Refund Policy

Direct Wellness LLC provides professional medical services, licensed consultations, and personalized treatment plans. Because our providers dedicate immediate clinical time to review your medical history and intake forms upon submission, our refund policy strictly reflects the value of that professional labor and the regulated nature of medical prescriptions.

1. Standard Refund Policy: Service-Based Fees

To the fullest extent permitted by law, Direct Wellness LLC does not offer refunds on:

  • Clinical Review & Intake Fees: Once your intake forms are submitted, the medical team initiates a Clinical Chart Review. This fee covers the professional labor required for data verification and medical history assessment. This fee is earned at the moment of file initialization.
  • Telehealth Consultations: Any consultation (video, phone, or asynchronous review) that has been completed or for which a provider has reviewed the file.
  • Medications & Supplements: Per Federal Law, prescription medications are personalized, perishable, and regulated. Once a prescription is sent to a pharmacy or a medication is dispensed, it cannot be returned or refunded under any circumstances, even if the package is completely unopened or unused.
  • Pharmacy Processing & Shipping Delays: Many of our treatments involve made-to-order compounded medications. Processing and compounding times at the pharmacy are estimates, not guarantees. Delays in pharmacy fulfillment, dispensing, or carrier transit (USPS, FedEx, UPS etc) are beyond our control and do not qualify for a refund.
  • Shipping, Refused Deliveries & Risk of Loss: We are not responsible for carrier delays, weather-related issues, or packages stolen after delivery. If a customer refuses a delivery or a package is "Returned to Sender," no refunds will be issued, as medications cannot be restocked. Any claims for medications arriving damaged must be directed to the dispensing pharmacy for a potential replacement in accordance with their reporting policies; Direct Wellness LLC does not issue refunds for pharmacy fulfillment or carrier errors.
  • Inaccurate Information: No refunds are issued for orders lost or delayed due to user error (e.g., incorrect shipping address or incomplete medical history).

2. Clinical Outcome Disclaimer

Fees are paid for the medical provider’s time and clinical evaluation, not for a specific outcome. No prescription is guaranteed. If a provider determines—based on their professional clinical judgment—that a specific medication is not safe or appropriate for you, the service is considered fully rendered, and no refund will be issued.

Weight Loss Programs (GLP-1): Clinical lab results may be required for treatment. Refusal to provide labs or medical ineligibility based on lab results does not entitle the patient to a refund, as the medical provider's chart review and clinical evaluation have already occurred.

3. Cancellation, Rescheduling & Medical Evaluation Fee

  • No-Show & Late Cancellation Fee: If you miss your scheduled telehealth appointment or cancel with less than 24 hours' notice, your medical provider is still compensated for their reserved time. To reschedule or cancel a missed appointment, a non-refundable fee will be applied to cover the provider's cost:
    • For orders totaling $100.00 or more: A $50.00 No-Show/Rescheduling Fee will be assessed. If you choose not to reschedule, your original payment will be refunded minus this $50.00 fee.
    • For orders totaling less than $100.00: A $35.00 No-Show/Rescheduling Fee will be assessed, or the total cost of your order (whichever is less). If you choose not to reschedule, your original payment will be refunded minus this fee.
  • Medical Evaluation Fee: If a provider determines you are medically ineligible for telehealth (e.g., you require high-level in-person emergency care or your medical history disqualifies you from specific treatments) before a full consultation occurs, a partial refund will be issued minus a non-refundable Medical Evaluation Fee. This fee covers the cost of the initial medical screening, the provider's chart review, and secure platform access.
    • For orders totaling $100.00 or more: An $85.00 Medical Evaluation Fee will be retained.
    • For orders totaling less than $100.00: A $35.00 Medical Evaluation Fee will be retained.
  • Voluntary Cancellations (Buyer's Remorse): If you choose to cancel your purchase voluntarily before receiving services, your refund eligibility depends on the status of your medical profile:
    • Before Intake Forms are Submitted: If you cancel before submitting your medical intake forms, you will receive a full refund minus a 5% Processing & Administrative Fee to cover unrecoverable merchant processing costs.
    • After Intake Forms are Submitted: Once your intake forms are submitted, a clinical chart review is immediately initiated. If you cancel after this point but with more than 24 hours' notice before a scheduled appointment, your refund will be processed minus the applicable Medical Evaluation Fee ($85.00 for orders $100+ or $35.00 for orders under $100) to compensate for the medical labor already performed.

4. Subscriptions & Recurring Memberships

Automatic Billing: Membership and subscription plans are billed automatically.

Cancellation Notice: You may cancel future billing at any time. To avoid the next scheduled charge, you must submit a cancellation request via email at least 5 business days prior to your next billing date.

No Retroactive Refunds: We do not offer prorated or retroactive refunds for "unused" portions of a membership or for charges already processed.

5. Chargebacks & Payment Disputes

By purchasing our services, you acknowledge that you are receiving a clinical service and/or a personalized medical product. In the event of an unauthorized chargeback, Direct Wellness LLC reserves the right to:

  • Provide this signed agreement and medical intake timestamps to your bank as proof of service.
  • Report delinquent accounts resulting from chargebacks to major credit bureaus.
  • Refer the account to a third-party collections agency.

6. Refund Eligibility (The Exceptions)

Refunds are only considered in the following limited scenarios:

  • A technical error resulted in you being charged more than once for the same service.
  • A technical or scheduling failure on the part of Direct Wellness LLC or our affiliates prevented the consultation from occurring.
    • Note on Fallback Communication: If a technical error occurs during a live video consultation, the provider will attempt to contact you via the phone number on file to complete the visit. If you fail to answer this secondary communication attempt during your scheduled appointment window, the appointment will be classified as a No-Show, and standard No-Show fees will apply.

Refund requests must be sent to customersupport@directwellnessnow.com within 48 hours of the incident. If a refund is approved, please allow 5 to 10 business days for the funds to post to your original payment method, depending on your financial institution.

7. HSA/FSA Transactions

In compliance with federal IRS regulations, all refunds for payments made via Health Savings Account (HSA) or Flexible Spending Account (FSA) cards must be credited back to the original card used for the transaction. We cannot issue cash, check, or alternative refunds for these transactions under any circumstances.

Governing Law

This policy is governed by the laws of the State of Florida. All disputes shall be resolved exclusively in the courts of Florida.

For full legal terms, including HIPAA protections and pharmacy disclosures, please review our Terms and Conditions.

Last Updated: June 9, 2026