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# Refund Policy

Last Updated: December 30, 2024

## Overview

This Refund Policy outlines the terms and conditions under which Factor Sciences ("we," "us," "our," or "Company") issues refunds for services purchased through our digital telehealth platform (the "Platform"). Please read this policy carefully before making a purchase.

Important Notice:

All payments are processed immediately at the time of purchase. Due to the digital nature of our services, refund eligibility is subject to specific conditions outlined below.

## 1. General Refund Policy

Factor Sciences provides digital services including telehealth consultations, educational resources, and administrative support. Because our services are delivered digitally and access is granted immediately upon payment, refunds are handled on a case-by-case basis according to the following guidelines.

### 1.1 Service Categories

Our refund policy varies based on the type of service purchased:

- •One-Time Consultations: Single telehealth consultation sessions
- •Service Packages: Bundles of multiple consultations or services
- •Subscription Services: Recurring access to services or educational materials
- •Educational Resources: Access to digital content, courses, or materials

## 2. Refund Eligibility

### 2.1 Pre-Service Cancellations

Full Refund Eligibility: You may be eligible for a full refund if:

- •You cancel your scheduled consultation at least 48 hours before the appointment time
- •The service has not yet been accessed or delivered
- •You have not downloaded or accessed any educational materials included in your purchase
- •Technical issues on our end prevented service delivery and we cannot reschedule within a reasonable timeframe

### 2.2 Late Cancellations

Partial Refund or Credit: Cancellations made less than 48 hours before a scheduled consultation:

- •24-48 hours before: Eligible for 50% refund or full credit toward future services
- •Less than 24 hours: Generally not eligible for refund; credit toward rescheduling may be offered at our discretion
- •No-show (missed appointment): No refund or credit provided

### 2.3 Post-Service Refunds

After a service has been delivered, refunds are generally not provided. However, we will consider refund requests on a case-by-case basis for:

- •Technical Failures: Severe technical issues that prevented meaningful service delivery
- •Service Quality: Documented professional misconduct or egregious service quality issues
- •Billing Errors: Charges that were clearly erroneous or duplicate

Dissatisfaction with consultation outcomes, medical advice, or health-related recommendations is not grounds for a refund, as consultations are informational and educational in nature.

## 3. Subscription Services

### 3.1 Monthly Subscriptions

- •You may cancel your subscription at any time through your account settings
- •Cancellations take effect at the end of the current billing period
- •No refunds are provided for partial months or unused portions of the subscription period
- •You will retain access to subscription benefits until the end of your paid period

### 3.2 Annual Subscriptions

- •First 30 Days: Full refund available if canceled within 30 days of initial purchase and minimal usage (defined as fewer than 2 consultations or less than 10% of resources accessed)
- •After 30 Days: Pro-rated refund may be considered for the unused portion, minus a $50 administrative fee and the value of services already consumed
- •Renewals: Auto-renewal charges may be refunded if you request cancellation within 7 days of the renewal charge

## 4. Service Packages

For service packages (e.g., "3 Consultation Package" or "Wellness Bundle"):

- •Before First Use: Full refund available if requested before any services in the package are accessed
- •Partial Use: Refund calculated based on unused services at the standard single-service price (you will not receive the package discount on used services)
- •Expiration: Unused services in packages expire according to the terms provided at purchase (typically 6-12 months). No refunds for expired services.

## 5. Non-Refundable Services

The following are generally not eligible for refunds under any circumstances:

- •Digital educational materials that have been downloaded or accessed
- •Completed consultations where the service was delivered in full
- •Administrative fees, processing fees, or convenience charges
- •Services rendered by third-party healthcare providers through our platform (provider-specific refund policies may apply)
- •Promotional or discounted services marked as "final sale" or "non-refundable" at time of purchase

## 6. How to Request a Refund

To request a refund, please follow these steps:

### Step 1: Submit a Request

Contact our customer support team within 14 days of the charge or service delivery:

Email: refunds@factorsciences.com

Phone: +1 (818) 253-6096

Subject Line: "Refund Request - [Your Name] - [Order Number]"

### Step 2: Provide Required Information

Include the following in your refund request:

- •Your full name and account email address
- •Order number or transaction ID
- •Date of purchase and amount charged
- •Service or package name
- •Detailed reason for refund request
- •Any supporting documentation (screenshots, correspondence, etc.)

### Step 3: Review Process

Our team will review your request and respond within 5-7 business days. We may contact you for additional information or clarification. Refund decisions are made at Factor Sciences' sole discretion based on the circumstances and this policy.

### Step 4: Refund Processing

If your refund is approved, it will be processed to your original payment method within 10 business days. Depending on your financial institution, it may take an additional 5-10 business days for the refund to appear in your account.

## 7. Chargebacks and Disputes

We encourage you to contact us directly before initiating a chargeback with your payment provider. Chargebacks can result in additional fees and complications.

Important Notice About Chargebacks:

- •Initiating a chargeback instead of working with our support team may result in account suspension
- •Unwarranted chargebacks may be disputed with documentation of service delivery
- •We reserve the right to pursue recovery of chargeback fees and administrative costs

## 8. Modifications to This Policy

Factor Sciences reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to the Platform with an updated "Last Updated" date.

Refund requests will be evaluated according to the policy in effect at the time of the original purchase, unless the updated policy is more favorable to the customer.

## 9. Contact Information

For questions about this Refund Policy or to request a refund, please contact:

Factor Sciences Customer Support

Email: refunds@factorsciences.com

Phone: +1 (818) 253-6096

Business Hours: Monday - Friday, 9:00 AM - 6:00 PM EST

Response Time: Refund requests are reviewed within 5-7 business days

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