Refund and Cancellation Policy

Overview

Alevoa is a technology platform operated by Media Stock LLC that connects patients with independent licensed providers. Alevoa is not a pharmacy and does not practice medicine. This policy explains when consultation fees, subscription charges, and medication charges can be refunded, and how to cancel.

Alevoa's pharmacy partners are Rush Pharmacy and Epiq Scripts, licensed pharmacies, and its provider network is LocumTele, through which independent licensed providers deliver medical care.

All services are provided on a cash basis. Alevoa and the Medical Groups are not enrolled with Medicare, Medicaid, or any commercial insurance for services provided through the Service.

Consultation fees

If you submit an intake and a licensed provider determines that treatment is not appropriate for you before any medication is dispensed, your consultation fee is refunded in full to the original payment method. Refunds are typically issued within 5–10 business days, depending on your bank or card issuer.

Consultation fees are not refundable once a provider has completed a medical evaluation and issued a prescription, because the clinical service has already been delivered.

Medication

Prescription medications cannot be returned, resold, or restocked once they have been shipped. For that reason, dispensed medication is non-refundable, except in the following cases:

• The pharmacy shipped the wrong medication, strength, or quantity.
• The product arrived damaged, or arrived outside its required temperature range where cold-chain shipping applies.
• The shipment was lost in transit and confirmed as undeliverable by the carrier.

To request a replacement or refund in one of these cases, contact hello@reply.alevoa.com or call +1 830-271-2953 within 7 days of delivery, and include your order reference and photographs of the packaging and product where possible. We will coordinate a replacement shipment or a refund with the pharmacy.

Do not return unused or unwanted medication to Alevoa or to the pharmacy. Dispose of unused medication in accordance with FDA and local guidance, or through a drug take-back program.

Subscription plans

Multi-month plans are billed in advance for the plan period you select. You may cancel at any time through your account or by contacting support before your next fill date. Cancellation takes effect at the end of the current subscription period.

When you cancel a multi-month plan:

• Fills that have already been dispensed or shipped are non-refundable.
• Any prepaid period that has not yet been dispensed is refunded on a pro-rata basis, less any discount applied for committing to the longer plan.
• You will not be billed again after the cancellation takes effect.

Cancelling before your prescription is filled

If you cancel after payment but before the pharmacy has dispensed your medication, you receive a full refund of the medication charge. Contact support as soon as possible; once a prescription enters the pharmacy's fulfillment process it may not be possible to stop it.

Charges you do not recognize

If you see a charge you do not recognize, contact us at hello@reply.alevoa.com before disputing it with your bank. We can usually identify and resolve the charge faster than a dispute process, and a dispute may suspend access to your account while it is under review.

How to reach us

Email: hello@reply.alevoa.com

Phone: +1 830-271-2953

Relationship to other terms

This policy supplements our Terms and Conditions. If there is any conflict between this policy and the Terms and Conditions, the Terms and Conditions control.