Refund policy

When money paid to dose can come back, when it cannot, and how to ask.

Effective date [to be confirmed]

Last updated 3 September 2026

The short version. You can cancel at any time, and cancelling stops the next renewal. Medication a pharmacy has already dispensed cannot be returned, so a refund for it is only possible before the order is filled. A consultation fee pays for a clinician’s review, and the review happens whether or not it ends in a prescription.

The short version. dose is a technology platform. It connects you with independently licensed clinicians and with a licensed pharmacy; it does not practice medicine and it does not dispense medication. A clinician decides on their own whether prescription treatment is appropriate for you, and paying for a review does not entitle you to a prescription.

This summary is not the policy. Where the two differ, the numbered sections govern. Every figure, cut-off and processing time on this page is bracketed because none of them are settled.

What this policy covers

This policy explains when money paid to dose can be returned, when it cannot, and how to ask. It sits alongside the terms and conditions, which govern everything else about using the platform.

It covers what you pay dose. It does not cover anything you pay another party directly — a laboratory, an insurer, or a pharmacy that bills you separately.

Cancelling your plan

You can cancel at any time from your account. Cancelling stops the next renewal.

Cancelling does not, by itself, refund the period you are already in, cancel a prescription a clinician has already issued, or stop a shipment that has already left the pharmacy. Section 04 explains what happens to medication that is already on its way.

[The cut-off for cancelling before a renewal is charged, and before a refill is dispensed, is to be confirmed.]

Consultation and membership fees

A consultation fee pays for a licensed clinician to review your assessment. It is charged for the review itself, and the review happens whether or not it ends in a prescription.

Once a clinician has reviewed your case, that fee is generally not refundable. If you are charged for a review that never took place, tell us and we will return it.

[Which fees are consultation fees, which are membership fees, and what each one includes are pending finance and legal sign-off.]

Medication that has been dispensed

Prescription medication that has been dispensed cannot be returned to the pharmacy, resold, or reused. That is a safety rule rather than a dose policy, and it applies from the moment your order is filled.

A refund for medication is therefore possible before the pharmacy dispenses it, and generally not possible afterwards.

[The point at which an order can no longer be stopped is set by the dispensing pharmacy and is to be confirmed.]

If treatment is not appropriate for you

If a clinician reviews your assessment and decides prescription treatment is not clinically appropriate, you are not charged for medication.

[Whether the consultation fee is returned when a clinician declines to prescribe is to be confirmed. It is a decision that has to be made and stated here plainly before this page is published.]

If an order arrives damaged, late or wrong

Tell us as soon as you notice. Do not use medication that looks damaged, has been opened, or has arrived warm when it should have been kept cold.

We will work with the pharmacy to replace it or return what you paid. [The reporting window, and what evidence the pharmacy needs, are to be confirmed.]

Refunds we make case by case

Some situations are not covered by a rule — a duplicate charge, a plan you were moved onto by mistake, an account you could not cancel because something on our side failed.

Tell us what happened. Where the fault is ours we will put it right.

How to ask for a refund

Write to [refund contact email to be confirmed] with the name on the account, the charge you are asking about, and what happened. You do not need a particular form of words.

If the request concerns medication, say whether the order has arrived and whether it has been opened.

How long a refund takes

[Our response time and processing time are to be confirmed.]

A refund goes back to the payment method you used. Your bank or card issuer then decides how quickly it appears, which is usually a few working days after we release it.

Chargebacks and disputes

If you dispute a charge with your bank before asking us, your account may be suspended while the dispute is open, and we may not be able to settle it with you directly until your bank closes it.

Asking us first is almost always faster.

Changes to this policy

When this policy changes we post the new version here and update the effective date at the top of the page.

The version in force on the day you were charged is the one that applies to that charge.

Questions about a charge

Write to us with the charge in front of you and we will tell you where it came from. What you agree to when you use the platform is in the terms and conditions.

[Refund contact email to be confirmed] · [Registered entity name and postal address to be confirmed]