How do refunds work if I’m Self-Pay?

Who does this apply to?

• This section explains refunds for those who self-pay directly for any program or service.

What is the general rule?

• Refund eligibility depends on your stage of care when you cancel. You pay only for care and medicine already delivered or services already provided; the remainder is refunded.

How do I get a full refund?

• Cancel at least 24 hours before your initial medical consult, and you’re eligible for a full refund.

• If a provider determines at your medical consult that you are clinically ineligible for treatment (based on medical or psychiatric factors not covered in intake), you are eligible for a full refund.

How long will my refund take?

• We will process approved refunds promptly and return funds to the original payment method used at purchase. Refunds are typically completed within 7–10 business days after approval, though your bank or card issuer may take longer to post the credit to your account.

• When your refund is processed, we’ll send a confirmation email to the address on file. That message will include the refund amount, the date of processing, and a transaction reference you can share with your bank if needed. If your original payment method is no longer active, the refund will still be sent to that account; please contact your bank if you’re unable to access the funds.

How do I request a refund or have questions about my case?

• Contact our support team by chat or care@helloinnerwell.com with your questions or order details and reason for cancellation. We’ll review your case and confirm the refund amount and timing.

• Please submit any request as soon as you can after your initial payment. Refund requests made more than 30 days after your initial payment are considered on a case‑by‑case basis at Innerwell’s discretion, and no refunds are available 120 days or more after your initial payment.

Refund Policy by Program

Note: Our refund and cancellation policies are tied to the services and medicine shipments you have received.

Foundation Program

• More than 24 hours before your initial Medical Consult

  • Full refund
     

• After your Medical Consult, if found ineligible for treatment (based on medical or psychiatric factors not covered in intake)

  • Full refund
     

• After Medical Consult, before first medicine shipment or failed to obtain required clearance

  • A $350 cancellation fee applies; the remaining balance is refunded.
     

• After first medicine shipment, before first Medical Follow‑up

  • A $450 cancellation fee applies [not completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
  • A $615 cancellation fee applies [completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
     

• After first Medical Follow‑up, before second medicine shipment 

  • A $650 cancellation fee applies [not completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
  • A $815 cancellation fee applies [completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
     

• After second medicine shipment 

  • Not eligible for refund

Extended Program

• More than 24 hours before your initial Medical Consult

  • Full refund
     

• After your Medical Consult, if found ineligible for treatment (based on medical or psychiatric factors not covered in intake)

  • Full refund
     

• After Medical Consult, before 1st medicine shipment or failed to obtain required clearance

  • A $350 cancellation fee applies; the remaining balance is refunded.
     

• After first medicine shipment, before first Medical Follow‑up

  • A $450 cancellation fee applies [not completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
  • A $615 cancellation fee applies [completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
     

• After first Medical Follow‑up, before second medicine shipment 

  • A $650 cancellation fee applies [not completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
  • A $815 cancellation fee applies [completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
     

• After second medicine shipment, before second Medical Follow‑up

  • A $1,098 cancellation fee applies; the remaining program balance is refunded.
     

• After second Medical Follow‑up, before third medicine shipment 

  • A $1,298 cancellation fee applies; the remaining program balance is refunded.
     

• After third medicine shipment, before third Medical Follow‑up

  • A $1,798 cancellation fee applies; the remaining program balance is refunded.
     

• After third Medical Follow‑up, before fourth medicine shipment 

  • A $1,998 cancellation fee applies; the remaining program balance is refunded.
     

• After fourth medicine shipment 

  • Not eligible for refund.

Core Program

• More than 24 hours before your initial Medical Consult

  • Full refund
     

• After your Medical Consult, if found ineligible for treatment (based on medical or psychiatric factors not covered in intake)

  • Full refund
     

• After Medical Consult, before first medicine shipment or failed to obtain required clearance

  • A $350 cancellation fee applies; the remaining balance is refunded.
     

• After first medicine shipment, before first Medical Follow‑up

  • A $550 cancellation fee applies [not completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
  • A $715 cancellation fee applies [completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
     

• After first Medical Follow‑up, before second medicine shipment 

  • A $750 cancellation fee applies [not completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
  • A $915 cancellation fee applies [completed your included “Meet Your Therapist” psychotherapy session]; the remaining program balance is refunded.
     

• After second medicine shipment, before second Medical Follow‑up

  • A $1,098 cancellation fee applies; the remaining program balance is refunded.
     

• After second Medical Follow‑up, before third medicine shipment 

  • A $1,298 cancellation fee applies; the remaining program balance is refunded.
     

• After third medicine shipment 

  • Not eligible for refund.

Continued Care Program

• Before medicine shipment (Medical Consult not required)

  • Full refund
     

• More than 24 hours before your required Medical Consult

  • Full refund
     

• After required Medical Consult, if found ineligible for treatment (based on medical or psychiatric factors not covered in intake)

  • Full refund
     

• After required Medical Consult, before medicine shipment

  • A $200 cancellation fee applies; the remaining program balance is refunded.
     

• After medicine shipment

  • Not eligible for refund.
     

• Purchased more expensive Continued Care plan than agreed plan

  • Eligible for a partial refund equal to the difference in cost between the two plans.

Alcohol Use Disorder

• More than 24 hours before your initial Medical Consult

  • Full refund
     

• After Medical Consult and approved for program, quarterly program fee processed

  • Not eligible for a refund for the Initial Medical Consult and any quarterly program fees already billed.
  • After cancellation, you will not be billed program fees for future quarters.

Pain Management

• More than 24 hours before your initial Medical Consult

  • Full refund
     

• After Medical Consult and approved for program, monthly program fee processed

  • Not eligible for a refund for the Initial Medical Consult and any quarterly program fees already billed.
  • After cancellation, you will not be billed program fees for future months.

Psychiatry/Psychotherapy Add‑Ons (All Programs; except Introductory Programs)

• More than 24 hours before your appointment

  • Full refund
     

• Less than 24 hours before your appointment or no-show

  • Not eligible for a refund; $100 for late-cancellation or no-show fee

Introductory Programs – 2‑Dose Program and Discover Consult

Introductory Programs include all introduction or promotional treatment programs that we offer, including the 2-Dose Program and the Discover Consult. These programs are only offered in select circumstances, and your purchase must be initiated or approved by an Innerwell team member. Psychotherapy packages and standalone psychiatry and psychotherapy bundles and sessions are not considered part of Innerwell’s Introductory Programs and do not fall under its refund policy.

• More than 48 hours before Medical Consult (2-Dose Program)

  • Full refund
     

• After your Medical Consult, if found ineligible for treatment (based on medical or psychiatric factors not covered in intake) (2-Dose Program)

  • Full refund
     

• After Medical Consult, before first medicine shipment or failed to obtain required clearance (2-Dose Program)

  • A $350 cancellation fee applies; the remaining balance is refunded.
     

• After first medicine shipment (2-Dose Program)

  • Not eligible for refund.
     

• Discover Consult – after Medical Consult

  • Not eligible for refund.