What is the Membership cancellation policy?
Membership Cancellation for memberships purchased after July 16, 2025
You may cancel your annual membership at any time to prevent it from renewing at the end of your 12-month term. Your membership will remain active through the end of that term, and you will continue to have full access to all member services and benefits.
Example
If you start membership on 1/1/2023 and cancel it on 5/2/2023 it will be active and available for use until 1/1/2024. Your membership fee for the period in which you cancel will not be refunded, but you will maintain access to all member services and benefits until the end of that term.
Will I receive a refund?
Because our annual plan offers significant savings over monthly membership options, we do not offer partial or prorated refunds once services have been used, including doctor visits, lab orders, nutrition consultations, or supplement purchases.
- If you cancel within 7 days of purchase and before your first doctor visit, you’ll receive a refund minus a $15 administrative fee.
- If you cancel within 7 days but have already used services (including any visit or labs billed to insurance), no refund will be issued.
What if I am not eligible for care after seeing a provider?
If, after enrollment, you are found to be ineligible for care (for example, due to a medical condition outside of our scope, regulatory limitations, or clinical judgment by our providers), we will cancel your membership and issue a full refund—regardless of the 7-day window or usage of services.
What if I was not happy with my first provider visit?
We offer a Doctor Fit Guarantee: if after your first visit you feel that your provider wasn’t the right fit, we’ll offer you a one-time opportunity to meet with a different Paloma provider at no additional cost.
How do I request a cancellation, refund, or doctor reassignment?
Please send a message to your Care Manager stating your request and reason why. We would be sad to see you go, but always support whichever decision feels best for you and wish you the best in your thyroid care journey.
Membership Cancellation for memberships purchased prior to July 16, 2025
You may cancel your annual membership at any time to prevent it from renewing at the end of your 12-month term. Your membership will remain active through the end of that term, and you will continue to have full access to all member services and benefits.
Example
If you start membership on 1/1/2023 and cancel it on 5/2/2023 it will be active and available for use until 1/1/2024. Your membership fee for the period in which you cancel will not be refunded, but you will maintain access to all member services and benefits until the end of that term.
Will I receive a refund?
If you cancel your annual membership before your first doctor visit, you will receive a full refund minus a $15 service fee.
If you cancel after services have been used, you will received a prorated refund based on the non-member cost of services used during your membership:
- $110 - per live video visit
- $119 - per At-Home test Kit + any additional biomarkers
- $75 - Nutritionist visit
- $40 for vitamin supplements (one-off purchase)
- $34 for vitamin supplements (as a subscription)
What if I am not eligible for care after seeing a provider?
If, after enrollment, you are found to be ineligible for care (for example, due to a medical condition outside of our scope, regulatory limitations, or clinical judgment by our providers), we will cancel your membership and issue a full refund—regardless of the 7-day window or usage of services.
What if I was not happy with my first provider visit?
We offer a Doctor Fit Guarantee: if after your first visit you feel that your provider wasn’t the right fit, we’ll offer you a one-time opportunity to meet with a different Paloma provider at no additional cost.
How do I request a cancellation, refund, or doctor reassignment?
Please send a message to your Care Manager stating your request and reason why. We would be sad to see you go, but always support whichever decision feels best for you and wish you the best in your thyroid care journey.