Refund Policy

KyneRx, Refund Policy

Effective Date: May 5, 2025

Overview

KyneRx is committed to fair and transparent refund practices. This policy outlines the conditions under which refunds are issued for treatment plans, consultations, lab testing, prescriptions, and health coaching services. By using KyneRx services, you agree to the terms outlined in this policy.

General Refund Philosophy

Because KyneRx provides physician-led telehealth services and compounded prescription medications, refunds are evaluated on a case by case basis. Compounded medications are prepared specifically for each individual patient and cannot be restocked, resold, or returned to inventory once dispensed.

Consultation Fees

Completed Consultations Consultation fees are non-refundable once a licensed physician has reviewed your information and conducted your telehealth appointment. Physician time and clinical review are rendered services that cannot be reversed.

Cancelled Consultations Consultations cancelled with more than 24 hours notice are eligible for a full refund. Consultations cancelled with less than 24 hours notice or no-shows are not eligible for a refund. Please refer to our Cancellation Policy for full details.

Prescription Medications

All prescription medications dispensed through KyneRx partner compounding pharmacies are prepared specifically for each individual patient. Due to the nature of compounded medications:

Dispensed prescriptions are non-refundable
Medications cannot be returned once shipped
Refunds will not be issued for medications that have been delivered and received
If a medication arrives damaged, incorrect, or compromised during shipping, contact us immediately for a replacement at no additional cost

Damaged or Incorrect Orders If your prescription arrives damaged, leaking, or does not match what was prescribed, contact KyneRx within 48 hours of delivery at support@kynerx.com or (910) 807-3821. We will work with the dispensing pharmacy to resolve the issue promptly.

At-Home Lab Kits

Unshipped Kits Lab kits that have not yet been shipped are eligible for a full refund. Contact us immediately after placing your order if you wish to cancel.

Shipped but Unused Kits Lab kits that have been shipped but not yet activated or used may be eligible for a partial refund minus shipping and handling costs. Contact us within 7 days of receiving the kit.

Activated or Used Kits Lab kits that have been activated, used, or returned to the processing laboratory are non-refundable. Laboratory processing costs are incurred at the time of activation and cannot be reversed.

Health Coaching Services

Monthly Coaching Plans Monthly health coaching fees are non-refundable once the billing cycle has begun. If you wish to cancel future billing, refer to our Cancellation Policy.

Unused Sessions If a scheduled coaching check-in was missed due to a provider error or platform issue on KyneRx’s part, a replacement session will be scheduled at no additional cost.

Membership and Treatment Plan Fees

Current Billing Cycle Fees already charged for the current billing cycle are non-refundable.

Future Billing Cycles Cancellations submitted at least 48 hours before the next billing date will not be charged for future cycles. No refund is issued for the current active period.

Exceptions and Discretionary Refunds

KyneRx reviews refund requests on a case by case basis. Exceptions may be considered in the following circumstances:

Documented medical condition preventing treatment
Provider error resulting in incorrect prescription
Technical platform failure preventing access to services
Billing error resulting in duplicate or incorrect charge

To submit a refund request, contact us with a written explanation and any supporting documentation at support@kynerx.com.

How to Request a Refund

To submit a refund request:

Email support@kynerx.com with the subject line Refund Request
Include your full name, account email, order details, and reason for the request
Our team will review and respond within 3 to 5 business days
Approved refunds are processed within 7 to 10 business days to the original payment method

Changes to This Policy

KyneRx reserves the right to update this Refund Policy at any time. Changes will be effective immediately upon posting. Please review this policy periodically for updates.

Contact Us

For questions regarding this Refund Policy, please contact us at:

Business Name: KyneRx

Email: support@kynerx.com

Phone: (910) 807-3821

Website: kynerx.com

Hours: Monday to Friday, 9:00 AM to 6:00 PM EST