Subscription Services Cancellation and Refund Policy
This policy describes how the VelThor Subscription Service works and how cancellations and refunds are handled.
Effective date: February 2026
Subscription Services
Your membership in the subscription program (“Subscription Service”), including your ability to access the services, begins when you have completed the intake form, at which time you will be charged for the first month of the Subscription Services. The Subscription Services include access to providers, medications where appropriate, and online support. If you are disqualified by our licensed provider for any medical reason, you will receive a full refund. There is no guarantee of results or effectiveness due to your participation in the Subscription Services.
Cancellation policy
You may cancel your Subscription Service at any time for any reason. To cancel, contact customer service and request a cancellation or use the process outlined in your online account (if applicable). To ensure a smooth process, we require your cancellation request to be received at least 72 hours prior to your billing date. If this notice is not met, your subscription will be charged on the next billing date and the cancellation will take effect on the subsequent billing date. After cancellation, you will continue to receive the Subscription Services through the end of your billing cycle.
Refund policy
If your Subscription Service is cancelled due to disqualification by our licensed provider, you will be issued a refund for the remainder of your Subscription Service charges following the disqualification. OTHER THAN CANCELLATION DUE TO MEDICAL DISQUALIFICATION, IN NO EVENT SHALL YOU BE ISSUED A REFUND UPON CANCELLATION OF THE SUBSCRIPTION SERVICES. Federal law generally prohibits the return of prescription medications to pharmacies for refund or reuse once they have been ordered to a patient in order to protect public health and safety. If approved, refunds will only be issued for your most recent billing cycle and will not be issued for past billing cycles.
Damaged or incorrect items
Please inspect your medication immediately upon receipt. If the medication appears damaged or incorrect, contact customer service immediately. Damaged items may be replaced by the pharmacy upon receipt of evidence of damage. Incorrect medications will be replaced by the pharmacy.
What is included in my Subscription Services price?
Your Subscription Service represents a single price for the subscription purchased. This may include consultations both live and via electronic form submissions and reviews with a Provider for medications fulfilled through a pharmacy or other healthcare services on which we collect payments, lab services, care support, a 24/7 patient support line, and other services to support your care. Services, labs, and medications covered by the single Subscription Service price may vary.
If your provider determines you are no longer eligible
If your Provider determines you are no longer eligible for the Subscription Services, your subscription will be cancelled and a refund may be issued. If you have questions or concerns about a clinically initiated cancellation, please contact customer service at support@velthor.com.
Governing terms
Unless otherwise stated herein, VelThor’s Terms of Use govern this Cancellation and Refund Policy. In all events you are responsible for all fees from services and healthcare services rendered; this Cancellation and Refund Policy governs fees for Subscription Services only.
Questions about this document?
The support team can clarify how a specific provision applies to you.