Billing & Refund Policy

1. Shipping

Shipping Area

RespondWell ships prescription orders within the United States only. International orders are not accepted.

Estimated Timing

• Average provider review time: 4 hours. Provider coverage is 7 days a week, 8 a.m.–11 p.m. ET (5 a.m.–8 p.m. PT).
  • Synchronous visit states (AR, GA, LA, MS, NM, TN, VA, WV): Your provider will contact you to schedule a phone or video call at a mutually convenient time. For orders placed before 3 p.m. ET, we aim to complete the call on the same day; otherwise, generally within 24 hours.
• Total time from approval to delivery: 4–7 business days (includes pharmacy prep and shipping)
• Weekend cutoff: Prescriptions approved between 3 p.m. ET Thursday and the end of Sunday typically ship the following business week
• Shipping cost: Free on all orders

Delivery estimates are not guarantees. Provider review timing depends on when a provider licensed in your state is online. If your state requires a phone or video visit, review takes longer and depends on finding a time that works for both you and the provider. Pharmacy processing, prescription verification, medication availability, carrier delays, holidays, weather, and other circumstances may also affect fulfillment and delivery times.

Processing and Delivery

Orders are not typically shipped on weekends or federal holidays.

Certain medications require temperature-controlled shipping. When applicable, expedited shipping, insulated packaging, cold packs, or other protective materials may be used at no additional charge. The weekend cutoff above helps temperature-sensitive orders avoid weekend transit, though our pharmacy partner may occasionally ship for Saturday delivery at their discretion when carrier timing allows.

During periods of high volume, or when additional clinical or pharmacy review is required, processing may take longer. Processing or shipping delays don’t qualify for a refund, compensation, or cancellation once an order is final (see Section 2). If RespondWell becomes aware of a significant delay, we may contact you by email, SMS, phone, or through your patient portal.

Shipment Confirmation and Tracking

A shipment confirmation containing tracking information is sent once tracking becomes available. Tracking activity may take up to 24 hours to appear after the carrier receives the shipment.

Taxes

Applicable state and local taxes, when required, are the responsibility of the patient.

Packaging

Orders are shipped in plain packaging. Medication names and treatment categories do not appear on the exterior of the shipment.

Because orders are routed to licensed pharmacy partners nationwide, your medication, vial, labeling, and packaging may look different from the photos or depictions on our website, social media, or other materials, and may vary between fills. Vials are often larger than the volume of medication they contain, so a correctly filled vial may appear partially full.

2. Billing, Cancellations, and Refunds

Prescription Medications: Final Sale

All prescription medication sales are final, subject only to the limited exceptions described in this policy.

Pharmacy laws and regulations generally prohibit returning prescription medications for reuse or resale once they have been ordered for a patient. These rules protect patient safety and medication integrity.

Your medication is considered ordered, and your order becomes final, at these points:

• First-time orders: When you submit your intake form or, if a phone or video visit is required, when that visit is completed. If a licensed provider does not approve treatment, the terms under If Treatment Is Not Approved apply.
• Refill orders: At least 48 hours before your scheduled refill date. Cancellation requests must be submitted before then.

Refunds are available only for your current billing cycle, and only if your medication has not yet been ordered at the time of your request. No refunds are issued for past billing cycles.

Once a prescription is in process at the pharmacy, attempts to modify or cancel it disrupt fulfillment for that order and for every other patient waiting on theirs, so in-process orders will not be modified or canceled, except as described under Canceling a Refill.

Managing Your Plan

You can manage your plan 24/7 in the Patient Portal under Manage Plan. Available options include pausing or reactivating your plan, rescheduling a refill, requesting an early refill, changing medications or plans, updating billing and shipping information, and canceling.

You may also request changes by emailing support@respondwell.health or messaging support through the Patient Portal.

Changes affecting an upcoming refill must be submitted at least 48 hours before your scheduled refill date.

Automatic Refills and Billing

Treatment plans include automatic refills and recurring billing. Your next refill date is shown in your Patient Portal, and your payment method is charged on that date.

To allow time for pharmacy processing and shipping, monthly plans renew on/around day 25 of the treatment cycle, and quarterly plans renew on/around day 85. Your payment may therefore be processed before your current medication supply runs out.

RespondWell sends email and SMS reminders before scheduled refills. You are responsible for monitoring your refill date and keeping your contact information, payment details, and communication preferences up to date.

You may pause or cancel future refills at any time, subject to the cancellation deadlines in this policy.

Canceling a Refill

To cancel an upcoming refill, use Manage Plan in the Patient Portal, email support@respondwell.health, or send a message to support through the portal. Canceling future refills does not cancel an order already in progress.

Requests submitted at least 48 hours before the refill date: Cancellation takes effect for that refill cycle. Any eligible payment already collected for that cycle will be refunded to the original payment method, subject to the terms for multi-month plans below.

Requests submitted less than 48 hours before the refill date (refill orders only): As a courtesy, RespondWell may attempt to stop a refill order, but this is not guaranteed. If the refill is too far into fulfillment, it can’t be stopped. Late refill cancellations are not eligible for a refund to your original payment method. This courtesy does not apply to first-time orders, which become final as described under Prescription Medications: Final Sale.

• If we cannot stop the refill, no cancellation, refund, return, or RespondWell platform credit is available for that medication.
• If a late refill cancellation succeeds, any eligible amount already paid will be issued as a RespondWell platform credit, rather than a refund to the original payment method.
• The absence of a tracking number does not mean an order can still be stopped. However, once a tracking number has been generated, an order cannot be canceled under any circumstances.

If Treatment Is Not Approved

If a licensed provider does not approve your treatment request, RespondWell will release any authorization hold or promptly refund the eligible amount charged. This does not apply to orders subject to Section 6 (Duplicate Accounts and Misrepresented Intakes).

Released holds generally appear within 2–5 business days. Refund timing depends on your financial institution.

Refunds and Platform Credits

Approved refunds are issued to the original payment method. RespondWell initiates approved refunds promptly, but when they appear depends on your financial institution and is outside our control.

Platform credits may be used only for eligible future purchases through RespondWell. They have no cash value, are nontransferable, and cannot be redeemed for cash.

Term-Based Pricing

Some medications are available with optional 3-, 6-, or 12-month pricing. Longer terms may include a discount.

If you cancel a multi-month plan, any eligible remaining prepaid balance is issued as a RespondWell platform credit, rather than a refund to the original payment method.

The credit is calculated by subtracting the following from the amount you paid:

• The regular monthly price (rather than a discounted bundle or introductory price) for each month of medication already received or ordered.
• A $100 consultation fee.

Example: If you paid $900 for a six-month plan with a regular monthly price of $199, and two months of medication have already been received or ordered, your credit would be:

$900 – (2 × $199) – $100 = $402

Pausing, skipping, or rescheduling a shipment does not trigger a credit. Credits are calculated only when a plan is canceled, and the cancellation deadlines in this policy still apply.

Medical Discontinuation

If you must stop treatment for medical reasons, RespondWell may, at its discretion, approve a platform credit for the eligible unused portion of your plan. Both of the following are required:

• A licensed physician, nurse practitioner, or physician assistant determines that continuing treatment is medically contraindicated.
• RespondWell's clinical team reviews and approves the request.

Any approved credit is calculated using the same method described under Term-Based Pricing.

As stated above, medication cannot be returned or refunded once ordered, including when treatment is stopped for medical reasons.

Laboratory Testing

Laboratory services are nonrefundable.

3. Replacements and Verified Issues

Reporting Deadline

Shipping, dispensing, or pharmacy-related concerns must be reported within 24 hours after delivery.

Issues reported after the 24-hour period are not eligible for replacement unless RespondWell determines that an exception is appropriate.

Issues Eligible for Review

RespondWell will coordinate with the dispensing pharmacy and shipping carrier to evaluate properly documented reports involving:

• An incorrect medication or strength dispensed by the pharmacy
• A shipment materially damaged during transit
• A verified temperature excursion that compromises medication integrity
• Missing medication or supplies documented at the time the package is opened

Submission of a report does not automatically guarantee replacement. RespondWell and its pharmacy partners must first verify that the issue qualifies.

Required Documentation

You may be required to provide photographs, packaging, shipping labels, temperature indicators, written statements, carrier information, or other documentation through your secure patient portal or directly to the RespondWell care team.

Do not discard the medication, vial, packaging, shipping materials, cold packs, or shipping label until RespondWell or the pharmacy confirms that they are no longer needed for review.

Reshipment Limits

To prevent misuse and repeated unsupported claims, replacement shipments are generally limited to no more than one replacement within any 180-day period.

RespondWell may deny additional replacement requests or require additional verification when claims are repeated, inconsistent, unsupported, or cannot be validated.

Controlled Substances

Requests involving lost, stolen, damaged, or missing controlled substances may require additional documentation, including a police report, before a provider can determine whether a replacement prescription may legally and ethically be issued.

Replacement of a controlled substance is not guaranteed.

4. Exclusions

Unless RespondWell determines that an exception is appropriate, no refund, replacement, or platform credit will be provided for:

• An inaccurate or incomplete shipping address supplied by the patient
• Failure to retrieve, accept, or open a package promptly
• A package lost or stolen after confirmed delivery
• A concern reported more than 24 hours after delivery
• Medication compromised by improper handling or storage after delivery
• Failure to follow pharmacy or provider storage instructions
• Normal melting or warming of cold packs when medication integrity has not been compromised
• Delivery delays caused by the carrier, weather, holidays, natural disasters, or events outside RespondWell's reasonable control
• Any delay, temperature exposure, missed delivery commitment, loss, or misdelivery resulting from a modification made by the patient through UPS My Choice, FedEx Delivery Manager, or a similar carrier service
• A change of mind after an order can no longer be stopped
• Failure to review refill dates or reminders
• Failure to update contact, shipping, or payment information
• Email or SMS reminders that are filtered, blocked, undeliverable, or not reviewed
• Medication that is unused because treatment was voluntarily paused or discontinued after dispensing

When a replacement is not covered under this policy, any replacement medication, pharmacy fee, and shipping expense will be the patient's responsibility.

5. Chargebacks and Payment Disputes

Before initiating a chargeback or other payment dispute, you agree to contact RespondWell through your patient portal or at support@respondwell.health and provide us with a reasonable opportunity to investigate and resolve the concern, except where prohibited by applicable law.

Submitting a knowingly false, misleading, duplicative, or materially unsupported payment dispute is prohibited. This includes falsely claiming that:

• A transaction was unauthorized
• Services were not provided
• Medication was not received
• An order was canceled when no cancellation was confirmed
• An order was billed, prescribed, fulfilled, or shipped contrary to the terms disclosed at checkout or in this policy

RespondWell may investigate and respond to disputed transactions using available records and supporting evidence, including account information, transaction records, patient communications, consent records, provider and pharmacy records, prescription and fulfillment documentation, shipping and delivery records, photographs, and other relevant materials.

By initiating a chargeback or payment dispute, you acknowledge that RespondWell may use and disclose information reasonably necessary to investigate, document, and respond to the dispute. The information provided to payment processors, financial institutions, card networks, pharmacies, shipping carriers, legal representatives, or other parties involved in resolving the dispute may include protected health information when reasonably necessary and permitted by applicable law.

Initiating a chargeback does not automatically establish that a transaction was invalid or that a refund is owed. Refund eligibility remains subject to this Billing & Refund Policy and applicable law.

Accounts associated with chargebacks or payment disputes may be temporarily restricted while the dispute is reviewed. If a claim is determined to be knowingly false, misleading, duplicative, or unsupported by the available evidence, RespondWell may suspend or terminate the account and, to the extent permitted by law, seek recovery of chargeback fees, collection expenses, or other costs resulting from the dispute.

Nothing in this section limits or waives any billing-dispute, chargeback, or consumer-protection right that cannot lawfully be waived.

6. Duplicate Accounts and Misrepresented Intakes

Each patient may maintain only one RespondWell account. Every intake is reviewed by a licensed provider, and RespondWell pays for that review whether or not treatment is approved.

A $100 consultation fee applies, and RespondWell may cancel the order, if you:

• Create an additional account to resubmit an intake after a provider declines treatment
• Intentionally provide false or incomplete medical history, medication, or identity information
• Create an additional account to obtain pricing, discounts, promotions, or referral benefits you aren’t eligible for

The fee is nonrefundable and is deducted from any refund. These actions violate our Terms of Service (Section 11) and may result in account termination (Section 13).

7. Questions and Support

For billing questions, cancellation requests, shipping concerns, or replacement requests, contact the RespondWell care team through your secure patient portal or start a secure chat at:

https://support-portal.respondwell.health

Secure messaging support is available 24 hours a day. Response and resolution times may vary depending on whether coordination with a provider, pharmacy, laboratory, payment processor, or carrier is required.

You may also contact: Email: support@respondwell.health RespondWell, LLC 1500 N Grant St #7116 Denver, CO 80203