Refund Policy

This Refund Policy explains how refunds work for the one-off lab panels sold through The Pep Club, and how cancellations and refunds work for the Medication Subscriptions, consultations, and compounded medications offered alongside them. It is incorporated by reference into the Terms of Service and read together with the Patient Consent.

The three operative rules behind everything below are: (a) a lab panel is a one-off purchase, so nothing renews and there is nothing to cancel, and the only refund right on a panel is the seven-day cooling-off period in Section 2; (b) you can stop future billing on any Medication Subscription at any time from that treatment's refill page in the patient portal; and (c) once a compounded preparation has been dispensed for you, it cannot be returned, resold, or refunded because it was prepared specifically for your prescription. The numbered sections below explain how those rules apply in each common situation.

Within seven (7) calendar days of your first purchase you may request a full refund of the lab panel and Medication Subscription fees you paid, provided that:

• No collection kit has shipped for a lab panel you purchased;
• No prescription has been written or dispensed under your account; and
• You request the refund through one of the channels described in Section 9 below.

Consultation fees are not covered by this window; they follow Section 5 below. If a kit has already shipped or a prescription has already been filled when you request the refund, the standard rules in Sections 3 to 6 below apply instead. The cooling-off period applies once per account and does not reset on later purchases, and it is the only refund right that applies to a lab panel purchase.

A lab panel is a one-off purchase. You are charged once, at checkout, for the panel you selected, and one collection kit ships for that purchase. Nothing renews, so there is nothing to cancel.

• A panel purchase is refundable only under the seven-day cooling-off period in Section 2, on every condition listed there. That period is the only refund right that applies to a lab panel;
• Once the cooling-off period has closed, or once any of its conditions stops being met, no panel purchase is refundable: the kit and its prepaid return label have been committed;
• You keep access to the results and patient-portal records from every panel you paid for, whether or not you buy another one; and
• Continuing-member pricing (5% off a panel from three months, 10% from six months) is applied automatically at checkout based on the date of your first completed purchase. A discount already applied to a purchase is not refunded separately.

If a kit is lost, arrives damaged, or never reaches you, that is a shipping failure rather than a refund question; see Section 8 below for how to report it.

You may cancel any individual Medication Subscription at any time from that treatment's refill page in the patient portal. Cancellation:

• Stops the next billing cycle for that Medication Subscription only; other active Medication Subscriptions on your account continue uninterrupted;
• Does not refund the fee for the current cycle if the cycle's prescription has already been processed or shipped;
• Does not affect any lab panel you have already purchased, and does not affect your access to results already returned; and
• Does not terminate your patient-provider relationship with Arora Health and Aesthetics, LLC (the “Group”), whose engaged providers deliver your clinical care; that relationship is separately managed and continues to give you the right to request medical records under the Privacy Policy.

Cancellations of a Medication Subscription submitted within forty-eight (48) hours of the next billing date may not stop that cycle's charge in time; if you are cancelling close to a renewal date, contact patient support so the cancellation can be confirmed before the next charge runs. Lab panels have no billing date and no renewal, so this timing rule does not apply to them.

Consultation fees, where billed separately from a lab panel or a Medication Subscription, are refundable until the consultation begins. Specifically:

• You may cancel a scheduled telehealth visit and receive a full refund of the consultation fee at any time before the visit start time, through the in-portal scheduling page or by emailing patient support;
• If you do not attend a scheduled visit and do not cancel in advance, the consultation fee is forfeited so the physician's reserved time can be accounted for;
• If a technical failure on our side (audio loss, video freeze, dropped connection, portal outage) prevents a scheduled visit from proceeding, the visit will be rescheduled at no additional charge and you will not be billed for the prevented visit; and
• If the physician, in their sole clinical discretion, declines to proceed with the consultation after intake review (for example, you are not a clinical fit, or in-person care is recommended instead), the consultation fee is refunded in full.

A prescription that has been written by a provider engaged by the Group but not yet dispensed by the Affiliated Pharmacy may be cancelled. If the cycle's Medication Subscription fee was already charged and the pharmacy has not yet begun compounding, the fee is refunded in full.

Once the Affiliated Pharmacy has begun compounding the preparation for your prescription, the fee is no longer refundable. Compounded preparations are prepared from raw ingredients in response to your individual prescription and cannot be returned to general inventory once compounding has started. To avoid this outcome, cancel a Medication Subscription at least seventy-two (72) hours before the next scheduled ship date.

Compounded medications, once dispensed and shipped, are not refundable, returnable, or resaleable under any circumstance. This rule is not a policy choice; it reflects the patient-specific nature of compounded fulfillment and is uniform across the licensed compounding-pharmacy industry. A preparation compounded for one patient cannot lawfully be re-dispensed to another patient.

The exception is a pharmacy-side defect or shipping-related failure described in Section 8 below, where the remedy is a re-compound and re-ship at no additional cost to you (not a cash refund).

If any of the following occurs, contact patient support at hello@thepepclub.com within forty-eight (48) hours of the qualifying event so we can investigate and arrange a remedy:

• Your shipment is lost in transit or never arrives by the documented delivery date;
• Your shipment arrives visibly damaged, with broken vials, broken seals, melted cold packs, or other obvious carrier-handling failures;
• The dispensed medication does not match the prescription on file (wrong drug, wrong concentration, wrong quantity, wrong patient name);
• The dispensed medication arrives past its labeled beyond-use date; or
• Your physician determines after dispensing that you have a contraindication that was not surfaced during intake and instructs you to stop the medication.

For a collection kit that is lost in transit, arrives damaged, or is never delivered, contact patient support at the address above. We will trace the shipment with the carrier and work out the remedy with you case by case. A shipping failure after a kit has shipped does not on its own reopen the cooling-off period described in Section 2, because that window closes once a kit ships.

For a compounded medication, the standard remedy in each of the above cases is a re-compound and re-ship of the prescription at no additional cost to you, coordinated between The Pep Club, the Affiliated Pharmacy, and the carrier. Where a re-compound is clinically inappropriate (for example, the physician has stopped the medication entirely for a contraindication that prevents continued therapy), the unused portion of the Medication Subscription fee for the cycle is refunded as a goodwill measure even though Section 7 would otherwise apply.

For any refund or cancellation request you cannot complete in the patient portal, email hello@thepepclub.com from the email address associated with your account. Include:

• The date and tier of the panel purchase, or the medication and the date of the charge. Consultation fees and medication charges are listed in the billing history in your patient portal; panel purchases are not listed there yet, so take that date from your card statement;
• A brief description of the issue or the reason for the cancellation; and
• Where a shipping or pharmacy issue is involved, a photo of the affected shipment if you can safely capture one (helps the Affiliated Pharmacy investigate the carrier-handling failure).

Approved refunds are issued to the original payment method within five (5) to ten (10) business days of approval. Your bank or card issuer may take additional days to post the credit. We confirm the decision and the amount by email to the address on your account.

Please contact us before filing a payment-card chargeback. A chargeback opened without first contacting patient support often blocks the Affiliated Pharmacy from being able to investigate the underlying shipping or pharmacy issue and can delay the very refund or re-ship you are seeking.

Disputes about a refund decision that cannot be resolved with patient support escalate per the dispute-resolution process described in the Terms of Service.

Refund requests and shipping or pharmacy issues: hello@thepepclub.com.

Clinical questions about a prescription: send a message through the patient portal so it can be routed to a provider engaged by the Group.

Medical emergencies: call 9-1-1 or go to the nearest emergency department.