TRIMFITT PATIENT REFUND, REPLACEMENT & DISPUTE POLICY
Physician-Led Longevity & Telehealth Wellness
Effective Date: March 31, 2026 | Document Version: 1.0 | Review Cycle: Annual | Classification: Patient-Facing | Legally Binding
1. Preamble & Agreement to Policy
This Refund, Replacement, and Dispute Policy (“Policy”) is a legally binding agreement between you (“Patient”) and TrimFitt LLC (“TrimFitt,” “we,” “us,” or “our”), a physician-led telehealth wellness company operating under applicable federal and state healthcare regulations. By purchasing any product, service, or membership through TrimFitt, and specifically by submitting payment for any TrimFitt invoice, you acknowledge that you have read, understood, and irrevocably agreed to be bound by every term and condition of this Policy.
This Policy governs all transactions involving compounded and/or commercially available medications including, but not limited to: ketamine preparations, GLP-1/GIP receptor agonists, hormone replacement therapies (HRT/BHRT), and NAD+ preparations (collectively, “Medications”), as well as clinical consultation services and membership plans.
IMPORTANT LEGAL NOTICE
Compounded medications are prepared specifically for individual patients pursuant to a valid prescription. Under federal law (21 U.S.C. § 353b) and applicable state pharmacy regulations, compounded medications that have been dispensed by a licensed pharmacy CANNOT be returned, restocked, or resold. This Policy reflects those legal constraints while providing fair and reasonable remedies where applicable.
1A. Payment as Acceptance — Legally Binding Agreement by Transaction
NOTICE: PAYMENT CONSTITUTES LEGALLY BINDING ACCEPTANCE OF THIS POLICY
BY SUBMITTING PAYMENT FOR ANY TRIMFITT INVOICE, TREATMENT PLAN, PRESCRIPTION ORDER, CONSULTATION FEE, MEMBERSHIP CHARGE, OR ANY OTHER TRIMFITT SERVICE OR PRODUCT — WHETHER BY CREDIT CARD, DEBIT CARD, ACH TRANSFER, ELECTRONIC PAYMENT PLATFORM, OR ANY OTHER METHOD OF PAYMENT — THE PATIENT EXPRESSLY AND IRREVOCABLY AGREES TO ALL TERMS AND CONDITIONS OF THIS REFUND, REPLACEMENT, AND DISPUTE POLICY IN THEIR ENTIRETY AS IF THE PATIENT HAD SIGNED THIS DOCUMENT IN WRITING.
Payment constitutes the Patient’s legally binding electronic acceptance of this Policy, equivalent in force and effect to a handwritten signature under the Electronic Signatures in Global and National Commerce Act (E-SIGN Act, 15 U.S.C. § 7001 et seq.) and the Uniform Electronic Transactions Act (UETA) as adopted by the State of Florida (Fla. Stat. § 668.50). No additional written signature is required for this Policy to be fully enforceable against the Patient.
IF YOU DO NOT AGREE TO THIS POLICY, DO NOT SUBMIT PAYMENT. Submission of payment without objection constitutes unambiguous, voluntary, and informed acceptance of this Policy.
This payment-as-acceptance provision applies to every financial transaction with TrimFitt, including:
- Initial telehealth consultation fees and onboarding charges
- Any prescription medication order or refill
- Recurring monthly membership billing under any TrimFitt membership tier
- Automatic or manually processed renewal, refill, or subscription charges
- Add-on services, ancillary products, laboratory orders, or supply charges
- Any partial payment, deposit, co-payment, or installment toward a TrimFitt service or product
This Policy is made available to the Patient prior to payment via TrimFitt’s patient intake portal, the TrimFitt website (www.trimfitt.com/refund-policy), and through TrimFitt’s onboarding and order confirmation communications. The Patient’s act of submitting payment confirms that they have had a reasonable and sufficient opportunity to review this Policy before completing the transaction, and that they have chosen to proceed with full knowledge and acceptance of its terms.
TrimFitt reserves the right to update or amend this Policy at any time with thirty (30) calendar days’ advance written notice delivered to the Patient’s email address on file. Continued payment of any TrimFitt invoice following the expiration of the notice period shall constitute the Patient’s acceptance of the amended Policy. The version of this Policy in effect at the time of each payment transaction shall govern that specific transaction.
2. Scope of This Policy
This Policy applies to all Patients enrolled in or utilizing TrimFitt services, including patients accessing services via telehealth, in-person consultation, or through any TrimFitt-affiliated clinical partner. It covers:
- All compounded Medications dispensed through TrimFitt’s partnered licensed compounding pharmacies
- Commercially available pharmaceutical products recommended or provided through TrimFitt
- Clinical consultation fees and telehealth service charges
- Membership plan fees (Standard, Ambassador VIP, Elite Concierge tiers)
- Ancillary products such as supplies, devices, or supplements offered through TrimFitt
This Policy does NOT apply to services rendered by independent third-party laboratories, imaging providers, or external healthcare facilities.
3. Quick Reference Summary
The table below summarizes key parameters by category. Full terms are set forth in Sections 4 through 11.
| CATEGORY | REPORT WINDOW | REFUND/CREDIT ELIGIBILITY | KEY NOTES |
|---|---|---|---|
| Standard Treatments ( GLP-1/GIP · Hormones / HRT/BHRT · NAD+) |
14 days from confirmed delivery | Store credit or replacement for documented product defects. No cash refunds on dispensed compounded Rx. | Side effects, titration changes, and subjective efficacy do NOT qualify. Improper patient storage voids eligibility. |
| Ketamine (Nasal spray · Lozenges · Compounded preparations) |
14 days from delivery, STRICT PHARMACY DEADLINE | Pharmacy-directed remedy only. Spray pump failure → empty replacement spray bottle shipped. No full medication replacement for mechanism defect alone. | Controlled substance (Schedule III). MUST report within 14 days — no exceptions. TrimFitt cannot escalate to pharmacy after this window. |
| Delayed Packages | >5 business days past estimated delivery | Replacement or store credit after carrier investigation. | Incorrect patient address, weather, and force majeure events are excluded. |
| Lost Packages | Within 14 days of ship date | Replacement dispatched after carrier confirms loss. Limit: 1 replacement per order per 12-month period. | Signed non-receipt declaration may be required. |
| Consultations & Clinical Fees | Cancel ≥48 hrs before: full credit Cancel <48 hrs: 50% credit No-show: no credit |
No refund for rendered services. | Telehealth access fees non-refundable once service is delivered. |
| Membership Fees | Cancel with 30 days written notice | No refund for elapsed months. | Rate locks tied to Ambassador VIP status terminate upon cancellation. |
4. General Refund Principles & Non-Refundable
Items
The following principles apply across all Medication and service categories covered by this Policy
4.1 No Cash Refunds on Dispensed Compounded Medications
Once a compounded prescription medication has been prepared, dispensed, and shipped by the pharmacy, no cash refund will be issued under any circumstances, regardless of whether the medication was used. Available remedies are limited to store credit, replacement product, or pharmacy-directed corrective action as described in the applicable sections below.
4.2 Non-Refundable Categories — All Treatments
The following circumstances are non-refundable under all treatment categories:
- Medications that have been opened, partially used, or physically altered by the Patient
- Medications improperly stored or handled by the Patient after receipt (e.g., failure to refrigerate as directed)
- Treatment outcomes, including weight loss results, hormonal response, cognitive effects, or subjective perception of efficacy
- Side effects, adverse reactions, or therapeutic intolerances consistent with known pharmacological profiles of the prescribed medication
- Consultations rendered, telehealth access fees, and clinical assessment charges
- Membership fees for months already initiated or elapsed
- Costs associated with required laboratory testing or diagnostic services
4.3 Reporting Window
Issues with any Medication or shipment must be reported to TrimFitt within fourteen (14) calendar days of the confirmed delivery date, except as noted in Section 7 (Lost Packages) or as otherwise required by pharmacy policy. Failure to report within the applicable window forfeits all remedies under this Policy.
HOW TO REPORT
Email: care@trimfitt.com | WhatsApp: (305) 395-2725
Include: Full name, date of birth, order/prescription number, a description of the issue, and photographs where applicable (damaged packaging, defective device, labeling errors).
TrimFitt will acknowledge your report within 2 business days.
5. Standard Treatments - GLP1s · Hormones · NAD+ etc
This section governs all non-ketamine compounded and dispensed Medications prescribed through TrimFitt, including:
• GLP-1 / GIP receptor agonists: Tirzepatide, Semaglutide, and related agents
• Hormone replacement therapy (HRT/BHRT): Estradiol, progesterone, testosterone (injectable, topical, subcutaneous), DHEA, thyroid, and related preparations for men and women
• NAD+ preparations: Nasal spray, intramuscular injection, sublingual, and IV formulation
5.1 Qualifying Defects: Eligibility for Replacement or Store Credit
A store credit or replacement may be issued for any Standard Treatment Medication under the following circumstances:
• Product arrives with visibly damaged packaging — broken vial, cracked syringe, leaking container, or compromised seal
• Product label contains an error inconsistent with the prescribing provider’s order on file (pharmacy dispensing error)
• Product is received past its documented expiration or beyond-use date (BUD)
• Product is received outside the required cold-chain temperature range, with verifiable documentation (temperature indicator or carrier record)
• Vial stopper or container seal is compromised, punctured in transit, or shows signs of contamination not attributable to Patient handling
• Injectable preparations exhibit particulate matter not consistent with normal compounding (beyond expected turbidity)
• Nasal spray pump mechanism, including NAD+ nasal spray, fails to actuate, does not spray, or delivers inconsistent volume. Remedy: empty replacement spray bottle shipped; Patient transfers medication per written instructions
• Compounded topical preparations (creams, gels) arrive in a damaged, unsealed, or leaking container
• Incorrect concentration or dosage strength dispensed relative to the prescription on file, documented as a pharmacy error
5.2 Non-Qualifying Circumstances: Standard Treatments
The following do NOT constitute product defects and are not eligible for refund, credit, or replacement:
- Dissatisfaction with therapeutic outcomes, weight loss rate, hormonal response,
cognitive effects, or NAD+ energy response - Side effects or intolerances within expected pharmacological parameters for the
prescribed class of medication - Hormonal adjustment symptoms (mood changes, spotting, bloating, libido fluctuation, acne) during the first 30 to 90 days of a new hormone protocol, these are expected physiological adaptation responses
- Gastrointestinal effects associated with GLP-1/GIP class medications
- Patient decision to discontinue treatment for personal reasons
- Dose optimization changes during protocol titration, unused medication from a prior
dose level is not refundable - Drug supply delays attributable to national shortage or force majeure
- Improper storage or handling by the Patient after confirmed delivery
- Errors in self-administration
- Requests submitted after the 14-day reporting window
- Hormone pellet insertion procedures — non-refundable once inserted, the procedure is nonrefundable regardless of patient tolerance or response
- IV NAD+ infusions initiated — non-refundable once infusion has begun for the
prescribed class of medication
5.3 Process
Patient must contact TrimFitt within 14 days of the confirmed delivery date with photographic evidence of the defect. TrimFitt will coordinate with the dispensing pharmacy to determine eligibility. If approved, a replacement shipment will be dispatched at no additional cost, or a store credit equivalent to the affected product’s value will be applied to the Patient’s account within 5 business days of approval.
5.4 Eligibility for Replacement or Store Credit
A replacement or store credit may be issued for medications under the following circumstances:
• Product arrives visibly damaged (e.g., broken vial, cracked syringe, leaking packaging)
• Product label contains an error inconsistent with the provider’s prescription • Product is received past its documented expiration or beyond-use date (BUD)
• Product is received at a temperature outside the required cold-chain range (Patient must provide documentation of packaging temperature indicator if included)
• Vial stopper is compromised, punctured in transit, or shows signs of contamination not attributable to Patient handling
5.5 Non-Qualifying Circumstances
• Dissatisfaction with perceived medication potency or therapeutic outcomes, including perceived lack of efficacy
• Side effects or intolerances within expected pharmacological parameters
• Errors in self-administration
• Improper storage by Patient after confirmed delivery
• Requests made after the 14-day reporting window
5.6 Process
Patients must contact TrimFitt within 14 days of delivery with photographic or video evidence of the defect. TrimFitt will coordinate with the dispensing pharmacy to determine eligibility. If approved, a replacement shipment will be issued at no additional cost, or a store credit equivalent to the affected product’s value will be applied to the Patient’s account within 5 business days.
6. Ketamine Preparations - Special Pharmacy
Policy
TrimFitt offers ketamine therapy in multiple formulations including sublingual lozenges (troches), nasal spray, and other compounded preparations. Due to the controlled substance classification of ketamine (Schedule III) and the specific dispensing requirements imposed by our partnered licensed compounding pharmacies, Ketamine refunds and replacements are governed primarily by pharmacy policy, not solely by TrimFitt policy. The terms below reflect the pharmacy’s requirements that all Patients must observe.
CRITICAL PHARMACY POLICY — 14-DAY REPORTING WINDOW
If there is ANYTHING wrong with your ketamine medication, packaging, delivery condition, or dispensing device, you MUST notify TrimFitt within FOURTEEN (14) CALENDAR DAYS of confirmed delivery. This is a strict pharmacy-imposed requirement. Reports received after 14 days from delivery CANNOT be escalated to the pharmacy for remedy, and TrimFitt will be unable to obtain a replacement or credit on your behalf. This deadline is non-negotiable and non-waivable.
6.1 Reporting Requirements for Ketamine — What to Report
Contact TrimFitt immediately within 14 days if you observe any of the following:
• Nasal spray bottle: pump mechanism fails to prime, does not spray, sprays inconsistently, or delivers incorrect volume per actuation
• Nasal spray bottle: bottle is leaking, cracked, or physically damaged
• Lozenges / troches: tablets arrive broken, crumbled, melted, discolored, or with visible contamination
• Lozenges / troches: incorrect count (fewer units than dispensed quantity on label)
• Any formulation: package seal is broken upon receipt
• Any formulation: labeling does not match the prescription or contains apparent error
• Any formulation: product has unusual odor, color, or appearance inconsistent with prior fills
• Any formulation: temperature excursion documented upon delivery
6.2 Defective Nasal Spray Pump Mechanism
If a ketamine nasal spray bottle is received and the spray pump mechanism is defective, nonfunctional, or fails to actuate properly, the following pharmacy-directed remedy applies:
SPRAY PUMP REPLACEMENT PROCEDURE
The dispensing pharmacy will ship an empty replacement spray bottle (the spray pump housing and actuator mechanism only) at no charge. The Patient will transfer the medication from the defective bottle into the replacement bottle. TrimFitt will provide written transfer instructions if needed. The pharmacy does NOT re-dispense a full replacement medication fill solely for a pump mechanism defect.
Patients experiencing difficulty with the transfer procedure should contact TrimFitt at care@trimfitt.com or via WhatsApp at (786) 492-3828 for guided assistance. In cases where the medication itself is lost or contaminated during a medically directed transfer, TrimFitt will work with the pharmacy to evaluate whether a partial replacement is warranted on a case-bycase basis.
6.3 Lozenge / Troche Defects
Broken or structurally compromised lozenges that result from transit damage (as evidenced by packaging damage) may be eligible for a partial or full replacement at the pharmacy’s discretion. Patient must:
• Report within 14 days of delivery
• Provide photographs of damaged lozenges and outer packaging
• Retain all packaging materials until the claim is resolved
Lozenges that are broken due to normal post-delivery handling by the Patient do not qualify for replacement.
6.4 Controlled Substance Considerations
As a Schedule III controlled substance, ketamine is subject to DEA and state pharmacy board regulations. TrimFitt and its pharmacy partners are legally prohibited from accepting returned ketamine products. All remedies are limited to replacement (subject to pharmacy approval) or, where replacement is not pharmacologically or legally feasible, a store credit toward a future eligible service
6.5 Patient Acknowledgment: Ketamine
By accepting dispensing of a ketamine prescription through TrimFitt, Patient expressly acknowledges:
• The 14-day pharmacy reporting window and the consequences of failing to report within that window
• That defective spray pump mechanisms result in shipment of an empty replacement spray bottle, not a full medication replacement
• That therapeutic dissatisfaction, including inadequate analgesic or psychedelic response, does not constitute a defect under this Policy
• That storage and handling requirements specific to the dispensed formulation are the Patient’s responsibility.
7. Delayed and Lost Packages
7.1 Estimated Delivery Times
Standard estimated delivery times are provided at the time of shipment notification. These estimates are provided by the carrier and are not guaranteed by TrimFitt or the dispensing pharmacy. Delivery timelines may vary based on carrier capacity, weather, address verification delays, and geographic factors.
7.2 Delayed Packages
A package is considered delayed if it has not been delivered within five (5) business days beyond the estimated delivery date provided in the shipment notification.
To report a delayed package:
• Contact TrimFitt via email or WhatsApp with your name, order number, and tracking number
• TrimFitt will initiate a carrier trace investigation on your behalf
• Investigation periods typically take 3 to 7 business days depending on carrier
• If the carrier confirms delay is attributable to their error or loss in transit, TrimFitt will issue a replacement shipment or store credit
Packages delayed due to the following are NOT eligible for replacement or credit:
• Incorrect or incomplete shipping address provided by Patient at time of order
• Weather events, natural disasters, or government-declared emergencies affecting carrier networks
• Carrier-declared force majeure events
• Packages showing ‘Delivered’ status in carrier tracking but reported as not received (see Lost Package process below)
7.3 Lost Packages
A package is considered lost if the carrier confirms that it cannot locate the shipment, or if a package shows a ‘Delivered’ status but was not received by the Patient.
For packages showing ‘Delivered’ but not received:
• Patient must report to TrimFitt within thirty (14) calendar days of the carrier-confirmed delivery date
• Patient must check all delivery locations (mailbox, building lobby, neighbor, side/rear entrances) and confirm with household members
• TrimFitt will file a carrier claim and, where applicable, conduct a GPS delivery point investigation
• TrimFitt may require Patient to submit a signed written declaration confirming nonreceipt of the package
• Upon carrier confirmation of loss or undeliverability, TrimFitt will dispatch a replacement shipment or issue a store credit
REPLACEMENT LIMIT
TrimFitt will issue a maximum of one (1) replacement shipment per order per Patient within any twelve (12) month period for lost package claims. Patients with a documented pattern of claimed non-delivery may be required to select a signature-required delivery option for future orders.
7.4 Temperature-Sensitive Medications and Shipping Delays
Medications requiring refrigeration (e.g., injectable hormones) that experience extended shipping delays may be compromised. Patients should assess product integrity upon receipt using any included temperature indicators. If temperature excursion is suspected:
- Do not use the medication
- Photograph the packaging, temperature indicator (if present), and product
- Contact TrimFitt within 48 hours of delivery to initiate a temperature excursion claim
Temperature excursion replacements are subject to carrier claim investigation and pharmacy determination of whether the product is still within acceptable limits.
8. Consultations, Clinical Fees & Membership
Plans
81.1 Telehealth Consultations
Clinical consultation fees are charged at the time of scheduling or service delivery. The following cancellation and refund terms apply:
- Cancellations made at least 48 hours before a scheduled appointment: full credit issued toward a future consultation
- Cancellations made less than 48 hours but more than 4 hours before appointment: 50% credit toward a future consultation
- Cancellations made within 4 hours of appointment or no-shows: no credit or refund issued
- Consultations rendered in full: non-refundable regardless of treatment outcome
8.2 Membership Fees
Monthly membership fees (Standard Ketamine Core, Ambassador VIP, Elite Concierge) are billed on a recurring monthly basis. The following terms apply:
- Membership fees for months already initiated are non-refundable
- Patients may cancel their membership at any time with thirty (30) days written notice to care@trimfitt.com; no further charges will be incurred after the cancellation effective date
- Promotional or locked-rate pricing associated with Ambassador VIP status terminates upon cancellation; reinstatement is not guaranteed
- Elite Concierge membership fees are non-refundable and membership is nontransferable
9. Dispute Resolution
9.1 Internal Dispute Process
Patients who believe they have been incorrectly denied a refund, replacement, or credit under this Policy may submit a written dispute to TrimFitt within thirty (30) calendar days of the adverse determination. Disputes must be submitted to care@trimfitt.com with the subject line “POLICY DISPUTE — [Patient Name] — [Order Number]” and must include:
- A clear statement of the disputed determination
- Supporting documentation (order confirmations, tracking information, photographs, correspondence)
- Requested remedy
TrimFitt will acknowledge receipt within 2 business days and issue a written determination within 15 business days of receipt of all supporting materials.
9.2 Binding Arbitration
Any dispute arising out of or related to this Policy that cannot be resolved through the internal dispute process shall be submitted to binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules then in effect. Arbitration shall take place in Miami-Dade County, Florida. The Federal Arbitration Act governs the interpretation and enforcement of this arbitration provision. Judgment on the arbitration award may be entered in any court of competent jurisdiction.
9.3 Class Action Waiver
Patient waives the right to participate in class action litigation or class-wide arbitration related to any dispute covered by this Policy. All disputes must be resolved on an individual basis.
9.4 Governing Law
This Policy shall be governed by and construed in accordance with the laws of the State of Florida, without regard to conflict of law principles. To the extent not preempted by federal law, applicable Florida statutes governing healthcare, pharmacy, and consumer transactions shall apply.
10. Regulatory Compliance & Limitation of
Liability
10.1 Compounding Pharmacy Regulations
All compounded medications dispensed through TrimFitt are prepared by PCAB-accredited and/or state board-licensed compounding pharmacies in compliance with USP <795>, USP <797>, and applicable 503A/503B requirements. TrimFitt’s refund and replacement obligations are limited by and subordinate to the legal and regulatory constraints imposed on compounding pharmacies by federal law and applicable state pharmacy board regulations.
10.2 Limitation of Liability
TrimFitt’s maximum liability under this Policy shall not exceed the amount paid by the Patient for the specific product or service at issue. TrimFitt shall not be liable for indirect, consequential, incidental, special, or punitive damages arising out of any product issue, shipping failure, or clinical outcome. TrimFitt does not guarantee specific therapeutic outcomes and expressly disclaims liability for treatment results.
10.3 LegitScript Telehealth Compliance
TrimFitt operates in compliance with LegitScript telehealth certification standards. Patient communications, marketing materials, and clinical practices adhere to applicable federal and state telehealth regulations, including but not limited to the Ryan Haight Online Pharmacy Consumer Protection Act, as amended.
10.4 HIPAA Privacy
All communications related to this Policy, including dispute submissions and supporting documentation, are subject to TrimFitt’s HIPAA Privacy Policy. Patient health information will not be shared outside of the clinical relationship without express written authorization except as required by law.
11. How to Contact TrimFitt
All Policy-related inquiries, reports, and disputes should be directed to:
PATIENT SUPPORT
Email: care@trimfitt.com
WhatsApp: (305) 395-2725
Response: Within 2 business days
REPORT WINDOW REMINDER
All Medications: 14 days from delivery
Ketamine (pharmacy): 14 days — strict
Lost packages: 30 days from ship date