Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy describes the general framework that may apply to eligible Lumiva Health purchases, plans, services, and orders.

Specific products, services, plans, or third-party services may have additional cancellation, return, or refund terms. Any material terms applicable to a particular purchase should be presented before the order is completed.

2. Before Completing an Order

Please carefully review your selected plan, price, contact information, shipping information, and other order details before completing a purchase.

You are responsible for providing accurate information, including the recipient name, telephone number, shipping address, city, state or region, postal code, and country where applicable.

3. Order Cancellation

If you need to cancel an order, contact Lumiva Health as soon as reasonably possible through the Contact Us page.

Whether an order can be cancelled may depend on its current processing status, whether services have already begun, whether fulfillment or shipment has started, and other applicable requirements.

A cancellation request does not guarantee that an order can be stopped after processing or fulfillment has begun.

4. Recurring Plan Cancellation

If Lumiva Health makes a recurring or subscription-based plan available, customers may request cancellation of future renewals using the cancellation method made available for that plan.

Applicable billing frequency, recurring charges, renewal terms, and cancellation information should be disclosed before enrollment in a recurring plan.

Cancellation of a recurring plan generally stops future renewals. It does not automatically create a refund for charges already incurred, services already provided, or orders already processed, except where required by applicable law or expressly stated otherwise.

5. Refund Eligibility

Refund eligibility may depend on the type of product, plan, or service purchased and the status of the applicable order or service.

Factors that may affect refund eligibility include whether:

• The order has already been processed or fulfilled
• A physical product has already been shipped or delivered
• A requested professional service has already been provided
• A third-party provider has already performed or incurred non-refundable services
• The request is otherwise subject to applicable legal, operational, or product-specific requirements

6. Physical Products and Delivery

Where a purchase involves physical delivery, refund, return, or replacement eligibility may depend on the type of product, its condition, applicable safety requirements, fulfillment status, and applicable law.

Certain products may not be eligible for return after shipment or delivery where return restrictions are necessary for safety, integrity, regulatory, or other legitimate reasons.

Do not send products back without first receiving applicable return instructions.

7. Incorrect Shipping Information

Customers are responsible for reviewing shipping information before an order is completed.

If you discover an error in your shipping information, contact Lumiva Health as soon as possible. We cannot guarantee that a shipping address can be changed once an order has entered processing or fulfillment.

8. Damaged, Incorrect, or Delivery Issues

If an eligible physical order arrives damaged, appears incorrect, or has another delivery-related issue, contact Lumiva Health promptly through the Contact Us page and provide sufficient order information for the issue to be reviewed.

Additional information or reasonable documentation may be requested when necessary to evaluate the issue.

9. Health and Professional Services

Fees associated with health-related consultations, professional services, laboratory services, fulfillment services, or other healthcare-related services may be subject to separate cancellation or refund conditions.

Where a service has already been performed or a third-party provider has already incurred applicable costs, some or all of the related charge may not be refundable, subject to applicable law and the terms disclosed for that service.

10. Payment Processing

When live payment processing is enabled, refunds that are approved may be returned through the applicable original payment method or another lawful method where appropriate.

Processing time after an approved refund may depend on the payment provider, financial institution, and payment method.

11. Duplicate or Incorrect Charges

If you believe an order or payment was duplicated or charged incorrectly, contact us with the relevant order details so the transaction can be reviewed.

Please do not send complete payment card numbers, account passwords, or other unnecessary sensitive information through the Contact Us form.

12. How to Request Cancellation or Refund Assistance

Requests should be submitted through the Lumiva Health Contact Us page.

To help us review your request, please provide information such as:

• Your account email address
• The applicable order ID, when available
• A brief description of the issue or request
• Other reasonably necessary information requested to review the matter

Do not include complete payment card numbers, passwords, or unnecessary sensitive health information in your message.

13. Applicable Law

Nothing in this policy is intended to limit cancellation, refund, return, or other consumer rights that cannot lawfully be limited or waived under applicable law.

14. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time to reflect changes in our products, services, fulfillment processes, payment systems, or applicable requirements.

The updated policy will be posted on this page with a revised "Last updated" date.