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Billing and Refund Policy

Last Updated: [December 15th, 2025 ]

1) Scope & Who This Applies To

This Refund & Billing Policy (“Policy”) applies to all fees paid to KZ Wellness, PLLC for our services, and any add-on programs billed by KZ Wellness, PLLC.

  • Medication costs (e.g., GLP-1/GIP prescriptions) are billed separately by pharmacies (such as Eli Lilly Digital Pharmacy) and are not covered by this Policy.
  • Behavioral health therapy costs are billed separately by the Shoreline Therapy Center and are not covered by this Policy.
  • Payments are processed by Stripe, our third-party payment processor.
2) Key Definitions
  • “Subscription” means KZ Wellness, PLLC’s monthly membership.
  • “Billing Cycle” means the recurring period (usually monthly) on which you are charged your Subscription fee.
  • “Payment Method” means the card you keep on file and authorize us to charge via Stripe.
3) General Principles
  • Subscription fees are typically non-refundable. Your membership provides ongoing access to telehealth visits, prescription management and secure messaging, plus nutrition/exercise guidance, for the duration of the Billing Cycle.
  • Cancelling stops future renewals; it does not automatically trigger a refund for charges already processed.
  • We may issue a refund or credit at our discretion in limited circumstances (see Section 4). A one-time refund or credit does not create an obligation to grant future refunds/credits.
4) When We May Issue a Refund or Credit

Subject to review, KZ Wellness, PLLC may approve a refund or account credit when any of the following occurs:

  1. Duplicate charge or billing error caused by KZ Wellness, PLLC or Stripe.
  2. Service not delivered due to a KZ Wellness, PLLC platform outage that prevented you from using any membership benefit for a material portion of the Billing Cycle.
  3. Unauthorized transaction confirmed by Stripe and/or KZ Wellness, PLLC after investigation.
  4. Cooling-off accommodation (rare): At KZ Wellness, PLLC’s discretion and only if no services were used after a renewal within the current cycle.
5) Non-Refundable Items
  • Subscription fees already billed for the current Billing Cycle (except as noted in Section 4).
  • Medication costs and pharmacy charges (billed by the pharmacy, not KZ Wellness, PLLC).
  • Labs or third-party services you choose to purchase (billed by those vendors).
  • Promotional discounts or limited-time offers (no retroactive price adjustments).
6) Cancellations
  • You can cancel anytime by emailing kzwellness@kzwellnesspllc.com or messaging us thru the patient.
  • Cancellation is effective at the end of your current Billing Cycle unless we confirm otherwise in writing.
  • After cancellation, access to the Platform and care team will end when the current cycle concludes.
7) Payment Declines, Outstanding Balances & Collections
  • You authorize KZ Wellness, PLLC, PLLC to store and charge your Payment Method for recurring Subscription fees.
  • If a charge is declined, we may retry the card and/or request an updated Payment Method.
  • Past-due balances may be charged to any Payment Method on file.
  • If your account remains unpaid, services may be suspended and the account may be referred to collections. You agree to pay reasonable costs of collection, including collection agency fees and attorneys’ fees, as permitted by law.
8) How to Request a Refund Review

Email kzwellnesspllc@kzwellness.com

  • Full name and account email
  • Date and amount of the charge
  • Last 4 digits of the card used
  • Reason for your request and any supporting documentation (e.g., duplicate charge screenshot)

We’ll review and respond. If approved, refunds are returned to the original Payment Method. Stripe’s processing times vary by bank/issuer.

9) Chargebacks

If you dispute a charge with your card issuer (a “chargeback”), we may pause your access while the dispute is investigated. Please contact us first—we can usually resolve billing issues faster than a bank dispute.

10) Price Changes

Subscription pricing may change over time. If your membership lapses or is terminated for non-payment and you later re-enroll, current rates will apply.

11) Stripe & Your Data

We use Stripe for secure payment processing. By paying KZ Wellness, PLLC, you agree to Stripe’s terms and privacy practices. Stripe may place temporary authorizations/holds to validate your card. We do not store full card numbers on KZ Wellness, PLLC systems.

12) Contact
13) Changes to This Policy

We may update this Policy periodically. The latest version will always be posted on our website with the “Last Updated” date above. Continued use of our services constitutes acceptance of the updated Policy.