Terms of Service

Overview

Gentle Health provides a telehealth platform that connects patients with licensed doctors 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 doctor 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 pharmacy. Gentle Health does not manufacture, compound, or dispense medications.

The pharmacy 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 visit happens by phone or 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.

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 doctor available
• Able to provide accurate and complete medical history information

Medical disclaimer

Our doctors make independent medical decisions based on your intake and 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 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 pharmacies.

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 doctor 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. You can cancel your order and your subscription any time before the order is sent to the pharmacy. Once it has been sent, you can cancel your subscription 30 days after the date the order was placed. 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 attend scheduled follow-up visits.
• 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 licensed doctors. We are not responsible for the independent medical decisions made by doctors, nor for the products dispensed by our licensed US pharmacies. 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.