1. The rules
- You can cancel at any time in your account.
- If a physician finds you not eligible, you are not charged.
- Medications and the DNA & Methylation Test are non-refundable once shipped.
- Cancelling the 3-month plan before month 3 charges the remaining months of the term.
2. How to cancel
Open your account, choose Cancel plan, and confirm. The sheet tells you, before you confirm, exactly what cancelling does for your plan today: the words in section 3. Cancelling takes effect at once. We email you a confirmation.
If you cannot reach your account, email concierge@withoona.com from your account’s email address and we will cancel for you the same way.
You do not need to give a reason, and nobody will try to talk you out of it.
3. What cancelling does, by plan
Your plan month is counted from the day of your first charge, the day your first order shipped. Month 2 begins on the same day of the next month.
Before your physician has approved your request. You have not been charged, and you will not be. Your request is closed.
The monthly plan, or any plan after its term has ended. Your plan stops renewing. You will not be charged again. You keep what has already shipped.
The 3-month plan, in months 1 or 2.
- Paid monthly by card: we charge the remaining months of the term today ($549 for each month not yet paid), as the 3-month minimum commitment provides, and then you will not be charged again.
- Paid through Klarna: the term was one charge, so nothing more is charged. Your plan does not renew.
The 6-month and 12-month plans, in months 1 to 3. Your next shipment is cancelled and we refund $228 to the card or Klarna account you paid with. You will not be charged again.
The 6-month plan, in months 4 to 6, and the 12-month plan, in months 4 to 6 and 10 to 12. Your plan stops renewing. You will not be charged again. The shipments you have already paid for continue; on the 12-month plan cancelled in months 4 to 6, the month-7 charge is not made and the orders it would have paid for do not ship.
The 12-month plan, in months 7 to 9. Your last order ships in month 10. You will not be charged again, and the month-7 charge for months 7 to 12 is not refunded.
4. Refunds
- Refunds go back to the card or Klarna account you paid with. Klarna applies refunds to your Klarna balance.
- A card refund usually appears within ten business days, depending on your bank.
- If your physician finds you not eligible, nothing has been charged, so there is nothing to refund.
- An order that has shipped is not refunded or returnable: medications are prescribed for you alone and cannot be reused, and the DNA kit is a single-use test.
- If you cancel, you’re never charged for an order that hasn’t shipped. On the 6- and 12-month plans cancelled in months 1 to 3, the next shipment is cancelled and $228 refunded, as section 3 says. A renewal payment covers your next shipment and is not refunded once it has shipped.
- If a shipment arrives damaged, or does not arrive, tell us at concierge@withoona.com or in your account chat and we will put it right.
5. If a charge or refund is refused
If your bank or Klarna refuses the charge for the remaining months of a 3-month plan, or refuses a refund, the cancel sheet tells you and your plan stays active. Add or verify a payment method in your account and cancel again, or email concierge@withoona.com and we will sort it out. [pending: what the cancel sheet shows when this charge is refused]
6. After you cancel
Your account stays open so you can see your Clinical Skin Analysis report, your order and your messages, and reach the care team. Your physician’s care through Oona ends with your last shipment. Your medical record is kept by the Practice as the Telehealth Consent and the Notice of Privacy Practices explain.
7. Questions and disputes
Talk to us first: concierge@withoona.com, or the chat in your account. Most billing questions are settled the same day. The Terms of Service say how a dispute is resolved if we cannot settle it.