Overview
Eterna IQ LLC ("Eterna IQ," "we," "us," or "our") wants you to feel confident before you commit. This Refund Policy explains what you are charged and when, what the founding deposit covers, how to cancel, and which charges are ours to refund.
This policy supplements our Terms of Service. Where checkout or offer-specific materials describe a refund window, those materials control for that specific purchase.
Membership billing and automatic renewal
Eterna IQ membership is a recurring monthly subscription. Membership is $199 per month flat, charged automatically to the payment method you provide, on the same day of each month, until you cancel.
There is no minimum term and no cancellation fee. The subscription renews automatically each month by design; that is what keeps your protocol, coaching, and retest cadence running without a gap.
You can cancel at any time from the billing section of your member portal, or by emailing support@eternaiq.com from the address on your account. Cancellation takes effect at the end of the month you have already paid for, and you keep access until then.
We email a receipt for every charge. If a payment fails we will retry it and let you know; your access continues while we sort it out, and we will not cancel your membership without telling you.
Membership refunds
Cancelling stops future charges. It does not automatically refund months already billed, except where required by law or expressly stated at checkout.
If you were charged after cancelling, charged twice, or charged an amount that does not match what you agreed to at checkout, contact us and we will refund it. That is a billing error, not a refund request, and we do not apply a time limit to it.
If a physician review determines that this kind of care is not appropriate for you before any clinical work has begun, we will refund what you have paid us in full, including the founding deposit.
Founding membership deposit
The $100 founding membership deposit reserves one of 500 founding spots and locks founding pricing while you remain an active member.
Your deposit is fully refundable within 14 calendar days of the charge date. No phone call is required. Email us at the address below with the email used at checkout and we will process the refund to your original payment method.
After 14 days the deposit is no longer refundable. It is a reservation fee: it holds your spot and locks your rate. It is separate from membership and is not applied or credited against membership fees.
Prescriptions: who charges you, and when
Prescription medication is not billed by Eterna IQ. When you submit a clinical intake, your card is saved with CareValidate, our prescribing and pharmacy partner, who is the merchant of record for medication. They charge your card directly and the payment does not pass through Eterna IQ.
Nothing is charged when you submit an intake. Your card is only charged if a licensed provider reviews your intake and approves treatment. If the provider declines, or decides the therapy is not right for you, you are not charged at all.
Because CareValidate takes that payment, refunds, returns, and billing questions for medication are handled under their policies, not this one. We cannot reverse a charge we never received. Contact us anyway and we will take it up with them on your behalf.
A medication charge appears on your statement separately from your Eterna IQ membership charge. Two charges from two companies is expected, not an error.
When a refund may not apply
We may decline or partially adjust a refund request if:
- The 14-day founding deposit refund window has passed and no separate written guarantee applies.
- You have already received clinical services, laboratory orders, or fulfillment that cannot be reversed at our cost.
- The charge is disputed through your bank or card issuer before you contact us (see Chargebacks below).
- The purchase was made fraudulently or in violation of our Terms of Service.
Laboratory testing and other partner fees
Laboratory testing, telehealth visits, supplements, and other services may be provided by independent licensed clinicians, pharmacies, and diagnostic partners. Where a partner bills you directly, their fees and their refund policies apply once a test has been collected, a prescription filled, or a product shipped.
Eterna IQ does not control a partner refund decision after that point. Contact us and we will help coordinate with the relevant partner.
How to request a refund
Email support@eternaiq.com from the address used at checkout. Include your full name, the date of the charge, and what the charge was for. If you are not sure which company charged you, send us the line as it appears on your statement and we will identify it.
Approved refunds are returned to the original payment method. Timing depends on your bank or card issuer, typically 5 to 10 business days after we process the refund.
Chargebacks
Please contact us before initiating a chargeback. We resolve most issues quickly by email. Filing a chargeback may delay resolution and can limit your ability to use the Services while the dispute is open.
Changes to this policy
We may update this Refund Policy by posting a revised version on this page. The "Last updated" date at the top reflects the current version. Material changes to pricing or refund windows for new purchases will be stated at checkout, and we will notify active members by email before a change affects what they are charged.