PURPOSE
Haven Metabolic Wellness LLC (“Haven,” “Practice,” “we,” “our,” or “us”) is committed to providing safe, compliant, transparent, and professional medical wellness services.
This Refund Policy is intended to clearly explain the Practice’s policies regarding consultations, medical services, memberships, medications, and operational charges.
Because Haven provides medical services, prescription-related services, wellness services, and individualized treatment programs, certain products and services may not be eligible for refund once provided, prescribed, dispensed, compounded, ordered, administered, or otherwise rendered.
GENERAL POLICY
Refund requests are reviewed in a fair, reasonable, and individualized manner consistent with:
- Patient safety
- Medical appropriateness
- Pharmacy regulations
- Applicable laws and regulations
- Payment processing requirements
- Practice operational policies
Nothing in this Refund Policy guarantees eligibility for a refund.
CONSULTATIONS & MEDICAL SERVICES
Consultation fees, provider visits, medical evaluations, body composition scans, injections, IV therapy services, Botox services, and other professional medical or wellness services are generally non-refundable once services have been rendered.
If a scheduled consultation or appointment is canceled prior to the appointment time, the Practice may, at its discretion, permit rescheduling or account credit depending on the circumstances.
Failure to attend scheduled appointments without appropriate notice may result in forfeiture of fees associated with the reserved appointment time.
PRESCRIPTION MEDICATIONS
Prescription medications, including compounded medications, are generally non-refundable once:
- Prescribed
- Ordered
- Dispensed
- Shipped
- Delivered
- Prepared by a pharmacy
- Administered
This policy exists due to:
- Federal and state pharmacy regulations
- Medication safety requirements
- Product integrity concerns
- Restrictions on reuse or resale of medications
Haven does not guarantee:
- Prescription approval
- Medication eligibility
- Specific treatment outcomes
- Availability of compounded products
All prescribing decisions remain subject to provider medical judgment and applicable law.
COMPOUNDED MEDICATIONS
Compounded medications are customized prescription products prepared for individual patients.
Due to the personalized nature of compounded medications and pharmacy regulations, compounded medications are generally not eligible for refund once ordered, prepared, dispensed, delivered, or administered.
Patients are encouraged to discuss all questions regarding treatment plans, risks, side effects, and expectations with their provider before beginning therapy.
MEMBERSHIPS, PROGRAMS & RECURRING SERVICES
If Haven offers memberships, recurring wellness programs, subscription-style services, or recurring billing arrangements, the following shall apply unless otherwise stated in writing:
- Patients may cancel future recurring charges by providing reasonable advance notice before the next scheduled billing date.
- Charges already processed for active billing periods are generally non-refundable.
- Failure to use services during a billing period does not automatically entitle a patient to refund or credit.
The Practice reserves the right to individually review exceptional situations on a case-by-case basis.
DAMAGED, INCORRECT, OR DEFECTIVE ITEMS
If a patient believes they received:
- Incorrect medication
- Incorrect product
- Damaged product
- Defective product
- Or experienced a significant operational error
the patient should contact the Practice promptly so the matter may be reviewed.
Resolution may include:
- Replacement
- Account credit
- Coordination with the dispensing pharmacy
- Or other reasonable corrective action as determined by the Practice
REFUND REVIEW PROCESS
Refund requests may be reviewed by:
- Practice leadership
- Administrative staff
- The treating provider
- Or other authorized personnel
Refund determinations may consider:
- Timing of the request
- Whether services were rendered
- Whether medications were prescribed or dispensed
- Patient safety considerations
- Regulatory restrictions
- Payment processor requirements
- Operational circumstances
Haven reserves the right to approve, deny, partially approve, or otherwise resolve refund requests in its reasonable discretion and in compliance with applicable law.
CHARGEBACKS & PAYMENT DISPUTES
Patients are encouraged to contact Haven directly regarding billing concerns before initiating a chargeback or payment dispute.
The Practice reserves the right to provide supporting documentation to payment processors, financial institutions, legal authorities, or regulatory agencies in response to disputed charges.
POLICY UPDATES
Haven reserves the right to update or modify this Refund Policy at any time to reflect operational, legal, regulatory, or compliance changes.
The most current version shall govern.