Refund Policy
When you purchase services through Fern Health (operated by Enveda Health Inc., “Fern Health,” “we,” “us,” or “our”), your payment covers two components bundled together: (1) access to the Fern Health telehealth platform and clinical services, including clinical review and related services, and (2) if prescribed and fulfilled, prescription medication dispensed and shipped by our pharmacy partner. Because clinical and platform services begin after purchase and prescription medications cannot be returned, reused, or restocked once dispensed, except as expressly set forth below, all fees charged by Fern Health are non-refundable.
1. All Sales Are Final
EXCEPT AS EXPRESSLY SET FORTH IN SECTION 3 BELOW AND TO THE EXTENT PERMITTED BY APPLICABLE LAW, ALL FEES AND CHARGES PAID TO FERN HEALTH — INCLUDING FEES FOR PLATFORM ACCESS, CLINICAL SERVICES, AND PHARMACY SERVICES — ARE NON-REFUNDABLE IN WHOLE OR IN PART, REGARDLESS OF WHETHER OR WHEN YOU USE THE SERVICES.
By completing a purchase on tryfern.com, you acknowledge and agree that:
- Your payment covers both telehealth platform access and pharmacy fulfillment services that are initiated at the time of purchase.
- Prescription medications cannot be returned or restocked once dispensed, pursuant to applicable federal and state pharmacy laws.
- Clinical review services are performed by licensed clinicians upon submission of your visit and cannot be reversed.
- No refund will be issued for clinical review, platform access, or related service fees if your clinician determines that a prescription is not medically appropriate for you, or if you are found ineligible for treatment through the Services.
2. Subscriptions
Certain Fern Health services are offered on a subscription basis. Your payment method will be automatically charged at the frequency described during checkout. You may cancel your subscription at any time before the next billing date as indicated in your account settings; however, subject to any rights required by applicable law, no refund will be issued for any billing period already charged, including partial-period cancellations. Cancellation of a subscription stops future charges only.
3. Limited Exceptions
Fern Health may, in its sole discretion, issue a credit or refund only in the following narrow circumstances:
- Duplicate charge: You were charged more than once for the same order due to a billing or technical error.
- Pharmacy non-fulfillment: Your prescription was not dispensed or shipped by our pharmacy partner through no fault of your own (e.g., the medication was out of stock and no substitute was available), in which case any refund or credit will be limited to the medication or pharmacy portion of the applicable charge and will not include clinical review, platform access, or other services already rendered.
Requests for a credit or refund under this section must be submitted in writing to support@tryfern.com within 30 days of the charge in question. Fern Health will review the request and notify you of its determination. All decisions are made in Fern Health’s sole discretion and are final.
4. Chargebacks
By accepting this policy, you agree to contact Fern Health at support@tryfern.com to resolve any billing dispute before initiating a chargeback with your financial institution. To the extent permitted by applicable law, initiating a chargeback without first contacting us may result in suspension or termination of your account and access to the Services, except where the chargeback relates to unauthorized use, fraud, or another billing dispute right that cannot be waived.
5. No Refund for Dissatisfaction with Clinical Outcomes
Fern Health facilitates access to licensed clinicians who make independent medical judgments. We do not guarantee any particular clinical outcome, treatment result, or satisfaction with your prescribed regimen. Dissatisfaction with a treatment plan, medication efficacy, or a clinician’s determination does not entitle you to a refund.
6. Changes to This Policy
Fern Health reserves the right to modify this No-Refund Policy at any time. Changes become effective upon posting to tryfern.com and apply prospectively unless otherwise stated. Where required by applicable law, Fern Health will provide notice or obtain consent before applying material changes to subscriptions or billing terms. Your continued use of the Services after any change constitutes acceptance of the revised policy.
7. Contact Us
Questions about this policy may be directed to:
Enveda Health Inc. (Fern Health)
support@tryfern.com