Billing & Refund Policy

1. Shipping

Shipping Area

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

Estimated Timing

• Standard delivery: 4–12 business days
• Typical pharmacy processing: 2–3 business days after provider approval
• Shipping cost: Free on all orders

Delivery estimates are not guarantees. Pharmacy processing, prescription verification, medication availability, carrier delays, holidays, weather, and other circumstances may affect fulfillment and delivery times.

Processing and Delivery

Orders are generally processed within two to three business days after provider approval. Orders are not typically shipped or delivered on weekends or federal holidays.

During periods of high volume or when additional clinical or pharmacy review is required, processing may take longer. If RespondWell becomes aware of a significant delay, we may contact you by email, SMS, phone, or through your patient portal.

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.

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.

An order may become noncancelable before tracking information is available or before a shipment confirmation is sent.

Taxes

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

Packaging and Discretion

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

2. Billing, Cancellations, Returns, and Refunds

Prescription Medications — Final Sale

Prescription medications cannot be returned, reused, or resold after they have been dispensed or shipped. No refund, return, or platform credit is available for prescription medication that has been shipped.

Orders may be canceled only when RespondWell and the dispensing pharmacy are still able to stop the order before it advances too far in the clinical, prescription, or pharmacy fulfillment workflow.

Submitting a cancellation request does not guarantee that an order can be stopped.

First-Time Orders

Provider review may begin shortly after you submit your intake and payment information. To qualify for a full refund, a cancellation request must be received before a licensed provider completes the clinical review.

Once a provider has reviewed your intake and issued a prescription, the prescription may be transmitted to the pharmacy immediately, and cancellation may no longer be possible.

If an order is successfully canceled after the provider has completed the clinical review and issued a prescription, a $100 consultation fee will be deducted from the refund or platform credit.

If the order cannot be stopped, no refund or platform credit will be issued.

Refill Orders

Your upcoming refill and billing dates are displayed in your patient portal. RespondWell also sends advance email and SMS reminders before scheduled refills to give you an opportunity to review your order, update your refill date, turn off automatic refills, or request cancellation.

You are responsible for monitoring the refill dates shown in your patient portal and maintaining accurate email addresses, mobile phone numbers, payment information, and communication preferences.

To qualify for a refund to the original payment method, a refill cancellation request must be submitted at least 48 hours before the scheduled refill date.

Requests received within 48 hours of the scheduled refill date are considered late cancellation requests. RespondWell will attempt to stop the order, but cancellation is not guaranteed and depends on whether the pharmacy is still able to remove the prescription from its fulfillment workflow.

If a late cancellation request is successfully accommodated, the eligible amount will be issued as a RespondWell platform credit, not as a refund to the original payment method.

If the order cannot be stopped, the order is not eligible for cancellation, refund, or platform credit. An order may become noncancelable before tracking information is generated or provided to you.

How to Request a Cancellation

Cancellation requests must be submitted immediately through one of the following methods:

• Email support@respondwell.health
• Send a message through your secure patient portal

A cancellation is not complete until RespondWell confirms that the order was successfully stopped.

Approved refunds are issued to the original payment method. Although RespondWell generally initiates approved refunds promptly, it may take five to seven business days—or longer, depending on your financial institution—for the credit to appear.

Platform credits may be applied only to eligible future purchases through RespondWell, have no cash value, and cannot be transferred or redeemed for cash.

Non-Approval Refunds

If a licensed provider does not approve your treatment request, any applicable payment authorization will be released or the eligible amount will be refunded promptly.

Depending on your financial institution, released authorizations or refunds generally appear within three to five business days.

Laboratory Testing

If laboratory testing is required and treatment is subsequently denied or discontinued, any approved refund will be reduced by laboratory charges, provider consultation fees, and other services already completed or incurred.

Laboratory services that have already been ordered, scheduled, performed, or paid for are nonrefundable.

Automatic Pharmacy Refills and Billing Schedule

To support continuity of care and timely medication delivery, certain treatment plans include or offer automatic pharmacy refills.

You may turn off future automatic refills at any time. However, turning off automatic refills does not guarantee cancellation of an order that has already entered the current billing or fulfillment cycle. The 48-hour cancellation requirements described above still apply.

Recurring monthly plans generally bill and begin refill fulfillment at approximately day 25 of the treatment cycle. Quarterly plans generally bill and begin refill fulfillment at approximately day 85. This timing provides the pharmacy with time to fulfill and ship the next medication supply before the current supply is expected to run out.

This means:

• Your card may be charged before the final day of your current treatment cycle.
• Pharmacy fulfillment may begin shortly after the scheduled charge.
• Delivery remains subject to the pharmacy and shipping timelines applicable to your medication and state.
• Your next scheduled billing or refill date is displayed in your patient portal.

Term-Based Pricing

Certain medications may be offered under optional three-, six-, or twelve-month pricing commitments. Longer commitments may include discounted pricing based on the selected term.

Turning off automatic refills, skipping a shipment, pausing treatment, or requesting cancellation does not shorten a term commitment or create an entitlement to a refund for unused portions of the term.

Requests to pause, skip, reschedule, or cancel a refill remain subject to the cancellation deadlines and fulfillment limitations described in this policy.

Medical Discontinuation Exception

When a patient must discontinue treatment for medical reasons, RespondWell may, at its discretion, approve a prorated refund or platform credit.

Consideration requires:

1. A determination by a licensed physician, nurse practitioner, or physician assistant that continued treatment is medically contraindicated; and
2. Review and approval by RespondWell's clinical team.

Any approved amount will be prorated based on the unused portion of the applicable treatment period and reduced by consultation fees, laboratory charges, prescription-processing expenses, medication costs, shipping costs, and other amounts already incurred by RespondWell.

A medical recommendation to discontinue treatment does not require the pharmacy or RespondWell to accept the return of previously dispensed medication.

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. 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