Shipping & Refund Policy

All charges will appear on your banking or payment statement as "MOVYO.HEALTH" or "MOVYO Health" for your reference. Billing descriptors are subject to change at any time without prior notice.

If you are enrolled in a recurring subscription plan for GLP-1 medications or other services, your payment method will be automatically charged at scheduled billing intervals (typically monthly) until you cancel. Billing continues until you cancel your subscription. You will receive an email notification 5-7 days before each scheduled charge. Charges include platform fees, medical provider fees, and medication costs (if prescribed). You may cancel your subscription at any time to prevent future charges. Cancellation must be completed at least 48 hours before your next scheduled billing date. To cancel, log into your account and turn off auto-refill in your user portal settings, or email hi@movyohealth.com with "Cancel Subscription" in the subject line including your full name, account email, and reason for cancellation (optional). Cancellations made less than 48 hours before your billing date may still result in a charge for that billing cycle.

Our refund policy covers medical consultations, prescription medications, cancellations, and more. Please review the sections below for detailed information about refund eligibility and processes.

Medical consultation fees are final and non-refundable once your consultation with a BELUGA HEALTH provider has been completed, regardless of the outcome. This includes situations where you complete the medical intake and consultation process, a healthcare provider reviews your information, you decide not to proceed with treatment, you are approved for treatment but choose not to fill the prescription. Exception: If a BELUGA HEALTH provider determines that you are not eligible for treatment and denies your request for a prescription, you will receive a full refund of all fees paid, excluding any non-refundable consultation fees (if applicable). Refunds for provider denials will be processed within 7-10 business days to your original payment method.

Due to federal regulations, state pharmacy laws, and safety standards, prescription medications cannot be returned, exchanged, or refunded once the prescription has been approved and transmitted to the pharmacy for fulfillment. All sales are final when your prescription has been approved by a healthcare provider, the prescription has been electronically transmitted to the pharmacy, the medication has been dispensed by the pharmacy, or the medication has shipped or been delivered. This policy applies even if you change your mind about treatment, you experience side effects (contact your provider immediately), you decide you no longer want the medication, or the medication is unopened or unused. Federal law prohibits returning prescription medications to pharmacy inventory for resale due to safety and tampering concerns.

MoVyo Health offers a 30-Day Money-Back Guarantee in the following circumstances. You are eligible for a refund if you are disqualified from treatment by a BELUGA HEALTH provider after your consultation, the provider determines the prescribed medication is not medically appropriate for you, or you have not yet received any prescription medication. To request a refund, email hi@movyohealth.com with "Refund Request – Provider Disqualification" in the subject line, include your full name, account email, order number, and date of consultation, and submit your request within 30 days of your initial consultation. Approved refunds will be issued within 7-10 business days to your original payment method. This guarantee does NOT apply if you were approved for treatment and received medication, you cancel your subscription after receiving medication, you experience side effects or dissatisfaction with results, or you simply change your mind after approval.

You may attempt to cancel your order and request a refund within 24 hours of placing your initial order if your order has not yet been reviewed by a BELUGA HEALTH provider, no prescription has been written or transmitted to the pharmacy, and medication has not been dispensed or shipped. To request cancellation, contact us immediately at hi@movyohealth.com, include your order number, name, and cancellation reason. Cancellation is not guaranteed but will be honored if the order has not progressed. After 24 hours, orders cannot be canceled due to provider review already completed, prescription transmitted to pharmacy, or medication already dispensed or prepared for shipment. You may cancel your subscription at any time to prevent future shipments and charges, but no refunds will be issued for medication already received, no refunds for the current billing cycle if within 48 hours of billing date, and you must cancel at least 48 hours before your next scheduled billing date.

Refunds will only be issued in the following exceptional circumstances. Wrong Medication Received: If you receive a prescription medication that does not match what your provider prescribed, contact us within 48 hours of delivery, provide your order number and photos of the medication label, and we will verify the error and arrange a replacement or refund. Damaged Products Upon Delivery: If your medication arrives damaged, opened, or tampered with, do not use the medication, contact us within 48 hours of delivery with photos of the damage and packaging, and we will arrange a replacement or issue a refund after verification. Product Safety Standards Not Met: If medication does not meet safety or quality standards, contact us immediately at hi@movyohealth.com, provide details of the safety concern, and we will investigate and arrange a replacement or refund if verified. Order Not Yet Shipped: If your order has been charged but not yet shipped, you may request cancellation and a refund by contacting hi@movyohealth.com with your order number. Refunds will be processed within 7-10 business days if approved. Prescription Verification Failure: If your prescription cannot be verified by pharmacy pharmacists or is found to be invalid, your order will be automatically canceled and a full refund will be issued to your original payment method within 7-10 business days. Package Marked Delivered But Not Received: If your tracking shows "delivered" but you did not receive the package, you must first file a claim with the shipping carrier (UPS, FedEx, USPS) using your tracking number. After the carrier investigates, contact hi@movyohealth.com with the claim details, and we will work with you to resolve the issue (replacement or refund may be offered).

To ensure fair access to telehealth consultations and provider availability, we follow a strict appointment cancellation policy. Cancel 72+ hours before appointment for a full refund for consultation fee with no penalties or fees. Cancel within 72 hours of appointment results in no refund for consultation fee and a cancellation fee may apply. No-show or missed appointment results in no refund and you may be charged the full consultation fee. To cancel an appointment, email hi@movyohealth.com with "Cancel Appointment" in the subject line, include your full name, appointment date/time, and order number, and you will receive confirmation of your cancellation. This policy does not apply to asynchronous consultations (intake form reviews) that do not have scheduled appointment times.

The following are non-refundable under all circumstances: completed medical consultations (provider review and approval), prescription medications once transmitted to pharmacy or shipped, platform subscription fees for AI care coaching, educational content, and community access, opened, used, or consumed products of any kind, digital content including educational materials, programs, or downloadable content, and promotional or discounted services (unless otherwise stated).

We do not accept returns of prescription medications. Under federal and state law, prescription medications cannot be returned to pharmacies for resale or reuse, even if the medication is unopened, the packaging is intact, or you never used the medication. If you need to dispose of unused medication, please follow FDA guidelines for safe medication disposal or use a pharmacy take-back program. If you return medication to us (against policy), a $35 disposal fee will be deducted from any applicable refund to cover proper pharmaceutical waste disposal, compliance with environmental regulations, and administrative processing. We strongly discourage returning medication. Contact us first to discuss alternatives.

By purchasing from MoVyo Health, you agree to pay for the full duration of your selected treatment plan (whether upfront or in installments), fulfill payment obligations for any medication received, and understand that canceling your subscription prevents future charges only, not past charges. It is your responsibility to provide accurate and complete medical information during intake, ensure your prescription information is correct, review your billing statements and subscription schedule, cancel subscriptions at least 48 hours before billing to avoid charges, inspect packages immediately upon delivery and report issues within 48 hours, and follow medication storage and handling instructions.

Refunds are issued to the original payment method used for purchase. Credit/debit card refunds take 7-10 business days to appear, depending on your bank. You will receive an email confirmation when your refund is processed. Refund Timeline: Provider disqualification (7-10 business days), order cancellation within 24 hours (7-10 business days), wrong medication received (10-14 business days after verification), damaged product (10-14 business days after verification), prescription verification failure (7-10 business days). In some cases, a partial refund may be issued if only part of your order qualifies for a refund, if a disposal fee or restocking fee applies, or if consultation fees are non-refundable but medication fees are refundable.

In cases where you receive wrong or damaged medication, contact us immediately within 48 hours of delivery, provide order number, photos, and description of the issue, we will verify the issue with the pharmacy, and if verified, we will offer replacement medication shipped at no cost to you or a full refund if replacement is not possible or desired. We reserve the right to request return of incorrect medication before issuing a replacement or refund.

For refund requests, email hi@movyohealth.com with subject line "Refund Request – [Your Reason]" and include full name, account email address, order number or transaction ID, date of purchase, detailed explanation of why you are requesting a refund, and supporting documentation (photos, tracking info, etc.). For subscription cancellations, email hi@movyohealth.com with subject line "Cancel Subscription" and include full name, account email address, and reason for cancellation (optional but helpful), or log into your account at www.movyo.health, go to "Subscription Settings," and click "Turn Off Auto-Refill" or "Cancel Subscription." For general customer service, email hi@movyohealth.com. Hours: Monday – Friday, 9:00 AM – 6:00 PM PST. Response time: We respond to all inquiries within 24-48 hours.

If you have a concern about a charge or believe you are entitled to a refund that was denied, contact us first at hi@movyohealth.com to resolve the issue directly, provide all relevant details and documentation, we will review your case and respond within 5-7 business days, and if you remain unsatisfied, you may escalate through the dispute resolution process outlined in our Terms & Conditions. Initiating a chargeback without contacting us first may result in suspension of your account and services. We encourage you to work with us directly to resolve any billing disputes.

We reserve the right to make exceptions to this policy on a case-by-case basis at our sole discretion, including for medical emergencies or urgent health concerns, extraordinary circumstances beyond your control, errors made by MoVyo Health or our partners, and legal or regulatory requirements. To request an exception, contact hi@movyohealth.com with detailed information about your situation.

We reserve the right to modify this Return & Refund Policy at any time. Changes will be effective immediately upon posting to the Platform. Your continued use of the Platform and purchase of services after changes are posted constitutes acceptance of the updated policy. Last Updated Date: February 16, 2026.

Medical consultations are non-refundable once completed. Prescription medications cannot be returned once approved and shipped. 30-day money-back guarantee if disqualified by provider. 24-hour cancellation window for orders not yet reviewed. 48-hour notice required to cancel subscriptions. 72-hour advance notice to cancel appointments without penalty. Refunds available for wrong medication, damaged products, or unshipped orders. Refund processing takes 7-10 business days.

Movyo Health Customer Support: Email: support@movyohealth.com, Address: Movyo Health. 30 N Gould St Ste R, Sheridan, WY 82801. For all refund requests, cancellations, or questions about this policy, please contact us using the information above.

This Return & Refund Policy is incorporated into and subject to the MoVyo Health Terms & Conditions. By using our services, you agree to both documents.