Legal / 03
Effective [[EFFECTIVE DATE]] Last updated [[DATE]]
The most important thing on this page: you are not charged unless a licensed provider approves a prescription for you. If no prescription is approved, no payment is taken — there is nothing to refund. Axiome does not accept returns and does not issue refunds or replacements; see section 01 for who does.
This Refund Policy applies to charges made through the Axiome website. It forms part of our Terms & Conditions.
Axiome does not issue refunds, replacements, or returns.
Axiome is not the seller of record, not a pharmacy, and not a medical practice. We do not take your payment, we do not hold your funds, and we never handle prescriptions or medication. Those roles belong to other parties:
This does not mean you are on your own. Contact us about any billing or order problem and we will take it to the right party for you and stay with it until you have an answer — we simply are not the party that issues the money or the medication.
You complete your medical intake, select a program, and submit your request for provider review. Your payment is processed only after a licensed provider approves your prescription and it proceeds to the pharmacy for fulfillment. That approval is the point at which payment is taken.
There is no separate up-front consultation fee. No payment is taken from you before a provider has approved a prescription.
If the provider does not approve a prescription, you are not charged. Because payment is only processed at the point of approval, a declined request produces no charge and therefore requires no refund.
A provider may decline for many reasons — a contraindication, an incomplete history, a need for lab work or in-person evaluation, or a clinical judgment that the treatment is not appropriate for you. Requesting a program never obligates a provider to prescribe it. What you pay for is a clinical evaluation and, where one is approved, the medication that follows — never a guaranteed outcome.
If you believe you were charged despite not being approved, contact us immediately using the details in section 07 and we will investigate and correct it.
Axiome does not accept returns of any kind. DO NOT ship anything back to us.
There are two reasons, and both are absolute:
We also do not offer a satisfaction guarantee or a money-back guarantee on prescription medication. Results vary between individuals, and a treatment not working the way you hoped is a clinical matter, not a billing one — contact us and we will route you to your care team, who can adjust or discontinue your protocol.
If you want to stop treatment, cancel your program (section 06). If something arrived damaged, incorrect, or never arrived at all, see section 05 — no return is involved there either.
Never send medication back by mail. If you need to dispose of a medication, ask your pharmacist or use an authorized drug take-back location. DO NOT mail it to Axiome, and DO NOT give it to anyone else.
If your order arrives damaged, is incorrect, or does not arrive, contact us and we will work with the pharmacy and our platform partner to resolve it.
Please report the problem within 14 days of the delivery date, or of the expected delivery date if the order never arrived. For damaged or incorrect orders, photos of the package and its contents help us resolve it faster.
Axiome does not issue replacements or refunds for these orders. Fulfillment is the pharmacy's responsibility and payment is FUSE's, so the decision on a reshipment or a refund is theirs. What we do is take your report to them promptly, with your evidence attached, and follow it through to an answer.
You are never asked to return anything. DO NOT mail damaged or incorrect medication back to us or to the pharmacy — photos and your description are all that is needed. See section 04.
DO NOT use medication that arrives damaged, tampered with, or visibly compromised, and DO NOT use a medication that is not the one your provider prescribed. Contact us first.
Some programs are dispensed on a recurring basis. You may cancel at any time, with no cancellation fee and no obligation to continue. Cancel from your patient portal, or by emailing or calling us using the details in section 07 — we will process it either way.
Cancellation stops future cycles. To avoid being charged for an upcoming cycle, cancel at least 48 hours before your next scheduled fill date, which is shown in your patient portal.
Cancelling a subscription is a billing action, not a clinical one. If you are stopping because of side effects or because the treatment is not working, please tell us — your care team should know, and they may be able to adjust your protocol instead.
[[COUNSEL — verify this section against state automatic-renewal statutes (California, New York, and others require the cancellation method to be as easy as signup, plus advance renewal notice for some terms). Also confirm the 48-hour cutoff and portal self-cancellation match what the FUSE platform actually supports.]]
Contact us first, whatever the problem is. You do not need to work out which company is responsible — that is our job.
Email support@axiomebioscience.com or call (833) 979-0611 with your order number and what went wrong. We acknowledge every message within one business day.
Please DO NOT include medical details in a voicemail or an email about billing. We only need your name, order number, and what went wrong.
Requests relating to clinical care — the medication itself, its effects, or your provider's decision — are handled by our clinical partner. We will transmit those to the correct contact promptly.
We acknowledge you within one business day, then forward your issue to whichever party is responsible — FUSE for anything involving payment, the pharmacy for anything involving fulfillment, your care team for anything clinical. We pass on the details and evidence you gave us so you are not asked to repeat yourself.
The decision is theirs, not ours, and we cannot promise a particular outcome or a particular timeline. What we do commit to is keeping your request moving and telling you what we hear back.
If FUSE does approve a refund, it is issued by FUSE to your original payment method. How quickly it then appears is controlled by your bank or card issuer — typically 5–10 business days. A refund cannot be redirected to a different card or account.
If you believe you were charged in error, please contact us before disputing the charge with your bank. We can usually resolve billing issues faster directly, and a formal dispute can delay resolution.
If you do not recognize a charge: because FUSE Health Inc. is the Merchant of Record, the descriptor on your statement may not read "Axiome." An unfamiliar descriptor is usually the explanation — please check with us before disputing.
Because payments are processed through FUSE as Merchant of Record, resolving a refund request or a formal dispute may involve FUSE as well as Axiome. We remain your point of contact throughout and will keep you informed.
GWA Ventures, LLC d/b/a Axiome
1209 Mountain Road Pl NE, Ste N
Albuquerque, NM 87110
Email: support@axiomebioscience.com
Phone: (833) 979-0611