Return, Refund, and Cancellation Policy
Last updated: September 21, 2026
Key Points
- You can generally cancel and get a refund before clinical review, pharmacy processing, or lab processing begins.
- Once a clinician has used their time, or a prescription, compounded product, or lab order has been processed, the charge is generally final.
- Damaged, incorrect, or missing shipments and pharmacy errors are handled differently. Report them quickly.
- Cancelling a recurring plan stops future renewals. It does not refund the current period.
This Policy explains when you can cancel and when a refund, replacement, or credit may be available. It applies to charges collected by Agency Healthspan LLC, including consultation fees we collect as OSI’s billing agent and any Agency program or membership fees. A pharmacy, laboratory, telehealth platform, or other party may apply its own policy to charges it collects directly. Your receipt shows who collected each charge.
1. Summary
Before clinical review begins
Agency administrative or program fees can be cancelled and refunded if you ask before the processing cutoff shown at checkout, less any clearly disclosed third-party fee already incurred.
After clinician time is used
Consultation and clinical-evaluation fees are not refundable once the appointment begins or a clinician has materially reviewed your intake, unless the law requires it or the service was not provided.
Prescription sent to a pharmacy
Medication charges generally cannot be cancelled or refunded after a prescription or patient-specific order has been sent to or accepted by a pharmacy.
Compounding or dispensing has begun
Patient-specific prescription and compounded products cannot be returned or refunded once preparation or dispensing begins, except for verified damage, dispensing error, defect, recall, or another remedy the law requires.
Laboratory order placed
Lab fees generally become nonrefundable once an order, requisition, kit, collection, or appointment is processed, subject to the laboratory’s policy.
Recurring plan
Cancelling before the renewal cutoff stops future eligible renewals. It does not automatically refund the current period or items already processed.
Damaged, incorrect, or missing shipment
Report it promptly with photos and packaging details. Do not use a damaged, temperature-compromised, or incorrect product. Replacement or refund depends on pharmacy review and applicable law.
2. Who to contact
Consultation fees, program or membership fees, cancellations
Agency Healthspan support: support@agencyhealthspan.com
Medication charges, shipping, damage, or dispensing errors
[DISPENSING PHARMACY AND/OR AGENCY SUPPORT, DEPENDING ON MERCHANT OF RECORD, TO COMPLETE]
Laboratory fees and results
[LABORATORY AND/OR AGENCY SUPPORT, DEPENDING ON MERCHANT OF RECORD, TO COMPLETE]
Side effects, dosing, or clinical questions
Your prescribing clinician. In an emergency, call 911.
A charge you do not recognize
Agency Healthspan support first (see Section 11).
3. How to cancel
Submit your request through [ACCOUNT CANCELLATION METHOD TO COMPLETE] or contact support@agencyhealthspan.com. Please include your name, account email, order or program number, and the item you want to cancel. Do not put detailed medical information in ordinary email.
A request takes effect when we receive it through the designated method, subject to the processing stages below. We will confirm that we received it and tell you the effective date.
4. Clinical consultations and reviews
You can reschedule or cancel an appointment by the deadline shown when you book [DEADLINE TO COMPLETE]. If you cancel before that deadline, the consultation fee will be refunded or credited as disclosed. Late cancellations and missed appointments may be charged [AMOUNT OR METHOD TO COMPLETE].
We will not keep a fee for a service that Agency or the provider fails to make available, unless you choose to reschedule.
Once a clinician has started your appointment or materially reviewed your intake for the paid evaluation, professional time has been used and the evaluation fee is generally nonrefundable, even if the clinician decides that treatment or a prescription is not appropriate. We show this clearly before you pay.
5. Prescription medication
Prescription medication is patient-specific and generally cannot be returned for resale or reuse. A medication charge can be cancelled only before the prescription or order reaches the pharmacy processing cutoff.
Once a pharmacy accepts, compounds, prepares, labels, or dispenses the medication, the charge is generally final, except for pharmacy error, damage, defect, recall, failure to ship, or another remedy the law requires.
Do not mail medication back unless the dispensing pharmacy gives you written instructions. For safety, returned prescription products usually cannot be restocked. Contact the dispensing pharmacy about adverse effects, quality concerns, storage questions, or disposal instructions, and contact your prescriber about clinical concerns.
6. Laboratory services
A lab fee can be cancelled before the requisition, kit, appointment, collection, or processing starts, subject to the laboratory’s policy and any disclosed administrative cost. Once a specimen is collected or processing begins, the fee is generally nonrefundable.
If a sample is inadequate or a result needs confirmation, the responsible laboratory and clinician will decide whether recollection, retesting, credit, or refund is appropriate.
7. Memberships, subscriptions, refills, and renewals
Before you enroll in a recurring plan, we will disclose the renewal interval, the amount or how it is calculated, what is included, any minimum term, and how to cancel, and we will get your express consent.
You can cancel through the same channel you used to enroll, or one that is equally simple, by the stated processing cutoff [RENEWAL CUTOFF TO COMPLETE].
Cancelling prevents future eligible renewal charges. It does not refund a current period, a completed consultation, a submitted lab order, or medication already in pharmacy processing.
If a renewal is charged after a timely and effective cancellation, contact us and we will correct it. We will give any trial-end, renewal, or price-change notice the law requires.
8. Shipping, delivery, damage, and temperature concerns
Shipping dates are estimates. Please report a missing, damaged, incorrect, or possibly temperature-compromised shipment to support@agencyhealthspan.com and the dispensing pharmacy within [REPORTING WINDOW TO COMPLETE].
Keep the product, shipping box, label, any temperature indicator, and your photos until we tell you otherwise. Do not use a product that looks damaged, adulterated, incorrectly labeled, or outside its required storage conditions.
The pharmacy or carrier may investigate before approving a replacement or refund. We will not deny a remedy the law requires just because a reporting window has passed, although prompt notice helps us verify a carrier or quality claim.
You will not be charged for replacement shipping when a verified error is attributable to Agency, the dispensing pharmacy, or the carrier, subject to the responsible party’s policy and the law.
9. Change of mind and results
A change of mind, disappointment with a clinically appropriate decision, not receiving a prescription, not following instructions, or not achieving a hoped-for result does not by itself create a refund right once the relevant service or processing stage has occurred.
Nothing in this Policy limits your remedies for services not provided, unauthorized charges, misrepresentation, defective products, or rights that cannot be waived.
10. Refund timing
Approved refunds go to your original payment method unless the law requires another method or we agree otherwise in writing. We will start an approved refund within [NUMBER OF BUSINESS DAYS TO COMPLETE] business days.
Your bank or card issuer may need additional time to post it. If we offer a credit and you accept it, we will state its expiration and any restrictions.
11. Questions about a charge
If you do not recognize a charge or think an amount is wrong, please contact us first so we can look into it promptly. Contacting us does not limit your rights with your card issuer or under applicable law.
If you dispute a charge with your card issuer, we may share transaction records with them as needed to respond. We will not retaliate against you for a good-faith dispute.
12. Contact
Agency Healthspan LLC
7460 Sapphire Pointe Boulevard Castle Rock, Colorado 80108
Email: support@agencyhealthspan.com
Telephone: +1 720-764-6466
Website: agencyhealthspan.com