Matrix Reformed, LLC – Refund & Payment Terms Agreement
Effective Date: 04/02/2025 — Version (1.0)

At Matrix Reformed, we provide physician-directed telemedicine services and prescription-based therapies focused on hormone optimization, longevity, and peak performance. Our services 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 Refund & Payment Terms Agreement governs all payments, subscriptions, refill requests, and one-time (à la carte) orders placed through Matrix Reformed. By submitting a request or payment for any service, you agree to the terms outlined below.

1. Subscription Terms

All TRT therapies are billed as recurring monthly subscriptions, which automatically renew unless canceled by the patient. Subscription payments cover ongoing access to licensed providers, clinical oversight, and medications as prescribed. A valid payment method is required at enrollment, and patients are responsible for maintaining sufficient funds for monthly billing.

You may cancel your subscription at any time through the secure Matrix Reformed Patient Portal.

2. Minimum Commitment for TRT Subscription Plans

TRT subscription plans require a three-month minimum commitment due to the clinical nature of the therapy and medication delivery structure. This applies to the following subscription plans:

  • Testosterone Cypionate Therapy

  • Testosterone + HCG Therapy

  • HCG + Enclomiphene Therapy

Patients enrolled in these plans will receive up to three months of medication in advance or staggered per the provider’s discretion.

If a patient cancels before completing the three-month commitment, an early cancellation fee will apply. The early cancellation fee equals the full retail price of any medications dispensed and services rendered during the commitment period.

Testosterone Cypionate Retail Price $232.00

HCG Retail Price $217.50

Enclomiphene Retail price $175.00

3. Monthly Payment Plans

We offer interest-free monthly payment options for eligible patients. Patients who cancel before fulfilling the three-month minimum commitment will be charged the applicable early cancellation fee as outlined above. Patients are responsible for ensuring successful payment processing each month.

4A. Subscription Cancellation & Refund Policy

You may cancel your subscription at any time via the Matrix Reformed Patient Portal. The following policies apply:

Order Cancellation Requests

Order cancellation is not guaranteed once an order is placed.
If your order has not yet been sent to the pharmacy for fulfillment, cancellation requests may be submitted to [email protected].

Successful Cancellations

  • Cancellation prior to initial labs being created. You will receive a 100% refund without an administrative fee.
  • Cancellation after labs have been created will incur a $50 administrative fee.
  • If your order is successfully canceled prior to pharmacy fulfillment, you will receive a refund minus a $50 administrative fee.

Fulfilled Orders

Once a prescription has been approved and processed by the pharmacy, it is non-refundable. Prescription medications are legally non-returnable and non-refundable under FDA regulations.

If you cancel prior to completing the three-month commitment, you will still be charged the early cancellation fee outlined in Section 2.

Prescription Rejection (Not A Candidate)

Important: If your provider declines your prescription request after evaluation, you will NOT receive a refund for the initial payment. Your subscription will be cancelled, and no further charges will be billed. You will not be assessed an administrative fee.

4B. Refill Orders (Pay-As-You-Go)

Matrix Reformed offers a Pay-As-You-Go option for patients who prefer flexibility outside of monthly subscriptions. These are typically used for refills or one-time requests of approved therapies.

By submitting a refill request, you agree to the following terms:

  • Your card on file will be charged immediately upon provider approval and the prescription will be sent to the pharmacy for fulfillment.

  • ALL SALES ARE FINAL. No refunds will be issued once your refill request is processed.

  • Submit your refill once only. Multiple submissions may result in duplicate processing and charges.

  • Do not call to confirm or place your order by phone after submitting the refill request. All refill orders must be submitted through the Matrix Reformed Patient Refill Portal.

  • If a virtual consultation is required before refilling your prescription, our staff will contact you within 48 hours to schedule an appointment with a licensed provider.

  • Some medications require ongoing provider oversight for safety and compliance before approval.

Important: Matrix Reformed does not directly ship or dispense medications. All medications are filled and shipped by licensed, FDA-registered U.S. compounding pharmacies. Shipping charges will be applied to all orders.

4C. À La Carte (One-Time) Orders

For patients not enrolled in a subscription, Matrix Reformed offers one-time access to therapies including TRT, HRT, peptides, and supplements on a pay-as-you-go basis.

Policies for one-time orders include:

  • Orders are billed immediately once a provider approves the prescription.

  • ALL SALES ARE FINAL upon approval and processing by the pharmacy.

  • Orders requiring a provider consultation will be scheduled by our team within 48 hours.

  • Matrix Reformed reserves the right to deny any prescription request based on medical appropriateness and compliance with federal/state laws.

  • As with all services, no refunds will be issued for processed prescriptions under any circumstances.

Fulfillment is handled through FDA-registered, U.S.-based compounding pharmacies. Shipping is added to all one-time orders.

5. Non-Refundable Products & Services

All prescription medications and services are non-refundable once the prescription is processed. This is in accordance with FDA regulations and state pharmacy laws.

6. Lost Package Policy

If your package is lost in transit, Matrix Reformed will investigate with the shipping carrier and reship your order as needed. We do not ship refrigerated products, so delays will not compromise product integrity.
For assistance with lost packages, contact our patient care team at (813) 333-2226 or [email protected].

7. Chargeback Policy

Chargebacks should only be used as a last resort. If you experience an issue, you must first attempt to resolve it with Matrix Reformed.

Before filing a chargeback, you must:

  1. Contact us at [email protected] or text/call (813) 333-2226 with details of your issue.

  2. Allow 5 business days for Matrix Reformed to investigate and resolve the issue.

  3. Maintain records of communication attempts.

You may only file a chargeback if:

  • You have verifiable proof of communication attempts.

  • We fail to respond within 5 business days or fail to resolve a legitimate billing issue.

Prohibited Chargeback Scenarios:
Chargebacks will be contested and may result in account termination if they are filed:

  • Without attempting resolution directly with Matrix Reformed.

  • For services that have been fulfilled per our terms.

  • In violation of our refund policy.

  • For subscription renewals where proper cancellation procedures were not followed.

Unauthorized Chargebacks may result in:

  • Immediate termination of services.

  • Administrative fees to cover chargeback costs.

  • Referral to collections for unpaid balances.

8. Governing Law & Disputes

This Agreement is governed by the laws of the State of Florida. Any disputes will be resolved exclusively in Hillsborough County, FL.

9. Contact Us

For billing or service-related concerns, contact:

Matrix Reformed, LLC
Website: 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 subscribing, submitting a refill request, or placing an à la carte (one-time) order with Matrix Reformed, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund & Payment Policy.