Who charged you
The clinic or brand you started with is the merchant: your card is charged to its account at the payment processor, through SWONKDOG's technology. Each clinic or brand sets its own refund policy, and refunds are issued from its own account. The rules on this page are the minimum every clinic or brand on the platform follows; the one you started with may have told you something more generous, and in that case its policy applies. To ask for a refund, email support@swonkdog.co: we pass the request to the clinic or brand and tell you what happens.
If the clinic or brand you started with sold you the program on its own store and sent the order to the platform, its refund policy applies and it handles the refund. If a clinician declines your visit after you paid there, that clinic or brand owes you the refund and is told so by us at the moment of the decision.
When your card is charged
When you submit a visit, a hold is placed on your card for the price shown. The card is charged only when a licensed clinician approves your treatment. If the clinician declines, or you withdraw before a decision, the hold is released and nothing is charged. A released hold can take a few business days to disappear from your statement, depending on your bank.
Refunds
- Before shipping. If your order has been approved but has not yet shipped, email support@swonkdog.co and it is cancelled and refunded in full to the original card. Refunds reach your card within five to ten business days.
- After shipping. Prescription medication cannot be returned once it leaves the pharmacy, because a pharmacy may not resell it. For that reason a shipped order is not refundable.
- When something went wrong. If your order arrived damaged, incomplete or not as prescribed, or it did not arrive at all, tell us within 14 days of the expected delivery. It is replaced or refunded, whichever you prefer.
- Rejected by the pharmacy. If the pharmacy cannot fill an approved order, it is refunded in full.
Lab kits
- Unopened kits. An unopened collection kit is refundable within 30 days of delivery. Email support@swonkdog.co; we tell you how to return it.
- Once a sample is mailed. A kit whose sample has been sent to the laboratory is not refundable, because the laboratory's work has begun.
- If the laboratory cannot process your sample (too little sample, damaged in transit, past its stability window), a replacement kit is sent at no charge.
Cancelling a plan
A plan that renews does so at the end of its term unless you cancel before the renewal date. You can cancel from your patient portal or by emailing support@swonkdog.co. Cancelling stops the next renewal; it does not refund the term you are in, except where the refund rules above apply. We send a reminder before every renewal.
Disputes
If you disagree with a charge, please contact us first at support@swonkdog.co. We answer within one business day and resolve most questions the same day. You always keep the right to contact your card issuer.
Contact
SWONKDOG. 1521 Concord Pike, Ste 301, Wilmington, DE 19803. support@swonkdog.co. (858) 333-6682.