Your membership in the subscription program (“Subscription Services”), including your ability to access the services, begins once you have completed the intake form, at which time you will be charged for the first month of the Subscription Services.
The Subscription Services include access to third-party licensed healthcare providers and pharmacies, as applicable, through partner platforms. Subscription Services may include provider consultations (live or asynchronous), medications where appropriate, lab services, care support, and online or patient support services. Please review our FAQs below for additional information.
If you are disqualified by a medical provider for any medical reason prior to medication being ordered, you will receive a full refund.
You may cancel your Subscription Services at any time for any reason. To cancel your Subscription Services, please contact customer service at support@luvohealth.com and request a cancellation, or follow the cancellation process available through your online account, if applicable.
To ensure a smooth process, cancellation requests must be received at least seventy-two (72) hours prior to your next billing date. If this notice period is not met, your subscription will be charged on the next billing date, and the cancellation will take effect on the subsequent billing cycle.
After cancellation, you will continue to receive Subscription Services through the end of your current billing cycle.
Please review the Refund Policy below to determine whether you are eligible for a refund following cancellation.
You may request or be issued a refund for your current billing cycle only if, at the time of the request or cancellation, your medication has not been ordered.
For purposes of this policy, a medication is considered “ordered” once a prescription has been issued and transmitted to a dispensing pharmacy for fulfillment.
For new patients, medication is generally considered ordered upon submission of the intake form if no live video visit is required, or upon completion of the required video visit if a live visit is required. For returning patients, medication is typically considered ordered once a refill intake is submitted for the applicable billing cycle.
Clinical services, including provider consultations and medical reviews, are non-refundable once rendered, regardless of medication fulfillment status.
Our refund policy follows applicable pharmaceutical regulations and best practices. Federal law generally prohibits the return of prescription medications once they have been ordered to a patient, in order to protect public health and safety. If your medication has been ordered prior to cancellation, you are not eligible for a refund.
Refunds apply only to the most recent billing cycle and will not be issued for prior billing cycles.
If you purchased a bundled or multi-month plan, refunds will be calculated on a prorated basis using the standard, non-bundled monthly retail price in effect at the time of purchase, based on the number of medication shipments already received.
Please inspect your medication immediately upon receipt. If your medication appears damaged or incorrect, contact customer service immediately at support@luvohealth.com.
In most cases, damaged or incorrect medications will be replaced by the dispensing pharmacy. Refunds will be considered on a case-by-case basis upon verification of damage or error. When possible, replacement will be provided instead of a refund.
Your Subscription Services represent a single price for the selected subscription. This price may include provider consultations, medical reviews, medications fulfilled through a pharmacy, lab services, care support, and patient support services. Included services, labs, and medications may vary depending on your subscription and medical eligibility.
If your provider determines that you are no longer eligible for Subscription Services, your subscription will be canceled and a refund may be issued in accordance with this Cancellation and Refund Policy. If you have questions regarding an eligibility-based cancellation, please contact customer service at support@luvohealth.com.
Unless otherwise stated, Luvo Health’s Terms and Conditions govern this Subscription Services Cancellation and Refund Policy https://luvo-site.webflow.io/terms-and-conditions
In all events, you are responsible for fees related to healthcare services rendered. This policy governs Subscription Services fees only.
