Returns & Refunds
Effective Date: July 2, 2026
This policy explains when Uplevel Bio issues refunds, when we cannot, and how to request a cancellation or refund. It applies to every purchase made through uplevel.bio. For a full statement of your rights, read this together with our Terms of Service.
Summary
- Cancel anytime. No contracts, no cancellation fees, no minimum commitments.
- Not approved for treatment? Full refund, automatically.
- Provider modifies your prescription? Difference is refunded (or authorized for approval).
- Order not shipped yet? Cancel and get a full refund.
- Order already shipped? No refund on the compounded medication itself — the exception is a shipment that arrives damaged, incorrect, or with a verification failure.
The details below explain each of these in plain English.
Provider declines
Every order is subject to review by an independent licensed clinician. If the clinician decides — for any clinical reason — that a protocol is not appropriate for you, no prescription is issued and no medication ships.
What we refund: the full amount charged. Timing: the refund posts to the card you paid with in 5–7 business days from the decline decision. In most cases the charge is voided before it captures, in which case you may see the pending charge fall off your statement rather than a separate refund line. What we do not refund: any diagnostics or lab panel that has already been performed. Labs, once run, are yours to keep and cannot be un-run.Provider modifies your prescription
Your clinician may decide that a different configuration than you applied for is the right one for you — a different dose, a different volume, a slightly different formulation.
If the modification results in a lower total, the difference is refunded to your card automatically within 5–7 business days. If the modification results in a higher total, we send a one-click email asking you to confirm the additional charge. You have 7 days to confirm. If you do not confirm within 7 days, the order is fulfilled at the original total (the lower amount).Cancellations before shipment
You can cancel any order that has not yet shipped. The window is typically short — most orders ship within 24–48 hours of prescription approval — so contact us as fast as you can if you change your mind.
How: email support@uplevel.bio with your order number. If your order has not left the pharmacy, we will cancel and refund the full amount. Timing: refund posts to your card within 5–7 business days of cancellation.After shipment
Once a compounded medication has been prepared for you individually and shipped, we cannot restock or resell it. This is not a policy choice — it's the nature of individualized compounding. Federal and state law prohibit a 503A pharmacy from putting a returned patient-specific compound back into inventory or shipping it to another patient. Because of this:
- We do not accept returns of shipped compounded medications
- We do not refund shipped orders
The only exceptions are the categories below.
Damaged, incorrect, or verification-failed shipments
If a shipment arrives physically damaged (broken vial, leaking seal, packaging punctured), incorrect (wrong protocol, wrong strength, wrong patient name), or with a Certificate of Analysis (COA) that fails on identity, potency, sterility, or endotoxin testing — contact support@uplevel.bio within 7 days of delivery. Do not use the shipment. Attach photos of the packaging and the vial where possible.
We will work with you and the pharmacy in good faith to resolve — including replacement at no charge, refund, or credit, depending on what makes the most sense for your situation.
Membership refunds
Membership is billed monthly with no minimum commitment. You can cancel any time from your account settings; cancellation stops future billing but does not refund the current month. If you have a member-only lab panel included in the current month and haven't used it, we will honor it through the end of the paid month.
Extended lab panel refund on new sign-up: if you cancel membership within 14 days of your first payment and have not used the Extended lab panel included in that payment, we will refund the difference ($349 first payment minus the $199 monthly rate = $150 refund).Diagnostics and lab panels
Diagnostics and lab panels are refundable only if the requisition has not been sent to the lab. Once the requisition is sent, the panel is committed to the lab regardless of whether you complete the draw. If you have not been drawn and want to cancel, email support@uplevel.bio; we will do our best to catch the requisition before it's processed.
Chargebacks
If you have a concern about a charge, please email us before initiating a chargeback with your card issuer. Chargebacks freeze the transaction, add reversal fees, and put a hold on your account — all of which take longer to unwind than a direct refund conversation with our team. We resolve nearly every legitimate complaint faster and cleaner outside the chargeback process.
Contact
To request a cancellation, refund, or replacement:
Email: support@uplevel.bioPlease include your order number and — for damage or quality claims — photos of the packaging and vial.
Mail: Uplevel Bio, 9 Maple Street, Scituate, MA 02066