Refund & Cancellation Policy
Effective Date: August 23, 2025
Last Updated: September 4, 2025
Scope. This policy applies to all paid services offered by Med Fit Culture (Jerald Cook, MD, PC), including single visits, coaching sessions, memberships, packages/programs, labs/diagnostics, supplements, and physical materials. Program-specific terms for the Metabolic Reset Program are summarized below and provided during checkout and in the Informed Consent at registration.
Summary
• Single visits: Cancel ≥ 24 hours → no charge/refund. Cancel < 24 hours or no-show → full visit fee.
• Memberships: Annual refundable only before the first visit (minus processing fees); monthly cancels at next billing cycle (current month is non-refundable).
• Packages/programs: Unless stated otherwise, no refunds after first session or content access.
• Labs/diagnostics: Non-refundable once ordered. Supplements/materials: non-refundable once shipped/opened.
• Refunds go to the original payment method within 10 business days of approval (or receipt of returns, if applicable).
Single Visits (Physician or Coach)
• Cancellations ≥ 24 hours before the appointment: full refund (if prepaid) or no charge.
• Late cancellations < 24 hours or no-shows: billed at the full visit fee.
• Rescheduling: You may reschedule once without penalty if requested ≥ 24 hours in advance.
• No-show definition: Failure to join the telehealth session within 10 minutes of the scheduled start time.
Memberships (Health Restoration Membership – CA/NV)
• Annual prepay: Refundable only if cancelled before the first visit (minus payment processing fees). After the first visit, the annual fee is non-refundable; unused visits have no cash value.
• Monthly plan: Cancel anytime, effective at the next billing cycle. The current month is non-refundable.
• Eligibility changes: If you relocate or otherwise become ineligible for medical services (outside CA/NV), we may offer coaching alternatives; fees remain as agreed unless otherwise approved.
• Auto-renewal: Renewal terms are disclosed at checkout; we comply with applicable auto-renewal laws.
Packages & Programs (General)
Unless noted in a program’s specific terms, no refunds after the first session or content access.
Deferrals: May be requested before the first session and are subject to approval and availability.
Labs, Diagnostics, Supplements & Physical Materials
• Labs/diagnostics: Non-refundable once the order/requisition is placed.
• Supplements/physical items: Non-refundable once shipped or opened. Defective or incorrect items will be replaced or refunded per vendor terms.
• Returns: Customer is responsible for return shipping on authorized returns. Items must be unused/in original condition.
Payment Method & Processing Time
Approved refunds are issued to the original payment method within 10 business days of approval (or receipt of returned items, if applicable).
We cannot issue cash refunds for payments made by credit/debit card or HSA/FSA.
How to Cancel or Request a Refund
• Email: [email protected]
• Secure Patient Portal (preferred for patients): Practice Better
Include your full name, purchase date, the service involved, and a brief reason for the request.
• Jurisdiction safeguard. If a medical visit cannot proceed because the patient is not physically in California or Nevada at the appointment time, the visit will be canceled or rescheduled (or converted to a coaching session at the client’s option). Any medical charges are voided/refunded, or reclassified as coaching only with the client’s consent, and the chart is updated accordingly.
Chargebacks
Please contact us first—most issues are resolved quickly. Initiating a chargeback may delay resolution.
Changes to This Policy
Policies may be updated; the version posted on our website at the time of purchase applies. Where state law grants additional rights, we will honor those rights.
Effective Date: August 23, 2025
Last Updated: September 4, 2025
Scope. This policy applies to all paid services offered by Med Fit Culture (Jerald Cook, MD, PC), including single visits, coaching sessions, memberships, packages/programs, labs/diagnostics, supplements, and physical materials. Program-specific terms for the Metabolic Reset Program are summarized below and provided during checkout and in the Informed Consent at registration.
Summary
• Single visits: Cancel ≥ 24 hours → no charge/refund. Cancel < 24 hours or no-show → full visit fee.
• Memberships: Annual refundable only before the first visit (minus processing fees); monthly cancels at next billing cycle (current month is non-refundable).
• Packages/programs: Unless stated otherwise, no refunds after first session or content access.
• Labs/diagnostics: Non-refundable once ordered. Supplements/materials: non-refundable once shipped/opened.
• Refunds go to the original payment method within 10 business days of approval (or receipt of returns, if applicable).
Single Visits (Physician or Coach)
• Cancellations ≥ 24 hours before the appointment: full refund (if prepaid) or no charge.
• Late cancellations < 24 hours or no-shows: billed at the full visit fee.
• Rescheduling: You may reschedule once without penalty if requested ≥ 24 hours in advance.
• No-show definition: Failure to join the telehealth session within 10 minutes of the scheduled start time.
Memberships (Health Restoration Membership – CA/NV)
• Annual prepay: Refundable only if cancelled before the first visit (minus payment processing fees). After the first visit, the annual fee is non-refundable; unused visits have no cash value.
• Monthly plan: Cancel anytime, effective at the next billing cycle. The current month is non-refundable.
• Eligibility changes: If you relocate or otherwise become ineligible for medical services (outside CA/NV), we may offer coaching alternatives; fees remain as agreed unless otherwise approved.
• Auto-renewal: Renewal terms are disclosed at checkout; we comply with applicable auto-renewal laws.
Packages & Programs (General)
Unless noted in a program’s specific terms, no refunds after the first session or content access.
Deferrals: May be requested before the first session and are subject to approval and availability.
Labs, Diagnostics, Supplements & Physical Materials
• Labs/diagnostics: Non-refundable once the order/requisition is placed.
• Supplements/physical items: Non-refundable once shipped or opened. Defective or incorrect items will be replaced or refunded per vendor terms.
• Returns: Customer is responsible for return shipping on authorized returns. Items must be unused/in original condition.
Payment Method & Processing Time
Approved refunds are issued to the original payment method within 10 business days of approval (or receipt of returned items, if applicable).
We cannot issue cash refunds for payments made by credit/debit card or HSA/FSA.
How to Cancel or Request a Refund
• Email: [email protected]
• Secure Patient Portal (preferred for patients): Practice Better
Include your full name, purchase date, the service involved, and a brief reason for the request.
• Jurisdiction safeguard. If a medical visit cannot proceed because the patient is not physically in California or Nevada at the appointment time, the visit will be canceled or rescheduled (or converted to a coaching session at the client’s option). Any medical charges are voided/refunded, or reclassified as coaching only with the client’s consent, and the chart is updated accordingly.
Chargebacks
Please contact us first—most issues are resolved quickly. Initiating a chargeback may delay resolution.
Changes to This Policy
Policies may be updated; the version posted on our website at the time of purchase applies. Where state law grants additional rights, we will honor those rights.
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