Refund & Cancellation Policy

1. Important Refund Notice

This includes, as applicable:

• consultation fees
• platform or administrative fees
• medication charges
• pharmacy processing charges
• shipping and handling fees

Once a prescription has been sent to the pharmacy, cancellation is no longer possible and no refund will be issued, except where required by law.

2. Role of Ondra Health

Ondra Health is a non-clinical platform that helps facilitate access to independent licensed healthcare providers, pharmacies, and third-party technology platforms.

Ondra Health:

• does not provide medical care
• does not make clinical decisions
• does not guarantee treatment eligibility
• does not prescribe medications
• does not compound, dispense, or ship prescription medications

All medical decisions are made solely by independent licensed healthcare providers. All prescription fulfillment is handled by independent pharmacies.

Because of this structure, refund eligibility may depend on the stage of the order and whether provider review, prescription issuance, or pharmacy transmission has already occurred.

3. Platform and Administrative Fees

Ondra Health may charge fees for non-clinical services, which may include:

• platform access
• administrative coordination
• intake processing
• customer support
• account and portal access
• non-clinical operational services

These fees are non-refundable once access or services have been provided, except where required by law.

If a prescription has already been transmitted to a pharmacy, all related fees are final and non-refundable.

4. Provider Consultations and Clinical Review

Consultations, medical review, and treatment determinations are performed by independent licensed healthcare providers.

Once a provider has reviewed your intake, consultation, questionnaire, chart, or submitted medical information, any associated consultation or review fee is non-refundable, except where required by law.

If you have questions about a treatment decision, eligibility determination, or prescription approval, those questions must be directed to the licensed provider or care team handling your case.

5. Refunds Before Prescription Transmission

You may be eligible for a refund only if all of the following are true:

• a provider determines you are not eligible for treatment, and
• no prescription has been issued or transmitted to a pharmacy, and
• the applicable fee has not already been fully earned as a non-refundable platform or consultation fee

If a provider determines you are not medically appropriate for treatment before a prescription is issued and sent to the pharmacy, Ondra Health may issue a refund in accordance with the terms presented at checkout or in your treatment flow.

If a prescription has already been issued or transmitted to the pharmacy, no refund will be available.

6. Cancellations Before Pharmacy Submission

There may be a very limited period of time after purchase in which a cancellation or correction may be possible before a prescription is transmitted to the pharmacy.

This timing depends on factors including:

• how quickly you complete your intake
• how quickly a provider reviews your submission
• pharmacy processing timelines
• operational cutoffs

If you need to cancel an order or correct submitted information, you must contact us immediately at care@ondra.health.

We cannot guarantee that a cancellation or correction request can be completed in time. Once a prescription has been sent to the pharmacy, the order is final and non-refundable.

7. Prescription Medications

Prescription medications, including compounded medications where applicable, are prepared specifically for the individual patient pursuant to a licensed provider's prescription.

Because prescription medications are personalized healthcare items:

• they cannot be returned
• they cannot be restocked or resold
• they are not refundable once processed, compounded, dispensed, or shipped
• they cannot be canceled once transmitted to the pharmacy

Federal and state pharmacy regulations may prohibit the return of prescription medications under any circumstances.

8. Compounded Medications

Compounded medications are custom-prepared for the specific patient and prescription.

For that reason, once a compounded medication order has been submitted for fulfillment:

• the order is final
• the medication is non-returnable
• the medication is non-refundable

Dissatisfaction with a compounded medication, change of mind, or a decision not to proceed after fulfillment has started does not qualify for a refund.

9. Shipping Fees

Shipping and handling charges, if applicable, are generally non-refundable once an order has been processed for fulfillment or shipped.

If a prescription has already been sent to the pharmacy, any related shipping charges are final and non-refundable unless otherwise required by law or unless a refund is approved due to confirmed damage or fulfillment error.

10. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or materially incorrect, you must contact care@ondra.health within 24 hours of delivery.

Your request should include:

• your full name
• order details
• a description of the issue
• clear photos of the package, label, and product, where applicable

We may review the matter with the dispensing pharmacy and relevant fulfillment partners before determining whether a replacement, credit, or refund is appropriate.

Requests submitted outside this timeframe may not be eligible for review. Ondra Health does not guarantee a refund in these cases, but verified fulfillment errors or confirmed shipment damage may be reviewed individually.

11. Delivered but Missing Packages

If a carrier marks a package as delivered but you believe it is missing, you must contact us within 24 hours of the marked delivery time.

You may be asked to provide supporting information, including:

• confirmation of the shipping address
• communication with the carrier
• a missing mail or carrier claim
• a police report in cases involving suspected theft

Ondra Health is not responsible for packages after confirmed delivery to the address provided by the customer, but we may review these matters case by case with the dispensing pharmacy or shipping carrier.

12. Incorrect Address or Customer Error

Refunds will not be issued for delays, failed deliveries, or lost shipments resulting from information entered incorrectly by the customer, including but not limited to:

• wrong shipping address
• incomplete address
• incorrect contact information
• inaccurate medical or intake information
• failure to respond to follow-up requests in time

You are responsible for reviewing all submitted information carefully before completing your order.

13. Subscription and Recurring Billing Cancellations

If Ondra Health offers a subscription, membership, recurring billing plan, or multi-month treatment plan, cancellation requests apply to future renewals only unless otherwise stated.

To avoid a future renewal charge, you must submit your cancellation request before your next billing date and within any cancellation window disclosed at checkout or in your account.

Unless otherwise required by law:

• no partial refunds will be issued for unused time in a billing cycle
• no prorated refunds will be issued after a renewal charge is processed
• charges related to prescriptions already reviewed, approved, processed, or sent to the pharmacy remain non-refundable

To request cancellation of future renewals, contact care@ondra.health.

14. Failed, Incomplete, or Abandoned Intakes

If you do not complete required intake steps, upload requested information, or respond to provider or platform requests, refund eligibility will depend on how far the order has progressed.

No refund will be available if:

• a provider has already completed review, or
• a prescription has already been issued or transmitted to the pharmacy, or
• non-refundable platform or consultation services have already been provided

Incomplete or abandoned orders may still incur non-refundable charges depending on the stage of processing.

15. Billing Errors and Duplicate Charges

If you believe you were charged incorrectly, billed more than once, or experienced a duplicate payment, please contact us promptly at care@ondra.health.

If we confirm a billing error or duplicate charge, we will issue the appropriate correction or refund to the original payment method.

16. Chargebacks and Payment Disputes

If you believe a charge was made in error, you agree to contact Ondra Health first before initiating a chargeback or payment dispute.

Chargebacks filed after:

• provider review
• prescription approval
• pharmacy transmission
• fulfillment processing
• shipment

may be disputed by us or our partners using documentation showing that services were provided or that the order had already advanced beyond the refundable stage.

Improper or abusive chargebacks may result in:

• suspension of account access
• loss of eligibility for future services
• collections activity where permitted by law
• further review under our Terms of Service

17. How to Request a Refund Review

To request a refund review, contact: care@ondra.health

Please include:

• full name
• email address used for the order
• order number, if available
• date of purchase
• reason for the request
• any supporting documents or photos

Submitting a request does not guarantee a refund. All refund decisions are made based on the facts of the order, the stage of processing, the nature of the service provided, pharmacy rules, and applicable law.

18. Processing Time for Approved Refunds

If a refund is approved, it will generally be issued to the original payment method.

Please allow:

• 2 to 5 business days for review in most cases
• additional time for your bank or card issuer to post the credit

Actual posting times may vary based on your financial institution.

19. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Any changes will become effective when posted on this page, and the revised date will be updated above. Your continued use of Ondra Health's services after an update constitutes your acceptance of the revised policy.

20. Contact Information

If you have questions about this Refund & Cancellation Policy, please contact:

Ondra Health Inc.
355 S Grand Ave, Suite 2450
Los Angeles, CA 90071
United States
Email: care@ondra.health