Refund policy

What this policy covers

This website takes no payment. Every charge described here starts somewhere else: in your patient portal, or in the intake you completed when you began a program. This policy explains what Dynamic Health Institute will and will not refund, and it names the charges that are not ours to refund at all.

Read it alongside the telehealth consent, which explains why being reviewed by a clinician is not the same as being approved by one.

Memberships and monthly programs

You can change or cancel your membership at any time from your patient portal. There are no contracts and no cancellation fees.

Canceling stops the next renewal. It does not refund the cycle you have already paid for: that period stays available to you until it ends, and nothing renews after it. Monthly program fees work the same way when you hold one without a membership.

Visit and workup fees

The fee for a visit or a workup pays for clinical review, and it is earned once a clinician has carried that review out. That includes the times they decline to prescribe or to enroll you. A clinician deciding that a program is wrong for you is the review working rather than failing, and the fee for it is not refunded.

What you are owed in that situation is an explanation, and your clinician gives you one.

DynaFit is the exception, and it is deliberate. If the physician declines to prescribe, your first month is refunded in full. You pay for DynaFit before the review rather than after it, so a decline leaves you holding a charge for a program you were never enrolled in, and we return it rather than keeping it.

Medication and goods we ship

Some programs are supplied through your own pharmacy and some are supplied by us. Which one applies depends on the program, and it is stated on that program’s page.

Where we supply it, how it is billed depends on the program. DynaFit is one flat fee with the medication and shipping inside it, so there is no separate medication charge to refund; canceling DynaFit follows the rule for programs above. Once your medication has shipped, that DynaFit cycle is not refundable: the medication is dispensed for you by name and cannot be returned to stock or given to anyone else. Cancel before the next cycle ships and nothing further is charged. Everywhere else that we supply it, medication is billed separately from your program fee. If you want to stop an order, tell us as soon as you can. We will cancel it if we still can, but once an order has gone to the pharmacy we cannot promise that it can be canceled or refunded.

DynaPak supplement packs are assembled for one person from that person’s own survey answers. Once a pack is ordered it is not refundable and not returnable.

If something arrives damaged, or is not what was prescribed, tell us as soon as you notice and we will put it right.

Charges that are not ours

Two kinds of charge are commonly mistaken for ours.

• Medication filled by your own pharmacy. An Acute Care prescription goes to the pharmacy you use. That pharmacy sets the price, takes the payment, and is the only party that can refund it. DynaFit does not work this way: its medication is supplied by us and is already paid for in the program fee.
• Lab work. Panels are billed at our cash rate or through your insurance, by the lab or the insurer, and never through your program fee. The one exception is the Functional Medicine intake, whose fee includes its lab panel.

We can tell you who to contact and what to ask them. We cannot refund money that was never paid to us.

Billing mistakes

A duplicate charge, or a charge that appears after you canceled, is a mistake rather than a refund request, and it is corrected rather than reviewed. Tell us and we will fix it.

How to ask, and how long it takes

To ask about a charge, contact us. Tell us what the charge was, when it appeared, and the name on your account. You can reach us by email or by chat from there, and the same email address is at the foot of this page.

• If you are asking about an order, we respond within one to two business days.
• Refunds we approve are generally processed within five business days. Your bank or card issuer may take a few days more to post it to your statement.