Refund Policy

Before Your First Charge

You are not charged when you take the eligibility quiz or complete your medical intake. Your first charge occurs only after a licensed provider reviews your intake, approves you for treatment, and issues a prescription. If a provider determines you are not a candidate for treatment, you will not be charged — period.

Monthly Membership Billing

Docs That Care memberships are billed on a monthly basis. Your billing date is set on the date your first charge is processed and renews on the same date each subsequent month. You will receive a billing confirmation to the email address on file before each renewal charge.

Cancellation

You may cancel your membership at any time with no cancellation fee:

• Cancel through your patient portal under Account Settings
• Contact our support team at docsthatcare.com/contact

Cancellations take effect at the end of the current billing period. If you cancel before your next billing date, you will not be charged for the following month. Your care access continues through the end of the period you've already paid for.

Refunds for Membership Fees

Monthly membership fees are generally non-refundable once a billing period has begun and a provider has been assigned to your care. We do not offer prorated refunds for partial months. Exceptions may be made at our discretion in cases of:

• Documented billing errors
• Situations where no provider care was delivered in a billing period due to platform error
• Other circumstances reviewed case-by-case by our support team

To request a refund exception, contact us within 14 days of the charge in question.

Medication Shipments

Compounded medications cannot be returned or refunded once dispensed and shipped. This is a legal and safety requirement — compounded medications are prepared specifically for you and cannot be restocked or resold. Once your medication has shipped, that shipment charge is final regardless of whether the package has been opened or delivered.

If your shipment is lost, damaged in transit, or contains an error (wrong medication, wrong dose, missing supplies), contact us immediately. We will work to resolve the issue at no additional cost to you.

Provider Declination After Billing

In rare cases, a provider may determine after your initial approval that continued treatment is no longer clinically appropriate. If this occurs at the start of a new billing period before a refill has shipped, we will issue a prorated refund for that billing period. If medication has already shipped, the standard no-refund policy for dispensed medication applies.

How to Request Support

For billing questions, refund requests, or cancellations:

• Patient portal: Account Settings → Billing
• Support: docsthatcare.com/contact

Our support team aims to respond within one business day.