When you submit your intake form and payment, you are purchasing access to a clinical consultation — not a guaranteed prescription. A licensed, independent clinician reviews your health information and makes a determination based on their independent medical judgment. Completing intake and payment does not guarantee that a prescription will be issued.

This is not a reflection of you personally. Clinicians are required to prescribe only when it is medically appropriate based on the information provided.

If a licensed clinician determines that a prescription is not appropriate at this time, you will be notified through your Member Portal. Your provider may also include a message explaining their reasoning or recommending next steps.

If a prescription is not issued, your payment authorization is automatically canceled — you are not charged. The authorization hold will be released by your bank and typically disappears from your statement within 3–5 business days, depending on your bank or card provider. You do not need to contact us to request this — it happens automatically.

If you believe you were charged in error after a denial, contact our support team through your Member Portal or email support@refills.com.

Yes. If your circumstances change — for example, if your BMI has changed, you've been diagnosed with a qualifying condition, or you have additional medical documentation — you may reapply. Complete the intake form accurately and thoroughly. Do not alter or misrepresent your health information — the clinician relies on accurate data to make safe decisions.

Clinicians make independent decisions and do not share specific reasoning with our support team. However, common factors that may affect prescribing include:

If you have questions about the clinical decision, you can message your provider directly through your Member Portal using the '@Doctor' function.

Refills Health is a technology platform that connects patients with independent, licensed clinicians and pharmacies. Payment gives you access to the platform and the clinical consultation. The prescribing decision is made entirely by the licensed provider — it is not automatic, and it is not guaranteed by completing checkout.

This structure exists to protect you. Medications like GLP-1s carry real clinical considerations, and a licensed clinician review is required before any prescription is issued.

Compounded products are not approved nor evaluated for safety, effectiveness, or quality by the FDA.

→ I paid and wasn't approved — will I get a refund?

Yes — automatically. If no prescription is issued, we cancel the payment authorization so you are never actually charged. The hold will clear from your account within 3–5 business days depending on your bank. You don't need to do anything or contact us to trigger this.

→ How long does it take to get a refund?

The authorization hold typically clears within 3–5 business days after it is canceled.

→ Can I appeal the decision?

You cannot appeal a clinical decision through our support team — clinical decisions are made independently by licensed providers. However, you can message your provider directly through the portal using '@Doctor' to ask questions or share additional information.

→ Can I reapply after being denied?

Yes, if your circumstances have changed. Complete a new intake accurately and thoroughly.

→ Why wasn't I told the specific reason?

Clinical decisions are made by independent licensed providers, not by Refills staff. Our support team does not have access to the clinical reasoning. You can message your provider directly through the portal for more information.

→ What if I provided incorrect information on my intake form?

Please answer all intake questions as accurately as possible. Providing inaccurate information could affect your safety and your access to the program. If you believe you made an error, contact support before your intake is reviewed.