Legal

Refunds & Cancellation Policy

Last updated: 2026

This Refunds & Cancellations Policy explains how payments, refunds, cancellations, and subscription changes are handled by Eleva MD ("Eleva MD," "we," "our," or "us"). Eleva MD is a physician-supervised telehealth service. Payments reflect professional medical review, clinical decision-making, and operational costs associated with providing care.

1. General Refund Policy

All payments are non-refundable once physician review has begun. Physician review begins when a licensed physician evaluates your intake, medical history, or health information for clinical decision-making. This applies regardless of whether treatment is approved, modified, or declined.

Because physician time and clinical resources are utilized during review, Eleva MD does not issue refunds once this process has started.

2. If You Are Not Approved for Treatment

If a licensed physician determines that you are not eligible for treatment, you will not receive a prescription. However:

Physician review is still considered a rendered medical service
No refunds are issued once review has occurred

This policy reflects the clinical work required to safely evaluate eligibility.

3. Medication & Pharmacy Fulfillment

Once a prescription is approved and submitted to a state-licensed pharmacy:

Orders cannot be canceled
Medications cannot be returned
Refunds cannot be issued for shipped or prepared prescriptions

This includes situations where medication has been compounded, packaged, or shipped, regardless of whether it has been opened or used.

4. Subscription Services

Some Eleva MD services are offered on a subscription basis. If you are enrolled in a subscription:

You may cancel your subscription at any time before the next billing cycle
Cancellation prevents future charges only
Past charges are not refundable

If physician review or prescription processing has already begun for the current billing period, no refund will be issued for that cycle.

5. Insurance-Supported Services

For services billed through insurance:

Coverage and reimbursement are determined solely by your insurance provider
Eleva MD cannot guarantee coverage or reimbursement outcomes
You are responsible for any non-covered services, copays, deductibles, or balances

Insurance denials or partial coverage do not constitute grounds for refunds once physician review has occurred.

6. Cancellations Prior to Physician Review

If you cancel your request before physician review begins, you may be eligible for cancellation without charge. Eligibility for cancellation is determined by whether any clinical review has already occurred. Once review begins, the service is considered rendered.

7. Missed Communications & Incomplete Intakes

Failure to complete required intake information, respond to clinical questions, or engage with the care process does not qualify for a refund once physician review has begun. Patients are responsible for timely and accurate participation in their care.

8. Chargebacks & Payment Disputes

Initiating a chargeback does not negate this Refunds & Cancellations Policy. If a chargeback is filed:

Eleva MD may suspend or terminate access to Services
Clinical documentation may be submitted to dispute the chargeback

9. Changes to This Policy

Eleva MD may update this Refunds & Cancellations Policy from time to time. Updates will be posted with a revised effective date. Continued use of the Services constitutes acceptance of the updated Policy.

10. Contact Information

If you have questions about refunds, cancellations, or billing, contact Eleva MD at support@elevamd.com.

Final note: Eleva MD is committed to transparency, clinical integrity, and fair billing practices. Our policies reflect the professional medical services involved in providing safe, physician-led care.