Refund policy

This policy explains when you are charged for services obtained through Vyro Health (New Marketing Vertical LLC), when you are not, and how refunds and cancellations work. Payments are processed by the partner platform or its payment processor; this policy applies to charges for the clinician review and the compounded medication.

1. Declined intakes are not charged

Completing an intake is free. If the reviewing clinician decides not to prescribe, you are not charged anything: no consultation fee, no medication charge, no membership fee. If a pre-authorisation was placed on your card at checkout, it is released; depending on your bank this can take a few business days to disappear from your statement.

2. When you are charged

You are charged only after a clinician has prescribed and you have seen your price and confirmed the order. The charge covers the clinician review, the compounded medication and shipping, as itemised at checkout. There is no membership fee.

3. Compounded medication cannot be returned

The Quattro is compounded individually for you to your clinician's prescription. Under state pharmacy law, prescription medication that has left the pharmacy cannot be returned, restocked or resold, even if unopened. Once the pharmacy has dispensed your order it therefore cannot be refunded because you changed your mind, no longer need it, or did not read the safety information first. Please read who should not take The Quattro before you confirm.

4. Cancelling before dispensing

You can cancel an order at no cost at any time before the pharmacy has started compounding it. Message the care team as soon as possible. Once compounding has begun, the order is treated as dispensed for the purpose of this policy.

5. Cancelling future orders

There is no minimum term. If your treatment plan includes refills, you can stop them at any time through your account or by messaging the care team. Cancel at least 48 hours before a scheduled refill is processed to avoid that refill being charged and compounded.

6. Damaged, incorrect or missing orders

If your medication arrives damaged, is not what was prescribed, or does not arrive at all, contact the care team within 14 days of the expected delivery date. After confirming the issue with the pharmacy and carrier, the order will be replaced or refunded in full. Do not use medication that appears damaged, leaking or tampered with.

7. Side effects and clinical issues

If you experience side effects or the treatment is not appropriate for you after all, message your clinician. They may adjust the dose or stop the treatment. A refund is not owed because a medication did not produce the result you hoped for; individual results may vary. Refunds in clinical situations are decided case by case together with the prescribing clinician and pharmacy.

8. How refunds are paid

Approved refunds are returned to the original payment method. Allow 5 to 10 business days after approval for the refund to appear, depending on your bank.

9. Chargebacks

If you dispute a charge with your bank before contacting us, we may be unable to resolve it directly. Please message the care team first; most issues are resolved within a few days.

10. Contact

Questions about a charge or a refund can be sent to the care team through your account or to Vyro Health at support@vyrohealth.com or by post to New Marketing Vertical LLC, 30 N Gould St, Ste R, Sheridan, WY 82801, USA.