When does Adegen charge my card during the telehealth process?Updated 3 hours ago
Quick answer
You aren't charged at checkout. When you place your order, we secure the payment on your card (you may see it as a pending hold), but the actual charge only happens after your Adegen physician reviews your assessment and approves your treatment. If your physician determines a prescription isn't appropriate for you, you're never charged: the hold is simply released back to your card, and your subscription is cancelled automatically.
The Order of Operations
- Checkout: you place your order. Your card is verified and the payment amount is secured, but not charged.
- Intake: you complete your health history and identity verification.
- Physician review: an Adegen physician reviews your file.
- If approved: your card is charged, and your prescription moves into preparation and shipping.
- If not approved: no charge happens. The pending hold is released back to your card, and your subscription is cancelled automatically with an email confirmation. You don't need to request anything.
What the Pending Hold Looks Like
After checkout you may see the order amount on your card as "pending." That's the secured payment waiting on your physician's review, not a completed charge. If your physician doesn't approve treatment, the pending amount disappears rather than being refunded, because it was never charged in the first place. How quickly it disappears depends on your bank, usually within a few business days.
If you ever believe you were charged for an order that wasn't approved, message support with your order number and we'll make it right. Under our Refund & Cancellation Policy, any charge that posts without a prescription being issued is refunded in full.
What About Subscription Renewals?
After your first approved order, your subscription bills on your chosen cadence, and each renewal follows your active prescription. You can see your next billing date anytime by signing in at your Adegen account.
Next steps
- Wondering how long physician review takes? See our guide on how long prescription approval takes.
- Denied and want to understand your options? See our guide on what to do if you were denied a prescription.
- Full details live in our Refund & Cancellation Policy.