Clients may request to discontinue their participation in a Nue Life program at any time. Client requests to discontinue participation in a Nue Life program must be approved by a Nue Life team member before a client becomes eligible for a refund. Clients whose requests are approved by a Nue Life team member are eligible to receive a refund for unrendered services only.

Unless a treatment discontinuation request has already been approved by a client’s Nue Life medical provider, clients must speak to a Nue Life Customer Support team member on the phone about their program discontinuation/refund request in order for their refund request to be considered for approval.

We do not offer refunds for rendered services, regardless of actual or perceived benefits realized from the services.

If a client discloses information during their Nue Life initial medical consultation that was not disclosed in their New Patient paperwork and such information leads the Nue Life medical provider subsequently determines that the client is medically unfit for participation in a Nue Life program, that client will be discharged from the program and will not receive a refund for said medical consultation.

If a client’s medical provider determines that they must receive medical clearance or psychiatric clearance based on information obtained during the client’s medical consultation, that client may either follow through with obtaining clearance and continue with their program, or request to be discharged and refunded for any unrendered services.

Some criteria which may qualify a client for receiving either a partial or full refund for unrendered services are:

  • The client experiences an onset of a new medical condition or concern which the client’s Nue Life medical provider determines the client medically unfit for an at-home ketamine program.

  • The client experiences an onset of a new psychiatric or psychological condition or concern which determines the client psychologically unfit for an at-home ketamine program.

  • The client experiences an onset of financial hardship which determines the client unable to pay for the remaining services in their program.

  • The client does not have a proper sitter.

  • The client is not located in one of the states that Nue Life currently serves.

  • The client is unsatisfied with the services rendered.

All refunds are calculated based on the breakdown of service costs for the program purchased in the client’s state.

All refunds are processed within 5 business days of the refund request.

DEA Code of Federal regulation pertaining to the distribution of Schedule 3 controlled substances require proper disposal, therefore Nue Life Health requires all unused medicine to be returned to the pharmacy before any cancellation, refunds, or adjustments can be made.

Paid in Full Refund Policy

Credit Card Refund Policy

Refunds for clients who have paid for a Nue Life program in full, using SquareUp, will be issued within 24 hours after the refund request has been approved by a Nue Life team member.

It will take 5-10 days after the refund is issued for the refund to appear in the client’s account.

The funds will be returned to the bank account associated with the card number used to make the original payment.

Financing

Denefits Refund Policy

By choosing to finance a program provided by Nue Life through Denefits, clients thereby acknowledge and agree to all terms listed below:

In addition to my total estimated service cost, I will be charged an upfront payment and a $30 enrollment fee at the time of enrollment.

My total estimated service cost will be broken down into 12 recurring payments. These recurring payments will be billed to me automatically each month until my remaining balance is $0.00. All of my recurring payments will include a 3% transaction fee.

If I am late to make a payment or neglect to make a payment, my contract will be converted to overdue status and this information will be reported to the credit bureau.

I will be charged for all services rendered to me. If I choose to stop treatment or downgrade to a less comprehensive program at any point during my contract’s tenure, I may request to reduce my total estimated service cost to the amount which covers all services that have already been or will be rendered to me. My new (reduced) estimated service cost will be broken down into however many payments I am still due to make on my contract. These recurring payments will be billed to me automatically each month until my remaining balance is $0.00. All of my recurring payments will include a 3% transaction fee.

If I request to cancel my contract within the first 24 hours of enrollment, I will be refunded the upfront payment I make upon enrollment, however, the $30 enrollment fee is non-refundable and I will be charged a $30 cancellation fee.

If I request to cancel my contract more than 24 hours after enrollment, the upfront payment and $30 enrollment fee which I paid upon enrollment will not be refunded to me. Additionally, I will be responsible for paying a $30 cancellation fee in excess of the $30 enrollment fee.

If I change my mind and decide to pay for my program in full, I am still required to adhere to the refund policies listed above.

Walnut Refund Policy

For clients who have chosen to finance their program through Walnut, their payment plan is immediately canceled after their program discontinuation and refund is approved by a Nue Life team member.

If a client is being refunded for any payments they have already made, it will take 5-10 days for those funds to return to the client’s account.

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