How refunds actually work.
This Refund Policy applies to purchases of the Kascade Health™ lab interpretation and the Supplement Stack Audit, including purchases made through the PCOS/PMOS Clarity Challenge, which includes both. By purchasing, you agree to this policy. This policy is incorporated into our Terms of Use.
01What you’re purchasing
The Kascade lab interpretation is a one-time digital deliverable. When you complete payment and submit your lab values, our system generates an educational research-based interpretation and delivers it to your email within 48 hours. The PCOS/PMOS Clarity Challenge includes both the lab interpretation and the Supplement Stack Audit, together with an introductory call and a debrief call.
02Reports are non-refundable once delivered
Because the interpretation is a digital product custom-generated from the lab values you submit, all sales are final once the report has been generated and delivered to your email. By submitting your lab values, you acknowledge that the Service is a digital product that cannot be physically returned. This does not limit any refund, remedy or other rights that cannot lawfully be excluded or waived under applicable law, including rights arising where the Service is not provided as described or is not delivered as agreed.
02aThe PCOS/PMOS Clarity Challenge is fully refundable
Section 02 does not apply to the PCOS/PMOS Clarity Challenge. If you bought your report as part of the Challenge, you have a full money-back guarantee covering everything in it, the report, the Supplement Stack Audit and both calls: if you are not happy with it, for any reason, we refund you in full. For purposes of this policy, a full refund means a refund of the purchase price paid for the Kascade Service. You do not have to explain why, you do not have to return anything, and we will not ask you to try something else first.
To request it, email hello@kascadehealth.com with the subject line “Clarity refund” within 30 days of your report being delivered. Use the email address you bought with. We will acknowledge your requests within three (3) business days and process approved refunds within five (5) business days of approval, back to the original payment method.
This is deliberate. The Challenge is a small first group, the price is reduced because of that, and we would rather hear that it did not work for you and give your money back than keep it. If you tell us what missed, that helps more than the refund does, but it is not a condition of getting one.
02bPaying before you submit your labs
If you pay for a report before you submit your lab values, your payment is a prepayment for the Kascade Service. Until your report has been generated, you may request a full refund of that prepayment at any time, for any reason, by emailing hello@kascadehealth.com with the subject line “Prepayment refund.” A prepayment does not expire. Once your report has been generated and delivered, the rest of this policy applies to it as it would to any other purchase.
03If your report failed to generate
If you completed payment but your report did not generate or was not delivered within 48 hours due to a technical issue on our end, you are entitled to either:
- A full refund of the purchase price, or
- Generation of your report at no additional charge, at your option.
If your report contains a material technical or processing error attributable to Kascade, please contact us. We may, as appropriate, correct or regenerate the report or provide an appropriate refund where correction or regeneration is not reasonably possible. Nothing in this section limits any rights or remedies that cannot lawfully be excluded under applicable law.
To request, email hello@kascadehealth.com within 30 days after the date on which your report was due to be delivered with the subject line “Failed Delivery” and include your Stripe receipt or order ID. We will respond within 3 business days.
04Duplicate or fraudulent charges
If you were charged twice for the same report, or if a charge appears that you did not authorize, contact hello@kascadehealth.com immediately. We will investigate and, if a duplicate or unauthorized charge is confirmed, issue a full refund.
05How to request a refund (for the cases above)
Email hello@kascadehealth.com with:
- The email address used at checkout
- Your Stripe receipt or order ID
We may ask for additional information reasonably necessary to verify and process your request.
Please do not include laboratory results, medical information or other sensitive personal information in your refund request unless we specifically ask for information that is necessary to process the request.
Approved refunds are processed through Stripe and typically appear on your statement within 5–10 business days.
05aOur response timeline
We acknowledge refund requests within three (3) business days. Approved refunds are processed within five (5) business days of approval. Funds typically appear on your statement within 5–10 business days of processing, depending on your card issuer.
A refund does not by itself result in deletion of your report or other information. Retention and deletion of your information are governed by our Privacy Policy. Where appropriate, Kascade may revoke access to a report associated with a refunded purchase, subject to applicable law.
05bMethod of refund
Refunds are normally processed to the original payment method through Stripe. If a refund to the original payment method is not reasonably possible, we may use another refund method permitted by applicable law and reasonably available to us.
06Chargebacks
If you have a billing concern, we encourage you to contact us first so that we can try to resolve the issue promptly. However, nothing in this policy limits your right to contact your card issuer, payment provider or other applicable dispute-resolution process.
07Lab costs are separate
Laboratory testing costs (e.g., panels ordered through Ulta Lab Tests or another provider) are not part of your Kascade purchase. Refund requests for laboratory costs must be directed to the laboratory provider, not to Kascade.
08This policy, explained simply
If your report generated and delivered, the purchase is generally non-refundable, subject to the exceptions and rights described in this policy and applicable law. The exception is the PCOS/PMOS Clarity Challenge: if you bought through that, you can have your money back within 30 days for any reason at all, no explanation needed. If you paid in advance and have not submitted your labs yet, you can have your money back at any time. If we failed to deliver, you get your money back or we run it again. If you have a billing concern, you can contact us first and we will try to resolve it promptly, but this does not limit any applicable dispute or chargeback rights.
09Contact
Kascade Health LLC
hello@kascadehealth.com