Refund, Cancellation & Shipping Policy
If more than one refund rule may apply to the same order, charge, shipment, or subscription, the more restrictive rule applies unless TruForma Health expressly approves a different resolution in writing.
At Fulfillment Stage and Multi-Month Plans
Partial refunds may be available based on your subscription type and the fulfillment stage of your order.
Orders are non-refundable once you submit your intake form, due to the immediate allocation of provider review, administrative processing, and pharmacy coordination for compounded medications. However, prior to pharmacy fulfillment, TruForma Health may make available a goodwill partial refund, subject to the applicable cancellation fee.
The cancellation fee varies by subscription type and may increase based on the subscription type and the fulfillment stage of your order.
Refund eligibility closes once medication has been sent to the pharmacy, except that for eligible 6-month and 12-month plans, TruForma Health may provide a refund only for unfulfilled future shipments after the first shipment.
| Fulfillment stage | Monthly | 3-Month | 6-Month | 12-Month |
|---|---|---|---|---|
| Pre-pharmacy, but even if no provider decision yet | Cancellation Fee | Cancellation Fee | Cancellation Fee | Cancellation Fee |
| Post-pharmacy / shipped | No refund — cancellation applies only to future orders, future shipments, or future subscription charges, as applicable | |||
| After first shipment (multi-month plans) | N/A | N/A | Refund for unfulfilled shipments | Refund for unfulfilled shipments |
At Subscription Billing Stage and Recurring Shipments
This section applies to subscription billing, recurring charges, recurring medication shipments, and cancellation requests for future subscription cycles.
Charges that have already processed are not eligible for refunds.
You may cancel your subscription at any time. To avoid an upcoming charge, you must submit your cancellation request at least seventy-two (72) hours before the scheduled billing date.
Charges that have already been processed are not eligible for refunds. If you have been charged but have not yet received medication, your payment will be held as a shipment credit and will not be refunded.
Damaged or incorrect medication will be resolved through replacement, not a refund
| Scenario | Outcome |
|---|---|
| Cancellation submitted ≥ 72 hours before charge | Charge does not process; cancellation takes effect immediately |
| Cancellation submitted < 72 hours before charge | Charge processes; cancellation takes effect next billing cycle |
| Charged but medication not yet received | Shipment credit preserved; no refund issued |
| Medication shipped or received | No refund |
| Damaged or incorrect medication | Replacement only |
| Medical disqualification (including provider denial or your own outside physician advising against use, based on your statement without required proof) | Full refund of most recent charge |
| Internal billing error | Resolution (subscription extension or order fulfillment); refund requires TruForma Health’s approval |
At Clinical Review Stage and Telemedicine Fee
Partial refunds may be determined based on the clinical milestone at the time of cancellation.
Refund eligibility is determined by where your order stands in the clinical workflow at the time TruForma Health receives your cancellation request.
A telemedicine fee, defaulting to eighty dollars ($80), is retained whenever a provider has already reviewed your case and issued a prescription decision, reflecting the cost of the clinical consultation.
The telemedicine fee amount is variable at TruForma Health’s discretion and may be adjusted or waived entirely. This section also applies to any refill, renewal, dosage adjustment, continued treatment request, or other medication request that requires provider review or a prescription decision.
| Clinical Review Stage | Refund |
|---|---|
| Cancellation before provider prescription decision | Full refund |
| Provider decision issued; medication not yet shipped | Refund minus telemedicine fee (default $80; variable) |
| Medication already shipped | No refund — account cancellation only (no future charges or shipments) |
The telemedicine fee is configurable. A full refund at the post-decision stage is possible if TruForma Health elects to absorb the cost.
Shipping Policy
All prescriptions are fulfilled and shipped directly by licensed pharmacy partners. Neither TruForma nor CareValidate dispenses or ships medications.
If a provider determines a prescription is appropriate, the prescription is transmitted to a licensed pharmacy for fulfillment and shipment.
Shipping carriers may vary by pharmacy but commonly include FedEx and UPS. Certain medications may require temperature-controlled packaging.
Shipping times may vary based on:
- Pharmacy processing times
- Product availability
- Shipping destination
- State-specific fulfillment requirements
- State licensing restrictions are validated before fulfillment to ensure prescriptions are only routed to authorized pharmacies.
