Refund & Cancellation Policy
Effective Date: August 23, 2025
Last Updated: September 4, 2025
Scope. This policy applies to all paid services offered by Jerald Cook, MD, PC, a Nevada professional corporation dba Med Fit Culture (“Med Fit Culture”) 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: Cancellations made 24 hours or more in advance → full refund or no charge. Cancellations made less than 24 hours in advance or no-shows → full visit fee applies.
Memberships: Annual memberships are refundable only prior to the first scheduled visit (processing fees apply). Monthly memberships may be canceled at any time but remain active through the current billing cycle; current month is non-refundable.
Packages/Programs: Unless otherwise specified, no refunds are issued after the first session has been completed or content (digital or otherwise) has been accessed. Labs/Diagnostics: Non-refundable once ordered.
Supplements/Materials: non-refundable once shipped and/or opened.
Refunds Approved refunds are issued to the original payment method within 10 business days (or upon receipt of returned items, if applicable).
Single Visits (Physician or Coach)
Cancellations: Appointments canceled 24 hours or more before the scheduled time are fully refundable (if prepaid) or will not be charged.
Late Cancellations & No-Shows: Cancellations made less than 24 hours in advance or failure to attend are billed at the full visit rate.
Rescheduling: Clients may reschedule one time without penalty if the request is made at least 24 hours before the appointment. No-Show Definition: Failure to join the telehealth session within 10 minutes of the scheduled start time is considered a no-show.
Memberships (Health Restoration Membership – CA/NV)
Annual Prepay Plan: Refunds are available only if canceled prior to the first scheduled visit, less applicable payment processing fees. Once the first visit has occurred, the annual fee is non-refundable, non-transferrable and any unused visits hold no cash value.
Monthly Plan: Membership may be canceled at any time, with cancellation taking effect at the start of the next billing cycle. The current month’s fee is non-refundable. Eligibility Changes: If you relocate or otherwise become ineligible for medical services (e.g., moving outside of Nevada), coaching services may be offered as an alternative. Membership fees remain in effect unless otherwise approved.
Auto-Renewal: Renewal terms are clearly disclosed at the time of purchase, and all practices comply with applicable auto-renewal laws.
Packages & Programs (General)
Refunds: Unless otherwise specified in a program’s individual terms, no refunds are available after the first session has been completed or digital content has been accessed.
Deferrals: A deferral may be requested prior to the first scheduled session. Approval is subject to program availability and administrative discretion.
Labs, Diagnostics, Supplements & Physical Materials
Labs/Diagnostics: Non-refundable once the order orrequisition has been placed.
Supplements/Physical Items: Non-refundable once shipped or opened. Defective or incorrect items will be replaced or refunded in accordance with vendor policies.
Returns: Customers are responsible for return shipping on any authorized returns. All items must be unused, in original packaging, and in resalable condition.
Payment Method & Processing Time
Timeline: Approved refunds are issued to the original payment method within 10 business days of approval (or upon receipt of returned items, if applicable).
Method: Refunds are credited back to the original payment method. Cash refunds cannot be issued for payments made by credit/debit card or HSA/FSA accounts.
How to Cancel or Request a Refund
Submission Methods:
Email: [email protected]
Secure Patient Portal (preferred for patients): Practice Better
When submitting a request, please include your full name, purchase date, the service involved, and a brief explanation of the reason for cancellation or refund.
Jurisdiction Safeguard. If a medical visit cannot proceed because the patient is not physically in Nevada at the appointment time, the visit will be canceled or rescheduled (or converted to a coaching session at the client’s option). Any related medical charges will be voidedor refunded, or – with the client’s consent- reclassified as coaching services. The patient records will be updated accordingly.
Chargebacks
We encourage clients to contact us directly with any concerns, as most issues can be resolved quickly. Please note that initiating a chargeback with your financial institution may delay resolution.
Changes to This Policy
This policy is governed by the laws of the State of Nevada. The version posted on our website at the time of purchase applies to your transaction. Where required by applicable law, we will honor additional consumer rights provided under your state of residence.
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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