Payment & Refund Policy

OneTwenty is committed to delivering a high-quality experience. This policy explains how billing works, what you authorize when you purchase a membership, and the terms under which refunds and cancellations are handled. Because our services involve personalized lab testing, clinical coordination, and prescription fulfillment, most charges become non-refundable once services have been initiated.

By purchasing a OneTwenty membership, you agree to the terms below.

Membership and Billing

Your OneTwenty membership is an annual membership billed at the rate shown at checkout. Membership grants you access to the OneTwenty platform for a full year from the date of purchase.

Payment Authorization. When you provide a payment method and complete checkout, you authorize OneTwenty to charge that payment method for your membership and for any add-on solutions you elect. Payments are processed securely through Stripe. OneTwenty does not store your full card details.

Automatic Renewal. Your annual membership renews automatically at the end of each membership year, and your payment method will be charged the then-current annual rate unless you cancel before your renewal date. We will notify you by email before your membership renews. You may cancel at any time to prevent the next renewal (see How to Cancel below).

Add-On Solutions. Optional add-ons, including medication solutions, may be billed on a monthly or quarterly basis depending on the add-on. These charges recur on their stated cycle until you cancel the add-on.

Failed Payments. If a payment fails, we may retry the charge and will attempt to notify you. If we are unable to collect payment, access to the platform and related services may be paused or suspended until the balance is resolved.

Price Changes. We may change membership or add-on pricing. Any price change will apply to your next renewal, and we will notify you in advance of a renewal at a new rate.

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 Refunds

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 partner lab 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 and 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 and Founding Member Credits

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

How to Cancel

To cancel your membership or an add-on, email [email protected] or use the cancellation option in your account settings. To stop an automatic renewal, cancel before your renewal date. Cancellation stops future charges and prevents renewal. It does not retroactively refund charges already made, except as described in the refund terms above.

Contact

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