Cancellation & Refund Policy

This policy explains how to cancel your KAYU Health membership or appointment and when refunds are available. KAYU Health, A Medical Corporation (“KAYU,” “we,” “us”) provides medical services; medications are dispensed by independent, licensed pharmacies. The terms below distinguish between fees we charge for care and charges billed by the pharmacy for your prescription.

Canceling Your Membership

• You may cancel your KAYU membership at any time, for any reason, with no cancellation fee.
• Cancellation takes effect at the end of your current billing period. You retain access to care and your account through that date.
• Membership fees are billed in advance and are non-refundable for the current period once that period has begun, because clinical capacity and provider time are reserved on your behalf.
• To cancel, message your care team in the KAYU portal, email support@kayuhealth.com, or call us during business hours. We confirm every cancellation in writing.

Consultation Fees

• If you cancel or reschedule a scheduled consultation more than 24 hours before the appointment, no fee applies and any consultation fee paid is fully refundable.
• Consultations canceled or rescheduled within 24 hours, or missed without notice (“no-show”), may be charged the full consultation fee to compensate the provider for reserved time.
• Once a consultation has taken place, the consultation fee is non-refundable, as the medical service has been rendered. This is true whether or not a prescription results from the visit - you are paying for the provider’s clinical evaluation, not for a guaranteed prescription.

Medications & Pharmacy Charges

• Medications prescribed through KAYU are dispensed and billed by independent licensed pharmacies. Pharmacy charges are separate from your KAYU membership and consultation fees.
• Because prescription medications are personalized health products prepared or dispensed for you specifically, they cannot be returned or refunded once they have shipped, in accordance with state and federal pharmacy law.
• If your order has not yet shipped, contact us immediately and we will attempt to cancel it before it is filled.
• If you receive a medication that is damaged, incorrect, or defective, contact us within 7 days of delivery and we will work with the pharmacy to arrange a replacement at no additional cost.

How to Request a Refund

To request a refund for an eligible charge, contact us through any of the channels below with your name, the date of the charge, and a brief description of the issue. We review every request individually and respond within 5 business days. Approved refunds are returned to your original payment method within 5 to 10 business days.

Contact

KAYU Health, A Medical Corporation
1106 N La Cienega Blvd, Ste 206, West Hollywood, CA 90069
Email: support@kayuhealth.com