Refund & Cancellation Policy

VitaRelay's software subscription fees, platform access fees, onboarding fees, implementation fees, account setup fees, licensing fees, technology fees, administrative fees, and other SaaS-related charges are generally non-refundable once billed.

This includes, but is not limited to:

• Monthly or annual software subscription fees;
• Platform access fees;
• Setup, onboarding, training, or implementation fees;
• White-label configuration fees;
• Account activation fees;
• Practice, affiliate, pharmacy, or vendor network access fees;
• Payment processing, reporting, routing, automation, compliance, or administrative technology fees.

Because these fees cover access to software, technology infrastructure, support, setup, configuration, compliance tools, account management, and operational resources, they are not dependent on the customer's actual usage volume, order volume, patient volume, prescription volume, or revenue generated.

VitaRelay does not guarantee that any user, practice, affiliate, pharmacy, vendor, provider, or customer will receive any specific number of orders, prescriptions, approvals, sales, patients, shipments, reimbursements, profits, or revenue.

No refund will be issued because of:

• Lower-than-expected sales or order volume;
• Patient cancellations or non-responses;
• Prescription denials or medical ineligibility;
• Insurance issues, prior authorization issues, or coverage limitations;
• Pharmacy rejection, stock issues, or inability to compound or dispense a product;
• Vendor inventory shortages;
• Delayed onboarding caused by incomplete information from the customer;
• Customer failure to use the platform;
• Customer dissatisfaction with business performance, lead quality, conversion rate, or revenue outcome.

Due to the nature of prescription medications, compounded products, peptides, biologics, injectables, sterile preparations, temperature-sensitive products, and other healthcare items, all product orders are generally final once they have been submitted for processing, sent to a pharmacy, accepted by a fulfillment partner, compounded, dispensed, packaged, shipped, or otherwise placed into fulfillment.

VitaRelay cannot accept returns of prescription medications, compounded preparations, peptides, sterile products, cold-chain products, opened products, temperature-sensitive products, or products shipped directly from a pharmacy or fulfillment partner.

Refunds are generally not available for:

• Compounded medications;
• Prescription products;
• Peptides;
• Injectables;
• Sterile preparations;
• Refrigerated or cold-chain items;
• Custom-made or patient-specific preparations;
• Products already dispensed, compounded, packaged, or shipped;
• Products delayed by shipping carrier issues, weather, missed delivery, incorrect address, or customer unavailability;
• Products that a customer no longer wants after processing has begun.

A product order may be eligible for cancellation only if the cancellation request is received before the order has been submitted to the pharmacy, vendor, prescriber, or fulfillment partner, and before any processing, compounding, dispensing, packaging, or shipping has begun.

Once an order enters processing, cancellation may no longer be available.

VitaRelay will make commercially reasonable efforts to assist with cancellation requests, but cancellation is not guaranteed and may be subject to the independent pharmacy, vendor, prescriber, or fulfillment partner's policies.

If a product arrives damaged, incorrect, missing, defective, or otherwise affected by a fulfillment error, the issue must be reported within 48 hours of delivery unless a different timeframe is required by the pharmacy, vendor, or fulfillment partner.

The customer may be required to provide:

• Order number;
• Photos of the package and product;
• Photos of the shipping label;
• Temperature indicator photos, if applicable;
• Description of the issue;
• Confirmation of delivery date and condition;
• Any other information reasonably required by the fulfillment partner.

Depending on the circumstances and the applicable pharmacy or vendor policy, the available remedy may be a replacement, credit, partial refund, full refund, or denial of the claim.

VitaRelay will help route the issue to the appropriate pharmacy, vendor, or fulfillment partner, but VitaRelay does not independently guarantee replacement or refund approval for third-party fulfilled products.

Shipping fees, handling fees, fulfillment fees, packaging fees, cold-chain fees, and delivery charges are generally non-refundable once an order has been processed or shipped.

VitaRelay is not responsible for delays, failed deliveries, returned packages, or product loss caused by:

• Incorrect or incomplete shipping information;
• Customer failure to accept delivery;
• Missed delivery attempts;
• Carrier delays;
• Weather delays;
• Holidays or weekends;
• Acts of God or events outside reasonable control;
• Shipping carrier mishandling;
• Packages left unattended after delivery;
• Temperature exposure after delivery;
• Customer failure to retrieve refrigerated or cold-chain products promptly.

For cold-chain, refrigerated, or temperature-sensitive products, the customer is responsible for ensuring timely receipt and proper storage immediately upon delivery.

Payment processing fees, card fees, ACH fees, merchant fees, chargeback fees, wire fees, transaction fees, and related processing costs are non-refundable unless VitaRelay determines, in its sole discretion, that an error occurred.

If a refund is approved, any non-refundable payment processing fees may be deducted from the refund amount.

Customers agree to contact VitaRelay first before initiating a chargeback, payment dispute, or reversal.

Improper chargebacks or payment disputes may result in:

• Suspension of platform access;
• Account restriction;
• Delayed order processing;
• Cancellation of pending orders;
• Collection of outstanding balances;
• Recovery of chargeback fees, dispute fees, and administrative costs.

Filing a chargeback does not cancel any contractual obligation owed to VitaRelay or its partners.

Customers may cancel a SaaS subscription by providing written notice to VitaRelay at least 30 days before the next billing date, unless a separate written agreement provides different cancellation terms.

Cancellation stops future billing after the applicable notice period. Cancellation does not create a refund for prior charges, current billing periods, onboarding fees, setup fees, annual fees, minimum commitments, or services already provided.

If a customer cancels in the middle of a billing cycle, the customer will continue to have access through the end of the paid billing period unless VitaRelay determines otherwise.

Annual subscriptions, prepaid plans, minimum monthly commitments, custom enterprise agreements, white-label builds, implementation projects, and negotiated service agreements are non-refundable unless expressly stated in a signed written agreement.

If a written agreement between VitaRelay and the customer contains specific refund, cancellation, payment, or termination terms, that written agreement will control over this general policy.

VitaRelay may suspend or terminate platform access if a customer violates VitaRelay's terms, fails to pay invoices, misuses the platform, engages in fraudulent activity, violates healthcare, pharmacy, advertising, privacy, payment, or compliance requirements, or creates legal, regulatory, reputational, or operational risk.

No refund will be issued for suspension or termination caused by customer misconduct, non-payment, compliance violations, fraud, abuse, chargebacks, or breach of agreement.

Certain products, services, prescriptions, consultations, pharmacy fulfillment, payment processing, shipping, telehealth, affiliate, vendor, or partner services may be subject to third-party terms and policies.

Those third-party policies may control whether a refund, replacement, credit, or cancellation is available.

VitaRelay is not responsible for refund decisions made by independent pharmacies, prescribers, providers, laboratories, vendors, manufacturers, carriers, payment processors, or other third-party partners.

In certain cases, VitaRelay may issue a platform credit instead of a refund. Credits are issued at VitaRelay's sole discretion and may be applied only to future eligible platform fees or services.

Credits have no cash value, are non-transferable, and may expire if not used within the timeframe stated at the time of issuance.

To request a refund, cancellation, credit, or order review, contact VitaRelay at:

Please include:

• Account name;
• Order number or invoice number;
• Date of transaction;
• Amount paid;
• Reason for request;
• Supporting documentation, if applicable.

VitaRelay will review refund requests in good faith. Submission of a request does not guarantee approval.

Approved refunds will generally be processed back to the original payment method within a commercially reasonable timeframe. Bank, card, ACH, and payment processor timelines may vary.

The following are final sale and non-refundable unless VitaRelay determines otherwise in writing:

• SaaS platform fees;
• Setup and onboarding fees;
• Implementation fees;
• Custom development or configuration fees;
• White-label fees;
• Compliance, routing, payment, or administrative technology fees;
• Prescription medications;
• Compounded medications;
• Peptides;
• Sterile preparations;
• Injectables;
• Refrigerated or cold-chain products;
• Products already processed, compounded, dispensed, packaged, or shipped;
• Shipping and handling fees;
• Payment processing fees;
• Affiliate, commission, settlement, or administrative fees already earned or distributed.

VitaRelay may update this Refund & Cancellation Policy from time to time. The updated version will be posted on VitaRelay's website or otherwise made available through the platform. Continued use of VitaRelay's services after an update means you accept the updated policy.

This policy is intended to explain VitaRelay's general refund and cancellation practices. It does not replace any signed agreement between VitaRelay and a customer, pharmacy, vendor, affiliate, provider, or partner.

Where a signed agreement conflicts with this policy, the signed agreement will control.