This policy explains when you can get a refund and how to cancel. Questions? Email support@zorlo.co.
If your provider doesn't prescribe
If your provider decides a prescription isn't appropriate for you, you will not be charged for medication, and any amount already charged for medication will be refunded in full to your original payment method. [Consultation fee: state whether it is refunded, e.g. "The $[XX] consultation fee is non-refundable because the provider's review has been completed," or "Your consultation fee is also refunded."]
Before your order ships
You can cancel an order for a full refund at any time before the pharmacy begins preparing it. Email support@zorlo.co or cancel from your account. Once a pharmacy has begun preparing an order, especially a compounded medication made for you, it can no longer be cancelled.
After your order ships
For your safety and under state pharmacy laws, prescription medications cannot be returned or resold once they leave the pharmacy. Because of this, we cannot accept returns or give refunds on shipped medication, except in these cases:
- Damaged or incorrect order: contact us within 7 days of delivery with a photo, and we will send a replacement at no cost or issue a refund.
- Lost in transit: if tracking shows no delivery after 10 business days, or the package is confirmed lost, we will reship your order at no cost.
- Provider-directed stop: if your provider tells you to stop a medication because of a side effect within the first [30] days, contact us and we will review a refund of the unused portion of your plan.
Subscriptions and cancelling
Some plans renew automatically at the price and frequency shown at checkout. You can cancel at any time, and cancellation takes effect before your next billing date as long as you cancel at least [48 hours] before it. To cancel:
- use the cancel option in your account, or
- email support@zorlo.co with the subject "Cancel."
We will confirm your cancellation by email. Cancelling stops future charges; it does not refund a billing period that has already shipped. If you are charged for a renewal you meant to cancel and the order has not yet been prepared, contact us and we will cancel and refund it.
How refunds are paid
Approved refunds go back to your original payment method within 5 to 10 business days, depending on your bank. HSA and FSA refunds are returned to the same card.
Contact
support@zorlo.co
Zorlo Health LLC, 1309 Coffeen Avenue, STE 1200, Sheridan, WY 82801