Limited Warranty, Returns and Cancellation Policy
Effective date: April 27, 2026
Limited free return policy
Purchase of your Hero subscription may include a money-back trial or limited free-return period. Unless your order says otherwise, the applicable trial/free-return period is the longer of (a) thirty (30) days and (b) any longer period expressly stated in the materials describing your order, order confirmation, or offer code (the “Trial Period”). The Trial Period begins on the Activation Date. If you cancel during the Trial Period and timely return the Dispenser in accordance with this policy, Hero will refund the subscription and/or initiation fees paid for the applicable subscription, except that shipping charges and any other amounts specifically disclosed as non-refundable at checkout remain non-refundable to the extent permitted by law. To receive a return label, contact our 24/7 support at support@herohealth.com or 855-855-9962.
Your subscription is activated when you begin setting up your Dispenser or seven (7) days after the Dispenser is delivered to the shipping address you provided, whichever occurs first (the “Activation Date”). At checkout, we may charge you the amount due for the plan you select, which may include the first monthly installment, a one-time prepaid amount for the initial term, shipping, taxes, and any other disclosed fees. After the Activation Date, we will charge subscription fees in accordance with the subscription plan, offer, or promotion you selected and the disclosures shown at checkout and in these Terms. Unless your order expressly says otherwise: (a) the Flexible Monthly subscription plan has no minimum commitment, renews each month at the then-current Flexible Monthly rate until canceled, and has only a monthly commitment; (b) an annual plan billed monthly has a twelve (12)-month commitment, with the first payment due at checkout and subsequent monthly installments generally charged about one month after the subscription begins and monthly thereafter during the commitment term; and (c) an annual prepaid plan requires a one-time upfront payment for the disclosed prepaid term, which is typically twelve (12) months but may be longer if a referral code or other promotion extends that term. After the applicable annual commitment term or prepaid term ends, annual plans automatically renew at the then-current annual, billed monthly, rate with a new twelve (12)-month commitment unless your order expressly states different renewal terms. Existing direct-to-consumer members who have a consumer subscription in place as of April 6, 2026 and who continue the same consumer subscription without lapse remain subject to the renewal terms previously disclosed to them, including, for affected grandfathered consumer members, month-to-month renewal at the then-applicable Flexible Monthly rate without a new commitment unless and until they select a different plan, in which case the renewal terms of the selected plan apply, or unless changed as permitted by law. For DTC pricing and renewal purposes, a member is a new member unless the member has a consumer subscription in place as of April 6, 2026. Members who reenroll after cancellation, and members who transition from a provider-sponsored or similar arrangement into a consumer subscription on or after April 6, 2026, are new members and are subject to the renewal terms disclosed for the new consumer subscription plan they select. If you keep the subscription and/or Dispenser after the Trial Period and selected a plan with a minimum commitment period, you remain responsible for charges for the balance of that disclosed commitment period unless applicable law or a specific offer provides otherwise. Promotional or referral offers may reduce the amount due today, provide one or more free or discounted billing cycles, or extend a prepaid term, but once the promotional benefit ends, billing resumes at the rate, cadence, and renewal structure disclosed at checkout unless the offer expressly states otherwise. Your commitment period may be greater than the period that is that certain number of calendar months from the Activation Date, or you may incur additional periods of commitment, if you have specifically agreed to extend, renew or pause your commitment in connection with programs or other terms offered by Hero from time to time, such as, for example, the receipt of incentives, discounts and/or upgrades to the Services, in which case your commitment period will be for the period described in connection with the program or Services which extended it.
If your subscription applicable to the Dispenser assigned to you is canceled or otherwise ends at any time, you must remove your medications from the Dispenser, perform a factory reset to remove your Personal Information from the Dispenser, and return the Dispenser and any Hotspot associated with the applicable Dispenser to Hero within thirty (30) days after your subscription ends. Hero shall not be responsible for loss or disclosure of your Personal Information due to unauthorized physical access to the Dispenser while the Dispenser is not in the possession of Hero, including but not limited to when the Dispenser is in transit to Hero by common carrier or otherwise. A return label will be provided free of charge, and the Dispenser and Hotspot must be packaged per instructions provided by Hero. If the original packaging materials for the Dispenser and/or Hotspot are no longer available, a replacement set of packaging materials can be obtained from Hero at an additional charge, and you will be charged for the shipping and handling fees associated with the replacement packaging materials. If you do not return your assigned Dispenser and/or Hotspot within this thirty (30)-day period, we will charge you the Non-Returned Dispenser Fee and/or the Non-Returned Hotspot Fee, as applicable. Your payment of any Non-Returned Hardware Fees applicable to your failure to return a Dispenser or Hotspot shall not constitute your purchase of the Dispenser or Hotspot or entitle you to any rights in or to the Dispenser or Hotspot, and you remain responsible to return the Dispenser and/or Hotspot, as applicable, to Hero. Hero may withhold refunds, credits, or other amounts otherwise payable to you until all required hardware is returned and all outstanding amounts are paid. Hero reserves the right to take additional steps to prevent any further use of the Dispenser and/or Hotspot and recover the Dispenser and/or Hotspot from you, following the end of your entitlement to the applicable Services, including but not limited to reporting the applicable Non-Returned Hardware Fees as outstanding and overdue debts owed by you, to Hero, to various credit reporting agencies.
You may cancel recurring renewal charges for your subscription at any time by using the cancellation features in the App or by contacting support@herohealth.com or our 24/7 support. For a Flexible Monthly plan, and for an existing month-to-month member renewing under prior terms, a timely cancellation request stops the next monthly renewal. For annual plans, including annual plans selected by existing members and annual plans held by new members, a cancellation request stops the next automatic renewal after the end of the then-current annual commitment term or prepaid term. Submitting a cancellation request stops future renewals after the end of your current paid term or commitment period, but does not avoid charges already due for the current billing period, annual commitment term, prepaid term, or other amounts disclosed and agreed at checkout; the return steps described above are post-cancellation obligations and do not prevent you from submitting a cancellation request.
Please see our Terms of Use and Privacy Policy for more information about termination or cancellation of your subscription.
Addressing technical issues
If you have encountered a technical issue with your Dispenser, refer first to the technical troubleshooting content at https://herohealth.com/support for assistance.
If you are unable to resolve any technical issue, contact our 24/7 support at support@herohealth.com. We will work together to resolve your problem as quickly as possible. If we are unable to resolve the issue, Hero may authorize a replacement when the mechanical or technical performance of the Dispenser is determined to warrant replacement. Hero may, at its sole option, replace your assigned Dispenser with a refurbished Dispenser. Hero will not replace Dispensers with defects resulting from your, your Caregiver or any other individual’s actions, such as mishandling and product abuse, intentional damage, dropping or knocking the Dispenser over, improper interfacing, operation outside of design limits, misapplication, improper repair, use of half pills, non-pill medicines, liquids, and ointments, transport of the Dispenser without the travel bar in place, or unauthorized modification. By using the Services, you agree that Hero may use any reasonable means necessary to contact you to notify you of, or to collect additional information related to, technical issues reported by you or detected by us, and may submit such information to the FDA or other regulatory authorities.
Replacement
If Hero has determined that a replacement is warranted, a return merchandise authorization will be issued, and a return label will be provided. Returns must be packaged per instructions provided by Hero. If the original packaging materials for the Dispenser are no longer available, a replacement set of packaging materials can be provided by Hero, at an additional charge, and you will be charged for the shipping and handling fees associated with the replacement packaging materials. Returns will be inspected to determine whether a free replacement Dispenser will be provided to you, or what charges may apply to a replacement Dispenser. Hero will determine in its sole discretion whether to send you a free replacement, or to charge you for any damage to the returned Dispenser before sending you a replacement. At Hero’s discretion, a replacement Dispenser may be a new or refurbished Dispenser.
Hero does not accept returns without the above conditions being met. It is your responsibility to package your Dispenser appropriately per return packaging instructions provided to avoid shipping damage. If the Dispenser is damaged due to improper packaging, you may be charged for the repair at Hero’s sole discretion.
If you purchased Hero prior to July 31, 2020 you can view your policy here.