Effective Date: 09/08/2026 Last Updated: 09/08/2026
Provn is a digital health platform operated by Recidol LLC. Treatment is provided by independent, US-licensed clinicians, and medications are dispensed by state-licensed pharmacies. Because our services involve prescription medications, our refund policy is shaped by patient safety requirements and applicable pharmacy regulations.
By completing a purchase, the member confirms their understanding and acceptance of these terms.
1. General Policy
Subscriptions, treatment plans, and prescription medications are non-refundable and non-transferable unless otherwise specified in this policy.
Provn may, at its sole discretion, review and approve refund requests for eligible claims, including:
Duplicate charges
Pricing or billing errors
Accidental or unintended purchases (reported promptly and before a prescription has been written or medication ordered)
Circumstances covered under Section 5 (Product Availability) below
Approval of one refund request does not obligate Provn to approve any future request.
2. Subscriptions, Billing Cycles, and Cancellation
Cancellation timing. Subscriptions may only be canceled before the next subscription or billing cycle begins. Once a billing cycle has started, that cycle cannot be canceled or refunded. Cancellation takes effect for future billing cycles only, and members retain access to the services and medication associated with the cycle they have already paid for.
How to cancel. Members may cancel an upcoming subscription renewal by:
Logging in to the Patient Portal, navigating to their profile, and selecting the cancellation option; or
Contacting our support team at [email protected]
Depending on the member’s state of residence, cancellation may need to be processed directly by our support team. If the cancellation option is not available in your account, please email [email protected] and our team will process the request for you.
Timing. To avoid being billed for the next cycle, cancellation requests must be submitted before that cycle’s renewal date. Requests received on or after the renewal date will apply to the following cycle.
3. When Refunds Are Not Available
Refunds are generally not available in the following circumstances:
a. A prescription has been written or medication has been ordered or dispensed. Once a clinician has written a prescription and sent it to the pharmacy, or once medication has been ordered, compounded, or dispensed, refunds cannot generally be provided due to safety and regulatory considerations. Prescription medications cannot be returned, restocked, or reused. If medication has already been ordered at the time a refund request is received, the member is not eligible for a refund.
b. The member has been unresponsive for 12 weeks or more. Active participation in your care is required. Refunds may not be available if a member has been unresponsive or uncommunicative with the medical team or Customer Support for 12 weeks or longer, including failure to respond to intake questions, clinical follow-ups, check-ins, or requests for information needed to continue treatment.
c. The member did not follow prescription instructions. Refunds may not be available where a member has not followed the dosing, administration, storage, or follow-up instructions provided by the prescribing clinician or included with their prescription.
d. The member did not disclose required health information. Refunds may not be available where a member failed to disclose all active medications and/or controlled substances as required under Section 4, or otherwise provided incomplete or inaccurate health information during intake or ongoing care.
e. Change of mind, dissatisfaction with results, or non-use. Individual results vary and are not guaranteed. Refunds are not provided based on outcomes, or because a member did not use the medication or services they purchased.
4. Member Responsibility: Medication Disclosure
Members must disclose all active medications and/or controlled substances they are taking, whether taken regularly or on an as-needed basis. This includes prescription medications, over-the-counter medications, supplements, and any controlled substances.
Members must also promptly update their care team if their medication list changes at any point during treatment.
Complete and accurate disclosure is essential for safe prescribing. Failure to disclose this information may result in denial of a refund request, and may result in discontinuation of treatment.
5. Product Availability and Plan Changes
Members acknowledge that all plans are subject to product availability, supply conditions, and external factors beyond our control, including those affecting our network of providers and fulfillment partners. In the event that a member’s prescribed program becomes unavailable, our network of licensed clinicians may suggest appropriate alternative options. Members may choose to accept an alternative or request a refund under the following conditions:
Refunds for Unavailable Products. If our fulfillment network is unable to complete a treatment plan due to inventory limitations, regulatory requirements, or other circumstances outside our control, members qualify for a prorated refund. The refund amount will be determined by the unfulfilled portion of the prepaid plan’s listed monthly rate, minus only the cost of any services or products already delivered.
Switching to an Alternative Option. Members whose preferred option is no longer available may switch to another available program option at no extra charge for the remainder of their plan.
6. How to Request a Refund
To request a refund, contact our support team at [email protected] with:
The name and email address associated with your account
The date and amount of the charge in question
The reason for the request
Our team will review the request against this policy and notify you of the outcome. Additional information may be requested to complete the review.
7. Refund Processing
All approved refunds will be issued within 7–10 business days after final approval. Refunds are returned to the original payment method. Depending on your bank or card issuer, additional time may be required for the credit to appear on your statement.
8. Member Notifications
Members consent to receiving communications about plan updates or alternative options via email and are expected to respond in a timely manner to prevent any interruptions to their program. Members are responsible for maintaining accurate and current contact information in their account.
9. Policy Updates
Provn may update this policy from time to time. The version posted on this page at the time of your purchase governs that purchase. Material changes will be reflected in the “Last Updated” date above.
Contact Us
For questions regarding these policies, please reach out to us at:
Recidol LLC 1718 Capitol Ave Cheyenne, WY 82001
[email protected]
