Refund Policy
How refunds work for YourMD Telehealth consultations, treatment subscriptions, and compounded medications.
Effective April 21, 2026 · Applies to all telehealth purchases on or after this date · Replaces all prior telehealth refund policies
Quick summary
- Telehealth consultations and treatment subscriptions are generally non-refundable — you are paying for physician time and compounded medication prepared specifically for you.
- Narrow exceptions cover: service not rendered, physician declines prescription, pharmacy shipment failure, medication recall, and physician-documented adverse events requiring treatment cessation.
- Cancel anytime. You can cancel any treatment subscription from your patient portal. No further charges; no refund for the current period.
- Price you see at checkout is the price you pay. No cancellation, early-termination, or reinstatement fees.
1. General principles
YourMD Telehealth is operated by United Medical Group, PLLC under the YourMD.online, LLC platform. Every telehealth purchase — a consultation fee, a treatment subscription, a compounded medication — is a purchase of a professional medical service or a pharmacy product prepared for you specifically. Both categories have narrow refund surfaces by their nature.
Two principles apply to everything below:
- Fair and documented. We document the refund policy applicable to each purchase before you pay, and we honor what we document.
- No hidden fees. The price you see at checkout is the price you pay. We do not charge cancellation fees, early-termination fees, or reinstatement fees.
This policy is the authoritative statement of telehealth refund terms. In case of conflict between this policy and marketing materials or individual customer-service communications, this policy controls.
2. Telehealth services — what's non-refundable
This section applies to services on telehealth.yourmd.online:
- Telehealth consultations (video, audio, or chat)
- DTC treatment subscriptions — weight management (GLP-1), men's sexual health, hair restoration, dermatology, peptide therapy, longevity / hormone optimization, wellness injectables
- One-time treatment requests with consult fee plus optional compounded-medication fulfillment
- Compounded medications prepared and shipped through YourMD partner pharmacies
Telehealth services are generally non-refundable.
When you pay for a telehealth consultation you are paying for the physician's clinical time and judgment. When you pay for a treatment subscription you are paying for clinical evaluation plus the preparation and shipment of a compounded medication specifically for you. Once these services are delivered, they cannot be returned.
2.1 What is specifically non-refundable
- Physician consultation fees once the consultation has occurred, regardless of outcome
- Treatment subscription fees for any period during which treatment was delivered — meaning the medication shipped, a consultation was available, or provider messaging was accessible
- Compounded medications that have been prepared and shipped. By federal law these cannot be returned to the pharmacy and cannot be resold to anyone else
- Missed appointments. Consultation fees where you did not attend a scheduled appointment without providing 24-hour cancellation notice
3. Narrow exceptions — when we will issue a refund
The following situations qualify for full or partial refund:
- Service not rendered. You paid for a subscription but no consultation has occurred and no medication has shipped, and you cancel before either happens. Full refund.
- Physician declines prescription. You paid a consultation fee and the physician determined that no prescription was clinically appropriate for you. Consultation fee refunded, minus a $20 administrative fee that covers the physician's clinical evaluation time. (This exception is provided to align with Washington and Oregon telehealth regulations.)
- Pharmacy shipment failure. The compounding pharmacy failed to ship your medication within 30 days of prescription, shipped the wrong product, or shipped a visibly damaged product. We re-ship at no charge or refund the medication portion of your subscription, at your choice.
- Medication recall. If a compounded product you received is recalled by the pharmacy or by the FDA, we refund the cost of any unshipped portion of the recalled product and assist with return procedures for already-shipped product as applicable regulations require.
- Adverse event requiring medical cessation. If you experience a documented adverse reaction to a prescribed treatment and your YourMD physician recommends stopping treatment, we refund the unused portion of your current subscription period. "Documented" means captured in your YourMD medical record.
4. What the exceptions are NOT
The exceptions above do not apply to any of the following:
- Dissatisfaction with clinical outcome (weight not lost, hair not grown, erectile response not as hoped). Outcomes vary individually and are not guaranteed.
- Side effects that are listed in the Treatment Acknowledgment you signed and that do not require medical cessation
- Change of mind after medication has shipped
- Preference for a different medication after treatment has begun
- Discontinuation of treatment for personal reasons (scheduling, travel, etc.)
- Price changes — you receive the price at which you subscribed for the remainder of your current subscription period
5. Subscription cancellation
You can cancel a treatment subscription at any time:
Upon cancellation:
- No further charges will be made
- You retain access to any medication already prescribed and shipped
- No refund is issued for the current subscription period (consistent with § 2.1 above)
- Future refills are stopped
6. Chargebacks and payment disputes
6.1 Please contact us first
If you believe a charge is incorrect, disputed, or should be refunded, please contact us before initiating a chargeback with your bank or card issuer. Most disputes can be resolved directly and faster than through the chargeback process.
Contact: support@yourmd.online
6.2 If you file a chargeback
When a chargeback is filed against a YourMD charge we will:
- Provide Stripe with our documentation of the transaction, including the specific product terms you agreed to at checkout
- Include evidence of service delivery (consultation records for telehealth, access logs for subscriptions, shipping confirmation for medications)
- Not attempt to bill your card for additional amounts related to the chargeback
- Suspend the account associated with the disputed charge pending resolution
6.3 Fraudulent chargebacks
Chargebacks filed without a good-faith basis — for example, filing a chargeback on a subscription where services were clearly delivered per the terms you agreed to — may result in account termination and may be reported to credit card networks' fraud databases. We reserve the right to pursue recovery through civil action in cases of clear fraud.
7. How to request a refund
7.1 What to send
Email support@yourmd.online with:
- Your account email
- The transaction date and approximate amount
- A brief description of why you're requesting a refund
- Any relevant documentation:
- For adverse events: reference to the entry in your YourMD medical record
- For shipment failures: photos or delivery-confirmation details
- For physician-declined prescriptions: the date of your consultation
7.2 Response timeline
- We acknowledge all refund requests within 2 business days
- Simple refund requests (clear-cut exceptions) are processed within 5 business days
- Requests requiring clinical review (adverse events, medical necessity cessation) may take 7–14 business days while the Medical Director reviews
7.3 Refund method
Refunds are issued to the original payment method. Processing times depend on your card issuer or payment processor:
- Credit cards — typically 5–10 business days to appear on your statement
- Debit cards — typically 5–10 business days
- HSA/FSA cards — typically 5–10 business days; your HSA/FSA administrator may require the original itemized receipt
- Bank debit (ACH) — typically 5–10 business days
8. Changes to this policy
We may update this policy as our telehealth services evolve. Changes take effect on the Effective Date listed at the top of the policy and apply only to telehealth purchases made on or after that date. Purchases made under a prior version of this policy are governed by the version in effect at the time of purchase.
Material changes will be communicated via email to existing subscribers at least 30 days before the effective date. An archive of prior policy versions is available on request to support@yourmd.online.
Contact
YourMD Online, LLC · United Medical Group, PLLC · 9205 W. Russell Road, Building 3, Suite 240, Las Vegas, NV 89148
This policy is effective as of April 21, 2026 and replaces all prior refund policies for YourMD Telehealth. AI subscription products on www.yourmd.online are governed by a separate refund policy on that site.