Cancellation and Refund Policy

Last updated: 2026-03-12

Subscription Services

Your membership in the Elsie subscription program ("Subscription Service"), including access to licensed providers, prescribed medications when clinically appropriate, and ongoing patient support, begins once you have successfully completed your intake form and payment has been processed for your first billing cycle.

Please note: if you are determined by a Elsie medical provider to be medically ineligible for treatment, you will receive a full refund for that billing cycle.

Cancellation Policy

• You may cancel your Subscription Service at any time by contacting our support team at [email protected] or through your online account (if applicable).
• To ensure your cancellation is processed before your next renewal, your request must be received at least 72 hours prior to your next billing date.
• If notice is received after that period, your account will renew for the next billing cycle, and cancellation will take effect on the following billing date.
• After cancellation, you will retain access to your Subscription Services through the end of your current billing period.

Refund Policy

You may be eligible for a refund for your current billing cycle only if your medication has not yet been ordered from the pharmacy at the time of your cancellation or refund request.

• New patients: This typically applies after you have submitted your intake form but before your prescription is approved or ordered.
• Returning patients: This applies before a refill or renewal order is sent to the pharmacy for fulfillment.

Once a prescription medication has been ordered for you, federal law prohibits returns or refunds to ensure patient safety and compliance with pharmaceutical regulations. As a result, no refunds will be issued once medication has been dispensed or shipped.

Refunds are limited to your most recent billing cycle and cannot be applied retroactively to previous months.

Damaged or Incorrect Medications

• Please inspect your order upon receipt.
• If your medication appears damaged or incorrect, contact our support team immediately at [email protected].

Our pharmacy partners may issue a replacement when appropriate. Refunds for damaged or incorrect medications will be considered on a case-by-case basis once sufficient evidence of error or damage is provided. Whenever possible, replacement medications will be provided in lieu of a refund.

Subscription Services – FAQs

What's included in my Subscription Service?

Each subscription includes access to licensed healthcare providers, ongoing medical supervision, electronic or live consultations as required, prescription services (if medically appropriate), pharmacy fulfillment, and ongoing patient support. The specific services and inclusions may vary depending on your chosen plan and medical needs.

What if my provider determines I'm no longer eligible for treatment?

If your Elsie provider determines that continued treatment is not clinically appropriate, your subscription will be canceled, and a refund may be issued as applicable. If you have questions regarding provider-initiated cancellations, please reach out to [email protected].

Important Notes

Unless otherwise stated, Elsie's Terms & Conditions govern all aspects of this Cancellation and Refund Policy.

In all cases, patients remain responsible for fees associated with medical consultations, pharmacy dispensing, and services rendered prior to cancellation. This policy applies only to subscription service fees.

Contact Us

If you have questions about cancellations or refunds, please contact:

Castlewood Telehealth Services LLC
30 N Gould St, STE R
Sheridan, Wyoming, 82801, USA
Phone: +46 761 40 94 72
Email: [email protected]