Refund & Cancellation Policy

At OndaRx, we want our refund and cancellation policies to be clear and straightforward. Because our services include medical evaluations, prescription medications prepared specifically for individual patients, pharmacy fulfillment, and shipping, refund eligibility depends on where your order is in the treatment and fulfillment process.

Please review this policy before purchasing a treatment plan.

Your purchase does not guarantee that you will receive a prescription.

All prescription treatments require evaluation by a licensed healthcare provider. If your provider determines during your initial medical evaluation that you are not an appropriate candidate for the treatment you purchased and no prescription is issued, you will receive a refund of the amount paid for that treatment plan.

If an alternative treatment is clinically appropriate and you choose to proceed with it, any applicable price difference will be addressed before the new treatment is processed.

If you cancel your treatment plan before your medical evaluation or provider review has been completed, you are generally eligible for a full refund, provided that no prescription medication has entered pharmacy processing.

To request cancellation, contact OndaRx as soon as possible at hello@ondarx.com.

Submitting a cancellation request does not guarantee that an order can be stopped if medical review or pharmacy processing has already begun.

Once a licensed healthcare provider has completed your medical evaluation, professional medical services have already been provided.

If you request cancellation after your provider review but before your prescription has been submitted to or accepted for processing by the dispensing pharmacy, you may be eligible for a refund less a $50 medical evaluation fee.

Once pharmacy processing begins, the medication portion of your order is no longer eligible for cancellation or refund.

Prescription medications are prepared and dispensed specifically for the individual patient and cannot be returned, restocked, transferred, or reused.

For this reason, prescription medication orders are final and non-refundable once the prescription has been submitted to or accepted for processing by the dispensing pharmacy, except where required by law or where OndaRx determines that a dispensing or fulfillment error occurred.

This applies even if:

• You change your mind after ordering;
• You decide not to begin treatment;
• You discontinue treatment;
• You do not use all of your medication;
• Your provider later changes your dose or treatment plan;
• You experience side effects or do not achieve your desired results; or
• Your personal circumstances change after the medication has entered pharmacy processing.

If you experience side effects or have concerns about your treatment, contact your healthcare provider or OndaRx clinical team rather than discontinuing or modifying prescription treatment without medical guidance.

One-month treatment plans are billed according to the price displayed at checkout.

Once the prescription associated with a one-month treatment plan has entered pharmacy processing, the medication portion of that order is non-refundable.

Canceling a recurring one-month plan prevents future eligible renewals but does not retroactively cancel an order that has already entered medical or pharmacy processing.

OndaRx may offer discounted treatment plans that provide approximately three months of treatment.

Depending on the medication and treatment plan, a three-month supply may be prepared and shipped together or fulfilled according to the applicable treatment and pharmacy schedule.

When a three-month treatment plan is purchased, the patient is purchasing the entire three-month treatment plan, even when pricing is displayed as an equivalent monthly amount.

For example, a treatment displayed as “$149/month with a 3-month plan” represents a total three-month purchase of $447 unless otherwise stated at checkout.

Once medication associated with a prepaid three-month plan has entered pharmacy processing, the applicable medication order is non-refundable. If the full three-month supply is prepared or dispensed together, the entire medication portion of the three-month purchase is non-refundable.

Unused medication from a prepaid treatment period is not eligible for a prorated refund.

Some OndaRx treatment plans include multiple clinically appropriate dosage levels at the same patient price.

Your provider determines your prescribed dose based on your medical needs, response, and tolerability.

For treatment plans advertised with no price increase as dosage changes, the patient price remains the same regardless of the prescribed dose within the eligible treatment plan.

A dose increase, decrease, or decision to remain at the same dose does not create eligibility for a refund, credit, or price adjustment.

Your healthcare provider may recommend changing your dose, medication, or treatment plan based on your clinical response, side effects, laboratory results, medical history, or other factors.

If medication has already been dispensed or entered pharmacy processing, that medication generally cannot be refunded or credited toward a replacement treatment.

If your provider recommends a different treatment before pharmacy processing begins, OndaRx will work with you to address any applicable difference in treatment cost.

Certain OndaRx treatment plans renew automatically unless canceled before the applicable renewal date.

Your renewal date and billing terms will be disclosed when you enroll and may also be available through your patient account.

To avoid being charged for a future renewal, you must cancel before the applicable renewal is processed.

Once a renewal payment has been processed, OndaRx will attempt to stop fulfillment if requested promptly. However, if the medical review or pharmacy fulfillment process has already begun, some or all of the renewal payment may no longer be refundable under this policy.

Cancellation applies to future renewals and does not automatically create a refund for treatment already provided or medication already processed.

You may request cancellation through the patient portal (https://portal.ondarx.com) or by contacting OndaRx at hello@ondarx.com.

Please include the email address associated with your account and sufficient information for us to identify your treatment plan.

We recommend submitting cancellation requests as early as possible before your next scheduled renewal.

Individual responses to prescription medications vary, and no particular treatment outcome is guaranteed.

Experiencing side effects, lack of desired results, or deciding to discontinue treatment does not automatically make medication that has already been processed or dispensed eligible for a refund.

If you experience side effects, contact your healthcare provider promptly. Your provider may recommend modifying your dose, changing treatment, temporarily holding treatment, or discontinuing medication.

Seek immediate medical attention for a medical emergency.

If you receive medication that appears damaged, defective, compromised during shipment, or different from what was prescribed, do not use the medication.

Contact OndaRx at hello@ondarx.com within 48 hours of delivery and provide:

• Your name and order information;
• A description of the issue;
• Photographs of the medication, packaging, and shipping materials when applicable; and
• Any other information reasonably requested to investigate the issue.

OndaRx will coordinate with the dispensing pharmacy and/or shipping carrier as appropriate.

If we confirm a dispensing, fulfillment, or shipping error for which OndaRx or its fulfillment partners are responsible, we may provide a replacement, account credit, billing correction, or refund, as appropriate under the circumstances.

Do not discard medication or packaging until instructed to do so.

Certain medications may be shipped using temperature-controlled or protective packaging.

Packaging materials or cooling components that are no longer cold when the package arrives do not necessarily mean that the medication is unsafe or unusable.

If you are concerned about the condition or temperature of your medication when it arrives, do not use it until you have contacted OndaRx for guidance.

Refunds or replacements for temperature-related concerns are determined after review of the medication, shipping conditions, delivery timing, manufacturer or pharmacy stability information, and other relevant circumstances.

If tracking information shows that your package has been delayed, lost, or otherwise not delivered, contact OndaRx promptly so we can review the shipment and coordinate with the carrier or dispensing pharmacy when appropriate.

If tracking shows your package as delivered but you cannot locate it, please contact us promptly. We will assist in reviewing available tracking and delivery information.

Orders confirmed as properly delivered by the carrier generally are not eligible for a refund or complimentary replacement. OndaRx may review exceptional circumstances on a case-by-case basis.

Patients are responsible for providing a complete and accurate shipping address and for maintaining a secure location for delivery.

Additional charges may apply if medication must be replaced because an incorrect or incomplete address was provided.

Some OndaRx treatments may require laboratory testing before treatment begins or as part of ongoing monitoring.

Unless otherwise stated at checkout, laboratory fees may be separate from medication and treatment-plan charges.

Once laboratory services have been performed or a third-party laboratory has incurred charges associated with your testing, those fees generally are non-refundable.

If you purchase a treatment that requires labs and your provider subsequently determines that you are not eligible for treatment, refund eligibility for the treatment plan will be handled under Section 1. Fees for laboratory services already performed may remain non-refundable.

Fees associated with medical evaluations, consultations, laboratory review, or other professional healthcare services reflect services performed by licensed healthcare professionals.

Once those services have been performed, the associated professional fees generally are non-refundable.

Where this policy provides for a refund after an initial provider evaluation, OndaRx may deduct the applicable $50 medical evaluation fee before issuing the refund.

Refunds for purchases made using promotional pricing, discount codes, account credits, or other offers will not exceed the amount actually paid by the patient.

Promotional discounts generally have no cash value and will not be refunded separately.

Account credits, when offered, are subject to any terms provided when the credit is issued.

Approved refunds will generally be issued to the original payment method used for the purchase.

Please allow approximately 5–10 business days after a refund has been processed for the credit to appear on your account. Processing times vary by bank, card issuer, and payment provider.

OndaRx is not responsible for delays caused by your financial institution after a refund has been submitted.

If you believe you were charged incorrectly or have a concern regarding an OndaRx transaction, please contact us first at hello@ondarx.com so we can investigate and attempt to resolve the issue.

Initiating a chargeback does not change the terms of this Refund & Cancellation Policy or create refund eligibility where it otherwise does not exist.

Nothing in this section limits any rights you may have under applicable law.

Some medications offered through OndaRx may be compounded prescription medications.

Compounded medications are prepared pursuant to a valid prescription for an individual patient. Compounded drug products are not FDA-approved, and the FDA does not evaluate compounded medications for safety, effectiveness, or quality before they are marketed.

Your healthcare provider determines whether a particular treatment is medically appropriate for you

This policy does not limit any refund, cancellation, replacement, or other rights that cannot legally be waived under applicable federal or state law.

Where applicable law provides greater rights than those described in this policy, OndaRx will comply with applicable law.

OndaRx may also make reasonable exceptions to this policy in individual circumstances at its discretion.