Refund, Cancellation, and Charge Timing Policy

You may cancel a recurring plan at any time, and cancellation terminates authorization for future automatic renewals when completed or received. Cancellation does not reverse a separately disclosed clinical service already performed or an order that entered Pharmacy Processing before cancellation. If a Provider does not prescribe treatment, Zoya will refund the treatment-plan payment unless checkout clearly disclosed a separate clinical-evaluation fee and the evaluation was performed. After a prescription medication has been dispensed, it generally cannot be returned for refund or redispensing except where applicable law and the dispensing Pharmacy’s policy permit; remedies for dispensing errors, damaged or compromised product, recalls, nonconforming shipments, duplicate charges, and other covered events remain available.

This policy applies to treatment-plan payments made through Zoya Health LLC (“Zoya”) and should be read with the Zoya Health Terms of Service and the transaction-specific disclosures shown at checkout. If a checkout disclosure provides a more consumer-favorable refund right, that disclosure controls. A Medical Group, Provider, Pharmacy, laboratory, or other third party may have separate policies for charges made directly by that party.

2.1 Clinical Review Begins: the time a licensed Provider begins substantive review of your submitted health information or conducts a scheduled clinical encounter, as reflected in the platform record.

2.2 Pharmacy Processing Begins: the time a Pharmacy or pharmacy-network administrator accepts a prescription or fulfillment request into compounding, dispensing, packaging, or another objectively documented fulfillment workflow, or reaches another non-reversible step clearly disclosed at checkout. Mere generation or electronic transmission of a prescription does not by itself establish that Pharmacy Processing has begun.

2.3 Recurring Refill Plan: a plan expressly identified at checkout as automatically renewing or recurring at a stated price and interval.

2.4 One-Time Plan: a plan charged once for the supply or services shown at checkout and not identified as recurring.

A Recurring Refill Plan renews only if checkout clearly identified the recurring amount or range, interval, cancellation method, and any minimum commitment, and you provided express affirmative consent to those renewal terms. Zoya will provide a retainable acknowledgment of the recurring terms.

How to cancel. You may cancel through the patient portal, through a prominently located cancellation link or button in your account, through an immediately accessible cancellation email mechanism, or by emailing hello@joinzoya.com. If you enrolled online, you may cancel online, at will, without further steps that obstruct or delay cancellation, and without speaking to anyone. You may also cancel through the same medium in which you enrolled or in which you are accustomed to dealing with us.

Retention offers. If we present a discount, retention benefit, or information about the effect of cancellation while you are cancelling online, we will simultaneously display a prominently located and continuously visible control that cancels immediately, and if you use it we will process the cancellation promptly.

Effect of cancellation. Cancellation terminates the automatic-renewal authorization when completed or received. Zoya will not impose or retain a renewal charge solely because internal billing steps began before cancellation. If a charge is processed after effective cancellation, it will be refunded except to the extent that, before cancellation, a separately disclosed clinical service had already been performed or the applicable order had entered Pharmacy Processing.

There is no advance-cancellation cutoff. If an order entered Pharmacy Processing before cancellation was completed, that pending order may remain chargeable and non-refundable. Your account or confirmation will identify the status of the next order.

Notices you will receive. We send an annual reminder of your plan, its charges and how to cancel; notice of any fee change no less than 7 and no more than 30 days before it takes effect; and, where applicable, notice before a plan with an initial term of one year or longer renews and before a promotional period longer than 31 days converts to a paid plan. See Terms of Service §§ 9.5–9.7.

Pause. A “pause” is not a cancellation. A pause delays charges or processing only for the period and scope confirmed to you. At the end of the pause, recurring processing resumes unless you cancel or extend the pause. Pausing may affect continuity of treatment and may require a new Provider review.

A multi-month package may be fulfilled in one shipment or in installments, as disclosed at checkout and permitted by the Provider and Pharmacy. If the entire supply enters Pharmacy Processing at once, the package generally becomes non-refundable at that time. If future installments have not entered Pharmacy Processing and the checkout disclosure does not impose a clearly stated lawful minimum commitment, cancellation stops and refunds the unearned, unprocessed portion.

A minimum purchase commitment or non-refundable prepaid term is enforceable only to the extent clearly and conspicuously disclosed before purchase, affirmatively accepted, and permitted by applicable law. No term eliminates a refund required because no prescription is issued, because the order cannot be fulfilled, or because the charge was erroneous.

Report an incorrect, damaged, missing, tampered, or temperature-compromised shipment as soon as possible and, absent extraordinary circumstances, within seven calendar days after delivery or the expected delivery date. This reporting period supports prompt investigation and does not limit any non-waivable right or remedy. Include the order number, photographs if safe and appropriate, packaging details, and a description of the issue. Do not discard the package until the Pharmacy or Zoya gives instructions, unless keeping it would be unsafe.

Zoya does not determine whether a medication is safe to use. The Pharmacy and Provider are responsible for dispensing and clinical instructions. If you are uncertain, do not use the product until you receive guidance from the Pharmacy or Provider.

Zoya will ordinarily initiate, or coordinate with the applicable payment recipient to initiate, an approved refund to the original payment method within five (5) business days after approval, and in all cases within any shorter period required by applicable law. A financial institution or payment processor may require additional time to post the credit. Shipping charges are refunded when the underlying order is refunded because of a Zoya, Provider, Pharmacy, or carrier error, but not when a correctly processed order is non-refundable under this policy.

Please contact Zoya first about a good-faith billing or fulfillment issue so the parties can investigate and preserve relevant clinical and Pharmacy records. Nothing in this policy waives your right to dispute an unauthorized or erroneous charge under applicable law. Knowingly submitting false information to a payment provider, or falsely claiming that an authorized and properly performed transaction was unauthorized, may result in account suspension and lawful collection or defense activity.

Zoya Health LLC 2108 N Street, Suite N, Sacramento, California 95816 Email: hello@joinzoya.com Website: joinzoya.com

For faster handling, include your full name, account email, order number, the requested action, and the reason for the request. Do not include detailed medical information in an ordinary email; use the secure patient portal for clinical communications.