Refund policy
Refund and Cancellation Policy
Updated: July 2025
Virtual Health Appointment Cancellations or No-Shows
If you book an appointment through TWC, you can cancel up to 24 hours before your appointment. Cancellations within 24 hours or no-shows will incur a $30 fee. To reschedule at no additional cost, please contact support@twc.health or use the embedded chat function.
Virtual Health Refunds
Virtual health consultations, treatments, prescriptions, and outcomes are at the discretion of the treating medical professional. Refunds will not be issued for disagreements with the provider's decisions or for services not classified as a TWC consult type. Your payment covers the provider's time to assess your health and make the best recommendations based on their professional judgment.
Medical Kit Emergency Kit Cancellations
You may cancel your order at any time before submitting the medical intake form. Once the form has been submitted, cancellations are no longer possible.
If you decline to speak with the provider or otherwise interfere with the prescription process, a $50 processing fee may apply.
Medical Kit Issues
Any issues with Medical Kits, such as missing or damaged contents, must be reported to TWC within 30 calendar days from the date of receipt. We perform three sets of verifications with our partnered pharmacy, but bringing an issue to our attention allows us to investigate further. Each case will be handled individually, including reviews with the pharmacy and delivery carrier (e.g., UPS, FedEx, USPS). Requests made after 30 days from receipt will not be processed.
Carrier photos showing the items being delivered to your house serve as proof of delivery and will work in adherence to our established refund policy.
If a medication is comitted from your kit due to allergies or other medical conditions, it will not be substituted, and the price of the kit will remain the same.
Prescriptions
Prescriptions are determined by your provider’s professional judgment. If a prescribed medication is omitted due to a contraindication (e.g., allergies), no substitutions will be made, and the kit price will not be discounted. Once you complete your intake form here, a TWC provider may call you within 2-3 business days to verify your information and send your approved prescription to our partnered pharmacy.
Shelf Life of Ivermectin
The shelf life of compounded medications like Ivermectin is typically 6 months due to USP 795 regulations. Expiration dates are assigned based on stability studies, not the actual expiration date. Proper storage in a cool, dry, and airtight environment can help optimize shelf life. Always consult your healthcare provider for specific storage recommendations.
Rx Products Purchased on TWC.health
You may also cancel your order at any time before the medical intake form is submitted. After submission, cancellations cannot be processed.
Once you complete your intake form here, a TWC provider may call you within 2-3 business days to verify your information and send your approved prescription to our partnered pharmacy.
If you decline to speak with the provider or otherwise interfere with the prescription process, a $50 processing fee may apply.
Product Refunds and Returns
Sales of supplements and other physical products are final, and returns cannot be accepted. Refunds may be issued at the company’s discretion and are subject to a $15 service fee. If you receive the wrong item or a damaged product, please contact customer service for assistance with a refund or replacement.
TWC is not responsible for inaccuracies in shipping addresses, customs issues, or undeliverable shipments. If a refund is granted, the $15 service fee will be deducted. Any product quality issues must be reported within 30 days of delivery, and these refunds will not be subject to a restocking fee.
We are unable to issue refunds for supplements and/or emergency kit purchases after 30 days from the date of purchase.
Memberships and Subscriptions
Annual memberships are a year-long commitment and cannot be refunded if canceled. Cancellations will take effect at the next scheduled renewal date. Monthly memberships and subscriptions may be canceled at any time, with cancellation effective at the next renewal. No partial refunds will be issued for canceled memberships or subscriptions.
Manage your memberships and subscriptions through the "Account" section on TWC’s website. For further assistance, contact customer service for additional help.
Please contact Customer Service if you have any questions or need assistance!
800-758-1584
support@twc.health