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 board certified licensed medical doctors 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 physician will rely on the information you provide and the records you share. If a physician 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.
Two ways your visit can happen
Depending on your state, the program you choose, and the doctor's judgment, your visit will happen in one of two ways: an online review or a live video visit with a doctor.
Online review means you fill out a short health questionnaire (and upload any photos or records the doctor needs). The doctor reviews everything on their own schedule and replies to you through your secure account. There is no live call. Live video visit means you and the doctor meet at a scheduled time over a video call.
Some states require a live video visit for your first visit. The current list is published at /state-legality and is the source of truth used by our intake questionnaire, pricing, and checkout. If your state requires a live video visit by law, an online review will not satisfy that requirement for the first visit.
No in-person physical examination
A telehealth visit does not include an in-person physical examination. The physician 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 physician compared with an in-person visit.
Technology, security, and limitations
Telehealth depends on technology you and the physician 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 physician will review your intake and any records, may request additional information, and will exercise independent professional judgment. The physician 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 physician 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 physician 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 support@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 physician 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 physician may evaluate, diagnose, and treat you using telehealth as described.
Contact us
If you have questions about this consent or your telehealth visit, contact support@zyndio.com.
Mail correspondence: Zyndio, LLC, 30 N Gould St Ste R, Sheridan, WY 82801, USA.