When am I charged?
When you complete intake, a temporary authorization hold is placed on your payment method. This verifies your card and avoids delays once you’re approved. When your provider approves your prescription, the hold converts to a full charge.
After that, your plan renews automatically. You’re charged on your refill date, which appears in your Patient Portal and in your most recent order confirmation email. Monthly plans renew around day 25 and quarterly plans around day 85, so the pharmacy has time to ship your next supply before you run out.
What if I’m not approved?
If your provider determines you’re not eligible, the hold is released and you aren’t charged. Released holds usually appear within 2–5 business days, depending on your bank.
One exception: lab work is nonrefundable. If labs were ordered as part of your evaluation (for example, bloodwork for a TRT review that comes back with normal-to-high levels), that cost isn’t refunded, because the test was performed.
You can ask questions or share more detail:
A denial doesn’t have to be the end of the conversation. You can message your provider through the portal to ask why you were denied or to share more detail. For example, if your intake only said you take Warfarin, you could tell your provider how long you’ve been on it, whether your INR has been stable, and whether you’ve had any problems with bruising or bleeding. Your provider may reconsider based on the new information.
Don’t create a new account
Denials are made for your safety, so please message your provider instead of creating a new account to resubmit an intake. A $100 consultation fee applies, and your account may be terminated, if you:
Create duplicate accounts
Provide intentionally inaccurate intake information
Create additional accounts to get pricing or promotions you aren’t eligible for
Can I cancel my first order?
No. Your first order is final once you submit your intake form, or once your phone or video visit is completed if one is required. The late-cancellation courtesy described below applies to refills only, not first orders. If you’re not approved, see above.
Before you order
Place your order only when you’re sure you want to go ahead, and review your selections carefully at checkout. Check your confirmation email as soon as it arrives, and contact us immediately if anything looks wrong.
If you know you’ll be out of town, wait to order: Don’t place a first order right before travel, unless you can ensure someone will be able to retrieve your package and refrigerate it if necessary.
Canceling a refill: the 48-hour rule
Changes or cancellations must be made at least 48 hours before your refill date.
48+ hours before your refill date: The change takes effect for that cycle, and any eligible amount already paid is refunded to your original payment method.
Less than 48 hours before: We’ll try to stop the refill, but we can’t guarantee it. If we succeed, the eligible amount is issued as a RespondWell platform credit, not a refund. If the refill can’t be stopped, it isn’t eligible for a refund or credit.
Thinking of restarting later? Pause instead of canceling. Canceling may void your prescription, which means a new intake and visit to restart.
What about multi-month plans?
If you cancel a 3-, 6-, or 12-month plan, your remaining balance is issued as a platform credit, not a refund. We charge the regular monthly price (not the bundle or introductory price) for each month of medication already received or ordered, then deduct a $100 consultation fee. The rest is credited to your account.
Example: $900 for a 6-month plan, regular price $199/month, 2 months received:
$900 − (2 × $199) − $100 = $402 credit.
Refunds and credits
Approved refunds go back to your original payment method and usually appear within 5–7 business days, depending on your bank. Platform credits can be used for future RespondWell purchases. They have no cash value and can’t be transferred.
Returns
Once your medication has been ordered, it can’t be returned or refunded. Pharmacy laws prohibit returning prescription medications for reuse or resale. This applies whether or not you used the medication or changed your mind.
If you have to stop treatment for medical reasons, contact your care team. If a licensed provider determines that continuing is medically contraindicated and our clinical team approves, we may issue a platform credit for the unused portion of your plan, calculated the same way as for multi-month plans.
Something wrong with your shipment?
If you receive the wrong medication or strength, a damaged package, medication that may have been compromised by temperature, or a package that’s missing items, contact support within 24 hours of delivery and include photos.
Keep the medication and all packaging until we confirm they’re no longer needed. We’ll review the issue with the pharmacy and, if it’s verified, coordinate a replacement.
Issues reported after 24 hours, or caused by address errors, delivery changes you requested, or improper storage after delivery, aren’t eligible.
Plan to be available for delivery:
Orders can ship quickly after approval, and your shipping address can’t be changed after you order. We’ll send tracking as soon as it’s available, and it’s your responsibility to monitor your package's progress. If you’re already in a refill cycle, or an order is already in progress:
Update your address before ordering, or at least 48 hours before your refill date.
Request a hold date by messaging support. We’ll ask our pharmacy to hold your order and delay shipping. Holds aren’t guaranteed — once an order is too far into fulfillment, the pharmacy won’t pull it — and first-time orders are the hardest to hold since they’re usually already in process. Refill holds need at least 48 hours’ notice.
Ask someone to bring it inside. If you won’t be home on delivery day, have a friend, family member, or neighbor bring the package inside and put refrigerated medication in the fridge.
Packages that aren’t retrieved promptly, or that are rerouted or rescheduled through UPS My Choice, FedEx Delivery Manager, or similar services, aren’t eligible for replacement. Any change you make with the carrier can reset the delivery date and voids the carrier’s delivery commitment to us. Many of our injectable medications ship cold-chain — if a temperature excursion happens because of a carrier change you initiated, neither RespondWell nor the carrier is responsible for a refund or replacement.
No guarantees on results
No medication works for everyone, and treatment results and timelines vary from person to person. Responsible medical care means being honest about that uncertainty. In keeping with that principle, we don’t promise specific outcomes or timelines, or offer money-back guarantees, satisfaction guarantees, or warranties on prescription treatment. Our commitment is to provide care guided by clinical judgment and your individual needs.
As with any brick and mortar pharmacy, we don’t accept medication returns or offer refunds simply because a treatment didn’t work or you changed your mind. The refund and credit policies outlined in our billing policy govern eligibility for any refund or credit. If your treatment isn’t working or you’re experiencing side effects, message your care team. Your provider can help assess your response and discuss next steps.
Payment disputes
Before filing a chargeback, please contact us through your portal or at [email protected] so we can resolve the issue.
For full terms, see our Billing & Refund Policy.