Cancellation and Refund Policy

Fitnera Clinic, operated by Xoomera Services LLC

Effective Date: September 30, 2026

Fitnera Clinic provides telehealth services to adults in Missouri and Illinois, including Convenient Care Telehealth and Medical Weight Loss. This policy applies to all Fitnera appointments and programs.

Our schedule is limited, and each visit time is reserved for you alone. This policy explains how to cancel or reschedule, and when refunds apply. By booking an appointment or buying a program, you agree to this policy.

1. Scheduling and Payment

• You pay for appointments at the time of booking, unless we tell you otherwise.

• Prices for each service appear on our website and on the booking page before you pay.

• If you are uninsured or paying for yourself, you have the right to a Good Faith Estimate of expected charges. See Section 9.
  

2. Cancelling or Rescheduling Your Appointment

You can cancel or reschedule using the link in your confirmation email, or by emailing contact@fitnera.com.

We may make a one-time exception for a genuine emergency. Contact us as soon as you can.

3. Late Arrival

If you join more than [10] minutes late, we may need to shorten your visit or reschedule it. If we cannot see you, the appointment counts as a no-show.

4. Technical Problems

• Problems on our side (our platform fails or the provider cannot connect): we will reschedule you at no charge or give you a full refund, whichever you prefer.

• Problems on your side (internet, device, camera, or audio): please test your device before the visit. If we cannot finish the visit, we will try to switch to a phone call when that is clinically appropriate, or reschedule you once at no charge.
  

5. If Fitnera Cancels

If we need to cancel or reschedule your appointment, you may choose a full refund or a new appointment at no extra cost.

6. Completed Visits

After your provider completes a consultation, the visit fee is not refundable. This applies no matter the outcome, including when:

• the provider decides a medication, prescription, or treatment is not appropriate for you;

• the provider refers you to in-person care, urgent care, a specialist, or the emergency department; or

• your insurance or pharmacy does not cover a prescribed medication.
  

Your fee pays for the provider's time, clinical review, and medical judgment. It does not pay for a guaranteed prescription or result.

Eligibility: Before your visit, please make sure you are 18 or older and will be physically located in Missouri or Illinois at the time of the visit. If we find before the visit starts that you are not eligible, we will give you a full refund. If you give incorrect information about your age or location and we discover it during the visit, the visit fee may not be refunded.

7. Medical Weight Loss Programs and Packages

• Weight Loss Discovery Call: The fee, if any, is listed on our website. If the call is paid, the cancellation rules in Section 2 apply.

• Monthly programs or memberships: You can cancel anytime, and the cancellation takes effect at the end of your current billing period. We do not refund partial months. Please cancel at least [3] days before your next billing date to avoid another charge.

• Prepaid multi-visit packages: If you cancel, you may receive a refund for unused visits. Used visits are charged at the standard single-visit price listed on our website. Packages expire [6/12] months after purchase.

• Medications: Medications are filled by outside pharmacies and paid to those pharmacies. Fitnera cannot refund medication costs. Please contact your pharmacy with any medication billing questions.

• Lab tests: Lab tests ordered through outside laboratories are billed by those laboratories and are not refundable by Fitnera.
  

8. How to Request a Refund

1. Email contact@fitnera.com with your name, the date of your appointment, and your reason.

2. Please do not include detailed health information in email.

3. We will reply within [3] business days.

4. Approved refunds are returned to your original payment method. Depending on your bank, it can take 5–10 business days to appear.
   

If you have a billing concern, please contact us before disputing the charge with your card issuer. Most concerns can be settled quickly by working with us directly.

9. Good Faith Estimate

Under federal law, health care providers must give patients who do not have insurance, or who are not using insurance, an estimate of the bill for medical items and services.

• You have the right to receive a Good Faith Estimate of the total expected cost of any non-emergency items or services.

• Ask for a Good Faith Estimate before you schedule an item or service.

• If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill.

• Keep a copy of your Good Faith Estimate.
  

For more information, visit www.cms.gov/nosurprises.

10. Emergencies

Fitnera Clinic does not provide emergency care. If you have a medical emergency, call 911 or go to the nearest emergency department. Do not wait for a telehealth appointment.

11. Changes to This Policy

We may update this policy from time to time. We will post the updated version on this page with a new effective date. The policy in effect when you booked applies to that appointment.

12. Contact Us

Fitnera Clinic, operated by Xoomera Services LLC

Email: contact@fitnera.com

Website: www.fitnera.com