This Refund Policy is incorporated into the Soha Health LLC (“Soha”) Terms of Service and applies to the Services offered through https://www.joinsoha.com and https://soha.health, including their related subdomains. If this Refund Policy conflicts with the Terms of Service, this Refund Policy will control for refunds, returns, exchanges, and credits, including any refund connected with a cancellation, except to the extent applicable law requires otherwise. Capitalized terms not defined here have the meanings given in the Terms of Service.
When you are charged
Your payment method is charged at checkout, before clinician review and approval. The amount due and what it covers are shown at checkout. Payment does not guarantee that a Physician will prescribe medication.
Completing an intake, consultation, account registration, payment process, subscription enrollment, or order request does not guarantee that a Physician will prescribe any medication or that any particular medication, dosage, refill, treatment, or product will be available or clinically appropriate.
General rule
If a Physician declines treatment or completes the initial review without prescribing any medication, we will automatically refund your initial payment in full to your original payment method and cancel the related subscription before issuing the refund. You do not need to submit a separate refund request. This exception applies regardless of the general non-refundable language or cancellation deadlines in these Terms or the Refund Policy.
Except as stated in this Refund Policy or required by applicable law, charges are non-refundable once incurred.
Except as required by applicable law or as expressly stated in this Refund Policy, fees and charges are non-refundable once services are provided, products are shipped, prescriptions are processed, or a subscription period begins. We may review billing concerns and refund requests on a case-by-case basis, but we are not obligated to issue a refund where services were provided, a product was fulfilled, or a charge was properly incurred.
Refunds when you cancel
For an initial order, you may cancel for a refund within 24 hours of the charge and before the Pharmacy has prepared your medication, subject to the separate full-refund exception when a Physician declines treatment or completes the initial review without prescribing medication. For subscription renewals, you may cancel until payment processing begins on the scheduled billing date shown in your account. We will refund any renewal payment taken before that date or despite a cancellation received before payment processing began. After payment processing begins, cancellation stops subsequent renewals; a refund for the current renewal is not guaranteed except as stated in this Refund Policy or required by law. The full-refund exceptions in this policy apply even if medication has subsequently been prepared or shipped.
Prescription products
Prescription products, compounded medications, and other pharmaceutical products are not returnable, except as required by applicable law. We cannot accept returns of pharmaceutical products.
Once medications are prepared by the Pharmacy, they cannot be returned or re-dispensed to another patient. Refunds remain available where expressly required by this Refund Policy or applicable law.
Non-prescription products
Non-prescription products are non-returnable due to health and personal care nature, except as required by applicable law. All product sales are final regarding physical return, except as required by applicable law. Refund eligibility is governed by the terms below.
For non-prescription products purchased on a subscription basis, refunds are available only on each product’s first shipment. Subsequent shipments of the same product are not eligible for refund. Refund requests for products, whether purchased once or on a subscription basis, must be submitted within thirty (30) days of the applicable shipment receipt date. Requests submitted after this period are not eligible for refund.
Damaged, defective, or undelivered shipments
Please inspect your order upon receipt and contact us immediately if the product appears to be defective, damaged, or if you received the wrong product. If a product arrives damaged or a shipment is not delivered, contact us within fourteen (14) days of the damaged delivery date or expected delivery date, as applicable, to request a replacement, except as required by applicable law.
If a replacement is not available, we will cancel your order and issue a refund as described below.
Unavailable products, pricing errors, and delayed shipments
If any of the products in your order are unavailable, we will only charge the prices, Taxes and other applicable charges associated with the products that are included in the shipment.
In the event of an error, we reserve the right to correct the error and, with any consent required by applicable law, revise your order accordingly, including by charging the correct price, or cancel the order and refund any amount charged.
If, for some reason, we determine that we cannot ship your product(s) within thirty (30) days following our receipt of a properly completed order, we will cancel your order and advise you of such action. If your credit or debit card has already been charged for the purchase and your order is canceled, we will promptly issue a credit to your credit or debit card account in the amount of the charge.
How to request a refund; timing
To submit a refund request, contact support@joinsoha.com with your order information and request reason. Approved refunds will be applied to your original payment method. We reserve the right to verify any refund or replacement request basis prior to processing.
Once a refund is approved, please allow up to 7 business days for the refund to be processed to your original payment method.
We reserve the right to remedy user issues and concerns on a case-by-case basis. We reserve the right, in our sole discretion, to resolve customer issues and concerns based on the facts and circumstances of each user.
Contact
If you have any questions about this Refund Policy, please contact us by email at support@joinsoha.com.