GLP-1 program: refunds and cancellations

Everything you need to know about cancelling your GLP-1 programme, when you're eligible for a refund, and what happens at each stage.

Cancelling your programme

You can cancel any time before your first medication order has been processed. There are no lock-in contracts. To cancel, contact your Care team and we'll take care of the rest.

When you're eligible for a full refund

There are two situations where you'll receive a full refund:

• You're found ineligible after your briefing call. If our clinical team determines the GLP-1 programme isn't suitable for you following your briefing call, we'll refund you in full.
• You decide not to proceed before your order is processed. If you change your mind, whether before or after the briefing call, and your first order hasn't been processed yet, we'll refund you in full.

What's refundable

It comes down to one moment: whether your first medication order has been processed.

• Before your order is processed: we refund the $499 in full.
• After your order is processed: there's nothing to refund. Each order is generated against a paid invoice, so once it's processed there's no separate payment for us to return.

If you're changing your medication dosage

If you'd like to change your dosage and your current order has already been processed, we can't cancel or refund that incoming order. Once an order is processed it's generated against a paid invoice and prepared for delivery, so there's no separate payment for us to return.

An incoming pen is rarely wasted, though. Titrating down to the lowest effective dose is part of how the programme is designed to work, so an unused pen is often a good opportunity to step your dosage down safely under your clinical team's guidance. Your Care team can help you plan the switch so your next order reflects your new dose.

How to request a refund or cancellation

Contact your Care team and let us know you'd like to cancel or request a refund. We'll confirm your eligibility based on where you are in your programme, and email you once your refund has been processed, usually within 5–10 business days.

Pausing instead of cancelling

If you're not ready to stop altogether, we can pause your programme rather than cancel it. We can defer your next delivery by updating your order due date, so you can pick things back up when you're ready.

Please note: once your first order has been processed and set for delivery, a driver has been allocated and the delivery address can no longer be changed.