Refund and Cancellation Policy

GetPepWell, Inc. ("GetPepWell") wants you to be confident in our services. This Refund and Cancellation Policy outlines the terms for subscription cancellations, consultation-fee refunds, and related billing matters. Together with our Terms of Service it governs the financial relationship between you and GetPepWell.

Subscription Plans

GetPepWell offers the following subscription tiers (see Pricing for current details):

• Explore (free): browse products, access educational content, and complete the eligibility screening quiz. No physician access, no recurring charges.
• Standard Care (pay-per-consultation): one-time consultation fees - a $99 initial consultation and $49 follow-up consultations. No subscription, no recurring charges; you pay only when you book a visit.
• PepWell+ (subscription): $49 per month or $39 per month billed quarterly ($117 per quarter). Unlimited physician consultations, multi-prescription support, and additional portal features.
• VIP Care (subscription): $99 per month or $84 per month billed quarterly ($252 per quarter). Concierge care with a dedicated coordinator and expedited shipping.

By subscribing to a paid tier, you authorize GetPepWell, through our PCI DSS Level 1 compliant payment processor, to charge your payment method at the start of each billing cycle until you cancel.

Subscription Cancellation

You may cancel your PepWell+ or VIP Care subscription at any time through your account settings in the patient portal, or by emailing billing@getpepwell.com. When you cancel:

• Your subscription remains active through the end of the current billing period (monthly or quarterly)
• You retain access to all paid features and services until the current billing period expires
• No further charges will be made to your payment method after cancellation takes effect
• Your account reverts to Explore (free) at the end of the billing period, and you keep access to free features such as product browsing and educational content
• Any active prescriptions or treatment plans should be discussed with your physician before cancelling; switching tiers does not by itself end a clinical relationship

Refund Eligibility

Consultation Fees

A consultation fee paid under the Standard Care tier is refundable in full at any time before the consultation begins. Once the physician joins the video visit, the service has been rendered and the fee becomes non-refundable.

Subscription Fees

PepWell+ and VIP Care fees are billed in advance for the upcoming month or quarter. They are generally non-refundable for the period in which you have used the service. We may consider a prorated refund in the following circumstances:

• Service unavailability: if GetPepWell is unable to provide consultations in your state due to a regulatory change or if we discontinue service in your area
• Unused billing period due to platform issues on our end: if you were unable to schedule or complete a consultation during the billing period because of a platform outage or pharmacy availability issue

Billing Errors

If you have been charged in error (duplicate charges, incorrect amount, or charges continuing after cancellation took effect), you are entitled to a full refund of the erroneous charge.

Non-Refundable Items

• Completed consultations: consultation fees for visits that have been completed are non-refundable
• Shipped medications: compounded medications cannot be returned or re-dispensed once they have left the pharmacy. This is a state pharmacy law requirement, not a customer-service choice
• Laboratory work: any laboratory tests or diagnostic services that have been ordered and processed on your behalf are non-refundable
• Past billing periods: refund requests for billing periods that have already concluded will not be considered unless they meet the billing-error criteria

How to Request a Refund

1. Email billing@getpepwell.com with the subject line "Refund Request"
2. Include your full name, the email address on your account, and the date and amount of the charge in question
3. Briefly describe the reason for your refund request
4. Our billing team reviews refund requests and responds within 5 business days

Approved refunds are processed to the original payment method, typically within 5 to 10 business days. Your bank or card issuer may take additional time to post the refund to your statement.

Medication Returns

Compounded prescription medications cannot be accepted for return once they have been dispensed and shipped by the pharmacy. This protects patient safety, complies with state pharmacy regulations, and avoids any possibility of re-dispensing.

If the medication you received is:

• Damaged in shipping
• Incorrect (does not match the active prescription)
• Past its dating upon arrival
• Compromised due to a cold-chain failure

please contact support@getpepwell.com within 48 hours of delivery. We will coordinate with the pharmacy partner to investigate and arrange a replacement shipment or refund as appropriate. See our Shipping and Delivery Policy for the full damaged-shipment process.

Billing Disputes and Chargebacks

If you believe a charge on your account is incorrect or unauthorized, please email billing@getpepwell.com before disputing the charge with your bank or card issuer. We can usually resolve billing issues more quickly when contacted directly.

If you initiate a chargeback or dispute through your financial institution without first contacting GetPepWell, we may pause new charges or access to paid features pending resolution of the dispute. This is not retaliation for asserting a dispute - it is to avoid additional charges to a payment method that is in dispute - and access is restored once the dispute is resolved.

Plan Changes

Upgrades

If you upgrade from Explore or Standard Care to PepWell+ or VIP Care, or from PepWell+ to VIP Care, the change takes effect immediately. You will be charged the prorated difference for the remainder of your current billing period, and subsequent charges will reflect the new plan rate.

Downgrades

If you downgrade from VIP Care to PepWell+, or from any paid plan to Standard Care or Explore, the change takes effect at the end of your current billing period. You continue to have access to the higher-tier features through the end of the period. No partial refunds are provided for downgrades.

Contact Information

• Billing: billing@getpepwell.com
• Support: support@getpepwell.com

Related Policies

See also our Terms of Service and Shipping and Delivery Policy.