Refund Policy

Effective Date: February 27, 2026

This Refund Policy applies to all services and products purchased through Apex Medical Group (operated by Apex Medical Associates, LLC). By purchasing any service or product, you agree to the terms outlined below.

1. Consultation Fee

The initial consultation fee is collected at the time of sign up. A hold is placed on your payment method pending provider review. If the provider determines during the initial intake review that you are not a candidate for treatment, the hold is released and no consultation fee is charged. Once the provider completes the soft approval and your consultation fee is captured, it is non-refundable, as the clinical evaluation and lab ordering process has begun.

2. Laboratory Services

Lab work is ordered through third-party laboratory providers. Once lab orders have been placed and/or completed, lab costs are non-refundable regardless of treatment outcome, as these services are rendered by independent laboratories outside the control of Apex Medical Group.

3. Telehealth Consultation

If, following review of your lab results, a licensed provider determines during your telehealth consultation that hormone therapy is not clinically appropriate for you, no subscription fee will be charged.

4. Prescription Medications

All prescription medications are compounded individually for each patient by Strive Pharmacy, a licensed compounding pharmacy. Once a prescription has been sent to the pharmacy for preparation, medication costs are non-refundable. Compounded medications are prepared specifically for the individual patient and cannot be restocked, returned, or reused per applicable FDA and state pharmacy regulations.

5. Subscription Membership

Ongoing subscription memberships (including medication, quarterly labs, quarterly provider reviews, and patient care advisor access) may be cancelled at any time with no penalties or cancellation fees. Cancellation takes effect at the end of the current billing cycle. No refunds are issued for partial billing periods. Patients who wish to cancel should contact their assigned patient care advisor or email support@apexmedicalgroup.us.

6. Disputed Charges and Chargebacks

If you believe a charge is incorrect, please contact us directly at support@apexmedicalgroup.us before initiating a dispute with your financial institution. We will review all billing inquiries within 3 business days. Filing a chargeback without first contacting Apex Medical Group may result in suspension of your account and any active prescriptions pending resolution.

7. Exceptions

Refund requests outside the scope of this policy will be reviewed on a case by case basis at the sole discretion of Apex Medical Group. Any approved exceptions will be processed within 5 to 10 business days to the original payment method.

8. How to Request a Refund

All refund requests must be submitted in writing to support@apexmedicalgroup.us or through your assigned patient care advisor. Please include your full name, email address associated with your account, and a description of the refund request.

9. Contact Information

Apex Medical Group is a trade name of Apex Medical Associates, LLC.

Email: support@apexmedicalgroup.us
Website: apexmedicalgroup.us

This policy is subject to change at any time. Updates will be posted on our website.