1. About ZENKAI

ZENKAI Health LLC ("ZENKAI") operates a telehealth platform connecting patients with independent, licensed medical providers and state-licensed pharmacies. ZENKAI is not a medical provider. Medical care is provided by independent physicians affiliated with ZENKAI through Bask Health and its affiliated professional corporations. Pharmacy services are provided by independent, state-licensed pharmacies.

2. Eligibility

• You must be at least 18 years of age
• You must be a resident of a US state in which ZENKAI operates
• You must have the legal capacity to enter into binding contracts
• You must not be using ZENKAI on behalf of a minor
• ZENKAI services are for personal use only — not for resale or distribution

3. Medical Services Disclaimer

ZENKAI provides a platform for telehealth consultations — it does not practice medicine. All medical decisions, including whether to prescribe medication, are made solely by independent, licensed physicians. Completion of your intake assessment does not guarantee a prescription. Your physician may decline to prescribe for any medical reason.

Compounded medications dispensed through ZENKAI are produced in FDA-regulated, state-licensed pharmacies but are not FDA-approved for specific indications. Your physician will discuss the specific risks and benefits of any prescribed medication during your consultation.

4. Subscription and Billing

ZENKAI programs are sold as monthly subscriptions. By enrolling, you authorize ZENKAI to charge your payment method on file monthly until you cancel. Charges occur approximately every 30 days from your enrollment date.

Your subscription fee covers physician consultations, prescription management, care coaching, and shipping. It does not cover laboratory tests, imaging, or in-person visits. Brand-name medication costs (Wegovy®, Zepbound®) are not included in the subscription fee and will be charged separately by your pharmacy.

ZENKAI reserves the right to change pricing with 30 days' notice to your registered email address. Continued use after the effective date of a price change constitutes acceptance.

5. Cancellation

You may cancel your subscription at any time through your patient portal or by emailing hello@zenkai.health. Cancellation takes effect at the end of your current billing period. You will not be charged for the next cycle. Cancellation does not entitle you to a refund of amounts already charged (see our Refund Policy).

6. Prescription and Pharmacy Terms

Prescriptions are issued at the sole discretion of your treating physician. Once a prescription is issued, it is transmitted electronically to our pharmacy partner. Medications are shipped directly to your address on file. You are responsible for ensuring your address is current and accurate.

Medication that has been compounded and shipped cannot be returned due to state pharmacy regulations and federal law. See our Refund Policy for details.

7. User Responsibilities

• Provide accurate, complete, and current health information in your intake and all subsequent communications
• Inform your physician immediately of any adverse reactions or health changes
• Not share, resell, or transfer prescription medications
• Use medications only as directed by your prescribing physician
• Maintain a current, valid payment method on file
• Keep your account credentials confidential

8. Prohibited Uses

You may not use ZENKAI to: obtain medications for recreational use or distribution, provide false health information to obtain a prescription, access another person's account without authorization, attempt to circumvent or manipulate our clinical review process, or engage in any activity that violates applicable law.

9. Intellectual Property

All content on the ZENKAI platform — including text, images, software, trademarks, and the ZENKAI brand — is owned by ZENKAI Health LLC or its licensors. You may not reproduce, distribute, or create derivative works without our written permission.

10. Disclaimer of Warranties

ZENKAI services are provided "as is" and "as available" without warranties of any kind, express or implied. We do not warrant that services will be uninterrupted, error-free, or that any particular medical outcome will result from use of our platform. Individual results vary significantly based on adherence, health status, and other factors.

11. Limitation of Liability

To the maximum extent permitted by applicable law, ZENKAI's aggregate liability to you for any claim arising from your use of our services shall not exceed the total amount you paid to ZENKAI in the 3 months preceding the claim. ZENKAI shall not be liable for indirect, incidental, special, consequential, or punitive damages.

12. Indemnification

You agree to indemnify and hold harmless ZENKAI Health LLC, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including attorneys' fees) arising from your use of the platform, your violation of these Terms, or your violation of any third-party rights.

13. Governing Law

These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles. You agree to submit to the personal jurisdiction of courts located in New Castle County, Delaware for any disputes not subject to arbitration.

14. Arbitration Agreement and Class Action Waiver

PLEASE READ CAREFULLY. Any dispute, claim, or controversy arising out of or relating to these Terms or your use of ZENKAI services shall be resolved by binding arbitration administered by JAMS under its applicable rules, rather than in court. You waive any right to a jury trial and any right to participate in a class action lawsuit or class-wide arbitration. This arbitration agreement does not apply to disputes about the validity of intellectual property rights, or to small claims court actions within applicable limits.

15. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated to your registered email address at least 30 days before taking effect. Continued use after the effective date constitutes acceptance.

16. Contact

1. Pre-Qualification — No Charge Policy

You are not charged until a licensed physician reviews your intake assessment and issues a prescription. If your physician determines you do not qualify for any reason, your payment method will not be charged and you will receive no invoice. We do not charge for physician reviews that result in a non-prescription determination.

2. Medication — No Returns After Shipment

Due to state pharmacy regulations and federal law governing controlled and compounded substances, prescription medications cannot be returned once shipped. This applies to all ZENKAI medications including compounded tirzepatide, testosterone, and all other prescription items.

If your medication arrives damaged, incorrect, or unusable, please contact us within 5 business days of delivery at hello@zenkai.health with photos. We will work with our pharmacy partner to replace damaged or incorrect orders at no cost to you.

3. Subscription Refunds

Monthly subscription fees are non-refundable once a prescription has been issued and medication has shipped for that billing period. This is because the primary cost of each subscription cycle — physician time and compounded medication — has been incurred.

Exceptions where a refund may be issued at ZENKAI's discretion:

• A technical error resulted in a duplicate charge
• Your physician cancelled your prescription before the order was dispatched to the pharmacy
• We are unable to fulfill your order due to supply issues and no substitute is available
• A verified adverse event reported to your physician results in immediate treatment discontinuation within the first 7 days of your first shipment

4. 90-Day Results Guarantee

ZENKAI offers a 90-day outcomes commitment. If you follow your prescribed protocol for 90 days and do not experience measurable progress as determined by your physician, your physician will adjust your protocol — including dosage changes, medication switches, or supplemental recommendations — at no additional cost. This guarantee applies to protocol adjustment only; it does not entitle you to a cash refund of subscription fees paid.

To invoke the guarantee, you must: (a) have been on your ZENKAI program for at least 90 days, (b) have adhered to your physician's protocol, and (c) contact our care team to initiate a physician review.

5. Cancellation Process

To cancel your subscription:

• Online: Log in to your patient portal and select "Cancel Subscription" from Account Settings
• Email: Send your cancellation request to hello@zenkai.health from your registered email address
• Phone: Call (312) 690-1564 during business hours (Mon–Fri 9am–6pm CT)

Cancellations take effect at the end of your current billing period. You will retain access to your patient portal and care team messaging until the end of the paid period. You will not be charged after your cancellation is processed.

Important: Cancellation does not automatically stop a shipment already in process. If your medication has been dispensed and shipped for the current cycle, that order will be delivered and the charge for that cycle stands.

6. Hardware Returns (ZENKAI Recovery / NÖR Products)

Cold plunge and sauna hardware purchased through ZENKAI are subject to NÖR's return policy. Hardware may be returned within 30 days of delivery in original, unused condition for a full refund less shipping costs. Contact hello@zenkai.health to initiate a hardware return.

7. Disputes and Chargebacks

If you believe you have been charged incorrectly, please contact us at hello@zenkai.health before initiating a chargeback with your bank. We resolve billing disputes quickly and a direct resolution is faster than a bank dispute process. Fraudulent chargebacks may result in account termination.

1. Nature of Telehealth Services

ZENKAI provides an asynchronous telehealth platform through which you may receive medical consultations and prescriptions from independent, licensed US physicians. "Asynchronous" means your physician reviews your written intake and medical history — rather than conducting a live video or in-person visit — and makes prescribing decisions based on that information.

By proceeding, you understand and agree that:

• Asynchronous telehealth has inherent limitations compared to in-person care
• Your physician cannot perform a physical examination
• Diagnoses and prescriptions are based solely on information you provide
• Providing inaccurate health information may result in inappropriate prescribing and potential harm

2. Consent to Telehealth

You consent to receiving telehealth medical services through the ZENKAI platform, including: review of your health information by a licensed physician, issuance of prescriptions where medically appropriate, communication via secure messaging and email, and sharing of your health information with pharmacy partners as required to fill prescriptions.

You understand that you have the right to refuse telehealth services and seek in-person care at any time. You may withdraw this consent at any time by contacting us, which will result in discontinuation of your ZENKAI program.

3. Compounded Medication Consent

ZENKAI programs may involve compounded medications — medications that are prepared by a state-licensed 503A compounding pharmacy to a physician's specific order. You understand and consent to the following regarding compounded medications:

• Not FDA-approved: Compounded medications have not been evaluated by the FDA for safety, efficacy, or quality. They are not FDA-approved products.
• Regulatory status: They are produced in FDA-regulated facilities and dispensed under state pharmacy licensing, but the specific compounded formulations are not individually approved by the FDA.
• Variation: Compounded medications may differ in appearance, packaging, and inactive ingredients from FDA-approved versions of the same active ingredient.
• Physician judgment: Your physician has determined, based on your health information, that the clinical benefit of the prescribed compounded medication is appropriate for your situation.
• Reporting: You agree to promptly report any adverse reactions or side effects to your physician and, if serious, to emergency services.

4. Specific Medication Risks

Tirzepatide (ZENKAI Weight)

Known risks include: nausea, vomiting, diarrhea, constipation, decreased appetite, injection site reactions, and in rare cases, pancreatitis. A black box warning exists for patients with a personal or family history of medullary thyroid carcinoma (MTC) or Multiple Endocrine Neoplasia syndrome type 2 (MEN 2) — these patients should not use tirzepatide. You certify that you have disclosed all relevant personal and family medical history in your intake.

Testosterone (ZENKAI Men — TRT)

Known risks include: polycythemia (elevated red blood cell count), changes in cholesterol, testicular atrophy, reduced sperm production and potential infertility, acne, mood changes, and cardiovascular effects. Testosterone therapy requires ongoing laboratory monitoring. By proceeding, you consent to ongoing lab review as directed by your physician.

ED Medications (Tadalafil, Sildenafil, Apomorphine)

Known risks include: headache, flushing, nasal congestion, visual changes, and in rare cases, serious cardiovascular events. These medications are contraindicated with nitrate medications. You certify you are not taking nitrates or alpha-blockers without physician knowledge.

Hormone Replacement Therapy (ZENKAI Women)

Known risks vary by hormone type and route of administration and may include: breast tenderness, bloating, blood clot risk (particularly with oral estrogens), endometrial effects (mitigated with progesterone), and cardiovascular effects. Your physician will discuss the specific risk-benefit profile for your prescribed regimen.

Finasteride (Hair Restoration)

Known risks include: decreased libido, erectile dysfunction, and ejaculation disorders in some men. Post-finasteride syndrome has been reported. Finasteride is contraindicated in women who are or may become pregnant. You consent to discuss these risks with your physician before starting.

5. Emergency Care

ZENKAI is not an emergency service. In a medical emergency, call 911 or go to your nearest emergency room. Do not use ZENKAI messaging for urgent or emergency situations. ZENKAI physicians are not available 24/7 for urgent care — our support team can assist with non-emergency questions at any time.

6. Accuracy of Information

You certify that all information you provide to ZENKAI — including your medical history, current medications, symptoms, and personal details — is accurate and complete to the best of your knowledge. You understand that providing false or incomplete information may result in inappropriate prescribing and potential harm, and that ZENKAI and its affiliated physicians are not liable for adverse outcomes resulting from inaccurate information you provide.

7. Physician-Patient Relationship

Completing the ZENKAI intake assessment does not establish a physician-patient relationship. A physician-patient relationship is established only when a licensed physician reviews your intake and issues a prescription or otherwise begins providing medical care to you. This relationship terminates when your ZENKAI subscription ends or your physician discontinues care.

8. Questions

If you have questions about this consent before proceeding, please contact our care team: