Refund, Cancellation & Subscription Policy

This policy explains how billing, cancellation, and refunds work at Ryo Health. It applies to every order placed on ryohealth.com.

The short version

Cancel any time before your next billing date and you are not charged for that cycle. There is no minimum term, no cancellation fee, and no notice period. Once a prescription has been sent to the pharmacy, the medication cannot be returned or refunded.

Subscription and billing

Ongoing programs are billed as a recurring subscription through Stripe, at the price and cadence shown at checkout, until you cancel. Your first charge is authorized when you place your order and captured only after a licensed clinician approves your visit. Each following charge is made on your renewal date.

The price you see at checkout is the price you pay at every dose. If your prescription changes in a way that changes your price, we tell you before the change takes effect.

How to cancel

Email support@ryohealth.com from the address on your account, or reply to any message from your care team. We confirm every cancellation in writing.

We never require a phone call to cancel, and we do not route cancellations through a retention call you have to sit through.

When cancellation takes effect

There is one rule, and it is your renewal date:

• Cancel before your renewal date. You are not charged for the next cycle. Nothing further ships. Medication you have already received is yours to finish.
• Cancel after your renewal date but before the prescription reaches the pharmacy. You receive a full refund of that charge.
• Cancel after the prescription reaches the pharmacy. That cycle cannot be refunded, and your cancellation applies to every cycle after it.

Prescriptions are typically sent to the pharmacy on the same business day you are billed, so if you know you want to stop, cancel before your renewal date.

Why filled prescriptions cannot be refunded

Once a prescription has been filled, the medication cannot legally be returned to pharmacy stock, resold, or dispensed to anyone else. This applies to every pharmacy in the United States and is not a Ryo policy choice. Please do not ship medication back to us.

If you are not approved

A prescription is never guaranteed. If a clinician determines that treatment is not appropriate for you, your order is canceled and you are refunded in full, including the consultation fee. You are never charged for medication you were not approved to receive.

Damaged, lost, or incorrect orders

Inspect your order when it arrives. Contact support@ryohealth.com within 7 days of delivery if any of the following happened, and we will replace the affected medication at no cost to you:

• The package arrived damaged, or the vial or pen is broken or leaking.
• The package arrived warm when it was shipped cold, or the cold pack was fully thawed on arrival.
• You received the wrong medication, dose, or quantity.
• Tracking shows the package delivered but it never reached you, or tracking has not moved for 7 days.

Photos help us resolve these quickly. Replacement is our standard remedy because a replacement gets you back on your protocol. If a replacement is not possible, we refund that cycle in full.

Price changes

If we change the price of your program, we give you at least 30 days notice by email before the new price applies. You can cancel at any point during that window and you will not be charged at the new price.

How refunds are issued

Refunds go back to the original payment method. We submit them within 2 business days of approving your request. Most appear on your statement within 5 to 10 business days, depending on your bank.

Questions

Email support@ryohealth.com. If something about a charge looks wrong to you, contact us before disputing it with your bank. We can almost always resolve it faster.