Refund and Cancellation Policy

This policy explains what is refundable, what is not, and why. It forms part of our Terms of Service.

01 — What you are paying for

What you are paying for

A subscription covers clinical evaluation, ongoing clinical oversight, and medication dispensed by a licensed pharmacy. These are treated differently for refunds, because a clinician’s time is spent the moment your file is reviewed, and dispensed medication cannot lawfully be resold.

02 — Full refund if you are not eligible

Full refund if you are not eligible

100% REFUNDED

If a clinician reviews your intake and determines you are not a suitable candidate, you receive a full refund of everything you paid.

Refunds in this category are automatic, within 3 to 5 business days, and you do not need to request one. The same applies if we cannot serve your state, or if no partner pharmacy can fulfil your prescription.

03 — Consultation fees

Consultation fees

Once a clinician has reviewed your intake, the consultation fee is non-refundable, whether or not you fill the prescription. If you changed your mind before review began, email support@naltra.com for a full refund.

04 — Medication cannot be returned

Medication cannot be returned

FEDERAL AND STATE LAW

Once dispensed and shipped, prescription medication cannot be returned, refunded or exchanged, even unopened.

Pharmacies are prohibited from returning medication to inventory once it leaves their custody, because storage conditions can no longer be verified.

Dispose of unwanted medication at a DEA-authorised take-back site.

05 — Cancelling

Cancelling

Cancel in your patient portal under Billing, or email support@naltra.com with the subject “Cancel Subscription”. No phone call, no retention offer.

Cancellation stops future billing. It does not refund the current period, and you keep access until it ends.

TIMING MATTERS

Cancel at least 3 days before your renewal date. Medication is dispensed and shipped in advance of renewal, so a later cancellation cannot stop a prepared shipment, and dispensed medication cannot be refunded. Your renewal date is in your portal under Billing.

06 — Automatic renewal

Automatic renewal

Subscriptions renew automatically until cancelled, at the then-current price. Charges appear as NALTRA. We email you before each renewal and give 30 days notice of any price change.

07 — Damaged, lost or incorrect shipments

Damaged, lost or incorrect shipments

Replaced free. Contact support@naltra.com within 7 days of delivery, or of expected delivery, with your order number and a photograph where relevant.

Damaged in transit: replaced at no charge
Lost or never delivered: we investigate with the carrier, then replace or refund
Wrong item or dose: corrected at no charge
Arrived outside safe temperature range: do not use it, we replace it

08 — Billing errors

Billing errors

Charged twice, charged after cancelling, or charged the wrong amount: email support@naltra.com. Verified errors are refunded in full within 5 business days.

09 — Before you dispute a charge

Before you dispute a charge

Email us first. We resolve most billing issues within one business day, faster than a bank dispute. A chargeback filed without contacting us may close your account.

10 — Requesting a refund

Requesting a refund

Email support@naltra.com with the subject “Refund Request”, your name, account email and order number. Acknowledged within 1 business day, decided within 5. Approved refunds return to your original payment method in 5 to 10 business days.

11 — Quick reference