Refund & Cancellation Policy

Last updated: August 22, 2026

Canceling your plan

You can cancel future billing at any time from your patient portal or by emailing support@rowtelehealth.com before your next billing date. Cancellation stops future charges. It does not retroactively refund charges already made.

Annual plans

Plans purchased on an annual basis are prepaid in full and are not refundable, in whole or in part, including any unused portion if you cancel before the term ends. You may cancel at any time to stop the plan renewing at the end of the term.

The one exception is medication you paid for and did not receive. If any part of your annual plan covers medication that is never dispensed or shipped to you, that amount is refunded. The protections below also continue to apply: you are not charged for medication if a provider reviews your case and does not issue a prescription, and medication that arrives damaged or compromised is replaced at no cost. On an annual plan the same split applies. Once a provider has reviewed your case that review is the service you paid for, so the consultation portion of the plan is earned and only the medication portion is refunded.

Consultation fees, cancellations and no-shows

A consultation fee pays for a licensed provider's time reviewing your case. Asynchronous review is $30 and a live video visit is $55. See pricing.

You can reschedule or cancel a live video visit at no charge with more than 24 hours' notice. A live video visit cancelled with less than 24 hours' notice, or missed entirely, may be charged the visit fee, because the appointment time is held for you and cannot be released.

If you are charged for a consultation that does not take place, you are refunded the consultation fee in full.

An asynchronous review has no appointment to miss. If you pay for one and then decide not to submit your intake, email support@rowtelehealth.com and we will refund it, provided a provider has not already reviewed your case.

Before medication is dispensed

If you cancel after payment but before your provider visit is completed or before the pharmacy dispenses your medication, you will receive a full refund of that billing cycle, less any completed provider-visit fee where state rules require it to be paid.

After medication is dispensed

Prescription medications cannot be restocked or resold once dispensed. For safety and regulatory reasons, amounts covering medication that has been dispensed or shipped are not refundable. If your medication arrives damaged or compromised, contact support@rowtelehealth.com within 14 days and we will arrange a replacement at no cost.

If a provider determines treatment isn't appropriate

If a licensed provider reviews your assessment and does not issue a prescription, you are not charged for medication, and any amount you paid toward medication is refunded. The consultation fee covers the provider's time reviewing your case. That review is the service you paid for, so once it is complete the consultation fee is earned and is not refunded.

Billing questions

If you believe you were billed in error, contact support@rowtelehealth.com within 60 days of the charge and we will review and respond within 5 business days.