Refund and cancellation policy
How Prevsi handles costs, out-of-pocket payments, cancellations and refunds - with zero hidden fees.
- Effective October 1, 2026
- Last updated October 1, 2026
When a full refund applies
If you ever agree to pay out of pocket for a service, test kit or medication, you are eligible for a 100% refund in any of the following situations:
- You cancel before your at-home test kit ships or before you visit a partner lab.
- A provider reviews your intake and determines that telehealth care or a prescription is not appropriate for you before lab testing is processed.
- Your at-home test kit or medication arrives damaged, defective or unusable, or is lost in transit (you may choose a free replacement or a full refund).
- You were billed in error or charged an amount you did not explicitly authorize in writing.
Laboratory tests and prescription medications
Once a biological sample has been processed by a certified laboratory, the laboratory’s completed testing fee cannot be refunded unless the sample could not be tested due to a kit defect or shipping delay.
Under Florida and federal pharmacy regulations, prescription medications that have left the pharmacy cannot be returned for reuse. However, if your medication shipment arrives damaged, incorrect or lost in transit, we will arrange a replacement shipment or issue a full refund of any out-of-pocket amount you paid.
Canceling your care at any time
You can pause or stop your care, cancel upcoming refills, or close your account at any time from your patient portal or by contacting support. There is never a penalty or fee to cancel.
How to request a refund
To request a refund or replacement, message us from your patient account, use the Contact support form, or email support@prevsi.com with your email address and case or confirmation number.
Approved refunds are issued to your original payment method within 5 to 7 business days.