Quick summary: You are not charged for the physician’s review. No fee is collected when you complete your intake, and if the physician decides treatment is not appropriate for you, you pay nothing at all. Payment is collected only after a physician approves treatment and you authorize the purchase. Once a compounded medication has been dispensed by the pharmacy, it cannot be returned or refunded — federal and state pharmacy regulations prohibit returning compounded medications. Specific refund eligibility for each charge type is detailed below.
Overview
This Refund Policy explains when refunds are available, who processes them, and how to request one. OS Reboot is operated by Ambiguous Inc., a California corporation. Ambiguous Inc. does not collect payments directly through this Site. Charges related to the Medical Track — medication and any program costs — are collected directly by the Medical Entity and its contracted pharmacy, and only after a physician has approved treatment. This policy applies to those charges, and OS Reboot will assist in routing any refund requests to the appropriate party.
Refunds are processed by the entity that originally collected the charge — the affiliated pharmacy or the Medical Entity for medication and program charges. OS Reboot will help route your refund request to the correct party.
Charge types and refund eligibility
| Charge | Refundable? | When |
|---|---|---|
| Physician review of your intake | Not applicable — no charge | You are never billed for the physician’s review. There is nothing to refund. If the physician declines to prescribe, you are charged nothing. |
| Compounded medication (after dispensing) | No — final sale | Federal and state regulations prohibit return or resale of compounded medications once they have left the pharmacy's control. |
| Compounded medication (before dispensing) | Yes — full refund | If the order is canceled before the pharmacy has compounded and shipped, or if there is a documented pharmacy-side fulfillment failure. |
| Shipping or processing fees | Generally no | Once the order has been processed for shipping. May be refunded if the medication itself is refunded. |
| Subscription / program fees (if any) | Pro-rated | Refundable on a pro-rated basis for unused future billing periods. Past periods are not refundable. |
1. Physician Review — No Charge
You are not charged to have a physician review your intake. Completing the medical intake costs nothing, and no payment method is charged while your intake is under review. The independent physician is compensated by the medical group, not by you.
You are charged nothing when:
- The physician reviews your intake and declines to write a prescription.
- The physician suggests a different approach and you decide not to proceed.
- You stop partway through, or withdraw your intake at any point before approving a treatment plan.
When payment is collected:
Payment is collected only after a physician has approved a treatment plan and you have authorized the purchase of the prescribed medication. Prices are disclosed to you before you authorize any charge. Refund eligibility for that medication charge is described in Section 2.
2. Compounded Medications
All compounded medication orders are final once dispensed by the pharmacy. This is not OS Reboot's policy — it is required by federal and state pharmacy regulations. A 503A compounding pharmacy may not accept, return, or resell compounded medications once they have left the pharmacy's control, even if the medication is unopened.
Refund granted when:
- The order has not yet been compounded by the pharmacy and you cancel before compounding begins.
- The pharmacy is unable to fulfill the prescription for operational reasons.
- The medication arrives damaged or in unusable condition due to a documented shipping or pharmacy error (verified by photographic evidence within 7 days of delivery).
- The shipment is lost in transit and not delivered within 21 days of dispatch.
Refund not granted when:
- The order has been compounded and dispensed.
- You change your mind after receiving the medication.
- You experience side effects (these are individual responses to medication and not grounds for refund — discuss with the prescribing physician).
- You did not follow storage or usage instructions and the medication was compromised as a result.
- The pharmacy was unable to deliver because the shipping address you provided was incorrect or you were unavailable for cold-chain delivery.
Important. Because compounded medications cannot be returned once dispensed, we strongly encourage you to (a) ensure your intake form is complete and accurate, (b) review the physician's recommendation carefully before authorizing payment for medication, and (c) confirm your shipping address and availability for cold-chain delivery before the order ships.
3. Wellness Coaching and Free Daily Protocol
The Daily Protocol and basic wellness coaching are provided free of charge. There is nothing to refund.
If we introduce paid coaching tiers in the future, the refund terms for those tiers will be disclosed at the point of purchase and will be reflected in an updated version of this Policy.
4. How to Request a Refund
To request a refund:
- Email hello@osreboot.com with subject line "Refund Request."
- Include your full name, order date, and the charge you are requesting a refund for.
- For medication-related refunds, attach any supporting documentation (photographs of damaged shipment, tracking information, etc.).
We will acknowledge your request within 2 business days and respond with a decision within 5–10 business days. Approved refunds are issued to the original payment method.
5. Chargebacks
If you believe a charge is incorrect, please contact us before initiating a chargeback with your card issuer. Chargebacks initiated without first contacting us may delay resolution and, in cases of bad-faith chargebacks for properly fulfilled compounded medications, may result in account termination.
6. Pharmacy-Side Refunds
The medication itself is dispensed by an independent state-licensed 503A pharmacy contracted through the medical services organization. Where the pharmacy is the issuer of a charge, OS Reboot will assist in routing refund requests to the pharmacy, but the pharmacy's own refund and dispensing policies govern those charges.
7. Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be communicated by updating the "Effective" date at the top.
8. Contact
Refund requests and questions:
OS Reboot
Operated by Ambiguous Inc.
1804 Union Street, San Francisco, CA 94123
Email: hello@osreboot.com
For pharmacy-issued charges, you may also be directed to contact the pharmacy directly through the channels provided with your shipment.