Refund & Cancellation Policy

For purposes of this page, "Surfbound," "Surfbound Health," "we," "us," and "our" refer to Open Water Rx LLC, doing business under the Surfbound and Surfbound Health trade names. This policy works together with our Terms of Service & Conditions. If there is a conflict between this policy and the Terms, this policy controls on refund and cancellation matters.

When You Get a Full Refund

Surfbound charges only after a provider approves your order; if the provider declines, nothing is charged. If the independent licensed provider reviews your information and determines that you are not medically eligible for the requested treatment, we will refund 100% of any amount already collected for that treatment order. No exceptions, no deductions.

When an Order Becomes Nonrefundable

Once an approved prescription or order enters pharmacy processing — including preparation, compounding, fulfillment, or shipment — that order is nonrefundable. This is because prescription medications, once prepared or dispensed for a specific patient, cannot be returned, reused, or resold under pharmacy regulations and patient-safety requirements.

The only exceptions are: (a) where applicable law requires a refund, or (b) where Surfbound expressly approves a refund for that specific order.

How to Cancel

You can cancel future monthly renewals at any time through your patient portal. There is no cancellation fee, no required notice period, and no long-term commitment.

To stop a specific upcoming order, you must cancel before that order enters pharmacy processing. If you cancel after your next order has already entered processing, compounding, or fulfillment, that order will still ship (and is nonrefundable), but all future renewals will stop.

Shipping Delays

Delivery dates shown at checkout or in your account are estimates — not guarantees. Shipping timelines can vary due to carrier delays, weather, weekends, holidays, and pharmacy processing time. A shipping delay does not automatically qualify an order for a refund or replacement once it has entered processing.

Medication Shipping & Temperature

Cold packs and insulated packaging are designed to help protect medication during transit, but cold packs are not guaranteed to remain frozen throughout delivery.

Customers should inspect medication promptly after delivery. If injectable medication arrives warm, appears inadequately refrigerated, is damaged, or raises storage concerns, contact Surfbound promptly. Do not use questionable medication until you receive guidance from the dispensing pharmacy or prescribing provider.

Acceptable storage and temperature exposure depend on the specific formulation and pharmacy instructions. Warm arrival does not automatically guarantee a refund or replacement.

When reviewing a temperature-related claim, Surfbound and/or the dispensing pharmacy may require photos of the medication, prescription label, shipping package, insulation, and cold packs, as well as tracking information, delivery time, retrieval time, and a description of how the medication was stored after delivery.

Retain the medication and all packaging while your claim is under review. Do not dispose of any items until Surfbound or the dispensing pharmacy instructs you to do so. A replacement or refund is provided only when Surfbound or the dispensing pharmacy determines the medication was compromised, when Surfbound elects to provide one as a customer-service accommodation, or when applicable law requires it.

Customer-Caused Delivery Problems

The following generally do not qualify for a free replacement or refund:

• an incorrect or incomplete shipping address provided at checkout
• failure to retrieve the package promptly after delivery
• package theft after the carrier confirms delivery
• changes to the shipping address or carrier instructions after the order is placed
• improper storage of medication after you retrieve it

Discretionary Refunds

Surfbound may, in its discretion, resolve unusual circumstances on a case-by-case basis and may issue credits, refunds, or replacements as a customer-service accommodation. Doing so in one case does not create an obligation for Surfbound to do the same in any other case.

How to Reach Us

Cancel anytime through your patient portal. For questions about a refund or any other issue, email us at [email protected].

To help us review your request quickly, please include:

• your full name
• the email address on your Surfbound account
• your order or invoice number (if available)
• a brief description of what happened

Policy Updates

We may update this policy from time to time. The version posted on this page applies to purchases and renewals made after the posted effective date.