Refund Policy

Because our services involve professional medical time and regulated prescription medications, the following policies apply regarding cancellations, refunds, and billing.

Fees charged by Ongo Weight Loss for telehealth consultations and weight management services reflect the time, preparation, and professional expertise of licensed healthcare providers, as well as access to our secure telehealth platform.

• If a consultation has not yet taken place, patients may request a cancellation or refund in accordance with the cancellation policy below.
• Once a consultation has been completed, consultation fees are non-refundable, as the medical service has already been rendered and provider time has been reserved exclusively for the patient.

We understand that schedules may change.

• Patients may cancel or reschedule their consultation by notifying Ongo Weight Loss at least 24 hours prior to the scheduled appointment time.
• When timely notice is provided, we will make reasonable efforts to reschedule the appointment or issue an eligible refund.
• Cancellations made less than 24 hours before the scheduled consultation time may not be eligible for a refund, except in cases of technical issues or extraordinary circumstances, which are reviewed on a case-by-case basis.

Ongo Weight Loss facilitates access to prescription medications only when a licensed healthcare provider determines that medication is medically appropriate as part of a patient's treatment plan.

• Fees charged for prescription medications are separate from consultation fees and may be billed by Ongo Weight Loss on behalf of the patient.
• Ongo Weight Loss does not enroll patients in automatic subscription programs unless explicitly stated at the time of purchase.
• Prescriptions are fulfilled by independent, state-licensed pharmacies, which are responsible solely for dispensing and shipping medications in compliance with applicable federal and state laws.
• Pharmacy partners do not process payments, issue refunds, or provide billing support directly to patients.

Because prescription medications are regulated healthcare products, refund eligibility is limited.

• Medication orders may be canceled or modified only before the prescription has been transmitted to the pharmacy for fulfillment.
• Once a prescription has been dispensed, prepared, or shipped by the pharmacy, medication charges are non-refundable, except where required by law.
• Requests for medication-related cancellations, modifications, or refund inquiries must be submitted directly to Ongo Weight Loss, not the pharmacy.

If a technical issue—such as a platform malfunction or connectivity failure—prevents a consultation from taking place, or if you believe you were charged in error, please contact our support team promptly at info@ongoweightloss.com.

We will review each situation carefully and, where appropriate, issue a refund or arrange an alternative consultation or resolution at no additional cost. Approved refunds are typically processed within 3–5 business days. Please note that your financial institution may require additional time to reflect the credit on your statement.

Ongo Weight Loss is the merchant of record for all charges processed through our platform and is responsible for handling refunds, billing inquiries, and chargeback resolution.

Patients are encouraged to contact our support team directly to resolve any concerns prior to initiating a chargeback with their financial institution.

Ongo Weight Loss is dedicated to delivering compassionate, evidence-based care through a secure and compliant telehealth platform. We strive to ensure that every patient feels informed, supported, and respected throughout their experience.

If you have questions, concerns, or special circumstances, please contact us at info@ongoweightloss.com. Our team will review your inquiry with care and work to provide a fair and timely resolution.