Terms of Service

Our services

Persona Doctors is a telehealth platform that connects patients with independently licensed healthcare professionals. We facilitate consultations, care coordination, and prescription fulfillment through partner pharmacies. Persona is not a pharmacy and does not itself dispense medication.

Medical decisions are made solely by your licensed provider based on the information you provide and their professional judgment.

Not for emergencies

Persona is not an emergency service. If you think you may have a medical emergency, call 911 or go to the nearest emergency room immediately.

Plan & billing

• Each medication in your plan has its own monthly price, billed monthly unless otherwise stated at checkout
• A one-time provider evaluation, where it applies, is charged at the price shown at checkout
• Labs and other clinical services may be billed separately
• Prices for your plan and medications are shown at checkout and in your patient portal

Automatic refill authorization

When your provider prescribes ongoing treatment, your medication refills automatically. By placing your order you authorize Persona Doctors to charge the card on file for each refill on a recurring basis until you cancel.

We notify you about 7 days before each refill is charged, with the scheduled charge date and the expected amount, and a link to skip, delay, or cancel that refill.

Cancellation

• You may cancel, skip, or delay a refill at any time before that refill is charged, from your patient portal, the link in your refill notice, or by contacting patient care
• Once a refill has been charged, that order is final: it is prepared and shipped, and it cannot be cancelled or refunded
• Cancelling stops all future refills; any refill already charged still ships

Returns

• All dispensed prescription medication is final sale. Pharmacies cannot accept returns of dispensed medication, and we do not accept returns
• If your shipment arrives damaged, or is not the medication your provider prescribed, contact patient care within 7 days of delivery and we will replace it at no cost

Refunds

• If our physician reviews your intake and declines to prescribe treatment, we refund your first purchase in full
• Otherwise, payments are non-refundable: there is no money-back guarantee, and we do not refund refills that have been charged

Eligibility & acceptable use

You must be at least 18 years old (or the age of majority in your state) and located in a state where our clinicians are licensed. You agree to provide accurate, complete information and not to misuse the platform, interfere with other users, or attempt unauthorized access.

Prescriptions & compounded medications

Prescriptions are issued only when clinically appropriate. Compounded medications are prepared by licensed compounding pharmacies and are not FDA-approved products. Your provider will explain benefits, risks, and alternatives before treatment.

Disclaimers

Services are provided “as is” to the fullest extent permitted by law. We do not guarantee specific clinical outcomes. Information on our site is for general educational purposes and is not a substitute for professional medical advice.

Limitation of liability

To the extent permitted by law, Persona Doctors and its affiliates are not liable for indirect, incidental, or consequential damages arising from your use of the services. Our total liability for any claim is limited to the amount you paid Persona for your plan in the twelve months before the claim.

We are not liable for any delays or failures in our services due to causes beyond our reasonable control.

Some jurisdictions do not allow the exclusion of certain warranties or limitation of liability, so some of the above limitations may not apply to you.

Intellectual property

All content on our website and applications, including text, graphics, logos, images, software, and other materials, is the property of Persona Doctors or our licensors and is protected by copyright, trademark, and other intellectual property laws.

• You may not copy, modify, or distribute our content without permission
• You may not use our trademarks or trade dress without authorization
• You may not reverse engineer or attempt to extract source code from our applications
• You may not use automated systems to access our services

User conduct

• Do not provide false or misleading information about your medical history
• Do not attempt to obtain medications for others or without a valid prescription
• Do not harass, threaten, or abuse our staff or other users
• Do not interfere with the proper functioning of our services
• Do not violate any applicable laws or regulations
• Do not share your account credentials with others
• Do not use our services for any unauthorized commercial purposes

Indemnification

You agree to indemnify, defend, and hold harmless Persona Doctors and our officers, directors, employees, agents, and affiliates from any claims, damages, losses, liabilities, and expenses (including reasonable attorneys’ fees) arising from:

• Your use of our services
• Your violation of these Terms
• Your violation of any third-party rights
• Any content you submit through our services

Dispute resolution

Informal resolution: before filing any formal dispute, you agree to first contact us at support@personadoctors.com and attempt to resolve the dispute informally for at least 30 days.

Arbitration: if we cannot resolve a dispute informally, any dispute arising from these Terms or our services will be resolved through binding arbitration in accordance with the American Arbitration Association’s rules. Arbitration will be conducted in Virginia unless otherwise agreed.

Class action waiver: you agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action.

Governing law

These Terms shall be governed by and construed in accordance with the laws of the Commonwealth of Virginia, without regard to its conflict of law provisions.

Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

Changes & contact

We may update these Terms from time to time. Material changes will be posted on this page with an updated effective date, and we will notify active patients by email. Continued use after changes constitutes acceptance.

Questions about these Terms may be sent to support@personadoctors.com, by phone at (888) 577-1570, or by mail to Persona Doctors, Attn: Legal Department, 8000 Towers Crescent Drive STE 1332A, Vienna, VA 22182.