Refund & Cancellation Policy

Last updated: August 18, 2026

This policy explains how to cancel a VIV RX plan, when we refund, and what we do if something is wrong with your order. It forms part of our Terms of Service. Nothing here limits any right you have under consumer-protection law that cannot be waived.

1. Cancelling your plan

VIV RX plans are recurring subscriptions that renew automatically until you cancel — monthly plans every month, quarterly plans every three months, at the price disclosed at checkout.

You can cancel at any time, for any reason, with no cancellation fee and no penalty. To cancel, email support@vivrx.com from the email address on your order with the word “cancel.”

We will confirm your cancellation in writing, normally within one business day. Cancellation takes effect at the end of your current billing period, so you keep access to care you have already paid for and are not charged again.

Cancel before your renewal date to avoid the next charge — your renewal date is shown in your order confirmation. If you cancel after a renewal has already been charged but before that order has been dispensed, contact us and we will refund it in full.

2. Why prescription medication cannot be returned

Once a prescription has been dispensed and shipped, we cannot accept it back. This is not a preference: federal and state pharmacy law prohibits a pharmacy from returning dispensed medication to stock or redispensing it, because its storage and handling can no longer be verified. This applies even to unopened vials.

Please do not mail medication back to us. To dispose of unwanted medication safely, use a DEA authorised collection site or your pharmacy's take-back programme, and place used needles in a sharps container.

3. When we refund or replace

We will refund or replace your order, at your choice, if:

• your medication arrives damaged, broken, leaking, or compromised;
• you received the wrong medication, dose, or quantity;
• your order is lost in transit or is never delivered;
• your medication arrives past its beyond-use date, or arrives in a condition that makes it unsafe to use;
• you were charged in error — including a duplicate charge, a charge after a valid cancellation, or a charge at the wrong amount.

Tell us within 14 days of delivery (or of the expected delivery date, if the order never arrived) at support@vivrx.com. Photographs help us resolve damage and wrong-item claims quickly. Do not use medication you believe is damaged or incorrect — contact us and your Provider first.

4. If a provider does not prescribe

You are not charged for a plan unless a licensed provider prescribes it. If you pay first and the provider then determines that treatment is not appropriate for you, or you are not eligible in your state, we refund 100% of what you paid. The consultation itself is free — there is no evaluation fee, and we do not keep a portion for the review.

5. Refunds we cannot give

Outside the circumstances in Sections 1, 3, and 4, we generally cannot refund medication that has already been dispensed and shipped. That includes:

• a change of mind after your order has been dispensed;
• side effects or a treatment that did not produce the result you hoped for — individual results vary and no outcome is guaranteed. Please contact your Provider, who can adjust your dose or change your treatment;
• delivery failures caused by an incorrect or incomplete address you supplied, or a package refused or left unclaimed;
• medication lost, damaged, or spoiled after successful delivery, including through improper storage.

Even where a refund is not available, please still contact us. We would rather work out a solution — a dose change, a pause, a partial credit, or a replacement — than leave you unhappy, and we consider requests outside this policy case by case.

6. Pausing instead of cancelling

If you need a break rather than an exit, you can pause your plan and resume later without re-enrolling. Email support@vivrx.com. Depending on how long you pause, your Provider may need to review your health history again before treatment resumes.

7. How refunds are issued

Approved refunds go back to the original payment method. We issue them within 5 business days of approving your request; your bank or card issuer may take a further 5–10 business days to post the credit. We will tell you the amount and the date. If your original payment method is closed, we will arrange an alternative.

8. Problems, and your other rights

If you are unhappy with how we have handled a refund, email support@vivrx.com with “escalation” in the subject line and we will have it reviewed by someone who was not involved the first time.

This policy does not affect your statutory rights, including any right you have to dispute a charge with your card issuer or bank. We ask that you contact us first — a chargeback is usually slower for you than a direct refund — but nothing here requires you to wait.

9. Contact

support@vivrx.com — we answer 7 days a week. Or write to Viv Health, Inc., 3310 W Braker Lane, Suite 300-123, Austin, TX 78753, United States. See also our Support page.

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