How to Cancel Musely: Auto-Refill, Orders, and Refunds

To cancel Musely, turn off auto-refill for each active treatment from the “My Treatments” section of your account before your next refill date. The process runs through your dashboard or the app and takes a couple of minutes. Timing is the part that trips people up: once a refill has been sent to the pharmacy, it can’t be canceled or refunded, and switching off auto-refill afterward won’t reverse a pending order.1Musely Help Center. Can I Cancel My Order2Musely Help Center. How Can I Cancel Auto-Refill

Every prescription runs on its own refill schedule. If you use more than one Face-RX treatment, canceling one leaves the others active, so you’ll need to repeat the steps for each. Have your Musely login ready and know which treatment or treatments you want to stop.

Turning Off Auto-Refill

The steps are the same on the website and the app.2Musely Help Center. How Can I Cancel Auto-Refill

  1. Open “My Account” on the website, or the home page of the app.
  2. Select “My Treatments.”
  3. Click “Adjust Refills” for the treatment you want to stop.
  4. Click “Stop All Future Refills.”
  5. Choose a reason from the pop-up list.
  6. Continue through the chat prompts until you see a confirmation.

You’ll get a confirmation email once auto-refill is off. Save it, then check your dashboard to make sure the treatment no longer shows a scheduled refill. Repeat for any other active prescriptions.2Musely Help Center. How Can I Cancel Auto-Refill

Check your next scheduled refill date on the “My Treatments” page before you cancel, and act well ahead of it. If a refill has already processed, turning auto-refill off will stop the ones after it but won’t undo the shipment already on its way.

Canceling a First-Time Order

A brand-new order follows a different rule. You can cancel the first order for a full refund on the medication only until your assigned dermatologist reviews and signs the prescription. There’s no fixed number of hours; it depends on how quickly the doctor gets to your questionnaire.3Musely Help Center. I Just Placed an Order but I Changed My Mind – How Do I Cancel

To do it, go to “My Treatments,” click “Manage Treatment” on the relevant prescription, and select “Cancel.” Once the doctor has completed the review, the prescription moves to the pharmacy and the medication cost is no longer refundable. The $20 doctor visit fee becomes non-refundable as soon as the doctor completes the review, even if you catch things early.3Musely Help Center. I Just Placed an Order but I Changed My Mind – How Do I Cancel

What You Can and Can’t Get Refunded

Musely’s baseline policy is that prescription treatments are non-refundable and non-returnable once shipped. The company points to federal consumer protection law barring the return of prescription medication. If a package is returned to the pharmacy, the medication is discarded rather than restocked, and the charge stands.4Musely Help Center. How Can I Request a Refund5Musely Help Center. Can I Return or Refuse My Delivery and Receive a Refund

The $20 initial doctor visit fee is non-refundable under all circumstances, including under the 60-Day Result Guarantee.6Musely Help Center. Breakdown of Doctor Visit Fees – What Is the Fee For

The one meaningful exception is that 60-Day Result Guarantee. If you use a qualifying treatment consistently for 60 days, complete the eNurse check-up program in the Musely app, and are still unsatisfied, Musely will refund the medication cost of your initial order. The $20 doctor visit fee is still not refunded. If you think a treatment isn’t working, completing the check-ups and finishing the 60 days before you cancel protects your eligibility.4Musely Help Center. How Can I Request a Refund

Pausing or Slowing Down Instead

If you’re not ready to stop entirely but want to space out shipments, Musely lets you push your next refill by up to 30 days and change how often future refills arrive. Two-month supplies can be set to every one, two, or three months; three-month supplies to every two, three, or four months.7Musely Help Center. Can I Change My Refill Date

Go to “My Treatments,” click “Manage Treatment,” then “Adjust Refills,” and select “Change Date or Frequency.” Shifting the date moves all future refills by the same interval, so it’s a one-time adjustment. Auto-refill has to be on for these options to appear, and each treatment is adjusted separately.7Musely Help Center. Can I Change My Refill Date

Deleting Your Account Is a Separate Step

Canceling auto-refill stops shipments but keeps your account, prescription history, and prescribing dermatologist accessible. Deleting the account is a further, irreversible step that removes all of that.8Musely Help Center. How Can I Delete My Account

On the website, go to “My Account,” select “Account Info,” click “Edit” next to “Account Access,” then use the red “Delete Account” button and confirm. In the app, open the gear icon for Settings, select “Edit Account Info,” then “Edit Login Info,” and tap “Delete My Account” in red text at the bottom.8Musely Help Center. How Can I Delete My Account

If your only goal is to stop being charged, Musely recommends canceling auto-refill instead. An open account lets you restart a prescription later without a new consultation.

If You Need Help

If the dashboard steps don’t work, Musely’s help bot at musely.com/gethelp connects you to the support team. There is no published customer service phone number.9Musely Help Center. How Can I Get More Help When you write in, name the treatment and state clearly that you want all future refills stopped. A written request gives you a dated record if there’s any later dispute about when you asked to cancel.

Support replies take longer than doing it yourself. If your next refill date is close, cancel through the dashboard first and follow up with support only if something didn’t take.