Billing

Cancellation and Refund Policy

Effective September 15, 2026 · Draft for operational and legal review

This policy explains cancellation and refund handling for cash-pay services offered through Norlo. The final order screen controls if it provides more specific terms.

Canceling future renewals

You may cancel future recurring orders through the care platform or by contacting [email protected]. Submit a request before the next order enters provider, pharmacy, or fulfillment processing. Cancellation stops future renewals but does not automatically reverse an order already in process.

Consultation charges

The listed offer price includes the provider consultation. If a provider determines that treatment is not appropriate before a medication order is placed, the care platform will apply the refund terms disclosed at checkout. Owner and partner must confirm the exact non-qualification refund workflow before launch.

Prescription products

For safety and legal reasons, prescription medication generally cannot be returned or reused after dispensing. Orders already compounded, dispensed, or shipped are generally not refundable except where required by law or when the wrong or damaged item is received.

Damaged, incorrect, or missing orders

Contact support promptly with the order number and a description of the problem. Do not send sensitive health information by ordinary email. The pharmacy or fulfillment team will review replacement eligibility.

Processing time

Approved refunds are returned to the original payment method. Bank processing times vary and will be stated by the care platform when the refund is issued.

Questions

Email [email protected] during Monday–Friday, 9:00 a.m.–5:00 p.m. ET. Include only the minimum information needed to locate the account.