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Policy Overview

RenuviaMD™ maintains a clear refund policy based on medical evaluation processes and medication fulfillment protocols. All patients complete comprehensive pre-qualification and intake forms to evaluate inclusion and exclusion criteria before program initiation.

Pre-Qualification and Medical Evaluation

Patient Screening Process

• All patients submit pre-qualification and intake forms prior to program enrollment • Comprehensive medical evaluation determines program eligibility • Inclusion and exclusion criteria assessed by board-certified physicians • Medical clearance required before treatment initiation

Medical Evaluation Responsibility

Since patients undergo thorough pre-qualification screening and medical evaluation to determine program suitability, patients are responsible for program fees once medical clearance is provided and treatment begins.

Payment Structure and Refund Policy

Payment Due at Program Initiation

• Payment due at time of first telehealth visit for plan initiation • Monthly program fees must be paid before treatment protocols begin • Payment processing required for medication authorization and shipment • No program services provided without current payment on file

Current Month Policy

• No refunds available for the month in progress once medication has been shipped • Once medication is shipped and received by patient, that month's payment is non-refundable • Patients are responsible for full monthly payment regardless of partial month usage • Medical consultation and evaluation fees are non-refundable

Future Month Cancellation

• Patients may discontinue program for future months without penalty • No long-term plan commitment required • Month-to-month payment structure allows flexible program duration • Cancellation applies to subsequent billing cycles only

Medication Fulfillment and Refund Eligibility

Pre-Shipment Cancellation

• Patients may request cancellation before medication shipment for upcoming month • If medications have not yet been shipped, future month cancellation is possible • Coordination with FDA-registered pharmacy partners required for shipment status • Patient notification of shipment status provided when available

Post-Shipment Policy

• Once medications are shipped and received by patient, that month is non-refundable • Medication costs, shipping, and medical supervision fees are non-refundable after fulfillment • Third-party pharmacy fulfillment makes medication returns not feasible • Patient safety protocols prevent redistribution of received medications

Program Discontinuation Notice Requirements

Advance Notice Requirement

• Minimum 7 days advance notice required to avoid administrative charges • Notice must be submitted in writing through secure patient portal or email • Insufficient notice may result in administrative processing fees • Emergency situations evaluated on case-by-case basis

Notice Processing

• Written cancellation notice required for documentation • Confirmation of cancellation provided within 24-48 business hours • Coordination with pharmacy partners to halt future shipments • Final medical consultation recommended for safe program conclusion

Administrative Charges and Fees

Advance Notice Compliance

• 7+ days advance notice: No administrative charges applied • Less than 7 days notice: Administrative processing fees may apply • No notice/same day: Full administrative charges and current month non-refundable

Administrative Fee Structure

• Late cancellation administrative fee: Varies based on processing requirements • Pharmacy coordination fees for last-minute shipment cancellations • Medical record processing and final consultation coordination fees

Special Circumstances and Medical Exceptions

Medical Contraindications

• New medical conditions discovered during treatment evaluated individually • Physician-determined medical contraindications may qualify for exception review • Documentation from treating physician required for medical exception requests • Patient safety takes priority in medical exception determinations

Emergency Situations

• Hospitalization or emergency medical situations reviewed case-by-case • Family emergency situations considered with appropriate documentation • Natural disasters or force majeure events evaluated individually • Documentation required for all emergency exception requests

Third-Party Financing and Refunds

Financing Company Arrangements

• Any financial arrangements with third-party companies are between customer and that company • RenuviaMD™ does not participate in or guarantee third-party financing refund processes • Patients responsible for coordinating refunds with their financing company • RenuviaMD™ refund eligibility independent of third-party financing terms

Refund Processing with Third-Party Financing

• Eligible refunds processed to original payment method when possible • Third-party financing refunds coordinated between patient and financing company • RenuviaMD™ provides documentation of refund eligibility to support patient requests • Processing times may vary based on third-party company policies

Refund Processing and Timelines

Processing Timeline

• Eligible refunds processed within 7-10 business days of approval • Refund approval requires verification of medication shipment status • Original payment method used for refund when possible • Bank processing times additional to RenuviaMD™ processing period

Refund Method

• Refunds issued to original payment method (credit card, ACH) • Alternative refund methods considered on case-by-case basis • Processing fees may be deducted from refund amount • Confirmation of refund processing provided to patient

Program Transfer and Credit Options

Program Modifications

• Program changes (Bridal to standard, individual to couples) may be accommodated • Transfer between different RenuviaMD™ programs subject to medical evaluation • Price differences addressed through additional payment or partial credit • Medical re-evaluation required for program transfers

Future Program Credit

• In exceptional circumstances, program credit for future enrollment may be considered • Credit terms and expiration dates established at time of issuance • Medical re-evaluation required for future program enrollment • Credit transferability limited to original patient only

Dispute Resolution

Internal Review Process

• Refund disputes reviewed by medical director and administrative team • Patient concerns addressed through secure communication channels • Documentation review and medical record analysis for dispute resolution • Response to dispute inquiries within 5-7 business days

Appeal Process

• Denied refund requests may be appealed with additional documentation • Medical exceptions require physician documentation and review • Final determination made by medical director • Appeal responses provided within 10-14 business days

Important Policy Clarifications

Key Refund Limitations

• No refunds for months where medication has been shipped and received • No prorated refunds for partial month usage • No refunds for medical consultation and evaluation services • 7 days advance notice required to avoid administrative charges

Patient Responsibilities

• Complete and accurate information on pre-qualification forms • Timely communication regarding program changes or discontinuation • Coordination with third-party financing companies for refund processing • Compliance with advance notice requirements

Medical Practice Limitations

• RenuviaMD™ does not handle controlled substances • No insurance accepted - all programs are private pay • Medications fulfilled by third-party FDA-registered pharmacies • No on-site medication dispensing or returns

Contact Information for Refund Requests

Refund Request Submission

• Submit written requests through secure patient portal • Email requests to designated patient services address • Include patient information, program details, and reason for refund request • Provide advance notice of program discontinuation

Processing Coordination

• Patient services team coordinates with medical and administrative staff • Pharmacy coordination for shipment status verification • Regular updates provided during refund processing period • Final confirmation and documentation provided upon completion

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Policy September/2025
Last Updated: September/2025
Approved By: Medical Director, RenuviaMD™

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This refund policy is subject to change with appropriate notice. All refund determinations made in accordance with medical practice standards and applicable regulations. Patient safety and appropriate medical care remain the primary considerations in all refund decisions.