Refund & Return Policies

Overview

This article provides an overview of the Levels refund and return policies. For information on cancelling your ongoing CGM subscription, please visit How to Cancel your CGM Subscription.

For information on Levels Labs, please see below or visit Levels Labs Policies.

Refunds

30-Day Satisfaction Guarantee

Try Levels Premium for 30 days and if you are not satisfied with your experience, Levels members can request a full refund for the Levels Membership and  most recent CGM purchase, less shipping (if applicable) and less the cost of any redeemed/used Levels Labs orders, by contacting support@levels.com

Beyond the 30 Days

After the satisfaction guarantee window has lapsed:

  • Annual Memberships: If you purchased an annual membership and cancel after the 30-day window has lapsed, no refund will be issued. You can turn off auto-renew in your member portal and your membership will expire at the end of your annual cycle.
  • Monthly Memberships: After the 30-day window has lapsed, please ensure to cancel your membership prior to your next billing date to avoid being charged again. Refunds will not be issued after your first 30 days. Please note that as of May 28, 2025, the monthly membership option no longer exists. Learn more here. 
  • Eligible CGM Purchases: Depending on the circumstances, refunds may be granted for the most recent CGM purchase only. Please see our Subscription Cancelation Policy for more information. Please be advised that CGM refunds will not include the cost of shipping.

Subscription Cancelation Policy

  • We send out email reminders for CGM subscription renewals 5 days prior to the billing date. 
  • Once your payment has been processed, it cannot be canceled. 
  • Due to the nature of the medical devices we use with our product, we are unable to accept returns. 
  • If you wish to cancel your CGM subscription, please do so before your subscription date. Learn more about cancelling a CGM subscription here.

Levels Labs Policies

  • Levels members can request a full refund for unused Labs order within a year of purchase. 
  • Refunds will not be issued after one year or once you’ve completed your Labs appointment.
  • If you request a refund on your membership and you have already used/redeemed your lab order, your membership cost will be refunded, less the cost of the lab order. 
  • The Basic Panel is included in the cost of membership ($199). We are not able to issue a refund for the Basic Panel included in the membership, nor can we prorate the membership cost if you do not want to or cannot use the Basic Panel. 
  • Labs orders expire after one year and must be used within one year of purchase. 

Replacements

In the event that a CGM replacement is issued, the purchased sensor is no longer eligible for a refund.

Learn more about our Replacement Policy here.

Returns

Due to the nature of the medical devices we use with our product, Levels is unable to accept CGM returns. In the event of a refund and/or cancelation, you may keep or dispose of your Levels kit.

Please remember: prescription or research products used in the Levels program may not be shared, resold, or redistributed under any circumstances.

Expired Sensors

Levels will only ship CGMs with at least 3 months of shelf-life. It is the member’s responsibility to use their devices in a timely manner. Levels is not responsible for refunding or replacing unused sensors that expired as expected.

Further Reading

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