If you are unsatisfied with the services provided, you change your mind about obtaining care through Hey Jane, you do not satisfy ID verification requirements, or you are referred to in-person or other providers based on clinical requirements, you can request a refund by messaging us in our secure messaging app, Spruce. Once refunds are issued, funds can take 5-10 business days to clear. Please note, we cannot provide refunds after prescriptions are sent to the pharmacy. Please see the details of our refund policy below:
Refund requests due to incomplete ID verification: We will try to work with you to obtain an alternative form of ID if you cannot provide a government-issued ID. If you are unable to complete ID verification, you will be eligible for a refund. The refundable amount is typically what you paid minus a $50 fee for staff time and labor. However, we may, in our sole discretion, waive the $50 fee if your incomplete ID verification is not related to suspected fraud.
Refund requests due to non-deliverable address or return from courier pick-up location: If your medication is returned to the mail-order pharmacy that shipped it, it must be disposed of and cannot be refunded. Because medications are non-refundable after being shipped, please ensure that delivery can be made to the shipping address you provide, or that you timely pick up your delivery from the designated courier pick-up location. Unfortunately, no exceptions can be made because medication fees collected by Hey Jane are collected on behalf of the mail-order pharmacy as pass-through fees, and pharmacy refunds cannot be provided for medications returned for disposal.
Refund requests prior to prescriptions being prescribed and sent to the pharmacy: If you change your mind during your text-based consultation period but before prescriptions are sent to the pharmacy, or if you cancel a scheduled appointment with less than 24 hours notice, you have the option to request a partial refund. The refundable amount is what you paid minus a $50 fee for staff time and labor.
Refund requests after prescriptions are sent to the pharmacy: We do not offer refunds once your medications have been prescribed. We also can’t accept medication returns. Unfortunately, we cannot provide refunds for unsuccessful terminations but will work closely with you to coordinate care with in person clinics as needed.
Refund due to being ineligible for treatment: If you are referred out to in-person or other providers based on clinical requirements, we will provide a full refund. Please note, referrals for sonos or labs are not referrals out to in-person or other providers.
Refund requests prior to text-based clinical consultation: We can provide a 50% refund if requested before your clinician begins reviewing your consultation form. No refunds are available after your prescription has not been sent to the pharmacy.
Refund requests for canceled appointments: For patients canceling scheduled appointments (which are required if using insurance), we can only offer full refunds before your appointment with a Hey Jane provider. Appointments that are canceled within 24 hours of the appointment will be charged a $30 cancelation/no-show fee.
Refund requests prior to text-based clinical consultation: We can provide a 50% refund if requested before your clinician begins reviewing your consultation form. No refunds are available after your prescription has not been sent to the pharmacy.
Refund requests for canceled appointments: For patients canceling scheduled appointments (which are required if using insurance), we can only offer full refunds before your appointment with a Hey Jane provider. Appointments that are canceled within 24 hours of the appointment will be charged a $30 cancelation/no-show fee.
Refund due to being ineligible for treatment: If you are referred out to in-person or other providers based on clinical requirements, we will provide a full refund. Please note, referrals for labs are not considered referrals out to in-person or other providers.
