Refund and cancellation policy
Last updated: October 28, 2026
This page explains when you are charged, when you can get a refund, and how to cancel or pause your plan.
The short version
You are not charged until a physician prescribes your treatment. If you are not approved, you are not charged.
Once your prescription is sent to the pharmacy, your order is final and cannot be refunded.
You can pause or cancel your plan at any time. To stop your next renewal, cancel or pause at least 7 days before your renewal date.
If your package arrives damaged or does not arrive, contact us within 48 hours and we will help.
Why orders become final
Compounded medications are prepared by a licensed pharmacy for one specific patient at a specific dose. Once your prescription is sent to the pharmacy, your medication cannot be returned, resold or given to anyone else, even if it has not shipped yet. This is why we cannot offer refunds after that point.
If you are not approved
A licensed physician reviews every assessment. At checkout, we place a temporary authorization hold on your card. You are only charged after your physician prescribes your treatment and your order is sent to the pharmacy. If your physician decides treatment is not right for you, the hold is released and you are not charged. Depending on your bank, the hold may take a few business days to disappear from your statement.
Pausing your plan
You can pause your plan as long as your next order has not been sent to the pharmacy. You will not be charged while your plan is paused, and you can restart whenever you are ready.
Cancelling your plan
You can cancel at any time through your patient portal or by emailing support@trymoy.com. Cancelling stops future charges. It does not refund charges or orders that are already in progress.
We start preparing each renewal several days before your delivery date, so there is time for physician review, pharmacy preparation and shipping. To stop your next renewal, cancel or pause at least 7 days before your renewal date.
If you cancel after your renewal has started but before your prescription is sent to the pharmacy, that order is still fully refundable.
Renewals are charged to your card on file when they are due.
When we issue refunds
You cancel before your prescription is sent to the pharmacy
Your medication arrives damaged and you send us a photo within 48 hours
The pharmacy confirms your medication was compromised
You were charged twice for the same order
You were charged the wrong amount because of an error on our side
When we cannot issue refunds
Your prescription has already been sent to the pharmacy
You change your mind after your order has been sent to the pharmacy
A delivery fails because of an incorrect address you provided
The carrier confirms delivery to your address
You are unhappy with how a medication makes you feel. Please contact your physician, who can review your treatment.
Damaged or missing packages
Damaged on arrival: take photos before opening anything further and contact us within 48 hours of delivery. Once we confirm the damage, you can choose a free replacement or a refund. Keep the packaging until your case is closed.
Marked as delivered but not received: contact us within 48 hours so we can open a trace with the carrier. If the carrier confirms delivery to your address, we will help you file a claim with them.
Medication that needs refrigeration arrives warm: do not use it. Contact us so we can review the shipment with the pharmacy.
How to request a refund
Message us through your patient portal or email support@trymoy.com.
Include your full name, the email on your account, your order number, the date you were charged, what happened, and photos if something arrived damaged.
We review requests within 2 to 4 business days.
Approved refunds go back to your original payment method. Most banks post the credit within 5 to 10 business days.
If you open a dispute with your bank, our own review pauses until the bank’s process is complete. Contacting us first is usually faster.
Your rights
If state or federal law gives you stronger consumer protections than this policy, those laws apply. This policy is part of our Terms of service.
Questions
Arilon Corp (d/b/a MOY Health)
30 N Gould St Ste R, Sheridan, WY 82801