Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy (“Policy”) explains how Use Reta (“Use Reta,” “we,” “us,” or “our”) handles cancellations, returns, and refunds for orders and subscriptions placed through our website and platform.

Because our Services involve prescription medications, telehealth consultations, and personalized treatment plans, there are important medical, safety, and regulatory limitations on when and how refunds may be issued. Please read this Policy carefully before placing an order or starting a subscription.

This Policy is incorporated into and forms part of our Terms of Service. If you do not agree with this Policy, do not use the Services.

2. No Returns of Prescription Medications

Due to federal and state pharmacy regulations and patient safety concerns:

• We do not accept returns or exchanges of prescription medications or compounded medications under any circumstances once they have left the pharmacy.
• This applies even if the package is unopened.

This protects patient safety and complies with pharmacy law. Once a medication has been dispensed and shipped, it cannot be reused or resold.

3. Prescription Orders – Cancellation

3.1 Before Provider Review

When you place an order that requires a prescription, your order is first routed to a licensed healthcare provider for review. You may request cancellation before a provider has begun reviewing your intake and medical information and before your prescription has been transmitted to the pharmacy.

If you wish to cancel at this stage:

• Contact us as soon as possible at care@loseweightamerica.co with your full name, email, and order number.
• If the provider has not yet started the clinical review, we may cancel the order and issue a refund of any medication and pharmacy-related charges, less any non-refundable administrative fees disclosed at checkout (if applicable).

3.2 After Provider Review / Provider Approval

Once a provider has reviewed your intake and medical information, approved a treatment plan, and/or written or authorized a prescription, your order has entered the clinical workflow and cannot generally be canceled, even if the pharmacy has not yet shipped the medication.

In these cases:

• You may still request cancellation, but any fees for provider consultations and platform services are non-refundable.
• Medication and pharmacy fees may only be refundable if the order has not yet begun pharmacy processing (see Section 4.3) and at our sole discretion.

3.3 After Pharmacy Processing / Shipment

Once your prescription has been received by the pharmacy and entered into their fulfillment workflow, prepared, dispensed, packaged, shipped, or assigned a tracking number, the order cannot be canceled and no refunds will be issued for the medication and related pharmacy services.

4. Subscription Cancellations

Many Use Reta services are offered as monthly subscriptions that include telehealth access, provider services, and medication fulfillment.

4.1 How Subscription Billing Works

• Your chosen payment method is automatically charged in advance of each billing cycle.
• The Subscription Fee may include platform access, provider consultation fees, pharmacy dispensing fees, medication cost, shipping, and applicable taxes, as explained at checkout.

4.2 Canceling a Subscription

You may cancel your subscription at any time:

• By logging into your account and turning off auto-renew / auto-refill; or
• By contacting us at care@loseweightamerica.co at least 48 hours before your next scheduled billing date.

If you cancel:

• Your subscription will remain active until the end of the current billing period.
• We do not provide prorated refunds for any unused portion of the billing period.

4.3 Renewals Already Processed

If your subscription has already renewed and a provider has reviewed or approved the renewal and/or the pharmacy has begun processing or shipping your medication, then the renewal order cannot be canceled, and no refund will be issued for that billing cycle's medication charges. You may still cancel to prevent future renewals.

5. When Refunds May Be Issued

Subject to the limitations in this Policy, refunds may be considered only in the following situations:

• Incorrect medication or strength sent: You received a different medication, dosage, or form than what was prescribed for you.
• Damaged products on delivery: The product arrives visibly damaged or compromised in a way that may affect safety or effectiveness.
• Product safety or quality issue: There is a confirmed issue with product safety, contamination, or quality, as determined by the pharmacy or manufacturer.
• Order not yet shipped and not clinically used: Your order has not entered pharmacy fulfillment or has not shipped, and clinical services have not been rendered in a way that makes them non-refundable (assessed case-by-case).
• Provider denies or declines prescribing: After reviewing your intake and medical history, the provider determines that you are not an appropriate candidate for the requested medication and declines to issue a prescription.

In the provider-denial case, medication and pharmacy fees (if already collected) may be refunded; platform and/or consultation fees associated with provider time may be non-refundable or only partially refundable, as disclosed at checkout.

All refunds are subject to review and must comply with applicable law and pharmacy regulations. Use Reta reserves the right to request documentation (such as photos or pharmacy confirmation) before issuing any refund.

6. Non-Refundable Items and Fees

Except as expressly stated in this Policy or required by law, the following are non-refundable:

• Provider consultation fees once a provider has begun reviewing your information or conducted a visit;
• Platform / service / membership fees once access has been provided for the billing period;
• Dispensed prescription medications and compounded medications that have been shipped or prepared;
• Shipping and handling fees for orders already shipped;
• Any third-party fees we have already incurred on your behalf and cannot recover.

7. How to Request a Refund or Report an Issue

If you believe you qualify for a refund under this Policy, or there is an issue with your order, contact us within 48 hours of delivery (for damaged or incorrect items) or as soon as you become aware of the issue:

Email: care@loseweightamerica.co

Include:

• Full name
• Email used on your account
• Order number
• Detailed description of the issue

We may ask for photos of the packaging and medication, shipping or tracking details, or supporting information from the pharmacy or carrier. If a package is marked “Delivered” but you did not receive it, you may be required to contact the carrier and provide a claim number. Refunds, if approved, will be processed back to the original payment method used for the order.

8. Customer Responsibilities

You are responsible for:

• Ensuring that all shipping and contact information entered during checkout is accurate and up to date;
• Reviewing your order details before submission;
• Providing accurate and complete health and prescription information;
• Storing medications properly upon receipt;
• Promptly notifying us of any issues with your order.

Use Reta is not responsible for:

• Medications damaged due to improper storage after delivery;
• Delays or issues caused by incomplete or inaccurate information provided by you;
• Packages lost after confirmed carrier delivery where no carrier error is found.

9. Changes to This Policy

Use Reta may update or modify this Refund and Cancellation Policy from time to time. When changes are made, the “Last Updated” date at the top will be revised and the updated Policy will be posted on our website. Your continued use of the Services after changes become effective constitutes your acceptance of the updated Policy.

10. Contact Information

If you have any questions about this Refund and Cancellation Policy or need assistance with an order, please contact:

Use Reta

Email: care@loseweightamerica.co

Website: https://loseweightamerica.co