Refund & Cancellation Policy

For eligible treatments offered on a recurring monthly basis:

• You may cancel at any time.
• There are no cancellation fees or minimum commitments.
• Cancellation stops future prescription refills and associated recurring charges that have not yet entered pharmacy processing.
• Refills are generally billed approximately 48 hours before the scheduled shipment and are processed automatically.
• Once a refill has been billed and sent to the pharmacy, that treatment cycle is generally non-refundable, except as required by applicable law or otherwise provided in the applicable checkout terms.

Important: To stop an upcoming refill, please request cancellation at least 3 days before your scheduled refill date.

Some treatments are available as prepaid multi-month packages.

• The full package price is collected at the time of purchase.
• Prescriptions are typically dispensed and shipped in monthly installments, although certain medications may be shipped in larger quantities depending on the pharmacy and treatment.
• If you cancel before a later month's prescription has been sent to the pharmacy, you may be eligible for a partial refund covering the portion of the package not yet dispensed.
• Refund eligibility and amounts depend on the status of pharmacy processing and the applicable purchase terms.
• Medication already compounded, dispensed, or shipped is generally not refundable, subject to applicable law and the checkout terms.

For assistance with a multi-month cancellation, contact the Heally Care Team before your next scheduled refill.

Prescription refills are generally billed and submitted to the pharmacy approximately 48 hours before shipment.

To help prevent unwanted refills or charges, please submit your cancellation request at least 3 days before your scheduled refill date.

Once a refill has been billed and sent to the pharmacy, it generally cannot be cancelled.

The Heally Care Team typically contacts patients approximately three days before a scheduled refill. We encourage you to review these reminders and respond promptly if you wish to make changes.

Prescription medications that have already been compounded, dispensed, or shipped are generally non-refundable.

Because prescription medications are prepared or dispensed for individual patients, pharmacies generally cannot accept returned medication for resale or redistribution.

Exceptions may apply for pharmacy errors, shipping issues, applicable checkout terms, or requirements under applicable law.

Following prescription approval, pharmacy fulfillment and shipment generally take 5–10 business days. Delivery timelines are estimates and are not guaranteed.

Patients typically receive shipping and tracking information by text message.

If your medication arrives damaged, is incorrect, is lost in transit, or appears to have been compromised by temperature exposure, please contact the Heally Care Team promptly.

When possible, provide photographs of the package, medication, and any visible damage.

Heally will coordinate with the dispensing pharmacy to evaluate the issue. For qualifying shipping or pharmacy errors, the standard resolution is a replacement at no additional cost, rather than a refund.

Patients are responsible for providing an accurate delivery address, tracking shipments, and making appropriate arrangements to receive time-sensitive or temperature-sensitive medications. Issues caused by an incorrect address or an unavailable recipient may not qualify for a complimentary replacement.

For treatment visits processed through our Heally patient portal:

• Patients are not charged for the clinical visit or provider review unless medication is dispensed.
• If a licensed provider determines that a requested treatment is not medically appropriate, no clinical visit charge will apply.
• If a patient does not complete the visit, no clinical visit charge will apply.
• If payment has already been collected for a visit that does not result in medication being dispensed, the payment will be refunded in accordance with the applicable billing terms.
• Prescription treatment decisions are made by licensed medical providers based on individual clinical circumstances. Scheduling a consultation does not guarantee that medication will be prescribed.

Laboratory orders are subject to the following cancellation conditions:

• Before processing: Laboratory charges are fully refundable if the order is cancelled before the laboratory order has been processed.
• After processing: Once a laboratory order has been processed, laboratory charges are generally non-refundable.
• If you need to cancel a laboratory service, please contact the Heally Care Team as soon as possible.

For the fastest assistance, please contact the Heally Care Team directly by replying to a text message or email you have received regarding your treatment.

This allows the care team to locate your patient record, review the status of your prescription or laboratory order, and assist with your request.

If you need additional assistance, you may also contact Pinnacle Life & Longevity through the contact options available on our website at www.mypll.com.

For your privacy, please avoid sending sensitive medical information through unsecured website contact forms or general business email.

Pinnacle Life & Longevity works with Heally and its affiliated medical providers and pharmacy partners to support patient care and prescription fulfillment.

Patients should also review the terms and privacy information associated with the Heally patient portal:

Pinnacle Life & Longevity may update this policy to reflect changes in available services, pharmacy fulfillment practices, platform procedures, or applicable legal requirements.

The current version will be made available on our website.

For questions about this policy, please contact us through www.mypll.com.