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Refund and cancellation policy

Eir Services Group, LLC d/b/a Timber Health

Effective Date: October 02, 2026 | Last Updated: October 02, 2026 | Version 1.7

1. Overview and Scope

  1. This Refund & Cancellation Policy (this "Policy") describes how payments, refunds, cancellations, and returns work for programs and services purchased from Eir Services Group, LLC d/b/a Timber Health ("Timber Health," "we," "us," or "our") through https://timberhealth.co and the related applications and services that link to it (collectively, the "Services"). This Policy is part of, and is incorporated into, the Timber Health Terms of Service, available at https://timberhealth.co. Capitalized terms not defined here have the meanings given in the Terms of Service.
  2. No patient ever pays for a prescription that is not issued. You are charged when you enroll, and if an independent licensed Provider does not approve treatment, everything you paid for the program is refunded automatically, without your having to ask.

2. What Your Payment Covers; How and When You Are Charged

  1. When you enroll in a program, your payment method is charged at checkout for the program price presented to you. That price covers your clinical evaluation by an independent licensed Provider, care coordination and program services provided by Timber Health, and — where your program includes it — medication dispensed by the fulfilling pharmacy, shipping, and applicable taxes. There is no separate enrollment, evaluation, or membership fee. Timber Health may collect amounts on behalf of independent Medical Groups, Providers, pharmacies, or laboratories and remit the applicable portions to them. If you later direct a prescription to a pharmacy of your choice rather than the integrated pharmacy, the terms in "Choosing a Pharmacy Outside the Program" below apply.
  2. Laboratory panels are charged separately unless your program includes them. Every testosterone program requires quarterly laboratory testing: on the Comprehensive testosterone program the quarterly panel is included in your program price; on the other testosterone programs — and wherever a program requires a panel and you are new to it — the panel fee is shown and charged at checkout as its own itemized line, subject to the rules in Section 6. In New York and New Jersey, the laboratory bills you directly for every panel and Timber Health charges its lab service fee in place of the panel fee (Section 6).
  3. Branded weight-management medication. The weight-management program price is a flat program fee for your clinical program and support; your medication is itemized separately and passed through at the fulfilling pharmacy's cost, without markup. Because that cost depends on the strength and form your Provider prescribes, checkout charges the program's maximum medication price. Once your prescription is written, the difference between that maximum and the price of the medication actually prescribed is refunded automatically to your original payment method, and later billing cycles are charged at the price of the medication in force. You only ever pay for the medication actually prescribed.
  4. Your billing cycle starts when treatment is approved. Your renewal cycle is anchored to the date your Provider approves treatment: no renewal charge occurs while your initial evaluation is pending, and your first renewal falls one billing period after approval. The itemized price, billing frequency, renewal terms, cancellation method, and refund terms for your program are presented on the checkout review screen before you pay and are restated in the confirmation email you receive immediately after enrollment.

3. If Treatment Is Not Approved: Automatic Full Refund

  1. A prescription is never guaranteed. Whether to prescribe is decided solely by an independent licensed Provider, in the Provider's clinical judgment, after your evaluation.
  2. If the Provider determines that treatment is not appropriate for you and no prescription is issued in connection with your enrollment, the full program price you paid at checkout is refunded automatically. You do not need to request it or take any action: we initiate the refund within three (3) business days of the Provider's determination, and you receive a confirmation email when it is processed. Depending on your card issuer, the refund may take up to ten (10) business days to appear on your statement — a timeline outside our control. The same applies if the Provider declines to treat you and refers you to another source of care. A lab panel fee is refunded if your specimen was never drawn and retained if it was (Section 6).
  3. Delay is never a reason we cancel or refund. If required labs or your evaluation take longer on your side, your enrollment stays open: we do not cancel or refund on our own initiative, and no renewal charge occurs until your Provider approves treatment.

4. Delivered Services

  1. A clinical consult that concludes with an approval, and any Health & Wellness coaching session already held under a program that includes coaching, are delivered services and are nonrefundable. In every other case — clinical review not started, or a Provider decision that is a decline — the full program price is refunded as described in Section 3. If you cancel after clinical review has begun but before the Provider issues a decision, no approval issues and the full program price is refunded. Once the Provider has approved treatment and your order has been sent to the pharmacy, the current subscription period is not refundable — including where you cancel during that period or your Provider later discontinues treatment for clinical reasons; no further renewal is charged after cancellation or discontinuation.

5. Cancelling Before Clinical Review Begins

  1. If you cancel after checkout but before your clinical review has begun, the full program price is refunded automatically, and any lab panel fee is refunded if your specimen has not been drawn. Cancel through your online account or with Customer Support by chat in your account or by phone at +1 (201) 283-8474.

6. Laboratory Fees

  1. Program lab panels. Where laboratory testing is clinically required for an approval decision, the lab fee is disclosed to you before you pay and charged at checkout as a separate item. The lab fee is refunded in full if your specimen is never drawn. Once your specimen has been collected, the lab fee is nonrefundable, even if results are pending, delayed, or require repeat testing.
  2. Standalone lab panels (Lab Testing). A standalone lab panel is a one-time purchase, not a subscription; nothing renews. The panel fee is charged at checkout and follows the same rule: refunded in full if your specimen is never drawn, and retained once your specimen has been collected. Every panel is ordered by an independent licensed Provider in the Provider's clinical judgment; if no order is issued, the panel fee is refunded in full. Where a new-patient introductory price applies, the standard price and the conditions of the introductory price are shown alongside it.
  3. New York and New Jersey. State law requires the laboratory to bill you directly for laboratory services. If you are located in New York or New Jersey, every lab panel — a panel your treatment program requires and a standalone lab panel alike — is performed and billed by BioReference Laboratories: the laboratory's charge is your direct obligation to the laboratory at the laboratory's price, and in place of the panel fee Timber Health charges a separately stated lab service fee (a flat amount per lab order, shown before you pay, and the same whether or not you are a new patient); on the Comprehensive testosterone program the lab service fee is included in your program price, and the laboratory still bills you directly for the lab work. For a standalone lab panel, the physician-order fee is passed through to you at the physician group's price without markup. Package and introductory prices do not apply. The refund-if-never-drawn rule applies to the lab service fee; the laboratory's own charge is governed by the laboratory's billing terms. Standalone lab panels are not offered in Hawaii, North Dakota, Rhode Island, or Mississippi; in those three states, laboratory testing that a treatment program requires is ordered by your own outside clinician, you upload the results to your account, and no lab fee is charged by Timber Health.

7. Cancelling a Subscription; the Renewal Cutoff

  1. You may cancel a subscription at any time through your online account at https://timberhealth.co — online cancellation is available without a phone call and is at least as easy as enrollment — or with Customer Support by chat in your account or by phone at +1 (201) 283-8474. Email is not a cancellation channel: if you write to us by email, we will reply with the steps to cancel in your account, by chat, or by phone, and your cancellation takes effect when you complete it there. If you call outside support hours and leave a voicemail asking to cancel, we process it within one business day. No stated reason or survey is required, and at most one retention offer may be shown, which you can decline in a single action. We send a confirmation email when your cancellation is processed.
  2. Cancellation takes effect immediately for every future billing cycle. To support continuity of care, renewal orders enter processing — clinical review, pharmacy processing, and shipment preparation — three (3) business days before the scheduled renewal date. Cancel at least three (3) business days before your renewal date to avoid the next charge: a renewal may be cancelled, and any renewal amount already collected fully refunded, at any time up to that cutoff. If you cancel inside the three-business-day window, that renewal is already in processing and cannot be stopped — it ships and is charged, and the medication is subject to Section 10 once dispensed or shipped — but your cancellation stops every cycle after it. The cutoff is disclosed at checkout and in every pre-charge reminder.
  3. After cancellation, the current paid period runs to its end with services continuing, and you retain access to your records as described in the Terms of Service and applicable law. Cancelling a subscription does not, by itself, refund amounts already charged for the current period, except as provided in this Policy or required by law.

8. Pausing Your Program; Skipping a Shipment

  1. You may pause your subscription for up to three (3) months at a time through your online account or with Customer Support by chat in your account or by phone at +1 (201) 283-8474. Billing and shipments stop while you are paused, and your plan resumes automatically on the date you choose. Depending on the length of the pause, a clinical check-in or updated labs may be required before treatment resumes.
  2. You may also skip or delay an upcoming shipment by contacting Customer Support — by chat in your account or by phone at +1 (201) 283-8474 — as long as your prescription remains active; longer gaps may require a clinical check-in before refills resume. Pausing or skipping does not change your program price or any other term of this Policy.

9. Billing Cadence and Minimum Term

  1. Weight-management programs bill monthly. Every other treatment program bills quarterly with a three-month minimum term, and the quarterly charge is the billed amount — it is disclosed on the checkout review screen before you pay, alongside any monthly-equivalent price used in our materials. Timber Health does not offer prepaid semi-annual or annual terms. Billing frequency never changes the clinical rules: treatment remains subject to the Provider's assessment of medical necessity, periodic labs, and required consult frequency.

10. Prescription Medications Cannot Be Returned

  1. For safety reasons and as required by pharmacy law, prescription medications — including compounded, sterile, and temperature-sensitive products — cannot be returned, restocked, resold, or refunded once dispensed or shipped, except where required by law or accepted by the dispensing pharmacy. Please follow all disposal instructions provided by the pharmacy for medication you no longer use.

11. Choosing a Pharmacy Outside the Program

  1. You always have the right to have any prescription filled at a pharmacy of your choice. The Pharmacy Hub is the licensed pharmacy integrated with your program: when it fills your prescription, the medication and its shipping are handled within your program pricing.
  2. If you direct your clinician to send a prescription to a different pharmacy of your choosing, your program price is unchanged: no refund, credit, or price reduction — in whole or in part, including any medication component of the program price — is provided because you elected fulfillment outside the program. This is disclosed at checkout, before you pay, and again on the pharmacy-selection screen before your choice is confirmed.
  3. All amounts charged by your chosen pharmacy — medication cost, dispensing fees, shipping, and taxes — are solely your responsibility and are paid by you directly to that pharmacy. Timber Health does not coordinate benefits and does not interact with any commercial insurer, pharmacy benefit manager, or federal or state health care program in connection with that fulfillment; whether your chosen pharmacy accepts insurance, and any claim you choose to submit, is solely between you and that pharmacy or payor, and no reimbursement is guaranteed.
  4. Your pharmacy choice never affects the rest of this Policy: the automatic full refund where treatment is not approved applies regardless of pharmacy selection (the selection screen appears only after a prescription has been issued), and the service components of your subscription — care messaging, scheduled check-ins, and clinician follow-up — continue unchanged.

12. Damaged, Incorrect, or Temperature-Compromised Shipments

  1. Inspect every shipment on arrival. If a package arrives damaged, incorrect, tampered with, or — for refrigerated (cold-chain) medications — warm, contact Customer Support promptly — by chat in your account or by phone at +1 (201) 283-8474 — and before using the product. Refrigerated medications should be placed in refrigeration immediately on arrival per the instructions included with your shipment; if a refrigerated medication arrives warm, do not use it until you have been advised.
  2. Where a shipment issue is confirmed, we will coordinate a replacement with the dispensing pharmacy, The Pharmacy Hub, at no additional cost to you, subject to the pharmacy's professional judgment and applicable law. Replacement of controlled substances is subject to additional legal limits and may not be available; lost or stolen controlled-substance shipments may not be replaced, as described in the Terms of Service.

13. How Refunds Are Issued

  1. All refunds are issued to the original payment method used at checkout through our designated payment processor, Stripe. We initiate every refund within three (3) business days of the qualifying event — a Provider's non-approval, a pre-review cancellation, a lab panel never drawn, or a difference refund on branded medication — and you receive a confirmation email when it is processed. Depending on your bank or card issuer, a refund typically appears on your statement within ten (10) business days of initiation; that posting time is determined by your issuer. A receipt issues for every charge, and every refund generates a confirmation email. Where this Policy provides a refund that is not automatic — for example, a lab panel fee where your specimen has not been drawn — you request it the same way you cancel: in your online account, with Customer Support by chat in your account, or by phone at +1 (201) 283-8474. Email is not a channel for cancellation or refund requests, whatever your program: if you write to us by email about a refund or a cancellation, we will reply with the steps to complete it in your account, by chat, or by phone, and your request takes effect when you complete it there.

14. Renewal Notices and Disclosed Terms

  1. Renewal charges always match the terms disclosed to you at enrollment (or, if prices change, the terms disclosed to you in advance of the change as required by law, with your affirmative consent where the law requires it). We send an automated reminder before every renewal charge, timed to leave you a cancellation window before the three-business-day cutoff described in Section 7; each reminder restates the amount, the renewal date, and how to cancel, with a direct cancellation link. Where your program was purchased at a promotional price, the price that applies after the promotional period and the date of the first charge at that price are disclosed before you pay, restated in your confirmation, and restated in a reminder sent before the promotional period ends.

15. Your State-Law Rights

  1. Nothing in this Policy limits any refund, cancellation, or other right that applicable law grants you and does not allow to be waived. If any provision of this Policy conflicts with a non-waivable requirement of the law of your state, that requirement controls for you.

16. Contact Us

  1. For any question about a charge, refund, or cancellation, contact:
  2. Timber Health Support
  3. Email: support@timberhealth.co (questions only — cancellations and refund requests are completed in your account, by chat, or by phone)
  4. Phone: +1 (201) 283-8474
  5. Mail: Eir Services Group, LLC d/b/a Timber Health, 5900 Balcones Drive, Suite 100, Austin, TX 78731
  6. For pharmacy-specific questions about a dispensed medication (storage, handling, counseling), you may also contact the dispensing pharmacy, The Pharmacy Hub: 15600 NW 15th Ave, Suite C, Miami, FL 33169 | Phone: (305) 731-2318 | Fax: (305) 548-2454 | Email: support@thepharmacyhub.com.

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