Our team is always happy to make changes for you, and is just a message away.
How do I switch medications or plans?
Go to Manage My Plan > Select the corresponding treatment > My Plan in your portal, or message support.
If you want to add a new treatment in a different category, you can start a new intake through your portal under the "Explore" tab or at respondwell.health — just make sure to use the same email address already on file so your accounts stay linked.
Can I request an early refill?
If you have remaining refills, yes. Go to Manage My Plan > Select the corresponding treatment > Manage > Place an order, or message support.
How do I resume my plan?
Paused treatment plans are marked as inactive. Navigate to Manage My Plan and select the "Paused" filter. Select the corresponding treatment, and click reactivate.
Click Manage my Plan > Paused > Select the Corresponding Treatment > Reactivate.
To request an immediate refill, click "Place an order."
How do I update my address or payment method?
Log into my.respondwell.health and go to Manage Account > Billing & Shipping. Update your card before your next renewal date to avoid a failed payment and treatment interruption.
What happens if a payment fails?
You'll receive a notification and a retry attempt. If payment is not resolved within 7 days, your subscription will be paused and your next shipment will be held until billing is updated. Need to reactivate? See: How do I resume my plan? above.
Can I pause instead of cancel?
Yes. Go to my.respondwell.health under Manage My Plan > Select the corresponding treatment > My Plan, or contact support. Your provider does not need to approve a pause, though we encourage you to loop them in — stopping and restarting treatment can have clinical implications worth discussing. Also consider the beyond-use (BUD) date of your medication – many injectables are only considered safe to use for up to four weeks after the initial puncture.
TriMix patient? Read more about pausing here.
How do I cancel?
You can cancel through my.respondwell.health under Manage My Plan > Select the corresponding treatment > My Plan, or by messaging support. Cancellations must be submitted at least 48 hours before your next renewal date to take effect for that cycle.
If you think you may want refills in the next 6-11 months, set an indefinite pause instead, or message support. Using the 'cancel' button may cause our EHR to void the prescription entirely, meaning future refills would require an entire questionnaire and new virtual visit.
Important: term commitments apply. If you purchased a multi-month plan (quarterly, semi-annual, or annual), cancellation does not entitle you to a cash refund for unused months. At our discretion, we may issue a prorated platform credit for services not yet rendered, calculated as: total paid minus the cost of medication already dispensed and shipping costs incurred, minus a $100 consultation fee, minus any incurred lab costs. Platform credits can be applied to future treatment — they are not refunded to your original payment method. Medical discontinuations (if approved) also result in a platform credit, not a cash refund.
What happens to my prescription if I cancel?
If your prescription has already been dispensed and shipped, you'll receive your current order. Cancellation prevents future renewals — it does not recall anything in transit.
If your prescription has been approved but not yet sent to the pharmacy, contact support immediately. We work fast — provider reviews typically happen within 4 hours and new orders are prioritized at the pharmacy. There is no 48-hour window for new orders the way there is for renewals, so act quickly. If we're able to stop a new order before it enters pharmacy processing, we will; however, a $100 consultation fee will be deducted from any applicable refund, as the provider review was already completed and paid for on our end. Cancellation of new orders is never guaranteed.