Refund Policy

Cancelling a subscription is covered separately in our Cancellation Policy. This policy governs refunds, returns, exchanges, and credits.

This Refund Policy is incorporated into the Soha Health LLC (“Soha”) Terms of Service. 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

You will add a valid payment method to your account, in case any prescriptions are written for you. Price includes medication only, if prescribed.

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

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

Except as otherwise stated in this Refund Policy, you will receive a refund for your subscription only if (1) for an initial order, you cancel your order within 24 hours of the charge to your payment method and before the Pharmacy has prepared your medication; or (2) for subscription renewals, you cancel your subscription at least two (2) days before the applicable renewal processing date of your subscription. You will not be eligible for a refund for any medication after it has been shipped. For the avoidance of doubt, the two (2)-day deadline described in this Refund Policy is calculated based on your originally scheduled billing date, regardless of whether your charge or shipment occurs early as permitted under the Terms of Service.

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 refunded, returned, or re-dispensed to another patient.

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.