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?
No. 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.
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.
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].