1. Pre-Qualification — No Charge Policy

You are not charged until a licensed provider reviews your intake assessment and issues a prescription. If your provider determines you do not qualify for any reason, your payment method will not be charged and you will receive no invoice. We do not charge for provider reviews that result in a non-prescription determination.

2. Medication — All Sales Final, No Returns

Due to the nature of prescription compounds and compounded medications, all sales are final. Compounded prescriptions cannot be returned or resold once dispensed by the pharmacy. This is required by state pharmacy regulations and federal law governing compounded and controlled substances — it is a pharmaceutical regulation, not merely a business policy — and it applies to all ZENKAI medications, including compounded tirzepatide and all other prescription items.

If you experience an issue with your order — for example, if your medication arrives damaged, incorrect, or unusable — contact our support team within 7 days of receiving your shipment at hello@zenkaihealth.com (photos help), and we will work with our pharmacy partner to resolve it, including replacing damaged or incorrect orders at no cost to you.

3. Subscription Refunds

Monthly subscription fees are non-refundable once a prescription has been issued and medication has shipped for that billing period. This is because the primary cost of each subscription cycle — provider time and compounded medication — has been incurred.

Exceptions where a refund may be issued at ZENKAI's discretion:

• A technical error resulted in a duplicate charge
• Your provider cancelled your prescription before the order was dispatched to the pharmacy
• We are unable to fulfill your order due to supply issues and no substitute is available
• A verified adverse event reported to your provider results in immediate treatment discontinuation within the first 7 days of your first shipment

4. 90-Day Protocol Adjustment Commitment

ZENKAI offers a 90-day protocol adjustment commitment. If you follow your prescribed protocol for 90 days and do not experience measurable progress as determined by your provider, your provider will adjust your protocol — including dosage changes, medication switches, or supplemental recommendations — at no additional cost. This commitment applies to protocol adjustment only; it does not entitle you to a cash refund of subscription fees paid.

To invoke this commitment, you must: (a) have been on your ZENKAI program for at least 90 days, (b) have adhered to your provider's protocol, and (c) contact our care team to initiate a provider review.

5. Cancellation Process

To cancel your subscription:

• Online: Log in to your patient portal and select "Cancel Subscription" from Account Settings
• Email: Send your cancellation request to hello@zenkai.health from your registered email address
• Phone: Call (800) 208-9674 during business hours (Mon–Fri 9am–6pm CT)

Cancellations take effect at the end of your current billing period. You will retain access to your patient portal and care team messaging until the end of the paid period. You will not be charged after your cancellation is processed.

Important: Cancellation does not automatically stop a shipment already in process. If your medication has been dispensed and shipped for the current cycle, that order will be delivered and the charge for that cycle stands.

7. Disputes and Chargebacks

If you believe you have been charged incorrectly, please contact us at hello@zenkai.health before initiating a chargeback with your bank. We resolve billing disputes quickly and a direct resolution is faster than a bank dispute process. Fraudulent chargebacks may result in account termination.