Refund & Cancellation Policy

Kyndred charges for professional clinical services — visits, care programs, care navigation, and education. This policy explains when fees can be refunded, how to cancel or reschedule, and how refunds are issued. We aim to be fair and clear: if something goes wrong on our end, we make it right.

Scheduled (Live) Visits

• Cancel or reschedule at least 48 hours before your visit: no charge, or a full refund if you prepaid.

• Cancel less than 48 hours before, or miss your visit: a late-cancellation/no-show fee of 50% of the visit fee applies; the remainder is refunded if prepaid. We understand life happens — contact us, and we will work with you on a first missed visit.

• If Kyndred cancels or cannot complete your visit (due to a technical failure on our side or clinician unavailability), you can choose a full refund or free rescheduling.

Asynchronous (Message-Based) Visits

• Full refund if you cancel before a clinician has begun reviewing your questionnaire.

• Full refund if our clinician determines telehealth is not appropriate for your situation, and no treatment plan is provided. We will help you find appropriate in-person care.

• Once a clinician has reviewed your case and provided a clinical response or treatment plan, the service is delivered, and the fee is non-refundable.

Care Programs

• Cancel 48 hours or more before your first program visit: full refund.

• Cancel less than 48 hours before your first program visit: full refund minus 50% of the value of the first program visit, reflecting clinical preparation already completed for your care.

• Once your program begins, you receive immediate access to program materials, education content, and community resources; this access is non-refundable. If you cancel within the first 14 days of your program, we will refund your program fee minus the value of services already delivered (visits held, labs drawn, coaching sessions completed, at our standard rates) and a 20% program access fee.

• After the first 14 days, program fees are non-refundable. If ongoing care isn't working for you, contact us — we'd rather adjust your care than have you feel stuck.

• Payment plans: after the 14-day window, canceling a payment plan does not waive amounts owed for the program.

Laboratory Testing

Lab fees included in a visit or program are refundable until your specimen is collected. Once a specimen has been collected by the laboratory, the lab portion is non-refundable.

Medications & Supplements

Kyndred does not sell or charge for medications or supplements. Prescriptions are filled by the pharmacy of your choice and paid to the pharmacy directly; supplements are purchased directly from Fullscript. Refunds or issues involving a medication or supplement purchase are governed by the pharmacy’s or Fullscript’s own policies — and your Healthcare Homegirl can help you navigate that process.

How Refunds Are Issued

• Refunds go back to your original payment method only. We do not issue cash refunds.

• Approved refunds are processed within 5 business days; your bank may take an additional 10–15 business days to post the credit.

• HSA/FSA payments are refunded to the same HSA/FSA card. Keep your receipts for your account administrator.

How to Request a Refund

Email hello@withkyndred.com or message us through the patient portal with your name and visit or program date. We respond to refund requests within 2 business days. If you are dissatisfied with a charge for any reason, please contact us before disputing it with your bank — we can resolve almost everything faster directly.

Changes to This Policy

We may update this policy from time to time. The version in effect on your date of purchase applies to that purchase. This policy is published at www.withkyndred.com/refund-policy.