This Cancellation & Refund Policy applies to all programs and services purchased through Sequence ("Sequence," "we," "us"). A program may include medical review, provider support, messaging and prescription fulfillment when treatment is approved by a licensed provider. We want to be transparent about how billing works and what options are available to you. For questions, contact us at [email protected].
Cancellation of a program
You may cancel your Sequence program at any time. To cancel:
Online request
Email a cancellation request to [email protected] with your full name and the email address used for enrollment.
Confirmation
Our team will confirm your cancellation request in writing.
Cancellations are processed within 1 business day of receipt. Upon cancellation, you retain access to any remaining program benefits through the end of your current program period. Program fees are non-refundable once your intake has been submitted for Provider review, except as described below.
Pre-clinical review cancellation
If you cancel or request a refund before your intake form has been reviewed by a Provider (that is, before clinical evaluation begins), you are eligible for a full refund of any program or intake fee paid.
Post-clinical review cancellation
Once a licensed Provider has reviewed your intake and begun your clinical evaluation, the non-refundable doctor consultation fee is non-refundable. This is because a Provider's time and clinical judgment have been applied to your case.
If you are not ultimately prescribed a treatment, see Section 5 below. If you are prescribed treatment but wish to cancel before shipping, see Section 4 below.
Cancellation after prescription but before shipment
If you cancel after a Provider has issued a prescription but before your treatment has shipped, we will issue a partial refund of the program fee, minus the non-refundable doctor consultation fee. The consultation fee is non-refundable because a Provider's time and clinical judgment have been applied to your case.
To request a pre-shipment cancellation, contact us immediately at [email protected]. We cannot guarantee cancellation once an order has been transmitted to the pharmacy.
Not approved by a Provider
If a licensed Provider reviews your intake and determines that you are not a candidate for treatment, you will receive a full refund of the program payment minus the non-refundable doctor consultation fee. The consultation fee is non-refundable because a Provider's time and clinical judgment have been applied to your case.
Compounded prescription medications — no returns
Compounded medications dispensed through Sequence are prepared specifically for individual patients by licensed pharmacies. They cannot be returned, resold or reused once shipped, in accordance with federal pharmacy regulations and state pharmacy board requirements.
All sales of dispensed compounded medications are final. No refunds will be issued for compounded medications after they have shipped, except in the case of a pharmacy error or damaged/incorrect delivery (see Section 8).
Membership billing disputes
If you believe you were charged in error, contact us at [email protected] within 30 days of the charge. We will review your account and, if an error occurred, issue a correction or refund within 5–7 business days.
We ask that you contact us directly before initiating a chargeback. Unauthorised chargebacks for legitimately rendered services may result in program suspension.
Damaged, incorrect or lost orders
Damaged or incorrect orders
If your order arrives damaged or contains the wrong medication or dosage, contact us at [email protected] within 7 days of delivery. Include photos of the packaging and product. We will coordinate a replacement at no cost.
Lost in transit
If tracking confirms your order was lost in transit and not delivered, contact us within 14 days of the expected delivery date. We will reship your order at no additional charge.
Sequence is not responsible for orders marked delivered to the correct address that are reported missing more than 7 days after the delivery confirmation date.
Refund processing times
Approved refunds are processed within 5–10 business days and credited to the original payment method. Depending on your bank or card issuer, it may take an additional 3–5 business days for the credit to appear on your statement.
Contact us
For any cancellation or refund inquiry, contact [email protected].
This page provides general information and is not medical advice.