Subscription & Refund Policy

Welm Health LLC — Subscription & Refund Policy. Last Updated: June 14, 2026.

1. Recurring Billing

Care Protocols automatically renew on a recurring basis until canceled. By enrolling, you authorize Welm to charge the payment method on file for each renewal cycle. You will receive advance notice of any pricing changes before they take effect.

2. Failed Payments

If a payment fails, Welm may retry the charge up to three (3) times within a seven (7) day period. If payment cannot be collected after retries, your Care Protocol may be paused or canceled and your shipment may be delayed.

3. Cancellations

Cancellation requests must be submitted at least seven (7) days prior to the next scheduled refill processing date to take effect for that billing cycle. Cancellations may be submitted through the patient portal or by contacting support@welmhealth.com. Cancellation does not entitle you to a refund for fees already processed or shipments already fulfilled.

3a. Subscription Hold Option

Eligible patients may request a temporary suspension of their Care Protocol subscription (“Hold”) instead of canceling. A Hold suspends billing and shipment without terminating enrollment, and remains in effect until the patient reactivates the subscription. Billing and shipments do not resume automatically.

Hold terms:

• While a Hold is in effect, no renewal billing occurs and no shipments are made.
• Hold requests must be submitted at least seven (7) days prior to the next scheduled refill processing date to take effect for that billing cycle.
• A Hold does not automatically resume. Billing and shipments resume only after the patient reactivates the subscription through the patient portal or by contacting support@welmhealth.com.
• Upon reactivation, the patient’s next billing cycle begins and standard renewal requirements, including any required renewal intake, apply.
• Hold requests may be submitted through the patient portal or by contacting support@welmhealth.com.

Welm reserves the right to limit the number of Hold periods available per patient per calendar year and to modify or discontinue the Hold option with thirty (30) days’ advance notice to affected patients.

3b. Prescription Renewal Requirements

Prescription renewals under your Care Protocol require completion of a periodic clinical review intake as directed by your Provider. Shipment of your refill is contingent on timely completion of any required renewal questionnaire. Welm will notify you when a renewal intake is required. Delays in completing the renewal intake that result in a delayed shipment do not entitle the patient to a refund or billing cycle adjustment, except as provided under the Automatic Renewal Protection policy below.

If your Provider determines that a dosage change or medication update is clinically appropriate at the time of renewal, your refill may require dispensing a new formulation from the pharmacy. This may affect the cost of your refill. You will be notified and must authorize any cost change before it is applied.

3c. Automatic Renewal Protection

Following each renewal billing cycle, patients may be required to complete a renewal intake questionnaire before their Provider can review continued treatment. No prescription will be issued and no medication will be dispensed until the required renewal intake has been completed and your Provider has determined that continued treatment remains clinically appropriate.

If the required renewal intake remains incomplete for fourteen (14) calendar days following the applicable renewal billing date:

• no prescription will be issued;
• no medication will be dispensed;
• the renewal payment will automatically be refunded to the original payment method;
• the Care Protocol will automatically be placed on Protective Suspension; and
• future recurring billing will be suspended until the patient reactivates the subscription.

Welm will initiate the full refund of the renewal payment to the original payment method within two (2) business days following the fourteenth (14th) calendar day. The time for the refund to post to your account may vary depending on your payment provider. No processing fee or administrative fee is deducted; the renewal payment is refunded in full.

Protective Suspension is imposed by Welm following an incomplete renewal intake and includes the automatic refund described above. Like a patient-elected Hold under Section 3a, it suspends billing and shipment and does not resume until the patient reactivates the subscription; unlike a Hold, it is triggered automatically rather than requested by the patient. Once the patient completes the refill intake and the Provider begins clinical review, the Provider fee becomes non-refundable even if the patient later elects to cancel before medication is dispensed, consistent with Section 4 (Refunds) below.

4. Refunds

• Provider fees are non-refundable once clinical review begins, except that medically denied patients receive a full refund as described below.
• Prescription products are non-refundable once shipped.
• Medically denied patients receive a full refund of fees paid for the applicable cycle, including any Provider fee, with no processing fee deducted.
• Patients whose access is discontinued due to a state availability change may be eligible for a prorated refund of subscription fees collected for periods in which no prescription product has yet shipped. Prescription products are non-refundable once shipped.
• Patients whose prescriptions are discontinued due to clinical ineligibility may be eligible for a prorated refund of subscription fees collected for periods in which no prescription product has yet shipped, pursuant to the Pharmacy & Prescription Policy. Prescription products are non-refundable once shipped.
• Renewal payments are refunded in full to the original payment method where a required renewal intake remains incomplete for fourteen (14) calendar days following renewal billing, pursuant to the Automatic Renewal Protection policy in Section 3c.

5. Processing Times

Approved refunds are generally processed within seven (7) business days of approval. Patient communications are generally addressed within two (2) business days.

Contact

Email support@welmhealth.com.