Refunds & Cancellations
How money moves at Trimi, when you get it back, when you don't, and how to ask. Last updated October 13, 2026.
The short version
A few things to know before reading the fine print:
- You can cancel any time before your prescription is issued. If a clinician hasn't yet written the script, your order can be canceled for a full refund, no questions, no fees.
- Once your prescription is issued, the order is final. Compounded medication is prepared for one specific patient based on the prescribed dose, so it can't be returned, resold, or restocked under U.S. pharmacy law, even if the medication hasn't shipped yet.
- If a clinician decides you aren't a fit for treatment, you get every dollar back. No exceptions: every charge on that order comes back.
- If a package shows up damaged or never shows up at all, tell us within 24 hours and we'll make it right. We replace, refund, or open a carrier claim depending on what makes sense.
- A later price reduction does not qualify your existing plan for a refund or credit. You must complete the full term you purchased before switching to new pricing. Other refund rights described below still apply.
Price Changes and Existing Plans
Your existing plan keeps the price and term you agreed to at purchase. If Trimi later lowers its prices, introduces a promotion, or offers a new plan, that change does not reduce the price of a term already purchased. A later lower price is not a billing error.
We do not provide refunds, partial or prorated refunds, credits, or retroactive price adjustments solely because a lower price or new offer becomes available. You cannot end an existing committed term early and receive a refund of the remaining balance in order to purchase the same treatment at the new price.
To switch to new pricing, you must first complete your current plan term. This means the full term you purchased: one month, three months, six months, or twelve months for an annual plan. A monthly equivalent price, medication shipment, or installment payment does not turn a multi-month commitment into a monthly plan. Turning off renewal or requesting a pause does not shorten that commitment or make the current term eligible for new pricing.
After your current term ends, you may choose an available plan at the price then offered, subject to that plan's eligibility requirements and any required provider check-in. Contact us through the patient portal or our contact page before your term ends to arrange a change for the next term. Requesting a change does not by itself cancel renewal or confirm a new plan; follow the renewal and confirmation steps described in these policies. New pricing does not apply automatically during your current term.
This price-change rule does not remove any refund or cancellation rights under the terms you accepted at purchase or applicable law. The other refund provisions in our Refund and Cancellation Policy, including pre-prescription cancellation, clinical ineligibility, the six-month money-back policy, clinician-directed discontinuation, qualifying shipment problems, and actual billing errors, continue to apply under their stated conditions.
Cancellation Windows
There's one clear cutoff: whether your prescription has been issued by a clinician yet. Before that moment, you can cancel for a full refund. After it, the order is final.
Cancel any time, full refund
You've paid and submitted your provider intake, but a clinician has not yet written your prescription. The order has not gone to the compounding pharmacy.
Order is final, cannot be canceled
A clinician has signed your prescription. From this point on, whether the medication is being compounded, has been compounded, or has shipped, the order cannot be canceled and is non-refundable.
The Trimi 6-Month Money-Back Promise
We back your treatment with a money-back promise. Complete a full six months on your plan, take your medication as prescribed, and follow your provider's guidance, and if you haven't lost weight, we'll refund the plan fees you paid Trimi. You keep working with your care team the whole way; the promise is simply our commitment that a good-faith effort shouldn't cost you.
No results after six months
Complete six continuous months on your prescribed plan, take your medication as directed, and log your weight in your patient portal. If you still haven't lost any weight from your logged starting point, we'll refund the plan fees you paid over those six months.
How the promise works (the fine print that keeps it fair):
- You need an active, paid Trimi plan and must have followed your treatment plan as prescribed, medication taken on schedule, dose kept as directed, and provider check-ins completed.
- The refund applies only after a full, continuous six-month course. It doesn't apply if you paused, stopped early, skipped doses, or didn't take the medication as prescribed, and there is no separate refund for changing your mind partway through.
- Weight tracking is required to qualify. You must log a starting weight when you begin and an updated weight at your six-month mark in your patient portal (logging along the way is encouraged). "Didn't lose weight" means no net loss between those logged weigh-ins. Without a logged starting and six-month weight we can't verify a no-results claim, so it can't be approved.
- Because compounded medication is patient-specific and can't be returned under U.S. pharmacy law, the promise refunds your money, there's nothing to ship back.
- One claim per patient, returned to your original payment method. Request it within 30 days of your six-month mark through our contact page. It doesn't stack on top of refunds already issued (medical ineligibility, billing errors, or damaged shipments).
Individual results vary. Weight change on GLP-1 therapy depends on your dose, how consistently you take it, diet, activity, and individual biology. This money-back promise is a commercial commitment, not a medical guarantee of any particular outcome, and it does not replace your provider's clinical advice.
If You're Not Approved for Treatment
Trimi providers occasionally decline to prescribe, usually because of a medication interaction, an underlying condition that GLP-1s don't pair well with, or because the BMI/lab data doesn't support a prescription.
When that happens, you receive a 100% refund automatically. Every charge on that order comes back to your original payment method.
You'll get an email from your care team explaining the decision and how to appeal or seek alternative care if you'd like.
What's Refundable, What's Not
A side-by-side look at scenarios our team approves vs. ones we have to decline.
We refund you when:
- A clinician determines you can't be treated safely
- You cancel before a clinician issues your prescription
- Your medication arrives visibly damaged (with photo)
- The pharmacy confirms the medication's integrity is compromised
- You were charged twice for the same order
- A billing error charged you more than the price you agreed to at purchase, not a later price reduction
We can't refund when:
- You want a refund or credit solely because prices dropped or a new offer became available after purchase
- Your prescription has already been issued by a clinician
- You change your mind after processing has begun
- An incorrect address you provided caused a delivery failure
- The carrier confirms delivery to your address
- You're dissatisfied with how a compounded medication "feels"
- An ice pack arrived melted but the medication is still potent
- You've violated our Terms of Service
When a Package Has a Problem
Two situations come up: damaged on arrival, or marked delivered but missing. Both have a 24-hour reporting window.
Damaged on arrival
Snap a clear photo showing the damage before opening anything further, and email us within 24 hours of the delivery scan. Once our team verifies, you'll choose between a replacement shipment (free) or a refund.
Hold on to the original packaging until we close the case, the pharmacy's quality team may need to inspect it.
Tracking says delivered, you don't have it
Reach out within 24 hours so we can open a carrier trace. We'll usually ask for a missing-package claim filed with the courier (UPS or FedEx normally), and if there are signs of theft, a police report number.
Once a carrier confirms the package was delivered to the address on file, the carrier, not Trimi, owns the loss. We'll still help you navigate their claim process.
Cold-chain concerns
If medication that requires refrigeration arrives warm or without adequate refrigeration, do not use it. Contact the dispensing pharmacy promptly for guidance about your specific preparation and storage instructions, and contact Trimi so we can review the shipment. FDA warns that inadequate refrigeration can affect medication quality. See FDA's GLP-1 shipping guidance. Replacements are reviewed with the dispensing pharmacy based on confirmed stability concerns, rather than cosmetic packaging issues alone.
Pausing or Ending a Plan
- →Reach out via our contact page or message us through the patient portal. Plan changes don't happen automatically, we need to confirm them.
- →After we confirm that renewal is turned off, your full current plan term finishes out and no new term is charged. For a multi-month plan, this means the entire purchased term, not the next monthly shipment or payment.
- →Turning off renewal does not refund or prorate the term already purchased. For example, turning off renewal in month 2 of a prepaid 3-month plan leaves the current 3-month term in place and prevents the next 3-month renewal.
- →Early-exit requests are reviewed under the refund exceptions in this policy and the terms accepted at purchase. A lower price or new promotion alone does not qualify for early termination, a refund, or a switch before the current term ends.
How to Request a Refund
The faster you give us complete information, the faster the refund moves.
Open a request
Use the contact form or message us inside the patient portal. Don't email random staff members directly, it slows things down.
Send the basics
Include all of these in your first message so we don't have to ping you back:
- Your full name and the email on your Trimi account
- The order number from your confirmation email
- The date you were charged
- What happened, in your own words
- Photos or screenshots if anything physical went wrong
Wait for review
Our patient operations team reviews requests in the order they arrive. Expect a decision within two to four business days (faster if it's a clear-cut case like medical ineligibility).
Money returns
Approved refunds go back to the same card or bank account that paid. Banks typically post the credit in 5–10 business days; some take longer at month-end. If you don't see it after 10 business days, message us with the order number and we'll trace it.
Charged Twice or for the Wrong Amount
Stripe and our billing system have safeguards, but rare double-charges still happen, usually when a card is retried after a network timeout. If you spot a duplicate transaction or an unexpected amount, send us the date and last four digits of the card.
Confirmed billing errors are refunded the same business day in most cases, well before our standard review window. We may also catch and fix pricing mistakes ourselves and refund the difference without you needing to ask.
Less Common Situations
Things that come up a few times a year, answers up front so you don't have to ask.
Still have questions?
Our patient operations team is the right starting point for anything refund- or billing-related.
Contact TrimiTrimi's compounded tirzepatide is $235 billed monthly or $125 a month on the annual plan ($1,500 upfront, 12-month commitment); the full tirzepatide plan table lists every plan, what is included and the renewal terms.
Trimi's compounded semaglutide is $175 billed monthly or $99 a month on the annual plan ($1,188 upfront, 12-month commitment); see the semaglutide plan table for every plan and its renewal terms.