StemVera Health Telehealth Appointment Cancellation & Refund Policy
Policy
This page explains our cancellation and refund rules for telehealth consultations and medication orders.
Effective Date
01-01-2025
Last Updated
01-01-2029
Quick links
Appointment Cancellations
Refunds
No-Shows
Medication Orders
Shipping Issues
Contact
Appointment cancellations and rescheduling
We understand plans change. If you need to cancel or reschedule your telehealth consultation, please notify us at least 24 hours in advance so we can adjust provider schedules and open the slot for other patients.
How to cancel/reschedule
Use your appointment link/portal (if available), or
Contact support (see “Contact us” below)
Refund eligibility (telehealth consultations)
Cancellations made more than 24 hours before your appointment
Cancellations made more than 24 hours before the scheduled appointment may be eligible for a refund.
Cancellations made less than 24 hours before your appointment
Cancellations made less than 24 hours before the appointment may not qualify for a refund.
Refund timing
If approved, refunds are processed back to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund.
No-shows and late arrivals
No-shows
If you miss your scheduled appointment without notifying us, the consultation fee is non-refundable. You may book another appointment, but a new fee will apply.
Late arrivals
If you join late, the provider may still be able to see you, but the visit may be shortened or rescheduled to another time depending on availability. If the visit cannot be completed due to lateness, it may be treated as a no-show.
Medication orders (after provider approval)
After your medication ships
Once a prescription has been approved and your medication has shipped, we cannot issue refunds. This policy is in place to maintain safety standards and comply with pharmacy regulations.
Before your medication ships
If you need to change or cancel an order before it ships, contact support immediately. We will review your request and confirm what options are available based on fulfillment status.
Order errors
If you believe there was an error in your order (wrong item, missing item, damaged shipment), contact support immediately so we can review and resolve it.
Lost, delayed, or damaged packages
If your package is lost, delayed, or arrives damaged, contact support with your order number. We will work with the pharmacy and carrier to resolve the issue and determine the appropriate next step (replacement, reshipment, or other resolution).
What to include in your message
Full name + email used at checkout
Order number
Shipping address confirmation
Photos (if damaged)
Contact Us for Cancellations, Rescheduling, Refunds & Orders
If you have questions about cancellations, rescheduling, refunds, or order issues, contact:
Call Us
888-902-4781
Mail Us
info@stemvera.com
Frequently Asked Questions
How far in advance do I need to cancel to be eligible for a refund?
Please notify us at least 24 hours before your scheduled consultation. Cancellations made more than 24 hours in advance may be eligible for a refund.
How long do refunds take?
If approved, refunds are processed within 5–10 business days back to the original payment method.
What happens if I miss my appointment?
No-shows are non-refundable. You can book a new appointment, and a new fee will apply.
Can I get a refund after my medication ships?
No. Once medication has shipped, we cannot issue refunds due to safety and pharmacy handling regulations.
What if my package is lost or damaged?
Contact support with your order number. We will work with the pharmacy and carrier to resolve the issue.