Refund & Cancellation Policy
Last updated: May 2026
Appointment cancellation & rescheduling
You may cancel or reschedule a scheduled telehealth visit through the patient portal or by contacting us. Please cancel or reschedule as far in advance as possible; any late-cancellation or no-show fee that applies to your visit is disclosed to you before it is charged.
Consultation fees
Consultation and evaluation fees pay for a licensed provider's clinical time and medical decision-making. Because that service is rendered whether or not a prescription is issued, consultation fees are generally non-refundable once the evaluation has been completed. A consultation does not guarantee a diagnosis, prescription, or specific medication.
If you are not eligible for treatment
If your provider determines that a requested treatment is not clinically appropriate for you, you are not charged for that medication. Any medication amount already collected is refunded to the original payment method.
Medications
For patient-safety reasons, prescription medications that have shipped generally cannot be returned, resold, or refunded. If your order arrives damaged, incorrect, or is lost in transit, contact us and we will work with the dispensing pharmacy on a replacement. Replacement is subject to the dispensing pharmacy's own policies.
Laboratory testing
Laboratory fees are billed separately from clinical services. Once a lab order has been placed or specimens have been collected, lab fees are non-refundable. Lab fees paid before an order is placed can be refunded on request.
Shipping
Shipping charges, where they apply, are shown at checkout and are not refundable once an order has shipped.
Recurring charges
Where a treatment is billed on a recurring basis, you may cancel before your next scheduled charge and cancellation takes effect at the end of the paid period. Luma does not currently offer memberships. Charges already processed for a completed billing period are not refunded.
How to request a refund
Email Lumahealthwellness@gmail.com or call (786) 518-1905 with your name, order date, and the reason for your request. Approved refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer.