Effective Date: July 6, 2026
These Terms govern your use of our website, mobile application, and services (collectively, the "Site" or "Services"). By clicking "I Agree" or using the Site, you acknowledge you have read, understand, and accept these Terms of Use, Privacy Policy, and Notice of Privacy Practices. If you do not agree, exit this Site immediately.
IF YOU ARE EXPERIENCING A LIFE-THREATENING SITUATION SUCH AS CONTEMPLATING SUICIDE, CALL 911 OR THE 988 SUICIDE & CRISIS LIFELINE AT 988.
All disputes between you and Genesis Health Solutions will be resolved by binding arbitration, not in court. You waive your right to a jury trial and class action participation. See Section 19 for details.
Genesis Health Solutions, LLC ("we," "us") provides administrative, billing facilitator, and technology services to Arora Health and Aesthetics LLC ("Medical Group"), an independent, physician-owned group of Professional Corporations. Clinical services are provided solely by the Medical Group and its licensed providers (“Providers").
Providers are employed or contracted by the Medical Group. Providers are solely responsible for clinical decisions and quality of care. The doctor-patient relationship is exclusively between you and your Provider. Clinical services are delivered exclusively by these professional corporations and their licensed providers. All clinical decisions are made solely by your treating provider. Genesis Health Solutions, LLC functions as a Business Associate under HIPAA when handling protected health information (PHI) on behalf of the Medical Group.
Scope: We facilitate telehealth consultations, diagnostic product access, and secure messaging between patients and Providers.
Not for Emergencies: If you are experiencing a medical emergency, call 911 immediately.
Screening Limitations: Our specialty services (TRT, medical weight loss, peptide therapy) supplement, not replace, primary care. Continue screenings with your PCP.
Laboratory Orders: We do not perform diagnostic tests. Your Provider may order labs through third-party laboratories.
Prescription Policy: No prescription is guaranteed. Some prescriptions require lab work, consultation, and clinical necessity. Refills require ongoing compliance with your Provider's treatment plan. You retain the right to choose your pharmacy.
Subscriptions: A medical plan/therapy will identify what is included in subscription plan vs what will require additional fees refer to Section 7..
Not Insurance: Our services are not insurance products. Payments are not insurance premiums.
Information you provide is governed by our Privacy Policy & Notice of Privacy Practices. When logged into the secure patient portal, your information is governed by the HIPAA-compliant Notice of Privacy Practices. Non-PHI consumer data is governed by the consumer privacy provisions.
Services are available only in states where Medical Group providers are licensed, within the United States. You represent that you reside in a state where services are available and that all information you provide is accurate and truthful.
Orders: We may refuse or cancel orders for pricing errors or incomplete information. Title and risk of loss pass to you upon carrier delivery.
Payments: Genesis Health Solutions facilitates payment processing. Recurring billing authorization may be revoked with 15 days' notice (services may be suspended). You authorize charges and agree not to dispute valid charges.
7.1 Subscriptions: Subscriptions auto-renew unless cancelled.
Cancellation process for subscriptions by clicking the cancellation link, calling 877-343-8004, or emailing support@gen3health.com. Price changes are communicated in advance; continued use constitutes acceptance.
When enrolling in a Genesis Health Solutions membership or subscription plan ("Subscription"), you agree to the terms in this Section 7 in addition to all other Terms of Use. These terms apply to all recurring billing arrangements, including monthly and annual membership plans.
If you do not agree to these subscription terms, do not enroll. You may still purchase one-time products and services without enrolling in a Subscription.
7.2. Automatic Renewal Disclosure
When enrolled in a Subscription plan. YOUR SUBSCRIPTION WILL AUTOMATICALLY RENEW AT THE END OF EACH BILLING CYCLE UNLESS YOU CANCEL PRIOR TO THE RENEWAL DATE.
7.3. Acknowledgment Requirement
At the time of enrollment, you will be presented with the automatic renewal terms on the checkout page. You must affirmatively check a box or click a button acknowledging that you have read and understand the following:
You will not be charged until this acknowledgment is provided.
7.4. Confirmation of Enrollment
Within twenty-four (24) hours of your initial Subscription enrollment, we will send a confirmation email to the email address associated with your account containing:
Failure to receive this email does not void your enrollment. Ensure your email address is current. You are responsible for checking spam/junk folders.
7.5. Cancellation Rights and Methods
YOU MAY CANCEL YOUR SUBSCRIPTION AT ANY TIME.
To avoid being charged for the next billing cycle, you must cancel at least five (5) days before your scheduled renewal date.
Cancellation Methods (All methods produce immediate confirmation):
Cancellation Effective Date: Your cancellation takes effect at the end of the current billing period. You will retain access to Subscription benefits until the end of the period for which you have already paid.
No Phone-Only Requirement: We do not require you to speak with a live representative or listen to a retention pitch to cancel. Online self-service cancellation is available 24/7.
7.6. Price Changes and Material Modifications
We may change your Subscription price or materially modify your Subscription terms. If we do:
7.7. Renewal Reminders
Before each automatic renewal, we will send a reminder email to the address on file that includes:
This reminder will be sent at least fifteen (15) days before the renewal date.
7.8. Refund Policy
All Sales Final: All purchases of treatments are final once medication is shipped. Due to stringent pharmacy regulations governing prescription medications, we are unable to accept returns or provide refunds, regardless of whether the product remains unused.
Defective or Damaged Products: While refunds are not available, we are committed to providing high-quality products. If you receive a product that is defective or damaged and submit a picture within 24 hours of receiving the package in the mail, we will replace it. To request a replacement, you must submit an email to support@gen3health.com within 24 hours of receiving the product, and provide proof of purchase. Replacement requests made after this period will not be honored.
Exchanges: Exchanges are permitted solely for defective or damaged items as outlined above. No exchanges will be made for any other reason. The request must follow the same process as outlined for defective or damaged products.
Cancelling Subscriptions & refunds
Annual Subscriptions: If you cancel a Subscription, you may request a prorated refund of the unused portion within thirty (30) days of cancellation, unless otherwise stated at the time of purchase.
Monthly Subscriptions: Monthly Subscription fees are non-refundable once charged. Cancellation prevents future charges but does not entitle you to a refund of the current period's fee.
Price Increase Rejection: If you cancel due to a price increase under Section 7.6, you will receive a prorated refund for the unused portion of your current billing period.
Trial Periods: If you enrolled through a free or discounted trial, you must cancel before the trial ends to avoid being charged for the first full billing cycle. No refund is available if the trial expires and a charge is processed.
7.9. Failed Payments
If a recurring charge is declined or fails:
7.10. Subscription Pause or Hold
You may request to pause your Subscription for up to sixty (60) days by contacting support@gen3health.com or through your account settings. During the pause:
7.11. Refund Policy Due To Client Non-Qualification
This policy outlines the conditions under which clients who have paid for Testosterone Replacement Therapy, or Hormone Replacement Therapy, or a peptide and they are determined not to qualify for paid service. Clients will receive a refund of the difference between the total cost of services minus the cost of the provider fee and laboratory fee (as applicable to services with labs).
The policy applies to all clients who:
Definitions
| Term | Definition |
| Provider Fee | The charge of $65 covers Provider’s review of client intake forms, medical history, and biomarkers. |
| HRT/TRT Laboratory Fee | The charge of $145 covering biomarker tests required for HRT/TRT assessment. |
| Total Package Cost | The full price quoted to the client for a service or program (including labs, consultations, medication, and any ancillary services). |
| Refund Amount | The monetary difference calculated as Total Package Cost minus Provider Fee and Labs (as applicable) that will be returned to the client when they are deemed ineligible. |
| Eligibility Determination | The clinical decision made by a licensed provider after reviewing lab results and medical history, confirming that the client does not meet established criteria for HRT/TRT. |
Refund Eligibility Criteria
A client qualifies for a refund when all of the following conditions are met:
If any billable service beyond the lab fee and/or initial provider consult has been provided, the client will be refunded only for the portion of the package that remains unrendered, prorated according to the original pricing schedule.
Refund Process
Exceptions & Special Cases
| Situation | Policy |
| Client Cancels Before Lab Kit Shipped | A full refund will be processed due to cancellation prior to shipping of products or rendering of service/provider consult. |
Communication to Clients
Appeals - Clients who disagree with the non‑qualification determination may:
7.12. Changes to Subscription Plans
We may add, remove, or modify features of your Subscription plan. If we make a material reduction in features or benefits, we will provide notice under Section 7.6 and offer you the right to cancel.
7.12.A. Consent Record Retention
We maintain a record of your express affirmative consent to these automatic renewal terms, including the method, date, and terms presented to you at the time of enrollment. We retain this consent record for a minimum of three (3) years from the date of consent, as required by applicable law. You or a duly authorized regulatory agency may request a copy of this consent record by contacting us at support@gen3health.com.
7.13. State-Specific Requirements
California (Cal. Bus. & Prof. Code § 17600 et seq.): We comply with California's Automatic Renewal Law, including: presenting renewal terms before payment, obtaining affirmative consent, sending post-enrollment confirmation emails, and providing an online cancellation mechanism. California residents may file complaints with the California Attorney General at https://oag.ca.gov/contact/consumer-complaint-against-business-or-company.
Colorado (Colo. Rev. Stat. § 6-1-1308): We comply with Colorado's automatic renewal disclosure requirements, including clear presentation of renewal terms, simple cancellation methods, and notice of material changes.
Other States: We comply with applicable state automatic renewal and negative option laws in all states where our Services are available. If your state requires additional disclosures, they are incorporated by reference.
You must be 18 or older. You are responsible for maintaining credential confidentiality and all activity under your account. Report unauthorized access immediately. We may revoke access with or without cause.
Subscriptions: Your account is required to maintain an active Subscription to access telehealth services. Account termination will also terminate your Subscription.
Prohibited: Unauthorized system access, scraping/crawling, reverse engineering, distributing malicious code, impersonation, providing false or infringing content, and harvesting other users' information.
You consent to receive electronic communications. All agreements may be signed electronically. You must maintain current contact information. We may verify account information and suspend access if verification is not provided within 14 days.
Text Messages: When marking consent checkbox and providing your mobile number, you consent to receive informational and service-related texts. Reply STOP to opt-out (may affect service availability). Message and data rates apply.
All Site content is property of Genesis Health Solutions, its licensors, or the Medical Group, as applicable. You receive a personal, non-transferable, non-exclusive license to use the Site. Reproduction, framing, deep-linking, or meta-tag usage without written consent is prohibited.
If you submit, upload, post, or transmit any health information, medical history, conditions, problems, symptoms, personal information, consent forms, agreements, requests, comments, ideas, suggestions, information, files, videos, images, or other materials to us, Medical Group, or otherwise through our Site (“User Information”), you agree not to provide any User Information that (a) is false, misleading, inaccurate, defamatory, abusive, libelous, unlawful, obscene, threatening, harassing, fraudulent, pornographic, or harmful, or that could encourage criminal or unethical behavior (including submitting any third party’s results or information as your own), (b) violates or infringes the privacy, copyright, trademark, trade dress, trade secrets, or intellectual property rights of any person or entity, or (c) contains or transmits a virus or any other harmful component. You agree not to contact other Site users through unsolicited e-mail, telephone calls, mailings, or any other method of communication. You represent and warrant to Genesis Health Solutions and Medical Group that you have the legal right and authorization to provide all User Information to Genesis Health Solutions and Medical Group for use as set forth herein and required by Genesis Health Solutions and the Medical Group.
With the exception of your payment information, which may be shared for purposes of effectuating a payment, Genesis Health Solutions or Medical Group may de-identify your information such that it is no longer considered protected health information or personally identifiable information. Genesis Health Solutions or Arora Health and Aesthetics may disclose, aggregate, or otherwise use such de-identified information to third parties for analytics, research, or other purposes, provided such information meets the de-identification standards applicable under HIPAA and relevant state privacy laws including the Washington My Health My Data Act.
We do not sell your data.
You agree not to:
(i) access the Site or use the Services in any unlawful way or for any unlawful purpose; (ii) post or transmit (1) a message under a false name, or (2) any data, materials, content, or information (including, without limitation, advice, and recommendations) (collectively “Information”) which is (A) libelous, defamatory, obscene, fraudulent, false, or contrary to the ownership or intellectual property rights of any other person, or (B) contains or promotes any virus, worm, Trojan horse, time bomb, malware, or other computer programing or code that is designed or intended to damage, destroy, intercept, download, interfere, manipulate, or otherwise interrupt or expropriate the Site or the Services, personal information, software, equipment, servers, or Information or facilitate or promote hacking or similar conduct;
(iii) impersonate or misrepresent your identity or falsely state or misrepresent your affiliation with a person or entity;
(iv) tamper, hack, spoof, copy, modify, or otherwise corrupt the administration, security, or proper function of the Site or the Services; (v) use robots or scripts with the Site;
(vi) attempt to reverse engine, reverse assemble, reverse compile, decompile, disassemble, translate, or otherwise alter, defraud, or create false results from any executable code, information on, or received by this Site; (vii) to have any antivirus or antispyware software running that is set to override the internet browser’s cookies setting;
(viii) incorrectly identify the sender of any message transmitted to Genesis Health Solutions;
(ix) alter the attribution or origin of electronic mail, messages, or posting;
(x) harvest or collect personal health information about any other individual who uses the Site or the Services; and
(xi) infringe or facilitate infringement on any copyright, patent, trademark, trade secret, or other proprietary, publicity, or privacy rights of any party, including but not limited to, such rights of third parties. You agree to defend, indemnify, and hold harmless Genesis Health Solutions, Medical Group, and the Providers from and against all third party claims, damages, and expenses including, but not limited to, reasonable attorneys’ fees) against or incurred by us arising out of any User Information you upload to or transmit through the Site or any breach of this Section
External links are not endorsements. Third-party sites operate independently. Access at your own risk. We disclaim liability for third-party content, products, or services.
Warranties: Services provided "AS IS" without warranties of merchantability, fitness for a particular purpose, or non-infringement. No guarantee of uninterrupted or error-free operation.
Liability Cap: Genesis Health Solutions is not liable for acts or omissions of the Medical Group. Maximum liability is $500. No indirect, incidental, consequential, special, exemplary, or punitive damages. Your sole remedy is to stop using the Site. This liability cap does not apply to claims arising from medical negligence, malpractice, personal injury, wrongful death, or violations of consumer protection laws, which shall be governed by applicable state law.
You agree to indemnify Genesis Health Solutions, the Medical Group, and affiliates against claims, damages, and expenses (including attorney's fees) arising from your use/misuse of services, breach of these Terms or Privacy Policy, your User Content, or your negligent/wrongful conduct.
Marketing communications comply with CAN-SPAM and TCPA. Unsubscribe links are included. Violations result in account termination.
Report alleged copyright infringement to support@gen3health.com with identification of the copyrighted work, the infringing material, your contact information, good faith belief and accuracy statements, and your signature.
No liability for errors resulting from jailbroken/rooted devices or modified operating systems. Use at your own risk.
App store providers (Apple, Google) are not parties to these Terms. All claims are handled by Genesis Health Solutions.
Good Faith First: Contact customer service at support@gen3health.com or 877-343-8004 to attempt resolution. We will try to work in good faith to resolve any issue you have with the Site, including without limitation, Products and Services ordered or purchased through the Site, if you bring that issue to the attention of our customer service. However, we realize that there may be rare cases where we may not be able to resolve an issue to a customer’s satisfaction.
Arbitration Scope — Medical Malpractice Carve-Out. Covered disputes under these Terms are resolved through binding individual arbitration under the Federal Arbitration Act. This arbitration requirement does not apply to any claim alleging medical negligence, malpractice, professional misconduct, breach of the standard of care, informed consent failure, or personal injury or wrongful death arising from clinical judgment, diagnosis, treatment, or prescribing decisions by Medical Group or its affiliated Providers ("Medical Malpractice Claims”). Medical Malpractice Claims may be pursued in any court of competent jurisdiction. If a dispute involves both Covered Disputes and Medical Malpractice Claims, the arbitrator resolves only the Covered Disputes; the Medical Malpractice Claims proceed independently in court. Nothing herein waives any statutory right, remedy, or procedural protection available under applicable state medical malpractice law, including damage caps, statutes of limitations, expert witness requirements, and pre-suit notice obligations.
Process: Send written notice to Genesis Health Solutions, LLC, Attn: Legal Dept., 30 N Gould St, #51485, Sheridan, WY 82801. Venue: Sheridan, WY. Filing fees reimbursed for claims ≤ $2,000. If arbitration clause is unenforceable, exclusive venue is courts in Sheridan, WY.
Arbitration: If unresolved within 30 days, disputes shall be arbitrated under AAA Commercial Rules. Binding arbitration replaces court litigation. The U.S. Federal Arbitration Act governs. The AAA Rules and Forms are available online at www.adr.org, by calling the AAA at 1-800-778-7879, or by requesting them from us by writing to us at the Notice Address. The arbitrator is bound by the terms of these Terms of Use. All issues are for the arbitrator to decide, including, but not limited to, issues relating to the scope and enforceability of these Terms of Use, including, but not limited to, this arbitration agreement. Unless Genesis Health Solutions and you agree otherwise, any arbitration hearings will take place in Sheridan, WY. (If you reside outside of the United States, any arbitration hearings will take place in your country of residence at a location reasonably convenient to you, but will remain subject to the AAA Rules including, but not limited to, the AAA rules regarding the selection of an arbitrator). If your claim is for US $10,000 or less, we agree that you may choose whether the arbitration will be conducted solely on the basis of documents submitted to the arbitrator, through a telephonic hearing, or by an in-person hearing as established by the AAA Rules. If your claim exceeds US $10,000, the right to a hearing will be determined by the AAA Rules. Regardless of the manner in which the arbitration is conducted, the arbitrator shall issue a reasoned written decision sufficient to explain the essential findings and conclusions on which the award is based. If the arbitrator issues you an award that is greater than the value of Genesis Health Solutions’s last written settlement offer made before an arbitrator was selected (or if Genesis Health Solutions did not make a settlement offer before an arbitrator was selected), then Genesis Health Solutions will pay you the amount of the award or US $1,000, whichever is greater. Except as expressly set forth herein, the payment of all filing, administration, and arbitrator fees will be governed by the AAA Rules. Each party shall pay for its own costs and attorneys’ fees, if any. However, if any party prevails on a statutory claim that affords the prevailing party attorneys’ fees, or if there is a written agreement providing for payment or recovery attorneys’ fees, the arbitrator may award reasonable fees to the prevailing party, under the standards for fee shifting provided by law.
Class Action Waiver: YOU AND Genesis Health Solutions AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. Further, unless both you and Genesis Health Solutions agree otherwise, the arbitrator may not consolidate more than one person’s claims with your claims, and may not otherwise preside over any form of a representative or class proceeding. The arbitrator may award declaratory or injunctive relief only in favor of the individual party seeking relief and only to the extent necessary to provide relief warranted by that party’s individual claim.
If the arbitration terms and conditions of this Section are found to be unenforceable, then (i) the entirety of this arbitration provision shall be null and void, but the remaining provisions of these Terms of Use shall remain in full force and effect, and (ii) exclusive jurisdiction and venue for any claims will be in state or federal courts located in and for Sheridan, WY.
No breach or liability for events beyond reasonable control, including natural disasters, war, terrorism, pandemics, network failures, or civil disorder.
We may modify these Terms at any time, effective upon posting. Continued use constitutes acceptance. Review periodically. Severability preserves remaining provisions. These Terms constitute the entire agreement and supersede prior versions. "Include" means "without limitation"; "or" is not exclusive.
Genesis Health Solutions, LLC
30 N Gould St, #51485 Sheridan, WY 82801
Email: support@gen3health.com
Genesis Health Solutions: 877-343-8004