Cancellation is free at any time; refunds are narrow. MEDVi’s posted policy returns money in full only when a subscriber cancels within the first 72 hours without having received services, or when a clinician disqualifies them medically. Monthly subscribers get nothing back for the month they cancel in or any earlier month. Notice must arrive 72 hours before billing.
Two 72 hour rules that do different jobs
The number appears twice in the same document and confusing them is expensive. The first is a cancellation deadline: a request has to reach patient support at least 72 hours before the next billing date. Miss it and the account is charged for the then-current cycle, with cancellation taking effect on the following one. The second is a refund window: cancel inside the first 72 hours of the subscription term, having received no services, and the charge comes back in full.
So the same three-day figure governs both a forward-looking notice period and a backward-looking cooling-off period. A subscriber who cancels on day four of month one is inside neither. The policy names two routes for the request, the email address hello@medvi.org and the chat feature in the patient portal, and directs cancellations to those rather than to the general help address published elsewhere on the site.
What a monthly subscriber actually gets back
The policy states the answer in capital letters, which is unusual candor: a monthly subscriber will not be issued a refund on cancellation for the month in which the cancellation occurred or for any prior month. Service continues through the end of the paid cycle, and that is the whole of the consideration. There is no partial month, no pro rata credit, and no unused-shipment adjustment.
Prepaid plans of two months or more sit in a better position. Those get a refund for months in which no medication was shipped. That inverts the usual intuition that longer commitments are riskier: on the posted terms, a prepaid buyer who quits mid-plan recovers the unshipped remainder while a month-to-month buyer recovers nothing at all.
Refund terms are not uniform across the category, so reading a few side by side before enrolling is worthwhile. Ro, Hims and Hers, and Henry Meds each post their own cancellation windows, and HealthRX sets out the refund and billing terms on its tirzepatide plans, while manufacturer channels like LillyDirect operate per fill with no subscription to unwind. Where this program lands is easier to judge against two or three of those than on its own.
Why the medication itself is never refundable
The policy grounds this in federal handling rules rather than company preference, stating that prescription medications generally cannot be returned to pharmacies for refund or reuse once ordered for a patient. That constraint is real and applies across the industry; it is not a MEDVi peculiarity. Compounded semaglutide and tirzepatide are not FDA-approved drugs, and the agency does not review them for safety, effectiveness, or quality before sale, which makes chain-of-custody assurances after a product leaves the pharmacy weaker still.
There is a carve-out for goods that arrive wrong. Damaged items may be replaced by the pharmacy on evidence of damage, and incorrect items are replaced by the pharmacy. Both remedies come from the dispensing pharmacy rather than from the subscription, so photographing the shipment on arrival, before anything is refrigerated or discarded, is the practical step. Injectable GLP-1 products require refrigeration, and the FDA has received complaints about compounded shipments arriving warm or with inadequate cooling.
| Scenario | Stated outcome | What to document |
|---|---|---|
| Clinician declines to prescribe | Full refund of the subscription charge | The disqualification message and its date |
| Cancel within 72 hours, no services used | Full refund | Timestamped cancellation email |
| Cancel later on monthly billing | No refund for the current or prior months | Confirmation that future cycles stop |
| Cancel a prepaid multi-month plan | Refund for months with no medication shipped | Shipment records for each paid month |
| Notice arrives inside 72 hours of billing | Charged for the current cycle, cancellation effective next | Send date against the portal billing date |
| Shipment damaged or incorrect | Replacement by the dispensing pharmacy | Photographs on arrival, packaging kept |
| Consultation already delivered | Consult fees not eligible for refund | Whether a visit occurred before cancellation |
The clauses people miss
Three sit in the user agreement rather than the refund page. Medical consultation fees are not eligible for refund once a consultation has been received, and all sales are described as final. The final card charge may vary depending on the medication prescribed and the pharmacy that fulfills the order, which means the advertised subscription figure is not a fixed contract amount. And disputes carry a mandatory arbitration provision with a class action and jury trial waiver, an informal resolution period before arbitration, and a window to opt out of arbitration within 30 days of first accepting the terms.
That opt-out is the clause worth acting on rather than reading. It is available only at the start and only briefly, and exercising it costs nothing. Almost nobody uses it because almost nobody knows it is there while it is still open.
Cross-checking any summary against the source document is the other habit worth keeping. A competing platform publishes a detailed account of these terms, and the provider behind it sells the same category of product, so the framing is interested even where the underlying citations are accurate. One example: a third-party summary describing a five-month results-based refund guarantee does not correspond to anything in the posted policy, which offers no outcome-linked refund at all.
What the policy does not cover
Nothing in it addresses what happens to a patient mid-titration when a subscription ends, which is the clinically consequential part. Stopping is not neutral: in the STEP 1 trial extension, participants regained a substantial share of the weight they had lost after semaglutide was withdrawn, and a randomized withdrawal study of tirzepatide found that continuing treatment preserved reduction while switching to placebo did not. Anyone canceling for cost reasons should plan the handoff to another prescriber before the last shipment rather than after it.
Frequently asked questions
Does canceling stop a shipment already in process?
Not necessarily. The policy provides that service continues through the end of the current billing cycle after cancellation, and prescription products cannot be returned for refund once dispensed. A request submitted close to a billing date may be honored for the following cycle while the current one still ships and stands as charged.
Is a refund available if the medication is not effective?
The posted policy contains no outcome-based refund. Full refunds are limited to medical disqualification and to cancellation inside the first 72 hours with no services received. Summaries elsewhere describing a results guarantee tied to several months of use do not match the document the company actually publishes.
What happens to a prepaid plan that ends early?
Months for which no medication shipped are refundable on the posted terms. Months already fulfilled are not. Keeping shipment confirmations for each cycle matters here, because the refund calculation turns on what was dispensed rather than on how much of the plan period remains.
Can a card chargeback substitute for following the process?
It is a poor first move. The terms route disputes through an informal resolution step and then binding arbitration with a class action waiver, and a chargeback filed before that process generally weakens rather than strengthens a position. Written cancellation with a timestamp is the stronger record.
Are laboratory costs or consult fees ever returned?
Consultation fees are excluded from refund once the consultation has taken place. Laboratory services are described in the terms as potentially uncovered by any health plan, since the affiliated medical entities are out of network, and Medicare drug coverage has excluded medication used solely for weight loss.
Sources
- FDA, Compounding and the FDA: Questions and Answers. https://www.fda.gov/drugs/human-drug-compounding/compounding-and-fda-questions-and-answers
- FDA, Concerns with Unapproved GLP-1 Drugs Used for Weight Loss. https://www.fda.gov/drugs/postmarket-drug-safety-information-patients-and-providers/medications-containing-semaglutide-marketed-type-2-diabetes-or-weight-loss
- FDA, Human Drug Compounding Laws and Policies. https://www.fda.gov/drugs/human-drug-compounding/compounding-laws-and-policies
- Weight regain and cardiometabolic effects after withdrawal of semaglutide, STEP 1 trial extension. https://pubmed.ncbi.nlm.nih.gov/35441470/
- Continued Treatment With Tirzepatide for Maintenance of Weight Reduction, SURMOUNT-4. https://pubmed.ncbi.nlm.nih.gov/38078870/
- Weight Regain After GLP-1-Based Therapy Discontinuation. https://pubmed.ncbi.nlm.nih.gov/41909366/
- DailyMed, Zepbound (tirzepatide) prescribing information. https://dailymed.nlm.nih.gov/dailymed/search.cfm?labeltype=all&query=ZEPBOUND
- CMS, Prescription Drug Coverage General Information. https://www.cms.gov/medicare/coverage/prescription-drug-coverage
