Refund, Return, and Cancellation Policy
Name: Rehab® Health Labs (hereby known as the Company)
Address of Record: 3050 Village Park Dr. Plover, WI 54467
Contact Phone Number: 715.303.1301
Contact Email Address: support@rehabhealthlab.com
Last updated: August 7, 2026
This Refund, Return, and Cancellation Policy explains when charges associated with services offered through the Company may be eligible for cancellation, refund, credit, replacement, or other adjustment. Because the Company facilitates telehealth services and prescription fulfillment, different portions of a transaction may involve different parties and may become non-cancellable at different stages of the clinical and pharmacy process.
This policy should be read together with the Company’s Terms and Conditions, Shipping Policy, Subscription Policy, Privacy Policy, checkout disclosures, and any pharmacy-specific notices. Nothing in this policy limits rights that cannot legally be waived under applicable law.
Nature of Telehealth and Prescription Transactions
The Company provides technology, administrative, and management services that facilitate access to independent licensed healthcare providers and licensed pharmacies. The Company does not guarantee that a requested prescription will be issued, that a particular medication will be clinically appropriate, or that a specific pharmacy will be able to fill a prescription.
A transaction may include one or more components, such as access to a medical evaluation, administrative or platform services, prescription medication, laboratory services, shipping, or recurring subscription services. Refund eligibility may therefore depend on which component has already been performed or initiated.
Medical Evaluations and Provider Services
Fees attributable to a completed medical evaluation or other professional healthcare service compensate the applicable medical group or provider for time, expertise, and clinical judgment. A provider may determine that treatment is not medically appropriate or may recommend an alternative treatment. A denial of a requested prescription does not mean that the provider service was not rendered.
Where checkout disclosures, applicable law, or Company policy provide for a refund following clinical denial, the Company will process that refund according to the stated terms. Otherwise, fees for medical services that have already been rendered may be non-refundable. If a consultation has not yet occurred, cancellation eligibility may depend on the timing of the request and whether clinical review has already begun.
Prescription Medications
Prescription medications are regulated products and generally cannot be returned to inventory, resold, or redispensed after they have been dispensed to a patient or have left the pharmacy’s control. For patient safety and compliance reasons, prescription medications are ordinarily not returnable or refundable once the pharmacy has dispensed or shipped them, except where required by law or where a verified pharmacy or fulfillment error has occurred.
A patient should not mail medication back to the Company or pharmacy unless specifically instructed to do so. Unsolicited returns may be destroyed and may not create any right to a refund. Unused medication should be disposed of in accordance with pharmacy instructions and applicable drug-disposal guidance.
Order Cancellation Before Pharmacy Fulfillment
Patients who wish to cancel an order should contact customer support as soon as possible. A cancellation request is not effective merely because it was submitted. The Company must have a reasonable opportunity to confirm whether the applicable provider review, prescription transmission, pharmacy processing, or dispensing has already occurred.
An order may be eligible for cancellation if the request is received before the relevant services have been performed and before the prescription has entered pharmacy fulfillment. Once a prescription has been approved and transmitted to a pharmacy, the order may become non-cancellable even if the medication has not yet physically shipped, because the pharmacy may already have begun patient-specific preparation and dispensing activities.
Cancellations After Prescription Transmission
After prescription transmission, the Company will make reasonable efforts to determine whether the pharmacy can stop fulfillment. The Company cannot guarantee that fulfillment can be stopped. If the pharmacy has already dispensed, compounded, packaged, labeled, or otherwise committed the medication for the patient, the related medication charge may be non-refundable.
Incorrect, Damaged, or Defective Shipments
Patients should promptly report any shipment that appears to contain the wrong medication, wrong strength, wrong patient information, missing items, damaged packaging, broken seals, or other apparent fulfillment defects. Patients should not use a medication they reasonably believe is incorrect, contaminated, or unsafe.
The Company may request photographs, package labels, lot information, tracking details, or other documentation necessary to investigate the issue. Verified pharmacy or fulfillment errors may be addressed by replacement, reshipment, credit, refund, or another remedy as determined by the pharmacy, Company, and applicable law.
Lost or Stolen Shipments
Claims involving lost or stolen shipments will be reviewed based on tracking information, delivery confirmation, carrier findings, address accuracy, and other available evidence. A replacement or refund is not guaranteed when a carrier reports successful delivery to the address provided by the patient. The Company may assist with a carrier or pharmacy investigation where appropriate.
Incorrect Shipping Address
Patients are responsible for providing an accurate shipping address. If a package is misdelivered, returned, or lost because the patient supplied an incorrect or incomplete address, the order may not be eligible for a refund or complimentary replacement. Patients should contact the Company immediately if an address correction is needed, but address changes cannot be guaranteed after pharmacy processing begins.
Refused, Unclaimed, or Returned Prescription Shipments
Prescription shipments that are refused, not collected, or returned by a carrier generally cannot be resold or redispensed. Accordingly, such shipments may be non-refundable. If a package is returned because of a carrier error or other circumstance outside the patient’s control, the Company will review the matter and coordinate with the pharmacy to determine whether a replacement or other accommodation is appropriate.
Subscription Cancellations and Renewal Charges
Recurring orders are also governed by the Company’s Subscription Policy. Cancelling a subscription stops future renewals after the cancellation becomes effective; it does not necessarily cancel an order that has already renewed or entered clinical or pharmacy fulfillment. Patients should cancel before the applicable renewal or billing date shown in their account or renewal disclosures.
If a patient submits a cancellation after a renewal charge has processed but before clinical or pharmacy services for that renewal have begun, the Company will review whether the renewed order can be cancelled. If the order has already progressed into non-reversible fulfillment, the charge may remain due. This provision is subject to any rights or remedies required under applicable automatic-renewal or consumer-protection law.
Refund Method and Processing
Approved refunds will generally be issued to the original payment method. The Company may require additional information to verify the transaction or prevent fraud. After the Company submits a refund, the time required for the refund to appear is controlled by the patient’s bank, card issuer, or payment processor and may vary.
Unless otherwise required by law, refunds are not issued in cash when the original purchase was made by card or other electronic payment method. Credits, promotional discounts, or coupons may be subject to separate terms and may have no cash value.
Promotional Codes, Discounts, and Credits
Promotional codes, discounts, referral credits, or other incentives may be subject to eligibility requirements, expiration dates, product exclusions, one-time-use restrictions, or other terms. If an order is refunded, the value of a promotion may be deducted from the refundable amount or may not be restored for future use unless the applicable promotion states otherwise.
Chargebacks and Payment Disputes
Patients are encouraged to contact the Company before initiating a chargeback or payment dispute so that the Company can investigate the issue and attempt to resolve it directly. A chargeback does not automatically cancel a prescription, stop pharmacy fulfillment, or terminate a subscription. Patients should separately submit any cancellation request through the methods described in the applicable policy.
The Company may provide transaction records, checkout disclosures, communications, tracking information, clinical or pharmacy status information, and other relevant documentation to a payment processor or financial institution in response to a disputed charge, subject to applicable privacy and healthcare laws.
Fraud, Abuse, and Policy Misuse
The Company may deny a refund, replacement, or account credit where there is reasonable evidence of fraud, intentional misuse of the service, repeated false claims, unauthorized account activity, manipulation of promotional programs, or other abusive conduct, except where applicable law requires otherwise. The Company may also suspend or terminate accounts in accordance with its Terms and Conditions.
Clinical Discontinuation or Provider-Directed Changes
A provider may modify or discontinue treatment based on medical judgment, new clinical information, laboratory results, adverse effects, contraindications, or other patient-safety considerations. Whether any resulting charge is refundable depends on the timing of the provider decision and whether the related medication or services have already been provided or committed for fulfillment.
Changes to this Policy
The Company may update this Refund, Return, and Cancellation Policy to reflect changes in law, payment practices, pharmacy operations, or Company services. The updated version will be posted on the Company’s website with a revised effective date. Changes will not retroactively eliminate rights that have already vested under applicable law.
Contacting Us
To request cancellation, report a damaged or incorrect shipment, inquire about a refund, or raise a billing concern, contact the Company using the contact information listed at the beginning of this policy. Please include enough information for the Company to identify the relevant account and order. Do not include unnecessary sensitive medical information in ordinary customer-support communications unless specifically requested through a secure channel.