Refund Policy

The $39 consultation fee covers your virtual consultation with a licensed healthcare provider, review of your health information, and clinical evaluation to determine whether prescription treatment is medically appropriate.

The consultation fee is refundable only if the consultation has not yet taken place, subject to the 24-hour cancellation window described in Section 6.

Once the consultation has been completed, the $39 consultation fee is non-refundable, regardless of whether medication is prescribed. This reflects the professional medical service and provider time already provided.

If you purchase a Kickstart, Momentum, Transform, or Beyond treatment plan and your provider determines that prescription treatment is not medically appropriate for you, Ongo will retain the $39 consultation fee and refund the remaining amount paid for the treatment plan, less the cost of any medication, consultation, or service already provided or fulfilled.

Eligibility for treatment and prescribing decisions are determined independently by the licensed healthcare provider based on your medical history, clinical needs, and applicable requirements.

Kickstart, Momentum, Transform, and Beyond plans are purchased for a fixed term of 1, 3, 6, or 12 months. The applicable plan price covers the services and treatment included in the plan for that term, including consultations, medication when prescribed, and ongoing support as applicable to the selected plan.

These plans do not automatically renew into a new term unless otherwise expressly stated at the time of purchase. When your plan ends, you may choose to purchase a new plan if you wish to continue care.

You may request to cancel an active treatment plan at any time by contacting our care team.

If you cancel before your full plan term is complete:

• Any month or portion of the plan that has already been provided, billed, or fulfilled is generally non-refundable.
• The remaining, unfulfilled portion of the plan — calculated as the total plan price, minus the value of any consultations, medication, or services already provided or fulfilled — may be refunded on a prorated basis.
• Any applicable consultation or medication charges for services or treatment already provided will be deducted from the refundable amount.
• Medication orders may be cancelled or modified only before the prescription has been transmitted to the pharmacy for fulfillment.

Refund eligibility may also depend on applicable law and the status of the services or prescription at the time the cancellation request is received.

• Prescription medications are provided only when a licensed healthcare provider determines that treatment is medically appropriate.
• Prescriptions are fulfilled by independent, state-licensed pharmacies responsible for dispensing and shipping medications in accordance with applicable laws. Ongo does not accept returns of prescription medication.
• Once a prescription has been dispensed, prepared, or shipped by the pharmacy, medication charges are non-refundable, except where otherwise required by law.
• Medication-related cancellation, modification, or refund requests should be submitted to Ongo rather than directly to the pharmacy.

• Patients may cancel or reschedule a consultation by notifying Ongo at least 24 hours before the scheduled appointment time.
• When timely notice is provided, Ongo will make reasonable efforts to reschedule the appointment or issue an eligible refund.
• Cancellations made less than 24 hours before the scheduled consultation may not qualify for a refund, except in cases involving technical issues or extraordinary circumstances, which may be reviewed on a case-by-case basis.

If a technical issue, such as a platform malfunction or connectivity failure, prevents your consultation from taking place, or if you believe you were charged incorrectly, please contact our care team promptly.

We will review the situation and, where appropriate, provide a refund, arrange an alternative consultation, or offer another appropriate resolution at no additional cost.

To request a cancellation, refund, or review of a billing issue, contact our care team:

• Email: info@ongoweightloss.com
• Phone: 1-888-655-5267
• Patient Portal: You may also contact us through your patient portal.

Please provide enough information for our team to identify your account and the transaction or service involved.

Approved refunds are typically processed within 3–5 business days. Your financial institution may require additional time for the refund to appear on your statement.

Approved refunds are issued to your original payment method. If your original payment method is no longer valid, contact our care team to arrange an alternative refund method.

Ongo is the merchant of record for charges processed through its platform and is responsible for handling refunds, billing inquiries, and chargeback resolution.

If you have a concern about a charge, we encourage you to contact our care team first so we can review the issue and work toward a resolution. You always retain the right to initiate a chargeback or payment dispute with your financial institution at any time.

Ongo Weight Loss may update this Refund & Cancellation Policy from time to time. The version in effect at the time of your purchase will generally govern that transaction, subject to applicable law.

If you have questions about this policy or special circumstances that may affect your refund eligibility, please contact our care team. We will review your inquiry carefully and work to provide a fair and timely resolution.