Refund & Cancellation Policy
When a charge can be refunded, how prepaid plans are handled, and how to cancel a subscription online.
On this page
1How this policy works
This page sets out, in one place, the refund and cancellation rules in our Terms of Service, Section 9 (Pricing, payment, and refunds) and Section 10 (Subscriptions and automatic renewal). It does not add to or change those rules. If anything here conflicts with the Terms, the Terms control.
Prices for consultations, programs, medications, and products are shown before you pay. Surna does not charge membership fees. Services are self-pay; we do not bill insurance.
2If a provider finds you are not eligible
If a Provider determines you are not eligible for treatment before a prescription is written, we will refund the full amount you paid for that order.
A Provider may decline to treat you, decline to prescribe, change your treatment, or refer you to in-person care. Paying for an order does not guarantee a prescription.
3Once the pharmacy begins processing your order
Charges for medication are non-refundable once the pharmacy begins processing your order, except where required by law or where an item arrives damaged or incorrect.
Pharmacy laws do not allow dispensed medications to be returned.
4Prepaid multi-month plans, including quarterly plans
If you prepaid a multi-month plan (for example, a 3-month quarterly plan) and your Provider stops or changes your treatment, we will refund any portion the pharmacy has not begun processing.
Continued refills require periodic check-ins and Provider approval. If your Provider does not approve a refill, the pharmacy will not process it and any unprocessed amount will be refunded.
5Cancelling a subscription
Many Surna programs are subscriptions that renew automatically and are charged each billing period (every month or every 3 months, as you choose) until you cancel. The price, billing frequency, and what is included are shown at checkout and in your account.
- Cancel online. You can cancel anytime in your account settings, or by emailing support@surnahealth.com.
- Before your refill date. If you cancel before the refill date shown in your account, you will not be charged again.
- No prorated refunds. Cancelling does not entitle you to a prorated refund, except as described in Section 2 and Section 4.
6Price changes and renewal reminders
Subject to any price lock, we will email you at least 7 days (and no more than 30 days) before a price increase takes effect, and you may cancel before it applies. We also send the renewal reminders state law requires, including at least once a year a reminder of your plan terms and how to cancel.
7Damaged, missing, or incorrect orders
Email support@surnahealth.com within 7 days if an order is missing, damaged, or incorrect.
8Billing questions
Contact support@surnahealth.com within 30 days of a charge you believe is wrong so we can try to resolve it. This does not limit your rights with your card issuer.