Managing Your Plan
You may request to cancel or pause your plan as long as there is no active order currently in processing. Requests can be submitted through your Patient Portal or by contacting our Care Team. Orders that are still pending approval, such as those awaiting intake form completion or doctor’s approval, are not finalized and do not require cancellation. Any payment authorizations will automatically expire in 3–5 business days, depending on your bank’s policies.
Overview of Plan Management
Join Piper offers treatment plans designed to support continuity of care. Depending on the plan selected at checkout, plans may be set to auto-renew to help avoid gaps in treatment. Patients maintain control over their plan settings and may request changes at any time, subject to order status and clinical processing requirements. For approved treatments that have not entered processing, cancellation requests can be submitted, but it is important to act promptly as once processing begins, cancellations are not allowed.
Canceling Auto-Refill
Requesting Cancellation - If you do not wish to receive future shipments, you may request that auto-refills be disabled. Once auto-refills are turned off, no additional orders will be scheduled after the current order completes processing.
Timing Your Cancellation - To avoid future charges, cancellation requests must be submitted before the next order enters processing. Orders that have entered provider review, prescription processing, or pharmacy fulfillment cannot be canceled in accordance with our Refund and Cancellation Policy.
For approved orders, cancellations should be requested before entering the processing phase, as orders in this stage are ineligible for cancellation or refunds. Multi-month plans are prepaid, and early cancellation may not be possible unless specified in plan terms.
Pausing Auto-Refills
Pausing auto-refills is an option if you need to temporarily stop future shipments.
How Pausing Works When auto-refills are paused, future billing and shipment scheduling will stop, provided no charge or order is already in processing.
After Pausing You may reactivate your plan at any time through the Patient Portal when you are ready to resume treatment. For users pausing their auto-refill, if no orders have entered processing, pausing ensures both billing and shipments are temporarily halted without cancellation of the overall plan.
Reactivating Your Plan If your plan has been paused or auto-refills disabled, you may restart your plan by visiting the Treatments section of your Patient Portal. Reactivation requires manual confirmation and may be subject to provider review. To navigate to the Patient Portal, log in, go to the "Treatments" section, and choose the option to either adjust the refill date, pause your plan, or cancel it entirely.
Billing and Renewal Details
Billing Cycle
Billing occurs according to the plan and billing option selected at checkout. Some plans may be billed monthly, quarterly, or in multi-month increments.
Avoiding Future Charges
To prevent future billing, plan changes must be submitted before the next order enters clinical or pharmacy processing. Refunds for cancellations that do occur typically take 3–5 business days depending on your bank or payment provider policies.
Plan Duration
Plan length and commitment depend on the billing option selected during enrollment.
Frequently Asked Questions
Will I be charged for future shipments if I am not enrolled in auto-refill?
No. If auto-refill is disabled, future shipments will not be scheduled automatically.
Does pausing auto-refills cancel my plan completely?
Pausing auto-refills prevents future orders and billing until you choose to reactivate.
Can I turn off auto-payments but still receive shipments?
Future shipments require both provider authorization and payment confirmation. If auto-payment is disabled, manual payment may be required prior to order processing.