I've been charged for my subscription but haven't received any medication

If a payment has gone out and nothing has arrived, it is usually one of a few things, and none of them need you to be out of pocket. Here is how to tell what has happened.

A subscription payment is not the same as a medication order

Your monthly payment covers your plan. It does not by itself create a parcel. So a payment can leave your account in a month where no medication is due to be sent, or where something is holding your order up.

The most common reasons nothing has been sent

• Your monitoring blood test or review call is overdue or still pending. We cannot send more medication until your bloods and any follow-up are up to date. If you are waiting on an appointment, tell us — we can often arrange a short temporary supply so you do not run out.
• Your order is waiting for a doctor to approve it. Sometimes an order sits at that step longer than it should. We can see this and push it through.
• We have not had your order request. Some medication is sent when you ask for it rather than automatically.
• It has been dispatched and is in transit. If there is tracking, we will send it to you.

What to do

Email us at trt@manual.co with the date of the payment. We will check your account, tell you exactly what has happened, and put it right — including a refund where one is due.

What you are paying for

Your plan includes your prescribed medication, your injection supplies, your monitoring blood tests, and your doctor consultations. A few medicines are charged separately rather than being part of the plan, including Tadalafil.

How the minimum term works

Starting testosterone medication commits you to a rolling three-month subscription term, which renews automatically at the end of each term until you cancel.

The part worth knowing: the term resets each time you order your next testosterone medication, so each new vial starts a new three-month term. You agree to this before treatment starts — the agreement is sent to you as a task in your account for you to read and sign.

Clomid, Enclomiphene and Tadalafil plans are supplied month to month, so the three-month minimum does not apply to them.

If you are worried about a payment you cannot afford, tell us rather than letting it fail. We would always rather talk it through with you.