1. Overview
ELIVE RX LLC ("ELIVE RX") offers direct-pay telehealth programs. This Refund Policy explains when refunds may be available and how to request one. This policy is incorporated into our Terms of Service.
Payment for a program does not guarantee prescription approval or treatment. Refund eligibility depends on the stage of your order and the services already rendered.
2. What Program Fees Cover
Program fees may include:
- Access to the ELIVE RX telehealth platform and clinical intake through Uniloop
- Licensed clinician review of your health information
- Care team support during your program
- Medication, supplies, and delivery when prescribed and included in your selected package
3. Refund Eligibility
Refunds may be considered under the following conditions:
- Before clinical review begins: [TBD — e.g., full refund if requested within 48 hours of payment and before intake is submitted]
- Duplicate or erroneous charges: Contact us promptly if you believe you were charged in error
- Program cancellation by ELIVE RX: If we are unable to provide services in your state or for other operational reasons on our end
4. Non-Refundable Situations
Generally, fees are non-refundable once:
- Your clinical intake has been submitted and licensed clinician review has begun
- A prescription has been written and transmitted to a partner pharmacy
- Medication has been prepared, shipped, or delivered
- Clinical consultation time has been rendered by a licensed provider
Additional non-refundable scenarios to confirm: [TBD — client-specific list]
5. How to Request a Refund
- Email jason@eliverx.com with your full name, order date, and reason for the request
- Include your account email and program selected
- Our team will review your request and respond within [TBD — e.g., 5 business days]
6. Refund Timing
Approved refunds are processed to the original payment method through Stripe within [TBD — e.g., 7–10 business days]. Your financial institution may require additional time to post the credit.
7. Shipping and Fulfillment Issues
If you experience a shipping delay, damaged package, or fulfillment issue, contact us at jason@eliverx.com. We will work with you and our pharmacy partners to resolve the issue. Resolution may include replacement shipment or partial credit depending on circumstances.
8. Chargebacks
If you have a billing concern, please contact us before initiating a chargeback with your bank. We are committed to resolving disputes fairly and promptly.
9. Contact
ELIVE RX LLC
Email: jason@eliverx.com
Phone: [TBD — support phone]
Dallas, TX