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GetPepWell

Refund and Cancellation Policy

Last updated: 2026-03-01

[LEGAL REVIEW REQUIRED]

At GetPepWell, Inc. ("GetPepWell"), we want you to be satisfied with our services. This Refund and Cancellation Policy outlines the terms and conditions for subscription cancellations, refund eligibility, and related billing matters.

Subscription Cancellation

You may cancel your GetPepWell subscription at any time through your account settings in the patient portal. When you cancel:

  • Your subscription will remain active through the end of your current billing period (monthly or quarterly)
  • You will continue to have access to all paid features and services until your current billing period expires
  • No further charges will be made to your payment method after cancellation takes effect
  • Your account will revert to the Starter (free) tier at the end of the billing period, and you will retain access to free features such as product browsing and educational content
  • Any pending prescriptions or active treatment plans should be discussed with your physician before cancelling

To cancel your subscription, navigate to your account settings or contact our support team at support@getpepwell.com.

Refund Eligibility

Refunds may be issued under the following circumstances:

  • First-Charge Guarantee: If you are not satisfied with our services, you may request a full refund within 7 days of your first subscription charge, provided you have not completed a telehealth consultation during that period
  • Unused Consultations: If you have been charged for a billing period but were unable to schedule or complete a consultation due to physician unavailability or platform issues on our end, you may be eligible for a prorated refund
  • Billing Errors: If you have been charged in error (duplicate charges, incorrect amount, charges after cancellation), you are entitled to a full refund of the erroneous charge
  • Service Unavailability: If GetPepWell is unable to provide services in your state due to regulatory changes or if we discontinue service in your area, you may be eligible for a prorated refund for the unused portion of your billing period

Non-Refundable Items

The following are not eligible for refunds:

  • Completed Consultations: Fees associated with telehealth consultations that have been completed are non-refundable, as the medical service has been rendered
  • Shipped Medications: Once a prescription has been compounded and shipped by our pharmacy partner, the associated medication costs are non-refundable
  • Laboratory Work: Any laboratory tests or diagnostic services that have been ordered and processed on your behalf are non-refundable
  • Expired Billing Periods: Refund requests for billing periods that have already concluded will not be considered unless the request falls under the billing error category

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our support team at billing@getpepwell.com with the subject line "Refund Request"
  2. Include your full name, the email address associated with your account, and the date and amount of the charge in question
  3. Provide a brief explanation of the reason for your refund request
  4. Our billing team will review your request and respond within 5 business days

Approved refunds will be processed to the original payment method within 5 to 10 business days. Please note that your bank or credit card company may take additional time to post the refund to your account.

Medication Returns

Due to federal regulations governing prescription medications, GetPepWell cannot accept returns of compounded prescription medications once they have been dispensed and shipped. This policy is in place to protect patient safety and comply with pharmaceutical regulations.

If you receive a medication that is:

  • Damaged during shipping
  • Incorrect (not matching your prescription)
  • Expired upon arrival
  • Compromised due to improper cold chain handling

Please contact us within 48 hours of delivery at support@getpepwell.com. We will coordinate with our pharmacy partner to investigate and arrange a replacement shipment or refund as appropriate.

Billing Disputes

If you believe a charge on your account is incorrect or unauthorized, please contact our billing team at billing@getpepwell.com before disputing the charge with your bank or credit card company. We can often resolve billing issues more quickly when contacted directly.

If you initiate a chargeback or dispute through your financial institution without first contacting GetPepWell, we reserve the right to suspend your account pending resolution of the dispute.

Plan Changes

Upgrades

If you upgrade from the Starter tier to a paid plan, or from the Monthly plan to the Quarterly plan, the change will take 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 the Quarterly plan to the Monthly plan, the change will take effect at the beginning of your next billing cycle. You will continue to have access to your current plan benefits through the end of your current billing period. No partial refunds are provided for downgrades.

Contact Information

For questions about this Refund and Cancellation Policy or to submit a refund request, please contact us: