Quick summary: The $20 physician review fee is refunded in full if no prescription is written. 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 does not collect payments directly through this Site. Charges related to the Medical Track — including the $20 physician review fee and any medication costs — are collected directly by the Medical Entity and its contracted pharmacy. This policy applies to those charges, and OS reboot will assist in routing any refund requests to the appropriate party.
Charge types and refund eligibility
| Charge | Refundable? | When |
|---|---|---|
| $20 physician review fee | Yes — full refund | If no prescription is written, or if the physician declines to prescribe. |
| $20 physician review fee | No | If the physician completes the review and writes a prescription. The fee compensates the physician for the work performed. |
| 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 Fee ($20)
The $20 physician review fee is charged at the time of Medical Track intake submission and is paid to the independent medical group for the physician's professional review of your intake.
Refund granted when:
- The physician completes their review and declines to write a prescription.
- The physician adjusts the requested protocol and you decide not to proceed.
- You withdraw your intake before the physician begins their review.
Refund not granted when:
- The physician completes the review and writes a prescription, regardless of whether you ultimately choose to fulfill it.
- You provided false or incomplete information that prevented the physician from making a determination.
Approved refunds for the physician review fee are issued within 5–10 business days to the original payment method.
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. Affiliate Commissions
Affiliate commissions earned on referred Medical Track purchases are paid monthly. If a referred purchase is refunded, the corresponding affiliate commission is reversed. See the Affiliate Agreement for details.
8. 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.
9. Contact
Refund requests and questions:
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.