Refund & Cancellation Policy

The Short Version

• Your consultation is free. You are never charged before a clinical evaluation.
• If our Nurse Practitioner determines a program is not clinically appropriate for you, you pay nothing — and anything already paid for that program is refunded in full.
• 30-day protocol-fit guarantee: if your protocol isn't fitting after 30 days, we'll switch you to a different protocol at no extra cost, or refund your remaining program weeks.
• Appointments can be rescheduled or cancelled at no charge with reasonable notice.

Consultations

The initial 25-minute consultation is free of charge and carries no obligation. It is a clinical evaluation — its purpose is to determine whether a program is appropriate for you. If the answer is no, we will tell you directly, and no fee is charged.

Program Fees

Flow program fees are clinical-program fees for a defined period (typically 12 weeks). They cover your clinical evaluation, ongoing Nurse Practitioner supervision, check-ins, and supplies, with medication included only when prescribed by a licensed provider after a clinical evaluation.

30-Day Protocol-Fit Guarantee

If your protocol isn't fitting after 30 days, we will either (a) switch you to a different single-issue protocol at no additional cost, or (b) refund the remaining, unused weeks of your program fee — your choice. This guarantee applies to single-issue programs. Custom Stack adjustments and refunds are reviewed case-by-case with your NP, because multi-compound programs are individually constructed.

Medication

Compounded medications are prepared for you individually. Once medication has been prepared for your protocol, it cannot be returned or resold under safety rules. Refunds of the remaining program fee under the 30-day guarantee are calculated on unused program weeks; medication already dispensed to you is yours to discuss with your NP (do not discard medication without guidance — we'll tell you how to store or dispose of it safely).

Cancelling or Rescheduling Appointments

You may cancel or reschedule any appointment at no charge. We ask for at least 24 hours' notice where possible so the slot can be offered to another patient.

Lab Panels

The Flow Panel is a one-time diagnostic purchase. It is refundable in full any time before your blood draw is scheduled. After the draw has occurred, lab processing costs have been incurred and the fee is non-refundable.

How Refunds Are Processed

Approved refunds are issued to your original payment method through our payment processor (Stripe), normally within 5–10 business days of approval. To request a refund or discuss your program, contact us at info@flowellness.org or (716) 860-1875 — refund conversations are handled by a human, not a form.

Questions

If anything here is unclear, ask us before you start a program — we would rather explain the policy up front than surprise you later.