Terms of Service

1. Agreement to Terms

By accessing or using Cield's platform, services, or applications (collectively, "Services"), you agree to be bound by these Terms of Service. If you do not agree to all terms, do not use the Services. These Terms apply to all visitors, users, and patients.

2. Nature of Services — Not Emergency Care

Cield provides access to telehealth consultations and treatment programs facilitated by independent, licensed healthcare providers. Our Services are not a substitute for emergency medical care.

If you are experiencing a medical emergency, call 911 or go to your nearest emergency room immediately. Do not use this platform for emergencies.

3. Eligibility & State Availability

• You must be at least 18 years of age to use our Services
• You must be a legal resident of the United States
• Telehealth services are subject to clinician review and are only available in states where our providers are licensed to practice
• Availability of specific treatments may vary by state based on applicable law
• You must provide truthful and complete health information. Providing false information may result in termination of your account and could pose serious health risks

4. Telehealth Consent

By using our Services, you consent to receiving healthcare services via telehealth. You acknowledge and understand:

• Telehealth involves the delivery of health services using electronic communications, and the clinician may not be physically present
• Telehealth has known benefits (convenience, access) and limitations (inability to perform physical examinations)
• Technical difficulties may interrupt or prevent care delivery; in such cases, in-person consultation may be necessary
• All laws protecting medical confidentiality apply to telehealth services
• You have the right to withdraw consent for telehealth services at any time without affecting your right to future care

5. Prescriptions & Clinical Decisions

Prescriptions are not guaranteed. All prescription decisions are made solely at the clinical discretion of the licensed healthcare provider reviewing your case. Cield does not practice medicine and does not prescribe medications. Clinicians may decline to prescribe for any reason, including medical contraindications, ineligibility, or insufficient information. You understand this before purchasing any plan.

6. Your Health Responsibilities

• Provide complete, accurate, and current health information
• Disclose all current medications, supplements, and health conditions
• Follow all medication instructions, dosing guidelines, and safety warnings provided by your clinician
• Report any adverse effects or concerns promptly via your patient portal or by contacting care@cield.com
• Maintain regular follow-up care as directed by your provider
• Not share your prescribed medication with others

7. Billing, Pricing & Payment

• All prices are listed in USD and include the cost of medication, compounding, shipping, and ongoing clinical oversight
• Payment is charged at the time of order. Recurring subscription plans are charged at the start of each renewal period
• We use Stripe for secure payment processing. We do not store your full card details
• Prices are subject to change; you will be notified before any changes affect your active subscription
• Our Services are not covered by insurance. We do not submit claims to insurance carriers

8. Cancellation & Refund Policy

• You may cancel your subscription at any time from your patient portal, subject to the refill processing window (typically 4 days before renewal)
• Cancellations made within the processing window will take effect at the end of the current billing period
• Refunds are considered on a case-by-case basis. Medications that have been dispensed and shipped are generally non-refundable due to the nature of compounded pharmaceuticals
• If a clinician determines you are ineligible for treatment after payment, a full refund will be issued promptly
• For refund requests, contact care@cield.com

9. Shipping & Delivery

Medications are shipped after clinician approval, typically within 3–5 business days. Delivery times vary by location. We are not responsible for delays caused by shipping carriers, customs, or events outside our control. You must provide an accurate shipping address. Reshipment fees may apply for packages returned due to an incorrect address.

10. Prohibited Uses

You agree not to:

• Provide false or misleading health or identity information
• Attempt to obtain medications for resale, distribution, or use by a third party
• Use our Services for any unlawful purpose
• Attempt to circumvent security measures, rate limits, or access controls
• Reverse-engineer, scrape, or misuse the platform

11. Limitation of Liability

To the fullest extent permitted by law, Cield and its officers, employees, partners, and providers shall not be liable for indirect, incidental, consequential, or punitive damages arising from your use of the Services. Our total liability for any claim shall not exceed the amount you paid for the Services in the 12 months preceding the claim. Nothing in these Terms limits liability for death or personal injury caused by gross negligence or fraud.

12. Governing Law & Disputes

These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles. Any dispute arising from these Terms or use of the Services shall first be submitted to good-faith negotiation. If unresolved, disputes will be resolved by binding arbitration under the American Arbitration Association rules, except for claims seeking injunctive relief.

13. Changes to These Terms

We may modify these Terms at any time. We will notify you of material changes by email or by prominently posting a notice on our platform. Continued use of the Services after changes are posted constitutes acceptance of the revised Terms.

14. Contact

For questions about these Terms, contact us at care@cield.com.