow processing. Cancellation does not automatically refund prior charges, completed services, pharmacy orders, shipped products, or unused portions unless a specific offer says otherwise.
Appointments and missed visits
If appointment scheduling is offered, rescheduling or cancellation should be completed at least 24 hours before the appointment time. Late cancellations or missed visits may be subject to a fee if disclosed at checkout or scheduling.
Billing errors, guarantees, and refund timing
If you believe there was a duplicate charge or billing error, contact support promptly with the account email, charge date, amount, and last four digits of the payment method. Any money-back guarantee, promotional refund, or outcome-based offer applies only if the written offer terms are satisfied. Approved refunds are usually sent to the original payment method, and bank or processor timelines may affect when funds appear.