Billing & Refunds
How and when you are charged, and what we refund.
The short version. You are not charged until a licensed provider has reviewed your intake and determined that treatment is appropriate for you. Medication is sold as one-time orders — no membership fee, nothing that renews on its own. Concierge Care is a separate, optional membership with its own billing, described below. Prescription medication cannot be returned once it has shipped, but we refund in the situations described below.
When you are charged
Submitting an intake does not charge you. Your card is charged only after a Florida-licensed provider has reviewed your information, determined that treatment is clinically appropriate, and confirmed your protocol and price with you. If the provider determines that treatment is not appropriate for you, you are not charged.
Each medication order is a separate, one-time charge for a defined quantity. Ordering medication does not enroll you in a recurring plan, and no medication order renews on its own. When you are ready for a refill, you tell us, and we charge you at that time.
Multi-month options are prepaid in a single charge for the full quantity ordered. They are a larger one-time purchase, not a subscription.
What your price includes
Quoted prices include the medication, injection supplies, shipping, and provider communication for the duration of that order. Prices shown on this site are starting prices. Your final price depends on the medication and dose your provider determines is appropriate, and is confirmed with you before any charge is made.
We do not bill insurance, and we are not able to provide insurance-claim superbills for compounded medications — compounded products do not carry the drug codes a claim form requires. Paying with an HSA or FSA is a different process: for that we provide an itemized receipt and, where your diagnosis supports one, a letter of medical necessity. See Use Your HSA or FSA.
Prescription medication cannot be returned
Once a prescription medication has been dispensed and shipped, it cannot be returned, resold, or reused. This is a requirement of federal and Florida pharmacy law, not a DonoMed policy, and it applies even if the medication is unopened. Please do not mail medication back to us.
What we do refund
- You were charged but not prescribed. Full refund.
- Your order has not shipped yet. Full refund if you tell us before the pharmacy dispenses it. Once it is dispensed, it cannot be refunded.
- Your medication arrived damaged, leaking, or above its safe temperature range. Do not use it. We arrange a replacement at no cost to you. See our Shipping & Delivery policy.
- The wrong item or wrong strength was sent. We correct it at no cost to you.
- You were charged in error, or charged twice. Full refund.
We do not issue refunds for medication that has already been delivered in good condition, including if you decide to stop treatment, experience side effects, or do not achieve the result you hoped for. If you are having side effects, stop and contact us — see Report a Side Effect.
Concierge Care membership
Concierge Care is the one thing we offer that is a membership rather than a one-time purchase. It is optional, and you do not need it to be treated by us. If you never enroll, nothing on this page about recurring billing applies to you.
Enrolling carries a one-time $100 enrollment fee. Membership then runs for twelve months and is billed either annually or monthly, depending on the plan you choose:
- Core — $600 per year, or $55 per month
- Plus — $1,500 per year, or $138 per month
- VIP — $3,600 per year, or $330 per month
A spouse or partner joins the same plan at 25% off. You can cancel at any time with 30 days' notice. Membership fees cover the care and access described on the Concierge Care page — they are separate from the cost of any medication, which is still charged per order as described above.
Stopping treatment
You can stop treatment at any time. Because no medication order auto-renews, stopping simply means not placing another one — there is no cancellation fee, no notice period, and nothing to cancel. Tell us so your provider can advise you on tapering if that applies to your medication. Cancelling a Concierge Care membership is separate and takes 30 days' notice.
How to request a refund
Email Support@DonoMed.com or call or text (813) 733-8356 with your name and the date of the charge. We respond within one business day and, where a refund is owed, issue it to the original payment method within 5–10 business days.
Before you dispute a charge
Please contact us first. Most billing questions are resolved the same day. A card dispute takes weeks and can interrupt your care while it is open.
Price changes
We may change prices at any time. A price change never applies retroactively to an order you have already paid for, and your price is always confirmed with you before you are charged.