kayr / legal
refund policy
How plan cancellation and potential refunds are handled when paid services begin.
scope and current status
KAYR LLC is the merchant of record for Kayr plans when checkout is enabled. This policy addresses plan payments, consultation charges, and prescription orders made through that checkout. Kayr’s public website does not currently accept payment; a purchase is possible only when a functioning payment flow presents the applicable terms and authorization.
A clinical evaluation does not guarantee that a prescription will be issued or that a particular product is available. Medication decisions are made by the treating clinician, and prescriptions are filled by the pharmacy.
cancel or pause
You may request cancellation or a pause at any time through the patient account at get.kayr.co, if that control is available, or by contacting [email protected]. Kayr support manually processes the request and confirms the effective date. Cancellation prevents future plan renewals after it is processed. Kayr cannot guarantee that a shipment will be stopped when the cancellation is received within 24 hours of scheduled shipping.
To avoid the next renewal, submit a cancellation request at least 72 hours before the scheduled billing date. A later request may still be processed, but if that renewal is already in progress it may be charged and the cancellation will take effect at the end of the following billing period. We will confirm the effective date. Applicable law controls where it requires a different result.
medical review and consultation fee
There is no consultation fee for a message-based review. If a video call is required, the $30 consultation fee is charged to the patient only after treatment is approved. If the clinician declines treatment, Kayr covers the cost of the consultation and does not charge the patient a consultation fee. The fee for an approved video consultation is nonrefundable after the consultation is provided, subject to applicable law. A consultation does not guarantee eligibility, a diagnosis, or a prescription.
No treatment-plan payment is processed before clinical approval. If treatment becomes inappropriate after care has begun, contact the clinician before taking additional medication and contact [email protected] about cancellation and any remaining balance.
prepaid periods and orders
A three- or six-month plan is billed in full at the start of the selected interval. Ordinary cancellation stops future renewals but does not refund the current paid period, except where required by law. If the treating clinician later determines you are medically ineligible to continue, Kayr may review the unused portion of the most recent paid billing period for a potential refund, taking account of services provided, medication orders already placed, and applicable law. The monthly price equivalent is informational, not a monthly billing arrangement.
Medication already dispensed generally cannot be returned for resale. The dispensing pharmacy is responsible for shipping and lost-package claims; contact the pharmacy using the information provided with your prescription if a package is lost, damaged, or incorrect. Do not use medication that appears compromised. Pharmacy replacement or refund decisions depend on its findings and applicable law.
billing questions and how to request a refund
Contact [email protected] or (212) 531-6288 with the order reference and a description of the issue. Do not email sensitive medical records or payment card numbers. KAYR LLC will review the request with the treating practice and dispensing pharmacy as needed, communicate a decision, and return approved amounts to the original payment method when possible.
This policy does not limit any nonwaivable consumer rights. Clinical care already provided and completed pharmacy services are distinct from a future renewal.
Legal and privacy inquiries: [email protected].
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