Refund & Cancellation Policy
Updated: November 27, 2024
Virtual Health Appointment Cancellations or No-Shows
If you booked an appointment through TWC, you will have twenty-four (24) hours before the appointment to cancel. Cancellations less than twenty-four (24) hours before the appointment or appointment no-shows will result in a fee of $30.00. Please contact us or use the embedded chat function to reschedule at no additional cost.
Virtual Health Refunds
Virtual Health consultation treatments, recommendations, prescriptions, and outcomes are at the sole discretion of the medical professional treating you. No refunds will be given because you do not agree with the decisions of the provider, nor are refunds given if you are pursuing services that are not a defined TWC consult type. You are paying for the provider’s time to assess your medical needs and make the best determination for your health in their professional judgment.
If you would like to cancel an Emergency Kit order you may cancel at any time prior to your prescription being sent to the pharmacy for fulfillment. We will process your refund minus a $50 processing fee. After your prescription has been sent to the pharmacy, there will be no cancellations or refunds of any kind. Once an order for an Emergency Kit has been placed and the intake form has been completed, there will be no exchanges made to the type of kit ordered. In the event a request is made to exchange a kit variation prior to the intake form being completed, a store credit will be issued, and the kit can be repurchased as desired.
Any issues with Medical Kits such as missing or damaged contents need to be brought to the attention of TWC within thirty (30) calendar days from the day of receipt in order to be investigated. Our partnered pharmacy performs three sets of verifications and inspects everything thoroughly. However, bringing an issue to our attention will prompt an investigation by our team and allow us to respond appropriately. Each issue will be addressed on a case-by-case basis and will include an investigation at our partnered pharmacy and with the delivery carrier (ie UPS, FEDEX, USPS). Any requests received after thirty (30) calendar days of receipt will not be processed. Bringing an issue to our attention does not guarantee your desired outcome. Please keep in mind that where allergies are indicated, certain medications may be withheld from your kit.
Prescriptions are administered at the sole discretion of your provider. In the event of allergy or other medical condition that is a contraindication for a medication, it shall be omitted from the kit without substitution and the price of the medical kit will not be discounted, if medication is omitted.
This kit is not intended for an acute illness, but for use at the direction of a healthcare provider after appropriate assessment and diagnosis or in the event of an emergency, thus there should be no expectation for the kit to have expedited shipping, etc…
Customer must reach out to Customer Support within 30 days of kit prescription date to notify of any issues with delivered kit. After 30 days, no changes may be made, and no refunds will be issued.
All Ivermectin prescriptions are compounded by our partnered pharmacy located in Miami, Florida.
Shelf life of Ivermectin:
The FDA requires pharmacies to label prescription medications with an expiration date, which can be found on the prescription label. While the duration of the expiration date can vary depending on the medication and formulation. Most manufactured medications, including antibiotics, commonly have a shelf life of around 2-5 years. When a pharmacy dispenses a medication, it is customary to place a 1 year from date of fill expiration date on the label. Ivermectin, as with all compounded medications, must by law be given a six-month expiration date due to USP 795 regulations. Expiration dates have been assigned based on the studies which have been completed and not based on the actual date a product expires. In most cases drugs are found to be stable and sterile well beyond these required expiration dates. To optimize the shelf life of your medications, it is generally recommended to store them in air-tight containers in a cool, dry environment. However, it is important to note that storage requirements can vary for different medications, so it is advisable to consult with your healthcare professional regarding proper storage conditions.
For more Information about the FDA’s Shelf-Life Extension Program please refer to your Guidebook (included within the kit) and at the following link below:
Product Refunds and Returns
If you purchased a supplement or other physical product through The Wellness Company, all sales are final.
We cannot accept returns; refunds may be issued at the sole discretion of the Company and will be subject to a $15 service fee. If you receive the wrong item or an item arrives damaged, please contact customer service to request a refund or replacement.
While we take great care to ensure all shipments arrive to you without difficulty, TWC is not responsible for inaccurate addresses, customs or other import issues. Refunds may not be honored if a shipment is returned if undeliverable. If a refund is issued, a service fee of $15 will be deducted from the refund amount.
Please contact support for more information or if you believe there is an issue with product quality. Photos of the product(s) in question along with other identifiable information will need to be sent to Customer Service for review and refund approval. Refunds for product quality issues are not subject to a restocking fee. All complaints about product quality or damage must be reported to customer service within one (1) week of the delivery date to be eligible for a refund or replacement.
We are unable to refund after 30 days of any supplement and/or emergency kit purchase.
Memberships & Subscription Cancellations
Annual memberships are a year-long commitment and will not be partially refunded if canceled. Cancellations will be effective upon the next scheduled annual renewal date. Monthly memberships and subscriptions may be canceled at any time, with the cancellation effective at the next scheduled monthly renewal date. TWC does not issue partial refunds for the cancellation of a monthly membership and/or monthly subscription. All memberships and subscriptions can be managed through the “Account” section of TWC’s website.
Please contact Customer Service for further assistance.