Refund & Cancellation Policy

You pick a plan and a billing rhythm when you join, and we charge the card you put on file on that rhythm:

• Monthly — charged once a month, on or about the same day each month.
• Quarterly — charged once every three months.
• Every six months — charged once every six months.

Current prices are on the membership page and are itemized in Section 4.1 of the Terms. You can see your plan, your next bill date, and your card on file at any time in the Billing area of the MTN HLTH app.

Each period renews on its own, automatically, until you tell us to stop. We will never surprise you with a price change: if a price changes, we tell you before it is charged, with enough notice for you to cancel first.

Give us at least 30 days’ notice before your next bill date. There is no form to hunt for and no retention call to sit through. Any of these counts as notice:

• Message your care team in the MTN HLTH app.
• Email legal@mtnhlth.com.
• Text or call (801) 823-4158.
• Tell any of our staff in person at a visit.

We will confirm your cancellation and tell you the exact date your membership ends. We schedule it and apply it on or just before your next bill date, so no further charge is taken. Your membership stays fully active until then — visits, messaging, refills, and your plan all keep working.

Because the notice period is 30 days, cancelling less than 30 days before a renewal usually means one more period is charged, and your membership then ends at the close of that period. Anything already charged is not refunded mid-cycle.

We do not refund a billing period once it has started. When a monthly, quarterly, or six-month period has been charged, that money is not refunded or pro-rated — instead, your membership runs for the full period you paid for and you keep every bit of access it includes.

We set it up this way because your provider blocks time, orders labs, and builds a plan around a period of care rather than a single visit. Nothing here limits a right you have that cannot be waived under applicable law.

Duplicate charges, charges after your cancellation was effective, and charges for the wrong amount get refunded in full to the original payment method. Tell us and we will fix it.

Refunds are usually issued within 5–10 business days of our confirming the error. How quickly it shows up on your statement after that is up to your bank or card issuer.

Please talk to us before disputing a charge with your bank. We can almost always resolve it faster than a dispute can, and a dispute freezes the account while it runs.

Some visits — including your initial visit — are paid for separately from your membership. The price is shown before you confirm the booking, and your card is charged once the visit is confirmed.

Late changes, missed appointments, or cancellations within certain timeframes may be subject to fees. Any applicable fees are disclosed at the time of booking, or in the app before you confirm the change. Whether a prepaid visit is refundable depends on when you cancel it, and we tell you which terms apply before you book.

The reason is simple: a held appointment slot cannot be given to another patient at short notice. We waive these fees for genuine emergencies and for any change we initiate — just tell us what happened.

Laboratory testing, medications, supplements, and products are not included in the membership fee and are quoted to you before you are charged. Medications and prescription therapies cannot be returned or refunded once they have been dispensed or shipped, which is a pharmacy-safety rule rather than our preference. If an order arrives damaged, incorrect, or was never delivered, contact us and we will make it right.

Laboratory fees are charged when the testing is ordered and are not refundable once the specimen has been collected and processed.

Questions about a charge, a refund, or cancelling? Reach us any of these ways — we answer to all of them:

• Phone / text: (801) 823-4158
• Email: legal@mtnhlth.com
• In the app: message your care team from the MTN HLTH app.