Refund, Cancellation, and Rescheduling Policy

This Refund, Cancellation, and Rescheduling Policy applies to purchases made directly from LifeSpan Health Optimization (“LifeSpan Health,” “we,” “us,” or “our”) through www.optimizelifespan.com or another LifeSpan Health payment channel.

1. Evaluation Requests and Acceptance

Payment submitted through the website reserves a physician-reviewed evaluation request. Submission and payment do not guarantee acceptance as a patient or establish that a requested service is clinically appropriate. If LifeSpan Health does not accept the evaluation request, the amount paid to LifeSpan Health will be refunded in full to the original payment method.

2. Cancellation Before an Evaluation Is Accepted

A purchaser may cancel before receiving written acceptance. If LifeSpan Health has not begun individualized clinical or records review, the payment will be refunded in full.

3. Cancellation After Acceptance

Because each accepted evaluation reserves physician time and may involve individualized intake, records collection, clinical review, and preparation, the following terms apply after written acceptance:

Seven or more calendar days before the scheduled in-home evaluation: full refund, less any clearly disclosed and nonrecoverable third-party payment processing charge, if permitted by law.

Between 48 hours and seven calendar days before the scheduled evaluation: refund less a $250 late-cancellation fee.

Less than 48 hours before the scheduled evaluation, or failure to attend or provide access for the visit: refund less a $500 late-cancellation or missed-visit fee.

If individualized physician review or Blueprint preparation has already begun, the refund may also be reduced by the reasonable value of work actually completed. LifeSpan Health will provide a written explanation of any such deduction.

LifeSpan Health will not retain more than the amount paid. Any different arrangement required by law or agreed to in writing will control.

4. Rescheduling

One rescheduling request made at least 48 hours before the appointment may be accommodated without a rescheduling fee, subject to availability. Later or repeated changes may be treated as a cancellation under this policy. LifeSpan Health may waive a fee for emergencies or exceptional circumstances in its discretion.

5. Acute Telemedicine and Guidance Visits

Acute Telemedicine Visits and LifeSpan Health Guidance Visits may be rescheduled or cancelled without charge at least 24 hours before the appointment. Cancellations within 24 hours and missed appointments are nonrefundable, except when LifeSpan Health determines that an emergency or exceptional circumstance warrants an accommodation. Payment never guarantees a prescription, laboratory order, imaging order, diagnosis, or particular clinical outcome.

6. Blueprint Updates and Annual Support Access

A Blueprint Update may be cancelled for a full refund before individualized review begins. After individualized review begins, any refund will be reduced by the reasonable value of work completed. Annual Acute Support Access fees are refundable within 14 calendar days of purchase only if no included access, scheduling privilege, message review, or clinical service has been used. After use begins, the access fee is nonrefundable unless required by law.

7. Services Already Delivered

Completed visits, consultations, records review, individualized medical analysis, completed or substantially completed LifeSpan Blueprints, digital materials delivered, and other services already performed are not returnable and are nonrefundable except where required by law or where LifeSpan Health determines that a billing error occurred.

8. Third-Party Charges

Laboratory testing, imaging, prescriptions, supplements, pharmacy charges, outside consultations, shipping carriers, and other third-party products or services are governed by the third party’s own billing, cancellation, refund, and return policies. LifeSpan Health cannot guarantee insurance, HSA, FSA, or out-of-network reimbursement.

9. Cancellations by LifeSpan Health

If LifeSpan Health cancels a paid service and cannot offer a mutually acceptable alternative, the undelivered portion will be refunded. LifeSpan Health may decline or discontinue non-emergency services when clinically inappropriate, outside its scope, unsafe, affected by licensure or location limits, or when the professional relationship cannot be appropriately maintained.

10. How to Request a Cancellation or Refund

Send a written request to optimizelifespan@gmail.com and include the purchaser’s name, service, appointment date, and transaction information. Do not include detailed medical information in ordinary email. Approved refunds are returned to the original payment method. Bank processing times may vary.

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Terms of Use and Service Terms

These Terms of Use and Service Terms (“Terms”) govern your use of www.optimizelifespan.com and purchases made directly from LifeSpan Health Optimization. By using the website, you agree to these Terms. Purchase of clinical services is also subject to patient intake documents, informed consent, the Notice of Privacy Practices, and applicable professional standards. If those documents conflict concerning clinical care or PHI, the clinical consent or Notice of Privacy Practices controls for that subject.

1. Eligibility and Location

You must be at least 18 years old and legally capable of entering an agreement to purchase for yourself. Services are offered only where the treating physician is licensed and where the service is clinically and legally appropriate. A website purchase does not guarantee that LifeSpan Health can accept or treat you.

2. Website Information Is Not Personalized Medical Advice

General website content is educational and is not a diagnosis, treatment plan, prescription, or substitute for evaluation by a qualified healthcare professional. Do not disregard or delay professional medical advice because of website content.

3. Emergencies

LifeSpan Health is not an emergency service. Do not use the website, forms, email, Member Support, or telemedicine request system for an emergency. Call 911 or go to the nearest emergency department for emergency symptoms or an urgent threat to health or safety.

4. Physician-Patient Relationship

Submitting an inquiry, creating a payment request, receiving general information, or using the public website does not by itself establish a physician-patient relationship. A clinical relationship begins only after LifeSpan Health accepts the patient and the required intake, consent, and clinical process occurs. LifeSpan Health does not replace primary care, urgent care, emergency care, or specialist care.

5. Description and Limits of Services

Services may include physician-led evaluation, in-home assessment, records review, a personalized LifeSpan Blueprint, follow-up, health navigation, prevention and imaging strategy, supplement and nutrition guidance, movement and recovery guidance, and Member Support. The exact scope depends on clinical appropriateness, available information, location, licensure, and the purchased service. Recommendations may require confirmation or implementation by a primary care clinician or specialist.

6. No Guaranteed Outcome or Order

Health outcomes vary. LifeSpan Health does not guarantee a diagnosis, improvement, prevention of disease, prescription, laboratory order, imaging order, referral, insurance coverage, reimbursement, or any particular result. Clinical judgment controls. Some requests require in-person, emergency, primary, or specialist evaluation.

7. Patient Responsibilities

Provide accurate, complete, and timely information about health history, medications, supplements, allergies, symptoms, records, location, identity, and decision-making authority.

Maintain an established primary care clinician and seek emergency, urgent, and specialist care when appropriate.

Review recommendations, ask questions, follow agreed safety instructions, and promptly report material changes or adverse effects through an appropriate channel.

Ensure a safe, clean, and appropriate environment for an in-home visit, including control of pets, hazards, smoke, and disruptive conditions.

Do not record a visit without the prior consent of all participants as required by California law.

8. Telemedicine

Telemedicine depends on technology and may have limitations, including reduced ability to perform a physical examination, equipment failure, delay, privacy risks, and the need to redirect to in-person care. You must accurately state your physical location at the time of a telemedicine visit. Separate telehealth consent may be required.

9. Fees, Insurance, and Third-Party Costs

LifeSpan Health is a self-pay service unless expressly stated otherwise. Prices are shown before purchase and may change prospectively. Labs, imaging, prescriptions, supplements, devices, printing or shipping beyond the included scope, and outside clinicians are separate unless expressly included. LifeSpan Health does not guarantee HSA, FSA, insurance, or out-of-network reimbursement. You remain responsible for amounts charged by third parties.

10. Refunds, Cancellations, and Shipping

The Refund, Cancellation, and Rescheduling Policy and Shipping and Return Policy are incorporated into these Terms. If a service request is not accepted, payment to LifeSpan Health will be refunded in full.

11. Member Support

Member Support is not emergency care, an urgent care replacement, primary care, unlimited messaging, continuous monitoring, or a guarantee of same-day response. Access allows an established patient to request eligible services during an active support period. Per-visit fees may still apply. Included access expires as described on the Member Support page and is not automatically renewed unless the checkout clearly states otherwise and obtains any consent required by law.

12. Communications

You consent to receive necessary service-related communications using the contact information you provide. Email and text messaging can have privacy risks. LifeSpan Health will use secure channels for sensitive clinical information when appropriate. Promotional messages, if any, will be sent only as allowed by law and may be opted out of. Consent to promotional communications is not a condition of receiving healthcare.

13. Intellectual Property and Permitted Use

The website, LifeSpan Health name and branding, educational publications, templates, graphics, and general content are owned by or licensed to LifeSpan Health and protected by law. You may use patient-specific materials provided to you for your own personal healthcare and may share them with your healthcare providers and authorized representatives. You may not reproduce, sell, publish, modify, scrape, reverse engineer, or commercially exploit website or educational content without written permission.

14. Acceptable Use

You may not misuse the website; interfere with security or operation; submit false information; impersonate another person; attempt unauthorized access; introduce malicious code; use automated extraction without permission; or use the services for unlawful, abusive, or fraudulent purposes.

15. Third-Party Services and Links

Third-party websites and services are controlled by their providers. A recommendation or link does not guarantee quality, availability, privacy, safety, coverage, or outcome and does not create responsibility for the third party’s acts. Any financial relationship or material benefit will be disclosed as required by law and professional ethics.

16. Disclaimer of Website Warranties

To the fullest extent permitted by law, the public website and general educational content are provided “as is” and “as available.” LifeSpan Health does not warrant uninterrupted access, error-free content, or that general content is complete or current. This disclaimer does not waive professional duties applicable to clinical care or rights that cannot lawfully be waived.

17. Limitation of Liability

To the fullest extent permitted by law, LifeSpan Health will not be liable for indirect, incidental, special, consequential, or punitive damages arising solely from use of or inability to use the public website. Nothing in these Terms excludes liability that cannot legally be limited, alters the professional standard of care, or requires a patient to waive rights concerning medical negligence.

18. Indemnity

To the extent permitted by law, you agree to be responsible for losses caused by your unlawful misuse of the website, infringement of another person’s rights, or intentional submission of false or unauthorized information. This provision does not apply to ordinary use of healthcare services or require waiver of nonwaivable patient rights.

19. Governing Law and Venue

These Terms are governed by California law, without regard to conflict-of-law principles. Unless applicable law requires otherwise, disputes concerning the public website or commercial terms may be brought in the state or federal courts serving Contra Costa County, California. This draft does not impose mandatory arbitration. Any arbitration, jury waiver, or class-action waiver should be added only after review by California healthcare counsel.

20. Changes, Severability, and Entire Agreement

We may update these Terms prospectively by posting a revised effective date. If a provision is unenforceable, the remaining provisions remain in effect to the extent permitted. These Terms, incorporated policies, and applicable patient documents form the agreement for their respective subjects. No website term changes a clinician’s nonwaivable legal or professional obligations.

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Medical Disclaimer

The public content on this website is for general educational and informational purposes. It is not individualized medical advice and does not establish a physician-patient relationship. Medical decisions should be made with a qualified healthcare professional who has evaluated your history and current condition.

LifeSpan Health Optimization is not a replacement for primary care, urgent care, emergency care, or specialist care. Do not use this website, a contact form, email, Member Support, or a telemedicine request for an emergency. Call 911 or seek immediate emergency care if you may be experiencing an emergency.

Information concerning prevention, lifestyle, nutrition, supplements, recovery, imaging, energetic or whole-person concepts, and emerging approaches may have limitations, may not be appropriate for every person, and may not have the same level of scientific evidence or regulatory acceptance. A recommendation is not a guarantee of benefit or absence of risk. Do not start, stop, or change a medication or treatment without appropriate clinical guidance.

References or links to third-party products, services, laboratories, imaging centers, pharmacies, supplements, devices, or clinicians are provided for convenience or education and are not guarantees or warranties. Any material financial relationship will be disclosed as required.