1. Overview
Refund eligibility depends on what was purchased, who controls fulfillment, whether professional work has begun, whether digital access has been delivered, and whether a laboratory specimen has been submitted for processing. Purchase-specific terms, signed agreements, and third-party policies may impose stricter or more specific deadlines.
This site-level policy establishes the default refund and cancellation framework for DrBradShook.com. It does not override a signed consulting agreement, informed consent, purchase-specific policy, Fullscript policy, laboratory policy, or rights that cannot legally be waived.
When a more specific written agreement or purchase term addresses the same issue, that more specific term controls to the extent permitted by law.
2. Consulting and Professional Services
Fees for consultations, case review, record review, laboratory review, interpretation, recommendation development, coaching, follow-up, or other professional services are earned as the applicable professional work is performed.
Once a scheduled service has occurred or substantive professional work has begun, the portion of the fee attributable to that work is nonrefundable except where required by law or expressly stated otherwise in a signed agreement.
Cancellation, rescheduling, deposit, no-show, late-arrival, recommendation-review, and other timing rules for individualized consulting are governed by the applicable Practice Better agreement or other signed service agreement. Those specific rules control over this general policy.
Submitting an Application for Care does not by itself create a purchase, guarantee acceptance for consulting, or create a right to a refund for a separate product or service.
3. Fullscript Supplement Purchases
Supplements associated with DrBradShook.com or Brad Shook's functional medicine practice are fulfilled through Fullscript unless expressly stated otherwise. This applies to purchases by existing consulting clients and to public or self-directed supplement protocol purchasers.
Fullscript controls order processing, payment processing, inventory, shipping, order modifications, cancellations, returns, replacements, product-quality complaints, and other fulfillment matters governed by Fullscript's current policies. Because Fullscript may begin processing orders quickly, orders may become non-modifiable or non-cancelable shortly after purchase.
DrBradShook.com does not independently guarantee a refund, return, replacement, shipping credit, or order modification for a Fullscript transaction when Fullscript controls that decision. Purchasers are responsible for reviewing their cart, product selection, quantities, shipping information, and current Fullscript terms before completing an order.
For additional rules governing supplement purchases and use, review the Supplement Purchase & Use Terms.
4. Laboratory Testing and Related Fees
Laboratory Testing for Existing Consulting Clients
Laboratory testing ordered for an existing consulting client may be processed through Fullscript or another expressly identified laboratory platform as part of the client's individualized consulting relationship. The laboratory charge, any professional review fee, and any follow-up service are separate components unless the applicable signed agreement or service description states otherwise.
Refund eligibility for the laboratory portion is governed by the current policy of Fullscript, the laboratory, or other provider that controls the order. Professional fees for case review, laboratory interpretation, consultation, or other work performed by Dr. Shook are governed separately by the client's signed agreement and are generally nonrefundable once that professional work has been performed.
Public or Standalone Laboratory Purchases
If DrBradShook.com later offers laboratory testing directly to individuals who are not active consulting clients, the specific purchase page or checkout terms will define what is included, any practitioner review or interpretation fee, the communication method, and the applicable refund rules.
When Fullscript's standard laboratory refund policy applies, an eligible lab order may generally be canceled within 90 days of purchase only if the specimen has not been submitted to the laboratory for processing. For specialty test kits, this generally means before the kit is shipped back to the laboratory. For collection-site testing, eligibility may end before the scheduled specimen-collection appointment.
Once a specimen has been submitted for processing, refunds are generally limited to unusual circumstances such as specimen problems, laboratory errors, or significant delays, subject to Fullscript's then-current policy. Certain charges, including some shipping, service, collection, or authorization-related fees, may be nonrefundable.
If a laboratory order is provider-paid, the provider may be responsible for requesting the refund from Fullscript and returning any approved amount to the purchaser. If a custom practitioner fee is attached to a Fullscript laboratory order, the refundable portion of that fee is determined by Fullscript's then-current policy.
Because third-party laboratory policies can change, the policy in effect for the applicable order controls. DrBradShook.com does not promise a refund beyond what the controlling third-party policy, purchase-specific terms, signed agreement, or applicable law requires.
5. Digital Products, Courses, and Self-Guided Programs
Unless a specific offer states otherwise in writing, fees for digital products, downloadable resources, courses, memberships, and self-guided programs are nonrefundable once access has been delivered, credentials have been issued, files have been made available, or the program has otherwise been substantially fulfilled.
If a specific sales page, checkout page, order confirmation, or program agreement provides a different refund period or eligibility rule, that specific written term controls.
The words lifetime access, when used, do not guarantee that a particular platform, technology, support group, bonus, vendor, or third-party service will remain available indefinitely unless the applicable written offer expressly says otherwise.
6. Physical Products Sold Directly by DrBradShook.com
If DrBradShook.com directly sells and ships a physical product, the return and refund terms shown at the time of purchase control. Eligibility may depend on timing, condition, whether the product has been opened or used, shipping costs, and health or safety restrictions.
Products purchased through Fullscript, a laboratory, manufacturer, retailer, or another outside seller are not treated as products directly sold and shipped by DrBradShook.com and remain subject to the applicable third party's return and refund policy.
7. Duplicate, Incorrect, or Unauthorized Charges
If you believe you were charged twice, charged an incorrect amount or billed for something you did not authorize, contact us promptly using the current contact information on DrBradShook.com. We will review the transaction and correct verified billing errors when appropriate.
For security, do not send complete payment-card numbers, passwords or sensitive health information through ordinary email or unsecured messaging.
8. How to Request a Refund or Billing Review
Refund, cancellation, or billing-review requests must be submitted through the contact method designated for the applicable service or transaction and must be received within the deadline stated in the controlling agreement or third-party policy. A request sent after the applicable deadline is not eligible merely because it was later reviewed or acknowledged.
Include enough information to identify the transaction, such as your name, purchase date, item or service purchased, and the reason for the request. Do not include complete payment-card numbers, passwords, or unnecessary sensitive health information.
Submitting a request does not suspend an applicable deadline, guarantee approval, or create a right to a refund. Eligibility is determined by the written terms, fulfillment status, professional work already performed, third-party charges, and applicable law.
9. Exceptions, No Waiver, and Discretionary Refunds
Nothing in this policy limits rights that cannot legally be waived. DrBradShook.com may choose to issue a refund, credit, replacement, accommodation, or other exception in a particular circumstance even when it is not otherwise required.
Any exception is discretionary and applies only to that specific transaction. It does not modify this policy, waive a deadline, create a precedent, or create a right to the same exception for another purchase, service, or person.
An email, text message, telephone conversation, scheduling accommodation, customer-service response, or other informal communication does not change the written refund terms unless the practice expressly agrees in writing to modify the applicable term.
11. Changes to This Policy
This policy may be updated as services, programs, vendors, Fullscript policies, laboratory policies, business practices, or legal requirements change. The current version will be posted on this page with a revised effective date.
A completed transaction remains subject to the purchase-specific terms, signed agreements, and third-party policies applicable to that transaction unless the parties agree otherwise in writing or applicable law requires a different result.
12. Contact
If you have a refund, cancellation, or billing question, use the current contact information or transaction-specific support method provided through DrBradShook.com, Practice Better, Fullscript, or the applicable third-party provider.
If the matter is controlled by Fullscript or another third party, you may be directed to that provider's support process. If your question concerns care rather than a completed purchase, use the appropriate client communication channel or the public Application for Care.
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