Refund policy
PEPTRA
Refund Policy
Effective Date: September 8, 2026
Last Updated: September 8, 2026
This Refund Policy explains when refunds are and are not available for purchases made through Peptra (peptra.com), operated by FRQNCY LLP ("Peptra," "we," "us," or "our"). By using the Platform and making a purchase, you agree to this Policy. This Policy is part of, and incorporated into, our Terms of Service.
1. Prescription and Compounded Medications Are Non-Refundable
For your safety and because of federal and state law, prescription medications and compounded medications cannot be returned, resold, or reused once they have been dispensed and shipped. As a result, all sales of medications are final and non-refundable, except in the limited circumstances described in Section 4 below.
This is standard practice across licensed pharmacies and is required to protect patient safety and preserve the integrity of the medication supply. Please do not ship medications back to us — returned medications cannot be accepted, credited, or reused, and must be disposed of.
2. Consultation and Membership Fees
- Completed consultations. Fees for medical consultations and provider evaluations cover the provider's time and clinical review. Once a provider has reviewed your intake and rendered a clinical decision, the consultation fee is non-refundable, whether or not a prescription is issued. A provider's decision not to prescribe is a completed medical service, not a failure to deliver a product.
- Before review. If you paid for a consultation but a provider has not yet begun reviewing your intake, contact us at support@peptra.com and we will generally refund the consultation fee.
- Membership / program fees. Where a program bundles the consultation with medication, the medication portion is non-refundable once dispensed; any unearned, unused service portion may be refundable at our discretion.
3. Subscriptions and Auto-Renewal
Many Peptra programs renew automatically on a recurring basis.
- Cancel anytime.You may cancel a subscription at any time through your account or by emailing support@peptra.com. Cancellation stops future renewals.
- Timing matters. To avoid being charged for the next cycle, cancel before your next billing date. Because medications are prepared specifically for you, once an order for a renewal cycle has entered processing or has been sent to the pharmacy, that cycle generally cannot be refunded, even if you cancel afterward.
- No partial-period refunds. We do not provide prorated refunds for unused time within a billing period unless required by law.
- Accidental renewal. If you believe you were charged for a renewal in error, contact us within 7 days of the charge and we will review it in good faith.
4. Damaged, Defective, Incorrect, or Lost Orders
We stand behind order accuracy and safe delivery. You may be eligible for a replacement or refund if:
- Your order arrives damaged or with compromised packaging;
- You received the wrong product, dosage, or quantity;
- Your order was lost in transit and confirmed as non-delivered by the carrier; or
- There was a clear processing or billing error on our end (e.g., a duplicate charge).
To qualify, you must contact us within 7 days of delivery (or expected delivery) at support@peptra.com and, where applicable, provide your order number and photos of the item and packaging. Please do not use a product that appears damaged, tampered with, or incorrect.
5. Orders Not Yet Shipped
If you wish to cancel an order that has not yet been sent to the pharmacy for processing, contact us as soon as possible at support@peptra.com. If we can stop the order before it enters processing, we will refund it. Once an order has been transmitted to the pharmacy and compounding/dispensing has begun, it can no longer be canceled or refunded (see Section 1).
6. How to Request a Refund
To request a refund or report an issue:
1. Email support@peptra.com from the email associated with your account.
2. Include your order number, the reason for your request, and any supporting photos.
3. Submit within the applicable window described above.
We aim to respond within 3–5 business days. Approved refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or card issuer.
7. Chargebacks
If you have a concern, please contact us first — we want to make it right. Initiating a chargeback or payment dispute without first contacting us may delay resolution. We reserve the right to dispute chargebacks that are inconsistent with this Policy and to suspend accounts with fraudulent or abusive dispute activity.
8. Eligibility and Discretion
All refunds are subject to verification and to the requirements of applicable law and this Policy. Nothing in this Policy limits any right you may have under applicable consumer-protection law that cannot be waived. Where this Policy and non-waivable law conflict, the law controls.
9. Changes to This Policy
We may update this Refund Policy from time to time. Changes take effect when posted, and the "Last Updated" date will be revised. The Policy in effect at the time of your purchase applies to that purchase.
10. Contact Us
Peptra
FRQNCY LLP
380 South 400 East, Suite 702
Salt Lake City, UT 84111
Email: support@peptra.com
Web: peptra.com
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This document is a template and does not constitute legal advice. Refund and auto-renewal rules for healthcare and subscription services vary by state (including automatic-renewal disclosure and cancellation laws). Have qualified counsel review before publishing.