Effective date: July 10, 2026
This policy explains how you can cancel a Prysm Health medication subscription and how you
can cancel or reschedule a telehealth consultation. It applies to all patients using Prysm Health’s
online clinic and pharmacy fulfillment services.
Quick Reference
| Subscription / Membership | Appointment / Consult | |
| Notice required | At least 3 business days before your next scheduled ship/billing date | At least 24 hours before your scheduled appointment time |
| Fee | None to cancel; already- processed orders are non- refundable | None if cancelled on time; late cancellations/no-shows forfeit the consult fee |
| How | Patient portal (Account > Subscription > Cancel) or [email protected] | Patient portal (My Appointments > Reschedule/Cancel) or [email protected] |
| Effective | End of current billing cycle; access continues until then | Immediately upon confirmation |
1. Subscription & Order Cancellations
You may cancel your Prysm Health subscription at any time through your patient portal or by emailing [email protected].
- Cancellations take effect at the end of your current billing cycle — you’ll retain access to your current supply and any remaining benefits through that date.
- To avoid being charged and shipped for the next cycle, cancel at least 3 business days before your next scheduled ship/billing date.
- Orders that have already been processed, filled by the pharmacy, or shipped are final and non-refundable, in line with standard pharmacy practice.
- There is no cancellation fee for stopping a subscription.
- You can restart a cancelled subscription at any time, subject to a new clinician review if your last consult is no longer valid under state telehealth rules.
Controlled substances: If your treatment plan includes a DEA-scheduled medication, additional restrictions apply.
Once a prescription for a controlled substance has been transmitted to or filled by the pharmacy, it cannot be cancelled or refunded, and refills are subject to state-specific prescribing limits.
2. Appointment & Consultation Cancellations
You may cancel or reschedule a telehealth consultation free of charge up to 24 hours before your scheduled appointment time.
- Cancellations or reschedules inside the 24-hour window, and no-shows, forfeit the consult fee (or, for subscription-included consults, count as a used visit).
- If Prysm Health or your assigned clinician cancels or reschedules an appointment, you’ll be offered a full refund of any consult fee or a free reschedule — your choice.
- Repeated no-shows may affect your eligibility for future scheduling flexibility.
3. How to Cancel
- Patient portal: Account > Subscription > Cancel, or My Appointments > Reschedule/Cancel.
- Email: [email protected] from your account email, including your full name and date of birth for verification.
- Phone/chat: if available in your state, via the contact options listed in your portal.
Cancellation requests are typically confirmed within 1 business day. You’ll receive an email confirmation once processed — keep it for your records.
4. Refunds
- Unshipped, unfilled orders cancelled before processing: full refund to your original payment method within 5–7 business days.
- Shipped or pharmacy-filled orders: non-refundable, consistent with pharmacy regulations on dispensed medication.
- On-time appointment cancellations: full refund of any separately charged consult fee.
- Subscription fees are billed in advance; cancelling does not trigger a prorated refund for the current cycle, but you keep access through the cycle’s end.
5. Important Notes
State law and your specific treatment may impose additional cancellation, refund, or refill restrictions beyond this policy — particularly for controlled substances and in states with stricter telehealth or pharmacy regulations. Where state law is more protective of the patient, state law governs.
Prysm Health reserves the right to update this policy as regulations or business practices change. Material changes will be communicated by email and posted here with a new effective date.
6. Questions
Contact our patient support team at [email protected] with any questions about cancelling a subscription or appointment.