Refund & Cancellation Policy

1. Overview

This policy governs all purchases of telehealth therapy services from NSH Operations, LLC, operating its NeuroHome program (“NeuroHome,” “we,” or “us”), including (a) individually scheduled therapy sessions and (b) bundled packages that combine a physical take-home kit (which includes any lab testing materials) with one or more therapy sessions. Pricing for therapy services is provided directly to each client by a NeuroHome representative and is not published on the website; this policy is presented to the client verbally on that call and again in writing in the client’s service agreement / informed consent prior to purchase and prior to each scheduled session.

Two separate rules apply depending on what is being cancelled: a scheduling rule for individual sessions (Section 2), and a purchase-level rule for bundled kit + session packages (Section 3). These rules are independent of one another and both may apply to a single client at different points in their care.

2. Session Scheduling: Cancellation & No-Show

24-Hour Notice

Clients may reschedule or cancel an individually scheduled therapy session at no charge if the request is received at least 24 hours before the scheduled start time.

Late Cancellation / No-Show

A session cancelled with less than 24 hours’ notice, or missed without notice, is billed at the full session rate. The clinician’s time was reserved and is not recoverable on short notice.

Provider-Initiated Changes

If NeuroHome or the assigned clinician cancels or is unable to deliver a scheduled session (including where a clinician is not licensed to practice in the client’s state), the client is not charged, and any amount already charged for that session is refunded in full or the session is rescheduled at the client’s option.

Technical Failure

If a scheduled session cannot be completed due to a platform or technical failure on NeuroHome’s side, the session is rescheduled at no charge or refunded in full, at the client’s option.

3. Package Purchases: Kit & Therapy Sessions

Packages that bundle a physical take-home kit (including any lab testing materials included with it) with one or more therapy sessions follow a 14-day refund policy rather than the per-session rule above, because NeuroHome incurs real, non-recoverable cost (manufacturing and shipping the kit) as soon as it is fulfilled.

3.1 Refund Window

A refund request must be submitted within 14 calendar days of the original purchase date. Requests submitted after day 14 are not eligible for a package refund; any therapy sessions remaining in the package are cancellable only under Section 2.

3.2 How the Refund Is Calculated

The refund is determined by a single, simple trigger (whether the kit has shipped) rather than by prorating the individual cost of what’s inside it. NeuroHome does not itemize or partially refund components of a kit once it has shipped (including any lab materials packaged with it); the kit is treated as a single non-refundable unit the moment it leaves our fulfillment center. The therapy-session portion of the package is evaluated separately.

3.3 How This Applies to a Specific Order

Because package pricing is quoted directly to each client rather than published, the dollar amount of any refund is calculated from that client’s own order confirmation, which itemizes the kit price separately from the therapy-session price for this purpose. The refund due is: the session portion of the purchase price, less the rate for any session already delivered; plus, only if the kit has not yet shipped, the kit price as well. That figure is documented for the client at the time the refund is issued so the calculation is traceable to their specific order.

4. Non-Refundable Items

• The full price of the kit, once it has shipped, including any lab testing materials packaged with it. NeuroHome does not issue partial or component-level refunds for a shipped kit.
• Any therapy session that has already been delivered.
• Any session cancelled or missed with less than 24 hours’ notice (Section 2).
• Any package refund request submitted more than 14 days after purchase.

5. How to Request a Refund

Clients may request a refund or cancellation by emailing hello@neurohome.app or through their account portal. NeuroHome will confirm receipt within 1 business day and issue any refund due to the original payment method within 5–10 business days of approval. Refund determinations reference the client’s kit shipment record and session log so the amount can be verified against actual fulfillment.

6. Exceptions

NeuroHome may waive a fee or extend a deadline at its discretion for documented medical emergencies, hospitalization, or other extraordinary circumstances. Waivers are handled case-by-case and do not modify this policy for future purchases.

7. Policy Disclosure

Because pricing is quoted directly to each client rather than published, this policy is presented verbally by the NeuroHome representative on the client’s intake call, and again in writing in the client’s service agreement / informed consent, before any payment is collected. The current version of this policy is also published at neurohome.app/refund-policy.html for reference. Clients affirmatively acknowledge this policy before completing a purchase.