Return and Refund Policy

Please carefully read the details of our policy on returns and refunds (the “Return and Refund Policy”) below. All terms not defined herein will have the meaning given to them in the Terms of Service.

1. We will grant a full refund for standard telehealth consultations conducted by our medical team under the following conditions:

   1. Cancellation: If you must cancel your consultation for any reason, please inform us at least 24 hours before your appointment time to request a full refund.

   2. Rescheduling: If you need to reschedule your appointment, you are allowed to do so once without incurring any fees, provided that you notify us no less than one hour before the appointment time.

   3. In the event that technical issues occur on our end during your teleconsultation, which prevent your medical provider from completing the consultation, you must promptly notify us, provide proof of purchase, and request a full refund.

2. If you wish to receive a refund for an in-person or teleconsultation for any other reason (including appointment no-shows), please contact us with proof of purchase. We will conduct a case-by-case assessment, after which we may grant you a full or partial refund.

3. We will grant a partial refund for each package listed on our Pricing page, minus the costs of services provided up to the date of the refund request including but not limited to the cost of consultations, telehealth visits, wellness visits, lab work, smart scale, and administrative fees, only under the two following conditions:

   1. The refund request is made at least 30 days before the originally scheduled procedure day. If the patient has rescheduled the procedure, the package will be considered non-refundable.

   2. We are unable to perform a medical procedure that you purchased as part of a package.

4. Each smart scale that you purchase from us has a two-year warranty period. If you would like to replace a smart scale (due to software or hardware issues), you must request an exchange within such warranty period. To request an exchange, you will record a video demonstrating the issue with the smart scale and email the video to us. In the event that we grant your exchange request, we will provide a replacement scale without requiring you to return the defective scale.

5. To request a full or partial refund for any level of Service or a smart scale exchange, please contact us at [email protected].

Refunds through Cherry

Requesting a refund within 60 days of purchase

For purchases made using Cherry (our financing service), please request refunds within 60 days of purchase through Cherry’s platform. We will review your request there. If we grant your request, we will authorize Cherry to credit the refund amount (for either a full or partial refund) to your Cherry contract. Receiving a full refund will cancel your contract with Cherry. Should the full refund amount exceed your outstanding balance, Cherry will credit the surplus to your registered payment method. In the event that we grant you a partial refund, your remaining balance on Cherry’s platform will be updated to reflect this. You may submit multiple requests for partial refunds up to your remaining balance.

Requesting a refund beyond 60 days of purchase

If you are requesting a refund for a purchase older than 60 days, you must contact us directly (even if you made the purchase using Cherry). We will issue any granted refund amount to your registered payment method.

Credit Card Refunds

Once granted, refunds to credit cards typically take 5-10 business days to process. The refund will appear on the credit card used for payment, even if that card has been subsequently removed from our Service. You will be automatically notified at the email address that you provide us with when your refund has been issued.

Bank Transfer Refunds

You will receive an email from Stripe for bank account details and refunds will only be issued once you have confirmed your bank account information. With refund authorization, you may see a pending refund immediately on your bank statement, as opposed to the 5 – 10 business days.

If you have any additional questions about our Refund and Return Policy, please contact us at [email protected].