Return and Refund Policy

Please carefully read the details of our policy on returns and refunds (the “Return and Refund Policy”) below. All terms not defined herein will have the meaning given to them in the Terms of Service.

Telehealth Consultations

Cancellation: If you must cancel your consultation for any reason, please inform us at least 24 hours before your appointment time to request a full refund.
Rescheduling: If you need to reschedule your appointment, you are allowed to do so once without incurring any fees, provided that you notify us no less than one hour before the appointment time.
No-show: If you miss the scheduled consultation, you are allowed to reschedule once at no additional cost.
Cancellation of rescheduled consultation: If the rescheduled consultation is missed or canceled, the original fee is forfeited and a new consultation fee must be paid to move forward.
In the event that technical issues occur on our end during your teleconsultation which prevent your medical provider from completing the consultation, you are encouraged to promptly notify us and request a full refund.

If you wish to receive a refund for an in-person or teleconsultation for any other reasons, such as unpredictable natural disasters, severe medical emergencies, or other force majeure events, please contact us. We will conduct a case-by-case assessment, after which we may grant you a full or partial refund.

Weight Care Packages

We incur immediate costs when a patient books a procedure. For each package listed on our pricing page, the following refund policy applies:

30 Days or More Notice: If your refund request is made 30 days or more before the originally scheduled procedure day, we will grant a full refund.
16 to 29 Days Notice: If your refund request is made between 16 and 29 days before the procedure date, we will grant a partial refund minus a $500 fee.
15 Days or Less Notice: If your refund request is made 15 days or less before the procedure date, we are unable to rebook another patient for your scheduled time. At this stage, significant costs have been incurred. We will grant a partial refund minus a $1,500 fee.

Rescheduling:

We understand that circumstances may change. Our rescheduling policy is designed to offer flexibility while ensuring we can maintain clinical operations and provider availability.

You may reschedule your procedure at least 15 days prior to your scheduled procedure date at no additional cost.
You may reschedule your procedure once. If you require a second rescheduling, the request must be evaluated and authorized at the sole discretion of Everself.
If you request a refund for a procedure that has already been rescheduled, the refundable amount will be calculated based on the shorter of
- The notice period given for rescheduling. The number of days between the rescheduling request and the original procedure date
- The notice period given for cancellation. The number of days between the refund request and the newly rescheduled procedure date.

For unpredictable natural disasters, severe medical emergencies, or other force majeure events, we will conduct a case-by-case assessment of the refund amount.

Smart Scale Warranty

Each smart scale that you purchase from us has a two-year warranty period. If you would like to replace a smart scale (due to software or hardware issues), you must request an exchange within such warranty period. To request an exchange, you will record a video demonstrating the issue with the smart scale and email the video to us. In the event that we grant your exchange request, we will provide a replacement scale without requiring you to return the defective scale.

Refunds through Cherry

Requesting a refund within 60 days of purchase

For purchases made using Cherry, please request refunds within 60 days of purchase. If we grant your request, we will authorize Cherry to credit the refund amount to your Cherry contract within 7 - 10 business days. Receiving a full refund will cancel your contract with Cherry. Should the full refund amount exceed your outstanding balance, Cherry will credit the surplus to your registered payment method. In the event that we grant a partial refund, your remaining balance on Cherry’s platform will be updated to reflect the refund within 7 - 10 business days. You are obliged to pay out the remaining balance. Interest may apply for the remaining balance depending on the term of your loan.

Requesting a refund beyond 60 days of purchase

If you are requesting a refund for a purchase older than 60 days, you must contact us directly. We will issue any granted refund amount to you via checks, which will take 7 - 10 business days or longer to arrive.

Refunds through CareCredit

For purchases made using CareCredit, you can request a refund any time. If we grant your request, we will authorize CareCredit to credit the refund amount to your CareCredit account within 3-5 business days. In the event that we grant a partial refund, you are obliged to pay out the remaining balance. Interest may apply for the remaining balance depending on the term of your loan.

Credit Card Refunds

Once granted, refunds to credit cards typically take 5-10 business days to process. The refund will appear on the credit card used for payment, even if that card has been subsequently removed from our Service. You will be automatically notified at the email address that you provide us with when your refund has been issued.

Bank Transfer Refunds

You will receive an email from Stripe requesting your bank details. Refunds will be issued once you have confirmed this information. With this authorization, you may see a pending refund immediately on your bank statement.

Requesting an ACH Direct Debit refund within 60 days of purchase

Under banking regulations, ACH Direct Debit payments can be disputed by a customer for up to 60 days from the original payment date. This right remains active even if a refund has already been initiated. To prevent duplicate payouts, the customer must sign an ACH Refund and Dispute Waiver Agreement if you wish to receive your refund as soon as possible. Alternatively, you may wait until the 60-day dispute window has closed. The refund will then be issued without requiring a signed waiver.

If you have any additional questions about our Return and Refund Policy, please contact us at hello@everself.com.