Scope of This Policy
This Policy applies to charges related to PureRx consultations, provider-access fees, recurring memberships, subscription programs, lab coordination, at-home kits, prescription-related fulfillment, and other healthcare-related or wellness-related services offered through our website, intake flow, or patient experience.
Important: A clinical evaluation does not guarantee that a prescription, therapy, treatment plan, lab order, or shipment will be issued. Eligibility is determined only by a licensed clinician, where applicable.
General Billing Principles
Charges may be billed at checkout, at enrollment, when an appointment is booked, when a recurring cycle renews, when a lab order is placed, or when a prescription-related workflow is initiated, depending on the service selected.
- Fees tied to reserved provider time or services already initiated are generally non-refundable.
- Fees tied to completed third-party work, including lab processing, kit fulfillment, pharmacy compounding, dispensing, or shipping, are generally non-refundable.
- Where a separate checkout disclosure, enrollment screen, or product-specific term is presented at the time of purchase, that disclosure controls for that specific offer to the extent permitted by law.
Consultations, Clinical Review, and Provider-Access Fees
Consultation fees, provider-access fees, intake-review fees, or similar charges are generally non-refundable once provider time has been reserved or once the intake or review process has begun.
- If you cancel or miss an appointment with less than 24 hours’ notice, the fee may be forfeited.
- If PureRx cancels an appointment and is unable to reasonably reschedule, we may issue a refund or account credit at our discretion unless the delay was caused by incomplete patient information or another issue outside our control.
- If a clinician determines you are not an appropriate candidate for treatment, this does not automatically entitle you to a refund of consultation or clinical-review fees.
Memberships, Subscriptions, and Recurring Programs
If you enroll in a recurring membership, subscription, or continuity program, your payment method may be charged on the billing cadence presented at checkout or during enrollment.
- You may cancel future renewals at any time before your next scheduled billing date.
- Cancellation stops future renewals only; it does not automatically reverse charges that have already been processed.
- Unless a specific offer states otherwise, access or benefits already paid for may continue through the end of the current billing cycle.
- Partial-period, mid-cycle, or prorated refunds are generally not provided.
Lab Orders, At-Home Kits, and Diagnostic Services
Charges for lab orders, at-home collection kits, testing coordination, or related diagnostic services are generally non-refundable once the order has been submitted to a lab partner, a kit has been prepared or shipped, or testing work has started.
- If you do not complete your test after the order has been placed, a refund is generally not available.
- If a kit arrives damaged or you receive the wrong kit, contact us promptly so we can review replacement or reshipment options.
- Unused, delayed, or expired lab orders may be subject to additional reissue or reactivation fees where permitted.
Prescriptions, Pharmacy Fulfillment, and Medication-Related Charges
Prescription-related charges are generally non-refundable once a prescription has been transmitted to a pharmacy, once compounding or dispensing has begun, or once medication has shipped.
- A clinician’s decision not to prescribe does not automatically entitle you to a refund of consultation, review, membership, or administrative fees already incurred.
- Once a medication order has entered pharmacy processing, it may not be canceled.
- PureRx is not responsible for delays caused by pharmacies, shipping carriers, weather events, supply issues, or other events outside our direct control.
Medication note: For safety and regulatory reasons, medications generally cannot be returned for resale or reuse. Approved exceptions may apply only where required by law or where an error is confirmed.
Damaged, Incorrect, or Missing Shipments
If you believe a shipment arrived damaged, incomplete, or incorrect, notify PureRx as soon as possible and no later than 7 calendar days after delivery.
- We may request photos, packaging details, lot information, or other supporting information before reviewing the issue.
- Approved remedies may include replacement, reshipment, store credit, or another resolution deemed appropriate by PureRx and any applicable partner.
- We may decline refund or replacement requests where the issue cannot be reasonably verified or where the product appears to have been misused, mishandled, or stored improperly after delivery.
Appointment Cancellations, Rescheduling, and No-Shows
To avoid disruption to provider schedules and care coordination, patients should cancel or reschedule appointments at least 24 hours before the scheduled appointment time whenever possible.
- Late cancellations or missed appointments may result in forfeiture of the appointment fee or a rescheduling charge.
- Repeated no-shows or last-minute cancellations may lead to scheduling restrictions or suspension of access to certain services.
- If you experience a technical issue that prevents attendance, contact us promptly so we can document the issue and review rescheduling options.
Items Generally Not Eligible for Refund
Unless required by law or expressly approved by PureRx, the following are generally not eligible for refund:
- Consultation, provider-access, intake, or review fees once provider time has been reserved or work has started
- Membership or subscription charges already processed for the current billing cycle
- Lab orders or at-home kits once ordered, processed, prepared, or shipped
- Medication-related charges once prescription transmission, compounding, dispensing, or shipping has begun
- Service fees, administrative fees, or processing charges already incurred
Chargebacks and Payment Disputes
If you believe you were charged in error, contact PureRx first so we can review the issue. Filing a chargeback or payment dispute without first attempting resolution through PureRx may result in delays, account restrictions, or a pause in services while the matter is reviewed.
- We reserve the right to provide supporting records to payment processors, card networks, and financial institutions in connection with a billing dispute.
- Any refund approved after a chargeback review may be reduced by amounts already reversed, credits already issued, or fees imposed by payment processors where permitted by law.
Offer-Specific, Checkout-Specific, or Program-Specific Terms
Certain programs, special offers, bundles, promotions, or product flows may include additional refund, cancellation, pause, or renewal rules shown at checkout, during enrollment, or inside a separate program document.
If a specific offer includes additional terms, those terms apply to that offer in addition to this Policy. To the extent there is a direct conflict, the offer-specific disclosure presented at the time of purchase will control for that offer, except where prohibited by law.
Changes to This Policy
PureRx may update this Cancellation & Refund Policy from time to time. Any updates will be effective when posted on this page unless a different effective date is stated. Your continued use of the Services after a revised version is posted constitutes acceptance of the updated Policy, to the extent permitted by law.
Contact Us
If you have questions about billing, cancellations, or refund eligibility, contact us:
