Refund, Cancellation and Auto-Renewal Policy

Effective date: [EFFECTIVE DATE] | Last updated: [LAST UPDATED] | Version [VERSION]

This policy explains what you pay, how your plan renews, how to cancel, and when you can get your money back. Please read the Key terms first.

WellPeps, a Wyoming corporation (“WellPeps,” “we” or “us”), is not a medical practice or a pharmacy. Independent licensed clinicians provide your medical care. State-licensed pharmacies prepare and ship your medication. This policy covers what you pay through checkout and how we handle your payments.

1. Key terms

2. The free health assessment

2.1 What “free” means

Starting your health assessment is free. You do not pay a separate fee for the assessment or for your clinician’s review. You pay one monthly price for the treatment plan you choose. If your clinician decides not to prescribe, we refund everything you paid (Section 5.1).

2.2 How it works

1. Choose a treatment and answer health questions in the patient portal.
2. Check out. Before you enter your card, you see the monthly price and the renewal terms.
3. An independent licensed clinician reviews your answers. This is usually done online. The clinician may ask you for more information.
4. If the clinician prescribes, the prescription goes to a state-licensed pharmacy that prepares and ships your medication.
5. If the clinician does not prescribe, you get a full refund.

2.3 A prescription is not guaranteed

Paying does not guarantee a prescription. A licensed clinician decides whether treatment is medically appropriate for you. WellPeps does not make that decision and cannot change it.

2.4 When your card is charged

Your card is charged at checkout, before your clinician reviews your answers. That is why we refund you in full if you are not prescribed treatment. [ALTERNATIVE A: charge only after approval]

3. Automatic renewal

• Right after checkout: an email with the renewal terms, the price, the date of your next charge and how to cancel.
• After each charge: a receipt.
• At least [7 days] before each renewal: a reminder with the date, the amount, the cancellation deadline and how to cancel.
• At least once every 12 months while your plan is active: a reminder of the same details. (A reminder before each renewal counts.)
• Before any price change takes effect: a notice (Section 6.2).

4. How to cancel

4.1 Ways to cancel

• In your patient portal: sign in at [PORTAL URL] and send us a message that says you want to cancel.
• By email: write to [SUPPORT EMAIL] from the email address on your account and say you want to cancel.
• By phone: [SUPPORT PHONE AND HOURS, ONLY IF LIVE]

You do not need to call anyone, talk to a chatbot, give a reason or enter your card again. We may ask one question to confirm it is you. We will not make cancelling harder than signing up.

4.2 We confirm in writing

We confirm your cancellation by email within 1 business day. The email shows when we received your request, when your plan ends and whether any more charge will be made. Your request counts from the time we receive it. If you do not get the email within 1 business day, contact us. Keep the email.

4.3 The cancellation deadline

To be sure you are not charged for your next month, cancel at least [72 hours] before your next charge date. Your reminder email shows that date.

You can still cancel after the deadline, and we will still stop all future charges. If you cancel less than [72 hours] before your next charge date:

• If the pharmacy has not started preparing your medication, we cancel that order and refund the charge in full. If we have not made the charge yet, we will not make it.
• If the pharmacy has already started preparing your medication, the charge is not refundable and your order will ship. We will not charge you again.

4.4 What happens after you cancel

• You will not be charged again after we confirm your cancellation, except as stated in Section 4.3.
• Your plan stays active through the month you have already paid for. You can keep messaging your clinician in the patient portal through the end of that month. [VERIFY: portal access after cancellation]
• Medication that the pharmacy has already started preparing for that month cannot be refunded, except as stated in Section 5.
• Talk to your clinician before you stop a prescribed medicine. Your clinician can tell you how to stop safely and what other options you have.

4.5 Restarting

You are welcome back at any time. Sign in to the patient portal or message us. A clinician will review your current health information before treatment starts again, and you will see the price and renewal terms again at checkout. We do not offer a pause.

4.6 If we end your plan

We may end your plan if your clinician stops treatment, you move to a state we do not serve, a payment fails (Section 7), you give false information, or you misuse the service or the medication. We will tell you in writing. If we end your plan for a reason that is not your fault, for example we stop offering a treatment or your state is no longer served, we refund any charge for a month in which you did not receive what you paid for. If we end it because you gave false information or misused the service, Section 5.6 applies.

5. Refunds

• The pharmacy has already started preparing your medication, the medication was prepared and shipped as ordered, and nothing in Sections 5.3 to 5.5 applies. This includes a change of mind, side effects, a dose change or not getting the result you hoped for.
• You want to return the medication. Compounded medication generally cannot be returned, restocked or sent out again once it has shipped.
• Delivery failed because the address you gave was wrong or incomplete, you refused the package, or you did not collect it after repeated attempts.
• The package was delivered as expected and later stored or left out in a way that does not follow your label.
• Lab tests, which are billed separately and follow the lab partner’s rules. [VERIFY: lab partner refund terms]
• We closed your account because you gave false health or identity information or misused the service, as to medication already prepared.

Nothing in this policy limits a refund right you have under state or federal law that cannot be waived.

6. Price changes and promotional pricing

7. Failed payments

• If a charge fails, we email you. You can update your card in the patient portal.
• We may try the charge again up to [3 attempts] over [10 days]. We do not charge a late fee. [VERIFY: processor retry rules and late-fee position]
• We do not send a new order to the pharmacy until the payment goes through.
• If the payment is still unpaid after [10 days], we cancel your plan and tell you in writing. You can restart at any time (Section 4.5).
• A failed payment never takes back medication that has already been shipped to you. You can still message your clinician about your care. [VERIFY: Practice to confirm messaging access while unpaid]

8. Chargebacks and billing disputes

9. Your rights under state law

Some states give extra protection for plans that renew automatically. If a law of your state gives you more than this policy, we follow that law for you.

The law behind this policy. In July 2025 a federal court struck down a federal rule called “Click-to-Cancel.” A different federal law, ROSCA, and many state laws still apply, and federal and state officials are enforcing them. We follow ROSCA and the strictest state rule we know of. [VERIFY: current FTC rulemaking status]

Counsel checklist (internal): delete this table before publishing and replace it with a short plain-language statement for any state that needs one.

10. Contact us and changes to this policy

Related documents. Patient Terms of Service and Payment Agreement. Shipping and Delivery Policy. GLP-1 Medication Safety Information and Acknowledgment. Privacy Policy. If this policy and the Patient Terms of Service and Payment Agreement differ about refunds, cancellation or renewal, this policy applies. [VERIFY: Counsel to confirm]

Changes. We will post changes here with a new date. A change to the price or renewal terms of your own plan takes effect only as Section 6.2 says.

Acknowledgment (required form in GEN Health, shown before checkout)

☐ I have read the Refund, Cancellation and Auto-Renewal Policy (version [VERSION]).

☐ I understand that my plan renews every month until I cancel, and that I can cancel by message in the patient portal or by email to [SUPPORT EMAIL].

☐ I understand that if my clinician does not prescribe treatment I get a full refund, and that a prescription is not guaranteed.

☐ I understand that once the pharmacy has started preparing my medication the charge cannot be refunded except as the policy says, and that compounded medication generally cannot be returned.

By typing my name, I agree that my electronic signature is the legal equivalent of my handwritten signature, and that I have agreed to receive and sign documents electronically under the Electronic Records, Signatures and Communications Consent.

Technical and drafting notes

Build notes

From: Acknowledgment (required form in GEN Health, shown before checkout)

Build note: configure as a required consent form attached to every product (Appendix C). Every box must be checked to continue. Capture the typed name, timestamp, document version and IP address. This acknowledgment is separate from, and does not replace, the automatic renewal consent box at checkout (Appendix A).

Appendix A. Checkout disclosure and consent (internal: for whoever builds the checkout)

A.1 Rules this wording must meet

• ROSCA requires that all material terms are disclosed clearly and conspicuously before billing information is collected, that the patient gives express informed consent before being charged, and that stopping the charges is simple.
• State automatic-renewal laws (section 9) add separate consent, a retained acknowledgment, reminders, price-change notices and online cancellation. Where they differ, build to the most protective.
• The FTC’s Click-to-Cancel rule was vacated by the Eighth Circuit in July 2025 and is not relied on. ROSCA and the state laws are still enforced. [VERIFY: current FTC rulemaking status]
• Merge fields in double braces, such as {{price}}, must be filled from the real cart and must equal what will be charged. Bracketed items are decisions, not merge fields.

A.2 Placement rules

1. Show the disclosure on the payment step, above the card fields, so the terms come before any billing information is entered. If the card form cannot be moved, also show it on the step immediately before payment.
2. Repeat it directly above the consent checkbox and the pay button.
3. Use type at least as large as the surrounding text, in a contrasting color. Do not hide it in a link, tooltip, accordion or scroll box. It must be readable on a phone without zooming.
4. The checkbox is unchecked by default and the pay button stays disabled until it is checked. It relates only to automatic renewal and is separate from the Terms, privacy, telehealth consents and any text-message consent.
5. The pay button names the transaction. Do not use “Start free assessment” on the pay button.
6. No pre-checked boxes, no countdown timers, no guilt wording on cancel or decline, no extra clicks to see the terms.

A.3 Disclosure text (standard plan)

A.4 Optional paragraph if a promotional price is ever offered

A.5 Checkbox label and button label

☐ I agree that my card will be charged {{price_today}} today and {{price}} every month, starting {{first_renewal_date}}, until I cancel. I have read the automatic renewal, cancellation and refund terms above.

Pay button: Pay {{price_today}} and start my plan

A.6 Where each required term appears

Appendix B. Email templates (internal)

All six are transactional. Subject lines are plain and not promotional. Send from a monitored address, in a form the patient can keep, and log every send. Use a generic plan name (default: “WellPeps monthly plan”) so the email does not reveal the treatment. Include no marketing. Merge fields are written {{like_this}}.

B1. Order and automatic renewal acknowledgment (send immediately after checkout)

B1-R. Receipt for each renewal (same template, shorter)

B2. Renewal reminder (send at least [7 days] before each renewal charge; also meets the annual reminder)

B3. Price-change notice (send at least [30 days] before a higher price takes effect)

B4. Failed payment

B5. Cancellation confirmation (send immediately, however the request arrived; show the same text on screen)

B6. Refund confirmation

Appendix C. GEN Health configuration checklist (internal)

For whoever builds the checkout in GEN Health. Settings and menu names come from the GEN Health platform guide (Settings, Portal experience, Products, Forms, Orders). Items marked [VERIFY WITH GEN] depend on a feature the guide does not confirm: test it, record the result and, if it is not possible, use the fallback named. Do not go live until every row is done and the test script at the end passes.

Test script (run before launch and after any GEN update)

1. Run a full order in test mode on desktop Chrome, iPhone Safari and Android Chrome. Screenshot every step.
2. Confirm the disclosure shows before the card fields and directly above the checkbox, that the box starts unchecked, and that the pay button stays disabled until it is checked.
3. Confirm the amounts in the disclosure, the button, the receipt and the charge are identical.
4. Confirm the acknowledgment email (B1) arrives immediately with the correct merge fields and a working cancel link.
5. Cancel by portal message and by email. Confirm B5 arrives within 1 business day, no later charge is made, and the cancellation is time-stamped.
6. Deny a test order and confirm the refund workflow runs, B6 is sent and the money returns.
7. Fail a test card and confirm the failed-payment notice and retry behavior match section 7.
8. File the screenshots and logs in the compliance record.