Refund Policy

This Refund Policy explains how cancellations and refunds work for the subscriptions, consultations, and compounded medications offered through The Pep Club. It is incorporated by reference into the Terms of Service and read together with the Patient Consent.

The two operative rules behind everything below are: (a) you can stop future billing at any time from your account; and (b) once a compounded preparation has been dispensed for you, it cannot be returned, resold, or refunded because it was prepared specifically for your prescription. Sections 1 to 6 explain how those rules apply in each common situation.

New subscribers may cancel any Subscription (a Biomarker Plan or a Medication Subscription) within seven (7) calendar days of first signup and receive a full refund of subscription fees paid, provided that:

• No biomarker collection kit has shipped for the cycle in question;
• No prescription has been written or dispensed under your account for the cycle in question; and
• You request the refund through one of the channels described in Section 6 below.

If a kit has already shipped or a prescription has already been filled when you request the refund, the standard cancellation rules in Sections 2 to 4 below apply instead. The cooling-off period applies once per account and does not reset on subsequent re-subscribes.

You may cancel any individual Subscription at any time from the account page in the patient portal. Cancellation:

• Stops the next billing cycle for that Subscription only; other active Subscriptions on your account continue uninterrupted;
• Does not refund the fee for the current cycle if the cycle's kit or prescription has already been processed or shipped;
• Preserves your access to any biomarker results and patient-portal records returned during cycles you paid for; and
• Does not terminate your patient-physician relationship with the Medical Practice; that relationship is separately managed and continues to give you the right to request medical records under the Privacy Policy.

Cancellations 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.

Consultation fees, where billed separately from a 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 physician of the Medical Practice 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 6 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.

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 5 would otherwise apply.

For any refund or cancellation request not handled by the in-portal account page, email hello@thepepclub.com from the email address associated with your account. Include:

• The order reference or Subscription identifier from your account page;
• 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. Refund decisions and amounts are documented in your account's billing history.

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 physician of the Medical Practice.

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