Refund Policy

Introduction

Vitalis Wellness LLC (“Vitalis Wellness,” “we,” or “us”) owns and operates the website (the “Website”) located at www.vitaliswellnessllc.com and any Vitalis Wellness mobile application (collectively, the “Platform”). This Refund Policy (“Refund Policy”) describes when and how refunds may be issued for products and services purchased through or otherwise made available by the Platform (collectively, the “Service”). Capitalized terms not otherwise defined in this Refund Policy have the same meaning as set forth in the Vitalis Wellness Terms and Conditions (“Terms and Conditions”).

By purchasing any product or service through the Service, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. In the event of a conflict between this Refund Policy and the Terms and Conditions, the Terms and Conditions govern to the extent of the conflict, except where this Refund Policy expressly states otherwise.

Nature of the Services

Vitalis Wellness provides a technology platform that facilitates access to telehealth consultations, laboratory testing services, and the fulfillment of prescription and non-prescription products through affiliated Medical Groups, Providers, laboratories, and pharmacy partners. Medical services are delivered by licensed Providers who are independent of Vitalis Wellness, and certain products are dispensed by licensed pharmacy partners. Because the Service involves professional medical evaluation and, in many cases, personalized or dispensed medical products, refund eligibility depends on the type of product or service purchased, as described below.

You understand that payment for a consultation or evaluation reflects the Provider’s professional time and clinical assessment. A charge for a consultation is not contingent on your receiving a prescription, a particular diagnosis, or a particular treatment outcome.

Consultation and Membership Fees

Consultation fees. Fees paid for a telehealth consultation or medical evaluation are generally non-refundable once a Provider has reviewed your intake information or conducted your evaluation, because the fee compensates the Provider for professional services already rendered. If you are charged for a consultation that a Provider has not yet begun to review, you may request a refund of that consultation fee by contacting support.

Subscription and membership fees. If your access to the Service is provided on a recurring subscription or membership basis, fees are billed in advance for each billing cycle. You may cancel future billing at any time in accordance with our Cancellation Policy. Except where required by applicable law, fees already charged for the current billing cycle are non-refundable, and cancellation stops future charges rather than refunding the current period.

Promotional and bundled pricing. Where services are sold as a bundle, at a promotional rate, or as part of a program that combines consultation, testing, and product fulfillment, refunds (if any) are calculated based on the standard, non-discounted value of the portions of the bundle already provided.

Prescription Products

For safety and regulatory reasons, prescription products (including compounded or personalized medications) that have been dispensed and shipped cannot be returned, reused, or resold, and are therefore generally not eligible for a refund once shipped. This limitation is consistent with pharmacy regulations that prohibit the return of dispensed prescription medications to inventory.

Notwithstanding the foregoing, we (or our pharmacy partners) may, at our discretion or as required by law, provide a refund, replacement, or credit in the following circumstances:

The product you received was damaged in transit, defective, or materially different from what was ordered.

An error by Vitalis Wellness or a pharmacy partner resulted in the wrong product, dosage, or quantity being shipped.

A Provider determines, before your order is dispensed or shipped, that the prescribed product should not be dispensed to you.

If any of these circumstances apply, contact support promptly (and in any event within the timeframe described in the “How to Request a Refund” section) so that we can investigate and, where appropriate, arrange a replacement, credit, or refund.

Laboratory Testing Services

Fees for laboratory testing services are non-refundable once a testing kit has shipped to you or once your sample has been collected or processed by the laboratory, because these steps commit laboratory resources on your behalf. If a testing kit is defective on arrival, or if a processing error attributable to Vitalis Wellness or the laboratory prevents a valid result, contact support and we will work with the laboratory to arrange a replacement kit, re-test, or, where appropriate, a refund. As described in the Telehealth Consent, laboratory tests may in some cases produce false negative, false positive, or inconclusive results, and an inconclusive or unexpected result is not by itself grounds for a refund.

Non-Prescription and Other Products

Unopened, unused non-prescription products may be eligible for return and refund within the period stated at the time of purchase, provided they are returned in their original, sealed condition. Opened or used non-prescription products, and any products where return is restricted for health or safety reasons, are generally not eligible for return. Shipping charges are non-refundable except where a product is defective or shipped in error.

How to Request a Refund

To request a refund or report a problem with an order, contact our support team at support@vitaliswellnessllc.com. Please include your name, the email address associated with your account, the order or transaction number, and a description of the issue. Where a product arrived damaged, defective, or incorrect, please contact us within thirty (30) days of delivery and retain the product and its packaging, as we may ask for photographs or the return of the item.

We will review each request and notify you of the outcome. Approved refunds are issued to the original payment method used for the purchase. Depending on your payment provider, it may take several business days for an approved refund to appear on your statement.

Chargebacks

If you believe you have been charged in error, please contact us before initiating a chargeback or payment dispute with your bank or card issuer, so that we can attempt to resolve the matter directly and more quickly. Initiating a chargeback for a valid charge may result in suspension of your account pending resolution.

Changes to this Refund Policy

We reserve the right to modify this Refund Policy at any time. If we make material changes, we will notify you by updating the date of this Refund Policy and posting it on the Service or by other appropriate means. Any modifications are effective upon posting (or as otherwise indicated at the time of posting). Your continued use of the Service or purchase of products after the effective date of any modified Refund Policy indicates your acknowledgment that the modified Refund Policy applies.

Contacting Us

If you have any questions about this Refund Policy, please contact us by email at support@vitaliswellnessllc.com, or by regular mail at:

Vitalis Wellness LLC

4480 S Cobb SE, Ste H, Box 368

Smyrna, GA 30080

Attn: Customer Support