Our team is always happy to make changes for you, and is just a message away.
How do I make changes to my plan?
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.
From the homepage: Click "Request a refill" in the quick actions bar.
From the Manage Plan page: Manage Plan > Select the corresponding treatment > Manage > Place an order
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.
How do I cancel?
You can cancel at my.respondwell.health by going to Manage My Plan > [your treatment] > My Plan, or by messaging support. To take effect for the current cycle, cancellations must be submitted at least 48 hours before your next refill date.
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.
Multi-month plans. If you cancel a 3-, 6-, or 12-month plan, you won't receive a cash refund for unused months. Any remaining balance is issued as a platform credit. 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, and the rest is credited to your account. Platform credits can be used toward future treatment and can't be refunded to your original payment method. Approved medical discontinuations are calculated the same way and also result in a platform credit.
What happens to my prescription if I cancel?
Canceling stops future refills. It doesn’t stop an order that’s already been placed or recall anything in transit.
First orders: First orders are final once you submit your intake form, or once your phone/video visit is completed if one is required. They aren’t eligible for late cancellation. Provider reviews usually happen within 4 hours, and new orders are prioritized at the pharmacy, so please place your order only when you’re sure.
Refills: Cancellations must be submitted at least 48 hours before your refill date to take effect for that cycle. If you cancel later than that, we may attempt to stop the refill, but we can’t guarantee it. If we succeed, the eligible amount is issued as a platform credit, not a refund.
Consistent with state and federal pharmacy laws/regulations, medications are final sale and returns are not accepted under any circumstances.
See our Billing and Refund Policy for full terms.