At Evolve Your Bod, we are committed to providing high-quality, personalized health and wellness services. This page describes our policies regarding returns, refunds, cancellations, and billing disputes across all of our care models. Please review this information carefully.

This policy applies to services and products coordinated through the Evolve Your Bod platform, including Telehealth (TH), In-Person Visits (IPV), Hybrid Consult + IV Therapy (Hybrid), and Mobile IV Therapy (Mobile IV). This policy supplements the Terms of Service available at evolveyourbod.com/terms-of-service.

1. General Policy

Due to the customized and clinical nature of our products and services, all sales are generally final and we do not accept returns of medications or health products once dispensed. However, we understand that certain circumstances may warrant a refund or credit, and we evaluate those situations on a case-by-case basis as described below.

Our goal is to be fair, transparent, and responsive. If you have a concern about a charge, a service you received, or a billing issue, we encourage you to contact us and we will work with you to find a resolution.

2. Prescription Medications

All prescription medication sales are final.

Due to legal and safety regulations, Evolve Your Bod cannot accept returns of prescription medications for reuse or resale. Once a prescription has been dispensed by a licensed pharmacy, it cannot be returned, resold, or redistributed. This applies to both commercially manufactured and compounded medications.

When a Medication Refund May Be Considered

Although prescription sales are final, a refund or credit may be considered in the following limited circumstances:

– Shipping error: You received the wrong medication, wrong dosage, or wrong quantity. You must notify us within 48 hours of receiving your order.

– Damaged product: The medication arrived damaged, compromised, or with a broken seal. You must notify us within 48 hours of receiving your order and provide clear photos of the damage and the product lot number.

– Billing discrepancy: You were charged an incorrect amount, charged twice, or charged for a medication that was never shipped.

– Provider cancellation: Your provider cancelled your prescription before it was dispensed, but you were already charged.

Order Verification

Our partner pharmacies document the packaging and sealing process of all shipments for quality control and dispute resolution. Before issuing a refund or replacement, Evolve Your Bod reserves the right to review pharmacy records to confirm accuracy in order fulfillment. Each request will be evaluated individually based on the evidence provided.

3. Telehealth Consultation Fees

Telehealth services are provided on a cash-pay basis. Insurance is not accepted for telehealth-only consultations.

Refund Eligibility for Telehealth

– Ineligibility for treatment: If, during your initial telehealth consultation, the provider determines that you are not eligible for treatment under the plan you selected, you will be issued a full refund of the consultation fee as part of the cancellation process.

– Consultation completed: If a telehealth consultation has been conducted and the provider has evaluated your information and rendered clinical judgment, the consultation fee is non-refundable, regardless of whether a prescription was issued. A completed consultation represents professional medical services rendered.

– Missed appointment / no-show: If you fail to attend a scheduled telehealth consultation without cancelling in advance, the consultation fee is non-refundable. See Section 8 (Cancellation Policy) for advance cancellation requirements.

– Technical failure: If a telehealth consultation cannot be completed due to a platform technical failure on Evolve’s end (not due to your internet connection or device), we will reschedule at no additional charge or issue a refund at your request.

4. In-Person Visit (IPV) Fees

In-person services are rendered by partner clinics and affiliated medical groups. Fees for in-person visits may be covered by insurance or paid out of pocket, depending on your coverage and the specific service.

Refund Eligibility for In-Person Visits

– Provider determination: If you present for an in-person visit and the provider determines that the scheduled service is not clinically appropriate for your condition, refund eligibility for any pre-paid visit fee will be evaluated on a case-by-case basis.

– Services rendered: If the provider conducts an examination, evaluation, or treatment during your in-person visit, the visit fee is non-refundable. Clinical services were rendered regardless of the outcome or whether a prescription was issued.

– Missed appointment / no-show: If you fail to attend a scheduled in-person visit without cancelling in advance, any pre-paid visit fee is non-refundable and you may be charged a missed appointment fee. See Section 8 for advance cancellation requirements.

– Insurance-covered visits: If your in-person visit is billed to insurance, refund and billing dispute processes are governed by your insurance plan’s policies and the rendering provider’s billing practices. See Section 7 for insurance billing disputes.

5. IV Therapy Services (Hybrid and Mobile IV)

IV therapy is a clinical service administered in person. Because IV therapy involves the preparation of customized formulations and the use of single-use clinical supplies, special refund considerations apply.

Refund Eligibility for IV Therapy

– Fully administered session: If an IV therapy session is administered to completion, the service fee is non-refundable. Clinical services and supplies were consumed.

– Partially administered session — clinical decision: If an IV therapy session is discontinued before completion due to a clinical determination by the administering nurse or ordering physician (for example, an adverse reaction, abnormal vitals, or patient safety concern), refund eligibility will be evaluated on a case-by-case basis. In most cases, a partial refund or credit toward a future session may be offered at Evolve’s discretion.

– Partially administered session — patient request: If you voluntarily choose to discontinue an IV therapy session before completion (not due to a clinical concern), the service fee is generally non-refundable because supplies have been opened and clinical staff time has been committed. However, we will evaluate each situation individually.

– Session not started: If an IV therapy session is scheduled but not started (for example, the mobile nurse determines your location is unsafe, or you decide not to proceed before the IV is inserted), a full refund will be issued for any pre-paid session fee.

– Formulation error: If the wrong IV formulation is prepared or administered due to a pharmacy or clinical error, we will investigate promptly and issue a full refund or credit, in addition to any necessary clinical follow-up.

– Insurance-covered IV therapy: If your IV therapy is billed to insurance, refund and billing dispute processes are governed by your insurance plan’s policies and the rendering provider’s billing practices. See Section 7 for insurance billing disputes.

6. Subscription Services

Certain products and services offered through Evolve Your Bod are available on an automatically renewing subscription basis. By purchasing a subscription, you agree to recurring payments at the intervals specified during enrollment.

Automatic Renewal

Your subscription will automatically renew at the end of each billing cycle unless you cancel in advance. You authorize Evolve Your Bod to charge your designated payment method automatically at regular intervals until you cancel.

Cancellation of Subscriptions

– You may cancel your subscription at any time by contacting us at info@evolveyourbod.com or 866-301-3141.

– Cancellation requests must be received at least 30 days before your next scheduled billing date to avoid being charged for the next billing cycle.

– If you cancel after a billing cycle has begun, your subscription will remain active through the end of the current paid period. No partial-month refunds will be issued for the current billing cycle.

– If you cancel within the first billing cycle and have not yet received any clinical services or medications, you may be eligible for a full refund of the initial payment.

Subscription Payment Failures

It is your responsibility to maintain accurate and up-to-date payment information. If payment processing fails, Evolve Your Bod may attempt to process the payment again or notify you to update your payment method. If payment cannot be collected, your subscription may be suspended or terminated.

7. Insurance Billing Disputes

For In-Person Visit, Hybrid, and Mobile IV services where insurance is billed, please note the following:

Who Bills Your Insurance

Insurance claims for clinical services are submitted by the rendering provider, the partner clinic, or by Evolve Your Bod acting as a billing agent on behalf of the rendering provider under a Management Services Agreement (MSA). Claims are submitted under the rendering provider’s credentials.

Your Financial Responsibility

You are responsible for any copays, deductibles, coinsurance, or balances not covered by your insurance plan. If your insurance denies a claim, you are responsible for the full cost of the service unless otherwise agreed.

Disputing an Insurance Charge

If you believe there is an error in your insurance billing, please take the following steps:

– Contact Evolve Your Bod at info@evolveyourbod.com or 866-301-3141 and describe the billing issue. Include your name, date of service, and a description of the discrepancy.

– We will review the claim and coordinate with the rendering provider and/or your insurance carrier to investigate and resolve the issue.

– If the issue is with your insurance carrier’s processing of the claim (such as a denial based on coverage terms), you may need to contact your insurance carrier directly to appeal or dispute the decision. We will provide documentation to support your appeal as appropriate.

– Resolution timelines vary depending on the complexity of the issue and the responsiveness of the insurance carrier. We will keep you informed throughout the process.

Balance Billing

Evolve Your Bod and its affiliated providers comply with applicable state and federal balance billing protections, including the federal No Surprises Act where applicable. If you believe you have been balance-billed improperly, please contact us immediately.

8. Cancellation Policy

Telehealth Appointments

– You may cancel or reschedule a telehealth appointment at no charge if you provide notice at least 24 hours before the scheduled appointment time.

– Cancellations with less than 24 hours’ notice, or no-shows, may be subject to a cancellation fee or forfeiture of the pre-paid consultation fee.

In-Person Visit Appointments

– You may cancel or reschedule an in-person visit at no charge if you provide notice at least 24 hours before the scheduled appointment time.

– Cancellations with less than 24 hours’ notice, or no-shows, may be subject to a cancellation fee or forfeiture of any pre-paid visit fee.

– Partner clinics may have their own cancellation policies. You will be informed of the applicable cancellation policy when your appointment is scheduled.

IV Therapy Appointments (Hybrid and Mobile IV)

– You may cancel or reschedule an IV therapy session at no charge if you provide notice at least 24 hours before the scheduled session time.

– Cancellations with less than 24 hours’ notice may be subject to a cancellation fee, as clinical supplies may already have been prepared and staff time allocated.

– If a mobile nurse has already traveled to your location and you cancel upon arrival, you may be charged a travel/preparation fee.

9. How to Request a Refund

To request a refund or report a billing issue, please contact us using any of the following methods:

Email: info@evolveyourbod.com (Subject: Refund Request)

Phone: 866-301-3141

Mail: Evolve Your Bod, 5521 Bellaire Drive South, Suite 200, Fort Worth, TX 76109

When submitting a refund request, please include:

– Your full name and account email address.

– Date of service or order date.

– Order number or transaction reference (if applicable).

– A description of the issue and the reason for your refund request.

– For damaged products: clear photos of the damage and the product lot number.

– Tracking number (if applicable).

Processing Time

If a refund is approved, it will be processed to your original payment method within 10 business days. Depending on your bank or credit card provider, it may take an additional 5–10 business days for the refund to appear on your statement.

Delayed or Missing Refunds

If you have not received an approved refund after 10 business days, please check with your bank or credit card provider, as processing times may vary. If you still have not received your refund, contact us at info@evolveyourbod.com for further assistance.

10. Who You Are Paying

Because Evolve Your Bod coordinates care across multiple entities, it is important to understand who you are paying for each type of service:

– Telehealth consultation fees and subscription fees: Paid to Evolve Your Bod (AA Health Solutions, LLC). These are cash-pay. Insurance is not accepted.

– Prescription medications: Paid to Evolve Your Bod or directly to the dispensing pharmacy, depending on the fulfillment arrangement. These are typically cash-pay.

– In-person visit clinical fees: May be billed to your insurance by the rendering provider or partner clinic (or by Evolve acting as billing agent on their behalf). If not covered by insurance, paid to Evolve or the partner clinic as applicable.

– IV therapy service fees (Hybrid/Mobile IV): May be billed to your insurance by the rendering provider (or by Evolve acting as billing agent on their behalf). If not covered by insurance, paid to Evolve or the rendering provider as applicable.

– Laboratory and diagnostic testing fees: May be billed to your insurance by the laboratory directly, or included in the overall service fee depending on the arrangement. You are responsible for any patient-responsibility balance.

If you are unsure who charged you or which entity a charge relates to, contact us and we will help you identify and resolve the issue.

11. Contact Information

Evolve Your Bod (AA Health Solutions, LLC)

5521 Bellaire Drive South, Suite 200, Fort Worth, TX 76109

Email: info@evolveyourbod.com | Phone: 866-301-3141