Payment, Recurring Charges, Cancellation, and Refund Policy
Last updated: Pending legal review
1. Scope
This policy explains how payments, recurring treatment charges, cancellation, and refunds work when you use the Hey, Jude platform. Hey, Jude provides non-clinical technology, administrative, and coordination services. Hey, Jude does not practice medicine, prescribe or dispense medication, ship medication, operate as a pharmacy, or sell medical supplies.
2. Who Charges You
Charges may originate from different parties depending on the service. Where applicable, these may include: (a) Hey, Jude platform or administrative charges; (b) charges for evaluation or care by independent licensed healthcare professionals; (c) charges by independent licensed pharmacies for prescribed treatment, preparation, dispensing, and shipment; and (d) charges processed by third-party payment processors or merchants. Treatment-related transactions, dispensing, and fulfillment are completed through the applicable third-party partners.
3. Payment Authorization and Timing
Applicable charges, and the party responsible for each, are presented for your authorization before they are processed. You authorize the applicable party and its payment processor to charge your selected payment method for amounts you approve, including any applicable taxes. The timing of a charge depends on the service and the responsible party (for example, an account or platform charge versus a pharmacy charge for a prescribed and dispensed treatment).
4. Recurring Treatment Charges
If your prescribed treatment plan involves recurring charges, the billing cadence, amount, and the party responsible are presented before authorization. Recurring treatment-plan billing reflects ongoing treatment, refills, or services and is not a Hey, Jude membership fee. Hey, Jude does not charge a membership fee and does not operate a paid membership program.
5. When You Will See Pricing
Applicable charges are presented before authorization. You will not be charged for treatment, clinical services, or pharmacy fulfillment without first being shown the applicable amount and the responsible party.
6. Cancellation of Future Recurring Charges and Refills
Where recurring treatment charges or scheduled refills apply, you may cancel future recurring treatment charges or stop a future refill before the applicable cutoff for the next cycle, through your account or by contacting support. You may also change a treatment plan with your treating clinician, discontinue platform use, or close your account. Cancellation does not reverse services already provided, prescriptions already processed, or medication already dispensed or shipped.
7. Services Already Provided
Charges for services already provided — including completed clinical evaluations and prescriptions already processed by an independent clinician — are generally non-refundable, except as required by law or as separately determined by the responsible party.
8. Medication Already Dispensed or Shipped
For health and safety reasons, prescribed and compounded medications generally cannot be returned once dispensed. Returns, refunds, or replacements for dispensed or shipped medication are handled by the applicable licensed pharmacy or fulfillment partner in accordance with applicable law and their policies. Hey, Jude does not accept medication returns, does not replace medication inventory, and does not manage pharmacy fulfillment.
9. Damaged or Incorrect Shipments
If a pharmacy shipment arrives damaged or incorrect, contact support promptly so the issue can be directed to the applicable pharmacy or fulfillment partner responsible for resolving it. Resolution of a pharmacy shipment is determined by that partner.
10. Refunds
Where a refund applies, it is issued by the party that received the corresponding charge — Hey, Jude for any platform or administrative charge it collected, or the applicable clinician, pharmacy, or third-party merchant for charges they collected. Refund eligibility for clinical services and pharmacy fulfillment is determined by the responsible party and applicable law.
11. Account Closure
You may close your Hey, Jude account at any time by contacting support. Closing your account stops future platform use; it does not by itself cancel an active clinical relationship or reverse charges for services already provided. Matters relating to an active prescription remain between you and your treating clinician and the dispensing pharmacy.
12. Third-Party Terms
Treatment-related transactions, dispensing, and fulfillment are completed through the applicable third-party partners. Payment, dispensing, fulfillment, and shipment may be completed by third-party partners whose own terms and privacy practices may also apply.
13. Governing Law
This policy is governed by the laws of the State of Utah, without regard to its conflict-of-laws principles, and should be read together with our Terms of Use.
14. Contact
Questions about charges, recurring treatment billing, cancellation, or refunds may be sent to support@heyjude.com.