Refund Policy

Visit Credits

• For missed, canceled, or unsuccessful visits (defined as visits that did not get completed for technical reasons), no cash refund will be issued to your original payment method. Instead, a credit for one visit will be added to your account, which can be applied to your next scheduled service.

• Credits issued must be applied to your next scheduled service. All credits expire 12 months from the date of issuance — if your next service is not scheduled and completed within that window, the credit will expire and cannot be reinstated.

• Unused credits that have expired cannot be used, applied for, or reinstated after the expiration period.

• You can receive a maximum of 3 visit credits per year (within any 12-month period).

Pharmacy & Prescriptions

• Medivira is not responsible for any delay or inability to obtain a prescription from your local pharmacy (for example, if medication is not in stock or the pharmacy refuses to dispense it for any reason) after the prescription was sent by the provider. Please TEXT us at [insert number] immediately if this happens and we may be able to contact your pharmacist and resolve the issue.

Cash Refunds

Cash refunds to your original payment method are only issued in the following circumstances:

• Billing error — You were charged an incorrect amount or charged more than once for the same service.

• Unauthorized charge — A charge was made to your payment method without your authorization.

All other situations, including missed, canceled, or unsuccessful visits, will be handled through visit credits as outlined above.

To request a cash refund, please contact our Customer Support team with your name, date of service, and a description of the issue. Approved refunds may take 3 days to process and 3–7 business days to appear on your original payment method.

Medivira reserves the right to:

• Issue an exception to this policy based on specific circumstances as deemed appropriate.