Cancellation and Refund Policy

This policy explains how to cancel your Helios Health LLC plan, when refunds apply, and how our weight-loss guarantee works.

Cancelling Your Plan

You may cancel your plan at any time by emailing billing@itshelios.com at least 48 hours before your next billing date.

Cancellation stops future charges. Your care continues through the end of the period you have already paid for, and payments already made are not refunded except as described in this policy.

Before You Are Prescribed

When you place your order, a temporary hold (an authorization) is placed on your selected payment method. You are only charged if a licensed clinician reviews your health information and approves treatment.

If you are not approved, no payment is collected and the hold is released. Depending on your bank, a released hold can take a few days to disappear from your statement.

If you pay with Buy Now, Pay Later, your provider may collect your first installment when you place your order. If you are not approved, it is refunded in full.

If a charge is ever made in error before approval, we will refund it in full.

After Your Prescription Is Issued

Compounded medications are prepared for you individually by a licensed pharmacy. Once your prescription has been issued and your order has been sent to the pharmacy, the order is final.

Federal and state law prohibits the return of dispensed prescription medications for reuse or resale. Shipped medication cannot be returned or exchanged, and fees for shipped orders are not refundable except as provided under the guarantee below.

Damaged, Incorrect, or Missing Shipments

If your medication arrives damaged or compromised, is not what was prescribed, or does not arrive, contact us at billing@itshelios.com within 48 hours of the indicated delivery date. Keep the medication and its original packaging until your claim is resolved.

Medication ships in insulated cold-chain packaging. Warm or melted ice packs on arrival are normal and do not by themselves mean the medication has been compromised. Replacements for temperature concerns follow the pharmacy’s assessment of the medication’s stability.

Once the issue is verified, we will arrange a replacement at no cost to you. Replacement, not refund, is the remedy for shipping and dispensing issues.

The Helios Six-Month Guarantee

If you complete six continuous months on your prescribed plan and have not lost any weight from your recorded starting weight, we will refund the plan payments you made during those six months.

To qualify, all of the following must be true:

• Your plan remained active and paid for the entire six months. Pausing or cancelling before the six-month mark ends eligibility.
• You took your medication as directed by your clinician.
• You completed all check-ins requested by your care team.
• Your starting weight and your weight at the six-month mark were recorded with your care team.

To make a claim, email billing@itshelios.com within 30 days of completing your sixth month. The guarantee may be claimed once per patient and does not combine with any other refund under this policy.

This guarantee is a commercial commitment, not a medical guarantee of any particular outcome. Individual results vary.

Billing Errors

If you believe you were charged twice or charged incorrectly, contact us at billing@itshelios.com within 30 days of the charge. Verified billing errors are corrected and refunded in full.

How Refunds Are Processed

Send refund requests to billing@itshelios.com from the email address on your account, including your name and the date of the charge. We review requests and respond within 5 business days.

Approved refunds are issued to your original payment method, typically within 10 business days. Your bank may take additional time to post the credit.

Contact Information

If you have questions about this document, please contact: