Terms of Service

1. Medical Emergency Notice

Our services are for non-emergency care only. If you believe you are experiencing a medical emergency, call 911 immediately or go to the nearest emergency room.

2. Eligibility and Account Requirements

• You must be at least 18 years old.
• You must provide accurate and complete information.
• You must maintain the confidentiality of your account credentials.
• You must be located in a U.S. state where services are available.

We may suspend or terminate access if account information is inaccurate, fraudulent, or used in violation of these Terms.

3. Scope of Services

Prime Health HRT Solutions coordinates telehealth experiences, intake, ordering workflows, and patient support. Clinical decisions are made by licensed medical providers using independent medical judgment. Pharmacy fulfillment and laboratory processing are performed by third-party licensed partners.

Use of our platform does not guarantee a prescription, treatment approval, or any specific clinical outcome.

4. Telehealth and Electronic Consent

By using our services, you consent to telehealth communications and electronic records, including secure portal messages, email notices, and other digital communications related to your care and account.

You are responsible for maintaining access to your email, phone, and account notifications.

5. Privacy and HIPAA

We apply administrative, technical, and physical safeguards designed to protect personal and health-related information. Where required by law, protected health information is handled in compliance with HIPAA and applicable U.S. privacy laws.

Your information may be shared with authorized providers, pharmacies, laboratories, payment processors, and service providers only as needed to deliver services, comply with law, prevent fraud, and operate the platform. For details, see our Privacy Policy.

6. Orders, Starting Fee, and Final Approval Payment

Treatment checkout may include a starting fee due at checkout and a remaining treatment balance due only after medical approval and your payment authorization in the portal.

• Due Today: Initial starting fee collected at checkout.
• Due After Approval: Remaining program balance collected only after clinical approval and required patient actions.
• Order Total: Due Today plus Due After Approval.

You authorize us and our payment partners to store your payment method token securely for future authorized charges. Card data is processed by PCI-compliant payment processors (including Stripe); Prime Health HRT Solutions does not store full card numbers.

7. Clinical Approval and Treatment Requirements

Before treatment can proceed, patients may be required to complete intake forms, required labs, and provider review steps. Providers may deny treatment, request additional information, or recommend a different care path based on safety and clinical appropriateness.

We may delay or cancel fulfillment if required compliance steps are incomplete.

8. Refund and Cancellation Policy

• If treatment is denied after required steps are completed in good faith, the initial starting fee is refundable.
• Once treatment is medically approved and operational services begin, fees already incurred are non-refundable.
• Lab upgrade fees and advanced lab processing fees are non-refundable once ordering or processing begins.
• Prescription medications are generally non-returnable and non-refundable once dispensed or shipped, except where required by law.

Any approved refund is issued back to the original payment method unless otherwise required by law.

9. Pharmacy, Lab, and Shipping Terms

Medication fulfillment and lab services are provided by third-party partners. Shipping timelines are estimates and may vary due to provider review, pharmacy operations, lab processing times, supply constraints, or carrier delays.

You are responsible for providing accurate shipping information and promptly reporting delivery issues.

10. Patient Responsibilities

• Provide truthful medical and billing information.
• Follow provider instructions and medication guidance.
• Attend required follow-up and monitoring activities.
• Keep payment information up to date for authorized charges.

11. Prohibited Use

You may not misuse the platform, interfere with security controls, attempt unauthorized access, submit fraudulent information, or use the service in violation of law.

12. Intellectual Property

Site content, branding, software, and platform materials are owned by Prime Health HRT Solutions or its licensors. No ownership rights transfer to users through platform access.

13. Disclaimers and Limitation of Liability

Services are provided on an "as is" and "as available" basis to the maximum extent permitted by law. Prime Health HRT Solutions disclaims warranties not expressly stated in writing.

To the extent permitted by law, Prime Health HRT Solutions is not liable for indirect, incidental, consequential, special, or punitive damages arising from use of the platform or third-party partner services.

14. Dispute Resolution

Any dispute arising from these Terms will first be addressed through good-faith informal resolution. If unresolved, disputes will be resolved by binding arbitration on an individual basis unless prohibited by applicable law.

Class or representative actions are waived to the extent permitted by law.

15. Changes to Terms

We may update these Terms from time to time. Updated Terms become effective when posted to this page. Continued use of services after updates means you accept the revised Terms.

16. Contact

For questions about these Terms, contact: support@primehealthhrt.com