Last updated 17 August 2026. This policy restates Section 5 of our Terms of Service, which governs if the two ever differ.
The short version
You can cancel at any time, from your member portal, and there is no cancellation fee. If a physician does not approve you, you are refunded in full, automatically. If you prepaid for a longer term and cancel part-way through, we refund your unused balance — recalculated at the month-to-month rate for the months you actually received.
Not approved, not charged
Every protocol is reviewed by a licensed physician before anything is dispensed. If the physician does not approve a protocol for you, you receive a full, automatic refund of everything you paid for it. You do not need to ask, and there is no restocking or review fee. A physician may also decline for safety reasons after initially approving — the same refund applies to anything not yet shipped.
How prepaid terms are refunded
Longer terms are cheaper because they are a commitment. If you cancel part-way through one, you keep the months you received — but those months are recalculated at our month-to-month rate, because that is the arrangement you actually used. We refund whatever is left.
The formula: your refund is what you paid, minus the month-to-month price of each month already shipped to you.
Worked example. You prepay twelve months at $129/month — $1,548 in total. The month-to-month price of that same protocol is $169. You receive three shipments and then cancel. The three months you received are recalculated at $169, which is $507. Your refund is $1,548 − $507 = $1,041.
You are never billed extra for cancelling. If the recalculation ever exceeded what you paid, your refund is zero, not a charge — the most a cancellation can cost you is the discount you had not yet earned.
This is disclosed beside the price everywhere a prepaid term is sold, before you pay.
Cancelling stops future billing
Cancellation takes effect for all future cycles. It does not retroactively refund cycles that have already been delivered, beyond the recalculation described above.
Medication already shipped cannot be returned
Prescription medication that has been dispensed and shipped cannot be returned, refunded, or resold. This is a safety and legal requirement that applies to every pharmacy in the United States, not a Conduit preference — once a temperature-sensitive prescription leaves the pharmacy's custody, its chain of storage can no longer be verified, so it cannot lawfully re-enter supply.
Nothing in this policy limits any right you have under applicable law.
If something arrives damaged or does not arrive
If a shipment arrives damaged, arrives warm, or does not arrive at all, tell us through the secure message thread in your member portal at app.getconduit.co and we will replace it. Please raise it within 7 days of the delivery date so we can take it up with the pharmacy and the carrier while their records are still open.
How to cancel
From your member portal at app.getconduit.co — sign in and cancel directly. It takes effect immediately, it is the same medium you signed up in, and no one will ask you to justify the decision or sit through a retention offer.
If you cannot reach your portal, write to us at the postal address below and we will action it on the date we receive it.
How refunds are issued
Refunds go back to the original payment method. Once we issue a refund it typically appears within 5–10 business days, depending on your bank or card issuer — that window is set by them, not by us.
Questions
Secure message in your member portal at app.getconduit.co, or write to us:
Conduit Health, LLC · 5606 SMU Blvd, Suite 600715, Dallas, TX 75206