Manage your plan at my.respondwell.health under Manage Plan > Subscription, or contact support.
How do I switch medications or plans?
Go to Manage Plan > Subscription in your portal, or message support. Your provider will be notified of any treatment changes. If you want to add a new treatment in a different category, you can start a new intake through your portal or at respondwell.health — just make sure to use the same email address already on file so your accounts stay linked.
How do I update my payment method?
Log into my.respondwell.health and go to Manage Plan > Billing. Update your card before your next renewal date to avoid a failed payment and service interruption.
What happens if a payment fails?
You'll receive a notification and a retry attempt. If payment is not resolved within 3 days, your subscription will be paused and your next shipment will be held until billing is updated.
Can I pause instead of cancel?
Yes. Go to my.respondwell.health under Manage Plan > Subscription, 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.
How do I cancel?
You can cancel through my.respondwell.health under Manage Plan > Subscription, or by messaging support. Cancellations must be submitted at least 48 hours before your next renewal date to take effect for that cycle.
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 $30 consultation fee, minus any incurred lab costs. Platform credits can be applied to future treatment — they are not refunded to your original payment method.
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. If we can't, a $30 consultation fee will still apply, as that provider review was already completed and paid for on our end.