Terms and Conditions

1. Acceptance of Terms

Welcome to PlexusDx, Inc.’s website, plexusdx.com, including any related pages, features, content, products, services, communications, portals, and tools made available by PlexusDx, Inc. or its partners, collectively referred to in these Terms as the “Site” or the “Services.” Throughout these Terms, “PlexusDx,” “we,” “us,” and “our” refer to PlexusDx, Inc., and “you” refers to the person accessing or using the Services.

By accessing the Site, creating an account, purchasing a product or service, submitting an intake form, using a telehealth-related workflow, receiving a test kit, viewing results, or otherwise using the Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you may not use the Site or Services.

We may update these Terms from time to time. Changes are effective when posted on the Site or otherwise made available to you. Your continued use of the Services after updated Terms are posted constitutes acceptance of the updated Terms.

2. Services Covered

PlexusDx provides a precision wellness platform that may include educational content, at-home genetic testing, at-home blood biomarker testing, personalized reports, wellness recommendations, personalized supplement services, telehealth-related program navigation, care coordination, and access to third-party providers, pharmacies, laboratories, technology platforms, and service providers.

Depending on the product or service you select, the Services may involve one or more of the following:

• Purchase, activation, and use of at-home genetic or biomarker test kits.
• Collection, processing, interpretation, and presentation of genetic, biomarker, or self-reported information.
• Educational wellness insights, including nutrition, lifestyle, supplement, medication-related, weight management, hormone, longevity, or peptide-related information.
• Personalized supplement services, if offered and purchased.
• Telehealth intake, provider review, eligibility assessment, care coordination, prescription review, pharmacy fulfillment, and related communications where available.
• Third-party technology and patient portal workflows, including workflows powered by CareValidate or other service providers.

Some Services are provided directly by PlexusDx, while others may be provided by independent third parties. Your use of third-party services may be subject to additional terms, privacy policies, consent forms, medical intake forms, telehealth consent forms, pharmacy terms, laboratory terms, or patient portal terms.

3. Telehealth, CareValidate, and Third-Party Providers

PlexusDx may make telehealth-related services available through CareValidate, third-party healthcare provider networks, independent licensed healthcare professionals, pharmacies, laboratories, and other service providers. These third parties may operate separate patient portals, intake workflows, scheduling tools, medical record systems, pharmacy systems, or communications tools.

PlexusDx does not itself practice medicine, diagnose medical conditions, prescribe medications, dispense medications, operate as a pharmacy, or make final clinical decisions. Any diagnosis, treatment recommendation, prescription, dosage decision, follow-up care, contraindication assessment, or determination of medical eligibility is made by an independent licensed healthcare provider exercising professional medical judgment.

Using the Site, completing a questionnaire, purchasing a telehealth-related product, or starting a routing or eligibility workflow does not guarantee that a provider will accept you as a patient, determine that treatment is appropriate, issue a prescription, approve a refill, continue treatment, or recommend any particular medication or protocol.

You agree to provide complete, current, and accurate information in all intake forms, questionnaires, consultations, communications, and follow-up interactions. Failure to provide accurate information may affect clinical eligibility, prescription decisions, safety, fulfillment, refunds, or access to Services.

4. No Medical Advice or Emergency Services

Except for clinical services provided directly by licensed healthcare providers through a provider network or telehealth workflow, information available on the Site is provided for general educational and informational purposes only. It is not a substitute for professional medical advice, diagnosis, treatment, or emergency care.

Always seek the advice of a physician, pharmacist, or other qualified healthcare provider with questions about a medical condition, medication, test result, supplement, weight management program, or health decision. Do not disregard professional medical advice or delay seeking care because of information you read on the Site.

If you believe you may have a medical emergency, call 911 or seek emergency medical care immediately. PlexusDx does not provide emergency care, urgent care, crisis response, or real-time clinical monitoring.

5. Eligibility and U.S. Availability

You represent that you are at least 18 years old and have the legal right and ability to agree to these Terms. The Services are intended for use by adults residing in the United States, where the Services are legally available.

Telehealth, pharmacy, medication, testing, and shipping availability may vary by state, provider licensure, pharmacy licensure, laboratory availability, product type, clinical eligibility, inventory, regulatory requirements, and operational constraints. PlexusDx may limit, suspend, or discontinue availability of any Service in any location at any time.

Unless expressly stated otherwise, products and services are not offered for sale, shipment, or use outside the United States. You are responsible for complying with all applicable laws in your jurisdiction.

6. Medication and Prescription Program Disclosures

Telehealth-related programs may involve provider review for prescription medications, compounded medications, branded medications, peptide-related medications, weight management medications, or other therapies when clinically appropriate and legally available. Medication availability, formulation, dosage, route of administration, refill timing, and continuation of care are not guaranteed.

Provider judgment and patient responsibility

You acknowledge that any decision to prescribe, adjust, continue, discontinue, or decline medication rests solely with the treating licensed healthcare provider. You are responsible for reading all medication information, following provider instructions, asking questions, reporting side effects or changes in health status, and seeking urgent or emergency care when appropriate.

Compounded medications

Some providers may prescribe compounded medications when they determine such medications are clinically appropriate. Compounded medications are not FDA-approved. The FDA does not review compounded drugs for safety, effectiveness, or quality before they are dispensed. Compounded medications are prepared by independent state-licensed pharmacies or outsourcing facilities, as applicable, and may differ in appearance, packaging, ingredients, concentration, dosage form, labeling, and other characteristics from images or descriptions shown on the Site.

No claims of equivalence

Unless expressly stated by the applicable manufacturer or approved labeling, compounded medications should not be considered generic versions of FDA-approved branded medications. PlexusDx does not claim that any compounded formulation is equivalent to, has the same active ingredient as, or will produce the same clinical outcome as any FDA-approved drug.

Branded medications and third-party trademarks

Providers may discuss, prescribe, or route prescriptions for FDA-approved branded medications when clinically appropriate and legally available. Branded medications may be subject to separate availability, inventory, pharmacy, insurance, manufacturer, pricing, and fulfillment requirements. Ozempic, Wegovy, Zepbound, Mounjaro, and other third-party product names are trademarks of their respective owners. References to third-party medications do not imply affiliation with, sponsorship by, or endorsement from the trademark owners.

No guarantees

Individual results vary. Weight loss, symptom improvement, biomarker improvement, medication tolerance, side effect reduction, and other health outcomes are not guaranteed. Outcomes may depend on medical history, genetics, adherence, diet, activity, sleep, coexisting conditions, other medications, provider guidance, pharmacy availability, and many other factors.

7. Genetic Testing, Biomarker Testing, Reports, and Supplements

PlexusDx may offer genetic testing, blood biomarker testing, educational reports, personalized recommendations, and supplement services. These Services are designed to provide information and wellness insights, and they may not diagnose, treat, cure, or prevent disease unless expressly stated and authorized under applicable law.

Genetic and biomarker results may be influenced by sample quality, laboratory methods, available scientific evidence, reference ranges, database updates, self-reported information, and interpretation frameworks. Scientific understanding can change over time, and reports may be updated, revised, expanded, or discontinued.

Supplement recommendations and educational wellness content are not a substitute for medical care. You should consult a qualified healthcare provider before starting, stopping, or changing supplements, medications, diets, exercise plans, or treatment plans, especially if you are pregnant, nursing, have a medical condition, or take medication.

Statements about supplements, wellness products, or educational insights may not have been evaluated by the Food and Drug Administration. Supplements are not intended to diagnose, treat, cure, or prevent disease.

8. Accounts, Accuracy, and User Responsibilities

You may be required to create an account, activate a kit, complete forms, provide contact information, submit health information, use a patient portal, or verify your identity to access certain Services. You agree to provide accurate, current, and complete information and to update it as needed.

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to notify PlexusDx promptly if you suspect unauthorized access to your account or information.

You agree not to impersonate another person, submit information on behalf of another person without authorization, misuse another person’s sample, interfere with the Site, attempt unauthorized access, or use the Services for unlawful, misleading, abusive, or fraudulent purposes.

9. Payments, Subscriptions, Promotions, and Taxes

All prices are listed in U.S. dollars unless otherwise stated. You agree to pay all charges, fees, subscription amounts, shipping fees, taxes, and other amounts displayed at checkout or otherwise disclosed to you before purchase.

Payment processing may be handled by Shopify, payment processors, telehealth technology providers, or other third-party payment partners. PlexusDx does not intend to store complete payment card details on its own systems. Payment partners may have their own terms and privacy practices.

Some Services may be sold as subscriptions or recurring programs. By purchasing a subscription, you authorize recurring charges at the disclosed interval until canceled in accordance with the applicable cancellation process. Canceling a subscription prevents future charges but does not automatically refund charges that have already been processed.

Promotions, discounts, gift cards, coupons, bundles, or special offers may have additional terms, eligibility limits, expiration dates, exclusions, or restrictions. PlexusDx may modify or cancel promotions at any time to the extent permitted by law.

10. Refunds, Returns, and Cancellations

Refund eligibility depends on the type of product or service purchased. Because PlexusDx offers different types of products, including test kits, reports, supplements, telehealth-related services, and prescription-related programs, different refund rules may apply.

Unused test kits

Unused and unopened test kits may be returned within 30 days of purchase for a refund, excluding shipping costs, unless otherwise stated at checkout or on the applicable product page. To be eligible, the kit must be in its original packaging, and the activation code must not have been used. Once a kit has been used, activated, registered, shipped to a lab, or processed, it is non-refundable.

Digital reports and interpreted results

Digital reports, interpreted results, data analysis, and other information products may be non-refundable once delivered, generated, unlocked, or made available to you, unless otherwise required by law or expressly stated in a product-specific policy.

Personalized supplements

Personalized supplement orders may be non-refundable once payment is processed, formulated, packed, or shipped, because such products may be individualized and cannot be restocked or reused for safety and quality reasons.

Telehealth and prescription-related services

For telehealth-related medication programs, refunds may be available only in limited circumstances, such as a confirmed billing error or a determination during the initial provider review that you are not medically eligible for treatment, provided that you supplied accurate and complete information and no prescription, pharmacy processing, shipment, or other non-reversible fulfillment step has occurred.

Once a medical intake has been submitted, provider review has begun, a prescription has been approved, or medication has been processed or shipped by a pharmacy, the order may be non-refundable because medical, administrative, and pharmacy resources may already have been used. Prescription medications generally cannot be returned, reused, or resold after they leave the pharmacy.

Misrepresentation and omissions

You may not be eligible for a refund if medical disqualification, delay, cancellation, or safety issue results from information that was omitted, inaccurate, misleading, or inconsistent with information later disclosed to a provider, pharmacy, or PlexusDx support team.

Refund requests

To request a refund, contact PlexusDx at info@plexusdx.com with your order information. Unless otherwise required by law or stated in a product-specific policy, refund requests should be submitted within 28 days of the original payment date. Approved refunds may take time to process depending on payment processor timelines.

11. Shipping, Delivery, and Fulfillment

Shipping and fulfillment timelines vary by product type, inventory, laboratory processing, pharmacy processing, provider review, state requirements, carrier conditions, weather, holidays, and other factors outside PlexusDx’s control.

For prescription-related programs, shipment can occur only after a licensed healthcare provider determines that treatment is appropriate, issues a prescription, and the applicable pharmacy accepts and processes the order. After a pharmacy has processed or shipped medication, orders generally cannot be canceled, modified, returned, or refunded.

If a shipment is lost, delayed, damaged, or appears incorrect, contact PlexusDx support promptly. We may coordinate with the carrier, laboratory, pharmacy, or third-party partner to investigate and, when appropriate, arrange a replacement or other resolution.

Delivery estimates are estimates only and are not guarantees. PlexusDx is not responsible for delays caused by inaccurate shipping information, missed delivery attempts, carrier delays, pharmacy capacity, laboratory capacity, weather, regulatory review, supply constraints, or events outside our reasonable control.

12. Mobile Terms of Service

If you opt in to receive SMS or text messages from PlexusDx, you agree to receive recurring text messages from or on behalf of PlexusDx at the mobile number you provided. Messages may include account alerts, order updates, intake reminders, cart reminders, support messages, educational messages, promotional offers, or other service-related communications.

Your consent to receive marketing text messages is not a condition of purchase. Message frequency may vary. Message and data rates may apply. You are responsible for charges imposed by your wireless provider.

You may opt out of marketing text messages at any time by replying STOP to a text message you receive from PlexusDx, or by following the unsubscribe instructions provided in the message where available. You may receive one final message confirming your opt-out. For assistance, reply HELP where available or contact info@plexusdx.com.

Wireless carriers are not liable for delayed or undelivered messages. PlexusDx may change the short code, phone number, or messaging provider used to operate SMS services. If your mobile number changes, you are responsible for updating your information to avoid messages being sent to the wrong person.

13. Privacy, Protected Health Information, and Data Use

Your privacy is important to PlexusDx. Our collection, use, disclosure, and protection of personal information, genetic information, health information, consumer health data, and protected health information are described in our Privacy Policy and any applicable third-party privacy notices.

Depending on the Service, information may be collected or processed by PlexusDx, laboratories, pharmacies, CareValidate, healthcare provider networks, payment processors, communications providers, shipping carriers, and other service providers. Some health information may be subject to HIPAA or other privacy laws when handled by covered entities or business associates.

By using the Services, you authorize PlexusDx and its service providers to communicate with you electronically and to process information as described in our Privacy Policy, applicable consents, and applicable law.

14. User Conduct and Prohibited Uses

You agree not to use the Site or Services in any manner that:

• Violates any law, regulation, third-party right, or contractual obligation.
• Is fraudulent, misleading, defamatory, abusive, obscene, harassing, or otherwise inappropriate.
• Attempts to gain unauthorized access to systems, accounts, data, or networks.
• Interferes with the security, performance, integrity, or availability of the Site or Services.
• Uploads viruses, malware, harmful code, or automated scraping tools.
• Uses another person’s identity, account, sample, health information, payment method, or contact information without authorization.
• Promotes unsolicited advertising, spam, or commercial solicitation through the Site.

PlexusDx may suspend or terminate access to the Services, delete non-conforming content, cancel orders, decline service, or take other action if we believe these Terms have been violated.

15. Intellectual Property

The Site, Services, designs, text, graphics, logos, icons, images, videos, software, reports, educational content, product names, trademarks, service marks, and other materials are owned by PlexusDx, its affiliates, licensors, or partners and are protected by copyright, trademark, and other intellectual property laws.

PLEXUSDX and associated logos, marks, and trade dress are trademarks or service marks of PlexusDx, Inc. You may not copy, reproduce, distribute, modify, display, perform, publish, license, sell, or exploit any portion of the Site or Services without prior written permission, except as expressly permitted by these Terms or applicable law.

You may use your own results and reports for personal, non-commercial purposes, including sharing with your healthcare provider. You may not remove proprietary notices, reverse engineer reports or systems, or use PlexusDx content to build competing products or services.

16. Disclaimers, Warranties, and Limitation of Liability

The Site and Services are provided on an “as is” and “as available” basis, except as expressly stated otherwise. PlexusDx makes no express or implied warranties regarding the Site, Services, results, reports, products, content, third-party services, availability, accuracy, completeness, fitness for a particular purpose, merchantability, non-infringement, uninterrupted operation, or error-free performance.

PlexusDx does not control, endorse, guarantee, or assume responsibility for third-party providers, pharmacies, laboratories, patient portals, technology platforms, websites, manufacturers, shipping carriers, advertisers, or other third parties, even when linked from or coordinated through the Site.

To the maximum extent permitted by law, PlexusDx and its affiliates, officers, directors, employees, contractors, agents, licensors, and partners will not be liable for indirect, incidental, special, consequential, exemplary, punitive, or similar damages, including lost profits, data loss, personal injury, loss of goodwill, or business interruption, arising out of or related to your use of or inability to use the Site or Services.

Your sole remedy for dissatisfaction with the Site or Services is to stop using the Site and Services, except where a specific refund or warranty right is required by law or expressly provided in these Terms.

Force majeure

PlexusDx will not be liable for delays, failures, interruptions, or inability to perform due to events beyond our reasonable control, including natural disasters, public health emergencies, labor disputes, supply shortages, pharmacy or laboratory capacity constraints, carrier delays, cyber incidents, power outages, acts of government, war, terrorism, or changes in law or regulation.

17. Governing Law, Jurisdiction, and Miscellaneous

These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles. Any legal action related to these Terms or the Services must be filed in the courts of Delaware, unless applicable law requires otherwise. The prevailing party in any legal action may be entitled to recover reasonable attorneys’ fees and costs where permitted by law.

These Terms, together with the Privacy Policy and any product-specific, telehealth-specific, pharmacy-specific, laboratory-specific, or portal-specific terms that apply to your use of the Services, constitute the agreement between you and PlexusDx regarding the Services. If any portion of these Terms is found unenforceable, the remaining provisions will remain in effect.

PlexusDx may assign these Terms or related agreements in connection with a merger, acquisition, reorganization, sale of assets, financing, or other corporate transaction. Our failure to enforce any provision does not waive our right to enforce it later.

Notices may be provided electronically, including by email, posting on the Site, account notification, or other reasonable means. Notices sent by email are deemed received on the transmission date, unless we receive notice that delivery failed.

18. Contact Us

If you have questions about these Terms, refunds, returns, shipping, telehealth-related services, subscriptions, or your account, please contact PlexusDx:

Email: info@plexusdx.com

Website: plexusdx.com