Subscription Services Cancellation and Refund Policy

Subscription Services

• Your membership in the subscription program (“Subscription Service”) begins once you have completed the intake form and paid for the first month of the Subscription Services.
• Please note if you are disqualified by our healthcare provider for a medical reason you will receive a full refund.
• The Subscription Services include access to healthcare providers, medications where appropriate, and online support.
• There is no guarantee of results or effectiveness of any treatment or care plan provided to you as part of your participation or use of the Subscription Services.
• This Refund Policy is incorporated into our Terms and Conditions which govern the Subscription Services.

Cancellation Policy

• You may cancel your Subscription Service at any time for any reason. To cancel your Subscription Services, please request a cancellation through your online account/patient portal.
• To ensure a smooth process, we require your cancellation request to be received at least 72 hours prior to your next billing date. If prior notice is not received in this window, your subscription will be charged in accordance with the then-current billing cycle, and the cancellation will take effect on the subsequent billing cycle.
• After cancellation, you will continue to receive the Subscription Services through the end of the then-current billing cycle.
• Please see our Refund Policy below to determine if you are eligible for a refund for your canceled Subscription Service.

Refund Policy

• If your Subscription Service is cancelled by notifying patient support through your patient portal within the first 72 hours of your Subscription term and you have not received any Subscription Services, you will be issued a full refund.
• If your Subscription Service is cancelled due to disqualification by our healthcare provider, you will be issued a refund for your Subscription Service charges following the disqualification.
• If your Subscription Service is charged monthly, YOU WILL NOT BE ISSUED A REFUND UPON CANCELLATION FOR THE MONTH IN WHICH THE CANCELLATION OCCURRED OR FOR ANY PRIOR MONTHS.
• If your Subscription Service is charged 2 or more months at a time, you will be issued a refund for the months for which no medication was shipped to you.
• Other than as outlined above, IN NO EVENT WILL YOU BE ISSUED A REFUND UPON CANCELLATION OF THE SUBSCRIPTION SERVICES.
• Federal law generally prohibits the return of prescription medications to pharmacies for refund or reuse once they have been ordered for a patient. This policy ensures that all medications are handled and dispensed with utmost care and compliance.

Damaged or incorrect items

• Please inspect your items immediately upon receipt. If any of the items appears to be damaged or incorrect, please immediately contact customer service through your patient portal.
• Damaged items: Damaged items may be replaced by the pharmacy upon receipt of evidence of damage.
• Incorrect items: Incorrect items will be replaced by the pharmacy.

Subscription Services FAQs

What is included in my Subscription Services price?

Your Subscription Services represents a single price for the subscription purchased. This may include consultations both live and via electronic form submissions and reviews by a healthcare provider for medications that are fulfilled through a pharmacy, lab services, or other health care services for which we collect payments, 24/7 patient support line, and other services to support your medical journey.

What if my healthcare provider determines I am no longer eligible for the Subscription Services?

If your healthcare provider determines you are no longer eligible for the Subscription Services, your subscription will be canceled, and a refund may be issued. If you have questions or concerns about an eligibility-initiated cancellation, please contact our patient support through your patient portal.

Policy scope

This policy applies to Subscription Services. Non-subscription purchases are subject to the terms presented for that purchase. Review the applicable billing, cancellation, and refund terms during enrollment before authorizing payment.

Contact Sovi

For website support or privacy requests, contact Sovi Life LLC at [email protected]. For medical questions or information about your treatment, use your secure patient portal. Please do not send medical records, payment card details, or other sensitive information by ordinary email.