Matrix Reformed, LLC – Payment, Subscription & Refund Terms

Effective Date: 02/01/2026

Version: 3.0

Matrix Reformed, LLC provides physician-directed telemedicine services and prescription-based therapies focused on hormone optimization, longevity, and overall health. Services may include Testosterone Replacement Therapy (TRT), Hormone Replacement Therapy (HRT), peptides, and pharmaceutical-grade supplementation.

We prioritize transparent pricing, streamlined access to expert care, and clearly defined policies that protect both patients and providers.

This Agreement governs all payments, subscription plans, refill requests, and one-time (à la carte) purchases made through Matrix Reformed. By enrolling, submitting payment, or requesting services, you agree to the terms below.

1. Subscription Plans & Billing Structure

Matrix Reformed offers the following subscription options:

  • Monthly Subscription Plans
  • 6-Month Subscription Plans
  • 12-Month Subscription Plans

All subscription plans provide access to physician-directed medical services delivered over the selected plan term and may include provider oversight, lab testing (as clinically indicated), medications, supplies, and care coordination.

  • A valid payment method is required at enrollment and must remain on file.
  • Monthly plans renew automatically unless canceled per policy
  • 6-Month and 12-Month plans are billed according to the selected term and do not convert to month-to-month unless explicitly stated

Patients are responsible for maintaining sufficient funds. Declined transactions must be resolved within 48 hours. Failure to do so may result in a $15 late fee, service interruption, or termination. Outstanding balances remain the patient’s responsibility.

2. Clinical Nature of Services

You acknowledge that subscription fees are charged for access to and delivery of medical services, not solely for medications.

Clinical services may include, but are not limited to:

  • Medical intake and chart review
  • Provider evaluation and treatment planning
  • Lab ordering and interpretation
  • Ongoing monitoring and follow-up
  • Medication management and care coordination

Services may be rendered at different intervals throughout the plan term. Once clinical services are initiated, the applicable subscription period is considered earned.

3. Cancellation Policy

Monthly Plans

Monthly subscriptions may be canceled at any time with a minimum of 14 days’ notice. Charges already processed are non-refundable once clinical services have begun.

6-Month & 12-Month Plans

6-Month and 12-Month plans represent a commitment to care over the selected term. Early cancellation does not entitle the patient to a refund for unused time.

Upon early cancellation:

    • Fees already paid remain non-refundable
    • Any remaining balance may be applied as a non-transferable account credit

    4. Refund Policy

    All subscription fees are non-refundable once clinical services have been initiated, except in the limited circumstance outlined below.

    Not a Clinical Candidate (Limited Refund Exception)

    If, after provider evaluation, Matrix Reformed determines that a patient is not a clinical candidate for services, the patient is eligible for a refund of amounts paid, less a $59.00 onboarding fee.

    The onboarding fee covers administrative and clinical costs, including intake processing, chart review, provider evaluation, and care coordination, and is non-refundable.

    Upon issuance of this refund:

    • The subscription will be canceled
    • No further charges will occur
    • No medications will be dispensed

    After Clinical Services Have Begun

    Once any clinical services have been initiated, including intake review, lab ordering, provider evaluation, appointment scheduling, or medication management:

    • Subscription fees are no longer refundable
    • Any remaining balances may only be applied as account credit
    • Account credits are non-transferable, non-refundable, and have no cash value

    Refunds or credits are not issued for:

    • Missed or canceled appointments
    • Failure to complete labs
    • Voluntary discontinuation of care
    • Provider-approved treatment adjustments

    5. Prescription Medications & Fulfilled Orders

    All prescription medications are non-returnable and non-refundable once approved and processed by the pharmacy, in accordance with FDA regulations and state pharmacy laws.

    Once an order has been submitted for fulfillment, it cannot be canceled or reversed.

    6. Refill Orders (Pay-As-You-Go)

    For eligible patients, Matrix Reformed offers refill orders outside of subscription plans.

    By submitting a refill request:

    • Your payment method will be charged upon provider approval
    • ALL SALES ARE FINAL once processed
    • Duplicate submissions may result in duplicate charges

    Refills must be submitted through the Matrix Reformed Patient Portal. Some medications require ongoing provider review prior to approval.

    Matrix Reformed does not dispense medications directly. All prescriptions are filled and shipped by licensed, FDA-registered U.S. compounding pharmacies. Shipping fees apply.

    7. À La Carte (One-Time) Orders

    One-time purchases are billed immediately upon provider approval.

    • ALL SALES ARE FINAL once approved
    • No refunds are issued for processed prescriptions
    • Orders may require a provider consultation
    • Matrix Reformed reserves the right to deny requests based on medical appropriateness or legal requirements

    Fulfillment is handled through FDA-registered U.S. pharmacies. Shipping fees apply.

    8. Lost Package Policy

    If a package is lost in transit, Matrix Reformed will investigate with the carrier and reship as appropriate.

    Matrix Reformed does not ship refrigerated products; shipping delays do not compromise product integrity.

    Contact:

    9. Chargeback Policy

    Chargebacks should only be used as a last resort.

    Before initiating a chargeback, you must:

    • Contact Matrix Reformed at [email protected]
    • or (813) 333-2226
    • Allow 5 business days for resolution

    Maintain records of communication attempts

    Chargebacks filed:

    • Without prior resolution attempts
    • For services rendered per these terms
    • In violation of cancellation or refund policies
    • may be contested and may result in service termination, administrative fees, or referral to collections.

    10. Governing Law & Venue

    This Agreement is governed by the laws of the State of Florida. All disputes shall be resolved exclusively in Hillsborough County, Florida.

    11. Contact Information

    Matrix Reformed, LLC

    Website: https://www.matrixreformed.com

    Phone: (813) 333-2226

    Email: [email protected]

    Patient Portal: https://matrixreformed.md-hq.com/log_in

    Hours: Monday–Friday, 8:30 AM – 5:30 PM EST

    Customer Acknowledgment

    By enrolling in a subscription plan, submitting payment, or placing an order with Matrix Reformed, you acknowledge that you have read, understood, and agreed to these Payment, Subscription, and Refund Terms.