Cancellation and refunds
Understand the terms before a charge is made.
No payment is collected during the public assessment. If a treatment plan is offered, its final price, renewal schedule, cancellation window, and refund terms must be shown before payment.
Last updated September 2, 2026
Before registration and checkout
Starting or leaving the pre-registration assessment does not create a paid plan and does not generate a charge. Public prices are starting prices, not a final quote.
Plan-specific terms
Before authorizing payment, review the medication and formulation, dispensing pharmacy, amount due now, recurring amount, billing date, included services, cancellation deadline, and refund eligibility. The terms accepted at checkout control that purchase if they are more specific than this page.
Cancellation
An active recurring plan can be cancelled through the patient account or its secure support channel. Submit the request before the next processing deadline displayed for the plan. Cancellation normally stops future renewals; it does not automatically reverse services already provided, pharmacy work already started, or a charge already processed.
Clinical ineligibility
A licensed provider may decline to prescribe or may determine that treatment should stop. Any refund available after a clinical ineligibility decision depends on the checkout terms, services already provided, and whether pharmacy fulfillment has begun. The applicable decision and amount should be shown in the patient account.
Prescription medication
Prescription medication generally cannot be returned for reuse or resale after it has been dispensed or shipped. A change of mind, unused dose, or expected side effect does not by itself create a right to return medication. Contact the care team about medical concerns and follow the pharmacy's disposal instructions.
Damaged, incorrect, or missing shipments
Inspect a shipment promptly. Report damage, an incorrect product, temperature concern, or a missing delivery through the patient account as soon as possible. Keep the packaging and photographs if it is safe to do so. The dispensing pharmacy determines whether replacement or another remedy is appropriate.
Refund timing
When a refund is approved, it is sent to the original payment method. Posting time depends on the payment processor and financial institution. The patient account should record the approved amount and date.
Questions
Use the secure support channel in the patient account for a plan, charge, cancellation, or shipment request. Include the order or charge date, but never send full payment-card details in a support message.