Cancellation policy

Effective Date: July 15, 2026

This Cancellation Policy explains how you can change or cancel purchases from Outlier Health, Inc. (“Complement®,” “we,” “us,” or “our”) at lovecomplement.com. It is part of, and incorporated into, our Terms of Service and Terms of Sale, and should be read together with our Refund Policy. Some products are sold as one-time purchases; others may be offered as subscriptions, pre-orders, or “try before you buy.” This policy describes how cancellation works for each.

How to cancel a subscription

You can cancel a subscription at any time online — the same medium you used to sign up — and also by email or phone. You never need to speak with anyone. You can cancel any of these ways:

Your account or order links — Use the “Manage subscription” link in any of your order confirmation or renewal emails, or sign in to your account, and cancel in a few clicks.

Email — Write to us at team@lovecomplement.com from the email address on your order and ask to cancel.

Phone — Call us at 844-752-6822. If you reach voicemail, leave your name, the email address on your order, and a request to cancel.

We may show you one optional offer or helpful information before you finish, but you can decline it and complete your cancellation on the same screen. We will never require you to complete a phone call, a chat, or a retention process in order to cancel. When you cancel, we send you a written confirmation by email, and you will not be charged for any future renewal. Online cancellation takes effect when you submit it. Cancellation requests by email, phone, or voicemail take effect when we receive them, and we will process them, or contact you, within one business day.

When cancellation takes effect. Cancelling stops future renewals. Any delivery you have already been charged for will still be fulfilled. To avoid being charged for your next delivery, cancel before the next scheduled billing date shown in your account. Cancelling does not by itself refund a charge that has already been made; please see “Refunds” below and our Refund Policy.

Subscriptions (auto-renewing)

When you buy a subscription, you agree to recurring deliveries and recurring charges based on the plan and delivery frequency you select. Before you subscribe, we show you — clearly and close to where you agree — that the subscription continues until you cancel, the amount (or range) you will be charged, how often you will be charged, the renewal term, and how to cancel. Your payment method is stored securely and charged for each delivery unless you have prepaid.

After you subscribe, we send you a confirmation you can keep that restates these terms, this Cancellation Policy, and how to cancel.

Reminders and changes. For subscriptions that renew on an annual basis, and for subscriptions with an initial term of one year or longer, we send a reminder before renewal identifying the product, the amount and frequency of the charges, and how to cancel; we may also send reminders for other subscriptions. If we change the price or another material term of your subscription, we will give you clear notice at least 7 and no more than 30 days before the change takes effect, together with how to cancel, in a form you can keep. You can pause, skip, change the frequency of, or cancel a subscription at any time from your account or order links.

Free trials and “try before you buy”

If we offer a free trial or a “try before you buy” item, we will tell you — clearly, and before we collect or confirm your billing information — the length of the trial, the date the trial ends and converts to a paid order, the full price you will be charged if you keep the item, and how often you will be charged after that. We may authorize your payment method when you order. You can cancel or return before the trial ends to avoid being charged, using the cancellation methods above. Before the first charge following a trial, we will send you a reminder that includes the date and amount of the upcoming charge and how to cancel. If you do not cancel or return by the end of the trial period, we will charge your payment method the full amount disclosed at checkout. Trial and pre-order returns and refunds are handled as described in our Refund Policy.

Pre-orders and pre-sales

A pre-order or pre-sale is a purchase of a product that is not yet in inventory or not yet released. At checkout we will tell you when you will be charged — at the time of order, as a deposit, or at fulfillment — and the expected fulfillment timing. You can cancel a pre-order that has not yet been fulfilled for a full refund of any amount paid, using the methods above. Once a pre-order has been fulfilled (shipped), it is treated like any other order: you cannot cancel it, but you may request a return or refund under our Refund Policy.

One-time purchases

Most products can be purchased once, with no subscription and no recurring charge. A one-time purchase does not auto-renew and will not result in future charges. If you need to change or cancel a one-time order before it ships, contact us promptly at team@lovecomplement.com and we will help if the order has not yet been fulfilled. After an order ships, returns and refunds are handled under our Refund Policy and our 100-Day Guarantee.

Refunds

Cancelling a subscription, pre-order, or other purchase stops future charges; it is not the same as a refund of a charge already made. How returns, refunds, and our 100-Day Guarantee work — including proportional refunds for partial bundle returns — is explained in our Refund Policy. If anything in this Cancellation Policy and the Refund Policy appears to conflict, the Refund Policy controls, as described in our Terms of Sale; contact us and we will make it right.

Our records

We keep records of your enrollment, your consent to any subscription or trial terms, and your cancellation requests and confirmations, so that we can honor this policy and resolve any questions.

Questions

Questions about this Cancellation Policy, or help cancelling, can be sent to team@lovecomplement.com, by phone at 844-752-6822, or by mail to Outlier Health, Inc., 56 Edwards Village Blvd, Ste 124-320, Edwards, CO 81632. Online cancellation is always available; you are never required to call.

Relationship to our Terms of Service and Terms of Sale

This Cancellation Policy is part of, and governed by, our Terms of Service and Terms of Sale, including Section 18 of the Terms of Service (Dispute Resolution; Binding Arbitration; Class Action and Representative Action Waiver). Cancelling a subscription is separate from, and does not affect, your right to opt out of arbitration described in the Terms; likewise, opting out of arbitration does not cancel a subscription. Nothing in this policy limits any non-waivable right or remedy you may have under the consumer-protection laws of your state of residence.