This policy explains how cancellations, refunds, medication returns, and billing disputes are handled for nonclinical services offered under the Klarvia Health name. It supplements the Klarvia Health Terms of Use, Medical and Compounded Medication Disclaimer, and Website Privacy Policy, and applies together with the transaction-specific terms shown to you at checkout.
1 Scope of This Policy
This policy governs charges billed by or for Klarvia Health for nonclinical technology, membership, consultation-coordination, and administrative services. It does not govern the independent professional fees, policies, or return practices of an independent Provider Group, clinician, pharmacy, or laboratory, which are addressed separately by those parties and disclosed to you where applicable.
2 Membership and Subscription Cancellation
You may cancel a recurring membership or subscription at any time through your account settings or by contacting support@klarvia.health. Cancellation stops future renewal charges beginning with the next billing cycle. Cancellation does not automatically reverse charges already billed for the current period, services already performed, prescriptions already processed, medications already compounded or dispensed, or orders already shipped.
If you cancel before a scheduled clinical encounter or before a prescription has been transmitted to a pharmacy, any unearned prepaid amount for that specific service may be eligible for a refund as described in Section 4. Once a licensed clinician has reviewed your intake or a prescription has been transmitted, the associated consultation fee is generally considered earned.
3 One-Time Purchases and Consultation Fees
One-time consultation, intake, or administrative fees are charged when the associated service is requested. Because clinician time and review begin promptly after submission, these fees are generally nonrefundable once a licensed clinician has begun reviewing your information, except where required by law or expressly stated otherwise at checkout.
4 Refund Eligibility
You may be eligible for a refund of a Klarvia Health-billed charge when:
- A clinician determines before any billable review that treatment is not appropriate and no consultation fee has been earned.
- A duplicate or erroneous charge is confirmed by Klarvia Health.
- A technical failure on a Klarvia Health-controlled system prevented delivery of a paid nonclinical service.
- Applicable law or the terms disclosed at checkout otherwise require a refund.
Refunds are not available for a change of mind after a clinical encounter has occurred, for a prescription that has already been transmitted to or filled by a pharmacy, for medication already shipped, or for dissatisfaction with a clinician's independent medical judgment.
5 Medication Returns and Pharmacy Charges
Prescription medications, including compounded medications, generally cannot be returned, exchanged, or refunded once dispensed or shipped, consistent with pharmacy law and safety requirements. Concerns about a damaged, incorrect, or defective shipment should be reported promptly to the dispensing pharmacy using the contact information on the label or shipment, and may separately be reported to Klarvia Health at support@klarvia.health so we can help coordinate with the pharmacy where appropriate. Pharmacy-billed charges, if any, are subject to the dispensing pharmacy's own refund and return practices.
6 How to Request a Refund
To request a refund, contact support@klarvia.health with your account email, the date and amount of the charge, and the reason for your request. We aim to acknowledge refund requests within a reasonable time and to process an approved refund to the original payment method within the time required by applicable law and your payment provider's processing timelines.
7 Chargebacks and Payment Disputes
If you believe a charge is incorrect, please contact support@klarvia.health before initiating a payment-card chargeback so that we can investigate and resolve the issue directly. Initiating a chargeback for a charge that reflects services actually performed may result in suspension of nonclinical services pending resolution, subject to applicable law and appropriate clinical-transition safeguards. Nothing in this policy limits a right that cannot lawfully be waived.
8 Failed Payments and Suspension
If a scheduled payment fails, we may attempt to process the charge again and may suspend nonclinical services, including access to the secure patient-care platform for administrative purposes, until payment is resolved. We will take reasonable steps, where legally required, to avoid interfering with active clinical care and to direct you to the applicable Provider Group or pharmacy for continuity-of-care questions.
9 Changes to This Policy
Klarvia Health may update this policy when its billing practices, vendors, or legal obligations change. The effective date identifies the current version. The version in effect at the time of your purchase generally governs that transaction, unless a change is required by law to apply retroactively.
10 Contact Klarvia Health
For billing questions, refund requests, or cancellation help, contact:
Klarvia Health
10601 Clarence Drive, Suite 250
Frisco, TX 75033
Email: support@klarvia.health
Website: www.klarvia.health
