Refunds and Cancellations

You are not charged anything until a licensed clinician reviews your intake and decides that treatment is appropriate. If no prescription is written, you are not charged for medication. Once a prescription has been written and sent to the pharmacy, refund restrictions apply, and all orders become non-refundable 30 days after purchase.

Shipping, unlimited messaging and phone access to your provider, educational resources and the patient portal tracker are included in every plan at no extra cost.

How your order works

1. You complete a medical intake on our site.
2. A licensed clinician reviews it. They may message you for more information, which can include identification, health history, laboratory results or records from another provider.
3. If the clinician decides treatment is appropriate, they write a prescription and we charge your card.
4. The prescription goes to a licensed pharmacy, which prepares and ships your medication.

Most orders complete in about 5–7 business days when information is submitted promptly, and medication usually arrives 2–3 business days after the pharmacy ships. Your order cannot move forward until the clinician has everything they asked for.

When you are charged

Checkout does not collect payment. We place a $0 authorization hold on your card to confirm it is valid.

You are charged only after a licensed clinician has approved treatment and written your prescription. If the clinician decides treatment is not appropriate and does not write a prescription, the hold is released automatically and you are not charged for medication.

What your plan includes

A plan is a set number of weeks of medication, starting on the day you are charged:

Your plan runs on its own calendar from the day you are charged. Plans renew automatically at the end of each period until you cancel.

Cancelling your plan

You can cancel at any time from your account, or by emailing info@veloshealthus.com.

Cancelling stops future renewals. To stop a renewal, we need your cancellation before that renewal is processed. Cancelling does not stop or refund an order that has already gone to the pharmacy, and it does not refund the unused part of a plan you have already paid for.

When a refund is available

All of the above applies except where refunds are required by applicable law.

Why orders become final once they reach the pharmacy

Prescription medication cannot be returned, reused or resold once it has been dispensed. This is a legal and safety requirement that applies to every pharmacy in the United States — it is not a Velos preference — and it applies even if the medication is unopened.

The 30-day limit

Orders are non-refundable 30 calendar days after purchase, whatever their status, except where a refund is required by applicable law. This includes orders delayed because we were waiting on information from you.

After 30 days you can still cancel to stop future charges. You cannot get a refund for a plan period you have already paid for.

If your order arrives damaged or does not arrive

We will replace your order at no cost if it:

• arrives damaged,
• arrives outside its required temperature range,
• is lost in transit, or
• was shipped incorrectly.

Contact us within 7 days of delivery, with photographs where relevant. This is separate from the refund rules above and is not affected by the 30-day limit.

We cannot replace an order sent to an incorrect address that was provided to us.

Refill questionnaires

Before each refill, you need to complete a short refill questionnaire so your provider can review your progress and reauthorize your prescription. We will remind you when one is due.

If you are late completing it, your next order is held until it is done, and billing continues on schedule. Once you complete the questionnaire and your provider reauthorizes your treatment, your held order is released and ships.

Your plan period does not extend to make up for the delay. A 24-week plan ends 24 weeks after you were charged, whether or not every questionnaire was completed on time. Please complete them promptly so you receive everything your plan covers.

How to request a refund

Email info@veloshealthus.com with your order number and the reason for your request. We respond within 2 business days.

How refunds are processed

Approved refunds go back to the original payment method and usually take 5–10 business days to process. Your bank or card issuer may take longer to post the credit.

Questions

Email info@veloshealthus.com. For anything about your treatment, message your provider through the patient portal.

If you have a medical emergency, call 911.