Billing & your plan
Plans, payments, pausing, cancelling, and referral credit.
- What happens to my balance if I cancel?You can cancel at any time. Any remaining balance on medication that has already shipped to you is collected before your account closes. You’re never billed for anything that hasn’t shipped.
- Why am I billed monthly when my shipment covers several weeks?Your monthly subscription pays for ongoing care: your providers, your portal, and the ordering and shipping of what they prescribe. It stays the same whether or not a shipment goes out that month.
- Why was I charged after I cancelled?A charge after cancelling or pausing is usually the remaining balance on medication that already shipped to you.
- I was charged twice. What should I do?Message us with the date and amount of each charge. If it’s a duplicate, we’ll refund it.
- How long do refunds take?Refunds to your card usually arrive within 3–5 business days. For charges more than about 3 months old, we refund you by check.
- How do I update my card?Update your card yourself under My Profile, in the Billing section, and set it as your primary payment method.
- What happens if my payment fails?Your plan is paused and your next order won’t ship until the payment goes through. Update your card and the charge retries automatically the next day.
- Can I pause my membership?Yes. Any remaining balance on medication already shipped to you is paid first, then billing stops until you restart.
- How do I switch to a prepaid plan?Ask us to switch you to a 6-month or 12-month prepaid plan. It starts on your next billing date, or right away with credit for the unused part of your current month.
- How does the referral credit work?When a friend you refer joins, you get a free month: your next billing date moves back one month. Your friend gets $30 off their first month.