Legal
Payment Terms, Cancellations & Refunds
This policy explains how payment authorizations, cancellations, refunds, renewals, and shipping issues are handled for Health Rockit telehealth programs. It should be read together with the terms shown at checkout and our Terms of Service.
1. Cancellation Before Medical Review
To request cancellation before your medical consultation or provider review begins, contact us immediately through the Health Rockit contact form. A request is not complete until Health Rockit confirms it.
If your payment method has only been preauthorized, an approved cancellation will result in release of the authorization. If a payment has already been captured, an approved cancellation before medical review may be refunded less an administrative fee of up to $99, where permitted by law and disclosed to you before purchase.
2. If a Provider Does Not Approve Treatment
Completing an assessment or checkout does not guarantee a prescription. If a licensed provider determines that treatment is not medically appropriate, no prescription will be issued. Any payment authorization will be released, or any captured program payment will be refunded in full, without an administrative fee.
3. After Provider Approval and Pharmacy Submission
Once a provider has completed the consultation, approved treatment, and transmitted a prescription or order to a pharmacy, the order is final and cannot ordinarily be cancelled or refunded. Prescription products cannot be returned, restocked, or reused after they have been prepared or dispensed, even if unopened.
This limitation does not affect any right or remedy that cannot be waived under applicable law, including remedies for an incorrect, damaged, or defective shipment.
4. Treatment Changes After Fulfillment Begins
If your provider determines that a prescription must be changed after the original prescription or order has been submitted for fulfillment, a replacement order may require a reprocessing fee of up to $150. Any change remains subject to provider approval, pharmacy availability, and applicable law. Do not change or stop a prescribed treatment without speaking with your provider.
5. Recurring and Prepaid Plans
If you select an automatically renewing plan, you authorize the payment method on file to be charged at the price and interval shown before checkout. You may cancel future renewals through the patient portal or by submitting a request through our contact form before the next scheduled charge. Cancellation is prospective and does not reverse a charge or pharmacy order that has already been processed.
Multi-month plans are charged upfront when identified that way at checkout. After provider approval and pharmacy submission, unused time or medication under a prepaid plan is not ordinarily refundable. Any different promotional, minimum-term, or cancellation terms shown at checkout will form part of your purchase terms.
6. Shipping, Damage, and Incorrect Orders
Review your delivery promptly. Report an incorrect product, visible shipping damage, or a missing delivery through our contact form within seven days of delivery or the expected delivery date. Include your order number and a brief description, but do not submit medical details through the general contact form.
For a delayed shipment, please allow three additional calendar days beyond the carrier's expected delivery date before requesting a replacement. Health Rockit and the dispensing pharmacy will review timely reports and, when appropriate, arrange a replacement or another remedy required by law.
You are responsible for providing a complete and accurate delivery address. If a shipment must be replaced because the address supplied at checkout was incorrect or incomplete, a reprocessing and reshipping fee of up to $150 may apply if a replacement is permitted.
7. Billing Questions and Payment Disputes
Please contact Health Rockit before initiating a payment dispute so we can investigate the charge, explain its status, and address any eligible cancellation or refund. Health Rockit may provide the payment processor with records relevant to a dispute and may pursue remedies permitted by the purchase terms and applicable law.
8. How to Submit a Request
Use the contact form on our home page and include the name and email associated with the account, the order number if available, and whether your request concerns cancellation, billing, delivery, damage, or an incorrect item. Do not include diagnoses, medication instructions, or other detailed medical information in the general contact form.
This contact channel is not for emergencies or urgent medical questions. Call 911 for a medical emergency or call or text 988 for a mental health crisis. Use the secure patient portal for treatment questions.
9. Changes to This Policy
We may update this policy from time to time. Changes will be posted here with a revised effective date. The policy and checkout terms in effect when a transaction is completed will govern that transaction, except where applicable law requires otherwise.
This Payment Terms, Cancellations & Refunds policy was last updated on August 5, 2026.