Refund & Cancellation Policy

01What this policy covers

This Refund & Cancellation Policy applies to rX by LVLX individual and family memberships, and to organizational Group Plans, purchased from LVLX, LLC. It forms part of our Terms of Service.

If you purchased through a third party rather than directly from us, that seller's policy may also apply. Where a signed Group Plan agreement conflicts with this policy, the signed agreement controls.

02How to cancel

Email support@lvlxhq.com from the address on your account, with the subject line “Cancel Membership.” Include the member's full name and the email or phone number on the account so we can locate it.

You may also cancel online from your member account at any time, or by writing to us at the address at the end of this policy. Because you can enroll online, you can cancel online — no phone call, no retention interview, and no need to explain yourself.

We will confirm your cancellation in writing within 2 business days. If you do not receive confirmation, contact us again — an unconfirmed request may not have reached us.

03When cancellation takes effect

Cancellation takes effect at the end of your current billing period. Your membership and access to included services remain active through that date, and no further charges are made afterward.

Cancelling does not automatically refund the current period's fee. See Refunds below.

04Refunds

Membership fees are billed in advance for the coming month. Because access to the included services is available to you for the full period you paid for, monthly membership fees are generally nonrefundable, whether or not you used the services.

Where we do issue refunds

• Billing errors. If we charged you in error, charged a wrong amount, or charged you after a confirmed cancellation, we refund the incorrect amount in full.
• Duplicate charges. Refunded in full.
• Failure to activate. If your membership was never activated and you never had access to the included services, we refund the amount paid.
• 30-day money-back guarantee. New individual and family members may request a full refund of their first monthly membership fee within 30 days of enrollment, for any reason. One refund per member; the guarantee does not apply to renewals, to re-enrollments, or to Group Plans.
• Where state law requires it. See State-required cancellation rights.
• At our discretion. We may issue a refund or credit in other circumstances; doing so once does not obligate us to do so again.

How refunds are issued

Approved refunds are returned to the original payment method within 7 to 10 business days of approval. Your bank or card issuer may take additional time to post the credit.

05State-required cancellation rights

Our 30-day money-back guarantee is offered to new individual and family members in every state, and is intended to meet or exceed the “free look” refund rights that many states require for prepaid medical plan arrangements.

Where the law of your state gives you cancellation or refund rights greater than those described in this policy, those rights control and nothing here limits them.

06Setup and enrollment fees

Where a one-time setup or enrollment fee applies, it is disclosed before purchase and is nonrefundable once the setup work has begun, except where state law requires otherwise or where we failed to deliver the service the fee was charged for.

07Group Plan cancellation and refunds

Group Plans operate under a signed 12-month agreement and are treated differently from individual memberships.

• Term commitment. The contracting organization is responsible for the minimum contracted monthly amount for the full 12-month term, regardless of how many people actually enroll or use the plan.
• Setup fee. The one-time setup fee is nonrefundable.
• Nonrenewal. To prevent automatic renewal for a further 12-month term, the organization must give written notice at least 90 days before the renewal date. Notice given later than that takes effect at the following renewal.
• Removing individuals. An organization may remove an individual participant at any time; the participant's access ends at the end of the then-current billing period. Removing participants does not reduce the organization's minimum contracted monthly amount.
• Early termination. Group Plan agreements may not be terminated early for convenience. An organization that stops using the plan before the end of its term remains responsible for the contracted monthly minimum for the remainder of the term. Either party may terminate for cause — a material breach that is not cured within 30 days of written notice — and an organization terminating for our uncured material breach is refunded the unused portion of any prepaid fee.
• Participant contributions. Where participants contribute toward the cost, those contributions are collected and refunded by the organization under its own internal process. LVLX does not refund participant contributions it never received.

08Failed payments and termination by us

If a payment fails, we may retry the charge and will attempt to notify you. If payment is not resolved within 10 calendar days, including weekends and holidays, we may suspend and then terminate the membership. Suspension does not stop fees from accruing unless we say so in writing.

If we terminate a membership for breach of our Terms of Service — including account sharing, misuse, or fraud — no refund is issued for the current period.

If we discontinue the Services or terminate your membership for our own convenience, we refund the unused portion of any fee you have prepaid.

09Billing disputes and chargebacks

If you believe a charge is wrong, contact us first at support@lvlxhq.com. We can usually resolve billing issues faster than a card dispute.

Filing a chargeback without contacting us may result in immediate suspension of the membership pending resolution. Amounts properly owed remain due.

10Reinstatement

You may re-enroll at any time after cancellation. Re-enrollment is a new membership at the pricing then in effect; prior pricing and any promotional rate are not guaranteed, and a new enrollment or setup fee may apply.

11Changes to this policy

We may update this policy. Changes apply to billing periods beginning after the “Last updated” date above and do not retroactively change your rights for periods already paid. For material changes we will provide notice through the Services or by email.

12Contact us