Terms of Service

Overview

Gentle Health provides a telehealth platform that connects patients with a licensed doctor for evaluation and potential prescription of GLP-1 weight management medication: compounded medication, or a brand-name medicine you buy from its maker's own pharmacy. By using our services, you agree to these terms.

What we provide

Gentle Health is a telehealth platform, not a pharmacy. We provide:

• A structured medical intake to screen for treatment eligibility
• Access to a licensed doctor in your state for evaluation and prescribing
• Ongoing follow-up: a progress check-in your doctor reviews before each refill, messaging with your doctor, and video visits when you want one
• Sending your prescription to a licensed US pharmacy: the pharmacy that fills it, or, for a brand-name medicine, the maker's own pharmacy

All medications are dispensed by a licensed US pharmacy. Gentle Health does not manufacture, compound, or dispense medications.

The pharmacy that fills a compounded prescription holds the pharmacy license or permit required to dispense to patients in each state where we operate. We keep copies of these licenses and permits on file and will provide them on request — contact support@gentle.health.

Telehealth — what it is and isn't

Your care happens online. Where your state allows it, your doctor reviews your written intake without a live visit; where your state requires one, or you or your doctor want one, you meet by video. Your doctor cannot perform a physical exam, draw labs, or examine you in person. Telehealth is not appropriate for every condition or situation.

You may decline telehealth and seek in-person care at any time — including before your first visit, after your visit, or mid-treatment. We do not require an explanation, and declining does not affect your ability to receive any refund you are otherwise owed under our refund policy.

Emergencies. If you experience a medical emergency, severe side effects, signs of an allergic reaction, severe abdominal pain, or symptoms you are worried about, call 911 or go to the nearest emergency room. Do not wait for a reply from our care team. We are not staffed as an urgent-care or emergency service.

Where your state's law requires it, before your doctor's first review you electronically affirm the documents that law asks for, such as a consent to telehealth. Those records are retained as part of your medical record.

Eligibility

To use our services, you must be:

• At least 18 years of age
• Located in a state where we have a licensed doctor available, and physically there when you receive care
• Able to provide accurate and complete medical history information

Medical disclaimer

Your doctor makes independent medical decisions based on your intake and, where there is one, your video visit. A prescription is not guaranteed — your doctor may determine that GLP-1 therapy is not appropriate for you based on your medical history, current medications, or other clinical factors.

If you are not eligible for treatment, you are not charged — nothing is billed before you start treatment: your first medication order for compounded medication, or your doctor's prescription for brand-name care.

Payments and refunds

Payments are processed securely through Stripe. The intake and your doctor's first review or visit are free. For compounded medication, you are first charged only when you request your first medication shipment, which starts your monthly subscription; that payment covers your medication, your doctor's care, injection supplies where you need them, and refrigerated shipping. No sales tax is added.

Brand-name care: if your doctor prescribes a brand-name medicine (Wegovy, Zepbound or Foundayo), your monthly subscription pays for your doctor's care only. You are first charged when your doctor writes the prescription, or, if you chose to pay after your doctor's review, when you come back to pay. You buy the medicine itself from the maker's own pharmacy (NovoCare Pharmacy or LillyDirect) at its price, and pay that pharmacy directly: we don't sell, ship or set the price of brand-name medicine. There is no minimum commitment: you can cancel any time.

Refund policy:

• Before you start treatment: nothing is charged — not for the intake or your doctor's review or visit — so if you are not eligible, your doctor decides treatment is not appropriate, or you cancel, there is no charge and nothing to refund. Brand-name care starts when your doctor writes the prescription.
• After an order or prescription is sent to the pharmacy: refunds are handled on a case-by-case basis. Contact us at support@gentle.health.

Subscription & cancellation: ongoing treatment is a recurring monthly subscription. Your first payment is charged when your subscription starts, and each later payment on the same date every month (or the last day of a shorter month). For compounded medication, there is a two-month minimum commitment: after your first payment, you must make one more monthly payment before you can cancel, and after each refill, you can cancel 30 days after the date you requested it. Brand-name care has no minimum and no wait. Whenever you cancel, it takes effect immediately and stops future billing, but the remainder of the current billing month is not refunded. You can restart later by requesting medication again, which begins a new subscription and a new charge.

Plan changes: if your doctor prescribes a different medication, dose or monthly price, it does not change your billing until you have accepted the new terms — either in advance, when you asked for the change, or on your account before your next order. Accepting never charges you that day. Your next bill, on your usual billing date, is the new monthly amount, and your subscription continues at that amount from then on. Part-months are never charged or credited for a change.

Your responsibilities

• Provide accurate and complete medical information. Inaccurate information may result in unsafe treatment decisions.
• Follow your doctor's dosing instructions and complete the progress check-in before each refill.
• Contact your doctor or seek emergency care if you experience serious side effects.

Privacy

Your use of our platform is also governed by our Notice of Privacy Practices, which describes how we use and disclose your protected health information and your rights under HIPAA.

Limitation of liability

Gentle Health provides a platform for connecting patients with a licensed doctor. We are not responsible for the independent medical decisions made by your doctor, nor for the products dispensed by the licensed US pharmacy that fills your prescription, including a brand-name medicine you buy from its maker's pharmacy. Our liability is limited to the amount you paid for services.

Changes to these terms

We may update these terms from time to time. Material changes will be communicated via email to active users. Continued use of the platform constitutes acceptance of updated terms.

Contact us

For questions about these terms, contact us at support@gentle.health, or text or call (501) 274-1300.