Refund Policy

1. Overview

This policy applies to purchases made through Pepteeva Health, LLC ("Pepteeva Health," "we," "our," or "us"), including membership subscriptions, prescription-based treatment programs, and lab testing services.

• All amounts are stated and refunded in U.S. dollars, to the original payment method.
• Charges may appear on your statement as LocumTele, our telehealth partner. Refunds are requested through Pepteeva Health regardless of the statement descriptor.
• Nothing in this policy limits any rights you may have under applicable consumer protection laws.

2. If a Provider Does Not Prescribe

All prescriptions on our platform are issued solely at the discretion of independent licensed healthcare providers after an individual consultation. Completing an intake or paying for a treatment program does not guarantee that a prescription will be issued.

• If the provider determines that a prescription-based treatment is not appropriate for you, you will receive a refund of the full amount paid for that medication or product.
• If the provider recommends a different treatment than the one you purchased, you may choose to apply your payment to the recommended option (paying or receiving the difference) or request a refund instead.
• Fees for services already completed at the time of the decision — such as a completed provider consultation or a lab kit that has already shipped — are non-refundable.

Refunds under this section are initiated automatically where possible; if you have not seen the refund within the timeline described in Section 8, contact us using the steps in Section 7.

3. Memberships & Subscriptions

Cancellation

You may cancel your membership at any time from your member portal ("Manage account") or by contacting info@pepteevahealth.com. Cancellation stops future renewals; your membership remains active until the end of the current billing period. To avoid a renewal charge, cancel at least 24 hours before the end of the current period.

Refunds

• Monthly memberships: if you were charged and have not used membership benefits during that billing period, you may request a refund of that charge within 30 days.
• Annual memberships: within 30 days of purchase, you may request a full refund if membership benefits have not been used. After 30 days, you may request a prorated refund of the remaining full months, calculated using the standard monthly rate for months already elapsed.
• Membership discounts applied to product purchases are not reversed retroactively when a membership is refunded, but future purchases will no longer receive member pricing.

4. Medications & Products

• Before dispensing: you may cancel an order for a full refund at any time before the prescription is dispensed by the pharmacy.
• After dispensing: compounded medications are prepared for you pursuant to an individual prescription and, once dispensed by our pharmacy partner, are non-refundable. Federal and state pharmacy regulations do not permit the return or resale of dispensed medications.
• Orders that are not shipped: if a paid order cannot be fulfilled or shipped for any reason attributable to us or our pharmacy partners, you will receive a full refund of that order.
• Lost, damaged, or incorrect shipments: report the issue within 14 days of the expected or actual delivery date and we will coordinate a replacement or, where a replacement is not possible, a refund.

5. Lab Testing

• Lab testing fees are refundable if you cancel before the kit ships.
• Once a lab kit has shipped, the fee is non-refundable, whether or not the kit is used.
• If a lab kit arrives damaged or unusable, contact us within 14 days and we will send a replacement at no additional cost.

6. Non-Refundable Items

For clarity, the following are not eligible for a refund:

• Compounded medications after they have been dispensed by the pharmacy.
• Provider consultations that have already been completed.
• Lab testing fees after the kit has shipped.
• Membership periods already used, beyond what is described in Section 3.
• Purchases made on third-party platforms (for example, Locumtelly), which are governed by those platforms' own policies.

7. How to Request a Refund

Email info@pepteevahealth.com with the subject line "Refund Request" and include:

• The full name and email address on your account.
• The date and approximate amount of the charge.
• The product, program, or membership involved and the reason for the request.

You may also reach us through our Contact page or at 1-800-PEPTEEVA.

8. Processing & Timelines

• We will acknowledge your request within 2 business days.
• We will review and decide on the request within 10 business days of receiving all required information.
• Approved refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer.
• Refunded charges appear from the same descriptor as the original charge (which may be LocumTele).

9. Changes to This Policy

We may update this Refund Policy from time to time. The current version will always be posted on this page with its effective date. Changes apply to purchases made after the change takes effect; purchases made before a change remain governed by the version in effect at the time of purchase.

10. Contact Us

If you have questions about this Refund Policy, please contact:

See also our Terms of Service, Privacy Policy, and Telehealth Informed Consent.