Book Your Consultation

Last updated: September 2026

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This policy applies to all patients enrolled in a Bene Telehealth membership plan (Foundations, Optimize, or Elite) and to all appointments, lab work, and medications ordered through Bene. By enrolling in a membership or booking a visit, you agree to the terms below.

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Membership, Appointment & Refund Policies

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1. Membership Cancellation

• How to cancel: Memberships may be canceled at any time through your patient portal or by emailing support@livebenehealth.com Cancellation requests submitted by phone or in a visit must also be confirmed in writing.

• Effective date: Cancellation takes effect at the end of your current billing cycle. You will retain access to your membership tier (visits, portal messaging, included labs) through the end of that paid period.

• No partial-month refunds: Membership fees are billed monthly (or per your selected term) and are non-refundable for the current billing period once that period has started, including if you cancel mid-cycle or do not use included services.

• Auto-renewal: Memberships renew automatically each billing cycle unless canceled at least 7 business days before the renewal date. Cancellations received after that cutoff will apply to the following cycle.

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2. Appointment Cancellation & No-Shows

• Rescheduling/cancellation window: Appointments may be canceled or rescheduled at no charge up to [24] hours before the scheduled visit time.

• Late cancellation: Cancellations made within [24] hours of the appointment are subject to a $30 late-cancellation fee.

• No-shows: A missed appointment without notice will be charged a $50 no-show fee and will count as a used visit under your membership tier.

• Provider-initiated cancellation: If Bene or your provider cancels or reschedules a visit, no fee applies and you will not lose a visit credit.

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3. Consultation & Visit Fees (Non-Members / One-Time Visits)

• One-time or à la carte consultation fees are due at the time of booking.

• Refunds for a paid consultation are available only if the visit is canceled more than [24] hours in advance, or if Bene is unable to deliver the service (e.g., provider unavailability, technical failure preventing the visit from occurring).

• Once a visit has been conducted, the consultation fee is non-refundable regardless of clinical outcome or treatment decisions made during the visit.

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4. Laboratory Services

• Lab requisition and processing fees are non-refundable once a lab order has been submitted to the laboratory, whether or not you complete the draw.

• If Bene cancels or is unable to fulfill a lab order due to an internal error, the associated fee will be refunded or credited.

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5. Medications (Including GLP-1s, Hormones, Peptides, and Compounded Medications)

Medications are billed separately from membership fees and are subject to additional terms due to their clinical and regulatory nature:

• Before shipment: Medication orders may be canceled for a full refund any time before the pharmacy has filled or shipped the prescription.

• After shipment: Once a medication has been dispensed or shipped by the pharmacy, it is non-refundable and cannot be returned, consistent with federal and state pharmacy regulations governing prescription drugs (this includes all compounded medications, which are prepared specifically for you based on your individual prescription).

• Compounded medications: Because compounded prescriptions are prepared per-patient based on medical necessity, they cannot be resold or restocked and are final sale once compounded, regardless of shipment status.

• Damaged, incorrect, or defective shipments: If you receive a damaged, incorrect, or defective medication shipment, contact us within 2 days of delivery for a replacement or refund at Bene's discretion.

• Pharmacy denials: If a pharmacy is unable to fill a prescription for reasons outside Bene's control, you will be refunded for that specific order only (membership fees are unaffected).

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6. Clinical Judgment & Treatment Changes

Refunds are not issued based on dissatisfaction with a clinical recommendation, a change in treatment plan, or a provider's determination that a requested medication or service is not clinically appropriate. Bene providers exercise independent medical judgment, and fees paid reflect access to clinical evaluation and care, not a guaranteed outcome or specific prescription.

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7. Technical Issues

If a scheduled telehealth visit cannot be completed due to a verified platform or technical failure on Bene's end, the visit will be rescheduled at no charge or refunded, at the patient's choice. Technical issues on the patient's end (e.g., unstable internet, unavailable device) are treated as a late cancellation or no-show per Section 2.

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8. How Refunds Are Issued

Approved refunds are issued to the original payment method within [5–10] business days. Bene reserves the right to issue account credit in lieu of a refund where appropriate (e.g., partial service issues).

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9. Changes to This Policy

Bene may update this policy from time to time. The version in effect at the time of your enrollment or purchase governs that transaction; continued use of Bene's services after an update constitutes acceptance of the revised policy.