Refund Policy
Important Notice
Wellness With HLOCare provides telehealth services and facilitates access to prescription medications. Due to the nature of medical services and prescription medications, refunds are limited and subject to the terms below.
Prescription medications cannot be returned once dispensed or shipped. All medication sales are final.
Subscription Plans
Treatment plans are offered on a recurring subscription basis unless otherwise stated. Subscriptions automatically renew according to the billing schedule selected at checkout.
You may cancel your subscription at any time through your patient portal or by contacting Wellness With HLOCare.
Cancellation requests should be submitted at least three (3) business days before your next billing date.
Medical Review Fees
Provider review and telehealth consultation services are non-refundable.
If you submit an assessment and a licensed provider reviews your medical information, a medical review fee may apply regardless of whether medication is ultimately prescribed.
Prescription Medications
Prescription medications are non-refundable once:
- Prescribed and submitted to the pharmacy for fulfillment;
- Dispensed by the pharmacy;
- Shipped;
- Delivered;
- Opened; or
- Used.
Because prescription medications cannot be safely returned or resold, all medication sales are final.
Order Cancellations
Orders may be canceled before a prescription has been transmitted to the pharmacy.
- If a cancellation request is received before provider review and prescription processing, a full refund may be issued.
- If a provider has already completed the medical review, applicable medical review fees may be deducted from any refund.
Once a prescription has been transmitted to the pharmacy for fulfillment, the order cannot be canceled.
Damaged, Defective, or Incorrect Orders
If your medication arrives damaged, defective, or incorrect, please contact Wellness With HLOCare within forty-eight (48) hours of delivery.
Please include:
- Full name
- Order number
- Date of purchase
- Description of the issue
- Photographs of the medication, packaging, shipping label, or damaged item when applicable
Additional information or documentation may be requested to review your claim.
If the issue is verified, Wellness With HLOCare may, at its sole discretion, provide a replacement, account credit, refund, or other appropriate resolution where permitted by applicable law.
Shipping Issues
If a package is lost, delayed, or damaged during transit, please contact us as soon as possible.
We will work with the pharmacy and shipping carrier to investigate the issue and determine whether replacement options are available.
Refund Review Requests
Refund requests are reviewed on a case-by-case basis.
To request a refund review, please email: hello@hlocarewellness.com
Please include:
- Full name
- Order number
- Date of purchase
- Description of the issue
Additional documentation may be requested. Submission of a refund request does not guarantee approval.
Refund Processing
If a refund is approved, it will be issued to the original payment method used for the purchase.
Please allow up to fourteen (14) business days for processing, although actual posting times may vary depending on your financial institution.
Contact Us
For questions regarding subscriptions, billing, refunds, or orders, please contact:
Wellness With HLOCare
Email: hello@hlocarewellness.com
5900 Balcones Drive, Suite 100
Austin, TX 78731