At Level IX Performance & Longevity (“Level IX,” “we,” “our,” or “us”), patient safety and regulatory compliance are our highest priorities. Because we provide healthcare services and facilitate prescriptions through independently licensed healthcare providers and licensed pharmacies, certain products and services are not eligible for return or refund.
Please read this Refund & Return Policy carefully before purchasing any products or services through our platform.
1. PRESCRIPTION MEDICATIONS
Federal and state laws generally prohibit the return or resale of prescription medications once they have been dispensed by a licensed pharmacy.
Accordingly:
- All prescription medications are non-returnable.
- All prescription medication sales are final once dispensed by the pharmacy.
- Level IX cannot accept returns of prescription medications under any circumstances.
- Refunds will not be issued for prescription medications that have already been dispensed or shipped.
This policy applies regardless of whether:
- You decide to discontinue treatment;
- You experience side effects;
- Your healthcare provider changes your treatment plan;
- Your medical condition changes;
- You no longer wish to receive the medication; or
- The medication remains unopened or unused.
If you experience side effects or have concerns regarding your medication, you should contact your treating healthcare provider through the patient portal or seek appropriate medical care immediately. If you believe you are experiencing a medical emergency, call 911 or go to the nearest emergency department.
2. MEDICAL ELIGIBILITY
Healthcare providers independently determine whether treatment is clinically appropriate based on your medical history, assessment, and applicable standards of care.
If the treating provider determines that you are not eligible for treatment before a prescription is issued:
- Any payment collected specifically for the prescription medication will be refunded in full.
- Medical consultation or clinical assessment fees may be non-refundable if healthcare services have already been provided.
3. CONSULTATION FEES
Consultation, evaluation, and telehealth visit fees compensate licensed healthcare providers for their professional medical services.
Once a consultation has occurred or a provider has reviewed your medical information, consultation fees are generally non-refundable, regardless of whether:
- A prescription is issued;
- Laboratory testing is recommended;
- Treatment is approved; or
- You elect not to proceed with treatment.
4. ORDER CANCELLATIONS
Cancellation requests should be submitted as soon as possible by contacting our support team.
Orders may only be canceled if processing has not yet begun.
If your order is successfully canceled before your medical consultation has been completed and before your prescription has been transmitted to a pharmacy, you may receive a refund less any applicable administrative processing fees.
Once:
- a healthcare provider has begun reviewing your case,
- a consultation has been completed,
- a prescription has been issued,
- or a pharmacy has begun processing your medication,
your order generally cannot be canceled or refunded.
5. LABORATORY SERVICES
Laboratory testing is performed by independent third-party laboratories.
Once laboratory orders have been submitted or specimens have been collected, laboratory fees are generally non-refundable.
6. SHIPPING ISSUES
If your package is:
- lost during transit,
- damaged during shipment,
- delivered to an incorrect address due to carrier error, or
- arrives with visible shipping damage,
please notify us promptly.
Level IX will work with the dispensing pharmacy and shipping carrier to investigate the issue and determine whether a replacement or other resolution is appropriate.
Replacement decisions are made on a case-by-case basis and may require verification from the pharmacy and shipping carrier.
7. DAMAGED OR INCORRECT PRODUCTS
If you believe you received:
- the wrong medication,
- the wrong strength,
- incorrect quantity,
- damaged packaging, or
- another pharmacy dispensing error,
please contact us immediately and do not use the medication until instructed by your healthcare provider or pharmacy.
Level IX will coordinate with the dispensing pharmacy to investigate and determine the appropriate resolution.
8. SUBSCRIPTIONS (IF APPLICABLE)
Certain healthcare programs offered through Level IX may be provided on a recurring subscription basis.
If enrolled in a subscription program:
- subscriptions renew automatically unless canceled before the renewal date specified during enrollment;
- cancellation requests received after a renewal has been processed will apply to the next renewal period; and
- charges already processed for the current subscription period are generally non-refundable after provider review or pharmacy processing has begun.
Specific renewal terms applicable to your program will be presented during checkout and enrollment.
9. PROMOTIONAL OFFERS
Promotional pricing, introductory offers, discounts, referral credits, and other special pricing apply only under the terms disclosed at the time of purchase.
Unless otherwise stated:
- introductory discounts apply only to the initial eligible purchase;
- promotional pricing cannot be combined with other offers;
- canceled subscriptions may not retain promotional pricing upon re-enrollment.
10. CHARGEBACKS
If you believe you were charged in error, please contact our support team before initiating a chargeback through your financial institution.
Initiating a chargeback does not eliminate your financial responsibility for healthcare services that have already been rendered or prescription medications that have been dispensed.
11. EXCEPTIONS
Nothing in this Policy limits any rights you may have under applicable federal or state consumer protection laws.
Level IX reserves the right to issue refunds, credits, or replacements at its sole discretion when warranted by exceptional circumstances, administrative error, or applicable law.
12. CHANGES TO THIS POLICY
We reserve the right to modify this Refund & Return Policy at any time.
Updated versions will become effective upon posting to our website unless otherwise required by law.
13. CONTACT US
If you have questions regarding this Refund & Return Policy, please contact us:
Level IX Performance & Longevity
Email: support@levelixlabs.com
Website:
www.levelixlabs.com
