Terms & Conditions
These Terms & Conditions (“Terms”) govern your use of the Welm Health platform and services. Welm Health LLC (“Welm”) operates a technology-enabled wellness and telehealth coordination platform. Medical services are provided by independent licensed healthcare providers operating through MD Integrations (“Providers”). Prescription fulfillment may be performed by one or more licensed pharmacy partners selected by Welm and its affiliated Providers.
1. Eligibility
You must be at least eighteen (18) years old and reside in the United States. Welm operates as a cash-pay platform and does not bill commercial insurance, Medicare, or Medicaid.
2. No Medical Advice
Welm does not practice medicine or provide medical advice. Providers independently exercise medical judgment and may deny treatment or prescriptions at their discretion. Welm’s clinical protocols are developed under the oversight of Welm’s Medical Director. Patient-specific medical care, prescribing decisions, and clinical judgments are made exclusively by independent licensed Providers operating through MD Integrations. The Medical Director does not provide direct patient care through the platform.
3. Telehealth Services
Services may include asynchronous questionnaires, secure messaging, audio consultations, and video consultations depending on state requirements and clinical appropriateness. In certain states, applicable law requires a synchronous provider interaction before prescribing. Welm fulfills this through store-and-forward technology, which allows the Provider to review submitted health information, questionnaire responses, and images asynchronously in a manner that satisfies applicable state requirements. A live consultation may be requested at any time.
Patient communications are generally addressed within two (2) business days.
4. Care Protocols
Care Protocols automatically renew until canceled. Pricing and protocol availability may change with advance notice. Prescription renewals require completion of a periodic clinical review intake as directed by your Provider. Renewal is not automatic and remains subject to Provider discretion based on your updated health status.
Clinical Renewal Requirement
Renewal billing authorizes continuation of your Care Protocol but does not guarantee issuance of a prescription. No prescription will be issued and no medication will be dispensed until the required renewal intake has been completed and your Provider has determined that continued treatment remains clinically appropriate. Continued treatment remains subject to the independent clinical judgment of your Provider.
If a required renewal intake remains incomplete for fourteen (14) calendar days following renewal billing, Welm will automatically refund the applicable renewal payment in full and place the subscription on Protective Suspension until the patient requests reactivation. See Section 3c of the Subscription & Refund Policy for full details.
5. Subscription Hold Option
Patients may request a Hold to pause their Care Protocol instead of canceling. A Hold suspends billing and shipment without terminating enrollment and remains in effect until the patient reactivates the subscription; billing and shipments do not resume automatically. Hold requests must be submitted at least seven (7) days before the next refill processing date to take effect for that billing cycle. Billing and shipments resume only after the patient reactivates through the patient portal or by contacting [email protected], at which point the next billing cycle begins and standard renewal requirements, including any required renewal intake, apply. Welm may limit the number of Hold periods per calendar year and may modify or discontinue the Hold option with thirty (30) days’ advance notice.
6. Billing & Failed Payments
By enrolling, you authorize recurring billing. Failed payments may be retried up to three (3) times over a seven (7) day period.
7. Cancellation & Refunds
Cancellation requests must be submitted at least seven (7) days before refill processing. Prescription products are non-refundable once shipped. Provider fees are non-refundable once clinical review begins, except that medically denied patients receive a full refund of fees paid for the applicable cycle, including any Provider fee, with no processing fee deducted.
8. Compounded Medications
Certain medications dispensed through Welm, including semaglutide and tirzepatide formulations, are compounded drug products. Compounded products are not FDA-approved. The FDA does not evaluate compounded products for safety, effectiveness, or quality. Patients should discuss risks and benefits with their Provider before use.
9. Communications
You consent to receive emails, SMS messages, refill reminders, and operational communications from Welm.
10. Limitation of Liability
Welm is not responsible for medical decisions, shipping delays, pharmacy inventory issues, or treatment outcomes. Providers are independent contractors and not agents or employees of Welm. To the fullest extent permitted by applicable law, Welm disclaims all liability for indirect, incidental, special, consequential, or punitive damages. Nothing in these Terms limits liability for gross negligence, willful misconduct, or fraud.
11. Arbitration Agreement; Governing Law
Informal Resolution First
Before initiating arbitration, you and Welm agree to first attempt to resolve any dispute informally. Send written notice describing the dispute to [email protected]. Welm will have thirty (30) days from receipt to attempt resolution.
Binding Arbitration
If not resolved, either party may elect final and binding arbitration administered by the American Arbitration Association (“AAA”) under the AAA Consumer Arbitration Rules before a single arbitrator in Harris County, Texas, or by videoconference. These Terms are governed by Texas law, except to the extent preempted by federal law.
CLASS ACTION WAIVER. YOU AND WELM AGREE THAT ANY DISPUTE WILL BE BROUGHT ONLY IN AN INDIVIDUAL CAPACITY AND NOT AS A CLASS, COLLECTIVE, REPRESENTATIVE, MASS, OR CONSOLIDATED ACTION. THE ARBITRATOR MAY NOT PRESIDE OVER ANY CLASS, COLLECTIVE, REPRESENTATIVE, MASS, OR CONSOLIDATED PROCEEDING.
JURY TRIAL WAIVER. TO THE FULLEST EXTENT PERMITTED BY LAW, YOU AND WELM KNOWINGLY AND VOLUNTARILY WAIVE ANY RIGHT TO A TRIAL BY JURY IN ANY ACTION, PROCEEDING, OR COUNTERCLAIM ARISING OUT OF OR RELATING TO THESE TERMS OR WELM SERVICES.
Severability
If any portion of this arbitration agreement is found unenforceable, the unenforceable portion will be severed and remaining provisions remain in full force. If the class action waiver is found unenforceable under the law of the state in which you reside, only that provision will be severed.
Contact
Email: [email protected].