Refund Policy
Last Updated - March 8th, 2026
OneTwenty is committed to delivering a high-quality experience. Because our services involve personalized lab testing, clinical coordination, and prescription fulfillment, most charges are non-refundable once services have been initiated.
Annual Membership 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 Quest Diagnostics 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 & 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 & Founding Member Credits Pre-payments are non-refundable, except where OneTwenty is unable to activate your membership due to service unavailability (see Annual Membership above).
Contact Email support@onetwenty.com. We respond within 2 business days.
