Who this policy is for
Aayu OS is a business to business platform. Our customers are licensed provider practices, not consumers. This policy describes what happens to an order a practice places through the Aayu OS platform, and to the payment for that order.
If you are a patient, this policy does not apply to you. Your practice sets its own terms with you, collects payment from you outside this platform, and is your point of contact. Please contact your prescriber.
When your practice is charged
Your practice is charged once per order, at the time the order is submitted, at the price displayed on screen before submission. That single charge covers the medication price set by the dispensing pharmacy, any shipping quoted on the order, and the Aayu OS platform service charge, each disclosed to you at the time of the order.
If the payment does not succeed, the order is not routed to a pharmacy and nothing is dispensed.
Cancelling an order
The rule in one sentence. You can cancel any order free of charge at any time before it ships, with no cancellation fee, restocking fee, or preparation fee at any stage. Once an order has shipped it cannot be cancelled.
Before the order ships
Cancel from the order itself in the Aayu OS portal, or contact us. There is no cancellation fee and no restocking fee, whether or not the pharmacy has already begun preparing the medication. The full amount charged for that order is refunded.
The dispensing pharmacy acknowledges cancellation requests the same business day. A cancellation is an administrative and payment instruction only. Aayu OS never modifies or voids a prescription, and any clinical change has to come from the prescriber.
After the order ships
Once an order has shipped, it cannot be cancelled and the amount charged is not refundable, except where this policy provides otherwise in the section on shipments that arrive damaged, spoiled, or not at all.
This is not a commercial preference. A compounded medication is prepared for one identified patient and labelled for that patient. By the time it ships it has been dispensed, and it cannot lawfully be returned to stock, redirected to another patient, or resold.
If the pharmacy rejects the order
A dispensing pharmacy can decline an order, for example if it cannot supply that formulation or is not licensed in your patient's state. If it does, nothing is dispensed and the full amount charged is refunded automatically. You do not need to ask.
Returns
Shipped medications cannot be returned. This applies to every order, including one that arrives correctly and is simply no longer wanted.
Federal and state pharmacy law, and the chain of custody requirements that go with a compounded sterile preparation, mean that once a medication has left the dispensing pharmacy it cannot be accepted back into inventory or dispensed to anyone else. Please dispose of unwanted medication in line with your practice's own procedures.
If a shipment arrives damaged, spoiled, or incorrect, do not return it. Contact us instead and see the next section.
Shipments that arrive damaged, spoiled, or not at all
These outcomes are stated in advance so that you do not have to negotiate them. In each case, contact us and we will administer the outcome with the dispensing pharmacy on your behalf.
| What happened | What you get |
|---|---|
| Cold chain excursion, or the medication arrives spoiled or out of specification | Reshipped at no charge to your practice |
| The shipment is lost in transit | Reshipped at no charge to your practice |
| The carrier confirms delivery but the package is stolen | One free replacement per patient per rolling twelve months. After that, the replacement is at standard pricing and a delivery signature is required |
| The shipping address your practice supplied was incorrect | Reshipment is at your practice's cost, because the pharmacy dispensed and shipped correctly |
| The wrong item or strength was dispensed | Corrected and reshipped at no charge to your practice |
Urgent replacements are shipped ahead of the standard queue. Report a suspected quality event or an adverse event to us within one business day so that it reaches the pharmacy and, where required, the relevant authorities.
Refund timing and method
Where this policy provides a refund, Aayu OS initiates it within three business days of the cancellation, the pharmacy's rejection, or our confirmation of the outcome above. A cancellation before shipment is always refunded in full.
Refunds are issued to the original payment method used for the order. We cannot refund to a different card, account, or party.
How long the money then takes to appear on your statement is determined by your bank or card issuer, not by us. Several business days is normal. If a refund has not appeared ten business days after we told you it was initiated, contact us and we will send you the reference for it.
How to request a cancellation or refund
The fastest route is the order itself in the Aayu OS portal, which is available to every user at your practice.
You can also email support@aayuos.com. Include your practice name, the order number, and what you would like to happen. Please do not include patient clinical information in the email; the order number is enough for us to find it.
If you disagree with an outcome under this policy, say so in the same thread and we will review it again and give you our reasoning in writing.
Changes to this policy
We may update this policy. The effective date at the top of the page always reflects the current version, and the version in force when you submitted an order is the version that governs that order.
Where this policy and your practice's signed Clinic Participation Agreement differ, the Participation Agreement governs. This page is written to describe that agreement in plain language, not to replace it.
Contact
Om Healthcare Inc., operator of the Aayu OS platform.
Email support@aayuos.com
Telephone (312) 625-1889
Aayu OS, Om Healthcare Inc.
20330 N Deer Park Blvd, Suite 130
Deer Park, IL 60010
United States