Refill contract and terms: what to read first
Refill publishes tiered platform plans and software fees of 1.5–5% on transactions in its web app, plus Refill Connect pricing from higher monthly tiers, but it does not post its full customer agreement, term length, or cancellation policy on refill.co. That is common for demo-driven B2B telehealth infrastructure, but it means a clinic should request and read the complete contract before committing. The clauses that matter most are term length and auto-renewal, how software and medication fees can change, who owns and can export your data, how the platform BAA fits in, liability and the platform-versus-pharmacy boundary, and exit terms for Refill Connect if you use it.
This page lists the contract clauses to request and scrutinize before committing your clinic to Refill.
What should a clinic read in a telehealth infrastructure contract?
A telehealth infrastructure agreement governs more than software access. It defines commercial terms — monthly platform tiers, transaction software fees, Refill Connect setup and monthly costs, term length, and auto-renewal — and data terms — who owns your order and patient history and whether you can export it. It should fit alongside a platform business associate agreement for HIPAA, and it should make the platform-versus-pharmacy boundary explicit so you know who is responsible for fulfillment quality versus software. Because Refill does not publish these terms on refill.co, requesting the complete contract and reading these clauses is the diligence step that protects a clinic before it routes patient orders through any platform.
Clauses to read before signing with Refill
Each row is a contract area, what is publicly known about Refill, and what to confirm in the written agreement before you sign.
Sourced from Refill public materials (refill.co) and published pricing tiers, reviewed June 2026. Request the full agreement and have it reviewed by your own counsel.
Sign a tiered infrastructure contract, or evaluate self-serve terms first?
Refill
You want bundled telehealth infrastructure and are comfortable negotiating a custom agreement.
- You will request the full contract and have counsel review it before signing.
- Tiered software fees on top of pre-negotiated medication pricing fit your economics.
- You want Refill Connect or the provider network and accept the added contract scope.
Fizy Health
You want to start without a sales contract and see landed cost up front.
- You want to evaluate pass-through pricing and validation free before any contract conversation.
- You prescribe in-house and do not need bundled provider network or white-label portal terms.
- You want a disclosed facilitation fee at checkout instead of percentage software fees on drug cost.
What starting without a sales contract looks like.
Fewer contract surprises when you can see pricing and partners before you commit.
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Quote patients on real per-vial cost
Pass-through pricing shows resolved 503A cost before checkout, with a disclosed facilitation fee — no percentage software fee on drug cost.
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Fewer paid orders rejected by the pharmacy
Cart validation catches invalid SIGs and licensure mismatches before you pay — not after rejection.
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Know which certified partner fills each line
Multi-pharmacy routing shows the LegitScript-certified 503A partner behind every cart line before checkout.
What clinics ask about Refill contracts.
- Definition
Where can I read Refill's full contract terms?
Refill does not publish its full customer agreement on refill.co. Request the complete contract, BAA, and any Refill Connect addendum during the sales process and have counsel review before signing.
- Fees
What fees should I expect in a Refill contract?
Refill publishes tiered platform plans with 1.5–5% software fees on transactions, plus Refill Connect monthly and setup fees on higher tiers. Confirm all fees, how they can change during the term, and how they interact with pre-negotiated medication pricing.
- BAA
Is the BAA part of the Refill contract?
Refill offers platform BAA as part of its infrastructure positioning. Confirm the signed BAA is included, review its safeguards, and understand how it covers Refill Connect patient portal data if you use that product.
- Renewal
Does Refill auto-renew?
Refill does not publish auto-renewal terms on refill.co. Confirm term length, whether the agreement auto-renews, and the notice period required to cancel before renewal in the written contract.
- Data
Who owns my data under a Refill contract?
Refill does not publish data ownership or export terms publicly. Confirm in the agreement who owns order and patient history, whether you can export it, and what happens to records after termination.
- Alternative
How does Fizy Health handle contracts?
Fizy Health is free to start with no monthly platform fee on the Free plan and a disclosed facilitation fee at checkout only when you order. You can evaluate pass-through pricing and validation before any sales contract conversation.
Sources reviewed June 2026
- Refill public website (refill.co) and published pricing tiers in its web app, reviewed June 2026.
- Request the full agreement and have it reviewed by your own counsel.
- Fizy Health platform capabilities reflect the live product.
Read the contract — or skip it with self-serve signup.
Fizy Health is free to start with pass-through pricing visible before checkout. No sales contract required to evaluate.