Terms & Policies

Voluntary Services

We do not require memberships or subscriptions. All services provided are voluntary, and you may discontinue services at any time. We reserve the right to discontinue services with appropriate notice if you violate applicable terms, policies, or if continuation of care is no longer clinically or operationally appropriate.

Service Availability

Services are offered in all 50 US states plus DC, but availability varies by state. Some services are limited by state telehealth regulations, and some medications cannot be shipped to every state by every pharmacy.

Two limits are worth knowing before you book. New patients in Arkansas, Mississippi, New Mexico, and West Virginia must begin with a phone consult rather than an e-consult, because telehealth regulations in those states require a live visit for a new patient. Separately, pharmacy coverage differs by state and by medication.

Patient Responsibilities

You agree to provide accurate, complete, and current information regarding your health history, medications, and contact details, and to promptly update this information as needed. You understand that failure to provide accurate information may affect the safety or effectiveness of care.

Interactions With Staff & Providers

We are committed to maintaining a respectful, safe, and professional environment for patients, staff, and providers. Abusive, threatening, harassing, or inappropriate behavior—whether verbal, written, or electronic—may result in immediate dismissal from the practice.

Threats or harassment may also result in legal action when warranted. If dismissal occurs, you will receive notice using the most recent contact information you provided.

Social Media & Public Platforms

Participation in any social media group or online community associated with the practice is voluntary. Information shared on social media platforms is public and not protected under HIPAA. While we do not share patient information from social media groups, we are not responsible for the actions or content of other users.

Social media groups may be moderated, restricted, or discontinued at any time and are subject to platform-specific rules.

Use of Website & Patient Portal

By accessing our website, patient portal, or related platforms, you agree to use them solely for lawful, personal, and non-commercial purposes. You are responsible for maintaining the confidentiality of your login credentials and for all activity associated with your account.

We reserve the right to suspend or terminate access if misuse, security risks, or prohibited activity is identified.

Prohibited Conduct

You agree not to:

• Misuse the site, portal, or messaging systems
• Attempt to access systems without authorization
• Harass, threaten, impersonate, or harm others
• Submit false information or misuse support services
• Copy, distribute, or exploit site content for commercial purposes
• Interfere with security, data integrity, or platform operations

Intellectual Property

All content, materials, branding, care plans, educational resources, and platform materials are our property or that of our licensors, and are protected by intellectual property laws. Content is provided for personal use only and may not be reproduced, distributed, or repurposed without written permission.

Third-Party Services & Links

Our platforms may contain links to third-party websites, pharmacies, or services. We do not control or endorse third-party content and are not responsible for their practices, products, or services. Use of third-party services is at your own risk and subject to their terms and policies.

Modifications & Availability

We may update, modify, suspend, or discontinue website features, services, or content at any time. We do not guarantee uninterrupted access and are not liable for temporary outages, technical issues, or platform changes.

Governing Law

These Terms are governed by the laws of the State of South Carolina, without regard to conflict-of-law principles, except where the law of the state you are located in applies and cannot be waived.

The practice of medicine and the delivery of clinical care are governed by the laws of the state in which you are located at the time of service. Where that state sets a stricter standard than South Carolina, we follow the stricter standard.

Acknowledgment

By accessing services, creating an account, or using our platforms, you acknowledge that you have read, understand, and agree to these Patient Terms of Service & Practice Policies.

This Website Privacy Notice describes how Lavender Sky Health, LLC (“we,” “us,” or “our”) may collect, use, and share information when you visit our website, use our patient portal, interact with our communications, or otherwise engage with our online services (collectively, the “Services”). Questions? Please contact support@lavenderskyhealth.com.

Information We Collect

We may collect the following categories of information:

• Information you provide: name, contact details, account login information, communications, and information you submit through forms.
• Payment information: payments are processed by third-party payment processors. We do not store full payment card numbers; however, we may receive limited payment-related details (e.g., transaction status, billing address).
• Information collected automatically: IP address, device identifiers, browser type, operating system, pages viewed, timestamps, referral URLs, and similar usage data. We may collect this via cookies and similar technologies.
• Health information: If you use our patient portal or submit medical intake information, that information may constitute protected health information (PHI) and is governed by our HIPAA Notice of Privacy Practices below.

How We Use Information

• Provide and administer the Services (including account access and support)
• Communicate with you about your account or services
• Process transactions and prevent fraud
• Monitor, secure, and improve our website and systems
• Comply with legal obligations and enforce policies

How We Share Information

• Service providers that help operate our Services (e.g., hosting, security, analytics, communications, payment processors)
• Pharmacies, labs, and vendors as needed to support services you request
• Legal and regulatory authorities when required by law
• Business transfers (e.g., merger, acquisition) as permitted by law

We do not sell your medical information.

Cookies & Analytics

We may use cookies and similar technologies to operate our website and understand usage. You can control cookies through your browser settings. Disabling cookies may affect site functionality.

Your Privacy Rights

Depending on where you live, state law may give you rights over the personal information we hold about you. Where those laws apply to us, you may:

• Confirm whether we process your personal information, and request a copy of it
• Correct inaccurate personal information
• Request deletion of your personal information
• Obtain a portable copy of information you provided to us
• Opt out of targeted advertising, the sale of personal information, and profiling that produces legal or similarly significant effects
• Appeal a decision we make about your request

We will not deny you services, charge you a different price, or provide a different level of service because you exercised any of these rights.

How to make a request. Email admin@lavenderskyhealth.com with “Privacy Request” in the subject line. We will verify your identity before acting on a request, and will respond within the timeframe your state’s law requires (typically 45 days, with one permitted extension). If we deny your request, you may appeal by replying to our decision; we will respond to an appeal in writing.

Your Choices

• Marketing emails: you may opt out using the unsubscribe link or by contacting us.
• Account information: you may request updates or deletion where legally permitted.
• Location data: if collected, you can typically control this via device settings.

Text Messages

If you provide a mobile number, we may send you text messages about your appointments, orders, and account. Message frequency varies. Message and data rates may apply.

Consent to receive texts is not a condition of receiving care. You may opt out at any time by replying STOP to any message, or by contacting support. Reply HELP for help. Opting out of texts does not opt you out of email or portal messages, and we may still need to reach you about time-sensitive matters by another method.

Data Retention

We retain information as long as needed for the purposes described above, unless a longer period is required by law or necessary for legitimate business purposes (e.g., security, dispute resolution). Medical record retention is governed separately under applicable healthcare laws and our HIPAA practices.

Security

We use administrative, technical, and physical safeguards designed to protect sensitive information, and we limit access to it to the people who need it to do their work. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Minors

Our Services are not intended for individuals under 18 years of age. We do not knowingly collect personal information from, or provide services to, anyone under 18 without appropriate parental or legal consent, as permitted by law.

Your Information. Your Rights. Our Responsibilities.
This Notice describes how medical information about you may be used and disclosed, and how you can access this information. Please review it carefully.

Our Responsibilities

Lavender Sky Health, LLC is required by law to:

• Maintain the privacy and security of your protected health information (PHI)
• Provide you with this Notice of our legal duties and privacy practices
• Follow the terms of this Notice currently in effect
• Notify you promptly if a breach occurs that may compromise the privacy or security of your information

We will not use or share your information other than as described in this Notice unless you authorize us in writing. You may revoke that authorization at any time in writing.

Your Rights

Get A Copy Of Your Medical Record

You may request an electronic or paper copy of your medical record or other health information we have about you. We will provide a copy or summary within 30 days. A reasonable, cost-based fee may apply.

Ask Us To Correct Your Medical Record

You may request correction of health information you believe is incorrect or incomplete. We may deny your request but will explain the reason in writing.

Request Confidential Communications

You may request that we contact you in a specific way or at a specific location. We will accommodate all reasonable requests.

Ask Us To Limit What We Use Or Share

You may request limitations on certain uses or disclosures. We are not required to agree, except as required by law. If you pay for a service out-of-pocket in full, you may request that we not share information with your health plan for payment or operations.

Get A List Of Disclosures

You may request an accounting of disclosures made in the prior six years (excluding treatment, payment, and healthcare operations). One request per year is free.

Get A Copy Of This Notice

You may request a paper copy at any time, even if you have agreed to receive it electronically.

Choose Someone To Act For You

If you have designated a medical power of attorney or legal guardian, that person may exercise your rights once authority is verified.

File A Complaint

You may file a complaint if you believe your privacy rights have been violated. We will not retaliate against you.

How To File A Complaint

You may contact us at admin@lavenderskyhealth.com.

You may also file a complaint with:

Your Choices

For certain health information, you can tell us your preferences regarding what we share. You may choose whether we share information:

• With family, friends, or others involved in your care
• In disaster relief situations

We will follow your instructions unless sharing is required to prevent serious and imminent harm or is otherwise permitted or required by law. We will not use or share your information for marketing purposes without your written authorization.

Our Uses & Disclosures

To Treat You

We may use and share your health information with other healthcare professionals involved in your care.

To Run Our Organization

We may use and share your health information to operate our practice, improve care, manage operations, and contact you when necessary.

To Bill For Services

We may use and share your health information to bill and receive payment from health plans or other entities.

Public Health & Safety

We may share information to prevent or control disease, report adverse medication reactions, report suspected abuse or neglect, and prevent or reduce serious threats to health or safety.

Research

We may use or share de-identified information for research purposes, subject to applicable safeguards.

Legal & Regulatory Requirements

We may disclose information to comply with federal or state law, respond to legal requests, or cooperate with oversight agencies.

Other Permitted Uses

We may share information with organ procurement organizations; with medical examiners or funeral directors; for workers’ compensation, law enforcement, or government functions; and in response to court orders or subpoenas.

Substance Use Disorder Records

Records of substance use disorder diagnosis, treatment, or referral for treatment that we receive from a federally assisted substance use disorder program are protected by federal law (42 CFR Part 2) in addition to HIPAA. Where we hold records protected under Part 2:

• We will not use or disclose those records in any civil, criminal, administrative, or legislative proceeding against you without your written consent or a court order that meets the requirements of Part 2.
• Where you have given written consent, you may revoke that consent at any time in writing, except to the extent we have already acted in reliance on it.
• You may request an accounting of disclosures of Part 2 records made with your consent in the prior three years.
• You may file a complaint about a suspected violation of Part 2 with the Secretary of the U.S. Department of Health & Human Services, using the same contact information given above, and we will not retaliate against you for doing so.

Unauthorized use or disclosure of Part 2 records may carry criminal penalties under federal law.

Telehealth & Electronic Communications

We provide healthcare services through telemedicine, which may include live video visits, telephone consultations, secure messaging, electronic forms, and asynchronous communications.

As part of providing telehealth services, we may communicate with you through HIPAA-compliant platforms, the patient portal, secure email, text messaging (SMS), or other electronic means when permitted by law. These communications may involve the transmission of protected health information (PHI).

While we use reasonable administrative, technical, and physical safeguards to protect your information, no electronic communication system can be guaranteed to be completely secure.

You may request alternative communication methods or place restrictions on electronic communications by contacting support@lavenderskyhealth.com. Standard messaging or data rates may apply depending on your carrier or service provider.

Consent To Telehealth Care

Before your first visit, you will be asked to review and agree to a telehealth consent form covering how care is delivered remotely and what telehealth can and cannot do. That consent is obtained at intake and is a condition of treatment.

All of our care is delivered remotely. We are a telehealth practice and do not offer in-person visits of any kind. Telehealth is not appropriate for every condition, and if your provider determines that something needs to be evaluated in person, they will tell you and you will need to be seen by your primary care provider, an urgent care clinic, or another local in-person practice.

Minors

Our Services are not intended for individuals under 18 years of age. We do not knowingly collect personal information from, or provide services to, anyone under 18 without appropriate parental or legal consent, as permitted by law.

Changes To This Notice

We may change the terms of this Notice, and the changes will apply to all information we have about you. The updated Notice will be available upon request and on our website.

Contact Information

No Membership Or Recurring Fees

We do not charge any membership or recurring subscription fees. You may stop using our services at any time without financial penalty. You will only be charged for services or products that you actively select and pay for.

Medication Orders — Final Sale

All medication orders are final once submitted to the pharmacy. In rare and exceptional circumstances, adjustments may be requested but are not guaranteed and are subject to pharmacy acceptance and provider approval.

We are a separate entity from the pharmacies used to fulfill prescriptions and do not control pharmacy operations. Once payment is completed, the ordering process with the pharmacy begins immediately. Orders typically cannot be canceled, modified, or refunded after submission.

Medication pricing is set by the dispensing pharmacy and may change at any time without notice. We cannot issue refunds, partial refunds, or credits for invoices paid prior to a pharmacy price change.

Any concerns related to medication quality, shipping, delivery, or fulfillment must be addressed directly with the dispensing pharmacy, in accordance with the pharmacy’s policies. We are always happy to assist you in communications with the dispensing pharmacy.

Consultation Fees

We do not offer refunds for consultations that have already taken place, in respect of the consulting provider’s time.

Once payment is completed, internal processing and provider review may occur at any time. You will not be billed for any future consultations or refill requests unless you actively submit and pay for them.

Appointment Cancellations

Phone consultation cancellations, no-shows, and refunds are governed by the Rescheduling & Cancellations policy below. Virtual or electronic consultations are not eligible for refunds once submitted, whether or not provider review has occurred.

Pre-Payments

You may pre-pay toward future services in $100 increments. To apply a pre-payment to an invoice, email the invoice number to support@lavenderskyhealth.com and we will adjust the invoice.

An unused pre-payment may be refunded on request within 180 days of purchase, minus the 5% card processing fee, which is not refundable. Once a pre-payment has been applied to an invoice, it is no longer refundable.

Payment Errors

If you submit a payment in error, we may issue a refund only if the request is valid, and no order, provider review, consultation, or internal processing has begun as a result of the payment.

If a refund is approved, you will be responsible for any non-refundable card processing fees. Please take care to avoid submitting duplicate payments.

Processing Fees

If a refund is issued for any eligible reason, the 5% card processing fee from the original transaction is non-refundable and will be deducted from the refunded amount.

Invalid Disputes & Chargebacks

Filing a dispute or chargeback for a valid and clearly disclosed charge—including non-refundable services, completed consultations, medication orders, or pharmacy price changes—is considered an invalid dispute.

If an invalid dispute is filed:

• We may submit the outstanding balance to collections if not resolved within a reasonable timeframe
• You will be given 30 days to resolve the outstanding balance before further action is taken
• Notification will be sent to the email address on file
• Your account will be placed in negative standing, and no further orders may be placed until the balance is resolved

If more than one invalid dispute is filed, or if the dispute is for over $100, we reserve the right to restrict or permanently discontinue future services, regardless of resolution.

Alteration Of Paid Invoices

Once an invoice has been paid, medication orders typically cannot be altered, and orders already processed by the pharmacy are final. In extenuating circumstances we may attempt to assist; however, adjustments are never guaranteed, any changes involving prescriptions are subject to prescriber discretion, and clinical appropriateness, regulatory requirements, and patient safety always take precedence.

Acknowledgment

By submitting payment, you acknowledge that you have read, understand, and agree to these Billing, Refund & Payment Policies, including that consultations already provided, medication orders submitted to the pharmacy, and invoices paid prior to pharmacy price changes are non-refundable.

Shipping timelines, methods, and procedures are determined solely by the dispensing pharmacy and the shipping carrier selected by the pharmacy. We do not control pharmacy processing times, shipping methods, carrier selection, or delivery timelines, and cannot expedite shipments without pharmacy approval and availability.

We are not responsible or liable for delays, delivery issues, lost packages, or other shipping-related problems once an order has been released to the pharmacy or carrier. Shipping carriers (such as UPS or FedEx) and the dispensing pharmacy are responsible for all shipping procedures, tracking, delivery attempts, and timelines.

If a shipping or delivery issue arises, you must contact the dispensing pharmacy or shipping carrier directly to initiate resolution, including claims related to delays, damaged packages, missing items, incorrect quantities, temperature concerns, or tracking discrepancies. We may assist by helping facilitate communication or follow up with the pharmacy when appropriate; however, resolution is not guaranteed.

The 24-hour requirement includes, but is not limited to:

• Damaged or broken packaging
• Missing or incorrect medication
• Temperature concerns
• Leaking, compromised, or unusable medication

Please contact us through the patient portal or the support email as soon as the issue is identified. If the dispensing pharmacy and our team are not notified within 24 hours of delivery, we will be unable to assist with any resolution, including replacements, refunds, credits, or pharmacy claims.

Shipping delays may occur due to factors outside of anyone’s control, including weather conditions, holidays, carrier disruptions, pharmacy workload, regulatory requirements, or supply constraints.

You are responsible for ensuring that your shipping address is accurate, complete, and current at the time of submission. We cannot replace, refund, or credit medication orders that are delayed, misdelivered, lost, or not received due to incorrect or incomplete address information provided by you.

Packages marked as delivered by the carrier—including those left at the delivery address, mailbox, or with building staff—are considered delivered. Lost or stolen packages after confirmed delivery are the responsibility of the carrier or recipient and are not eligible for replacement or refund by us.

We ask that you please reschedule or cancel your appointment at least 24 hours before the scheduled start time. Appointments may be rescheduled directly through the booking page prior to the 24-hour cutoff, subject to availability. If you need to cancel an appointment, please email support@lavenderskyhealth.com.

Refunds

• If you cancel before your consultation takes place, you are eligible for a full refund minus the 5% card processing fee.
• Once a consultation has been delivered — whether by phone or as an e-consult — it is non-refundable.

If we must cancel an appointment for any reason, you will receive either a full refund or a full account credit, at your choice. All eligible refunds must be requested by email to support@lavenderskyhealth.com. Refunds are not issued automatically.

No-Shows & No-Answers

At the time of your scheduled appointment, we will make up to three (3) call attempts using the phone number provided at booking. If you do not answer after three attempts, the appointment will be marked as a No-Show / No-Answer.

Please do not attempt to call back the number used for appointment calls, as it routes to our main line and not directly to the provider. It is your responsibility to ensure the phone number on file is accurate and reachable; any updates must be emailed to us prior to your appointment.

As noted in your booking confirmation, your provider may call within a 10-minute window before or after your scheduled appointment time. If you miss the first call, please wait for the provider to attempt again. If you are unable to connect with your provider at your scheduled time, please email support@lavenderskyhealth.com for assistance.

Required Forms

All required intake forms must be completed prior to your appointment time. Failure to complete required forms may result in cancellation of the appointment at the provider’s discretion, and standard cancellation or no-show policies will apply. You will receive an email confirmation once all required forms have been successfully submitted.

Each policy above shows its own effective date. We may update these policies at any time; the current version is always the one published here.