Legal

Cancellation & Refund Policy

How to cancel, when charges are refundable, and how treatment and membership billing work at Eterna IQ LLC.

Last updated: September 29, 2026

Overview

This Cancellation & Refund Policy applies to purchases and subscriptions made through Eterna IQ (Eterna IQ LLC, "we," "us," or "our").

Eterna IQ works two ways, and each is billed differently. Treatments are prescription subscriptions you manage in your patient portal at https://care.eternaiq.com; the sections from "Subscription cancellation" through "How treatment charges work" apply to them. Eterna IQ membership is a monthly subscription for coaching and ongoing optimization that you manage in your Eterna IQ member portal; the membership sections below apply to it. You can buy a treatment with or without membership.

This policy supplements our Terms of Service. Where checkout or offer-specific materials describe a refund window, those materials control for that specific purchase.

Subscription cancellation

If you enroll in a recurring subscription, your subscription will automatically renew at the frequency disclosed at checkout or in the applicable refill form you submitted in the patient portal unless you cancel.

You may cancel your subscription at any time. To avoid your next recurring charge and shipment, you must cancel at least 48 hours before the next billing date shown in your patient portal.

You may cancel through:

If you cancel less than 48 hours before your next billing date, processing of your next order may already have begun and the cancellation may not take effect until the following renewal.

Cancellation prevents future renewals; it does not automatically entitle you to a refund of amounts already charged.

Subscription modifications

Requests to modify your subscription, including changes to your product or delivery frequency, must be submitted at least 48 hours before the next billing date shown in your patient portal.

Requests submitted less than 48 hours before the next billing date may not take effect until a later renewal. Any change involving a prescription, dosage, or treatment plan is subject to review and approval by a licensed healthcare provider.

Refunds

Except as otherwise stated below, amounts already charged are nonrefundable once the applicable product or service has been provided or processing or fulfillment of the applicable order has begun.

A refund may be issued if:

  • you were charged because of an error by Eterna IQ;
  • you were charged for a renewal after timely canceling your subscription;
  • an order cannot be fulfilled; or
  • a healthcare provider determines that you are not eligible for the applicable treatment before the applicable product or service has been provided or fulfillment has begun.

Refund eligibility may depend on the status of any clinical services, prescription, pharmacy processing, or product fulfillment associated with the charge.

We may decline a refund request if the charge is disputed through your bank or card issuer before you contact us (see Chargebacks below), or if the purchase was made fraudulently or in violation of our Terms of Service.

Clinical services

Charges attributable to medical consultations, evaluations, chart reviews, provider services, or other clinical services are nonrefundable once the applicable service has been performed.

A determination that a particular medication or treatment is not appropriate for you does not entitle you to a refund for clinical services that have already been provided.

Prescription medications

Prescription medications generally cannot be returned or refunded once the medication has been dispensed or shipped. Orders already sent to the pharmacy are not eligible for refund.

If pharmacy processing or fulfillment has already begun, we may be unable to cancel the applicable medication order even if you subsequently cancel your subscription.

If you receive medication that is damaged, defective, or incorrect, contact us promptly at support@eternaiq.com. Replacement or refund eligibility may depend on the circumstances and the policies of the dispensing pharmacy.

Damaged, defective, or incorrect orders

If you receive a product that is damaged, defective, incomplete, or incorrect, contact us at support@eternaiq.com within 7 days of delivery.

We may request photographs or other information reasonably necessary to evaluate the issue. Depending on the circumstances, we may provide a replacement, refund, or credit.

How treatment charges work

Treatments are billed separately from membership, whether or not you are a member. Treatment charges are processed by CareValidate, our payment agent, on our behalf, and this policy applies to them.

When you check out for a treatment, a hold for your first charge is placed on your payment method and your payment method is saved for the charges shown in your order summary. You are charged only if a licensed healthcare provider prescribes the treatment. If nothing is prescribed, the hold is released and you are not charged for the treatment. Any different prescription or higher price requires your approval.

Approved treatments ship after the prescription is issued. Once a prescription has been dispensed, it cannot be returned. If you have a concern about an order, contact us before it ships; we cannot undo fulfillment once it has begun.

A treatment charge and a membership charge are separate charges and appear separately on your statement.

Membership billing, grace period, and cancellation

Eterna IQ membership is a recurring monthly subscription, billed by Eterna IQ. 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. You can cancel at any time from the billing section of your Eterna IQ 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, you keep full membership access, including coaching and member pricing, for 7 days while we retry the charge or you update your payment method.

If payment is not brought current within 7 days, membership access pauses (no coaching, no member pricing) until you pay. We do not cancel your membership or require a new enrollment while paused: your plans, messages, and history stay intact so you can resume where you left off. A membership that stays paused for 90 days is moved to archived status; rejoining after that is treated as a new enrollment at then-current pricing and terms.

None of this affects a treatment you have separately purchased. Treatment access and treatment billing never depend on your membership status, in either direction.

Membership refunds

Cancelling stops future charges. It does not refund months already billed, except where required by law or expressly stated at checkout. There are no refunds once a monthly billing period has started.

If you were charged for membership 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.

Laboratory testing and other partner fees

At-home testing and other services may be provided by independent licensed clinicians and diagnostic partners. Quest panels will be available when ordering opens. Where a partner bills you directly, their fees and their refund policies apply once a test has been collected 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.

Refund requests

To request a refund, contact us through:

Please provide your name, order number, date of charge, and a brief explanation of your request. If you are not sure which charge it is, send us the line as it appears on your statement and we will identify it.

Approved refunds will be issued to the original payment method. The time required for the credit to appear in your account may vary depending on your financial institution, 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 Cancellation & 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 terms for new purchases will be stated at checkout, and we will notify active members by email before a change affects what they are charged.

Contact

Eterna IQ LLC

30 N Gould St Ste R, Sheridan, WY 82801

Email: support@eternaiq.com