Refund & Return Policy — True L.I.O. Health & Wellness

Effective date: October 16, 2026

True L.I.O. Health & Wellness ("True L.I.O.") provides medical services and prescription medications through licensed providers and a licensed pharmacy partner. Because prescription medications are prepared for one patient only, some of our rules are stricter than a regular store's. This policy explains exactly what can and cannot be refunded or returned. Questions: info@truelio.health or (305) 918-2541 — we respond within two business days.

1. Prescription medications cannot be returned

Once any of the following has happened, a prescription medication or compounded product cannot be returned or refunded:

• A licensed provider has issued the prescription;
• Our pharmacy partner has processed, dispensed, or shipped the medication; or
• The medication has left the pharmacy's control.

Federal and state pharmacy safety law does not allow returned or refused medication to be re-dispensed. Returned or refused shipments are destroyed as the law requires. Prescription medications cannot be reshipped under any circumstance.

2. Cancelling a prescription order

A prescription order can be cancelled only if BOTH are true:

• No prescription has been issued yet; and
• The pharmacy has not begun processing the order.

Once provider review begins or the pharmacy starts processing, the order is final. Eligible cancellations may be charged an administrative or processing fee. Payment for consultations, medical reviews, and care coordination pays for a licensed provider's professional time and is non-refundable once those services have been performed.

3. Damaged, defective, or incorrect items

Report any damaged, defective, or incorrect medication within 48 hours of confirmed delivery. Email photos of the packaging, the product, and the shipping label to info@truelio.health. We review verified claims with the dispensing pharmacy and resolve them as pharmacy law allows, which may include replacement where clinically and legally appropriate. If you do not report within 48 hours, the order is treated as accepted as delivered.

4. Non-prescription products

Unopened products: Unopened, non-prescription wellness products (supplements, detox kits, merchandise, and similar items) may be returned within 14 days of receipt for store credit. Original shipping is non-refundable, and return shipping is the customer's responsibility.

Opened products: For health and safety reasons, opened supplements, opened skincare products, and any product with a broken tamper-evident seal cannot be returned or refunded.

How to return: Email info@truelio.health within the 14-day window to request return authorization before shipping anything back. Returns sent without authorization may not be processed.

5. In-person services and appointments

Completed services: In-person service fees — including body sculpting, injectables, IV therapy, microneedling, and similar treatments — are non-refundable once the service has been rendered. Results vary from person to person, and dissatisfaction with results is not grounds for a refund.

Appointment cancellations: Cancel at least 24 hours before your appointment and any deposit is refunded in full. Cancellations within 24 hours may forfeit the deposit. No-shows without notice may be charged a no-show fee.

Prepaid packages: Unused sessions from a prepaid package may be refunded on a pro-rated basis at our discretion, minus an administrative fee equal to the difference between the package rate and the standard per-session rate for sessions already used. Expired and promotional packages may be non-refundable.

6. Programs, memberships, and recurring charges

Fees for structured programs, memberships, and care plans are non-refundable once services under the program have started. This includes intake, lab orders, provider review, and any clinical visit or coaching session.

You may cancel future recurring charges at any time through your account or by emailing info@truelio.health. Cancelling stops future billing under the program's terms; it does not refund amounts already billed except as this policy states.

App and digital subscriptions are non-refundable once access has been provided; cancelling stops future renewals only.

Points, rewards, and membership benefits have no cash value and are not refundable.

7. Shipping and delivery

Shipping and handling charges are non-refundable once an order has shipped. Customers are responsible for accurate shipping information; returned shipments caused by an incorrect or incomplete address, a refused delivery, or an unclaimed package may incur reshipping fees. True L.I.O. is not responsible for delivery delays caused by carriers, weather, or circumstances beyond our control.

8. No guaranteed outcomes

Medical and aesthetic results vary by individual and cannot be guaranteed. Dissatisfaction with results, perceived effectiveness, or treatment progress does not entitle you to a refund.

9. Chargebacks

Please contact us at info@truelio.health before filing a credit card chargeback so we can try to resolve the issue directly. Chargebacks filed for charges that comply with this policy may be disputed and may result in suspension or termination of your account and care.

10. Policy updates

True L.I.O. may update this policy at any time to stay compliant with healthcare regulations and operational standards. The effective date above reflects the most recent revision. Continued use of our services means you accept the current version.