Refund and Cancellation Policy

7-day free trial

Every new Veyda membership starts with a 7-day free trial. Your card is not charged during the trial. Cancel any time before the trial ends and you owe nothing.

Cancellation

You can cancel your membership any time from your member dashboard or by emailing support@veyda.com. Monthly memberships end at the close of your current billing period. Annual memberships end at the next renewal date — your access continues for the remainder of the prepaid year.

Refunds

Membership fees. Monthly fees are non-refundable once charged. Annual fees may be refunded on a pro-rated basis within the first 30 days of the new annual term, less the cost of any clinical services or physical goods (lab kits, wearables, prescriptions) already delivered.

Lab panels. Refundable only if the kit has not been activated and is returned in its original packaging within 14 days. Once a sample is processed, the panel is non-refundable.

Wearables and physical goods. Returnable for a full refund within 30 days of delivery if unused and in original packaging. Beyond 30 days, returns are at our discretion and may be subject to a restocking fee.

Prescriptions. Per federal regulation, dispensed prescription medications cannot be returned or refunded once shipped.

Disputes

If you believe a charge is incorrect, contact support@veyda.com within 60 days of the charge. We will respond within five business days. Initiating a chargeback before contacting us may delay resolution.

Special circumstances

If you experience a serious medical event, hardship, or other unusual circumstance, please reach out to support@veyda.com. We review case-by-case requests with the goal of doing right by our members.

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Counsel review queue — California considerations

Not final policy text. The items below capture the California-specific regulatory considerations our counsel needs to address before we publish the production version of this Refund and Cancellation Policy. Source: internal product/engineering review, May 2026.

CA cancellation-mechanism requirement (Bus & Prof Code § 17602.1)

• For any subscription that auto-renews, cancellation must be available in the same medium the subscription was initiated. For online signups, this means an online self-serve cancel mechanism (a member-portal button, not just an email).
• Email-only cancellation is not sufficient under CA law. Build a self-serve "Cancel membership" flow in the member portal before any paid acquisition spend.
• The cancel mechanism must be at least as easy as the signup. No hidden phone trees or "schedule a call to cancel" friction.

Pricing canon update (May 2026) — refund details to harmonize

The refund language above predates the May 2026 pricing change. Counsel should review and update against the locked canon:

• Monthly $19.99: 7-day free trial, no charge during trial. Cancel during trial = no charge ever. After trial, monthly fees are non-refundable once charged.
• Annual $199.99: NO free trial. Paid up-front so the welcome gift can ship. 7-day money-back guarantee via email to support@veyda.com. If the welcome gift was retained or used, the gift's cost is deducted from the refund.

The current "30-day pro-rated annual refund" language above predates the new annual policy and should be reconciled with the 7-day money-back guarantee.

Annual renewal reminders (Bus & Prof Code § 17602(a)(2))

• For annual subscriptions, annual renewal reminder is required: minimum disclosure 30 days before renewal. Recommended cadence: 60-day, 30-day, and 7-day reminders.
• Build a cron + email template for this before first annual renewal cycle (June 2027 at the earliest, but the system needs to be live before that).

Refund-mechanism specifics

• Document who initiates refunds (ops? automated?) and the SLA. The current "review case-by-case" language is fine for soft launch but counsel may want defined timelines.
• Stripe-level refund processing: Stripe Refunds API; document chain-of-custody for partial refunds (annual money-back minus gift cost).

Lab kits / wearables / prescriptions

• Lab kit non-refundability once activated: confirm with lab partner contracts (Quest, Labcorp will have their own terms).
• Wearable returns: 30-day window with restocking-fee discretion is standard but California has consumer-friendly biases — confirm restocking fees are disclosed at point of sale.
• Prescriptions: federal law prohibits return/refund of dispensed prescription medications. Already correctly stated.

Specific items to revise in this draft

• Add: pointer to the in-portal self-serve cancellation flow once built.
• Update: "Refunds → Membership fees" section to reflect the new $19.99 monthly + $199.99 annual structure with 7-day money-back guarantee on annual.
• Add: annual renewal reminder cadence statement.