Refund and Cancellation Policy

Version 2.1 · Effective September 1, 2026

1. You are not charged until a physician approves your treatment

When you complete your request, we place an authorization on your card. An authorization is not a charge. The money does not leave your account.

The charge is processed only after a licensed physician reviews your history and approves your treatment. If the physician determines the treatment is not appropriate for you, we release the full authorization and you are charged nothing — not for the medication and not for the consultation.

Medical review typically takes 24 to 72 hours.

2. If you cancel while your request is under review

You can cancel any time before the physician completes their review. Email support@vidaflowhealth.com or call (787) 665-3327. We release the full authorization and you are charged nothing.

Depending on your bank, the authorization may continue to appear as "pending" for 3 to 7 business days before it clears from your statement. That is your bank's process, not a charge from us.

3. If you cancel after approval but before shipment

If your treatment has been approved but has not yet left the pharmacy, contact us immediately. If we can stop the order in time, we refund what you paid less a non-refundable medical evaluation fee of thirty-five dollars ($35).

This is not a processing fee or an administrative charge. It is the cost of the medical evaluation the licensed physician has already performed. Once a physician has reviewed your intake and issued a decision, that evaluation has been completed and its cost is incurred whether or not you proceed with treatment.

4. If your dose goes up, your price does not

Your treatment is adjusted over time. That is a normal part of the process and your physician manages it.

When your dose increases, your price stays the same. We do not charge you more, move you to a different plan, or ask you to renegotiate anything. The price you saw the day you started is the price you pay.

5. Your shipment

Your medication ships directly from the pharmacy, refrigerated, in insulated packaging with Mylar bags and ice packs. It includes syringes, alcohol swabs, and printed instructions with a QR code.

Refrigerate it as soon as it arrives and follow the pharmacy's instructions. The medication has a limited use-by date, which the pharmacy states on the packaging.

**Where to receive your medication.** Some medications require specific handling and temperature conditions. We recommend using an address where you or someone you trust can receive the package and access it as soon as possible — ideally somewhere with access throughout the day.

You'll receive tracking information by email and text message when your order ships, so you can plan for the delivery.

It is the patient's responsibility to provide a suitable delivery address and to take the necessary steps to receive and store the medication according to the instructions provided.

6. If your shipment arrives damaged, incomplete, late, or never arrives

We fix it at no cost to you. We send a replacement.

Contact us — support@vidaflowhealth.com or (787) 665-3327. You do not need to contact the pharmacy or coordinate anything yourself. We handle it.

Report it within 7 days of delivery, or of the estimated delivery date if it never arrived. A photo of the packaging helps us resolve it faster.

The only thing we cannot replace is medication that was damaged because it wasn't refrigerated on arrival, or that passed its use-by date.

If your order arrives later than the stated timeframe, contact us and we will give you the choice of a refund or a free replacement.

7. Lost or stolen packages

If tracking shows your package was delivered but you cannot find it:

Check the porch, the mailbox, your building's front desk, and with neighbours.
Contact the carrier to open a claim.
Email us at support@vidaflowhealth.com and we will help you through the process.

We cannot refund or replace packages the carrier has confirmed as delivered.

Your medication is a refrigerated compounded product. Use a secure delivery address where you or someone you trust can receive it. These shipments should not sit outdoors for extended periods. If your package appears to have been left out, or arrives compromised, contact us immediately. Storage and syringe-handling guidance is in our FAQ.

8. Medications that have already shipped and been delivered

Outside the situations in Section 6, we cannot accept returns or issue refunds for prescription medications that have already been dispensed.

This is not our commercial preference. Law prohibits a pharmacy from accepting back a prescription medication that has left its facility and returning it to inventory. This applies to every pharmacy, in every state.

9. Returns

For safety and regulatory compliance, we do not accept returns on medication, opened or unopened.

10. Automatic treatment renewal

Your treatments renew automatically so you don't run out of doses.

Injectables (Semaglutide, Tirzepatide) — supply is generally 28 days, and renewal follows that duration.
Weight-loss orals (Oral Semaglutide, Oral Tirzepatide) — supply is generally 30 days, and renewal follows that duration.
Men's health (Tadalafil, Sildenafil, Triple Combo) — renews based on your supply. The exact interval is confirmed on the product page.
The interval that applies to your treatment appears on the product page and at checkout.

The billing date is not a fixed calendar day. It's calculated so your next shipment arrives before you finish your current supply, and it may move a few days earlier if needed to prevent a gap in your treatment.

We notify you before every charge. You'll receive a reminder 2 days before the billing date by email, and by text message as well if you've consented to SMS.

One day before the billing date we authorize your payment method. This gives you time to update your card if there's an issue, before your shipment is delayed.

While you have an active prescription, your refills don't require a new consultation.

11. How to cancel

Email us at support@vidaflowhealth.com or call (787) 665-3327 and we'll cancel your treatment.

You can cancel any time up until the charge is processed. If we cancel before that point, you are not charged.

We handle cancellation requests as quickly as possible during business hours. If your billing date is close, mention it in your message so we can prioritize it.

If we had already authorized your card for the next shipment, that authorization may continue to appear as "pending" on your statement for a few days until your bank releases it. It is not a charge. If you'd rather not wait, let us know and we'll request the release.

We send you written confirmation once your cancellation has been processed.

12. The 3-month plan

The 3-month plan covers 84 days. It is charged in full at checkout, not month by month, and the entire 84-day supply is dispensed at once, in a single shipment. The plan renews automatically every 3 months until you cancel it. The advance notice and cancellation terms in Sections 10 and 11 apply.

Once your shipment has been dispatched, there is no partial refund for unused months. The full supply has already been prepared and dispensed by the pharmacy, and for the reasons set out in Section 8 it cannot be returned or credited.

If you cancel before the shipment leaves the pharmacy, Section 3 applies: we refund what you paid less the non-refundable $35 medical evaluation fee.

Shipment structure may vary depending on the pharmacy that fills your order.

13. When your prescription ends

Your prescription covers a defined number of doses. When your last prescribed dose is delivered, a check-in with your physician becomes available to evaluate whether continuing is appropriate.

If your physician approves the renewal, your treatment continues through the normal billing and shipping process.
If your physician does not approve the renewal, you are not charged.
If you don't complete the check-in, there's no active prescription — and with no active prescription there's no shipment and no charge.

The check-in carries no associated payment authorization.

14. Charges you do not recognize

If you see a duplicate charge or a charge you do not recognize, contact us before disputing it with your bank. We almost always resolve it the same business day.

15. Changes to this policy

We may update this policy. The version in effect on the day you made your purchase is the version that applies to that purchase — we never apply a change retroactively to an order you already placed. Each version carries its number and effective date at the top of this page.

16. Contact

support@vidaflowhealth.com · (787) 665-3327
VFH LLC · 1654 Calle Tulipan, Suite 100, San Juan, PR 00927-6242

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