Transaction, Cancellation, Refund, and Shipping Policy
This policy explains how prices, shipping, cancellation requests, refunds, replacements, and support work for transactions placed through Aayu.
Who this applies to
Aayu is a business platform for eligible healthcare practices and participating pharmacies. It is not a consumer pharmacy. The practice pays Aayu and manages its financial relationship with patients outside the platform.
Before submission
Aayu displays:
- The medication price available to the practice, including Aayu's margin
- The identified pharmacy
- Available shipping methods and their costs
- Applicable taxes or other disclosed amounts
- The complete order total
- The applicable platform and pharmacy terms
The practice authorizes the displayed charge by submitting the transaction.
Pharmacy review
Submission does not guarantee pharmacy acceptance or dispensing. The identified pharmacy independently reviews the prescription or order and may accept it, decline it, or request additional information.
The payment treatment for a declined transaction follows the Clinic Participation Agreement, applicable pharmacy terms, and displayed checkout disclosures.
Shipping
Shipping is selected and priced separately before submission. Available methods, charges, estimated timing, temperature-control requirements, signature requirements, and carrier options vary.
Shipping and delivery times are estimates, not Aayu guarantees. The pharmacy controls preparation and transfer to the carrier. The carrier controls transit and delivery.
The practice is responsible for verifying the shipping address and selection before submission.
Cancellation requests
A practice may request cancellation through the order's support workflow. A request is not a confirmed cancellation.
The pharmacy determines whether an order can be cancelled under its applicable terms and based on the order's status. Aayu communicates and administers the pharmacy's decision.
Refunds, credits, replacements, and reshipments
Eligibility is determined under the applicable pharmacy terms and Clinic Participation Agreement. Aayu may administer an approved refund, credit, replacement, reshipment, or payment adjustment.
The time required for an approved refund to appear depends on the payment processor, payment method, and financial institution.
Damage, temperature concerns, errors, and delivery issues
Report suspected damage, a temperature concern, dispensing error, missing package, or other order issue promptly through the order's support workflow.
Preserve the package, label, contents, photographs, tracking information, and temperature indicator, if present, until the pharmacy provides instructions.
Aayu coordinates the request. The pharmacy determines the appropriate medication, refund, replacement, reshipment, or other response under its terms and professional obligations.
Do not return medication to Aayu.
Urgent clinical concerns
For an urgent medical concern, contact the prescriber, dispensing pharmacy, or emergency services as appropriate. Do not rely on an Aayu support request for emergency care.
Report a suspected adverse event or product-quality event promptly to the prescriber and dispensing pharmacy using the information associated with the order.
Requesting help
Use the support option attached to the order whenever possible.
You may also contact support@aayuos.com. Do not include protected health information in ordinary email. Provide the practice name and non-sensitive order reference.
Controlling terms
The Clinic Participation Agreement and pharmacy terms accepted for a transaction control if they conflict with this public summary.
Contact
Om Healthcare Inc.
20330 N Deer Park Blvd, Suite 130
Deer Park, IL 60010
United States