Cancellation policy

Sesame’s commitment to providing a convenient, high-quality weight loss program is matched by our dedication to fair and transparent customer service practices. However, there are certain circumstances where we are unable to offer refunds. Please review our refund policy outlined below:

Full refunds conditions:

We offer a full refund for cancellations made up to 3 hours before the scheduled time of your initial visit. For subscription renewals, full refunds are available only if the renewal is canceled before any follow-up visits have been completed under the renewed subscription.

Partial Refund Conditions:

After the completion of the initial visit, you may be eligible for a partial refund under specific circumstances. A 50% refund will be offered within 7 days of the original appointment date in the following cases:

Decision to Not Proceed: If, after the initial visit, you decide not to move forward with the program and have not yet utilized features such as provider messaging, you may be eligible for a 50% refund.
Medication Unavailable: In the event that the prescribed medication is out of stock and an alternative cannot be identified or agreed upon, you may be eligible for a 50% refund.

Non-refundable conditions:

Please note that we cannot offer full or partial refunds for our weight loss program if, after your initial visit, you have utilized other features of the service, such as provider messaging.

Requesting a Refund

To request a refund, please contact Sesame’s Customer Success Team at [support@sesamecare.com](mailto:support@sesamecare.com). Provide your name, contact information, and details of the service for which you are requesting a refund. Our team will review your request and guide you through the refund process based on the terms outlined above.

Please note that this refund policy is subject to change, and we advise our patients to review it regularly. Your continued use of our services following any changes indicates your acceptance of such changes. Sesame’s full cancellation policy can be found here and within our Terms of Service.

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Dr. Esther Ngare, MD