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Cancellation & Refund Policy
Subscription Services
Most Hotspan Meds programs are structured as subscription services that include physician access, ongoing monitoring, and compounded medication fulfillment. Your subscription begins when you complete the intake form and your payment is successfully processed.
Subscriptions automatically renew on the billing cycle selected at enrollment (monthly, quarterly, or as otherwise stated) until cancelled. You will receive a reminder email before each renewal. We recommend reviewing your subscription status regularly through your patient portal.
Billing cycle: You will be billed at the start of each new subscription period. If you cancel before the next billing date, your access continues through the end of the current paid period.
Refund Policy
Medical Disqualification — Full Refund
If a Hotspan Meds physician determines that you do not qualify for treatment for any medical reason, you will receive a full refund of all amounts paid. No questions asked.
Cancellation Before Medication Ships — Full Refund
If you cancel your subscription before your medication has been dispensed and shipped, you will receive a full refund of the current period's payment.
Cancellation After Medication Ships — No Refund
Once your prescription has been dispensed and signed out for shipping by the compounding pharmacy, your order is considered fulfilled. No refunds will be issued for that shipment. You may still cancel to prevent future billing cycles.
Partial Month Usage
We do not issue prorated refunds for partial months. Cancellation takes effect at the end of the current billing cycle.
Outcome-Based Guarantee
Where a specific outcome guarantee is advertised (e.g., a weight loss guarantee), the terms of that guarantee are stated explicitly in the program materials. Guarantee claims are subject to documented compliance with the prescribed protocol.
How to Cancel
You may cancel your subscription at any time by:
- Email: Send a cancellation request to support@meds.hotspan.com with subject line "Cancellation Request" and include your full name and registered email address
- Patient Portal: Log in to your patient portal and select "Manage Subscription" → "Cancel Subscription"
- Live Chat: Request cancellation through the chat feature in your patient portal during support hours
To ensure a smooth process and avoid an additional billing cycle, submit your cancellation at least 5 business days before your next billing date. Cancellations are confirmed via email within 1–2 business days.
Medically Disqualified Patients
If you are disqualified by a Hotspan Meds physician for any medical reason:
- You will receive a full refund of all amounts paid, processed within 5–7 business days
- No medication will be shipped to you
- You will receive a written explanation from the clinical team
- You will be provided with recommendations for alternative care where applicable
Refunds are returned to the original payment method. If your card has changed, contact support to arrange an alternative refund method.
Pausing Your Membership
If you need to temporarily pause your subscription — for example, during travel, surgery recovery, or a period when you won't need medication — contact our support team. Pausing options are available on a case-by-case basis and subject to approval by your care team.
Reactivation After Cancellation
You may reactivate your subscription at any time. If more than 90 days have passed since your last active subscription, you will be required to complete a new medical intake form. Your prescribing physician will determine whether requalification is necessary.
Shipping & Medication Returns
Due to federal and state laws governing prescription medications, we are unable to accept returns of prescription medications for any reason once they have been shipped. If you receive an incorrect item, damaged packaging, or believe there was an error in your shipment, contact support@meds.hotspan.com within 5 days of delivery and we will work to resolve the issue.
Hotspan Meds is not responsible for shipments lost, stolen, or delayed after delivery confirmation. We recommend shipping to an address where packages can be securely received. If a shipment is lost in transit, contact us and we will work with the carrier to investigate.
Contact
Cancellation and billing questions:
Email: support@meds.hotspan.com
Subject line: Cancellation Request / Billing Question