Returns, Cancellations, and Refunds

General Rule

Healthcare services, clinical review, administrative services, pharmacy services, compounded products, and prescription medications are time-sensitive and patient-specific. Except where required by law or expressly stated in this Policy, charges are nonrefundable after the relevant service has been performed, a clinical review has begun, a prescription has been transmitted, or fulfillment has commenced.

Prescription Medications Cannot Be Returned

For safety and legal reasons, prescription medications generally cannot be returned, exchanged, restocked, or reused after they leave the dispensing pharmacy, even if unopened. Do not mail medication to Atelier Protocol. Contact the dispensing pharmacy for disposal instructions.

Initial Order Cancellation

A cancellation request must be submitted before clinical review or fulfillment begins. Because information may be routed promptly to a Provider and pharmacy, cancellation is not guaranteed. Once a Provider has begun review, a prescription has been issued or transmitted, medication has been prepared or compounded, a shipping label has been created, or fulfillment has otherwise begun, the order may not be cancellable or refundable.

Clinical Ineligibility

If a Provider determines that prescription treatment is not medically appropriate, the treatment charge will be handled according to the checkout disclosure and applicable plan terms. Any separately disclosed and already-performed consultation, identity-verification, laboratory, administrative, or other service fee may remain nonrefundable where permitted by law. If, after review, a licensed healthcare provider determines that you are not medically eligible for treatment, your order will be canceled and you will receive a refund..

Recurring Plans and Subscription Cancellation

You may cancel a recurring plan through the available account tools or by contacting support. Cancellation takes effect prospectively and does not reverse a charge for a renewal cycle that has already entered clinical review, prescribing, pharmacy processing, or fulfillment. Submit cancellation at least 72 hours before the next scheduled renewal date. Cancellation does not require a Provider or pharmacy to interrupt clinically necessary communications or recordkeeping.

Dose Changes, Treatment Changes, and Provider Decisions

A Provider may change the prescribed medication, formulation, dose, quantity, or treatment plan based on independent clinical judgment. A patient request for a different product or dose does not create a right to a refund. If the approved treatment differs materially from the purchased selection, the applicable price adjustment, credit, or authorization process will be disclosed before fulfillment where operationally feasible and required by law.

Damaged, Defective, Incorrect, or Under-Filled Products

Contact the dispensing pharmacy and Atelier Protocol support promptly if a product arrives damaged, leaking, broken, visibly contaminated, incorrectly labeled, materially under-filled, or different from the prescription. Do not discard the medication or packaging unless instructed. Provide photographs, lot number, prescription label, shipping packaging, and a description of the issue. The pharmacy will investigate and determine whether replacement, reshipment, or another remedy is appropriate. Refunds are not guaranteed when a replacement or other legally appropriate remedy is available.

Shipping Problems

Lost, stolen, delayed, misdelivered, returned, or temperature-affected shipments are handled under the Shipping Policy and the dispensing pharmacy's procedures. Replacement or refund may be denied when the address was inaccurate, delivery was refused, a package was not retrieved, medication was improperly stored after delivery, or the issue was not reported promptly.

Laboratory and Third-Party Charges

Laboratory, pharmacy, carrier, identity-verification, and other third-party charges may be nonrefundable after the third party begins or performs the service. Third-party refund decisions may be governed by the third party's lawful policies.

Promotional Credits and Discounts

Promotional codes, credits, discounts, and complimentary services have no cash value, are nontransferable, and may be subject to expiration and additional terms. Refunds generally will not exceed the amount actually paid for the affected item or service.

Duplicate or Incorrect Charges

Report a suspected duplicate, unauthorized, or incorrect charge promptly. We may request supporting information and may correct a verified billing error through reversal, refund, or account credit, as appropriate. This provision does not limit rights available under applicable payment-card law.

Chargebacks

Before initiating a chargeback, contact support so the charge can be investigated. Filing a chargeback does not cancel a treatment plan, prescription, or subscription. Fraudulent or abusive chargebacks may result in account restriction and collection of lawfully owed amounts. Nothing in this section waives rights that cannot lawfully be waived.

How to Request Review

Submit a request to care@atelierprotocol.com within 5 days days after the charge or delivery. Include your name, order number, date, reason for the request, and relevant photographs or records. Approved refunds will be issued to the original payment method unless otherwise required. Financial institutions may require additional time to post a refund.

Contact

Atelier Protocol LLC
418 Broadway, Ste R, Albany, NY 12207
Support: care@atelierprotocol.com
Telephone: (929) 723-3212