Terms of Service

Overview

Gentle Health provides a telehealth platform that connects patients with licensed clinicians for evaluation and potential prescription of GLP-1 and peptide-based weight management therapies. 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 clinician in your state for evaluation and prescribing
• Ongoing follow-up visits and care team messaging
• Coordination with a licensed US pharmacy for prescription fulfillment

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

Telehealth — what it is and isn't

Your visit happens by phone or video. Your clinician 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.

Before your first visit, you electronically acknowledge a telehealth informed consent and a treatment-specific consent for compounded medications. 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 clinician available
• Able to provide accurate and complete medical history information

Medical disclaimer

Our clinicians make independent medical decisions based on your intake and visit. A prescription is not guaranteed — your clinician 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 request your first medication shipment.

Payments and refunds

Payments are processed securely through Stripe. The intake and the video visit are free — at booking, a card is saved with $0 due. You are first charged only when you request your first medication shipment, which starts your monthly subscription; that payment covers your medication and shipping from our licensed US pharmacy.

Refund policy:

• Before you start medication: nothing is charged — not for the intake, the visit, or holding your booking — so if you are not eligible, your clinician decides treatment is not appropriate, or you cancel, there is no charge and nothing to refund.
• After a shipment 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. Each time you request medication you commit through that supply's coverage window (approximately 10 weeks); you cannot cancel while a current supply window is in effect. Once your current window ends, you may cancel at any time — cancellation 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.

Your responsibilities

• Provide accurate and complete medical information. Inaccurate information may result in unsafe treatment decisions.
• Follow your clinician's dosing instructions and attend scheduled follow-up visits.
• Contact your clinician 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 licensed clinicians. We are not responsible for the independent medical decisions made by clinicians, nor for the products dispensed by our licensed US 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.