Updated: October 2, 2026
Clinician Review & Refund Policy
Applies to all Halftime Health memberships and to one-off blood tests. Full legal terms are in our Terms of Service, Sections 4.3 and 4A.6.
The short version
- Your first membership charge includes the onboarding blood panel. A licensed clinician authorizes the lab order. That panel is not declined.
- A licensed clinician in the independent network of Arora Health and/or its subsidiary entities ("Arora Health") reviews your labs.
- If the clinician approves a protocol → the prescription goes to the pharmacy. Treatment is charged separately. Monthly membership billing begins one month after you confirm a prescribed protocol or, if the clinician does not prescribe one, one month after you joined.
- If the clinician does not approve a protocol → we keep the membership charge for the cycle in which your panel was drawn. It paid for the panel and the review that happened. If your kit was never drawn, we refund that membership charge. The default next step is to explore other treatments that may be appropriate. If you want to cancel and request a refund, do that from the support channel in Ask Hana.
Refunds are issued by operations after a manual review. They are not automatic. To request one, use the support channel in Ask Hana. If a request is approved, we process the refund to your original payment method within 3–5 business days.
One-off blood tests
This section applies to every one-off blood test, whether you are a member or not.
| When | What happens |
|---|---|
| Before your kit ships | You may ask for a full refund in Ask Hana. Operations checks that the kit has not shipped, then refunds your original payment method within 3–5 business days. |
| After your kit ships | No refund. |
| The lab cannot test your sample | We send you a replacement kit at no cost. |
| Your kit is lost | If it has shipped and has not arrived 10 days after the later of the day we placed the order and the day it shipped, or the carrier reports it lost, we send a new kit at no cost. |
| The carrier returns your kit to us | We send a new kit at no cost after you confirm your address. |
| You do not return your sample | If you do not return it within 90 days after the kit ships, we close the order. No refund. |
To ask for a refund, open the support channel in Ask Hana and choose Refund request.
Why membership is charged before the clinician reviews
Your first membership charge includes the onboarding bloodwork panel. It is not a treatment charge and it is not a clinician-access fee.
Charging membership before a clinician approves a protocol is how the funnel works. You receive the kit and the results even if no protocol is later prescribed.
Membership includes the onboarding panel, coordination of the blood testing in your plan (listed in the Terms of Service, Section 4.1), the app, marketplace access, and coordination of clinician reviews. It includes no medication. One-off blood tests are charged separately, at the price shown at checkout (Terms of Service, Section 4A).
What clinician review means
This section applies to memberships. A one-off blood test has no clinician review; see the One-off blood tests section above.
A licensed clinician in Arora Health's independent network reviews:
- Your blood biomarker results from your Tasso / Ramorra panel
- Your intake
- Whether a protocol is clinically appropriate
This is independent medical judgment. It is not an automated process.
We do not publish a clinician-turnaround promise on this page.
If the clinician approves
The prescription is issued by the ordering clinician and sent to our pharmacy partner (WellSync / BoomRx). Compounded medication is patient-specific. Once shipped it cannot be returned for refund or resale.
Treatment is a separate charge from membership and from any on-demand panel.
If the clinician does not approve
- The membership charge for the cycle in which your panel was drawn stays. That charge paid for the panel and the review.
- If your kit was never drawn, we refund that membership charge.
- A one-off blood test follows the one-off blood test rules above: no refund after its kit ships.
- The default is to explore other treatments that may be appropriate for you.
- If you want to cancel and request a refund, use the support channel in Ask Hana in the member portal. Operations reviews the request manually and approves or denies it with a recorded reason.
If a request is approved, we process the refund to your original payment method within 3–5 business days. Your bank may take additional time to show it.
How to request a refund
There is no self-serve refund button. Open the support channel in Ask Hana, choose Refund request, and tell us what you need. You will get a confirmation that we received the request. Operations reviews every request manually and will reply in Support with the decision. If approved, we process the refund to your original payment method within 3–5 business days.
Do not email a processor portal. Do not expect an instant refund. A request is a request until operations decides.
If you cancel before the clinician reviews
Request the refund from the support channel in Ask Hana.
- If the kit has not been drawn: we refund the membership charge for that cycle.
- If the kit has been drawn: we keep the membership charge for that cycle. Any other refund is a discretionary operations decision.
If the clinician asks for more information
That is not a denial. Provide the information. If the clinician later declines, the decline rules above apply.
If the clinician offers a modified protocol
If you accept, membership continues. If you decline the modification, we treat it as a clinician decline: the membership charge for the cycle in which your panel was drawn stays, and you can explore other treatments or request a refund from the support channel in Ask Hana.
What we do not refund
- The membership charge for the cycle in which your onboarding panel was drawn, including when a protocol is later declined.
- An on-demand clinician video visit once payment is collected.
- Compounded medication after it has shipped.
- Ordinary monthly membership renewals after you are an active member, except as required by law or as set out in the Terms.
- A one-off blood test after its kit has shipped, except as this page states for a replacement or lost kit.
State-specific rights
Service area: nationwide.
If your state's law provides greater rights than this page, those rights apply.
Washington State residents may have a 3-calendar-day cooling-off right on membership activation. Use the support channel in Ask Hana within 3 days of payment confirmation if you want to use it.
Refund FAQ
Q: Do I get a refund automatically if the clinician declines a protocol?
No. A decline is not a refund event. Use the support channel in Ask Hana if you want operations to review a refund request.
Q: Do I get my first membership charge back if the clinician declines?
No, if your onboarding panel was drawn. That charge included the panel and the review. If the kit was never drawn, we refund it.
Q: How will an approved refund appear on my statement?
From "Halftime Health" (or the processor descriptor we disclose at checkout), matching the original charge. We process an approved refund within 3–5 business days. Your institution may take additional time to show it.
Q: What if I don't see an approved refund after 14 days?
Tell us in the support channel in Ask Hana.
Q: Does this apply to monthly renewal charges?
Monthly renewals after you are an active member are otherwise non-refundable except as required by law or as set out in the Terms.
Contact
Refunds: the support channel in Ask Hana, in the member portal
Care team: support@halftime.health
Hours: Monday–Friday, 9 AM–6 PM CT
Full legal terms: Terms of Service, Section 4.3.
Halftime Health LLC | Fort Worth, TX 76102 | legal@halftime.health
Clinician services provided by Arora Health's independently licensed provider network.
Blood draw: Tasso d/b/a Ramorra.