Effective Date: January 1, 2024
Last Updated: September 17, 2026
Michael Chan, MD, MS, RST, Inc., a Nevada professional corporation, including any board members, representatives, employees, contractors, agents, and affiliates ("Company," "Medical Group", "Practice", "Clinic", "provider", "provider's delegate", "we," "us," "our") provides its services to you ("you", "user", "patient", "intended patient", "responsible party") through its website, software, applications, communications, documents, and select electronic services from third party providers (collectively, the "Platform"), subject to the following Terms and Conditions ("Terms", "Terms of Service", "Company's posted Terms of Service", "posted terms", "related consumer disclosure").
1. Financial Responsibility
1.1. Payments and Charge Dispute Policy
1.1.1. Payment Guarantees
You or your responsible party ("Guarantor") hereby guarantee payment of all charges incurred.
1.1.2. Credit Card Usage, Charges, and Payment Processing
We accept U.S.-issued credit and debit cards only. Payments and purchases are processed through third-party vendors.
By signing a Credit Card Authorization form that includes details of a given payment card, you are putting the payment card on file in perpetuity, and you understand and agree to the Company's standard practice of card-on-file billing in a card-not-present environment. You agree to have any payment cards on file charged for the full cost of your appointment and any anticipated orders, up to several weeks before your next appointment, appointment package (bundled appointments), and/or subscription begins. This is the standard billing practice for all patients we follow, in order to secure your timeslot(s) for your upcoming appointment(s). Further, we reserve the right to charge a patient or patient’s responsible party using any credit card(s) on file for any funds or payments owed. Any charges we make to your card(s) on file for an upcoming appointment that occurs within 30 days (or in rare cases, up to 1 year) are valid, authorized by you in full in advance, and are not fraudulent. You may retrieve an itemized receipt associated with an appointment or charge in our Patient Portal.
It is your responsibility to request or make changes to your billing information and preferences before a card on file is charged. Once charges for an upcoming appointment are made using a card on file, they will not be reversed. If we are unable to successfully charge customer-provided credit card(s) for the full amount of funds or payments owed, then we will bill the patient or patient’s responsible party, and the funds or payments owed are due within 24 hours of the bill being sent.
You and your responsible party agree to refrain from initiating a payment on your own, whether online, through the Patient Portal, or by other means, unless we provide an expressly written agreement or approval of such payment in advance. We are unable to refund payments that are initiated by users, but if such payment was made by or on behalf of an established, active patient, we will treat the funds received as an account credit for the intended established patient: we will apply any funds received in full towards the established patient’s future appointments, orders, charges, and/or fees. If a user is not an established, active patient but has initiated a payment that was not agreed upon or approved in advance, we are unable to refund the payment, and will not provide account credit for a user.
If you or your responsible party do not have a payment card on file due to removing it, or requesting to remove it, we are unable to refund any previous payments. Any payments made previously will remain as account credit or be applied to any upcoming appointments and/or orders.
1.1.3. Credit Card Ownership and Payment Approval
By adding a payment card on file (“card on file”), you confirm that you are the primary owner of the card on file, are solely responsible for and guarantee all charges made on it, and authorize all charges made to the card prior to your upcoming appointment. If you are not the primary owner of the card on file, you confirm that you have received pre-approval in writing that 100% of any charges made on the card are valid, acknowledged, understood, approved, and guaranteed by the primary owner of the card on file. Further, you testify that, if you are not the primary owner of the card on file, it belongs to your responsible party, and you have previously officially designated them as your responsible party in your account with us. You agree that, if the owner of the primary card on file denies or disputes charges made on your behalf, or if any charges do not get made in full for payments you and/or your responsible party owe, that you will be 100% financially responsible for any charges, payments, and fees, and penalties owed, as determined solely by the Company.
For any card on file you and/or your responsible party designate, you and/or your responsible party pre-approve and guarantee any charges made to the card in order to cover any amounts owed to the Company on your behalf, in accordance with the Terms specified herein, irrevocably and in perpetuity.
You agree that if you provide us with a payment card that you do not have written pre-approval for, and/or that your responsible party does not authorize, any charges made by the Company to the payment card were made in error due to being misled by you, and the Company is to be held harmless against any repercussions. In this case, you and/or your responsible party may have committed fraud against the Company and the payment card owner(s). The Company has the right to pursue any legal action as a result. You and/or your responsible party are still fully responsible for any payments owed.
1.1.4. Financial Responsibility for Scheduled Appointments
By requesting, booking, confirming an appointment, and/or having an appointment confirmed, you agree to:
1.1.4.1. Prepayment Authorization
You agree to be charged in full for your next appointment or appointment subscription up to several weeks before it is scheduled to begin. This enables us to secure your upcoming appointment timeslot(s). It is under our sole discretion whether to honor any requests to refrain from charging for any appointments, services, subscriptions, orders, or medications until a specified date and/or time before an appointment or other time of service or delivery. Once a charge or payment is made before an upcoming appointment, subscription, order, or medication sent, it cannot be reversed or refunded.
1.1.4.2. Recurring Appointments
Following an initial appointment, you agree that all subsequent appointments shall recur every four 4 weeks (28 calendar days) thereafter, on the same day of the week and at the same time of day, unless otherwise mutually agreed in writing by the Company. In the event any appointment is rescheduled, all subsequent appointments shall be deemed amended to recur every 4 weeks (28 calendar days) from the rescheduled appointment date, on the same day of the week and at the same time of day, unless otherwise mutually agreed in writing by the Company.
1.1.4.3. Valid Payment on File
By adding any payment card on file, you authorize it to be charged in full for upcoming appointments, services, and/or outstanding payments due. If you do not remove your card from your file before it is charged for your upcoming appointment, any charges made are valid and not fraudulent. If you fail to specify a preferred, valid payment method before your card is charged for your upcoming appointment, and/or fail to change the preferred payment status of payment card(s) on file such that your preferred payment card is valid and can be charged for the full payment due, we are not responsible, and it does not change our rights to charge any of your payment card(s).
1.1.4.4. Medication Orders
You agree to be charged a deposit for the full projected cost of any weight loss medication order from a pharmacy partner(s) up to several weeks before any such order is confirmed, finalized, and/or shipped. Since we are charged for weight loss medications that are shipped to patients regardless of a patient’s ability to pay, this enables us to ensure that your payment is processed in full before we order medications that are shipped to you. If you want to request that charges for your medication are not made until your upcoming appointment, please email us your request at ml@captainmd.com a minimum of 2 weeks before potential charges are made; requests are not guaranteed to be honored. If during your appointment the cost of your medication order is for a lower amount than we charged you, or if you do not end up placing any medication order, the full amount charged will be assigned to your account as credit to be used for future appointment(s) and/or order(s) as long as you are an active patient.
1.1.4.5. Credit Card Authorization Requirement
You agree to have a Credit Card Authorization form with a valid credit card or form of payment on file with us at all times. If you do not maintain sufficient funds on your preferred and/or authorized payment card, we reserve the right to charge any other payment card on file. You cannot revoke authorization for a charge to your card after it has already been charged. Adding a card(s) on file does not automatically remove authorization of any other card(s) on file.
1.1.4.6. No Refunds Once Paid
You agree that you will not be refunded or reimbursed for any portion of the payment for any appointment, or pharmacy partner orders that have already been made for any reason.
1.1.5. Charge Disputes and Authorization Challenges
You acknowledge and agree that initiating charge disputes or authorization challenges related to completed appointments, rendered services, delivered orders, or incurred fees—without valid documented evidence of Company error or misconduct—can materially harm the Company’s business operations, reputation, and financial stability.
If you believe a charge has been processed in error, you must first notify the Company in writing at ml@captainmd.com, providing:
(a) A detailed explanation of the alleged error; and
(b) All supporting documentation that you contend proves you were charged incorrectly.
Upon receipt, the Company will make a good faith effort to investigate and, where appropriate, correct or resolve the matter. You agree to allow the Company a period of 5 business days to respond to and/or resolve the matter before potentially filing a charge dispute.
If you fail to provide supporting documentation that reasonably demonstrates an incorrect charge, you agree that any related charge dispute or authorization challenge shall be automatically resolved in favor of the Company and that you remain fully responsible for the charge.
You further acknowledge and agree that a written narrative or statement submitted to your bank or card issuer, without supporting documentation that contradicts the Company’s records, is not legally or financially verifiable, and does not constitute sufficient evidence of an incorrect charge. In any charge dispute or authorization challenge, you agree that the Company’s records and documentation—including, without limitation, electronic logs, invoices, receipts, service records, clinical notes, prescription and order records, consent forms, communications, and/or system records, which are automatically electronically timestamped—shall be deemed reliable and sufficient evidence of the validity of the charges. In such cases, you agree that the dispute shall be resolved in the Company’s favor. Further, you agree that are responsible for all related costs, fees, and chargeback amounts assessed to the Company as a result of any charge disputes you filed.
You acknowledge that charge disputes, including for completed appointments, services, orders, and/or for fees incurred, or if otherwise frivolous or wrongfully filed without documented proof of wrongdoing by the Company, can disrupt or negatively affect the reputation, finances, and operations of the Company.
If you suspect any incorrect charges or financial adjustments required, you agree to contact ml@captainmd.com with full details, documented proof of any incorrect charges, and any requests for resolution so that we may make our best attempt to address and/or resolve the matter with you, before potentially filing any charge disputes or related claims. Failure to follow the specified contact and resolution procedure before filing any charge disputes automatically invalidates the associated charge dispute claims filed, and means you agree that your charge dispute is false, hence the charge dispute should be resolved in the Company's favor and you agree to pay all costs associated with the charge dispute immediately to the Company.
1.1.5.1. Credit Card Authorization Form and Charge Approval
If you have signed a Credit Card Authorization Form, you authorize the associated payment card to be charged in advance in a card absent environment for any appointment fees, services, and orders associated with a scheduled, completed, missed (no show), or cancelled appointment. Any such charges are valid, and not fraudulent.
Your authorization of payments owed is in perpetuity unless you can prove in writing that you have:
A. Withdrawn approval of charging the associated payment card in advance of the charge being made
and
B. You have provided a different and valid payment card on file that has sufficient balance in order to cover 100% of the payment owed in advance of the charge being made.
- Authorization of card on file: By maintaining a payment card or other form of payment on file, you expressly authorize us to charge that card or payment method for any and all services, appointments, subscriptions, medications, or other charges associated with your care in perpetuity until you request to revoke its authorization in writing to ml@captainmd.com.
- Any dispute, claim, or chargeback alleging that you did not authorize charges to your card, or that we had no right to charge your card, will fail if (1) you or your guarantor placed that card or payment method on file, and (2) you did not first request in writing to change or revoke its authorization status while simultaneously maintaining a valid form of payment on file.
- Personal financial and/or card issues: Running out of funds, reaching credit limits, or other personal financial issues do not invalidate charges properly authorized and processed. You are solely responsible for ensuring sufficient funds and/or credit availability for payments due.
- If your appointment documentation indicates upcoming services with associated charges, but you later claim to have not authorized those services or charges, the charges remain valid and enforceable.
- If you have been provided the services listed in your appointment notes, as documented in timestamped clinical notes for that appointment, all associated charges are deemed approved and guaranteed by you and/or your guarantor, regardless of any subsequent claim to the contrary.
1.1.5.2. Mandatory Pre-Dispute Contact Requirement
Before initiating any charge dispute or chargeback with your bank or financial institution regarding a payment, you agree to first contact our Customer Service team to attempt to resolve the matter directly.
All inquiries or concerns regarding charges must be submitted in writing via email to ml@captainmd.com. You must provide a reasonable opportunity for resolution before pursuing a dispute through your financial institution.
Any charge dispute or chargeback initiated without prior written contact and a documented attempt to resolve the issue with our Customer Service team will be considered invalid and a breach of these Terms.
1.1.5.3. Charge Dispute Time Requirement
In the event that you initiate a charge dispute, we must receive it within 24 hours of the corresponding initial charge, payment, request for payment, invoice, or order submission being made. If we do not receive the charge dispute within that timeframe, the charge dispute is invalid and you will not receive any payment, refund, charge reversal, credit, or other compensation.
1.1.5.4. Invalid Charge Disputes
Charge disputes (including chargebacks or payment reversals) for the following are non-refundable and not subject to valid charge disputes, chargebacks, or payment reversals. strictly prohibited and considered invalid in the following circumstances:
A. Signed Authorization: Charges for services, medications, or products authorized through a completed and submitted credit card authorization form are non-refundable.
B. Completed Appointment: Charges for services provided during a scheduled and completed appointment are non-refundable.
C. No Show Appointment: Charges for scheduled appointments the patient has failed to attend (no show appointment) are non-refundable.
D. Late Cancellations: Charges for appointments or subscriptions not canceled with at least thirty (30) days’ prior notice by email to ml@captainmd.com before the next scheduled appointment are non-refundable.
E. Rescheduled Appointment: Charges for appointments not rescheduled with at least seven (7) days’ prior notice through a secure message to the Provider within the Patient Portal at portal.kareo.com are non-refundable.
F. Medication Order Payment Authorization: Charges for medication orders authorized verbally, electronically, or in writing by the patient are non-refundable, including claims that the order was unauthorized despite documented consent and/or electronically timestamped provider notes from an associated appointment.
G. Late Order Cancellations: Charges and fees associated with medication orders submitted to a third-party pharmacy partner following patient confirmation and/or electronically timestamped provider notes from an associated appointment, are non-refundable, and cancellations, modifications, refunds, and reversals are not permitted once submitted.
H. Product Delivery Disputes: Charges for products shipped and confirmed as delivered through valid tracking information to the address provided by the patient are non-refundable.
I. Duplicate Charge Claims: Charges corresponding to separate and valid services, appointments, or transactions, as confirmed by our records, are non-refundable.
In any of the above circumstances, you agree not to initiate a charge dispute or chargeback with your financial institution. Doing so constitutes a breach of these Terms of Service.
If a chargeback is filed under any of these invalid conditions, the Company reserves the right to:
- Challenge the dispute with your bank or card issuer using all relevant documentation;
- Recover associated fees and administrative costs;
- Suspend or terminate your account and refuse future services;
- Pursue legal remedies, including collections, if necessary
We will not pay, refund, reverse charges, credit or compensate for any portion of such charge disputes.
To resolve any billing concerns, you must first contact our Customer Service team at ml@captainmd.com.. We are committed to resolving matters promptly and fairly when approached in good faith.
1.1.5.5. Submitted Pharmacy Orders
- Pharmacy orders and charges: Once we submit an order for a patient to a pharmacy partner, we are not responsible for any aspects of the order including: timely receipt, transcription, shipment, fulfillment, packaging, medication instructions, delivery, correction, cancellation, completion, completeness, quality, spoilage, loss, accuracy, substitution, stock issues, return, replacement, customer service, receipt by the intended recipient, impact of federal, FDA, state, local, or other applicable regulations or restrictions.
- We are not responsible for any payment charges made to you by third parties including pharmacy partners and other companies.
1.1.5.6. Administrative Fee for Disputes and Processing Costs
By accepting these Terms or receiving services/products from Company-affiliated providers, you agree:
Prior Resolution Requirement: For any billing questions on your account (or accounts you're responsible for), you agree to first email ml@captainmd.com with full details and documentation. We will respond within 5 business days and work in good faith to resolve per our records, Terms, and applicable law(s).
Administrative Fee if Requirement Not Met: Any payment dispute requires significant time from our staff to review, process, document, and respond to, and may incur additional merchant fees. If you initiate a payment dispute (chargeback) without proof of prior email resolution attempt (e.g., authentic timestamped receipt of email being successfully sent), and/or for scheduled or completed services and/or orders that were not revised, rescheduled, or cancelled in the agreed upon timeframe, you authorize a one-time fee that covers any merchant fees charged, plus a $100 administrative processing fee per dispute to cover the required staff time costs as documented. The dispute fee may be increased reasonably to cover all costs if justified, at a staff rate of $200 per hour spent on matters involving a dispute, plus any merchant fees and any other fees incurred. This fee applies only if timestamped documentation confirms the services and/or products associated with the charge(s) were submitted, initiated, processed, completed, shipped and/or delivered as agreed.
Payment and Evidence: The fee is charged to your payment method post-dispute. If a dispute resolves against us but documentation proves validity (e.g., agreement to Terms, signed consent, signed Credit Card Authorization, completed intake form, timestamped doctors notes, timestamped prescription records and/or pharmacy records, order tracking number, delivery confirmation, appointment status, written communication), you agree to repay the original amount plus the admin fee within 30 days of our invoice. Late payments accrue standard interest. Unpaid dispute fees may be sent to collections and reported to authorities as applicable.
We comply fully with FCBA/EFTA dispute rights and No Surprises Act protections. This fee does not apply to good-faith disputes or billing errors.
1.1.5.7. Charge Disputes by Rightful Parties
You agree to not provide payment card information (payment card on file) for anyone other than yourself or a responsible party that you have designated in writing to the Company in advance. If you or your responsible party have provided us with a payment card that belongs to a party that has not provided the required authorization in advance, you have done so without our knowledge, and without our permission. This constitutes a breach of these Terms. If the cardholder of the payment card and/or their issuing financial institution denies, reports, or otherwise files a charge dispute on a payment claiming lack of awareness or approval, all associated fees and consequences are subject to the same terms herein, and you will hold the Company harmless.
1.1.5.8. Charge Dispute Responsibilities
You and/or your responsible party hold full and sole responsibility and liability for any consequences of the filing of a charge dispute on your behalf or related to services or products you have received or are intended to receive, including but not limited to:
- Charge dispute fees
- Late payment fees
- Payment processing fees
- Administrative fees
- Any costs
- Any damages
- Legal responsibility
- Patient discharge, and any repercussions of such
1.1.6. Agreement to Standard Cost of Products, Orders, Services, and Fees
You agree to the posted standard cost of products, orders, and services unless approved in writing by a Company representative. Some services, or portions of services, may be performed asynchronously by your provider as allowable by law. Costs are subject to change upon sole discretion of the Company without prior notice, and any changes are effective immediately.
1.1.6.1. Cost of Products, Orders, Services, and Fees
You agree to pay the applicable costs and fees for Products, Orders, Services, appointments, treatment, medical management, documentation, and other services provided or ordered through the Company. Unless expressly stated otherwise, the costs and fees listed below exclude all medication, pharmacy, laboratory, diagnostic, and other third-party costs, which may be charged separately.
The following are the minimum applicable costs and fees:
$199 Addiction treatment appointment, including Opioid Use Disorder (OUD), Suboxone, Subutex, buprenorphine/naloxone, or other medication-assisted addiction treatment
$199 Standard ADHD treatment
$50 Advanced ADHD treatment add-on
$199 Anti-aging appointment
$199 Anxiety appointment
$150 Blood test order
$199 Depression appointment
$150 Doctor's letter
$200 Early medication refill
$100 Erectile Dysfunction appointment
$150 Extended medical management
$1,000 Extensive documentation outside of standard treatment
$199 Hormone Replacement Therapy appointment
$199 Insomnia appointment
$150 Medical Authorization fee
$199 Mental Health appointment
$100 Prescription refill order appointment (excluding all other appointment types listed herein)
$150 Primary Care appointment
$150 Prior Authorization fee
$250 Service initiation and/or service re-initiation fee
$199 Sleep Disorder treatment appointment
$199 Testosterone Replacement Therapy appointment
$150 Urgent Care appointment
$199 Weight Loss treatment appointment
$199 Other treatment, order, and/or service cost or fee
$3,000 Concierge care fee (monthly)
Costs and fees are associated with their respective treatment, order, appointment, and/or service. The Company may, in its discretion, modify, reduce, waive, prorate, or otherwise adjust any cost or fee, including on a case-by-case basis. Where applicable, recurring treatment, service, or other fees may be prorated in four-week increments.
Payment of any cost or fee does not guarantee that any appointment, treatment, medication, prescription, refill, authorization, laboratory order, documentation, or other service will be provided, issued, renewed, continued, or approved. All services remain subject to applicable law, Company policies, the terms applicable to the service, and, where applicable, the Provider's independent clinical judgment.
Prescriptions, medication orders, refills, and other prescription-related services are subject to the Provider's independent determination that the requested medication or treatment is clinically appropriate and legally permissible. The Provider retains independent discretion over whether to issue, modify, decline, renew, discontinue, or otherwise manage a prescription or medication order. The Company does not guarantee that a Provider will prescribe or continue any particular medication or treatment based solely on payment for an appointment or service.
Unless otherwise stated or required by applicable law, payment in full is required in advance of the applicable appointment, treatment, order, or service. The Company may decline to provide or process an applicable service, order, or appointment when required payment has not been received in full or when an account is not in good standing.
Where an applicable fee is associated with a recurring service or treatment period, the fee may be charged or prorated in accordance with the applicable service arrangement. Unless otherwise expressly stated in these Terms or required by applicable law, payment of a fee for one service or appointment does not entitle a patient to additional services, prescriptions, refills, treatment, or medication without payment of any separately applicable cost or fee.
1.1.6.2. Pharmacy Partner Order Costs
If you are to receive an order from a third party pharmacy partner of ours, you agree to pay the following minimum amounts for products and services before your payment card is charged, unless specified in writing upon by a Company representative:
$275 - Semaglutide all doses (equivalent to 0.25-2.4mg dose or as otherwise specified (1 month supply)
$465 - Tirzepatide 2.5-7.5mg dose (1 month supply)
$500 - Tirzepatide 10-15mg dose (1 month supply)
$450 - NAD+ 1000mg (1 month supply)
$175 - Expedited order processing fee if requested by patient and required by Pharmacy Partner
$25 - Expedited shipping cost to protect the contents of medication shipments if required by Pharmacy Partner
The minimum pricing is for reference only, and actual pricing may be higher. Prices are subject to change.
1.2. Fees and Refunds
1.2.1. No Responsibility for Third Parties
We are not responsible for the actions or practices of any third parties, third party partners, or any other businesses, entities, groups, or individuals other than those directly of the Company itself.
1.2.2. Refunds, Cancellations, and No Shows
1.2.2.1. Financial Responsibility for Missed or Cancelled Appointments
In the event of cancellations, no-shows, missed appointments, failure to reschedule an appointment at least 1 week in advance, or rescheduling the same appointment more than 3 times:
- We may charge the partial or full cost of any associated appointments, subscriptions, services, and/or orders at our sole discretion.
- We will not provide refunds or credits, whether partial or in full.
- We are not obligated to reschedule the appointment, or change the appointment status.
1.2.2.2. No Refunds After Completed Appointments or Issued Prescriptions
No refunds will be issued once an appointment has been completed and/or a prescription has been issued in connection with that appointment.
This includes situations where the patient is unable to obtain, afford, or access prescribed medication(s), including due to insurance coverage determinations (such as prior authorization denials or delays), pharmacy fulfillment issues, or any other reason. It also includes cases where the patient does not follow or complete the recommended course of treatment, or does not achieve desired outcomes.
If a prescription has been transmitted to a pharmacy designated by the patient, our service is considered fully rendered, regardless of whether the medication is filled, picked up, dispensed, or received.
1.2.2.3. Cancellation Policy and Written Notice Requirements
To cancel any upcoming appointment, you must submit a written cancellation request via the designated customer service email (ml@captainmd.com) at least one (1) month prior to your next scheduled appointment.
If a patient or the patient’s responsible party cancels an appointment or subscription less than one (1) month before the next scheduled appointment or subscription commencement date, we are not obligated to provide refunds for any associated appointment, subscription, service, or order.
To cancel any upcoming appointments, you agree to use the designated customer service communication channel and submit written notice via email at least one (1) month prior to your upcoming (next scheduled) appointment.
1.2.2.4. Appointment Continuity After Cancellations, Rescheduling, and No Shows
If you cancel or reschedule one appointment, but do not clearly specify that you want to cancel any other appointments by stating in writing words to the effect of "cancel my next appointment" or "cancel all future appointments", you accept that your future appointments (subscription) will continue, and you will be financially responsible for them. If you cancel or reschedule one appointment until further notice, you accept that your future appointments (subscription) will continue starting with your next appointment, and you will be financially responsible for them, unless you request a specific date and time for your next appointment.
If you have a no show (not show up for one or more appointments), your next scheduled appointment and/or subscription will continue in perpetuity until you cancel appointment(s) and/or subscription(s) in writing via email to ml@captainmd.com.
1.2.2.5. Rescheduling Fees and Limitations
If you request to reschedule an appointment that you missed, you are subject to a minimum $50 rescheduling fee. You will not be reimbursed for the missed appointment, even if you reschedule it.
If you reschedule the same appointment more than 3 times, we reserve the right to cancel your appointment, and you will not receive a refund.
1.2.2.6. Refund processing fees
For any refunds we provide, we reserve the right to subtract all processing fees associated with the charge(s) from the amount refunded.
1.2.2.7. Responsibility for Non-Adherence to Treatment Plan or Pharmacy Fulfillment
Non-adherence to treatment plan: If you seek treatment(s) or medication(s) that your healthcare provider deems unsuitable for you based on their medical discretion, they may recommend another treatment(s) that they deem suitable for you. You will not receive a refund if you disagree with, or do not follow through with, the treatment(s) or medication(s) recommended or prescribed by your healthcare provider. If the pharmacy you asked your prescription(s) and/or medication(s) to be sent to does not fill your order, prescription(s), and/or medication(s) for any reason, you agree to be responsible for all follow up actions you expect to happen or that need to happen, including checking the stock level at any pharmacy, and transferring your prescription to another pharmacy. Your healthcare provider is not required to modify your prescription or transfer it to another pharmacy.
1.2.2.8. No Show Policy and Provider Time Commitment
If a patient does not show up within 5 minutes of their scheduled appointment, it is considered a no show or missed appointment; the patient or patient's responsible party is still responsible for the full cost of the appointment. If a patient does not show up to their scheduled appointment, our services are still considered rendered in full due to the preparation, time, and services that are required of the provider for a scheduled appointment regardless of patient attendance. The patient or patient's responsible party will not receive a refund for any appointment, subscription, service, or order associated with an appointment that a patient did not show up for.
We may cancel any or all future appointments for a patient who has had one or more no shows (missed appointments).
1.2.2.9. Payment Failures
If a patient has not submitted a valid form of payment in an appropriate location on a Credit Card Authorization Form or our Patient Portal, if we are unable to process their payment using their card on file, or if the patient has removed all payment cards on file such that there are no valid forms of payment on file remaining, their appointment is considered a no show or missed appointment unless the patient has rescheduled or cancelled their appointment on time. Payment failures do not invalidate the patient's obligation to pay for the appointment.
We may cancel any or all future appointments for a patient who has not provided a valid payment card on file that we were able to successfully charge for a required payment (balance owed).
1.2.2.10. Intake Form Completion Requirements
We may cancel any or all future appointments for a patient who not filled out all patient intake forms we sent them in entirety. Failure to fill out all patient intake forms requested by the Company does not invalidate the patient's obligation to pay for the appointment.
1.2.2.11. Future Appointment Eligibility After No Shows
We are not obligated to allow someone who has one or more no shows (missed appointments) to have future appointments with us.
1.2.3. Payments Processing
We use third party service(s) to process and record payments. We are unable to control refund processing times and payments processing fees charged by third party services.
By having a payment card on file, being charged, submitting a payment, or having an outstanding balance owed, you agree to all applicable payment processing standards, fees, and charges as determined solely by the Company
We are not responsible for the actions or practices of any third parties, third party partners, or any other businesses, entities, groups, or individuals other than those directly of the Company itself.
1.2.4. Account Credit Disposition, Account Standing, and Chargebacks
1.2.4.1. Account in Good Standing and Administrative Review
All account credits, prepaid balances, and other account benefits are conditional privileges associated with an active account in good standing. Account credits are not deposits, stored-value accounts, cash balances, or independent monetary assets, and do not create a standalone right to payment, refund, or future services except as otherwise expressly provided by these Terms or applicable law.
An account is considered “not in good standing” if, to the extent permitted by applicable law, any of the following applies:
- A payment previously authorized or processed for the account is disputed, charged back, reversed, returned, declined, refunded, placed on hold, subject to provisional credit, or otherwise becomes unavailable to the Company, in whole or in part, and the resulting payment status or balance remains unresolved;
- The user or responsible party initiates or threatens a chargeback, payment dispute, reversal, or similar payment action concerning a charge that was authorized and processed in accordance with these Terms;
- The user or responsible party has an unpaid, undisputed amount that is due and payable to the Company;
- The user or responsible party engages in abusive, harassing, threatening, deceptive, fraudulent, or otherwise inappropriate conduct toward Company personnel; or
- The user or responsible party materially violates these Terms.
The Company may place an account under “administrative review” whenever reasonably necessary to review, verify, reconcile, or determine the account's payment status, balance, credits, refunds, charges, disputes, services, orders, or other account activity. An administrative review may be initiated, without limitation, when a payment dispute or chargeback has been submitted; when the user or responsible party requests, demands, or repeatedly requests a refund or credit that requires further review or verification; when account activity, payment history, credits, refunds, or prior services require reconciliation; when the Company receives inconsistent, incomplete, or conflicting payment or account information; when the Company has reason to review whether charges, credits, refunds, or services were properly applied; or when the Company cannot yet reliably determine the amount, if any, that is currently due, refundable, or otherwise available on the account.
An account may be placed under administrative review without constituting a determination that the user or patient acted improperly, violated these Terms, or is not entitled to a requested refund, credit, or other remedy. Administrative review is an account-management and verification process and may remain in effect until the Company has completed its review and reasonably determined the applicable account status and balance.
While an account is under administrative review, the Company may, to the extent permitted by applicable law, temporarily withhold, restrict, suspend, or decline the use of account credits, prepaid balances, refunds, additional non-emergency services, appointments, orders, refills, or other services that require payment until the applicable account information, payment status, and balance have been reviewed and resolved. The Company may also require payment through another valid payment method for a new or additional service during an administrative review. Such temporary restrictions do not, by themselves, constitute a final determination regarding the validity of a payment dispute, refund request, credit, or other account claim.
An account may remain under administrative review while a payment dispute, chargeback, reversal, refund request, or other payment issue is pending, even if the applicable payment processor, financial institution, card issuer, or other third party has not yet issued a final determination. The account's status under these Terms may be based on whether applicable funds have actually been received and remain available to and retained by the Company, together with any undisputed amount due, as determined after review. The Company is not required to treat disputed, reversed, provisional, unavailable, or otherwise unresolved funds as available account credit or as payment received for purposes of providing additional services.
An unresolved payment dispute or chargeback does not, by itself, constitute a determination that the user or patient acted improperly, nor does it establish that the Company has received or retained the disputed funds. Likewise, a request or demand for a refund or credit does not, by itself, constitute misconduct or establish that the request is invalid. The Company may nevertheless place the account under administrative review when additional information, verification, reconciliation, or review is reasonably necessary to determine the appropriate account status or resolution.
Subject to applicable law and the independent clinical judgment of the applicable Provider, a prescription, medication order, refill, or related service may be administratively delayed, suspended, declined, discontinued, or cancelled when required payment for the applicable service has not been received, a payment method is invalid or declined, sufficient funds or available credit are not available, the account is not in good standing, the account remains under administrative review and the applicable payment or account status cannot reasonably be verified, required appointments have been cancelled or rescheduled, or the patient has been discharged from the Company's services. Nothing in this provision requires or directs a Provider to issue, continue, discontinue, modify, delay, or cancel any prescription or medication order. The Provider retains independent authority and responsibility to make prescribing and medication-management decisions based on clinical, legal, safety, professional, and other applicable considerations.
Nothing in this Section limits any rights or remedies available to the user or patient under applicable law or any applicable payment-network, financial-institution, chargeback, or dispute-resolution process.
1.2.4.2. Effect of Chargebacks and Payment Disputes
If a user or responsible party initiates a chargeback or payment dispute for:
- A completed appointment, rendered service, delivered product, or submitted pharmacy order; or
- An authorized advance payment for a scheduled appointment, subscription, service, or medication order;
the Company may treat such action as a material breach of these Terms.
The Company reserves the right to immediately:
- Suspend or terminate any associated account(s);
- Cancel any pending or future appointments, services, or orders;
- Refuse future service.
A user may not obtain both (i) a reversal of a valid charge and (ii) continued access to services, appointments, products, or account credits associated with that charge.
1.2.4.3. Disposition of Account Credits Upon Termination
Upon suspension or termination of an account for any of the reasons described above:
- The user forfeits the ability to use any account credit toward future services, appointments, or orders;
- The Company is not obligated to provide services or accept bookings using such credits;
- Account credits are not transferable, redeemable for cash, or refundable, except where required by applicable law.
1.2.4.4. No Double Recovery
A user may not obtain a double recovery by:
- Disputing or reversing a valid charge; and
- Retaining or attempting to use any associated appointment, product, service, or account credit.
1.2.4.5. Reservation of Rights
The Company reserves all rights and remedies available under these Terms and applicable law, including recovery of disputed amounts, fees, and damages arising from improper chargebacks or violations of these Terms.
Nothing in this section waives any non-waivable rights under applicable law.
1.2.4.6. Distinction Between Credit Types
Credit types are differentiated as follows:
- Prepaid service amounts: payments made for specific services, appointments, or orders
- Account credits: non-cash balances applied toward future services
- Promotional credits: discretionary credits issued by the Company
Each category is governed by its own terms. Termination or breach may affect eligibility to use certain categories of credit differently, to the extent required by applicable law.
1.2.5. Refund Processing Time Requirement
In the event that you are to receive a refund from our practice, you agree to allow for a minimum of 60 days to have the funds processed and sent to you, excluding any time required by financial institutions, payment processors, and/or intermediary parties to process, display, and/or make available the refund or payment.
1.2.6. Prohibitive Cost of Medications
If the cost of any medications recommended or prescribed by your provider is prohibitive for you, we will not provide a refund for your appointment.
1.2.7. Late Payments
The following enables us to ensure timely care for our patients:
- If you have an upcoming appointment with us, you grant us with automatic and irrevocable permission to charge your card a minimum of 1 week before your appointment
- As long as you have an upcoming appointment with us, any requests or demands you make to not charge your card without your permission are null and void.
1.2.7.1. Service Fees for Late Payments
If you have requested that we do not charge your card without your permission and you have not provided a different and valid payment card, or we are unable to charge your card a minimum of 1 week before your upcoming appointment for any reason, you are subject to an additional service fee of $50.
If your card or payment method fails or if the payment is declined when charged for an associated appointment, service, and /or order, we reserve the right to (a) charge a late payment fee of $50, (b) cancel or reschedule your upcoming appointment(s), (c) cancel your order and/or (d) suspend your account until payment is secured.
1.2.7.2. Unpaid Balance Fees
Unpaid balances, including payments that are made after an appointment is completed, and payments that are made more than 48 hours after a pharmacy order has been billed to you, are subject to a $5 flat fee plus 2% compound interest per day.
Past-due balances never expire. All outstanding balances remain due in full, and accrue late fees, penalties, and collection costs in perpetuity until paid in full, regardless of whether you remain an active patient.
1.2.8. Debt Collection
1.2.8.1. Debt Collection Conditions
If you do not provide full payment within thirty (30) days of an original invoice, charge attempt, or other demand for payment related to appointment(s), order(s), subscription(s), and/or any other fees, we reserve the right, at our sole discretion, to:
- Send your account to internal collections or refer, assign, sell, or transfer your account to a third-party collections agency, attorney, or other representative for recovery;
- Charge additional processing fees, administrative fees, late fees, penalties, reasonable attorney’s fees, court costs, collection agency fees, interest, and any other costs or expenses incurred in enforcing payment;
- Report unpaid amounts to credit bureaus or other reporting agencies, which may negatively impact your credit rating or financial standing, and you expressly waive any claims against the Company for any resulting harm arising from such lawful reporting.
- All unpaid balances remain due in full until paid. Any past-due balance may, at our discretion, accrue interest at the maximum rate allowed by applicable law, in addition to any previously described late fees and penalties, and shall continue to accrue until all amounts owed are paid in full.
- You further agree that jurisdiction and venue for any dispute, enforcement action, or collection proceeding shall lie exclusively in the state and county in which the Company maintains its principal place of business, unless otherwise required by law.
2. Third Party Orders and Fulfillment
2.1. Pharmacy Partner Orders
We work with reputable pharmacy partners to help lower the cost of certain medications for our patients.
We may serve as an intermediary between patients and pharmacy partners. In connection with pharmacy partner orders, we may be responsible for:
- Submitting medication orders on behalf of patients to our pharmacy partners in an accurate and timely manner;
- Communicating prescription and order information to pharmacy partners as authorized by the patient's healthcare provider; and
- Paying pharmacy partners for medication orders they fulfill and send to patients at our request.
Our responsibility for a pharmacy partner order is limited to the services expressly described in these Terms. We are not responsible for matters outside our control, including pharmacy preparation, compounding, filling, packaging, shipment, delivery, or other fulfillment activities performed by a pharmacy partner or other third party.
2.1.1. Patient Approval and Payment for Pharmacy Partner Orders
If we pay the initial cost of a patient's order, including any applicable costs or fees, to a pharmacy partner:
- The patient or patient's responsible party authorizes and agrees to be charged for all applicable aspects of the order, including medications, medical supplies, products, shipping and handling, and applicable costs or fees.
- A prescription or medication order submitted by the patient's healthcare provider to a pharmacy partner constitutes evidence that the provider authorized the applicable medication order for the patient. However, the submission, processing, fulfillment, or delivery of a prescription or medication order is not required for an appointment or other healthcare service to be considered completed.
- A timestamped provider note entered into our electronic health records (EHR) system constitutes a contemporaneous record that the provider performed and documented the applicable appointment or healthcare service. The existence of such a timestamped provider note may be used as evidence that the applicable appointment or service was completed, regardless of whether a prescription was subsequently issued, submitted, filled, paid for, shipped, or delivered.
- Provider documentation may be completed asynchronously. Accordingly, an appointment or healthcare service may be considered completed when the provider has completed the applicable clinical review and documented the service in the EHR, even if the patient and provider did not communicate simultaneously by telephone or video, provided that such asynchronous care is permitted and appropriate under applicable law and the provider's professional judgment.
- The issuance or submission of a prescription or medication order is not a prerequisite to completion of an appointment or healthcare service. A prescription or medication order may provide additional evidence that the related appointment or healthcare service was completed, but the absence or delayed issuance of a prescription does not, by itself, establish that the appointment or healthcare service was cancelled, not attended, incomplete, or not rendered.
- If a provider documents specific amounts or doses of Semaglutide or Tirzepatide in a timestamped provider note, but does not specify Mounjaro, Ozempic, Wegovy, and/or Zepbound in the provider note or in a prescription medication order, such documentation may constitute evidence of the provider's clinical determination regarding the applicable medication and dose. Any medication order ultimately submitted to a pharmacy remains subject to the provider's professional judgment, applicable law, pharmacy requirements, patient payment, and other applicable conditions.
- If the patient or patient's responsible party does not timely pay for a medication, product, or pharmacy order that would otherwise have been ordered or submitted in connection with a completed appointment, any resulting delay in submission, fulfillment, shipment, or delivery of that medication, product, or order does not mean that the underlying appointment or healthcare service was not completed or rendered.
- If payment for a medication or pharmacy order is received after the patient's scheduled appointment or after the provider has completed the applicable appointment, the Company and/or provider may submit or release the applicable prescription or order after payment is received. The time at which the prescription or order is submitted, filled, shipped, or delivered does not determine whether the underlying appointment or healthcare service was completed.
- The patient or patient's responsible party must pay us directly for applicable pharmacy partner orders in full within 24 hours (1 calendar day) after we request payment or otherwise notify the patient that payment is due, unless otherwise stated by the Company. If required payment is not received, we may delay, suspend, or cancel the applicable pharmacy order.
- Once a prescription or pharmacy order has been submitted to a pharmacy partner, we may be unable to change, cancel, or refund the order or any applicable costs or fees. Any such action may also be subject to the pharmacy partner's policies and applicable law.
2.1.2. No Responsibility for Pharmacy Partner Fulfillment
We are not responsible for lost, stolen, damaged, delayed, substituted, incorrect, or ineffective goods sent by a pharmacy partner or other third party, except to the extent otherwise required by applicable law.
We are not responsible for whether a pharmacy partner or other third party meets a patient's expectations regarding delivery, delivery timing, order communication, order tracking, product condition, packaging, medication preparation, medication quality, or other aspects of fulfillment that are controlled by the pharmacy partner or other third party.
2.1.3. Pharmacy Partner Order Completion
A pharmacy partner order is considered fulfilled by the pharmacy partner when the pharmacy partner or its delivery provider has completed delivery according to its applicable delivery records. Proof of delivery, tracking information, delivery timestamps, delivery photographs, recipient information, or other carrier or pharmacy records may be used as evidence of delivery and fulfillment.
Delivery of a pharmacy partner order is separate from completion of the underlying appointment or healthcare service. A delay in payment, prescription submission, pharmacy fulfillment, shipment, or delivery does not by itself change the completion status of an appointment or healthcare service that has already been completed and documented by the provider.
2.1.4. Evidence of Completed Pharmacy Partner Services and Orders
For purposes of determining whether an appointment, healthcare service, prescription-related service, or pharmacy partner order was completed, the Company may consider all applicable records, including:
- Timestamped provider notes documenting the appointment or healthcare service;
- Timestamped EHR entries documenting the provider's review, assessment, treatment decision, or other clinical work;
- A prescription or medication order issued by the provider;
- A timestamped prescription or medication order submitted to a pharmacy partner;
- Pharmacy partner order records;
- Payment records and receipts;
- Medication or order details documented by the provider or pharmacy partner;
- Shipping and tracking records;
- Proof of delivery;
- Communications between the patient, provider, Company, pharmacy partner, or other applicable parties; and
- Other contemporaneous records associated with the appointment, healthcare service, prescription, medication, or order.
A timestamped provider note documenting completion of the applicable healthcare service is sufficient to establish that the provider performed and documented that service for purposes of determining whether the Company's appointment or healthcare service was rendered. A prescription or pharmacy order is not required for the service to be considered completed.
A prescription, medication order, pharmacy order, payment record, or delivery record may provide additional corroborating evidence of the related service or transaction, but the timing of any such record does not control the completion date of the underlying appointment or healthcare service. Accordingly, a prescription or medication order that is submitted after the scheduled appointment, including because payment for the medication or order was received after the appointment, does not establish that the appointment was not completed or that the healthcare service was not rendered.
2.1.5. Pharmacy Partner Issue Resolution and Customer Service
If you are to receive any order from a pharmacy partner after completing the associated appointment(s), qualifying for the order as determined by your healthcare provider, paying the Company for the order in full, maintaining an account not under administrative review or without an outstanding balance, and adhering to all associated requirements, you agree that the Company is solely responsible for submitting the order to the pharmacy partner and for paying the pharmacy partner for the dispensing and fulfillment of your order.
If you encounter an issue with an order involving a pharmacy partner, you agree to contact the pharmacy partner directly to resolve matters within the pharmacy partner's control.
We are unable to control or guarantee matters involving pharmacy preparation, compounding, filling, fulfillment, packaging, shipment, delivery, medication availability, medication quality, or other matters controlled by a pharmacy partner or other third party. You agree to hold the Company harmless for any matters that are caused by or associated with a pharmacy partner rather than the Company.
2.1.6. Pharmacy Partner Order Cancellation
If the patient or patient's responsible party changes or cancels a pharmacy partner order 24 hours (1 calendar day) or more after the order was submitted, we will not provide a refund for the order or applicable costs or fees, except as otherwise required by applicable law or expressly agreed by the Company.
3. Appointments
By requesting, booking, confirming an appointment, and/or having an appointment confirmed, you agree to the following:
- Prepayment Authorization: Be charged in full for your next appointment or appointment subscription up to several weeks before it is scheduled to begin, in a card absent environment.
- Recurring Appointments: Following an initial appointment, you agree that all subsequent appointments shall recur every four 4 weeks (28 calendar days) thereafter, on the same day of the week and at the same time of day, unless otherwise mutually agreed in writing by the Company.
3.1. Appointment and Service Costs
Completion of an appointment or healthcare service is determined by the provider's performance and documentation of the applicable service and is not dependent upon the issuance, submission, payment, fulfillment, shipment, or delivery of a prescription or medication order.
Each appointment type, healthcare service, and/or order has associated costs and/or fees at the rates determined by the Company and/or applicable provider, as applicable, which the patient's responsible party agrees to pay in full prior to the associated scheduled appointment. An appointment or healthcare service may be completed synchronously or asynchronously, depending on the nature of the service, the provider's professional judgment, applicable law, and the manner in which the service is offered.
Each appointment type, service, and/or order has associated costs and/or fees that are at the sole discretion of the intended patient's provider and which the patient's responsible party agrees to have sole responsibility for paying. As soon as any appointment is booked, price is quoted, or for a minimum of 1 month before the commencement of any appointment or subscription, whichever applicable duration is greatest, the responsible party agrees to pay all associated costs and/or fees for the appointment and/or subscription.
As solely determined by the Company, any appointment and/or subscription may have multiple associated appointment types, services, and/or orders that are considered discrete and have separate associated costs and/or fees; these may be aggregated into the same appointment and/or subscription. For example, if a patient has both an ADHD appointment and Weight Loss appointment, these are discrete appointment types with separate associated costs and/or fees, and both appointment types may be conducted during the same appointment and/or subscription at the sole discretion of the Company.
3.2. Completed Appointment and Asynchronous Provider Documentation
An appointment or healthcare service is considered completed when the healthcare provider has performed the applicable clinical or healthcare work and has documented that work in the Company's EHR or other applicable records. For purposes of these Terms, a timestamped provider note or other contemporaneous provider documentation constitutes evidence that the provider completed the applicable appointment or healthcare service.
An appointment may be completed asynchronously. For example, depending on the type of service and applicable requirements, the provider may review patient information, medical history, questionnaires, messages, laboratory information, medication information, or other applicable records and subsequently document the provider's clinical assessment, determination, treatment plan, or other applicable work in the EHR without requiring the patient and provider to communicate simultaneously by telephone or video.
The provider's timestamped documentation may therefore establish completion of an appointment even if:
- No prescription was issued;
- A prescription was issued later;
- A prescription was submitted to a pharmacy later;
- A prescription was cancelled;
- The patient paid for a medication or pharmacy order after the appointment;
- A medication was not immediately available;
- A pharmacy filled or shipped the medication after the appointment;
- A pharmacy order was cancelled or revised; or
- The medication was delivered substantially after the appointment.
The absence, delay, cancellation, non-fulfillment, or non-delivery of a prescription or medication does not, by itself, mean that the underlying appointment or healthcare service was not completed or rendered.
3.3. Prescription and Medication Timing Does Not Determine Appointment Completion
A prescription or medication order may be issued during, immediately following, or after completion of an appointment. The timing of the prescription or medication order may depend on, among other things, patient payment, pharmacy requirements, medication availability, provider review, additional information, or other applicable circumstances.
A delay between completion of an appointment and issuance, submission, payment, fulfillment, shipment, or delivery of a related prescription or medication does not convert a completed appointment into an incomplete, cancelled, or unrendered appointment.
For example, if a provider completes and documents an appointment on the scheduled appointment date, but the patient does not timely pay for a medication that would have been ordered in connection with that appointment, the provider and/or Company may delay submission of the applicable medication order until payment is received. If payment is subsequently received days or weeks later and the medication order is then submitted, the later submission of the medication order does not change the fact that the underlying appointment was completed on the date the provider performed and documented the applicable service. Similarly, if a prescription is never issued because the provider determines that a prescription is not clinically appropriate, is not necessary for the applicable service, or for another reason within the provider's professional judgment, the appointment may nevertheless be considered completed if the provider performed and documented the applicable healthcare service.
3.4. Appointment Completion Records
The Company may use its contemporaneous records to determine whether an appointment or healthcare service was completed. Such records may include timestamped provider notes, EHR entries, provider communications, prescriptions, medication orders, pharmacy orders, payment records, patient communications, and other records associated with the appointment. A timestamped provider note documenting the applicable healthcare service serves to establish completion even when no prescription or pharmacy order exists.
3.5. Multiple Services in One Appointment
We can accommodate multiple medical needs (appointment types or appointment reasons) during the duration of one appointment, but you agree to be charged for each service provided separately at the standard rate determined by the Company. You agree to be charged separately for different visit types during the same visit if we deem it applicable—for example, ADHD and Weight Loss each incur separate charges. If you want us to address multiple medical needs, please have them addressed during the same appointment instead of booking multiple separate appointments.
3.6. Appointment Attendance Timeliness
We expect patients to be available and responsive for their appointments so that we can serve all of our patients. If you are required to participate synchronously in an appointment and do not attend within 10 minutes of your scheduled appointment time, your appointment may be considered a missed appointment (no show), subject to the nature of the appointment and whether the provider is able to complete the applicable service asynchronously. Although expected to be infrequent, your provider may be late to your appointment by up to 1 hour due to busy patient schedules. If your provider is unable to conduct or complete your appointment for any reason, we will reschedule your appointment or otherwise address the appointment as appropriate. If an appointment is completed asynchronously, the absence of a simultaneous telephone or video interaction does not, by itself, constitute a no show or establish that the appointment was not completed. Appointments are primarily conducted between the business hours of 7:45am to 12pm PDT on Monday through Friday, except for noted absences and holidays.
3.7. Prescription Responsibility
Patients are solely and entirely responsible for picking up, ordering, paying for, administering, and taking medication(s) and prescription(s) sent to a pharmacy by their healthcare provider. Patients who are unable or unwilling to pick up, order, pay for, receive, and/or administer or take their prescription(s) that were submitted by their healthcare provider will not receive a refund for any part of their completed appointment(s), subscription(s), prescription(s), medication(s), and/or order(s), except as otherwise required by applicable law.
If you believe that your healthcare provider has not submitted a prescription for you that they promised to, or that your provider submitted your prescription information incorrectly, you have 48 hours to notify your provider and/or the Company. If your provider and/or the Company deem it appropriate, we will make a best effort to correct or submit the prescription, but we do not guarantee any particular result or timing.
We are not responsible for incomplete or incorrect prescription fills by your pharmacy. If your pharmacy does not fill a prescription we submitted to it in part or in whole, fills your prescription incorrectly, or otherwise provides you with medication that we did not prescribe, we are not responsible for that pharmacy's actions.
3.8. Prescription Availability
If your medication is not available to you, or if you otherwise do not receive your medication, we will not provide a refund for a completed appointment solely because the medication was unavailable, delayed, unpaid, unfilled, shipped late, or not received, except as otherwise required by applicable law.
If you need to transfer your prescription to a different pharmacy than the pharmacy you previously confirmed with us, please contact your original pharmacy directly. We are not obligated to transfer your medication(s) and/or prescription(s) to a different pharmacy.
If you have run out of or lost any medications that were prescribed or ordered by your provider at the Company before your next appointment, we may not be able to take any action. It is within the sole professional discretion of your provider whether to take any action, or what action to take, including providing a prescription, replacement, documentation, doctor's letter, or communications with any pharmacy, insurance provider, employer, third party, or other entity. Controlled substance medications are highly regulated and monitored and are subject to additional medical and legal requirements that we must follow.
3.2. Multiple Services in One Appointment
We can accommodate multiple medical needs (appointment types or appointment reasons) in the duration of one appointment, but you agree to be charged for each service provided separately at the standard rate determined by the Company. You agree to be charged separately for different visit types during the same visit if we deem it applicable - for example, ADHD and Weight Loss each incur separate charges.
If you want us to address multiple medical needs for you, please have them addressed during the same appointment instead of booking multiple separate appointments.
3.3. Appointment Attendance Timeliness
We expect patients to be on time for their appointments, so that we can serve all of our patients. If you do not attend your appointment within 10 minutes of your scheduled appointment time, your appointment will be considered a missed appointment (no show).
Although expected to be infrequent, your provider may be late to your appointment by up to 1 hour due to busy patient schedules. If your provider is unable to conduct your appointment for any reason, we will reschedule your appointment.
If the duration of your appointment exceeds the original amount of time allocated for it by 1 minute or more, your healthcare provider may not be able to continue the appointment. If your healthcare provider agrees to extend the duration of your appointment by 1 minute or more, you may be subject to an additional fee that we determine.
3.4. Appointment Time and Date
You acknowledge that the time of your appointment is noted in PST (Pacific Standard Time) by default, unless otherwise indicated. Please convert the time of your appointment according to your local timezone. For example, an appointment time of "8am" means 8am PST / 9am MST / 10am CST / 11am EST. You are solely responsible for adhering to the correct time and date of your appointment accordingly.
3.5. Appointment Recurrence
You agree to have all of your appointments recur every 4 weeks in perpetuity starting with your first appointment, unless otherwise determined by your provider, and to be solely responsible for all associated appointment and order costs.
3.6. Appointment Rescheduling
You may reschedule appointments by messaging your healthcare provider a minimum of 48 hours before your next appointment. Appointments outside of this timeframe will not be rescheduled unless approved by the Company. We reserve the right to charge the full cost of any appointments that are not rescheduled within this timeframe regardless of your attendance. If you attempt to reschedule an appointment outside of this timeframe, do not receive approval, and do not show up for the appointment, your appointment attendance is considered a no show.
If we reschedule an appointment for you that you previously missed (no show), we reserve the right to charge an appointment rescheduling fee that is determined under the sole discretion of the Company.
In the event that we need to reschedule your appointment for a reason not related to your care, you will be notified of your new appointment date and time. We will aim to reschedule appointments during your healthcare provider's soonest available timeslot, or at a time we determine is best. If you are unable to make it to the appointment time we rescheduled for you, please notify us as soon as possible.
3.7. Prescription Responsibility
Patients are solely and entirely responsible for picking up, ordering, paying for, administering, and taking the medication(s) and prescription(s) sent to a pharmacy by their healthcare provider.
Patients who are unable or unwilling to pick up, order, pay for, receive, and/or administer or take their prescription(s) that were submitted by their healthcare provider will not receive a refund for any part of their appointment(s), subscription(s), prescription(s), medication(s), and/or order(s).
If you believe that your healthcare provider has not submitted a prescription for you that they promised to, or that your provider submitted your prescription information incorrectly, you have 48 hours to notify your provider, and/or the Company. If your provider and/or the Company deem it appropriate to, we will make a best effort to correct or submit the prescription, but we do not guarantee any results.
We are not responsible for incomplete or incorrect prescription fills by your pharmacy. If your pharmacy does not fill a prescription we submitted to them in part or in whole, if it has filled your prescription incorrectly, or if it has otherwise given you or sold you a medication that we did not prescribe, we are not responsible.
3.8. Prescription Availability
If your medication is not available to you, or if you otherwise do not receive your medication, we will not provide a refund for your appointment.
If you need to transfer your prescription to a different pharmacy than what you previously confirmed with us, please contact your original pharmacy directly. We are not obligated to transfer your medication(s) and/or prescription(s) to a different pharmacy.
If you have run out of or have lost any medications that were prescribed or ordered by your provider at the Company before your next appointment, we may not be able to take any action. It is under the sole discretion of your provider whether to take any action, or what action to take such as providing a prescription, replacement, documentation, doctors letter, or communications with any pharmacy, insurance provider, employer, third party, or other entity. Controlled substance medications in particular are highly regulated and monitored, and have strict medical and legal obligations that we honor regarding them.
3.9. Appointment Duration
Intended patients agree to any minimum and maximum appointment durations that their healthcare provider sets for them. If the intended patient exceeds the maximum appointment duration, they agree to allow their healthcare provider to end their appointment at their discretion and will not hold the Company or their provider responsible for any consequences. If the intended patient does not meet a minimum appointment duration that their healthcare provider sets for them, they accept that their provider may not be able to provide them with adequate care, and they will not hold the Company or their provider responsible for any consequences.
3.10. Patient Intake Form Completion Requirement
All patient intake forms that we send a patient must be completed in entirety, contain up to date and accurate information, and submitted to us before any appointment they have can begin. This includes the Credit Card Authorization Form. Patients are responsible for updating their information as requested on the Patient Intake Forms at all times, including before each upcoming appointment, while being an active patient of ours.
If we are unable to charge a patient's card on file (the payment card(s) we request from the patient on the Credit Card Authorization Form), and the patient has not updated their card on file before their appointment, we may change the patient's appointment status to "no show" as of the patient's appointment time.
3.11. Accuracy of Patient Information
We reserve the right to cancel appointments if intended patient information is not accurate or has been misrepresented. We will not provide a refund in this case.
3.12. One Patient Per Appointment
We serve a maximum of one patient per appointment. If you need appointments for more than one person, please book separate appointments for each person. If more than one patient is served during an appointment that was scheduled for one person, we reserve the right to charge you accordingly, for multiple appointments.
3.13. Attending Your Virtual Appointment
At the time of your scheduled appointment, please dial into your appointment by clicking the link here.
Our virtual appointments require patients to communicate using video and/or voice calling over the Internet. Patients must be on reasonably fast Internet connections during the entire duration of their appointments. If your healthcare provider is unable to hear and/or see you, please use a faster Internet connection, or use another device to dial in to your appointment link. If you are not able to use a sufficient unable to hear and/or see you after a reasonable attempt, we may cancel or reschedule your appointment.
If you get disconnected from your virtual appointment before it has concluded, we require that you attempt to dial back into your appointment immediately. If you do not successfully join and continue your appointment within five minutes of getting disconnected, we may cancel or reschedule your appointment. If you get disconnected from your appointment more than two times during the course of your appointment, we may cancel or reschedule your appointment.
If your healthcare provider gets disconnected from your virtual appointment before it has concluded, please remain in the appointment link until your healthcare provider dials back in. You are required to follow any instructions that we communicate with you regarding accessing your virtual appointment. If your healthcare provider is unable to reconnect to your virtual appointment, we may cancel or reschedule your appointment.
3.14. Minor Appointment Scheduling Policy
Minors under 18 years of age may not independently request, authorize, manage, or schedule medical appointments with the Company except as permitted by applicable law. Specifically:
- All appointments for minors must be requested, authorized, managed, or scheduled by the minor’s parent or legal guardian unless the minor is legally authorized to consent to specific healthcare services independently under state law (e.g., reproductive health, mental health, substance abuse treatment, emancipation).
- By scheduling an appointment for a minor, you represent and warrant that you are the parent or legal guardian authorized to do so.
- For minors aged 13 to 17 who may have statutory rights to consent to certain care, appropriate documentation and assent are required prior to scheduling as applicable by law.
Failure to comply with these requirements may result in cancellation of the appointment and/or denial of services.
4. Patient Results and Medical Disclaimers
4.1. Patient Results
The Company and healthcare providers do not guarantee patient results. Patients are responsible for following all medication instructions and guidance from their pharmacy and healthcare provider, and assume all risks related to treatments, medications, and services:
-Patient: Patients acknowledge that results or medical outcomes are not guaranteed and that individual responses to treatments and/or medications may vary.
-Patient: Patients are responsible for adhering to all medication limits, best practices, and instructions provided by the pharmacy from which they receive medications, prescriptions, or orders.
-Patient: Patients agree to follow all medication and administering instructions provided by the pharmacy and understand that the healthcare provider and the Company are not responsible for drug interactions, side effects, or other consequences arising from the use or administration of medications.
-Company: Healthcare providers use their medical judgment when treating patients; the Company and providers are not responsible for outcomes or patient satisfaction.
-Patient: If a patient experiences harm, negative health consequences, or is dissatisfied with any aspect of treatment, medical advice, guidance, prescriptions, medications, or services provided, the patient agrees not to hold the healthcare provider or the Company liable.
-Legal: Harm includes, but is not limited to, addiction, overdosing, improper use, side effects, drug interactions, impairment, bodily injury, cancer, death, and reputational, societal, or financial impacts.
4.2. Provider Licensing and Qualifications
Your provider is required to be fully and adequately licensed to practice in the U.S. state of your telehealth visit. For the full list of states approved for non-controlled substances, visit captainmd.com/about.
For more information about your provider's license(s) and qualifications, email ml@captainmd.com.
5. Use of Prescriptions, Medications, and Medical Treatment
5.1. Prescription Services
We may facilitate prescription delivery through partner pharmacies. Prescriptions, prescription changes, and prescription transfers are made and/or sent at the healthcare provider's discretion.
5.2. Prescription Requirements and Pharmacy Disclaimer
All prescribed products require a valid prescription by a licensed healthcare provider. We do not dispense medications directly, and are not affiliated with any pharmacies unless otherwise specified.
We are not able to provide a cost estimate for prescription medications that do not come from a pharmacy partner.
5.3. Controlled Substances Policy and Prescription Monitoring
This policy exists to protect patient safety, comply with legal and ethical standards, and prevent prescription misuse, diversion, and potential harm associated with controlled substances.
5.3.1. Prescription Monitoring
The Company complies with all federal and state regulations regarding the prescribing of controlled substances. As part of this compliance, your provider retrieves and reviews prescription drug monitoring program(s) prior to each potential or scheduled appointment that involves, or may involve, the prescribing or continuation of a controlled substance.
By scheduling or attending an appointment involving a controlled substance, or otherwise having received, potentially receiving, or planning to receive treatment including controlled substances by your provider, you acknowledge and consent to the Company conducting a prescription drug monitoring program review of your record. This ensures appropriate care and legal compliance.
5.3.2. Monitoring and Enforcement
According to the law, controlled substance medications include, but are not limited to: select ADHD medications, anabolic steroids such as testosterone, phentermine, Suboxone, Subutex, buprenorphine, select sleep medications, benzodiazepines, and opioids. View the complete and most up to date list of controlled substances here.
The Company reserves the right to verify prescribing histories and controlled substance records through prescription drug monitoring programs and other lawful means.
If prescription drug monitoring program data or other credible evidence indicates behavior consistent with doctor shopping, medication diversion, misuse, or deception, the Company may, at its sole discretion, decline to prescribe controlled substances or discharge the patient from care.
The Company’s decision to discharge or restrict treatment in such circumstances shall be final.
5.3.3. Single Prescriber Requirement
To ensure safe and lawful prescribing practices, patients agree not to obtain or attempt to obtain controlled substance prescriptions from any other prescriber or entity outside of the Company unless expressly authorized in writing by the Company. This requirement is in place to prevent “doctor shopping,” medication misuse, and duplicate or conflicting prescriptions.
5.3.4. Accuracy of Patient Information
By using our Platform and Services, you agree to represent all health, medical, personal, contact, and location information you provide with full accuracy.
5.3.5. Patient Responsibility and Cooperation
Patients are required to disclose all current medications, prescribing providers, and pharmacies used for any controlled substances at each appointment involving such medications. Failure to provide complete and accurate information, or evidence that controlled substances have been obtained outside the Company without prior written authorization, may result in the immediate suspension or termination of care.
Patients acknowledge and agree that any appointment involving the evaluation, initiation, or continuation of a controlled substance prescription may result in a maximum supply of up to thirty (30) days, and that no refills will be issued.
Providers may prescribe up to this maximum supply at a time. Patients may not pick up or receive any additional supply of the same controlled medication until at least thirty (30) days have elapsed from the date of the previous pickup from their designated pharmacy.
Each controlled substance prescription requires a separate appointment. Patients may receive no more than one (1) thirty-day prescription per appointment, per month for any given controlled substance.
The Company reserves the right to issue a smaller quantity or shorter duration of any controlled medication when required by law or regulation, or when, in the Company’s sole professional judgment, doing so is in the best interest of the patient’s health and safety.
5.3.6. Weight Loss Patients
5.3.6.1 Weight Loss Patients Consumer Bill of Rights
Weight loss patients should make an informed decision to pursue weight loss using prescription medications by reading the following:
A. WARNING: Rapid weight loss may cause serious health problems. (Rapid weight loss is weight loss of more than 1.5 pounds to 2 pounds per week, or weight loss of more than 1% of body weight per week after the second week of participation in any weight loss plan.)
B. Only permanent lifestyle changes - such as making healthful food choices and increasing physical activity - promote long-term weight loss.
C. Consult your healthcare provider before starting any weight loss plan.
D. Qualifications of your healthcare provider are available upon request.
E. You have a right to:
- Ask questions about the potential health risks of any weight loss plan, and what your healthcare provider will support and educate you about.
- Know the price of treatment, including the price of any extra products and services (if applicable).
- Know the plan duration that is being recommended for you.
If you seek or receive weight loss services and/or products from the Company, you agree that you and any legally required party (legal guardian, parent(s) of minor, medical decision maker, and/or responsible party) have read and understood the relevant warnings and precautions, and personally and fully accept any consequences. You agree to hold the Company, its directors, employees, contractors, and affiliates harmless against any consequences related to or resulting from weight loss services and products. You are solely responsible for the use of any services and medication, and for keeping your full medical history updated at all times. You agree to disclose the following immediately and in full to your provider: concurrent medication(s) and drug use, side effects, health concerns, and any issues that may arise while using weight loss services and/or products.
Weight loss patients must be a minimum age of 12 years old.
You have read and agree to the Weight Loss Consumer Bill of Rights, and understand that you can access the latest versions of it online. You are responsible for accessing the latest versions. State-specific versions are as follows:
FLORIDA: 501.0575 Weight-Loss Consumer Bill of Rights (September 17, 2026)
NEW YORK: Article 30B Weight Loss Services (September 17, 2026)
5.3.6.2 Concurrent Use of Weight Loss Medications and Other Medications
Concurrent Use of Weight-Loss Medications and Other Medications
Patients must disclose all medications, drugs, supplements, and other substances they are currently taking or using to their healthcare provider before starting, continuing, or changing a weight-loss medication. This disclosure requirement applies regardless of whether the medication or substance was prescribed by a healthcare provider affiliated with the Company, prescribed by another healthcare provider, obtained through another medical practice or pharmacy, obtained from another source, or used without a prescription.
Patients must not assume that the Company or its healthcare providers are aware of medications prescribed or supplied by other healthcare providers or obtained from other sources.
Concurrent use of a weight-loss medication with certain other medications or substances may increase, compound, or otherwise alter potential risks. Patients who are taking a weight-loss medication concurrently with any such medication or substance acknowledge and agree to the potential risks associated with concurrent use and agree to provide complete and accurate medication and substance-use information and to follow the instructions and monitoring recommendations of their healthcare provider.
Stimulant Medications
Patients taking stimulant medications, including but not limited to amphetamine products, dextroamphetamine, amphetamine/dextroamphetamine (Adderall), lisdexamfetamine (Vyvanse), methylphenidate (Ritalin, Concerta), dexmethylphenidate (Focalin), or other stimulant medications, should inform their healthcare provider before beginning or changing weight-loss medication.
Weight-loss medications and stimulant medications may both affect appetite and food intake. Depending on the medications involved, concurrent use may increase the risk of:
- reduced appetite or substantially decreased food intake;
- inadequate caloric or nutritional intake;
- excessive or unintended weight loss;
- dehydration, particularly when nausea, vomiting, diarrhea, or inadequate fluid intake occurs;
- increased heart rate or blood pressure;
- palpitations, dizziness, weakness, or fainting;
- insomnia, nervousness, agitation, or other stimulant-related effects; and
- other adverse effects requiring medical evaluation or medication adjustment.
Buprenorphine, Buprenorphine/Naloxone, Suboxone, and Subutex
Patients taking buprenorphine, buprenorphine/naloxone (including Suboxone), buprenorphine-only products (including Subutex), or other buprenorphine-containing medications must inform their healthcare provider before beginning or changing weight-loss medication.
Weight-loss medications may cause nausea, vomiting, diarrhea, constipation, abdominal pain, reduced appetite, and decreased food or fluid intake. Buprenorphine-containing medications may also cause gastrointestinal and other medication-related effects. Concurrent use may therefore increase the likelihood or severity of certain gastrointestinal symptoms, reduced food or fluid intake, dehydration, weakness, dizziness, or excessive or unintended weight loss.
Certain GLP-1 receptor agonists and GLP-1/GIP receptor agonists also delay gastric emptying and may affect the absorption of concomitantly administered oral medications. Patients taking oral medications should inform their healthcare provider so that potential effects on medication absorption can be considered.
Benzodiazepines and Other Sedating or Central Nervous System Depressant Medications
Patients taking benzodiazepines or other medications that cause sedation or central nervous system depression must disclose those medications before beginning or changing weight-loss medication.
Benzodiazepines include, among others, alprazolam (Xanax), lorazepam (Ativan), clonazepam (Klonopin), diazepam (Valium), and temazepam, as well as other benzodiazepine medications.
Patients should also disclose other sedating or central nervous system depressant medications, including, as applicable, sleep medications, sedative-hypnotics, tranquilizers, muscle relaxants, gabapentinoids such as gabapentin or pregabalin, certain antipsychotic medications, anesthetic medications, and other medications that may cause significant sedation.
Of particular importance, when buprenorphine is used concurrently with benzodiazepines or other central nervous system depressants, including other opioids, the risk of serious adverse effects—including profound sedation, respiratory depression, overdose, and death—may be increased. The FDA prescribing information for Suboxone specifically warns about these risks.
Patients taking these medications must provide complete and accurate information to their healthcare provider so that the provider can determine whether concurrent treatment is appropriate and whether additional monitoring or other precautions are necessary.
Opioid Medications
Patients must disclose the use of all opioid medications, whether prescribed by the Company, another healthcare provider, or obtained from another source.
This includes, but is not limited to, buprenorphine, buprenorphine/naloxone, Suboxone, Subutex, oxycodone, hydrocodone, morphine, codeine, tramadol, fentanyl, methadone, oxymorphone, hydromorphone, and other opioid-containing medications.
Concurrent use of opioids with other medications may increase the risk of sedation, dizziness, impaired coordination, constipation, nausea, vomiting, dehydration, and other adverse effects. In particular, concurrent use of buprenorphine or other opioids with benzodiazepines or other central nervous system depressants may increase the risk of profound sedation, respiratory depression, overdose, and death.
Patients should also disclose any use of non-prescribed, recreational, or illicit substances, including opioids or other substances that may cause sedation or respiratory depression, because such substances may materially change the risks associated with treatment.
Combined Medication Risks
Patients acknowledge that taking a weight-loss medication while concurrently taking one or more other medications or substances may result in risks that are different from, or greater than, the risks associated with either medication or substance alone.
Potential risks may include, depending on the medications or substances involved:
- Reduced appetite and inadequate nutritional intake;
- Excessive or unintended weight loss;
- Nausea, vomiting, diarrhea, constipation, or abdominal pain;
- Dehydration;
- Dizziness, weakness, or fainting;
- Increased or decreased blood pressure;
- Increased heart rate or palpitations;
- Excessive sedation or impaired alertness;
- Impaired coordination;
- Delayed gastric emptying and altered absorption of oral medications;
- Respiratory depression;
- Overdose; and
- Other serious or unexpected adverse effects.
Concurrent use does not necessarily mean that the medications cannot be used together. The appropriateness of concurrent use depends on the patient's complete medication regimen, doses, medical history, medical conditions, treatment goals, and other individual circumstances and must be determined by the patient's healthcare provider.
By seeking weight loss services, patients acknowledge and agree that they have a responsibility to fully and accurately disclose all medications and substances they are taking or using, regardless of who prescribed, dispensed, supplied, or recommended them, and acknowledge the potential risks associated with failing to provide complete information.
Patients must not stop, discontinue, or change the dose of a prescribed medication—including a stimulant, benzodiazepine, opioid, buprenorphine-containing medication, or other medication—without first consulting the healthcare provider responsible for that medication.
Patients should seek prompt medical attention for difficulty breathing, unusual or severe sedation, inability to stay awake, fainting, chest pain, significant or persistent palpitations, severe or persistent vomiting or diarrhea, inability to maintain adequate fluid intake, severe abdominal pain, or other severe or unusual symptoms.
5.3.7. ADHD Treatment Services
The Company offers Standard and Advanced ADHD Treatment Services.
Definition of ADHD Service:
The Company’s ADHD service includes the evaluation, diagnosis, and management of ADHD as deemed appropriate by your provider, which may include the prescription of standard and advanced ADHD medications, follow-up visits, and other clinically appropriate interventions.
Standard ADHD Treatment Medications include:
- Amphetamine (Adderall)
- Lisdexamfetamine (Vyvanse)
- Methylphenidate (Concerta, Ritalin)
- Atomoxetine (Strattera)
Advanced ADHD Treatment Medications may include, but are not limited to:
- Buspirone
- Guanfacine
- SSRIs such as Citalopram (Celexa), Escitalopram (Lexapro), Fluoxetine (Prozac), Fluvoxamine (Luvox), Paroxetine (Paxil), and Sertraline (Zoloft)
Anxiety treatment