Refund Policy
Last updated: May 15, 2026
At-a-glance summary
| What you bought | Refundable? | Timeline |
|---|---|---|
| Damaged or lost shipment | Replacement or refund | Request within 7 days of delivery (or expected delivery for lost items) |
| Active subscription cancellation | Refund of upcoming charge | Cancel at least 7 days before the next renewal date |
| Consultation / visit fee — visit completed | Non-refundable | — |
| Consultation / visit fee — visit did not occur | Full refund | Within 30 days |
| Dispensed prescription medication | Non-refundable, non-returnable | — |
| Unopened non-prescription product | Refund (less shipping) | Request within 14 days of delivery |
1. Dispensed prescriptions are non-returnable
Federal and state pharmacy law prohibits returning, reselling, or redispensing prescription medications once they have left the pharmacy. For this reason, we cannot refund, exchange, or accept the return of any prescription that has been dispensed by our partner pharmacies and shipped to you, even if unopened. The only exceptions are described in Sections 2 and 3 below.
2. Damaged or lost shipments — within 7 days
If your order arrives damaged, is missing items, or never arrives, contact us within seven (7) days of the delivery date shown by the carrier (or the expected delivery date for a lost shipment).
To process a claim, we may ask you to provide:
- Your order number;
- Photos of the outer packaging and the damaged item(s);
- A short description of the issue.
If we confirm the damage or loss, we will at our discretion either ship a replacement at no charge or issue a refund to your original payment method. Replacements are typically the fastest option for prescription items because compounded medications cannot be re-shipped without pharmacy verification.
3. Consultation & visit fees
Consultation and visit fees pay your Provider for clinical time, intake review, and clinical decision-making — they are not contingent on whether a prescription is issued. As a result:
- If your visit occurred (synchronous video/voice visit, or asynchronous review of your intake by a Provider), the consultation fee is non-refundable, even if the Provider determines that you are not a candidate for the requested treatment.
- If your visit did not occur — for example, you were charged but never reviewed by a Provider, or a technical failure prevented the visit and we could not reschedule within a reasonable time — we will refund the consultation fee in full.
4. Subscription cancellation — within 7 days of renewal
You can cancel a subscription at any time through your online account or by emailing [email protected]. To prevent the next renewal charge, your cancellation must be received at least seven (7) days before your next renewal date. Cancellations received inside that 7-day window will take effect at the end of the current cycle, and the upcoming charge will not be refunded.
If a renewal has already shipped and the product has been dispensed when you cancel, the no-return rule for dispensed prescriptions in Section 1 applies.
If we charge you in error after you cancel, contact us right away — we will refund the erroneous charge in full.
5. Non-prescription products
Unopened, unused non-prescription products (such as supplements or skincare) may be returned for a refund within fourteen (14) days of delivery. Original shipping costs are non-refundable, and return shipping is your responsibility unless the product was damaged or sent in error. Opened items are not returnable for hygiene and safety reasons.
6. How to request a refund or replacement
Email [email protected] or call 941-417-8858. Include:
- Your full name and order number;
- What you are requesting (replacement or refund);
- A brief description of the issue, and photos where applicable.
Approved refunds are issued to the original payment method. Please allow up to 30 days for the refund to appear on your statement, depending on your bank or card issuer. We are limited to refunding one product per order unless we determine otherwise in our discretion.
7. Chargebacks
If you have an issue with a charge, please contact us first — we can resolve the vast majority of disputes more quickly than a chargeback can. Filing a chargeback for a charge that is consistent with this Refund Policy, our Terms of Service, and your subscription terms may result in suspension or termination of your account.
8. Exceptions & discretionary refunds
We may, at our sole discretion, issue refunds outside the rules described above in cases of genuine hardship, demonstrable error on our part, or other circumstances where we believe a refund is appropriate. Issuing a discretionary refund in one case does not obligate us to do so in any other case.
9. Other policies that may apply
This Refund Policy is incorporated into our Terms of Service by reference. It should be read together with our Privacy Policy and Telehealth Consent. Where this Refund Policy conflicts with our Terms of Service, this policy controls — only with respect to refunds.