Subscription, Cancellation & Refund Policy

This Subscription, Cancellation & Refund Policy (this “Policy”) describes how PreventiveMD, Inc. and its affiliates (“PreventiveMD,” “we,” “our,” or “us”) bill for the products and services made available through our website located at https://preventivemd.com (opens in new tab) (the “Site”) and any associated content, products, and services (collectively, the “Services”), and how you may cancel an order, appointment, or subscription and request a refund.

This Policy is incorporated into, and forms part of, our Terms of Use. Capitalized terms used but not defined in this Policy have the meanings given to them in the Terms of Use. In the event of any conflict between this Policy and the Terms of Use with respect to billing, cancellation, or refund matters, this Policy controls.

PLEASE READ THIS POLICY CAREFULLY. IT DESCRIBES AUTOMATICALLY RENEWING SUBSCRIPTIONS THAT WILL CONTINUE TO BILL YOUR PAYMENT METHOD UNTIL YOU CANCEL. BY PURCHASING ANY PRODUCT OR SERVICE, OR BY ENROLLING IN ANY SUBSCRIPTION, THROUGH THE SERVICES, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTAND, AND AGREE TO THIS POLICY.

1. Subscriptions and How You Are Billed

Many of our products and services are offered as automatically renewing subscriptions. When you request a treatment or laboratory test, you select a plan term (for example, the billing cadence and price shown to you at checkout). Your subscription continues, and your payment method is billed for each renewal, until you cancel as described in Section 3.

a. Two-Step Billing: Authorization, Then Charge

When you submit a request at checkout, we do not immediately charge you. Instead, we place a temporary authorization hold on your payment method for the amount shown. A licensed Provider then reviews your request. We only capture (that is, actually charge) the held amount if and when a Provider reviews and approves your request. If the Provider does not approve your request, or if you cancel before the Provider’s review is complete, the authorization hold is released and you are not charged.

b. Saved Payment Method

To enable approved treatments to be fulfilled and to support recurring billing, we securely save your payment method through our third-party payment processor when you check out. You authorize us to use that saved payment method for the charges described in this Policy, including renewal charges, until you cancel your subscription or remove the payment method. Your full card details are handled by our payment processor and are not stored on our servers.

c. Automatic Renewal

Once your request is approved, your treatment is provided on an automatically renewing subscription. Your subscription renews automatically at the end of each term at the then-current price and on the cadence shown to you at the time you enrolled, and your saved payment method is charged for each renewal, unless and until you cancel. There is no fixed end date — the subscription continues until cancelled.

d. Your Consent and How to Cancel

Before you enroll, we disclose the renewal cadence, the renewal price, and how to cancel, and you must affirmatively consent before any recurring charge begins. You may cancel auto-renewal at any time, free of charge, through your PreventiveMD account or by emailing us (see Section 3). We will also send you any renewal or cancellation notices required by applicable law.

2. Pricing, Authorization, and Charges

All prices are displayed in U.S. dollars and are exclusive of any applicable sales, use, or similar taxes, which will be added at checkout where required by law. Prices are subject to change; for one-time items, the price displayed when you submit your order applies to that order, and for subscriptions, renewal pricing is governed by Section 1(c) and any notice required by law.

By submitting a request, booking a consultation, or enrolling in a subscription, you authorize PreventiveMD (and our third-party payment processors) to: (i) place an authorization hold on your designated payment method at checkout; (ii) capture that amount if and when a Provider approves your request; and (iii) charge your saved payment method for each subsequent renewal of your subscription — in each case including any product fees, professional fees, pharmacy fees, laboratory fees, shipping, and applicable taxes. You represent and warrant that you are authorized to use the payment method you provide.

An authorization hold is not a charge; it temporarily reserves funds on your payment method. If your request is not approved, or is cancelled before the held amount is captured, the hold is released. The time it takes for those funds to become available again is determined by your bank or card issuer, not by PreventiveMD.

Charges may appear on your statement as “PreventiveMD,” the name of the applicable Medical Group or Pharmacy, or the name of our payment processor, depending on the product or service purchased.

3. Cancellation of Orders, Appointments, and Subscriptions

a. Self-Service Cancellation

You may cancel an order or appointment at any time, free of charge, before the order or service is fulfilled. To cancel:

• Sign in to your PreventiveMD Care Portal, go to My Protocols or My Appointments, and select “Cancel” next to the applicable item; or
• Email us at hello@preventivemd.comwith your order or appointment number and the words “Cancellation Request” in the subject line.

Self-service cancellations submitted before fulfillment are processed automatically and are not subject to any cancellation fee.

b. Cancellation Cut-Off Times

To avoid charges or non-refundable fees, please cancel as early as possible. The following cut-off times generally apply, except where applicable law requires otherwise:

• Asynchronous (message-based) consultations:You may cancel at any time before the assigned Provider has begun reviewing your intake. Once the Provider has commenced clinical review, the consultation is considered “rendered” and is non-refundable (see Section 4).
• Live video or phone visits: You may reschedule or cancel at no charge up to two (2) hours before the scheduled visit start time. Cancellations made less than two (2) hours in advance, or no-shows, may be charged the full visit fee at our discretion.
• Prescription orders: You may cancel at any time before the prescription has been transmitted to and accepted by the dispensing Pharmacy. Once the Pharmacy has begun fulfillment (including labeling, packaging, or shipping), the order cannot be cancelled and is non-refundable except as required by law.
• Laboratory orders: You may cancel at any time before the laboratory requisition has been issued or specimen collection has occurred. Once the requisition is issued or the specimen has been collected, the order is non-refundable.

c. Cancelling Your Subscription (Auto-Renewal)

For products or services provided on an automatically renewing subscription, you may cancel auto-renewal at any time through your PreventiveMD account or by emailing hello@preventivemd.com. Cancelling stops all future renewals. To avoid being charged for your next cycle, cancel before your renewal date. Cancellation takes effect at the end of your current paid term, and you keep any products or services already paid for through that term. Cancelling auto-renewal does not, by itself, refund a charge already made for the current term; whether a renewal charge is refundable is governed by the cut-off rule in Section 3(b) and by Section 4.

d. Cancellation by PreventiveMD

We may cancel or decline to fulfill any order or appointment, in whole or in part, at any time and without prior notice if (i) we suspect fraud, abuse, or violation of our Terms of Use; (ii) the order contains a pricing, product, or eligibility error; (iii) a Provider determines, in their sole clinical judgment, that the requested product or service is not appropriate for you; (iv) you are not located in a jurisdiction where the Services are offered; or (v) we are otherwise required to do so by law. If we cancel an order before it is fulfilled, you will not be charged, and any pre-authorized amount will be released back to your payment method in accordance with your card issuer’s standard processing times.

4. Refunds

a. General Approach

Whether you are entitled to a refund is determined primarily by the timing rule in Section 3(b): you may cancel for a full refund before a Provider has reviewed your request and before the Pharmacy has placed or shipped your order; once either has occurred, the order is non-refundable except as required by law or as described in Section 4(c). Because clinical professional services and dispensed prescription products cannot be returned, PreventiveMD does not offer an automatic, blanket, or “satisfaction” money-back guarantee for services that have been rendered or products that have been dispensed. We review all refund requests in good faith and comply with applicable law (including state-specific consumer protection laws).

b. Items That Are Non-Refundable Once Rendered

Consistent with Section 3(b), the following are non-refundable once they have been rendered, except as required by law:

• Provider consultation and professional fees, once a Provider has begun reviewing your intake or has completed a visit;
• Asynchronous evaluations, once a clinical determination (including a determination not to prescribe) has been made;
• Laboratory testing fees, once the requisition or prescription has been issued or a specimen has been collected or processed;
• Prescription medications and other regulated pharmaceutical products, once they have been placed with, dispensed, shipped, or delivered by the Pharmacy. For safety, regulatory, and patient-protection reasons, prescription products generally cannot be returned and cannot be resold once they have left the Pharmacy. This restriction is set by the applicable Pharmacy and by federal and state pharmacy law, not by PreventiveMD;
• Shipping, handling, and dispensing fees, once the order has shipped; and
• Any third-party fees that have been paid to and accepted by a Pharmacy, Medical Group, laboratory, or other third party.

c. Situations Where a Refund or Credit May Be Available

Subject to verification, we will generally provide a full or partial refund (or, where appropriate, an account credit or replacement) in situations including:

• Duplicate or accidental charges;
• Cancellations made before the cut-off described in Section 3(b) — that is, before provider review and before Pharmacy fulfillment;
• Pricing errors caused by us;
• Orders that we cancel before fulfillment;
• Prescription products that arrive damaged in transit, materially defective, or shipped in error (for example, wrong medication, wrong strength, or wrong patient), provided you contact us within seven (7) days of delivery and follow the Pharmacy’s return-or-replace instructions; and
• Other circumstances that, in our reasonable discretion, warrant a refund or credit.

Where a clinical service was rendered but you have a concern about the quality of that service, please contact us so we can investigate. Concerns about clinical care are addressed by the applicable Medical Group; PreventiveMD will help facilitate that review and, where appropriate, will issue a goodwill credit or refund.

d. Subscription Renewal Charges

Each renewal of a subscription follows the same timing rule. To avoid a renewal charge, cancel before your renewal date. If a renewal has been charged but you cancel before the Pharmacy has placed or shipped that cycle’s order, contact us and we will cancel the order and issue a full refund of that renewal. Once a renewal has been charged and the corresponding order has been placed with or shipped from the Pharmacy, that renewal is non-refundable, except as described in Section 4(c) or as required by law.

e. How to Request a Refund

To request a refund, email hello@preventivemd.com within thirty (30) days of the charge in question. Please include:

• Your full name and the email address associated with your PreventiveMD account;
• The order, appointment, or subscription number and the date of the charge;
• A brief description of the reason for the refund request; and
• Photographs or other supporting documentation, if applicable (for example, photos of damaged packaging or an incorrect medication label).

We aim to acknowledge refund requests within three (3) business days and to render a decision within ten (10) business days. Approved refunds are issued to the original payment method. Once we issue a refund, please allow five (5) to ten (10) additional business days for the refund to appear on your statement, depending on your card issuer or bank.

f. Partial Refunds and Account Credits

In some cases, we may offer a partial refund or an account credit in lieu of a full refund (for example, where some, but not all, components of an order were fulfilled). Account credits, where issued, may be applied toward future purchases through the Services and are non-transferable and have no cash value.

5. Insurance, HSA/FSA, and Government Programs

PreventiveMD is a cash-pay service. We do not bill commercial insurance, and we are not enrolled with any federal or state health care program (including Medicare and Medicaid). You will not receive an insurance reimbursement from us, and we cannot accept payment from any federal or state health care program for the products or services provided through the Services.

Some of our products and services may be eligible for reimbursement through your Health Savings Account (HSA) or Flexible Spending Account (FSA). Eligibility is determined by your plan administrator, not by PreventiveMD. Upon request, we can provide a payment receipt that you may submit to your plan administrator. We make no representation or warranty that any product or service will be reimbursed.

6. Chargebacks and Disputed Charges

If you believe a charge is incorrect, please contact us first at hello@preventivemd.com so we can attempt to resolve the issue directly. Initiating a chargeback with your card issuer before contacting us may delay resolution and may result in suspension of your account pending investigation.

We reserve the right to dispute any chargeback that we believe is invalid, including by providing your card issuer with records of the order, your account activity, the services rendered, and your acceptance of this Policy and our Terms of Use. If a chargeback is determined to be invalid, you remain responsible for the underlying charge and any related fees.

7. Changes to This Policy

We may update this Policy from time to time. When we do, we will revise the “Effective Date” at the top of this Policy and, if the changes are material, we will provide additional notice (such as by email or by posting a prominent notice through the Services). Changes apply prospectively to orders placed, and to subscription renewals occurring, on or after the new Effective Date; they do not retroactively change the terms applicable to orders you have already placed.

8. Your Statutory Rights

Nothing in this Policy is intended to limit any non-waivable rights you may have under applicable consumer protection, automatic-renewal, telehealth, or pharmacy laws, including any right to cancel a transaction or obtain a refund that is granted to you by such laws. To the extent any provision of this Policy conflicts with such non-waivable rights, those rights control.

9. Contact Us

If you have questions about this Policy, a charge on your account, a cancellation, or a refund request, please contact us at:

PreventiveMD Inc
hello@preventivemd.com