Primbody Policies

Payments, fees & refunds

• Primebody is a subscription for monthly Services and not per medication package. Medication not received for one month does not guarantee a refund.
• All refunds can take between 7-10 business days depending on the bank facility.
• All payments are subject to a 3% processing fee.
• Payments are made on a weekly or monthly basis. Failure to complete a successful payment can result in a delay of services.
• Payments can be delayed or pushed within a 7 day period of draft date, as long as it occurs in the same month.

Bloodwork

• Lab orders are not included in the monthly subscription and are a separate charge.
• Patient will receive a PDF copy of their lab order within 3 business days of completing payment.
• It is the patient’s responsibility to complete labs within a timely manner. Failure to do so will result in a delayed shipment and gap in medication treatment.
• Patients can obtain a copy of their lab results through the LabCorp patient portal or request a copy from their Patient care coordinator.
• Providers have 10 business days to review all labs from the time all necessary documentation is received from patient.

Damaged, Stolen or Missing items

• Any damage item(s) received by the pharmacy need to be reported within 72 hours of receiving shipment to your patient care coordinator along with pictures in order to have these items replaced free of charge.
• If patient damaged or breaks any medication, a picture will need to be provided in order to receive a replacement, for a $100 replacement fee.
• If tracking information shows as delivered, but patient did not receive package, it is the patients’ responsibility to obtain a police report as this is a controlled substance. Primebody will need a copy of the police report in order to produce a one time replacement.
• If a package is reported stolen on more than one occurrence within a __ year period, Primebody will require all packages to be picked up from a FEDEX or UPS holding location.

Insurance forms, detailed receipts, reimbursement forms & HSA

• Primebody does accept Visa, discover and MasterCard payments. If the card is a HAS account, PrimeBody is not able to provide itemized receipts for reimbursement. Patients may use their HSA account at their own risk.
• Primebody is a self-pay concierge service. We do not fill out any insurance paperwork or forms for medical reimbursement of services and payments.
• Primebody will not call or speak with your insurance company.
• Primebody does not accept any forms of insurance.
• Primebody does not provide super bills.
• Receipts for all transaction in generic form can be obtained upon request.

Travel letters

• PrimeBody can provide patients with a signed letter for international or local travel.
• Letters need to be requested 7 business days prior to departure.

Response time

• All employees within the Primebody organization have 24 hours to respond to all calls and/or emails excluding weekends and holidays.

Cancellations

• Primebody does not offer an account hold or freeze.
• All cancellations require a 30 day written notice (email form or portal message) to your current patient care coordinator.
• A final payment may be required if it falls within the 30 day period.

Early refills

• Primebody Is unable to move up or submit an early of any controlled substance.

Address change

• All patients are required to inform us of any changes to their address 14 business days prior to the next refill.
• If patient changes address after the 14 business day window, they will be subject to a $50.00 reroute fee.
• Changes in address after the 14 day window can cause delays in shipments, without any eligibility to a refund in monthly costs.