Refund & Cancellation Policy

Overview

This Refund & Cancellation Policy ("Policy") applies to all services and products offered through the Keen platform (livekeen.co), operated by Keen Meds Inc. ("Keen," "Keen Meds," "we," "us," or "our"), a Delaware corporation. "Keen" is the brand name under which Keen Meds Inc. operates. This Policy is incorporated into and subject to our Terms and Conditions. Capitalized terms not defined in this Policy have the meanings set forth in the Terms and Conditions.

By enrolling in a Membership, purchasing products, or using the Services, you acknowledge and agree to the refund and cancellation terms described below.

1. Our Service Model

Keen operates through a three-party service model involving independent entities, each responsible for its own scope of operations:

• Keen Meds Inc. provides the technology platform, membership billing, customer support, intake coordination, and product fulfillment logistics.
• Our affiliated medical practice is an independent medical practice whose licensed clinicians conduct telehealth consultations, make medical assessments, and issue prescriptions when clinically appropriate.
• Our partner pharmacy is an independent, licensed 503A compounding pharmacy that compounds, verifies, dispenses, and ships prescription medications pursuant to valid, patient-specific prescriptions.

The specific medical practice and pharmacy entities are identified in Section 15 (Contact Information) of this Policy.

Because these are three separate entities, each with distinct roles, the refund and cancellation terms vary depending on which service or product is involved.

2. Membership Cancellation

2.1 How to Cancel

You may cancel your Membership at any time using any of the following methods:

• Online: Through your account settings at livekeen.co
• Email: By contacting support@livekeen.co
• 2.2 When Cancellation Takes Effect

Cancellation takes effect at the end of your current billing period. You will continue to have access to the Services and your Member benefits through the remainder of the period you have already paid for. Your Membership will not renew, and no further charges will be applied after the current billing cycle concludes.

2.3 Products in Progress

If your Membership includes shipped products, you are responsible for any products that have already shipped or are in preparation for shipment at the time of cancellation. Orders that have been submitted to our partner pharmacy for compounding cannot be reversed.

2.4 Reactivation

If you cancel and later wish to resume, you may reactivate your Membership through the Platform. Reactivation is subject to the then-current Membership pricing and terms and may require a new clinical evaluation.

3. Membership Fee Refunds

3.1 No Partial-Period Refunds

No refunds or credits will be issued for partial billing periods. If you cancel your Membership mid-cycle, you retain access through the end of that billing period but will not receive a prorated refund for the unused portion.

3.2 Termination Without Cause by Keen Meds

If Keen Meds terminates your Membership without cause during a paid billing period, you will receive a pro-rata refund for the unused portion of that billing period.

3.3 Termination for Cause

If your Membership is terminated by Keen Meds for violation of the Terms and Conditions, including but not limited to fraud, misrepresentation, diversion of controlled substances, or abuse of the Platform, no refund will be issued.

3.4 Free Trial Conversions

If you enrolled during a free trial period, no refund is available for the first billing cycle if you did not cancel before the trial ended. It is your responsibility to cancel before the trial period expires to avoid being charged. You will receive a reminder before your trial converts to a paid subscription.

4. Consultation Fee Refunds

4.1 Before a Consultation Occurs

If you have paid a consultation fee but a telehealth consultation has not yet taken place (i.e., a clinician affiliated with our medical practice partner has not reviewed your health intake or conducted a consultation), you may request a full refund of the consultation fee by contacting support@livekeen.co.

4.2 After a Consultation Occurs

Once a licensed clinician has reviewed your health intake, conducted a consultation, or made a clinical assessment, the consultation fee is non-refundable, regardless of the outcome. Clinical services are considered rendered once a clinician reviews your case, even if:

• No prescription is issued because the clinician determines it is not medically appropriate for you.
• You decide not to proceed with the recommended treatment.
• You are referred to an in-person provider for further evaluation.

This is because the clinicians affiliated with our medical practice partner have devoted professional time and clinical judgment to your evaluation, and those services cannot be "returned."

5. Prescription Medication Refunds

5.1 General Policy — Non-Refundable Once Compounded or Shipped

Prescription medications are generally non-refundable once they have been compounded or shipped by our partner pharmacy. This applies to both controlled and non-controlled prescription medications.

5.2 Why Prescription Medications Cannot Be Returned

Compounded prescription medications are prepared specifically for you, based on an individualized prescription. For patient safety and regulatory compliance, compounded medications:

• Cannot be restocked or reused once they leave the pharmacy, as there is no way to verify that the product has been stored properly or has not been tampered with.
• Are subject to DEA regulations (in the case of controlled substances such as testosterone-based therapies) that prohibit the return of dispensed controlled substances.
• Are regulated by state boards of pharmacy, which generally prohibit the acceptance of returned prescription medications.
• 5.3 Controlled Substance Medications

Pursuant to DEA regulations, prescription medications classified as controlled substances (including testosterone-based therapies) cannot be returned once dispensed. No refunds will be issued for dispensed controlled substance medications under any circumstances.

5.4 Non-Controlled Prescription Medications

Compounded non-controlled prescription medications cannot be returned or reused once dispensed due to safety and regulatory requirements. No refunds will be issued for dispensed non-controlled prescription medications, except in the case of a verified dispensing error by our partner pharmacy (see Section 6).

5.5 Prescription Denial After Prepayment

If a clinician determines that no prescription is medically appropriate for you after evaluation and you have prepaid for product fulfillment, you may be eligible for a refund of the prepaid product fulfillment fees, less any consultation and evaluation charges for clinical services already rendered.

6. Damaged, Defective, or Incorrect Orders

6.1 Reporting Issues

If you receive a product that is damaged in transit, defective, or incorrect (wrong medication, wrong dosage, wrong quantity), you must notify us within forty-eight (48) hours of delivery by contacting:

• Email: support@livekeen.co
• 6.2 Verification and Resolution

Upon receiving your report, Keen Meds will coordinate with our partner pharmacy to investigate the issue. You may be asked to provide photographs of the damaged or incorrect product and packaging. Upon verification, Keen Meds will, at its discretion:

• Arrange a replacement shipment at no additional cost to you, or
• Issue a refund for the affected product.
• 6.3 Dispensing Errors

If our partner pharmacy makes a verified dispensing error (e.g., incorrect medication, incorrect dosage, incorrect compounding), Keen Meds will coordinate a replacement or refund. Dispensing error claims are investigated by the pharmacy's quality assurance team.

7. Shipping Issues

7.1 Lost or Undelivered Packages

If your package is confirmed as lost by the shipping carrier or is not delivered within a reasonable timeframe beyond the estimated delivery window, contact support@livekeen.co. Keen Meds will work with the shipping carrier and our partner pharmacy to investigate. If the package is confirmed lost, Keen Meds will arrange a replacement shipment or issue a refund at its discretion.

7.2 Incorrect Shipping Address

You are responsible for ensuring that the shipping address on your account is accurate and current. If a package is delivered to an incorrect address that you provided, Keen Meds is not responsible for the loss and no refund or replacement will be issued. If the error was on our end, we will arrange a replacement shipment at no cost to you.

7.3 Delivery Delays

Shipping timelines are estimates and are not guaranteed. Keen Meds is not responsible for delays caused by shipping carriers, weather, natural disasters, or other circumstances beyond our control. Delivery delays alone do not entitle you to a refund, though we will work with you to resolve extended delays.

7.4 Temperature-Sensitive Products

Certain products may require specific storage conditions. If you believe a product was compromised during shipping due to temperature exposure, contact us within forty-eight (48) hours of delivery. We will investigate and, if appropriate, arrange a replacement.

8. How to Request a Refund

8.1 Contact Us

To request a refund, contact our support team using one of the following methods:

Email: support@livekeen.co (preferred for documentation purposes)

Mail:

• Keen Meds Inc.
• 1550 Wewatta Street, Suite 200
• Denver, CO 80202
• 8.2 Information to Include

When submitting a refund request, please provide:

• Your full name and account email address
• The date and amount of the charge in question
• A description of the reason for your refund request
• Any supporting documentation (e.g., photographs of damaged products, tracking information)
• 8.3 Review Timeline

Keen Meds will acknowledge your refund request within two (2) business days and will complete its review within ten (10) business days of receiving all necessary information. We may contact you for additional details during the review process. You will be notified of the outcome via email.

8.4 Billing Error Inquiries

If you believe there is an error in your billing, you must contact us within sixty (60) days of the charge. Keen Meds will investigate the claim and, if an error is confirmed, issue a correction or refund as appropriate.

9. Credit Card Processing and Refund Timing

9.1 Refund Method

Approved refunds will be credited back to the original payment method used for the transaction. We cannot issue refunds to a different payment method, bank account, or third party.

9.2 Processing Time

Once a refund is approved, please allow five (5) to ten (10) business days for the credit to appear on your statement. Processing times vary depending on your financial institution and payment processor. Keen Meds is not responsible for delays imposed by your bank or card issuer.

9.3 Partial Refunds

In some cases, a partial refund may be issued if only a portion of the charge is eligible for a refund (for example, a refund of prepaid product fulfillment fees less consultation charges already incurred).

10. Chargebacks and Disputes

10.1 Contact Us First

If you have a concern about a charge, we strongly encourage you to contact us at support@livekeen.co before initiating a chargeback or dispute with your bank or credit card company. In most cases, we can resolve billing issues more quickly through our support team than through the chargeback process.

10.2 Chargeback Policy

If you initiate a chargeback or payment dispute without first attempting to resolve the issue with Keen Meds, we reserve the right to:

• Suspend or terminate your Membership and access to the Platform pending resolution of the dispute.
• Provide documentation to your financial institution demonstrating that the charge was authorized and that services or products were delivered.
• Recover any costs associated with responding to the chargeback, including administrative fees, to the extent permitted by law.
• 10.3 Fraudulent Chargebacks

Filing a chargeback for a legitimate, authorized charge constitutes a violation of our Terms and Conditions and may result in permanent account termination, referral to a collection agency, and reporting to applicable authorities.

11. Exceptions and Special Circumstances

11.1 Service Outages

If a significant Platform outage or technical issue on our end prevents you from accessing Services you have paid for, Keen Meds may, at its discretion, issue account credits or extend your billing period.

11.2 Medical Emergencies or Adverse Reactions

If you experience a serious adverse reaction to a medication received through the Platform, your health and safety are the priority. Contact your healthcare provider or seek emergency medical attention immediately. Following any such event, contact us at support@livekeen.co, and we will work with you and our partner pharmacy to address the situation, which may include refunds or credits at our discretion.

11.3 Deceased Members

In the event of a Member's death, an authorized representative of the Member's estate may contact support@livekeen.co to cancel the Membership and request a refund of any prepaid, unused Membership fees. Documentation (such as a death certificate or estate documentation) may be required.

11.4 Military Deployment

Active-duty military members who are deployed may request a Membership pause or cancellation with a refund of prepaid, unused Membership fees by providing appropriate documentation. Contact support@livekeen.co for assistance.

11.5 Discretionary Refunds

Keen Meds reserves the right to issue refunds or credits at its sole discretion on a case-by-case basis, even where this Policy would otherwise not require one. Any such discretionary refund does not create a precedent or obligation for future requests.

12. FTC Autorenewal Compliance

In compliance with the Federal Trade Commission's guidelines on negative option marketing, Keen Meds:

• Provides clear and conspicuous disclosure of autorenewal terms before you enroll.
• Obtains your affirmative consent to the autorenewal terms.
• Provides a simple mechanism to cancel your Membership at any time through your account settings or by contacting support@livekeen.co.
• Sends renewal reminders before each billing cycle.
• 13. Changes to This Policy

Keen Meds reserves the right to modify this Policy at any time. Material changes will be communicated via email to the address associated with your account or through a prominent notice on the Platform at least thirty (30) days before the changes take effect. Your continued use of the Platform after the effective date of any modification constitutes your acceptance of the updated Policy.

14. Relationship to Terms and Conditions

This Policy is part of and subject to our Terms and Conditions. In the event of a conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall control. The dispute resolution, arbitration, and governing law provisions in the Terms and Conditions apply to any disputes arising under this Policy.

15. Contact Information

For questions or concerns regarding refunds, cancellations, or this Policy, please contact us:

• Keen Meds Inc.
• 1550 Wewatta Street, Suite 200
• Denver, CO 80202

Email: support@livekeen.co

Legal Inquiries: legal@livekeen.co

General Questions: ask@livekeen.co

Website: livekeen.co

Service Partners

The following independent entities provide medical and pharmacy services in connection with the Platform:

Medical Practice. Beluga Health P.A. is the independent medical practice whose licensed clinicians conduct telehealth consultations, make medical assessments, and issue prescriptions when clinically appropriate.

Pharmacy. The Pharmacy Hub is the independent, licensed 503A compounding pharmacy that compounds, verifies, dispenses, and ships prescription medications pursuant to valid, patient-specific prescriptions.