Refund Policy

Our Commitment to You

At OnyxMD (operated by Curated Care LLC), we are committed to your satisfaction with our telehealth services and prescription medications. This Refund Policy explains our policies regarding refunds, returns, and subscription cancellations in compliance with FDA regulations, state pharmacy laws, and LegitScript certification requirements.

For safety and legal reasons, prescription medications have specific return restrictions. We encourage you to read this policy carefully before placing an order.

1. Telehealth Consultation Refunds

Full Refund Scenarios

You are eligible for a full refund of your consultation fee if:

• You are not approved for treatment by our licensed healthcare provider
• Your medical assessment determines that our services are not appropriate for you
• Technical issues prevent your consultation from being completed
• We are unable to provide services in your state

Non-Refundable Consultation Fees

Consultation fees are non-refundable after:

• Your medical questionnaire has been reviewed by a licensed healthcare provider
• A prescription has been written and approved
• You voluntarily choose not to proceed with treatment after approval

2. Prescription Medication Refunds

No Returns Policy

The following prescription products are non-returnable and non-refundable once dispensed:

• All prescription medications (tablets, capsules, sublingual troches, etc.)
• Compounded medications and custom formulations
• Products that have been shipped and delivered
• Products that have been opened, used, or partially used

Exceptions: Damaged or Incorrect Products

We will provide a replacement or refund if:

• Damaged in Transit: Product arrives damaged, broken, or compromised
• Wrong Product: You receive the wrong medication or incorrect dosage
• Pharmacy Error: There was an error in fulfillment by Strive Pharmacy LLC
• Quality Concern: Product does not meet quality standards (discoloration, contamination, etc.)

To report a damaged or incorrect product: Contact us within 7 days of delivery at support@getonyxmd.com with photos of the product and packaging. We will investigate and provide a replacement or full refund as appropriate.

3. Subscription Management

Cancellation Policy

You have complete control over your subscription:

• Cancel Anytime: No cancellation fees or penalties
• Pause Your Subscription: Skip shipments without losing your place
• Modify Your Plan: Change products, dosages, or frequency
• Immediate Effect: Changes take effect for your next billing cycle

No Refunds for Processed Orders

If your subscription renews and the order is processed by our pharmacy partner, that order is non-refundable. However, you can immediately cancel to prevent future charges.

How to Cancel or Pause

• Email: support@getonyxmd.com
• Phone: +1 (206) 814-5447
• Online: Through your patient portal (coming soon)

4. Shipping Fees

Shipping fees are non-refundable in all cases, including:

• Cancelled orders (if already shipped)
• Refused shipments
• Returned-to-sender packages due to incorrect address

Exception: If we ship the wrong product or a damaged product, we will cover return shipping costs and reship at no charge to you.

5. Non-Refundable Items Summary

For transparency and LegitScript compliance, the following items are non-refundable:

6. Refund Processing Timeline

When a refund is approved, we process it according to this timeline:

Total Timeline: Most refunds appear in your account within 10-21 business days from the date of approval.

7. How to Request a Refund

To request a refund, please contact our support team with the following information:

• Your full name and account email address
• Order number or transaction ID
• Reason for refund request
• Photos (if reporting damaged or incorrect product)
• Any relevant details about the issue

Please allow up to 48 hours for an initial response. We strive to resolve all refund requests as quickly as possible while ensuring compliance with all applicable regulations.

8. Payment Methods & Refund Credits

Refunds are issued to the original payment method used for the purchase:

• Credit/Debit Card: Refunded to the original card within 10-14 business days
• Apple Pay: Refunded through Apple Pay to your linked card
• PayPal: Refunded to your PayPal account within 5-7 business days

We do not issue refunds via check, wire transfer, or alternative payment methods. If your original payment method is no longer valid (expired card, closed account), please contact us to arrange an alternative refund method.

9. State-Specific Pharmacy Regulations

Our refund policy complies with state pharmacy board regulations and federal controlled substance laws. Some states have additional requirements:

California Residents

California law provides additional consumer protections. If you believe we have not complied with California pharmacy regulations, you may contact the California State Board of Pharmacy.

All States

This policy applies to all states where OnyxMD operates (currently 47 states, excluding AK, MS, NJ). State-specific pharmacy laws always take precedence where applicable. For questions about your state's specific regulations, please contact us or your state pharmacy board.

10. Pharmacy Partner Information

All prescriptions are fulfilled by our licensed pharmacy partner:

Strive Pharmacy operates under all applicable FDA, DEA, and state pharmacy board regulations. Questions about pharmacy-specific policies can be directed to Strive Pharmacy at the contact information above.

11. Dispute Resolution

If you disagree with a refund decision or have concerns about our refund policy:

1. Contact Our Support Team: Email support@getonyxmd.com with details about your concern. We will escalate to a manager for review.
2. Formal Appeal: If you are not satisfied with the initial response, request a formal appeal in writing. Include all relevant documentation and correspondence.
3. Payment Dispute: You may have the right to dispute charges with your credit card company or payment provider. However, we ask that you contact us first to resolve the issue directly.
4. State Board Complaint: You may file a complaint with your state pharmacy board or the Arizona State Board of Pharmacy (where our pharmacy partner is licensed).

We are committed to fair and transparent business practices and will work diligently to resolve any disputes in good faith.

12. Fraudulent Refund Claims

We maintain detailed records of all transactions, shipments, and communications to protect both our customers and our business from fraud.

13. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time to comply with changing regulations or business practices. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes are posted constitutes acceptance of the modified policy.

Material changes will be communicated via email to all active customers at least 30 days before taking effect.

14. Questions About This Policy

If you have questions about this Refund Policy or need clarification on any provision, please contact us:

We are here to help and will respond to all inquiries within 24-48 hours.

15. Compliance & Certifications

This Refund Policy is designed to comply with:

• LegitScript Certification Standards for Telehealth and Pharmacy
• FDA regulations regarding pharmaceutical returns and safety
• State pharmacy board regulations in all 47 states we serve
• FTC consumer protection guidelines
• HIPAA privacy and security requirements
• Payment card industry (PCI) standards

We are committed to transparent, ethical business practices and customer satisfaction within the bounds of applicable healthcare regulations.