Managing Your Billing and Subscription: Everything You Need to Know

At Science & Humans, we operate on a subscription-based model to ensure you receive continuous clinical oversight. Understanding how this is structured will help you manage your healthcare costs effectively.

The Two-Tier Cost Structure It is important to distinguish between your Program Fee and your Medication Cost:

1. The Program Fee (Paid to S&H): This covers your medical consultations, unlimited messaging with the care team, the generation of your bloodwork requisitions, and the ongoing clinical management of your file.

2. The Medication Cost (Paid to the Pharmacy): This is the cost of the physical medication. If you use our partner pharmacy, they will bill the card on file once the NP issues the prescription. If you use a local pharmacy, you will pay them directly at the counter.

Subscription Tiers and Credits Depending on your plan, you may be billed quarterly, semi-annually, or annually.

• Automatic Renewals: Your subscription will automatically renew at the end of your billing cycle to prevent any lapse in your medical oversight.

• Applying Credits: If you have been issued a promotional credit (for example, a $50 or $100 referral or goodwill credit), this will be applied automatically to your next scheduled billing event. You can see your "Credit Balance" in the Billing section of your portal.

The Cancellation and Refund Policy We strive for total transparency in our billing.

• Notice Period: If you wish to cancel, we require notification at least 1 business days before your next billing date. This allows us to process the paperwork and ensure no further charges are triggered.

• Refunds: Once a consultation has been performed or a prescription has been issued, the program fee is generally non-refundable as the clinical work has already been completed.

• Pausing Your Plan: If you have a surplus of medication (due to travel or a late start), you can request a one-time "billing push." This moves your next payment and appointment date forward to align with your actual medication supply.

Updating Your Information You can update your credit card or billing address at any time . If a payment fails, our system will attempt to re-charge the card over the next few days; however, your access to messaging and new prescriptions will be temporarily paused until the balance is resolved.

3. The Shipping and Delivery Timeline: From Prescription to Doorstep

We know that once you’ve decided to start your health journey, you want to begin as soon as possible. Here is a detailed breakdown of the logistics involved in getting your medication delivered.

Stage 1: The Clinical Review (24–48 Hours) The process does not end the moment your video call finishes. After the consultation:

• The NP completes your clinical notes.

• The prescription is sent to our Medical Director for a final safety audit.

• Once approved, the digital script is transmitted to the pharmacy.

Stage 2: Pharmacy Fulfillment (2–4 Business Days) The pharmacy does not simply pull a box off a shelf.

• Quality Control: Pharmacists must verify the dosage and, in the case of compound creams (bHRT), create the formula specifically for you.

• Insurance Coordination: If you have provided insurance information, the pharmacy will attempt to coordinate benefits, which can sometimes add 24 hours to the process.

• Packaging: Medications are packed in discreet, unbranded packaging to protect your privacy.

Stage 3: Shipping & Cold-Chain Logistics Shipping times depend on the type of medication you are receiving:

• Non-Refrigerated (Creams/Pills): These are sent via standard trackable courier. You can expect delivery within 3–5 business days of the pharmacy shipping the order.

• Cold-Chain (Injections): Medications like Mounjaro or Ozempic require refrigeration. These are shipped in insulated containers with medical-grade gel packs. To minimize the time the package spends in transit, these are typically shipped via Priority Overnight and are only dispatched Monday through Thursday to avoid sitting in a courier warehouse over the weekend.

Stage 4: Tracking and Receipt

• Tracking Numbers: You will receive a tracking link via email the moment your label is created (depending on your pharmacy). Please note that it may take up to 12 hours for the courier's website to show the first "scan."

• Signatures: Due to the nature of prescription medication, a signature is often required. If you are not home, the courier will leave a notice.

• Damaged Shipments: In the rare event that your package arrives damaged or the "cool-to-the-touch" seal on a refrigerated item is broken, take a photo immediately and contact our support team. We will coordinate with the pharmacy to ensure a replacement is sent.