Refunds and cancellation
The short version: cancel any time before your next billing date and you are not charged again. Prescription medication that has already shipped cannot be returned. Everything else is below.
Last updated 14 August 2026
Cancelling a plan
Telehealth plans bill monthly and renew until you cancel. You can cancel at any time from your account, or by writing to support@tryxilo.com from the address on the account. Cancellation stops all future charges. It does not refund the period you are already in, and you keep access to that period's care and any medication already dispensed.
There is no cancellation fee, no minimum term, and no requirement to speak to anyone to cancel.
When you get a refund
Refund position by situation
All amounts in USD| Situation | Outcome | Timing |
|---|---|---|
| Your provider declines to prescribe | You are not charged for medication. Consultation and laboratory work are provided and are not refunded, because they were delivered. | At review |
| You cancel before your next billing date | No further charge. The current period is not refunded. | Immediate |
| You were charged after cancelling | Full refund of the incorrect charge. | 5 to 10 business days |
| Duplicate or clearly erroneous charge | Full refund. | 5 to 10 business days |
| Order never arrived | Replaced, or refunded in full if you prefer. | After carrier trace |
| Research lot outside published specification | Full refund including shipping, on return of the balance with your analytical result. | 5 to 10 business days |
| Prescription medication already shipped | Cannot be returned or refunded. This is a safety and legal restriction, not a policy preference. | Not applicable |
| Research material, opened or unsealed | Cannot be returned, because chain of custody and storage conditions can no longer be verified. | Not applicable |
Why dispensed medication cannot come back
Once a prescription medication leaves the pharmacy it is outside a controlled chain of custody, and it cannot be verified, restocked, or dispensed to anyone else. Federal and state rules prohibit its return. Every telehealth provider operates this way. If a medication is wrong, damaged, or was dispensed in error, that is a different situation: write to us and we will correct it.
How a refund reaches you
Refunds go back to the original payment method. Once we issue one it is out of our hands and your bank or card issuer sets the final timing, typically five to ten business days. We will tell you the date we issued it so you have something to give them if it is slow.
Before you dispute a charge
Write to us first at support@tryxilo.com. Almost every dispute we see is a charge someone did not recognise, and we can usually resolve it the same day. Raising it with us is faster than a chargeback, and it does not affect your right to raise one afterwards.
Statement descriptor
Charges appear on your statement under a descriptor containing "XILO". If you see a charge you do not recognise, that is the one.