Refund & Cancellation Policy

Effective September 30, 2026

This policy explains PlexusDx cancellation, pause, refund, replacement, and prepaid-plan rules.

Before approval

You may withdraw before treatment is approved and owe $0. PlexusDx may verify your payment method during enrollment, but the treatment charge is not captured unless treatment is approved.

After approval and before pharmacy processing

If treatment has been approved but the prescription has not yet been sent to the dispensing pharmacy, you may request cancellation and a full refund.

After pharmacy processing begins

Once the prescription has been sent to the dispensing pharmacy, it generally cannot be canceled or refunded merely because you changed your mind, canceled, or paused the plan.

Future renewals and pauses

You may cancel future automatic renewal through the self-service portal before the next renewal charge is processed. Email or support requests should be submitted at least three business days before renewal to ensure processing. Cancellation stops future renewal and does not create a prorated refund of an existing prepaid term.

Pausing freezes future billing, fulfillment, remaining prepaid treatment time, and the renewal clock while preserving your existing plan price. There is no fixed maximum pause. Resumption may require clinical reassessment. Unused prepaid treatment remains available even if future renewal is canceled.

Medical discontinuation

If the independent medical provider determines that treatment should be discontinued for medical reasons, PlexusDx will refund unused, not-yet-dispensed prepaid months at the monthly-equivalent rate actually paid.

Treatment changes

For an approved switch to another treatment, unused prepaid value is applied as a dollar credit toward the new treatment. You pay any additional amount. Excess value remains as PlexusDx account credit. Promotional or referral credits are not redeemable for cash.

Fulfillment failure

If a prescription has not shipped, meaning UPS has not taken possession, within 10 business days after it was sent to the pharmacy, you may request cancellation and a full refund unless you affirmatively choose to continue waiting.

Delivery problems

Report visible damage, missing medication, delivery problems, or suspected temperature concerns as soon as possible and generally within 24 hours after the carrier-recorded delivery time. PlexusDx will coordinate with the dispensing pharmacy and carrier as appropriate. Replacement decisions may depend on tracking, photographs, pharmacy stability guidance, carrier findings, and other relevant facts.

Medication lost, damaged, discarded, improperly stored, or otherwise compromised after successful delivery because of patient action or inaction may not qualify for a free replacement. Replacement or extraordinary early fills caused by the patient may involve additional cost.

Service availability

If PlexusDx can no longer legally or operationally provide remaining prepaid treatment, PlexusDx may offer an appropriate alternative where available. If no appropriate alternative is available or accepted, unused, not-yet-dispensed prepaid treatment will be refunded at the monthly-equivalent rate actually paid.

Refund timing

Approved refunds are initiated by PlexusDx within 3–5 business days. Banks and card issuers may require additional time to post the credit.

Contact

PlexusDx, Inc.
6110 McFarland Station Drive, #604
Alpharetta, GA 30004
support@plexusdx.com