This Refund & Cancellation Policy describes the refund and cancellation practices applicable to purchases made through Lunera Health (“Lunera Health,” “we,” “us,” or “our”).

Lunera Health provides a technology and administrative platform that facilitates access to independent licensed healthcare professionals and, where applicable, prescription fulfillment through independent licensed pharmacies. Clinical services are provided by independent professional medical entities, and prescription medications are dispensed by independent pharmacies.

Please review this Refund & Cancellation Policy carefully before purchasing services or products through Lunera Health.

1. CANCELLATION BEFORE CLINICAL REVIEW

If you request cancellation before a healthcare professional has begun reviewing your consultation or clinical intake, you may contact Lunera Health customer support to request cancellation.

If the consultation has not yet been reviewed and no other non-refundable service has been performed, the applicable amount may be eligible for a refund.

Cancellation requests should be submitted as soon as possible because clinical review may begin shortly after submission of your information.

2. CONSULTATION FEES

Fees associated with a medical consultation compensate the independent healthcare professional for reviewing the information you provide and performing the applicable clinical service.

Once a healthcare professional has begun or completed the clinical review or consultation, the consultation fee is generally non-refundable, regardless of whether:

• you are determined to be eligible for treatment;
• the healthcare professional determines that a prescription is not medically appropriate;
• additional information, laboratory testing, or another form of consultation is required; or
• you decide not to proceed with a recommended treatment.

Payment for a consultation does not guarantee that a prescription will be issued or that any particular treatment will be recommended.

Clinical decisions, including whether treatment or a prescription is medically appropriate, are made exclusively by the independent healthcare professional.

3. PRESCRIPTION MEDICATIONS

Prescription medications are prescribed only when an independent licensed healthcare professional determines that treatment is medically appropriate. Prescription medications are dispensed by independent licensed pharmacies.

Once a prescription has been transmitted for fulfillment and the pharmacy has begun processing or dispensing the medication, the medication order may not be cancelled or refunded except where required by applicable law or permitted under the applicable pharmacy’s policies.

Because prescription medications are prepared or dispensed for an individual patient, dispensed prescription medications generally cannot be returned for resale or reuse.

Lunera Health cannot guarantee that a pharmacy will be able to cancel an order after pharmacy processing has begun.

4. DAMAGED, DEFECTIVE, INCORRECT, OR LOST ORDERS

If your order arrives damaged, defective, incorrect, or with missing contents, please contact Lunera Health customer support promptly after receiving the shipment.

We may request photographs, packaging information, shipping information, or other documentation reasonably necessary to investigate the issue.

Lunera Health will coordinate with the applicable pharmacy or fulfillment provider, as appropriate, to review the matter and determine whether a replacement, reshipment, refund, or other resolution is available.

If a shipment appears to have been lost in transit, please contact customer support so the shipment can be investigated with the applicable pharmacy, fulfillment provider, or carrier.

Any replacement, reshipment, or refund remains subject to applicable law and the policies of the pharmacy or other party responsible for fulfillment.

5. SHIPPING & DELIVERY

Shipping and delivery estimates are estimates only and are not guaranteed.

Delivery may be affected by pharmacy processing times, prescription verification, medication availability, carrier delays, weather, holidays, incorrect or incomplete shipping information, and other circumstances outside Lunera Health’s reasonable control.

Once an order has been transferred to a shipping carrier, delivery is subject to the carrier’s operations and policies.

If you believe your shipment is delayed, lost, or incorrectly delivered, please contact Lunera Health customer support for assistance.

6. LABORATORY OR DIAGNOSTIC SERVICES

If laboratory or diagnostic services are purchased or arranged through the Platform, cancellation and refund eligibility may depend on whether the applicable laboratory order or service has already been initiated or performed.

Once a laboratory or diagnostic service has been performed, the applicable charge is generally non-refundable, subject to applicable law and the policies of the laboratory or diagnostic provider.

7. REFUND PROCESSING

If a refund is approved, it will generally be issued to the original payment method used for the transaction.

After a refund has been processed, the time required for the credit to appear in your account depends on your financial institution or payment provider.

Lunera Health does not control processing times imposed by banks, card issuers, or other payment providers.

8. PROVIDER & PHARMACY REFUNDS

Independent healthcare professionals, professional medical entities, pharmacies, laboratories, and other third-party service providers may maintain their own cancellation and refund requirements.

Where a charge relates to a service provided by an independent Provider Group or pharmacy, refund eligibility may be subject to the policies of the applicable Provider Group or pharmacy.

Lunera Health may assist with communicating and processing an approved refund where appropriate but does not independently override refund determinations that are the responsibility of an independent Provider Group, pharmacy, or other third-party service provider.

9. CHARGEBACKS & PAYMENT DISPUTES

If you believe you were charged incorrectly, please contact Lunera Health customer support so that we can review the transaction and attempt to resolve the issue.

Initiating a payment dispute or chargeback does not automatically establish eligibility for a refund under this Policy.

Nothing in this Policy limits any rights you may have under applicable consumer-protection or payment-card laws.

10. NO GUARANTEE OF TREATMENT OR PRESCRIPTION

Purchasing a consultation, completing an intake, or submitting a treatment request does not guarantee that you will:

• qualify for treatment;
• receive a prescription;
• receive a particular medication;
• have a prescription fulfilled by a pharmacy; or
• achieve any particular clinical outcome.

A healthcare professional may determine, based on independent professional medical judgment, that treatment is inappropriate, that additional information or testing is necessary, or that another form of care should be pursued.

A healthcare professional’s decision not to prescribe medication does not, by itself, mean that a completed clinical consultation is refundable.

11. EXCEPTIONS REQUIRED BY LAW

Nothing in this Policy is intended to limit or waive any refund, cancellation, replacement, or other consumer right that cannot lawfully be limited or waived.

Where applicable law requires a different outcome from this Policy, applicable law will control.

12. CHANGES TO THIS POLICY

Lunera Health may update this Refund & Cancellation Policy from time to time.

When changes are made, the revised Policy will be posted on the Lunera Health website and the “Last Updated” date will be revised accordingly.

Your use of Lunera Health following the effective date of an updated Policy will be subject to the Policy then in effect, to the extent permitted by applicable law.

13. CONTACT US

For cancellation, refund, shipment, or billing questions, please contact:

Lunera Health LLC
7901 4th Street N, Suite 300 St. Petersburg, FL 33702
Email:Info@inbox.joinlunera.com 
Phone: +1 (645) 231-1405
Website: https://joinlunera.com/