Terms of Service

Who We Are and What These Terms Cover

These Terms of Service ("Terms") govern your access to and use of the websites, mobile applications, patient portal, and related services (together, the "Services") operated by Mazrek Health, LLC ("Mazrek," "we," "us," or "our"). By using the Services, you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Services.

We may update these Terms from time to time. The "Last updated" date at the top of this page shows when the current version took effect. Using the Services after an update means you accept the updated Terms.

Questions about these Terms can be sent to support@joinmazrek.com.

What Mazrek Does and Does Not Do

Mazrek is a technology platform. We connect patients with independent, licensed healthcare providers and independent, state-licensed pharmacies. Mazrek does not practice medicine, diagnose conditions, prescribe medications, or dispense drugs.

The providers you meet through the Services practice through independent professional entities, not through Mazrek, and they use their own clinical judgment. Using the Services does not create a provider-patient relationship with Mazrek. Pharmacies fulfill prescriptions under federal and state law and are responsible for their own dispensing.

Mazrek does not control whether a provider decides to prescribe, what is prescribed, or whether a pharmacy can fill an order. We make no promise that any medication will be prescribed, available, or suitable for you.

Eligibility

To use the Services you must be at least 18 years old, be located in the United States, be legally able to enter into a binding agreement, and give us truthful and complete information. Meeting these requirements does not guarantee that a provider will offer you treatment.

No Medical Advice

Content on our website and in our communications is for general education only. It is not medical advice and does not replace the advice of a qualified healthcare professional. Do not rely on it to diagnose or treat any condition.

If you have a medical emergency, call 911 or go to the nearest emergency room. Mazrek is not an emergency service, and messages sent through the platform are not monitored as emergency communications.

Telehealth and Clinical Services

Your care is delivered by independent providers through telehealth, which may include questionnaires, secure messages, and photos or other information you submit. You agree to the separate telehealth consent you will be asked to review before treatment.

Telehealth has limits. A provider cannot physically examine you and may not have information that an in-person visit would reveal. A provider may decide that telehealth is not appropriate for you, may ask for additional information or testing, or may recommend an in-person evaluation. If additional lab work or visits with another clinician are needed, you are responsible for their cost. State law may also limit a provider's ability to prescribe certain medications without an in-person exam.

Providers decide, in their sole judgment, whether to prescribe, which medication and dose are appropriate, and whether to adjust or stop treatment. Mazrek does not guarantee any diagnosis, prescription, or result, including any amount of weight loss. Results vary from person to person.

Pharmacies and Fulfillment

If a provider prescribes medication, the prescription is filled by an independent, state-licensed pharmacy. Mazrek does not operate a pharmacy and does not control how a pharmacy prepares or ships an order. By using the Services you consent to Mazrek sharing your personal information, health information, and prescription details with providers and pharmacies as needed to deliver care and fill your prescription.

Medication that has been dispensed cannot be returned, restocked, or resold, except where the law requires otherwise.

Compounded Medications

Some medications offered through the Services, including compounded semaglutide and compounded tirzepatide, are compounded. Compounded medications are prepared by a pharmacy for an individual patient on a provider's prescription. They are not FDA-approved, and the FDA does not review them for safety, effectiveness, or quality. They may differ from FDA-approved drugs in formulation, strength, and stability.

Whether a compounded medication is appropriate for you is decided by your provider and the dispensing pharmacy. Mazrek makes no representation that a compounded medication is safe or effective for any particular person. Read the information that comes with your medication and contact your provider with any questions. See also our Safety & Legal page.

Plans, Pricing, and Payment Authorization

Mazrek offers treatment plans with a monthly, 3-month, 6-month, or 12-month term. The price, billing frequency, and total charged for each term are shown on our pricing pages and at checkout. Monthly plans are billed every month, 3-month plans are billed every three months, and 6-month and 12-month plans are billed once, up front, for the full term.

Plan pricing covers the provider's review and care, the medication if one is prescribed, and shipping within the United States. Mazrek does not charge a separate membership fee. Costs that are not part of a plan, such as lab work ordered by your provider or a local pharmacy's charges, are your responsibility.

By placing an order you authorize Mazrek and its payment processors to charge your payment method for the amounts due, including any applicable taxes. A payment may be held temporarily while your eligibility is being reviewed. Services are not provided until payment is received and verified. Mazrek may decline or cancel an order, for example if information is missing or inaccurate. Mazrek is a cash-pay service and does not bill insurance. Medicare, Medicaid, and other government programs do not cover the Services, and Mazrek does not submit claims to them.

Automatic Renewal and Cancellation

Plans renew automatically at the end of each term until you cancel. You are responsible for canceling before your renewal date if you do not want to renew.

You can cancel through your patient portal or by emailing support@joinmazrek.com. Cancellation stops future renewals only. It does not undo charges that have already been processed, and it does not stop an order that has already been sent to a pharmacy. If you have a pending order you want to stop, contact us right away and we will try to help, but we cannot promise that it can be stopped once a pharmacy has begun processing it.

Charges that have already been processed are non-refundable except where the law requires otherwise or where this policy says a refund is available.

Refunds and Returns

Before a prescription is issued. If your provider determines that you are not eligible for treatment and no prescription has been issued or sent to a pharmacy, you are eligible for a refund of what you paid for the plan, less any fee that was already earned once your provider began their review.

Once a provider has reviewed your information. Consultation, review, and administrative fees are non-refundable once the provider has begun reviewing your information, except where the law requires otherwise.

Once a prescription is sent to a pharmacy. The order is final. Prescription medication, including compounded medication, cannot be returned, restocked, or resold, and charges for medication, pharmacy processing, and shipping are non-refundable once the prescription has been prescribed, processed, compounded, dispensed, or shipped. Changing your mind, being unhappy with the medication, or deciding not to continue after fulfillment has started does not qualify for a refund. We will review a request if a shipment arrives damaged or the pharmacy made a fulfillment error.

Customer errors. We do not issue refunds for delays, failed deliveries, or lost shipments caused by incorrect or incomplete information you provided, such as a wrong shipping address, or by not responding to a required follow-up in time.

Requesting a review. Email support@joinmazrek.com with your full name, the email used for your order, your order number if you have it, the purchase date, the reason for your request, and any photos or documents. A request does not guarantee a refund. Reviews generally take 2 to 5 business days, plus any time your bank or card issuer needs.

Nothing in these Terms limits any right you have under consumer protection law.

Shipping

Shipping within the United States is included in your plan price. Orders typically arrive within 2 to 5 days after the pharmacy ships them. Holidays, weather, high demand, or carrier delays can make delivery take longer, and we will contact you by email or phone if we expect a significant delay. Once your order ships you will receive a confirmation email with tracking information, which is typically active within 24 hours of shipment.

Mazrek ships to addresses in the United States only. We do not fulfill international orders.

Mazrek is not liable for packages that are damaged, delayed, or lost in transit. If your shipment arrives damaged, contact us at support@joinmazrek.com and keep the packaging and the damaged items so we can review the situation with the pharmacy.

Medication is not shipped in child-resistant packaging. Store all medication safely and out of reach of children.

Your Account and Portal

Some features require you to create an account. You agree to provide accurate, complete, and current information and to keep it updated. You are responsible for keeping your login credentials confidential and for everything that happens under your account. Tell us right away at support@joinmazrek.com if you think someone has used your account without permission. You may not share your account, create multiple accounts, or use someone else's.

We may suspend or close an account that we believe is being used unlawfully or in violation of these Terms.

Your Responsibilities

You agree to give accurate and complete health and identity information, to use the Services lawfully and only for yourself, and not to misrepresent who you are or whether you are eligible. You also agree not to interfere with or disrupt the Services, upload malicious code, scrape or copy content, attempt unauthorized access, resell the Services, or harass anyone.

Providing false or incomplete information can lead to denial of service, delayed or unsafe care, order cancellation, or termination of your access.

Communications by Text Message, Phone, and Email

When you give us your contact information you agree that Mazrek and its providers and pharmacy partners may contact you by email, phone, and text message about your account, orders, billing, care, and services, and, if you opt in, about promotions. Message and data rates may apply. You can opt out of marketing messages at any time, for example by replying "STOP" to a text. We may still send you messages that are necessary to operate your account and deliver your care. Consent to marketing is not a condition of using the Services.

Email and text messages are not encrypted and may be intercepted. By using them you accept that risk. Electronic messages satisfy any legal requirement that a communication be in writing.

Privacy

Our Privacy Policy and Notice of Privacy Practices explain how we collect, use, and protect your information, and they are part of these Terms. Your health information is also handled by the independent providers and pharmacies who care for you under their own privacy practices. Mazrek is not responsible for how those third parties handle your information.

Third-Party Services and Links

The Services may link to websites and services we do not control, including our providers' and pharmacies' sites and the payment processor. We do not endorse them and are not responsible for their content, policies, or practices. Your use of them is governed by their terms and privacy policies.

Intellectual Property

Mazrek owns or licenses everything on our platform, including text, graphics, logos, and software, and it is protected by intellectual property laws. We give you a limited, revocable, non-exclusive, non-transferable license to use the Services for your own personal, non-commercial use. You may not copy, publish, distribute, modify, reverse engineer, or use our name or branding without our written permission. We reserve all rights we do not expressly give you.

Reviews, Comments, and Feedback

If you submit a review, testimonial, comment, or other content that is not protected health information, you give Mazrek a worldwide, non-exclusive, perpetual, royalty-free, irrevocable license to use, reproduce, modify, and distribute it. You promise that you have the right to submit it, that it is accurate, and that it does not infringe anyone's rights or break any law. We may decline to post or may remove any content.

This license does not apply to your protected health information. We use that only as allowed by our Privacy Policy, HIPAA, and applicable law, including as needed to provide the Services with our providers and pharmacy partners.

Disclaimer of Warranties

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. MAZREK DISCLAIMS ALL WARRANTIES, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. MAZREK DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, THAT INFORMATION IS ACCURATE, THAT A PROVIDER OR PHARMACY WILL BE AVAILABLE, OR THAT ANY TREATMENT WILL BE EFFECTIVE OR PRODUCE ANY PARTICULAR RESULT. YOUR USE OF THE SERVICES IS AT YOUR OWN RISK.

Limitation of Liability

TO THE FULLEST EXTENT THE LAW ALLOWS, MAZREK, ITS AFFILIATES, AND THEIR OFFICERS, EMPLOYEES, AND LICENSORS ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, OR FOR LOST PROFITS, DATA, OR GOODWILL, ARISING FROM YOUR USE OF OR INABILITY TO USE THE SERVICES, EVEN IF WE HAVE BEEN TOLD SUCH DAMAGES ARE POSSIBLE.

MAZREK IS ALSO NOT LIABLE FOR CLAIMS ARISING FROM MEDICAL CARE, CLINICAL DECISIONS, PRESCRIPTIONS, TREATMENT OUTCOMES, PHARMACY FULFILLMENT, SHIPPING DELAYS, OR THE ACTS OR OMISSIONS OF INDEPENDENT PROVIDERS, PHARMACIES, CARRIERS, OR OTHER THIRD PARTIES.

IF MAZREK IS FOUND LIABLE FOR ANY REASON, ITS TOTAL LIABILITY IS LIMITED TO THE GREATER OF THE AMOUNT YOU PAID MAZREK IN THE SIX MONTHS BEFORE THE CLAIM AROSE OR $100, TO THE MAXIMUM EXTENT THE LAW ALLOWS. Some jurisdictions do not allow certain limitations, so some of this may not apply to you.

Indemnification

You agree to defend, indemnify, and hold harmless Mazrek Health, LLC, its affiliates, and their directors, officers, employees, contractors, agents, and successors from claims, damages, losses, and expenses, including reasonable attorneys' fees, arising from your use of the Services, your violation of these Terms or the law, your infringement of anyone's rights, or information you submit. Mazrek may take over the defense of any such claim at your expense.

Termination

You can stop using the Services at any time. Canceling a plan is covered under Automatic Renewal and Cancellation above. Mazrek may suspend, restrict, or end your access at any time, with or without notice, including for violating these Terms. Ending your access does not cancel amounts you already owe. After termination we have no further obligation to provide the Services, except as the law, professional ethics, or your right to access your health records requires. Sections that by their nature should continue, including those on payment, refunds, disclaimers, liability, indemnification, and dispute resolution, survive termination.

We may discontinue any program or service. If we discontinue a program you are enrolled in, we will give at least 30 days' notice so you can arrange other care.

Governing Law

These Terms are governed by the laws of the State of Delaware, without regard to conflict-of-law principles, except that federal law, including the Federal Arbitration Act, applies where relevant.

Dispute Resolution and Binding Arbitration

Please read this section carefully. It affects your legal rights.

Informal resolution first. Before starting any formal proceeding, you agree to send us a written notice describing the dispute and what you are asking for, at support@joinmazrek.com, and to give us 30 days to try to resolve it.

Binding individual arbitration. If we cannot resolve it, any dispute arising out of or relating to these Terms or the Services will be resolved by final, binding arbitration on an individual basis, not in court and not before a jury. Arbitration will be administered by the American Arbitration Association under its Consumer Arbitration Rules and held in New York, New York, unless the law requires a different location or we agree otherwise. Either party may go to small claims court for a dispute that qualifies, and either party may ask a court for injunctive or other equitable relief, including to protect intellectual property, without waiving arbitration.

Class action waiver. Disputes may be brought only in your individual capacity, not as a plaintiff or class member in any class, collective, or representative proceeding, to the fullest extent the law allows.

Opting out. You may opt out of arbitration by emailing support@joinmazrek.com within 30 days after you first accept these Terms. Include your full name, address, and email, and state clearly that you are opting out of arbitration. Opting out does not affect the class action waiver.

Time Limit for Claims

Any claim you have against Mazrek relating to these Terms or the Services must be brought within one year after the event that gave rise to it. A claim brought later is permanently barred, unless the law gives you a longer period that cannot be shortened by agreement.

General Terms

Severability. If any part of these Terms is found unenforceable, it will be limited to the minimum extent needed and the rest stays in effect. If the arbitration provision cannot be enforced for a particular claim, that claim goes to court and the rest of the arbitration provision still applies.

No waiver. If Mazrek does not enforce a provision, that is not a waiver of it. A waiver is effective only if it is in writing.

No agency. Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between you and Mazrek.

Assignment. You may not assign your rights or obligations under these Terms without our written consent. Mazrek may assign these Terms, including in a merger, acquisition, or sale of assets.

Entire agreement. These Terms, together with the Privacy Policy, are the entire agreement between you and Mazrek about the Services and replace any earlier communications about them.

Copyright Complaints

If you believe content on our platform infringes your copyright, send a written notice to support@joinmazrek.com, marked "Attn: Copyright Agent." Include your physical or electronic signature, a description of the copyrighted work, where the allegedly infringing material is located on our platform, your contact information, a statement that you believe in good faith that the use is not authorized, and a statement, under penalty of perjury, that your notice is accurate and that you are the owner or authorized to act for the owner.

Contact

Questions about these Terms? Email support@joinmazrek.com.