LUXE BIOLOGIX CANCELLATION & REFUND POLICY

LUXE Biologix, LLC (“LUXE Biologix,” “we,” “us,” or “our”) wants our cancellation and refund practices to be transparent and fair.

Telehealth programs may involve professional medical services, prescription processing, compounded medications, laboratory services, pharmacy fulfillment, and other services that cannot always be cancelled or reversed after they have begun.

This policy explains when cancellations, refunds, credits, replacements, or other accommodations may be available.

1. SUBSCRIPTION CANCELLATION

You may cancel automatic renewal of a LUXE Biologix subscription, membership, or recurring treatment plan at any time.

If you enrolled online, you may cancel online through the cancellation method made available through your account or website where required by applicable law.

You may also request cancellation by emailing:

hello@luxebiologix.com

We recommend submitting treatment-plan changes or cancellation requests at least 48 hours before your scheduled renewal or refill processing date so that there is sufficient time to prevent the next order from entering provider or pharmacy processing.

A cancellation submitted before a new recurring charge has been initiated will prevent subsequent recurring charges as required by applicable law.

Cancellation normally takes effect for future renewal periods and does not automatically reverse charges, provider services, prescriptions, laboratory services, or pharmacy fulfillment already initiated before cancellation.

2. INITIAL ORDERS AND MEDICAL REVIEW

If you cancel an initial treatment request before a healthcare professional has begun reviewing your medical intake and before other services have been performed, you may be eligible for a refund of amounts paid for unperformed and unprocessed services.

Once a licensed healthcare professional has reviewed your medical information or conducted your consultation, the medical evaluation or consultation portion of your purchase is considered rendered and is generally non-refundable.

Payment for an evaluation does not guarantee that a prescription will be issued.

A completed medical consultation will not ordinarily be refunded solely because a provider:

• Determines that the requested medication is not medically appropriate
• Recommends a different treatment
• Requires laboratory testing
• Requires additional information
• Requires an in-person evaluation
• Declines to issue a requested prescription

3. IF YOU ARE NOT MEDICALLY ELIGIBLE

If your healthcare professional determines that you are not medically eligible for the applicable treatment and medication has not entered pharmacy preparation or fulfillment, amounts paid specifically for medication or fulfillment that will not be provided will generally be refunded.

Separately disclosed charges for professional medical services, laboratory services, or other services already performed may remain non-refundable.

If LUXE Biologix is unable to provide a purchased product or service for reasons unrelated to your medical eligibility and no reasonable substitute is accepted by you, amounts paid for the product or service that cannot be provided will be refunded.

4. PRESCRIPTION MEDICATION

Prescription medications generally cannot be returned for resale after dispensing.

Once a prescription has entered pharmacy processing, preparation, compounding, dispensing, or fulfillment, cancellation may no longer be possible and the applicable medication charge may be non-refundable.

LUXE Biologix cannot guarantee that an order can be stopped after the prescription has been transmitted to or accepted for processing by a pharmacy.

If an order is successfully cancelled before applicable pharmacy costs are incurred, the eligible medication portion may be refunded.

5. COMPOUNDED MEDICATION

Compounded medications may be prepared specifically for an individual patient pursuant to a prescription.

Because a compounded medication may be individually prepared for you, the applicable medication charge generally becomes non-refundable after the pharmacy begins preparing, compounding, or otherwise fulfilling the prescription.

6. REFILLS AND RENEWALS

Recurring treatment programs may involve automatic medical review, prescription processing, medication preparation, or fulfillment.

To prevent an upcoming refill from entering processing, please make treatment changes or cancellation requests as early as possible and preferably at least 48 hours before the scheduled processing date.

If a recurring order has already entered provider or pharmacy processing before cancellation, the amount associated with services already rendered or medication already being prepared may be non-refundable.

Cancellation of automatic renewal will prevent future recurring charges that have not already been initiated, as required by applicable law.

7. SHIPPED PRESCRIPTION MEDICATION

Prescription medication that has already been dispensed and shipped is generally non-refundable and cannot be returned for reuse or resale.

Exceptions may be made where required by law or when LUXE Biologix or the dispensing pharmacy confirms that:

• The incorrect medication was shipped
• The incorrect strength or formulation was shipped
• The medication was materially damaged during shipping
• The package was lost
• The medication was rendered unusable through a verified fulfillment or shipping problem
• Another qualifying error occurred

8. DAMAGED, INCORRECT, COMPROMISED, OR MISSING ORDERS

If medication arrives damaged, appears compromised, is materially different from what was prescribed, or does not arrive, contact:

hello@luxebiologix.com

as soon as reasonably possible.

Please include your name, order information, and photographs of the package or product when relevant.

We may coordinate with the dispensing pharmacy or shipping carrier to determine whether a replacement, reshipment, credit, or refund is appropriate.

Do not use medication that appears contaminated, improperly sealed, damaged, or materially inconsistent with what you were prescribed until you have received appropriate instructions.

9. SHIPPING DELAYS

Estimated delivery dates are estimates rather than guarantees.

Delays caused by carriers, weather, pharmacy processing, prescription clarification, medication availability, regulatory requirements, or circumstances outside LUXE Biologix’s reasonable control do not automatically qualify an order for a refund.

If medication is confirmed lost, materially damaged, or rendered unusable during shipment, we will work with the applicable pharmacy or carrier to determine an appropriate resolution.

10. LABORATORY SERVICES

Laboratory fees generally become non-refundable once:

• A specimen has been collected
• Testing has begun
• A laboratory service has otherwise been performed

Unused laboratory services may be eligible for cancellation or refund depending upon the applicable laboratory’s policies and whether costs have already been incurred.

11. MISSED APPOINTMENTS

If a Service requires a scheduled appointment, missed appointments or appointments cancelled after a separately disclosed appointment cancellation deadline may be non-refundable.

Any appointment-specific cancellation policy disclosed when booking will control with respect to that appointment.

12. UNUSED TIME IN A SUBSCRIPTION PERIOD

Unless otherwise required by law or expressly stated in the applicable program terms, cancellation of a membership or subscription does not result in a prorated refund for unused time remaining in a billing period that has already been paid.

You may continue to receive any non-cancelled Services included in that paid period where applicable.

13. REFUND METHOD

Approved refunds will generally be returned to the original payment method.

Your bank, card issuer, or payment processor may require additional processing time after LUXE Biologix issues a refund before the funds appear in your account.

14. BILLING QUESTIONS AND PAYMENT DISPUTES

If you believe a charge is incorrect, please contact us promptly at:

hello@luxebiologix.com

We encourage patients to give us an opportunity to review and resolve legitimate billing issues.

Nothing in this provision limits any lawful right you may have to dispute a transaction through your financial institution or exercise another right provided by law.

15. CASE-BY-CASE EXCEPTIONS

LUXE Biologix may provide refunds, credits, replacements, reshipments, or other accommodations on a case-by-case basis.

Providing a discretionary accommodation in one situation does not obligate us to provide the same accommodation in another situation.

Nothing in this Cancellation & Refund Policy limits a consumer right that cannot lawfully be waived.

16. CONTACT US

Cancellation requests, refund questions, and billing inquiries may be directed to:

LUXE Biologix, LLC3420 Basswood Blvd, Suite 100Fort Worth, TX 76137

Email: hello@luxebiologix.com

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