Refund Policy

This Refund Policy is incorporated by reference into and forms a part of the Ascenva Labs Terms of Use. Capitalized terms used but not defined here have the meanings given in the Terms of Use. All sales are final except as expressly stated in this Refund Policy or as required by applicable law.

1. Consultation Fees & Subscription Charges

Ascenva Labs operates on a subscription model that includes fees for both clinical evaluation by a licensed provider and (where prescribed) ongoing medication. Subscription fees may be charged at the time of enrollment to initiate the clinical evaluation. No prescription medications are dispensed or shipped until a licensed clinician has evaluated you and determined that treatment is medically appropriate.

• If you are not approved for treatment: If, after a clinical evaluation, the licensed clinician determines that you are not a clinical fit for the service you signed up for, you will receive a full refund of any subscription or medication fees paid, less any standard non-refundable evaluation fee that may apply. Any non-refundable portion is disclosed at checkout.
• If you decline to proceed before evaluation: If you cancel after enrollment but before the clinical evaluation has been completed, you may request a refund of any medication fees paid. Evaluation fees, where disclosed, may be retained.

2. Medication Refunds

For patient safety, federal and state pharmacy laws, and to maintain the integrity of the medication supply, medications that have been shipped from the pharmacy cannot be returned or refunded once dispensed. Once a prescription is filled and shipped, it is considered final sale.

Exceptions may apply in the following circumstances:

• Damaged or defective shipments: If your medication arrives damaged, defective, or compromised due to shipping issues (e.g., temperature exposure for cold-chain medications), contact us within 7 days of delivery for a replacement or refund at our discretion.
• Wrong product shipped: If the pharmacy ships a product that does not match what was prescribed, contact us immediately for a replacement.
• Clinical hold: If the prescribing clinician places a medical hold on your prescription before it ships, you will receive a refund for the unshipped portion.

3. Subscription Cancellation

You may cancel your subscription at any time through your patient account, by emailing hello@ascenvalabs.com, or by contacting OpenLoop Patient Support at (855) 597-1248.

• Cancellation timing: To avoid the next renewal charge, you must cancel before the renewal cutoff time disclosed at checkout (typically 48 hours prior to the renewal date). Cancellations received after that cutoff will take effect at the end of the current billing period.
• No prorated refunds: Subscription fees are not prorated for partial billing periods unless required by law.
• Prepaid plans (3-month, 6-month, 12-month): If you cancel a prepaid multi-month plan before the term is complete, you will continue to receive service through the end of the prepaid period. Refunds for unused prepaid months are at our sole discretion and may be issued in cases of medical inability to continue treatment.

4. How to Request a Refund

To request a refund, contact us within 30 days of the original charge:

• Email: hello@ascenvalabs.com with subject line "Refund Request — [Your Name]"
• Phone: (772) 918-9876

Please include your order number, the reason for the refund request, and any supporting information (photos of damaged shipments, etc.).

Approved refunds are processed to the original payment method within 7–14 business days. Bank processing times may vary.

5. Chargebacks

If you have a concern about a charge, please contact us first so we can resolve it directly. Initiating a chargeback without first contacting us may result in suspension of your account, and we may pursue collection of amounts legitimately owed.

6. Insurance, HSA, and FSA

Ascenva Labs services are cash-pay and are not billed to insurance. We do not guarantee that any amounts paid are eligible for reimbursement by insurance, HSA/FSA, or otherwise. Receipts are available in your patient account for your records.

7. Promotional Pricing & Discounts

Promotional pricing, introductory discounts, and referral credits are subject to additional terms disclosed at the time of the offer. Refunds on promotional purchases are limited to the actual amount paid.

8. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be posted to the Website and, where required by law, communicated to you directly. Continued use of the Services after a change constitutes acceptance of the updated policy.

9. Contact Us

Ascenva Labs, Inc.
A Delaware corporation
Mailing address: 10760 Brunello Place, #206, Wellington, FL 33414
Email: hello@ascenvalabs.com
Phone: (772) 918-9876

For clinical questions related to your prescription or treatment, contact OpenLoop Patient Support at (855) 597-1248.