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Refund & Cancellation Policy

Effective Date: [EFFECTIVE DATE]

This Refund & Cancellation Policy explains when Onsavo orders, consultations, and subscriptions can and cannot be refunded, and how to cancel. It applies to all purchases made through onsavo.com (the "Platform"), operated by [ONSAVO LEGAL ENTITY] ("Onsavo," "we," "us," or "our").

Onsavo is a self-pay telemedicine platform. Independent, state-licensed providers affiliated with [AFFILIATED MEDICAL GROUP] review your health questionnaire and other intake information and, when clinically appropriate, may issue a prescription. Prescriptions are filled and shipped by our partner compounding pharmacy, [COMPOUNDING PHARMACY]. Because we handle prescription and compounded medications, some of the rules below differ from ordinary online retail.

Compounded medications are not FDA-approved and have not been reviewed by the FDA for safety, effectiveness, or quality.

1. Prescription and Compounded Medications Are Non-Returnable and Non-Refundable Once Dispensed or Shipped

Once a prescription medication — including any compounded GLP-1, NAD+, peptide, testosterone, hair, or hormone-support product — has been dispensed or shipped by the pharmacy, it cannot be returned, exchanged, or refunded. This is true even if the product is unopened or unused.

This is a patient-safety and regulatory requirement, not a business preference. Federal and state pharmacy law and board regulations generally prohibit a pharmacy from accepting the return of, reusing, restocking, or reselling a dispensed prescription medication, because the pharmacy cannot verify how a product was stored or handled once it leaves its custody. Compounded medications are prepared specifically for an individual patient based on a prescription, which makes them non-returnable.

Please do not mail medication back to us or to the pharmacy expecting a refund; returned medication will be destroyed in accordance with pharmacy policy and applicable law and is not eligible for credit.

If you no longer wish to continue treatment, you can still cancel your subscription to stop future orders and charges — see Section 4. Cancelling stops what hasn't shipped yet; it does not refund medication that has already been dispensed or shipped.

2. When Refunds Are Available

We issue refunds in the following situations:

  • You are not found medically eligible. If, after reviewing your intake, a provider determines that treatment is not appropriate for you and does not issue a prescription, you will not be charged for the medication. If you prepaid for a medication or program you cannot receive, that medication portion is refunded. (See Section 3 for how the consultation/membership fee is handled.)
  • You cancel before the pharmacy dispenses your order. If you cancel an order before the pharmacy has dispensed or shipped it, you are eligible for a full refund of that order. Once dispensing begins, the medication becomes non-refundable under Section 1, so timing matters — contact us as early as possible.
  • Your product arrives damaged, incorrect, or defective. If your order arrives damaged in transit, is the wrong item, or is defective, contact us within 7 days of delivery. Please keep the product and packaging and, where possible, send photos. After we verify the issue, we will arrange a replacement or a refund at no additional cost to you. Do not use a product you believe is damaged or defective.

To request any refund under this section, follow the steps in Section 8. Refunds for medical-eligibility and dispensing decisions are coordinated between Onsavo and the pharmacy; please allow time for that review.

3. Consultation and Membership Fees

Onsavo's pricing covers an asynchronous telemedicine consultation (a provider's clinical review of your intake) in addition to any medication. The work of that clinical review has value whether or not a prescription is issued.

  • If a provider reviews your intake and you are not found eligible, the medication portion of your payment is refunded as described in Section 2. The consultation/membership fee covering the completed provider review is generally non-refundable, because the medical service was already performed.
  • If you are charged but no provider has yet reviewed your intake, you are eligible for a full refund of the consultation/membership fee.
  • Membership or program fees that bundle ongoing provider access and check-ins are charged for the period of access they cover and are non-refundable once that period has begun, except where required by law.

If you believe a consultation fee was charged in error, contact us (Section 8) and we will review it.

4. How to Cancel a Subscription and the Cancellation Window

Onsavo treatments are sold as subscriptions that bill monthly. Your subscription renews automatically each month until you cancel.

To avoid being charged for your next month, you must cancel at least [X] days before your next monthly billing date. Cancelling within the [X]-day window before a billing date may not stop that month's charge or the order tied to it, because the pharmacy may already have begun preparing your next shipment.

You can cancel at any time using any of these methods:

  • Email [SUPPORT EMAIL] with the subject line "Cancel Subscription."
  • Call [BUSINESS PHONE] during business hours.
  • Manage your subscription in your account dashboard on onsavo.com, if subscription management is enabled for your account.

Please include the name and email address on your account so we can locate your subscription. We will confirm your cancellation in writing. If you do not receive a confirmation, your cancellation may not have been processed — please follow up with us.

5. Effect of Cancellation

When you cancel, you are stopping future monthly renewals.

  • Your cancellation stops billing and shipments for billing periods that have not yet started.
  • You keep access to any provider support and services through the end of the period you have already paid for. We do not prorate or refund the remainder of a paid period simply because you cancelled mid-cycle.
  • Any medication already dispensed or shipped remains non-refundable under Section 1.

Cancelling your subscription does not by itself close your Onsavo account or delete your records; account and data matters are addressed in our Privacy Policy.

6. Refund Method and Processing Timeframe

When a refund is approved, we issue it to the original payment method used for the purchase. We cannot refund to a different card or account.

After a refund is approved, please allow 5–10 business days for it to be processed on our side. Once issued, it may take additional time — typically a few business days, depending on your bank or card issuer — for the credit to appear on your statement. We will confirm by email when a refund has been issued.

7. Chargebacks

If you believe a charge is incorrect, please contact us first (Section 8) — we can usually resolve billing questions quickly and directly.

Filing a chargeback or payment dispute with your bank instead of contacting us can delay resolution, and we may need to share order, consultation, and shipping records with your payment provider to respond. Because dispensed and shipped medications are non-refundable under Section 1, a chargeback does not change the non-returnable status of medication you have already received. We reserve the right to dispute chargebacks that conflict with this policy and to suspend service on accounts with unresolved disputes.

8. How to Request a Refund or Cancellation

To request a refund, cancel a subscription, or ask a billing question, contact us:

  • Email: [SUPPORT EMAIL]
  • Phone: [BUSINESS PHONE]
  • Mail: [BUSINESS MAILING ADDRESS]

Please include the name and email address associated with your account and your order or subscription details so we can help you quickly. For damaged, incorrect, or defective items, contact us within the 7-day window described in Section 2 and keep the product and packaging.

How This Fits With Our Pricing Promises

We keep our billing transparent and consistent with the commitments made elsewhere on our site:

  • No hidden fees. The price you see at checkout is what you pay for your subscription. We do not add surprise charges, restocking fees, or cancellation penalties. The only charges are your disclosed monthly subscription price and any order you affirmatively place.
  • Same Price at Every Dose. Your monthly subscription price does not change if your provider adjusts your dose. A dose change is not an upcharge and does not create a new fee. This pricing promise affects what you are billed; it does not change the refund rules above — in particular, dispensed and shipped medications remain non-returnable and non-refundable regardless of dose.

This is a template for [ONSAVO LEGAL ENTITY]; have qualified counsel review before publishing.