Refund & Cancellation Policy

1. Our commitment to transparency

Kesbury Health is committed to transparent pricing and fair policies for every patient. This Refund & Cancellation Policy outlines how refunds, cancellations, and billing adjustments are handled across all services and subscriptions offered by RegenHairSolutions LLC dba Kesbury Health.

This policy is designed to be straightforward and works in conjunction with our Terms of Service. By purchasing any service or subscription from Kesbury Health, you agree to the terms outlined here.

2. How and when you are charged (charge on approval)

Kesbury Health uses a charge-on-approval model. When you submit an evaluation and provide a payment method, nothing is charged and the amount due is $0.00. Your payment method is stored securely and is charged only if a physician reviews your information and approves treatment.

If treatment is not approved, you are not charged. If a physician declines, or if you are found not to be a candidate, no charge is placed for that evaluation and there is nothing to refund.

If you chose the optional “ask a physician to contact me first” preference during your evaluation, approval and any charge are paused until a physician has communicated with you; you are not charged before that conversation, and only if treatment is then approved.

When treatment is approved, your payment method is charged for the treatment you selected at the price disclosed to you before card entry. The paragraphs below govern refunds and cancellations once a charge has been placed.

3. The clinical evaluation

There is no fee for submitting the online evaluation or for the physician’s review of it, and no charge of any kind is placed unless the physician approves treatment.

If the physician determines that you are not a candidate for the requested treatment, nothing is charged and there is nothing to refund. If treatment is approved, the only charge is the treatment price disclosed to you before card entry, as described in Section 2.

4. Prescription medications and compounded therapies

The notice at the end of this page describes rights you may have under Florida law (Fla. Stat. §456.062) when you respond to an advertisement for a free, discounted-fee or reduced-fee service. Nothing in this policy limits those rights. To exercise them, email [email protected].

Prescription medications are compounded for the individual patient. Once your order has been placed with the pharmacy and shipped, it cannot be returned or refunded, as required by pharmacy regulations: a patient-specific compounded medication cannot be returned, restocked, or reused once dispensed. For the same reason, an order cannot be cancelled after it has been submitted to the pharmacy for compounding and fulfillment. This applies to all prescription and compounded therapies offered by Kesbury Health, including:

• NAD+ subcutaneous injections
• Sermorelin
• Longevity Stack (NAD+ + Sermorelin)
• Any future compounded therapy or injectable added to the Kesbury Health formulary

If your order arrives damaged, defective, or otherwise compromised, do not use it and email [email protected] the same business day; we coordinate the replacement with the dispensing pharmacy.

If you experience an adverse reaction or clinical concern related to a dispensed medication, report it immediately to [email protected]. The physician responsible for your case will review it and determine the appropriate clinical response. Clinical concerns do not create an entitlement to a refund on dispensed, patient-specific compounded therapies.

5. Recurring prescription subscriptions

Prescription subscriptions (including NAD+, Sermorelin, Longevity Stack, and injectable therapies) auto-renew on a recurring monthly basis. Each renewal triggers a new pharmacy compounding and fulfillment cycle.

You can cancel a recurring subscription at any time: (1) self-serve via the billing portal link (“Manage or cancel anytime”) included in your Kesbury Health emails; or (2) by emailing [email protected]. Cancellation takes effect at the end of the current paid period: you keep the remainder of the period you have paid for, no further renewal is charged, and nothing further ships. We confirm cancellations by email.

No prorated refunds are issued for partial billing periods or unused portions of a cycle. Once a renewal charge has been processed and the order submitted to the pharmacy, that charge is non-refundable, as described in Section 4.

6. Laboratory panel orders

Laboratory panel orders may be cancelled within 24 hours of purchase for a full refund, provided the order has not yet been processed or requisitioned to the laboratory.

Once a lab order has been processed or a requisition generated, the order is non-refundable. Completed laboratory tests (where a specimen has been collected and submitted for analysis) are non-refundable under any circumstances.

7. How to request a refund

To request a refund for an eligible service, email [email protected] with your full account name, the service or product, the original order/transaction date, and the reason for the request.

Our team replies within one (1) business day, Monday through Friday, and decides on the request within two (2) business days. Approved refunds are processed through Stripe to the original payment method. Please allow 5–10 business days for the refund to appear on your statement after approval.

8. Chargebacks and payment disputes

We encourage patients to contact Kesbury Health at [email protected] before initiating a chargeback or dispute. If a dispute is initiated without a good-faith effort to contact us first, the account may be suspended until the dispute is resolved. Kesbury Health reserves the right to pursue recovery of amounts owed, including chargeback fees, through all available means.

9. Changes to this policy

Kesbury Health reserves the right to modify this policy at any time. Changes are posted on this page with an updated effective date. For material changes that significantly affect patient rights, we will notify the email associated with your account. Continued use of Kesbury Health services after a revised policy is posted constitutes acceptance.