At Telezen MD, we are committed to providing safe, legitimate, physician-guided care with clear expectations and transparent policies. Because telehealth services and prescription medications involve regulatory requirements, clinical review, and individualized fulfillment, refunds and returns are governed by the policies outlined below.
If you have questions or need assistance, our patient care team is available at +1 (888) 775-9343 or support@telezenmd.com.
Due to state and federal regulations, prescription medications cannot be returned or refunded once they have been dispensed by the pharmacy.
Once payment has been processed and an order has entered fulfillment, including provider review, pharmacy compounding, or shipping, all sales are final except as explicitly stated in the 180-Day Weight Loss Guarantee section below.
Because telehealth orders involve immediate administrative, clinical, and pharmacy-related costs, the following cancellation and refund policy applies.
You may request cancellation within 12 hours of placing your order by emailing support@telezenmd.com. This window allows us to attempt cancellation before fulfillment begins.
If a licensed medical provider has already reviewed your case before your cancellation request is received, even if within the 12-hour window, a $30 provider review (doctor visit) fee will be deducted from any eligible refund. This fee covers the completed clinical service and is non-refundable.
All orders are subject to a non-refundable payment processing fee (currently 4%) charged by our payment platform at the time of purchase. This fee is incurred immediately and is not recoverable, even if an order is canceled or refunded.All orders are subject to a non-refundable payment processing fee (currently 4%) charged by our payment platform at the time of purchase. This fee is incurred immediately and is not recoverable, even if an order is canceled or refunded.
If your order is canceled before the pharmacy compounds the medication, and after any applicable provider review fee and payment processing fee are deducted, the remaining balance will be refunded to your original payment method.
Once a prescription has been custom compounded and/or shipped, refunds are no longer available except as specifically outlined in the 180-Day Weight Loss Guarantee, where applicable.
We encourage all patients to review order details carefully and disclose complete medical history before completing a purchase.
If you complete the required medical intake and a licensed provider determines that you are not eligible for treatment, you will receive a full refund minus any completed doctor visit fee.
Patients are responsible for administering medications exactly as prescribed by their provider.
If you have questions about dosing or administration, contact the dispensing pharmacy using the phone number on your medication packaging or message your provider through the patient portal before administering the medication.
If a patient administers an incorrect dose and runs out of medication early, Telezen MD cannot replace medication at no cost. Additional medication may be prescribed and shipped at the patient’s expense, subject to provider approval.
In the rare event a package is lost in transit, Telezen MD will work with the carrier (USPS, FedEx, or UPS) to locate the shipment. If necessary, reshipment may be offered and will be evaluated on a case-by-case basis.
Some medications require temperature-controlled shipping and are packaged with appropriate insulation and cold packs to maintain stability during transit. Shipping concerns involving refrigerated medications are reviewed on a case-by-case basis.
Customers are responsible for ensuring that all shipping and payment information is accurate at the time of purchase. Telezen MD is not responsible for delays, losses, or delivery issues caused by incorrect customer-provided information.
Orders that are not canceled within the applicable cancellation window and have entered fulfillment cannot be modified or refunded except as expressly stated in this policy.
Telezen MD does not accept or bill health insurance.
We operate on a direct-pay model that allows for transparent pricing and individualized care without insurance restrictions. Some Telezen MD treatments may be eligible for FSA or HSA reimbursement depending on your plan. Patients are responsible for confirming eligibility with their FSA or HSA provider.
Any educational content, digital programs, or community access provided alongside medical treatment are offered as supportive resources only and do not replace medical care, diagnosis, or treatment.
Access to educational content or community resources does not alter prescription eligibility, refund policies, or cancellation terms.
Telezen MD offers a 180-Day Weight Loss Guarantee for eligible medical weight-loss programs.
If a patient does not lose any measurable weight after 180 consecutive days of full participation in the Telezen MD weight-loss program, they may be eligible for a refund that includes medication fees paid during the 180-day period.
The $30 doctor visit fee is not reimbursed under this guarantee.
To qualify for the 180-Day Weight Loss Guarantee, all of the following conditions must be met:
1. Continuous Participation
The patient must remain actively enrolled in the program for 180 consecutive days without interruption and must follow the prescribed treatment plan, including medication use, provider guidance, and program instructions.
2. Proof of No Weight Loss
The patient must submit the following documentation:
The same scale must be used for all weigh-ins.
Any measurable weight loss, including 0.1 pounds, voids eligibility for the guarantee.
3. Proper Medication Use
Medications must be taken exactly as prescribed. Missed doses, self-adjusted dosing, or incorrect administration may disqualify eligibility. Running out of medication due to incorrect dosing does not qualify as program adherence.
4. Refund Request Submission
Refund requests must be submitted within 14 days of completing the 180-day program by emailing support@telezenmd.com. Requests must include all required documentation and a brief statement confirming adherence.
5. Review and Fraud Prevention
Telezen MD reserves the right to deny refund requests in cases of non-compliance, inconsistent documentation, or evidence of manipulation or fraudulent claims. Additional verification may be requested.
Approved refunds will be processed within 30 business days and issued to the original payment method used at purchase.
All refund requests under the 180-Day Weight Loss Guarantee are subject to review and final determination by Telezen MD.
By purchasing from Telezen MD, you agree to contact our patient care team first to attempt resolution of any billing or service-related concerns.
Initiating a chargeback for services already rendered, prescriptions already reviewed, compounded, or shipped may result in account suspension, denial of future services, and submission of documentation to the payment processor demonstrating policy acknowledgment and fulfillment.
Telezen MD maintains detailed records of provider review, pharmacy fulfillment, shipment tracking, and patient communications to protect against fraudulent disputes.
Telezen MD reserves the right to update or modify this policy at any time to remain compliant with medical, pharmacy, regulatory, and operational requirements. Updates will be posted on this page.
