Refund Policy
OPTML sells physician-prescribed compounded medications, telehealth consultations, and laboratory panels. Because these are personalized medical products and services, most purchases are final once fulfilled. You can cancel a subscription at any time to stop future charges, and we will always make it right if we made an error with your order.
This Refund Policy explains when purchases made through the optml.health website (the "Website"), owned and operated by Live Optml, LLC, a Delaware limited liability company doing business as OPTML ("OPTML", "we", "us", or "our"), are eligible for a refund. This policy supplements the payment terms in our Terms of Use. If there is any conflict, the Terms of Use control.
1. Consultation and medical service fees
Fees for a medical consultation or clinical service are non-refundable once that service has been performed. When you submit your intake and a licensed provider within the Telegra MD network reviews your information, the consultation has been performed. Providers exercise independent medical judgment and may decline to prescribe.
If a prescription is not issued: no medication is dispensed or shipped to you. If you paid for a medication that a provider does not prescribe, contact us and we will refund the amount you paid for that undispensed medication.
2. Prescription and compounded medications
Prescription medications, including compounded preparations, cannot be returned, reused, resold, or refunded once they have been dispensed or shipped. This is required by federal and state pharmacy law and applies to all prescription products, opened or unopened. All sales of dispensed medication are final.
Compounded preparations are not FDA-approved; the FDA does not verify the safety, effectiveness, or quality of compounded drugs. Compounded preparations are prepared by licensed 503A pharmacies under USP <797> sterility standards.
If we made an error
If you believe there was an error in the filling of your prescription, or if your order arrives damaged, defective, or incorrect, contact us promptly. We will work with the dispensing pharmacy to replace or reship the correct medication at no additional cost. To report an issue, message us through your OPTML account or email info@optml.health with your order details.
3. Subscriptions and cancellation
Ongoing protocols are billed as recurring subscriptions. You can cancel at any time before your next fill to stop future charges. There is no cancellation fee and no minimum commitment.
To cancel, message us through your OPTML account or email info@optml.health. Cancellation stops future billing and future shipments. It does not refund charges that have already been processed. Once an order for the current billing cycle has been submitted to the pharmacy for fulfillment, that order is final and is not refundable, even if you cancel afterward. To avoid being charged for your next fill, please cancel at least 48 hours before your next scheduled billing or fill date. A cancellation made less than 48 hours before a scheduled fill may not stop that order if it has already been submitted to the pharmacy for fulfillment.
4. Lab panels and one-time purchases
Laboratory panels and other one-time purchases are final sales and are non-refundable. This includes the Apex Panel and all other lab panels offered through the Website. If your lab kit arrives damaged or defective, contact us and we will arrange a replacement.
5. How refunds are issued
We refund verified billing errors, such as a duplicate charge or an incorrect amount. If you believe you were charged in error, contact us and we will review and correct it promptly.
When a refund is approved, it is credited to the original payment method used for the purchase. Approved refunds are typically processed within 5 to 10 business days, though the time it takes to appear on your statement depends on your bank or card issuer. We do not issue refunds in cash or to a different payment method.
6. How to request a refund or report a problem
To request a refund, cancel a subscription, or report a problem with an order, contact us through either channel below and include your name, order number, and a description of the issue:
- Send a message through your OPTML account, or
- Email info@optml.health.
We review every request individually. If your situation is not specifically addressed above, reach out anyway. We will respond promptly and do our best to resolve it fairly.
7. Chargebacks
If you have a concern about a charge, please contact us first at info@optml.health so we can resolve it directly. Most issues are settled quickly. Filing a chargeback with your bank before contacting us can delay resolution and may result in suspension of your account.
8. Changes to this policy
We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last Modified" date. Purchases are governed by the version of this policy in effect at the time of the purchase.
9. Contact us
If you have any questions about this Refund Policy, please contact:
