Refund and Cancellation Policy
Effective Date: October 19, 2026 · Version: 2026.10.19
This policy covers every purchase on shop.insertmd.com and on partner storefronts powered by Insert MD. Checkout always shows what is charged, and when, before you confirm.
If your clinician does not prescribe
You are not charged for medication or shipping. If your card was authorized at checkout, the hold is released. Release can take a few business days to show on your statement, depending on your bank.
Visit fees
- A visit fee pays for the clinician’s time. It is non-refundable once the visit or review has happened, whether or not a prescription is issued.
- Live video visit: cancel before the visit starts and you receive a full refund.
- Message visit: cancel before a clinician begins the review and you receive a full refund.
Medication
Prescription medication is made and dispensed for you specifically. Under pharmacy law it cannot be returned or resold. Once a prescription has been issued and the medication has been compounded or shipped, it is not returned or refunded.
Damaged, incorrect, or missing orders
If your order arrives damaged, warm when it should be cold, incorrect, or does not arrive, contact support@insertmd.com or (512) 778-0376 within 7 days of delivery, or of the expected delivery date. Include your order number and a photo of the package and label, if you have it.
We send the case to the dispensing pharmacy. When the problem is a pharmacy or carrier error, the pharmacy reships a replacement at no cost to you. Do not use medication that looks damaged or arrived outside its storage instructions.
Cancelling a plan
- Cancel any time in the patient portal or by contacting support.
- Cancellation takes effect at the end of the current billing period. You are not charged again after that.
- A renewal that has already been prescribed, compounded, or shipped is covered by the Medication section above.
How refunds are paid
Approved refunds go back to the original payment method, usually within 5 to 10 business days. If you have a billing question, contact us before disputing a charge with your bank. We can usually resolve it faster.
Contact
Rx Group LLC d/b/a Insert MD · 7210 Manatee Ave W #1186, Bradenton, FL 34209 · (512) 778-0376 · support@insertmd.com
This document is provided for patients and partners using Insert MD services. It is not legal advice to third parties. Questions: support@insertmd.com.