Legal

Refund & Cancellation Policy

Effective Date: August 24, 2026Last Updated: August 24, 2026

Mobile IV Infusions LLC, doing business as ProlongHealth (“ProlongHealth,” “we,” “us,” or “our”), strives to provide a transparent and straightforward experience. Because healthcare services may involve licensed healthcare providers, laboratories, pharmacies, customized orders, medical evaluations, and reserved appointment times, refund eligibility depends on the type of service purchased and the stage at which cancellation occurs.

Please review this policy before purchasing or scheduling a service.

1. Telehealth and Medical Evaluation Services

Requests for telehealth treatment are subject to review by an appropriately licensed healthcare provider.

Payment does not guarantee that a medication will be prescribed or that you will be medically eligible for a requested treatment. Treatment decisions are made by the applicable licensed healthcare provider based on their independent professional judgment.

If a medical evaluation has already been initiated or completed, associated consultation, evaluation, administrative, or other fees that have already been incurred may be non-refundable to the extent permitted by law.

If a provider determines that a requested treatment is not medically appropriate, any refund eligibility will depend on the services already rendered, fees already incurred, and the specific program purchased.

2. Prescription Medications

Once a prescription has been approved and transmitted to or processed by a dispensing pharmacy, the medication portion of an order generally cannot be canceled, returned, exchanged, or refunded except where required by law or where the pharmacy or applicable provider determines otherwise.

Prescription medications are prepared and dispensed for an individual patient and cannot ordinarily be returned for resale or reuse.

ProlongHealth does not guarantee that a licensed healthcare provider will prescribe any particular medication, dose, or treatment.

3. Compounded Medications

Certain services may involve compounded medications when prescribed by an appropriately licensed healthcare provider.

Because compounded medications may be prepared specifically for an individual patient, orders generally become non-refundable once the applicable pharmacy begins processing or compounding the prescription, except where otherwise required by law.

4. Laboratory Testing

Laboratory orders may become non-refundable once a laboratory requisition, testing kit, collection service, or other laboratory service has been ordered, issued, shipped, scheduled, collected, or otherwise initiated.

If laboratory services have not yet been initiated, contact ProlongHealth as soon as possible to determine whether cancellation remains available.

Fees already paid to laboratories, collection facilities, shipping providers, or other third parties may be deducted from any refund where permitted by law.

5. Mobile IV Therapy and In-Person Appointments

Mobile IV therapy and other in-person services require scheduling licensed clinical personnel and reserving appointment time specifically for the patient.

Cancellations More Than 24 Hours Before the Appointment

Appointments canceled more than 24 hours before the scheduled appointment are generally eligible for a refund, less any non-refundable processing or third-party fees that have already been incurred.

Cancellations Within 24 Hours

Appointments canceled within 24 hours of the scheduled appointment may be subject to a $50 late-cancellation fee.

Any additional non-refundable costs already incurred in preparation for the appointment may also be deducted where permitted by law.

No-Shows

If a patient fails to appear for a scheduled appointment, is unavailable when the clinician arrives, or otherwise prevents the service from being performed without providing appropriate notice, ProlongHealth reserves the right to charge up to the full scheduled service amount to the extent permitted by law.

6. Provider or Clinical Cancellation

If an appointment or service must be canceled by the applicable provider or ProlongHealth and cannot reasonably be rescheduled, the patient will generally receive a refund for the portion of the service that was not provided.

7. Shipping

Shipping charges that have already been incurred are generally non-refundable.

ProlongHealth is not responsible for delays caused by carriers, weather, incorrect addresses supplied by the customer, or other circumstances outside our reasonable control.

If an order is lost or damaged during shipment, contact us so the matter can be reviewed with the applicable pharmacy, laboratory, fulfillment provider, or carrier.

Do not discard damaged packages or products until instructed to do so, as photographs or other documentation may be required.

8. Memberships and Recurring Services

If ProlongHealth offers a subscription, membership, or recurring treatment program, cancellation prevents future eligible recurring charges after the cancellation becomes effective.

Cancellation does not automatically provide a refund for services, medical evaluations, laboratory orders, prescriptions, medications, shipments, or other benefits that have already been provided, initiated, processed, or incurred.

Any program-specific terms presented at enrollment will also apply.

9. Changing or Discontinuing Treatment

A patient's decision to stop using a medication or discontinue a treatment after it has been prescribed, processed, dispensed, shipped, or otherwise provided does not automatically qualify the order for a refund.

Patients experiencing side effects or medical concerns should follow the clinical instructions provided by their healthcare provider and seek appropriate medical attention when necessary.

10. Promotions, Discounts, and Coupons

Promotional offers, coupons, discounts, and credits have no cash value unless otherwise required by law.

Refunds for purchases made using a discount will not exceed the amount actually paid by the customer.

11. Duplicate or Incorrect Charges

If you believe you were charged incorrectly or more than once for the same transaction, contact ProlongHealth promptly so we can investigate.

Verified billing errors will be corrected as appropriate.

12. Refund Processing

Approved refunds will generally be returned to the original payment method.

Processing times vary depending on the payment processor and financial institution. After ProlongHealth issues an approved refund, additional time may be required before the funds appear in your account.

13. Third-Party Services

Certain healthcare, laboratory, pharmacy, payment, shipping, or other services may be performed by independent third parties.

Refunds involving those services may be subject to the applicable third party's policies, contractual obligations, and applicable law.

Nothing in this policy is intended to limit refund, cancellation, or other consumer rights that cannot legally be waived.

14. Chargebacks and Billing Questions

We encourage customers to contact ProlongHealth first if there is a question or concern regarding a charge so that we have an opportunity to investigate and resolve the issue.

Nothing in this section limits any rights available to consumers under applicable law or through their financial institution.

15. Changes to This Policy

ProlongHealth may update this Refund & Cancellation Policy periodically.

Changes will be posted on ProlongHealth.ai with an updated “Last Updated” date. The policy applicable to a transaction will generally be the policy in effect when that transaction occurred, except where applicable law requires otherwise.

16. Contact Us