Terms of Service

Effective September 30, 2026
Last updated October 5, 2026

These Terms of Service govern your use of the PlexusDx platform and services operated by PlexusDx, Inc. PlexusDx provides technology, administrative, payment, support, and care-coordination services. Independent clinical care is provided by Lone Star Virtual Health. Licensed partner pharmacies dispense prescriptions when issued by an independent clinician. The telehealth platform used for these services is Bask Health.

Eligibility and clinical relationship

You must be at least 18 years old to use PlexusDx. Service availability depends on clinical eligibility, provider and pharmacy licensure, and applicable law. Lone Star clinicians independently control medical evaluation, diagnosis, treatment recommendations, prescribing, dose changes, continuation, and discontinuation. PlexusDx does not practice medicine and does not guarantee that any patient will qualify for treatment.

PlexusDx facilitates access to compounded prescription medications when an independent clinician prescribes them. They include compounded semaglutide and compounded tirzepatide for weight management, and other compounded medications such as NAD+, sermorelin, PT-141 (bremelanotide), glutathione, lipotropic injections (MIC with vitamin B12, and Lipo-C), methylene blue, GHK-Cu cream, and ondansetron. The medications currently offered, with their forms (such as injections, orally disintegrating tablets, or topical creams) and prices, are listed on the PlexusDx website. A medication is available only while it is listed there, and offerings may change.

Compounded drugs are not FDA-approved, and FDA does not review them for safety, effectiveness, or quality before they are sold. They are not the same products as FDA-approved branded drugs. Some medications may be prescribed for a use that FDA has not approved; your clinician decides whether a medication is appropriate for you. Formulations and additional ingredients may vary by pharmacy and fill. If a prescription is appropriate, you may request a pharmacy of your choice, subject to availability and legal requirements. Otherwise, a dispensing pharmacy is assigned; assignment may depend on licensure, location, formulation, availability, capacity, and other operational considerations.

Plans, pricing, and included services

PlexusDx is self-pay and does not bill health insurance. Advertised plan prices include independent provider care, clinically required synchronous consultations, ongoing provider oversight, prescribed compounded medication, pharmacy dispensing, applicable injection supplies, shipping, and PlexusDx platform and support services. There is no separate membership fee.

Outside laboratory testing, emergency or specialist care, in-person services, patient-caused replacement medication, extraordinary early-fill costs, and applicable taxes or government charges are not included unless expressly stated.

For the same medication and plan, your price does not increase solely because your Lone Star clinician changes your prescribed dose. You may not select or change your own dose. Switching medications moves you to the applicable price for the new treatment.

Three-, six-, and twelve-month plans are prepaid in full after clinical approval. Any monthly-equivalent price is for comparison; the full prepaid amount is charged upfront. Dispensing cadence may vary by prescription, medication, dose, pharmacy, formulation, and clinical instructions. One-month plans renew monthly. Three-, six-, and twelve-month plans renew for the same respective term.

PlexusDx accepts eligible HSA/FSA payment methods and can provide itemized documentation. Individual eligibility and reimbursement are determined by the applicable plan administrator and law.

Payment and no charge unless approved

You provide and authorize a payment method during enrollment. PlexusDx and its payment processors may verify that payment method. The treatment charge is not captured until Lone Star approves treatment. If Lone Star does not approve treatment, you owe $0. If more clinical information is requested, you remain uncharged while the intake is pending. Once treatment is approved, the applicable plan charge may be captured even though pharmacy preparation and shipment occur afterward.

Automatic renewal and pricing

Plans automatically renew for the same plan term at the patient's existing price unless canceled or paused. PlexusDx will not increase an active patient's renewal price unless the patient affirmatively agrees to the new price before renewal. If a proposed increase is not accepted, PlexusDx may continue the existing price or provide at least 30 days' notice that the legacy plan will not renew.

PlexusDx provides advance renewal reminders for prepaid plans and annual automatic-renewal reminders as applicable. Renewal notices identify the upcoming charge and provide a direct plan-management path. Promotional or introductory pricing applies only as stated in the specific offer and does not become the ongoing renewal price unless expressly promised.

If a renewal payment fails, new fulfillment is paused while reasonable retry attempts may continue for up to 30 days. If payment remains unresolved, the subscription may be canceled.

Cancellation and pause

You may cancel or pause future renewal through the self-service portal at any time before the next renewal charge is processed. Email or support cancellation requests should be submitted at least three business days before renewal to ensure processing. Successful cancellation and pause actions receive electronic confirmation.

Canceling a prepaid plan stops the next renewal; it does not create a prorated refund of the current prepaid term. Already-paid treatment remains available through the term, subject to continued clinical appropriateness. Pausing freezes future billing, fulfillment, remaining prepaid treatment time, and the renewal clock while preserving the existing plan price. There is no fixed maximum pause. Resuming may require Lone Star clinical reassessment. Unused prepaid treatment time remains available even if future renewal has been canceled.

Cancellation before pharmacy transmission

Before provider approval, you may withdraw and owe $0. After approval, if the prescription has not yet been transmitted to the dispensing pharmacy, PlexusDx will cancel the order and provide a full refund upon timely request. Once a prescription has been transmitted to a pharmacy, it cannot be canceled or refunded merely because the patient subsequently changes their mind, cancels, or pauses the plan. Additional exceptions are described in the Refund & Cancellation Policy.

Clinical follow-up and fulfillment

Lone Star generally may prescribe up to six months of treatment when clinically appropriate. Treatment beyond the active prescription period requires appropriate renewed clinical review. PlexusDx will prompt prepaid patients in advance of prescription expiration. If a required review is not completed, fulfillment pauses and unused prepaid treatment time is preserved.

Patients may request dose or medication changes, but Lone Star must approve clinical changes. Patients should promptly report side effects, allergies, pregnancy, new medications, and material health changes through the appropriate clinical channel.

After provider approval, the assigned pharmacy typically prepares and ships within 3–5 business days. Standard prescription shipments use UPS 2nd Day Air after UPS takes possession and have no separate shipping charge. No signature is required. Patients must provide a valid physical street address, monitor tracking, and promptly retrieve medication.

If a prescription has not shipped, meaning UPS has not taken possession, within 10 business days after pharmacy transmission, you may request cancellation and a full refund unless you affirmatively choose to continue waiting.

Refunds and treatment changes

Approved refunds are processed by PlexusDx within 3–5 business days; your financial institution may require additional time to post the credit. If Lone Star medically discontinues treatment, PlexusDx refunds unused, not-yet-dispensed prepaid months at the monthly-equivalent rate actually paid. The same framework applies when PlexusDx can no longer legally or operationally provide remaining treatment and no clinically appropriate alternative is accepted.

For an approved medication switch, unused prepaid value is applied as a dollar credit toward the new treatment. You pay any additional amount. Excess value remains as PlexusDx account credit. The new medication uses its applicable plan price. Referral or promotional credit is not redeemable for cash.

Patient responsibilities

You must provide truthful and complete identity, location, and health information; protect your account credentials; and accurately disclose allergies and clinically relevant information. You may not impersonate another person, obtain prescription medication for someone else, create an account for a minor, falsify medical information, manipulate prescriptions, interfere with the platform, commit fraud, threaten staff or clinicians, or sell, share, transfer, or divert prescription medication.

Communications, AI, and electronic records

PlexusDx may use authorized AI and automated systems for administrative and operational functions such as support triage, non-clinical responses, order, pharmacy, shipping and billing assistance, workflow administration, quality assurance, summarization, and escalation. These systems do not independently diagnose, prescribe, select medication, approve dose changes, or make individualized treatment decisions.

Necessary service communications may be sent electronically. Promotional SMS requires separate affirmative consent and is not a condition of care. Your affirmative electronic actions, including applicable checkboxes and acceptance buttons, constitute electronic signatures where permitted. PlexusDx may provide agreements, receipts, renewal notices, cancellation confirmations, and other records electronically.

Disputes

These Terms are governed by Delaware law except where non-waivable law requires otherwise. Before formal proceedings, the parties will attempt informal resolution for 30 days after written notice. Except for eligible small-claims matters and disputes that cannot legally be arbitrated, covered disputes will be resolved by binding individual arbitration administered by the American Arbitration Association under its applicable consumer rules. You may opt out of arbitration by sending written notice to support@plexusdx.com within 30 days after first accepting these Terms. Class, collective, consolidated, and representative proceedings are waived to the extent legally enforceable.

Limitations and miscellaneous

To the maximum extent permitted by law, PlexusDx will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages. PlexusDx's aggregate direct liability will generally not exceed the greater of $500 or the amount you paid PlexusDx during the 12 months preceding the event giving rise to the claim. These limitations do not apply where prohibited by law.

PlexusDx is not responsible for reasonable delays caused by events outside its control, including pharmacy shortages, carrier disruption, severe weather, technology outages, cyberattacks, natural disasters, government action, regulatory change, ingredient shortages, labor disruption, or public-health emergencies. Applicable refund protections remain available when PlexusDx ultimately cannot provide remaining prepaid treatment.

These Terms and the PlexusDx policies incorporated into them govern the PlexusDx platform relationship. They do not replace Lone Star's clinical agreements, telehealth consent or Notice of Privacy Practices, pharmacy-specific notices, or separately stated promotional or referral terms. If one provision is unenforceable, the remainder continues in effect. Provisions that by their nature should survive termination will survive.

Contact

PlexusDx, Inc.
6110 McFarland Station Drive, #604
Alpharetta, GA 30004
support@plexusdx.com