When am I charged?
When you complete intake, a temporary authorization hold is placed on your payment method. This verifies your card is valid and ensures there's no delay between approval and processing. When your provider approves your prescription, that hold converts to a full charge.
What if I'm not approved?
If your provider determines you're ineligible, the hold is released and no charge is collected.
One exception: if lab work was ordered as part of your evaluation (for example, bloodwork for a TRT review that comes back with normal-to-high levels), the cost of those labs will not be refunded. You received the test.
Can I get a refund on my medication?
Initial Order: Our pharmacies move quickly. Fulfillment begins immediately upon prescriber approval, and it may be impossible to cancel the order. If we are able to accommodate such a request, a $100 cancellation/consultation fee will apply, as that portion of service was rendered. If a tracking number has been generated, or the order has otherwise been dispensed/shipped, the order cannot be cancelled.
Refills: Cancellations are accepted up to 48-hours prior to your refill date.
Subscription renewals:
Your subscription renews automatically on a monthly, quarterly, or semi-annual basis depending on your plan. You'll receive a reminder before each renewal. To avoid being charged for the next cycle, changes or cancellations must be made at least 48 hours before your renewal date. Manage your plan at my.respondwell.health under Manage Plan > Subscription, or message support.
Your upcoming refill date is clearly displayed in your patient portal. RespondWell also sends advance email and SMS reminders before the scheduled refill date so you have an opportunity to review, reschedule, or cancel the refill.
Cancellation requests must be submitted at least 48 hours before the scheduled refill date to qualify for a refund to the original payment method.
Requests received within 48 hours of the scheduled refill date are not guaranteed. We will attempt to stop the order, but cancellation depends on whether the pharmacy is still able to remove it from its fulfillment workflow. If a late cancellation request is successfully accommodated, the amount paid will be issued as a RespondWell platform credit rather than refunded to the original payment method.
If the order cannot be stopped, it is not eligible for cancellation, refund, or platform credit. An order may become noncancelable before tracking information is available.
To request a cancellation, contact us immediately.
Approved refunds generally appear on the original payment method within five to seven business days, depending on your financial institution. Platform credits may be applied toward a future eligible RespondWell purchase.
Returns:
Once your prescription has been dispensed and shipped, it cannot be returned or refunded. This isn't a policy choice — it's the law. Prescription medications cannot be returned to the pharmacy once they leave. This applies regardless of whether you used the medication, changed your mind, or experienced side effects.
If you have a clinical concern about your medication, contact your care team. If there's a fulfillment error (wrong medication, damaged shipment, missing supplies), contact support immediately and call the dispensing pharmacy.
What payment methods are accepted?
Major credit and debit cards (Visa, Mastercard, American Express, Discover) and FSA/HSA. Payment is processed through Stripe.
Insurance:
RespondWell services are cash-pay only. We do not accept insurance, Medicare, or Medicaid. If you are a Medicaid beneficiary, you may not use the platform for cash-pay services where prohibited by applicable law.
Billing questions:
Contact support via chat or email: [email protected].