National Telehealth Providers

Refund, Dispute & Cancellation Policy

NATIONAL TELEHEALTH PROVIDERS
REFUND, CANCELLATION & DISPUTE POLICY
Last Updated: August 7, 2026

This Refund, Cancellation & Dispute Policy ("Policy") applies to purchases, memberships, subscriptions, programs, and other services purchased through National Telehealth Providers ("National Telehealth Providers," "NTP," "we," "us," or "our").

By purchasing or enrolling in a Service through NTP, you acknowledge and agree to this Policy.

NTP facilitates access to healthcare and related services provided by independent healthcare organizations, healthcare professionals, pharmacies, laboratories, veterinary service providers, technology providers, and other third parties.

Because many Services involve professional services or third-party costs that may be incurred shortly after enrollment or purchase, certain charges become non-refundable once the applicable service has been provided, initiated, ordered, processed, or otherwise incurred.

1. GENERAL REFUND POLICY
Except where otherwise expressly stated at checkout or required by applicable law, payments made to NTP are non-refundable once the applicable Service has been provided, initiated, ordered, processed, or a related third-party cost has been incurred.

Non-refundable charges may include amounts associated with:
Completed or initiated healthcare consultations;
Provider evaluations;
Medical record review;
Clinical eligibility determinations;
Laboratory orders or laboratory services;
Prescription processing;
Pharmacy processing or fulfillment;
Medications that have been prepared, compounded, dispensed, or shipped;
Shipping charges;
Veterinary consultations or services;
Administrative or technology services;
Membership access already provided; and
Other third-party services or costs already incurred in connection with a patient's enrollment or treatment.

NTP may review refund requests involving Services that have not yet been performed, initiated, processed, or incurred.

Any refund issued outside the requirements of this Policy is discretionary and does not create an obligation to issue similar refunds in the future.

Nothing in this Policy limits refund or cancellation rights that cannot legally be waived.

2. NO GUARANTEE OF TREATMENT OR PRESCRIPTION
Payment for a healthcare program does not guarantee that a patient will:
Qualify for treatment;
Receive a particular diagnosis;
Receive a prescription;
Receive a particular medication;
Receive a particular medication dosage;
Be approved for Testosterone Replacement Therapy ("TRT");
Receive a requested laboratory order; or
Receive any particular clinical outcome.

All clinical decisions are made by the independent licensed healthcare professional responsible for the patient's care.

A healthcare provider may determine that a requested medication or treatment is not clinically appropriate.

A provider's decision not to prescribe a requested medication, including testosterone, does not by itself create a right to a refund for healthcare evaluations, consultations, laboratory services, administrative services, or other Services that have already been performed or incurred.

3. CARE SERVICES
NTP facilitates access to certain Care Services, including Primary Care, Urgent Care, Behavioral Health, Dermatology, and other healthcare services through independent healthcare organizations and licensed partners.

Payments for Care Services may be collected directly by NTP.

Cancellation of an NTP Care Services membership or subscription does not retroactively cancel healthcare services that have already been used.

No partial or prorated refund will generally be issued for a billing period during which access to the applicable Care Services has already been made available, except where required by law or expressly stated otherwise.

Patients who cancel a recurring Care Services membership will generally retain access through the end of the applicable paid billing period unless otherwise disclosed.

4. VETERINARY SERVICES
NTP may facilitate access to veterinary telehealth and related services through independent third-party veterinary service providers.

Fees associated with veterinary consultations or other veterinary professional services that have already been performed or initiated are non-refundable except where required by applicable law.

A veterinarian's professional decision regarding an animal's care, including a decision not to recommend or prescribe a particular treatment, does not by itself create a right to a refund for professional services already provided.

5. TESTOSTERONE REPLACEMENT THERAPY
NTP facilitates access to evaluation and treatment for testosterone deficiency through independent healthcare providers and licensed partners, including their participating healthcare professionals and/or professional medical entities.

Enrollment in or payment for a TRT program does not guarantee that testosterone will be prescribed.

A patient's treating healthcare provider independently determines whether TRT is medically appropriate.

TRT-related charges may include or relate to:
Healthcare provider evaluations;
Clinical eligibility review;
Follow-up care;
Laboratory testing;
Administrative or technology services;
Prescription processing;
Medication;
Pharmacy fulfillment;
Supplies;
Shipping; and
Other components of the applicable program.

Once a healthcare evaluation, laboratory service, prescription-processing service, pharmacy service, medication fulfillment, or other program component has been performed, initiated, ordered, or incurred, the associated portion of the payment is non-refundable except where required by law.

6. MEDICATIONS AND PHARMACY FULFILLMENT
Prescription medications are generally not eligible for return or refund once they have been prepared, compounded, dispensed, shipped, or otherwise fulfilled by a pharmacy, except where required by law or where the dispensing pharmacy determines that a replacement or other remedy is appropriate.

Patients should promptly report medications that are:
Damaged during shipment;
Incorrectly dispensed;
Missing from a shipment;
Lost during shipment; or
Otherwise affected by a fulfillment or delivery issue.

NTP may assist in coordinating with the applicable pharmacy or shipping provider when appropriate.

Reporting a medication or shipping issue does not automatically entitle the patient to a monetary refund. Depending upon the circumstances, an appropriate resolution may include replacement, reshipment, pharmacy review, carrier investigation, account credit, refund, or another remedy.

Clinical concerns regarding a medication must be directed to the patient's healthcare provider or dispensing pharmacist.

7. LABORATORY SERVICES
Laboratory fees may become non-refundable once a laboratory order has been submitted, a laboratory appointment or service has been initiated, a specimen has been collected, or a third-party laboratory charge has otherwise been incurred.

Failure by a patient to complete required laboratory testing does not necessarily entitle the patient to a refund for laboratory or other program costs already incurred.

If a laboratory service cannot be completed because of circumstances attributable to the laboratory or NTP's program arrangements, NTP may review the matter and determine an appropriate resolution.

8. MONTH-TO-MONTH SUBSCRIPTIONS
Unless different terms are expressly disclosed at enrollment, month-to-month subscriptions may be canceled at any time.

Cancellation will generally become effective at the end of the current paid billing period.

Cancellation prevents future recurring charges after the cancellation becomes effective.

Cancellation does not retroactively refund the current billing period.

No partial or prorated refund or credit will generally be provided for unused time remaining in a billing period.

Access to applicable Services may continue through the end of the paid billing period.

9. MULTI-MONTH, ANNUAL, AND BUNDLED PLANS
Patients or users who purchase a prepaid multi-month, annual, bundled, or fixed-term program are purchasing the applicable program for the term disclosed at enrollment.

Unless expressly stated otherwise at checkout or required by law:
The purchase is not converted into a month-to-month plan because the patient stops using the Service;
Early cancellation does not automatically create a right to a prorated refund;
Services may remain available through the applicable purchased period; and
Amounts associated with Services already performed or costs already incurred remain non-refundable.

If a fixed-term plan is being paid through installments, cancellation does not necessarily eliminate payment obligations associated with a committed term where those obligations were clearly disclosed and agreed to at enrollment.

10. CANCELLATION OF TRT SERVICES
Patients may request cancellation of future recurring TRT program charges in accordance with the cancellation terms applicable to their selected program.

Cancellation of recurring billing does not reverse Services or costs already incurred before cancellation.

For example, if prior to cancellation:
A healthcare provider has completed or initiated an evaluation;
A laboratory service has been ordered or performed;
A prescription has been issued or processed;
A pharmacy has begun processing or preparing medication;
Medication has been dispensed or shipped; or
Another third-party cost has been incurred,
the associated charges may remain non-refundable.

Cancellation of an NTP subscription or recurring payment is an administrative action and does not constitute medical advice to discontinue testosterone or any other treatment.

Patients should contact their treating healthcare provider through the applicable patient portal regarding questions about stopping, changing, or safely discontinuing treatment.

11. HOW TO CANCEL
Users may cancel an eligible recurring subscription by:
Using the applicable customer or billing portal, where available; or
Contacting National Telehealth Providers using the contact information provided on our website.

Cancellation requests should be submitted before the next scheduled billing date.

A cancellation request received after a recurring charge has already been processed does not automatically entitle the user to a refund of that charge.

Users are responsible for maintaining documentation or confirmation of their cancellation request.

12. BILLING ERRORS
If you believe you were charged:
An incorrect amount;
More than once for the same transaction;
After a properly submitted cancellation became effective; or
For a Service you did not purchase,
please contact NTP promptly.

NTP will review alleged billing errors and, where an error is confirmed, may issue a correction, credit, or refund as appropriate.

This Policy is not intended to prevent refunds for verified billing errors.

13. DISPUTES AND CHARGEBACKS
NTP encourages users to contact us directly regarding billing concerns before initiating a payment dispute or chargeback.

Many billing issues can be resolved more quickly by contacting NTP and allowing us an opportunity to review the transaction, cancellation history, services provided, and any applicable third-party costs.

Initiating a chargeback does not automatically cancel an active subscription. Users who wish to stop future recurring billing should separately submit a cancellation request through the applicable cancellation method.

If a chargeback or payment dispute is initiated, NTP may provide the payment processor, card network, bank, or other financial institution with records reasonably necessary to respond to the dispute, including as permitted by applicable law:
Transaction records;
Enrollment records;
Acceptance of applicable policies;
Cancellation records;
Account activity;
Communications;
Evidence that Services were accessed or provided;
Shipping or fulfillment information; and
Other relevant documentation.

NTP may suspend or restrict administrative or account access while a payment dispute involving that account is pending when reasonably necessary to protect NTP or participating service providers.

NTP will not retaliate against a user for exercising a lawful right to dispute a transaction.

Nothing in this Policy restricts rights available to consumers under applicable law or applicable card-network rules.

14. FRAUDULENT OR ABUSIVE PAYMENT DISPUTES
Users may not knowingly make false statements or submit fraudulent information in connection with a payment dispute.

Where NTP reasonably determines that a user has engaged in fraud, intentionally misrepresented transactions, improperly obtained Services without payment, or repeatedly abused payment-dispute procedures, NTP may take appropriate action permitted by law.

Such action may include:
Suspending or terminating NTP account access;
Declining future transactions;
Recovering valid outstanding balances;
Providing relevant documentation to payment processors or financial institutions; or
Pursuing other lawful remedies.

Independent healthcare providers remain responsible for determining whether and how ongoing medical care should be transitioned or discontinued.

15. EXCEPTIONAL CIRCUMSTANCES
NTP recognizes that unusual circumstances may arise.

NTP may review individual situations on a case-by-case basis and may, in its discretion and where legally permitted, provide a refund, account credit, replacement, reshipment, or other resolution even when one would not otherwise be required under this Policy.

Examples may include significant technical failures, confirmed duplicate billing, inability to provide a purchased Service, medication fulfillment errors, or other unusual circumstances.

A discretionary exception does not modify this Policy or require NTP to provide the same resolution in another case.

16. THIRD-PARTY REFUND POLICIES
Certain Services facilitated through NTP are performed by independent healthcare organizations, pharmacies, laboratories, veterinary service providers, technology platforms, or other third parties.

Those organizations may maintain separate refund, cancellation, replacement, shipping, or dispute policies applicable to services they provide.

Where applicable, a resolution may be subject to the policies of the organization that actually performed the service or supplied the product.

NTP will reasonably assist patients in identifying the appropriate party to contact when an issue concerns a third-party service provider.

17. CHANGES TO THIS POLICY
NTP may update this Policy from time to time to reflect changes in Services, participating providers, billing arrangements, or applicable law.

The effective date of the current Policy will appear at the top of this page.

Material changes may be communicated through the website, email, platform notification, or other reasonable means.

Changes will apply prospectively to the extent required by applicable law.

18. CONTACT US
For questions regarding:
Billing;
Refund requests;
Subscription cancellation;
Duplicate or incorrect charges;
Payment disputes; or
Administrative account issues,
please contact National Telehealth Providers using the contact information provided on our website.

Medical questions, including questions about prescriptions, medication dosage, laboratory results, side effects, or stopping treatment, should be directed to the patient's treating healthcare provider through the applicable patient portal.

Questions concerning medication dispensing, pharmacy fulfillment, or pharmacy-related shipping issues may also be directed to the applicable dispensing pharmacy.