Refund & Cancellation Policy

01How to cancel

You may cancel at any time, for any reason. There is no cancellation fee, no minimum term, and no requirement to justify your decision or complete a retention call.

Online

Sign in and go to Account → Plan → Cancel. Cancellation is immediate and self-service; you will see an on-screen confirmation and receive a confirmation email.

By email

Email info@rtnrx.com from the address on your account with the word "cancel." We process it within one business day, effective the date we receive your message.

By phone

Call 1-833-995-7240, Mon–Fri 8am–8pm ET · Sat 9am–5pm ET.

Cancel at least one business day before your renewal date to be certain the next charge does not process and the next supply is not dispensed.

02What happens when you cancel

• All future charges and all future shipments stop immediately.
• You keep access to clinical care, messaging, and your patient portal through the end of the month you have already paid for.
• Any prescription already issued remains valid for its remaining refills. You may fill it at any pharmacy.
• Your medical record is retained by the Medical Group as required by state law, and you may request a copy at any time.
• You may rejoin later. If your last visit was more than 12 months earlier, a new intake will be required.

03When you are never charged

Nothing is charged when you submit your details. You will not be charged at all in any of the following situations:

• You complete the intake but a clinician declines to approve treatment;
• Your safety screening flags a contraindication and your file is routed to clinical review rather than treatment;
• You cancel before a clinician has reviewed your intake and approved treatment;
• The Medical Group is not licensed in your state, or becomes unable to serve your state.

In each case the authorization hold placed on your payment method at checkout is released. Depending on your bank, the pending charge typically disappears within 3 to 7 business days. No funds are captured.

04Refunds

Your monthly charge covers three things at once: your clinical care, your medication, and shipping. Once a month’s supply has been dispensed and shipped, that month is not refundable — see Section 5 for why that is a legal constraint rather than a policy choice.

Refunds we always issue

• Billing errors — duplicate charges, an incorrect amount, or a charge after a valid cancellation. Refunded in full, without a time limit.
• A charge raised when treatment was not approved — refunded in full.
• A charge raised after you canceled and before anything shipped — refunded in full.
• Service we could not deliver — for example, we cease operating in your state before your medication ships. Refunded in full.
• Termination by us for any reason other than your breach of the Terms of Service, before that month has shipped — refunded in full.

Charged but not yet shipped

If you have been charged for a month but the pharmacy has not yet dispensed that supply, contact us immediately and we will stop the fill and refund the charge in full. Once the pharmacy has dispensed and shipped it, we cannot.

Not refundable

• A month whose medication has already shipped, including where you stop treatment part-way through the month or forget to cancel before renewal.
• Medication returned to us or to the pharmacy. It cannot be re-dispensed and cannot be credited.

05Why shipped medication cannot be refunded

That constraint is why a month whose supply has shipped is not refundable: the cost has been incurred, the product cannot come back into inventory, and it cannot be given to anyone else.

What we do cover

• Damaged, warm, wrong, or compromised on arrival: the pharmacy replaces it at no charge. Do not use it. See the Shipping Policy for what to do and the 24-hour reporting window.
• Lost in transit: reshipped at no charge once the carrier confirms loss.
• Dispensing error: corrected at no charge.

If you stop treatment

Unopened medication already dispensed to you cannot be refunded or returned. Ask your care team about safe disposal — do not flush it or put it in household waste. See the Shipping Policy for disposal guidance.

06How to request a refund

Email info@rtnrx.com or call 1-833-995-7240. If your concern is a charge for a supply that has not yet shipped, say so — that is time-critical. Include:

• The name and email on the account;
• The date and amount of the charge; and
• A brief description of the reason.

We acknowledge every request within one business day and decide within five business days. Approved refunds are returned to the original payment method and typically appear within 5 to 10 business days, depending on your bank. We will tell you in writing if a request is denied, and why.

If you disagree with a decision, reply to our response and it will be escalated to a manager for a second review at no cost to you.

07Disputes and chargebacks

If you believe a charge is wrong, please contact us before filing a chargeback with your bank. We can almost always resolve billing issues faster than a card dispute, which typically takes 30 to 90 days.

Filing a chargeback may cause your account to be suspended while the dispute is open, which interrupts your access to clinical care. We will respond to disputes with documentation of your enrollment, the disclosures shown to you at checkout, and your consent record. Resolving the matter directly does not waive any of your rights.

08Contact