How to cancel:
- Alpha Membership and Alpha Membership Plus: You may request to cancel your membership at any time. To cancel your membership, log into your Alpha account and select “Your Membership” in the left hand menu. Then, select “Cancel Membership,” where you’ll be asked to confirm and submit your request to cancel.
After you’ve submitted your request to cancel, a member from your Care Team will send you a secure message on our platform. If you acknowledge and confirm your cancellation in this message, your Care Team will continue to process your cancellation. An email confirming your cancellation will be sent to you. You’ll still have access to your membership benefits through the end of your current billing period.
Please note that canceling membership will not cancel any upcoming or automatic refills for prescription medications. To cancel prescription orders, please contact your Care Team directly through our secure messaging system, and see the “Prescription Medication orders” section below for additional details.
- Pay per visit: Visit fees are a non-refundable, one-time fee that covers the cost of the provider evaluating your health information and conducting a consultation, just like a doctor’s office. Once your consultation is under review (“approved”), we cannot issue a refund. You may cancel a visit if you submit the request to cancel before your provider has approved your visit by sending a secure message in the support thread. Visit fees provide you with a personalized, evidence-based treatment plan from a licensed healthcare provider. They do not guarantee a prescription, as this depends on each patient’s individual needs and the provider’s evaluation. See our prescription policy and philosophy for more information.
Please note that canceling a visit will not cancel any upcoming or automatic refills
for prescription medications. To cancel prescription orders, please contact your Care
Team directly through our secure messaging system, and see the “Prescription
Medication orders” section below for additional details.
- Prescription Medication orders: If you’re having medication shipped to you through one of our third-party mail order pharmacy partners and would like to cancel any upcoming refills, please send a secure message to your provider through our platform, in the thread that corresponds with your condition. As a patient, you have a right to any refills your provider prescribes you prior to expiration, so canceling medication is a separate process from canceling your Alpha Membership. This is to ensure patients are able to continue their course of treatment as prescribed by their provider. If you do not expressly request to have your prescription refills canceled, they will continue through the last remaining refill. For those patients receiving mental health treatment or who are taking medications which require a taper, we urge you to consult with your provider before making any changes to ongoing prescriptions or canceling your mental health service.
If a prescription medication is over $225 with our third-party mail order pharmacy partner, we’ll send you a notification to approve or decline the order within 72 hours before it processes. After 72 hours, the order will automatically begin to process. Once a medication order has been processed by our third-party mail order pharmacy
partner, we cannot cancel or refund a shipment.
Refund Policy:
Alpha Membership and Alpha Membership Plus:
Membership fees for each 30-day billing cycle are non-refundable once billed. If you request cancellation after billing for the current period, you will retain access to your membership through the end of your current 30-day membership period and cancellation will be reflected for the next 30-day billing cycle. All Alpha members receive an automated email five days before the next renewal date as advance notice of upcoming charges.
Membership fees provide you with a personalized, evidence-based treatment plan from a licensed healthcare provider. They do not guarantee a prescription, as this depends on each patient’s individual needs and the provider’s evaluation. See our prescription policy and philosophy for more information.
Pay per visit:
You may cancel a visit and request a refund if you submit the request to cancel before your provider has approved your visit by sending a secure message in the support thread. Once your consultation is under review (“approved” in your patient portal), we cannot issue a refund.
Prescriptions through a third-party mail order pharmacy partner:
If a prescription medication is over $225 with our third-party mail order pharmacy partner, we’ll send you a notification to approve or decline the order within 72 hours before it processes. After 72 hours, the order will automatically begin to process. Once a medication order has been processed by our third-party mail order pharmacy partner, we cannot cancel or refund a shipment.
Prescriptions through your preferred pharmacy: Please contact your pharmacy directly to cancel upcoming refills, make changes, or request refunds.