GoRocky

Return and Refund Policy

Last updated September 2, 2026

At GoRocky, we provide a technology platform connecting users with licensed medical professionals and pharmacies. This policy governs cancellations, refunds, and returns for services and products facilitated through our platform and is designed to comply with the relevant Philippine laws, including but not limited to Food and Drug Administration (FDA), Department of Health (DOH), and Department of Trade and Industry (DTI) guidelines and issuances.

Separately from this policy, the GLP-1 Weight Management Program carries its own outcome-based money-back guarantee. Where the two documents overlap, the Money-Back Guarantee Terms govern that program.

1. Core Refund and Return Policy

1.1 Consultation Outcome Determines Refund Eligibility

  • If a licensed medical professional determines that a customer/patient is not a suitable candidate for the prescribed treatment:
    • The order will be cancelled, and a full refund will be automatically processed.
  • If approved for treatment:
    • For readily available prescription medicine (Sildenafil (50mg), Sildenafil (100mg), Tadalafil (10mg), Tadalafil (20mg), Finasteride (5mg), Finasteride (1mg), Viagra (25mg), Viagra (50mg), Viagra (100mg), Cialis (20mg), & Ozempic pens), payment becomes strictly non-refundable once the medicine has been dispensed by the partner pharmacy and turned over to the courier.
    • For compounded products (Compounded Semaglutide (4mg), Compounded Semaglutide (8mg), Compounded Semaglutide (16mg), Compounded Tirzepatide (50mg), Compounded Tirzepatide (75mg), Compounded Tirzepatide (150mg), Finoxidil Spray, Finoxidil Capsules, & Oral Minoxidil Capsules), a cancellation can no longer be processed if the pharmacy has already started compounding the product.
    • Compounded prescription medicines are personalized, compounded, or allocated specifically for the customer/patient and cannot be returned, restocked, or reused, in compliance with Section 18 of the Implementing Rules and Regulations of RA 10918 and FDA regulations.
    • Being non-returnable does not by itself make a product non-refundable. Enrolled patients may still qualify for a refund under Section 1.2 below, which does not require any medication to be sent back.

1.2 Weight Management Program Money-Back Guarantee

Patients enrolled in the GLP-1 Weight Management Program on an eligible compounded injectable treatment may claim a refund if the treatment does not work for them. This is an outcome-based guarantee assessed at the three-month mark, not a change-of-mind return. In summary, all of the following must be met:

  • A full three (3) months of prescribed treatment under the Program has been completed.
  • Less than five percent (5%) body-weight loss from the Day 0 baseline at the three-month mark.
  • Every prescribed dose and weekly body weight was logged in the patient's GoRocky account with the required photo proof.
  • Required consultations were attended, including the discussion of Basal Metabolic Rate (BMR) and a personalized diet plan.
  • Confounding medical conditions were disclosed or ruled out by the prescribing physician.
  • The prescribing physician reviews the case and confirms a genuine treatment failure rather than non-adherence, a confounding condition, or undisclosed factors.

A suspected treatment failure must be reported and a review consultation requested within seven (7) days of reaching the three-month treatment mark. If the claim is approved, GoRocky refunds the full amount paid for the Program, including both the service fee and the cost of medication, in accordance with Section 5 below. No medication, used or unused, needs to be returned; separate disposal instructions are provided for safety and are not a condition of the refund.

This summary is provided for consistency with this policy. The complete eligibility criteria, exclusions, and claim procedure are set out in the Money-Back Guarantee Terms, which govern in the event of any inconsistency.

2. Order Cancellations

Pursuant to 1.1 above, a customer/patient may request a cancellation of his/her order and may be granted a full or partial refund, subject to the following:

  • General cancellation fee – Unless otherwise stated in this Policy or required by law, all approved cancellations and refunds are subject to a ten percent (10%) cancellation fee based on the total amount paid. This fee covers payment platform and transaction charges incurred by GoRocky Medical Inc.
  • Readily available prescription medicines – If the medicine has not yet been dispensed by the partner pharmacy and turned over to the courier, the order may be cancelled subject to the 10% cancellation fee.
  • Once the medicine has been successfully delivered and received, cancellations and refunds are no longer allowed, except as provided in Section 4 for damaged, defective, or incorrect items.
  • Compounded products – If the compounding pharmacy has not yet started the compounding process, the order may be cancelled subject to the 10% cancellation fee. For clarity, compounding is deemed to have started once a licensed pharmacist has performed any of the necessary steps for drug preparation after verifying a validly issued prescription, including calculations, mixing, assembling, packaging, or labeling of a drug. Once compounding has started, cancellations and refunds are no longer allowed.

Cancellation requests must be sent to [email protected] with your order details.

3. Non-Returnable Items

  • Prescription medications.
  • Compounded or personalized products.
  • Items that have been opened, used, or tampered with.

These items cannot be physically returned. Where a refund is available without a return, such as under the Weight Management Program money-back guarantee in Section 1.2, this list does not remove that entitlement.

4. Exceptions – Replacement for Damaged, Defective, or Incorrect Items

  • While payments made pursuant to the customer/patient being approved for treatment are non-refundable, GoRocky allows the replacement of damaged, defective, or incorrect items delivered.
  • Requests for replacement shall be made by notifying GoRocky at [email protected] within 7 daysof delivery. The email request should include: customer/patient's full name; product name of the item delivered; and the description and proof of why the product is being replaced. The attachment of videos and/or photos showing the issues for damaged, defective, or incorrect items is encouraged to help facilitate verification.
  • GoRocky shall have the right to verify whether an item is damaged, defective, or incorrect. For this purpose, GoRocky may request reasonable proof from the customer/patient (such as photos, videos, or return of the product). If verification fails to establish that the item is damaged, defective, or incorrect, GoRocky may decline the request for replacement or refund. However, such verification shall not be unreasonably denied.
  • After verification and upon approval, a replacement or refund will be arranged at no extra cost for the customer/patient.

5. Procedure upon Approval

  • Upon GoRocky's verification, the customer/patient will receive a notice of approval of the refund/replacement request.
  • Refunds and replacements shall be processed within 5-10 business days from GoRocky's notice of approval.
  • Approved refunds are returned primarily via the original payment method used by the customer/patient, or any other means as may be agreed upon and approved by GoRocky.

6. Adverse Reactions to Products

  • Suspected adverse reactions (not necessarily related to item defects) should also be reported immediately to GoRocky's Customer Support at [email protected]. Such reports will be escalated to the licensed pharmacy and regulatory authorities as required by FDA/DOH.

7. Customer Support