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. Clinical evaluation fees

All clinical evaluations at Kesbury Health are conducted by a board-certified physician. If the physician determines that a patient is not a candidate for a requested therapy and denies the evaluation, the patient will not be charged for the evaluation.

If a clinical evaluation is approved and treatment is prescribed, the evaluation fee is non-refundable. Physician time has been rendered to review the patient’s medical history, assess eligibility, and develop a treatment recommendation. The evaluation fee reflects the value of that professional medical service regardless of whether the patient elects to proceed.

3. Prescription medications and compounded therapies

Once a prescription order has been submitted to the pharmacy for compounding and fulfillment, the order cannot be cancelled or refunded. All compounded medications are prepared specifically for the individual patient and, by law and safety protocol, cannot be returned, restocked, or reused once dispensed. 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 you experience an adverse reaction or clinical concern related to a dispensed medication, report it immediately to [email protected]. Our medical team will review your case and determine the appropriate clinical response. Clinical concerns do not create an entitlement to a refund on dispensed, patient-specific compounded therapies.

4. 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 welcome email and renewal reminders; or (2) email [email protected] at least five (5) business days before your next scheduled renewal. We confirm cancellations within one business day. Requests received fewer than five business days before renewal may not be processed before the next billing cycle.

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

5. 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, shipped, or requisitioned to the laboratory partner.

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

6. Physician consultations

Scheduled physician consultations may be cancelled or rescheduled at no charge with at least 24 hours’ notice. Consultations cancelled with fewer than 24 hours’ notice, or no-shows, are non-refundable; the fee is retained to account for the reserved physician time.

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 reviews requests and responds 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.