Compliance
Telehealth Informed Consent
What telehealth is, what it isn't, and how visits, prescription review, refunds, and emergencies are handled.
Compliance
Telehealth Informed Consent
This consent explains how telehealth visits work, the limits of remote evaluation, and your rights. Please read it carefully before completing intake.
Nature of telehealth
ZYNDIO provides access to telehealth services, in which licensed clinicians evaluate, diagnose, and (where appropriate) prescribe medications using secure electronic communication tools instead of an in-person visit. Telehealth may include the review of intake questionnaires, medical history, photographs, lab results, and other records, as well as live audio or audio-and-video visits.
Telehealth is not a replacement for an in-person physical examination. The clinician will rely on the information you provide and the records you share. If a clinician believes that an in-person evaluation is necessary or that telehealth is not appropriate for your situation, you will be informed and referred for in-person care.
Async vs synchronous consults
Depending on your state, the program you select, and the clinician's judgment, your visit may be conducted as an asynchronous (store-and-forward) review or as a synchronous (real-time audio + video) visit.
Asynchronous review means the clinician reviews your intake, history, and any uploaded photos or records on their own schedule and responds to you electronically. There is no live call. Synchronous review means you and the clinician meet at the same time over a real-time audio or video connection.
Some jurisdictions require a live audio + video visit for the initial encounter. The current list is published at /state-legality and is the source of truth used by our intake quiz, pricing engine, and checkout. Where a synchronous visit is required by law for your state, an asynchronous review will not satisfy the legal standard for the initial visit.
No in-person physical examination
A telehealth visit does not include an in-person physical examination. The clinician cannot listen to your heart and lungs, palpate your abdomen, or perform other physical exam maneuvers. There may be conditions for which a remote evaluation is not adequate. By accepting this consent you acknowledge that limitation and accept the inherent reduction in clinical information available to the clinician compared with an in-person visit.
Technology, security, and limitations
Telehealth depends on technology you and the clinician use, including internet connections, software, and devices. Although we use commercially reasonable security measures, no electronic communication is perfectly private. Risks of telehealth include, but are not limited to, the following:
- Information transmitted may not be sufficient (for example, due to poor image resolution) to allow appropriate clinical decision-making.
- Delays in evaluation or treatment may occur because of technology failures.
- In rare cases, security protocols could fail and unauthorized access to PHI could occur.
- In rare cases, electronic information could be lost or corrupted.
- Some testing, diagnoses, treatments, or referrals may not be possible without an in-person evaluation.
Emergency limitations
Telehealth is not intended for medical emergencies, mental health crises, or any condition requiring immediate evaluation. If you believe you are experiencing an emergency, call 911 or go to the nearest emergency department immediately. Do not use the platform to request urgent or emergency care.
The platform is not staffed for after-hours urgent response. Messages and intake submissions are reviewed during normal operating windows. If your situation cannot wait for a routine response, seek in-person care.
Prescription review process
A purchase, intake submission, or scheduled visit is a request for clinical review and is not a guarantee that any prescription will be issued. The clinician will review your intake and any records, may request additional information, and will exercise independent professional judgment. The clinician may decline to prescribe a requested medication, may recommend a different treatment, or may determine that no medication is appropriate.
If a prescription is issued, it will be sent to a partner pharmacy or to a pharmacy of your choosing where permitted. Pharmacy review, dispensing, and shipping may take additional time and are subject to the pharmacy's own clinical and operational requirements.
Compounded medications may be used in some programs where clinically appropriate and where a pharmacy is licensed to compound. Compounded medications are not approved by the U.S. Food and Drug Administration (FDA) in the same way as commercially manufactured products. The use of medications for indications other than those listed on the FDA-approved labeling ("off-label" use) is a common and legal practice in the United States when supported by clinical judgment.
Controlled substances
ZYNDIO does not provide controlled substances through telehealth. Requests for controlled substances will be declined and the requester will be referred to in-person care.
Cancellation, refund, and refill policy
You may cancel a pending consultation, decline a recommended prescription, or stop participation in a program at any time before fulfillment by contacting support. Refund eligibility depends on the program, the stage of fulfillment, and applicable pharmacy and shipping rules:
- Consult fees become non-refundable once a clinician has begun review.
- Medication that has been dispensed by a pharmacy generally cannot be returned or refunded for safety and legal reasons.
- Shipping fees are not refundable once a shipment has been tendered to the carrier.
- Refill timing depends on clinician approval and pharmacy fulfillment cadence; you will be notified if a refill cannot be approved or shipped on the expected schedule.
For specific refund or cancellation questions, contact hello@zyndio.com.
Right to refuse or withdraw consent
Your participation in telehealth is voluntary. You may withhold or withdraw consent at any time, without affecting your right to future care or treatment. If you withdraw consent during an active program, the clinician will work with you on next steps, which may include referral to in-person care.
Acknowledgment
By proceeding through intake, scheduling a visit, or completing checkout for a regulated program, you acknowledge that you have read this Telehealth Informed Consent, understand the risks and limitations described above, and agree that the clinician may evaluate, diagnose, and treat you using telehealth as described.
Contact us
If you have questions about this consent or your telehealth visit, contact hello@zyndio.com.