Refund, Return, and Timing Policies

Introduction to Rewellth’s Return and Refund Policy
At Rewellth, we offer our patients a unique experience in telemedicine, surpassing what is available in other virtual settings. Our commitment to each patient is strong and unconditional; however, this commitment is a two-way street. The philosophy of our method focuses on comprehensiveness, viewing patients and their families not only as beneficiaries but as the most crucial component of their own multidisciplinary team. We cannot conceive of a scenario where the patient invests less effort in their well-being than we are willing to offer.

We firmly believe that recovery and continuous improvement are achieved when the patient, motivated by an unbreakable will, decides to actively engage in their learning process in which the patient has all the tools to must show gradual progress and adherence to treatments. For our part, we commit to fully complying with each service offered. Therefore, our return and refund policy is based on the strict follow-up of premises in a compliance of mutual responsibilities, with the goal of verifying bilaterally the fulfillment of the collaboration promise clearly stated in the informed consent.

If, after a thorough review, it is determined that we have not fulfilled our part of the agreement, we commit to making the proportional refunds corresponding to the services or activities not delivered. This policy is established to ensure a fair outcome for both parties, always with the goal of fostering continuous improvement and full satisfaction of our patients.

Patient Commitment: Essential for Success
The Rewellth method requires that the patient be the protagonist of their health process. Obstacles such as procrastination, depression, and lack of family support are significant challenges that the patient must face with our help. However, it is essential that the patient’s effort in overcoming these challenges matches or exceeds ours.

Clear Expectations

  • Effort is Fundamental: The effectiveness of our programs depends directly on the level of effort and participation of the patient. Without their active commitment, the chance of success is significantly reduced.
  • Family Support: While we value the support of family and friends, the drive towards improvement must originate from the patient, assuming responsibility for their recovery process.
  • Communication and Collaboration: We expect open and continuous communication with the Rewellth team. Improvement is only possible with honest dialogue and effective collaboration.

Refund Policy Based on Mutual Commitment
Our refund policy reflects this principle of shared responsibility. We will only consider return requests when a genuine commitment by the patient to their health process is evidenced. The lack of effort and participation of the patient will limit their eligibility for refunds.

Rewellth Refund Request Process
We do not subject our patients to a tedious process to carry out their reception of complaints and refunds from this moment send us an email at priority@rewellth.com. Within no more than 36 business hours, an advisor will be assigned to review your case in detail. Include in the email your name, service details, and the reason for the refund. We strive to process all requests fairly and swiftly.

Rewellth Commitment and Improvement Policy

  • Commitment to Attendance: Active participation in scheduled forums and events is fundamental at Rewellth. Non-attendance not only reflects a lesser commitment to the recovery process but also implies the loss of the corresponding benefit without the right to claims or refunds. However, although we voluntarily commit to assisting in the rescheduling of appointments and events, when the patient does not show up to the rooms that item will not be eligible for a refund, as it is a breach by the patient.
  • Rescheduling Guidelines and Notifications:
    • Rescheduling: It is possible to reschedule events before the expiration of the plan via Rewellth-Hub. This tool constitutes the only valid means to manage rescheduling or notify absences.
    • Reminders: We issue proactive reminders through Rewellth-Hub, whose attention is essential for the maintenance of continuity and effectiveness of the treatment.
  • Initial Orientation Sessions: Each new patient will receive an orientation session at the beginning of their plan, during the first video consultation with customer service. This orientation will cover the use of Rewellth-Hub, treatment timelines and expectations, as well as any preliminary doubts.

Cancellation and Rescheduling Policy: Specific details on how to cancel or reschedule appointments and events to avoid penalties will be explained during the initial orientation session and will be managed exclusively through Rewellth-Hub.

Proactive Support and Feedback Collection:

  • Our system of proactive notifications is designed to remind patients of important dates and document submission deadlines.
  • Rewellth-Hub will also serve as a platform for patients to share their experiences and suggestions, allowing us to continuously adjust and improve our services.
  • Flexibility in the Improvement Process: Although we consider non-attendance as non-compliance, our policy focuses on providing support for event rescheduling, demonstrating our dedication to your continuous improvement.
  • Medical Care Waiver and Caution:

By participating in Rewellth, patients acknowledge that our service focuses on progressive care and not on medical emergencies. In emergency situations, it is imperative to seek immediate medical attention. No expected medical outcome within Rewellth or its licensors can condition the due caution and the need to resort to personal emergency services in any emerging situation.

Service Schedules and Rewellth’s Response Times

Service Patient Deadline Rewellth Response Deadline
Personalized Counseling After purchase, schedule within 36 hours, and must be scheduled no later than 6 business days after purchase. The advisor must respond to that first notification and confirm before 72 subsequent hours.
Post-counseling Questions The patient has up to 24 hours to ask a maximum of 5 questions after the counseling. After receiving the questions, the advisor has up to 72 hours to respond to the 5 patient questions.
General MD First Video Consultation After being notified, respond and schedule the video consultation within 24 hours, and it must be scheduled no later than 4 calendar days after receiving the notification. Once the patient confirms, the general physician has up to 72 business hours to set the date for the video consultation, the completion of the first video consultation must not exceed 6 business days after the date proposed by the patient.
General MD Concept The patient must provide the requested exams and documents or add the pending data requested by the general physician to request the concept. The deadlines for the preparation of the general physician’s concept are suspended until all the documents requested from the patient are received, once received, it has up to 3 business days to prepare and deliver it.
Post-concept Questions The patient has up to 24 hours to formulate a maximum of 5 questions to the received concept. After receiving the questions, the general MD has up to 48 business hours to respond to the 5 patient questions.
Nutritionist Video Consultation After being notified, respond and schedule the video consultation with the nutritionist and must schedule it up to two calendar days later. Once the patient’s notification is received, the nutritionist has up to 48 business hours to set the date for the video consultation, and has a maximum period of scheduling it up to 3 business days later.
Nutritionist Concept The patient must provide the exams and documents requested by the nutritionist to request the concept from the nutritionist. The deadlines for the preparation of the nutritionist’s concept are suspended until all the documents requested from the patient are received, once received, it has up to 3 business days to prepare and deliver it.
Post-concept Questions The patient has up to 48 hours to formulate a maximum of 5 questions to the received concept. After receiving the questions, the nutritionist has up to 48 business hours to respond to the 5 patient questions.
General MD LEADER Video Consultation (only for e card gold) After being notified, respond and set a date for the video consultation, and schedule it within a period not exceeding 2 calendar days after receiving the notification. Once the patient confirms, the general physician has up to 48 business hours to set the date for the video consultation, this date must not exceed 4 business days after the date proposed by the patient.
General MD LEADER Concept The patient must provide the exams and documents requested by the general physician to request the concept. The deadlines for the preparation of the general physician’s concept are suspended until all the documents requested from the patient are received, once received, it has up to 3 business days to prepare and deliver it.
Post-Questions The patient has up to 2 calendar days after receiving the concept to formulate a maximum of 5 questions to the received concept. After receiving the questions, the general MD has up to 48 business hours to respond to the 5 patient questions.
Specialist Video Consultation The patient has after being notified < 24 hours to respond and schedule the video consultation with the specialist, and schedule it within a period not exceeding 2 business days after receiving the notification. Once the patient confirms, the specialist has up to 48 business hours to set the date of the video consultation, this date must not exceed 4 business days after the date proposed by the patient.
Specialist Concept In case the specialist requests lab tests or similar, the patient must provide them to receive the medical concept. The deadlines for the preparation of the medical-specialist’s concept are suspended until all the documents requested from the patient are received, once received, it has up to 4 business days to prepare and deliver it.
Post-Questions The patient has up to 2 two calendar days, to formulate a maximum of 5 questions to the received concept. After receiving the questions, the specialist has up to 48 business hours to respond to the 5 patient questions.
Rewellth Nutrition Forum Confirm attendance at least 3 calendar days before the event. As soon as the patient confirms attendance, Rewellth within no less than 6 hours of such confirmation will notify the patient with the date, day, and time of the event.
Rewellth Nutrition-Pathology Confirm attendance at least 3 calendar days before the event. As soon as the patient confirms attendance, Rewellth within no less than 6 hours of such confirmation will notify the patient with the date, day, and time of the event.
Rewellth Science Forum Confirm attendance at least 3 calendar days before the event. As soon as the patient confirms attendance, Rewellth within no less than 6 hours of such confirmation will notify the patient with the date, day, and time of the event.
General MD Leader Last Video Consultation Delivery of Clinical Case (only for e card gold) The patient will be notified of the final delivery of their clinical case before the expiration of their plan or its extensions. The final concept must be delivered by the case clinical general physician via a video consultation before the expiration of the plan including the applied extension periods.
General MD Leader Additional Video Consultations. (only for e card gold) The patient will be notified of the final delivery of their clinical case before the expiration of their plan or its extensions. The concept must be delivered by the case clinical general physician via a video consultation before the expiration of the plan including the applied extension periods.
Post-Questions The patient has up to 2 two calendar days, to formulate a maximum of 5 questions to the received concept. After receiving the questions, the specialist has up to 48 business hours to respond to the 5 patient questions.

Policy for Evaluation and Procedure for Refunds
At Rewellth, our priority is the satisfaction and well-being of our patients. Therefore, in cases where a breach of our obligations or those of our specialist licensees is identified, we will apply our refund and return policy in a fair and transparent manner. This policy is based on evaluating unrendered services or calculating a proportional refund to the partially received services versus the unrendered ones.

To ensure proper management of these situations, patients will have a period of up to 30 days after the end of the validity of their plan to submit their claims. This period is designed to allow a complete evaluation of the utility of the services received and to ensure that any request for a refund is based on a clear understanding of the treatment outcomes.

We commit to addressing these requests with the seriousness and attention they deserve, ensuring a thorough review process to determine the appropriateness of the requested refunds. This approach underscores our unwavering commitment to service quality and fairness for all our patients.

Refund Policy and Return Flexibility
To complement our refund and return policy, once the amounts to be refunded are determined, Rewellth will proceed to make such refunds within a period that will not exceed 10 to 30 business days. This return can be made either in the form of additional services or in money, depending on the patient’s preference. This flexible approach underscores our commitment to adapting to the needs and preferences of our patients, ensuring their satisfaction and confidence in our service.

Clarity in the Evaluation of Commitments
To ensure transparency in our process of evaluating the patient’s commitment, Rewellth adopts an approach based on continuous observation and progress monitoring. Participation in scheduled sessions, timely delivery of exams and required documents, and proactive interaction with our team through Rewellth-Hub are key indicators of commitment. We recognize that obstacles may arise on the path to recovery; therefore, we encourage patients to communicate openly and honestly about any difficulties faced, allowing us to adjust our support appropriately.

Details on the Evaluation of Unrendered Services
The evaluation of unrendered services is carried out through a detailed review of the patient’s service history within the period of their plan. We consider recorded attendance, scheduled services versus effectively delivered services, and any discrepancy in the provision of agreed-upon services. This process allows us to precisely identify the aspects of the plan that were not fulfilled as promised, forming the basis for a fair and proportional refund.

Information on the Appeal of Decisions
We understand that there may be disagreements or misunderstandings in the refund process. Therefore, Rewellth establishes a clear appeal procedure for those patients who wish to request a review of refund decisions. This process begins with the submission of an appeal request through Rewellth-Hub, detailing the reasons for the appeal and any additional evidence the patient considers relevant. A review committee will evaluate the request, ensuring a fair and equitable process, and provide a detailed response within a stipulated timeframe.

Policy on the Suspension of Deadlines and Continuity of Services at Rewellth
At Rewellth, we understand that the path to recovery and well-being is a collaboration between the patient and our team of specialists. With this in mind, it is crucial to highlight that shared responsibility plays a fundamental role in the progress and success of each patient’s treatment plan.

Suspension of Deadlines Due to Patient Responsibilities: When the progress of a treatment depends on the patient’s action or contribution, such as the delivery of documents, laboratory tests, or required diagnostic tests, the deadlines set for Rewellth’s responsibilities are suspended. This suspension remains until the required actions by the patient are completed. It is important to note that this suspension does not affect the validity of the treatment plan, which remains unchanged.

Limit of Suspension: The duration of any delay caused by waiting for contributions from the patient cannot exceed 20 calendar days. This period is established to ensure that the treatment can continue effectively and without undue delays that may impact the final outcome.

Impact on Return Policies: In the context of our return and refund policies, it is important to recognize that claims based on unrendered services or on the expiration of the plan’s validity due to pending requirements by the patient will not be accepted. However, Rewellth commits to evaluating each case individually. In situations where it is identified that the compliance with these pending requirements by the patient has negatively impacted their treatment, Rewellth, voluntarily and considering each case with due attention, may offer options for the patient to continue or complete the pending services, thus ensuring our commitment to the satisfaction and success of the patient’s treatment.

Our Commitment: This policy reflects our commitment to clarity, fairness, and ongoing support for our patients. At Rewellth, we strive to provide quality care that is tailored to the individual needs of each patient, fostering an environment of shared responsibility that is essential for achieving the best possible outcomes.

Agreement on Deadlines with External Specialties: When a patient needs consultation or intervention from a specialist with a specific discipline not present in our panel of physicians, Rewellth commits to facilitating this connection, always in search of the best interest and well-being of the patient. We understand that the unique nature of each request may require different response times and treatments. Therefore, in these cases, the deadlines will be agreed upon directly and transparently with the patient, taking into consideration the specialist’s recommendations and the expectations of the treatment.

This document provides the policies, procedures, and expectations related to refunds, returns, and the timing of services at Rewellth. It highlights our dedication to ensuring transparency and fairness in our dealings with patients, aiming to foster an environment of mutual responsibility and continual improvement in the quality of care provided.