Refund Policy

The short version

You can cancel at any time, for any reason. You can request a refund at any time, for any reason, with one exception: a month whose medication has already been ordered for you cannot be refunded. There are no separate consultation or physician fees. Shipping is included.

Who charges you and who refunds you

Velacore Health is a telehealth platform that coordinates access to licensed clinicians and 503A compounding pharmacies. Your program is billed by our clinical and pharmacy partner, the telehealth services provider that runs your intake, clinician review, billing and fulfillment. That partner is the merchant of record on your card statement and issues all refunds. Velacore does not hold your card details and does not process refunds itself.

If the clinician does not prescribe

If the reviewing clinician decides a program is not appropriate for you, nothing has been ordered on your behalf, so your program payment is refunded in full to your original payment method. The clinical review itself is not charged separately.

Refunds for any other reason

You may request a refund at any time for any reason. The refund covers every billing period for which medication has not yet been ordered. Once the pharmacy has been asked to prepare your medication for a given month, that month is final.

Medications

Medications are non-returnable once dispensed by the pharmacy, as required by federal and state pharmacy law. This applies even if the medication is unused or unopened.

Prepaid plans

Twelve, twenty-four and fifty-two week plans are charged up front and shipped every four weeks. If you cancel a prepaid plan, the shipments not yet ordered are refunded on the same basis as above.

Shipping

Shipping is included in your program price. There is no separate shipping fee.

Cancellations

You may cancel at any time, for any reason, from your patient portal or by contacting support. Cancellation stops future charges immediately. A month whose medication has already been ordered will still ship and is not refunded.

Payment methods

Visa, Mastercard, FSA and HSA cards, Apple Pay and Google Pay are accepted. American Express is not accepted at this time. Refunds go back to the original payment method.

How to request a refund

Use the support link in your patient portal, or email hello@velacorehealth.com with your name and the email address on your account. We will route your request to the billing partner and confirm when it is processed.

Contact

Questions about this policy? Email hello@velacorehealth.com.