Refund Policy

OneTwenty is committed to delivering a high-quality experience. Because our services involve personalized lab testing, clinical coordination, and prescription fulfillment, most charges become non-refundable once services have been initiated.

Early Cancellation (7-Day Window)

You may cancel your membership for a refund within 7 calendar days of purchase, provided that no services have been initiated. A non-refundable processing and administrative fee of $50 applies to all early cancellations and will be deducted from your refund.

"Services initiated" means any of the following has occurred: a lab kit has shipped, a blood draw has been scheduled or completed, a telehealth consultation has been booked or completed, a prescription has been issued, or you have completed platform onboarding.

Once any service has been initiated, or after the 7-day window closes, the terms below apply.

Annual Membership

After the early cancellation window, annual memberships are non-refundable. By purchasing a membership, you are committing to a full year of access to the OneTwenty platform.

Exception: If OneTwenty is unable to provide core services, specifically if no Quest Diagnostics patient service center is within a reasonable distance of your location and we cannot arrange a phlebotomist to come to you, you may be eligible for a prorated refund at OneTwenty's discretion.

Medication Add-Ons (Monthly & Quarterly)

Medication add-ons are non-refundable once a prescription has been issued. If your medication does not arrive or arrives damaged, OneTwenty will coordinate a reship at no additional cost. Reshipping is the sole remedy. Refunds are not issued for fulfillment issues. Medications are fulfilled by independent licensed pharmacies and third-party telehealth providers.

Lab Testing

Lab testing is included in your annual membership and is non-refundable once a kit has shipped or a blood draw has been completed. If your sample is rejected by the lab for reasons outside your control, OneTwenty will arrange a repeat collection at no cost.

Telehealth Consultations

Completed consultations are non-refundable. If you were billed for a consultation that did not take place, contact support and we will coordinate with the provider.

Pre-Payments & Founding Member Credits

Pre-payments are non-refundable, except where OneTwenty is unable to activate your membership due to service unavailability (see Annual Membership above).

Contact

Email [email protected]. We respond within 2 business days.