Refill refund and cancellation policy
Refill does not publish a refund or cancellation policy on refill.co, so the honest answer is that the specific terms are not publicly known and must be confirmed in writing before you commit. There are two distinct questions here: what happens to a paid order that is rejected, wrong, or never ships, and what happens when a clinic wants to cancel its platform account or Refill Connect subscription. Both are governed by the agreement and by the 503A partner pharmacies' own policies, so this page lays out exactly what to ask for.
This page separates order-level refunds from account cancellation and lists the exit terms to confirm with Refill before signing.
What do refunds and cancellation cover for telehealth infrastructure?
There are two separate exit questions for a telehealth infrastructure platform. The first is order-level: if a paid compounded order is rejected, arrives wrong, or never ships, is it refunded, by whom — Refill, the pharmacy, or both — and on what timeline. The second is account-level: how a clinic ends its relationship with Refill, including notice periods for platform tiers and Refill Connect, any remaining software-fee commitments, and what happens to order and patient history. Compounded medications are often patient-specific, which can limit returns at the pharmacy level. Refill does not publish either policy on refill.co, so a clinic should confirm both in the written agreement before committing.
What to confirm about Refill refunds and cancellation
Each row is an exit-term criterion, what is publicly known about Refill, and what to confirm in writing before you commit.
Sourced from Refill public materials (refill.co), reviewed June 2026. Confirm refund and cancellation terms in writing and review with your own counsel.
Negotiate exit terms in a contract, or start with no lock-in?
Refill
You will confirm refund and cancellation terms during the sales process.
- You are prepared to ask how failed orders are refunded and by whom.
- You will confirm cancellation notice periods for platform and Refill Connect before signing.
- Tiered software fees and monthly plans fit your procurement process.
Fizy Health
You want to start free and avoid orders you would need to refund.
- You want to evaluate the platform free before any commitment.
- You want validation that prevents many failed orders in the first place.
- You want a disclosed facilitation fee at checkout instead of percentage software fees.
What prevention looks like versus chasing refunds.
The best refund policy is fewer failed orders. These outcomes reduce the rejections and surprises that send clinics looking for refunds.
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Fewer paid orders rejected by the pharmacy
Cart validation catches invalid SIGs, prescriber state mismatches, and stock gaps before you pay — not after rejection.
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Always know where a paid order stands
Per-line fulfillment and carrier tracking across partners means fewer surprises that turn into refund requests.
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Quote patients on real per-vial cost
Pass-through pricing shows resolved 503A cost before checkout, with a disclosed facilitation fee, so there are no surprise charges.
What clinics ask about Refill refunds and cancellation.
- Definition
What is Refill's refund policy?
Refill does not publish a refund policy on refill.co, so the specific terms are not publicly known and must be confirmed in writing. Ask who refunds a rejected, wrong, or non-shipping paid order — Refill or the fulfilling pharmacy — and on what timeline.
- Orders
Can I get a refund on a failed compounded order?
Refill does not publish how failed orders are handled, and compounded 503A medications are often patient-specific, which can limit returns at the pharmacy. Confirm the order-level refund process with both Refill and the fulfilling pharmacy.
- Cancellation
How do I cancel Refill?
Refill does not publish a cancellation process or notice period on refill.co. Confirm in the agreement how to cancel platform access and any Refill Connect subscription, any required notice, and whether commitments or fees remain after you cancel.
- Fees
Are Refill software fees refundable on cancellation?
Refill publishes tiered platform and transaction software fees but does not state whether they are refundable. Confirm in writing whether monthly platform or Refill Connect fees are refundable if you cancel early.
- Data
What happens to my records if I cancel?
Refill does not publish what happens to order and patient history after cancellation. Confirm whether you can export your records and how long data is retained after you leave.
- Alternative
How does Fizy Health handle this?
Fizy Health is free to start with no monthly platform fee on the Free plan, validates orders before payment to prevent many failed orders, and keeps an exportable order history, so there is less to refund and less lock-in to exit.
Sources reviewed June 2026
- Refill public website (refill.co), reviewed June 2026.
- Refund and cancellation terms should be confirmed in writing with Refill and the fulfilling pharmacy.
- Fizy Health platform capabilities reflect the live product.
The best refund policy is fewer failed orders.
Fizy Health validates orders before payment and is free to start, so there is less to refund and no lock-in. Free to start.