Refund and Cancellation Policy

Veradene is operated by Benchline Health, Inc. This policy is published so you can read it before paying. The version shown to you at checkout is the version that governs your purchase.

1. What Veradene charges for

Veradene charges for two things and nothing else:

• A one-time $99 initial consultation with an independently licensed clinician.
• An optional care plan for patients who choose ongoing care, at one monthly price billed every 3 months with each 90-day supply. The exact price depends on the prescribed treatment, formulation, and dose and is shown before authorization.

Veradene does not dispense or ship medication. If a clinician determines that a prescription is appropriate, it goes to an independently licensed pharmacy. When your care plan includes medication, its cost is part of your plan price. Section 7 explains refunds. Laboratory testing is handled in one of two ways, both explained in section 7: testing charged at checkout, and routine monitoring tests that some plans include.

Veradene is a cash-pay service. It does not bill insurance and does not submit claims to any federal or state healthcare program.

2. The initial consultation

The $99 consultation fee is charged when you complete checkout, before a clinician reviews your intake. You receive a full refund of the consultation fee in any of these circumstances:

• You cancel within 48 hours of payment and a clinician has not yet begun reviewing your intake.
• Your provider determines that treatment through Veradene is not right for you. A clinical decision not to treat you never costs you the consultation fee.
• You are outside a state Veradene serves, or are otherwise ineligible, and this is identified after you paid.
• The consultation is not delivered because of a Veradene or platform failure.
• We haven’t started your care within 14 days of your payment for a reason on our side (for example, your treatment isn’t available yet). We refund your consultation fee automatically; you don’t need to ask.

If your provider determines that you are eligible and you receive a treatment plan and its exact monthly price, the consultation has been delivered and the fee is no longer refundable under this section, whether or not you choose to continue into ongoing care. Paying for a consultation never guarantees a prescription. If you believe your consultation was not properly delivered, contact us and we will review it.

Laboratory testing charged at checkout is refunded in full if your lab is never ordered. Once it’s ordered, that amount is not refunded. See section 7.

3. The care plan

Your care plan renews automatically every 3 months on the same day of the month as your first plan charge, until you cancel. Each charge is three months of your plan price and covers a 90-day supply of your prescribed medication. Your exact recurring total is shown before you authorize the plan. Before each renewal we send you a reminder that states the amount, the date of the charge, and how to cancel.

• You can cancel at any time, for any reason and without explaining why. See section 4.
• Cancellation stops all future charges. If you cancel before a renewal date, you are not charged again.
• Cancellation takes effect at the end of the period you have already paid for, and you keep membership access until then.
• When you cancel, the rest of a paid 3-month period is not refunded, because your 90-day supply has already shipped and you retain access for the full period you paid for. If a membership ends for a reason other than your cancellation, section 5 applies instead and the unused portion is refunded.

If you are charged for a renewal after you cancelled, that is a billing error and is refunded in full under section 8.

Veradene does not offer free trials and does not enroll anyone in a paid plan automatically. You will never be charged for a membership you did not explicitly choose and authorize at checkout.

If Veradene changes membership pricing, we will tell you before the change applies to you, and you will have the opportunity to cancel before any new price is charged.

4. How to cancel

You may cancel at any time online, on the Membership & billing page of your Veradene Account, or by emailing support@veradene.com. Cancelling online takes effect immediately; you do not need to give a reason beyond choosing one from a short list, and there is no retention conversation. An emailed cancellation request is effective on the date we receive it, even if we process it later.

5. If care ends for a reason other than your cancellation

Sometimes a membership ends without you cancelling it. These are the terms in that case:

• If a clinician concludes at a follow-up visit that ongoing Veradene care is no longer appropriate for you, we cancel your membership for you straight away and stop future charges. If you have already been charged for a 90-day period whose supply will not be sent, we refund that charge in full. A period whose supply has already shipped is not refunded.
• If Veradene ends your membership for any reason other than your violation of our Terms & Conditions, including if we discontinue the service or stop serving your state, we refund the unused portion of the current period.
• If you move to a state Veradene does not serve, tell us and we will cancel your membership and refund the unused portion of the current period.

In the last two cases the refund is proportional to the part of the period you did not receive care for. In every case it is issued without you having to ask.

6. Refunds outside these terms

The situations above are the refunds you are entitled to. We may also issue a refund in other circumstances at our discretion, and we would rather resolve a genuine problem than win an argument about it. Contact us and describe what happened.

Nothing in this policy limits a right that applicable law does not permit a business to waive, including any state law that gives you a right to cancel or to a refund.

7. Medication, pharmacy, and laboratory charges

Your clinician prescribes, and a licensed pharmacy dispenses and ships. When your care plan includes medication, its cost is part of your plan price: Veradene arranges and pays for dispensing and shipping, and there is no separate pharmacy bill. Refunds of your plan price, including the medication it covers, follow sections 3 and 5 of this policy.

Laboratory testing charged at checkout is shown as its own line before you pay. It is refunded in full if your lab is never ordered. Once it’s ordered, that amount is not refunded.

Monitoring tests included in a plan. Some treatments need a routine blood test while you take them, for example a testosterone level every 3 months. Where your plan includes one, the plan price covers arranging and paying for that test in each billing period, and it follows the care plan’s terms in sections 3 and 5 like the rest of the plan price. It is not refunded separately for a period in which the test is not completed.

Cancelling your membership stops future plan charges under section 3, including charges for medication included in that plan. It does not change what your clinician has prescribed. If you have questions about a prescription, contact us and we will help you reach the right place.

Prescription medication generally cannot be returned once it has been dispensed or shipped, for safety reasons and under pharmacy law. If medication arrives damaged, altered, or incorrect, do not use it. Contact Veradene immediately so a clinician can advise you, and tell the dispensing pharmacy so it can investigate. If the clinician confirms you should not use it, we send a replacement for that supply at no charge. If we can’t replace it, or the clinician advises you to stop the treatment, we refund that 90-day charge in full instead, even though the supply has already shipped. You receive a replacement or a refund for the same supply, not both. Because your plan has one price, there is no separate refund of a medication portion.

8. Billing errors and duplicate charges

If you see a Veradene charge you do not recognize, a duplicate charge, or a charge after cancellation, contact us before disputing it with your bank. We investigate every reported billing error, and where we find one we refund it in full.

Veradene charges appear on your card statement as VERADENE.

Approved refunds are returned to the original payment method. Refunds are normally issued within three business days of approval; your bank or card issuer may take several additional days to post the credit, which is outside our control.

You always retain the right to dispute a charge with your card issuer. Contacting us first is usually faster, and it lets us fix the underlying problem.

9. Contact

Email support@veradene.com or call (760) 417-4284. Phone: Monday to Friday, 9am to 5pm Pacific. Email and messages: we usually reply within 24 hours, including weekends. To help us find your transaction quickly, include the date of the charge, the amount, and the email address on your account.

Written notices may be sent to 11545 McLennan Ave, Granada Hills, CA 91344.

Never send a full card number, a password, or medical details by ordinary email. See Contact Veradene for the right channel for each kind of request, and Terms & Conditions for the full agreement.