Terms & Conditions

Definitions & Parties

As used throughout these Terms & Conditions, the following terms have the meanings set out below.

Eligibility & Enrollment

To enroll in the Prime Metabolic Program, you must meet all of the following eligibility requirements at the time of enrollment and maintain them throughout your participation:

Enrollment in the waitlist does not guarantee admission to the Program. Program acceptance is subject to physician evaluation, clinical appropriateness, and availability. We reserve the right to decline enrollment or discontinue services to any individual at our discretion, consistent with applicable law and our non-discrimination policies.

Nature of Services

Prime Metabolic provides a managed telehealth program through which patients are connected with licensed physicians for evaluation, treatment planning, and ongoing care management related to metabolic health and GLP-1 therapy. Our services include, but are not limited to:

• Named physician assignment and asynchronous or synchronous telehealth consultations
• Medical intake review and clinical eligibility determination
• Prescription of FDA-approved GLP-1 medications where clinically appropriate, fulfilled through licensed pharmacy partners (including LillyDirect)
• Ordering and interpretation of quarterly metabolic laboratory panels
• Individualized care protocols including titration schedules and lean mass preservation guidance
• Ongoing care coordination, check-ins, and medication management

Scope Limitations

Prime Metabolic is a telehealth program and does not provide in-person care, emergency medical services, or primary care services. We do not replace your primary care physician or any specialist you may be seeing. Our Program is designed to complement, not substitute, your broader healthcare relationship.

Availability & Geographic Restrictions

Services are available in U.S. states where Prime Metabolic holds applicable telehealth authorizations. Availability may change as we expand or adjust our operational footprint. If you relocate to a state where services are not available, we will work with you to transition your care appropriately, though we cannot guarantee continuity of service in all circumstances.

Medical Disclaimer

Clinical Judgment

All clinical decisions — including whether to prescribe GLP-1 medication, which medication to prescribe, starting dose, titration schedule, and whether to continue or discontinue treatment — are made solely at the discretion of your assigned licensed physician. Prime Metabolic does not override, direct, or interfere with clinical judgment. Physicians affiliated with Prime Metabolic exercise independent professional judgment in accordance with applicable standards of care.

No Guaranteed Outcomes

Individual results from GLP-1 therapy and metabolic health interventions vary significantly. Prime Metabolic makes no guarantee, warranty, or representation regarding specific clinical outcomes, including weight loss, body composition changes, metabolic marker improvement, or any other health metric. Testimonials, case studies, or statistical claims on our platform represent experiences that may not be typical and should not be construed as a promise of results.

Emergency Situations

Prime Metabolic is not an emergency service. If you are experiencing a medical emergency, call 911 or go to your nearest emergency room immediately. Do not use our platform or contact us in place of emergency care. If you experience serious side effects or adverse reactions to any medication prescribed through the Program, seek immediate in-person medical attention and notify your assigned physician as soon as possible.

Informed Consent

Prior to beginning treatment, you will be asked to review and sign an informed consent document specific to GLP-1 therapy and the Program. That document forms part of your clinical agreement with your assigned physician and should be read carefully. Execution of that consent is a prerequisite to receiving prescriptions through the Program.

Fees & Payment

Prime Metabolic operates on a direct-pay model. We do not accept health insurance or Medicare/Medicaid at this time. Program fees are separate from medication costs, which are billed directly by the fulfillment pharmacy.

Program Fees

Current program fees, including enrollment fees, monthly membership fees, and fees for any add-on services, are disclosed at the time of enrollment and may be updated from time to time. We will provide advance notice of any fee changes to enrolled patients. Continued use of the Program following notice of a fee change constitutes acceptance of the revised fees.

Payment Processing

All payments are processed securely through our third-party payment processor. By providing your payment information, you authorize Prime Metabolic to charge the applicable fees to your designated payment method on the schedule described at enrollment. You represent that you have the right to authorize charges to the payment method provided.

Medication Costs

Medication costs are determined by and billed directly by the fulfillment pharmacy (e.g., LillyDirect). These costs are separate from Prime Metabolic's program fees and are subject to change. Prime Metabolic does not receive any portion of medication costs and does not mark up medications. Savings programs, manufacturer coupons, and out-of-pocket cost assistance may be available directly from the pharmacy or manufacturer.

Insurance & HSA/FSA

Prime Metabolic does not bill insurance and does not provide superbills for insurance reimbursement. Program fees may be eligible for payment using Health Savings Account (HSA) or Flexible Spending Account (FSA) funds; please consult your plan administrator to confirm eligibility before using these funds for our services.

Cancellation & Refunds

Cancellation by You

You may cancel your Program enrollment at any time by contacting us at hello@prime-metabolic.com. Upon cancellation, your access to the platform and physician services will terminate at the end of your current billing period. Cancellation does not affect pending prescription refills already processed through the pharmacy partner.

Refund Policy

Program fees are generally non-refundable once a physician consultation has occurred within a billing period. If you cancel prior to your first physician consultation, you may be entitled to a full refund of the enrollment fee, less any administrative costs, within 7 days of enrollment. Refund requests should be submitted to hello@prime-metabolic.com within 30 days of the charge in question.

Cancellation by Prime Metabolic

We reserve the right to suspend or terminate your access to the Program at any time, with or without notice, if: you violate these Terms; you provide false or misleading information; your clinical status changes in a way that makes continued treatment inappropriate; or for other legitimate operational or legal reasons. In the event of termination by Prime Metabolic for reasons other than your violation of these Terms, we will provide a pro-rated refund of any prepaid unused fees.

Your Responsibilities

By using the Platform and participating in the Program, you agree to the following obligations:

Accuracy of Information

You agree to provide truthful, accurate, and complete information at all times, including during medical intake, identity verification, and payment processing. You understand that providing false medical information may result in prescriptions being issued inappropriately, which could harm your health, and may constitute fraud under applicable law. You agree to promptly notify your physician of any changes to your health status, medications, or relevant circumstances.

Account Security

You are responsible for maintaining the confidentiality of your account credentials. You agree not to share your login information with any other person and to notify us immediately of any unauthorized access to your account. Prime Metabolic is not liable for any loss or damage arising from your failure to maintain account security.

Acceptable Use

You agree not to use the Platform or Program for any unlawful purpose, and specifically agree not to:

• Attempt to obtain prescriptions for medications you do not intend to use personally or that you plan to resell or distribute to others
• Use the Platform to access or attempt to access the accounts or records of other users
• Transmit any content that is abusive, threatening, defamatory, or otherwise objectionable to our staff, physicians, or other patients
• Engage in any activity that disrupts or interferes with the operation of the Platform or Program
• Attempt to reverse engineer, copy, or exploit any proprietary features of the Platform
• Violate any applicable federal, state, or local laws or regulations in connection with your use of our services

Compliance with Clinical Guidance

While we respect your autonomy as a patient, you acknowledge that the Program's effectiveness depends on adherence to your physician's clinical guidance, including recommended lab schedules, dosing protocols, and check-in appointments. Failure to comply with clinical recommendations may limit our ability to safely manage your care and may be grounds for program discontinuation.

Intellectual Property

All content on the Prime Metabolic Platform — including but not limited to the website design, text, graphics, logos, care protocols, educational materials, software, and the "Prime Metabolic" name and mark — is the exclusive property of Prime Metabolic LLC or its licensors and is protected by applicable intellectual property laws, including U.S. copyright, trademark, and trade secret law.

You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Platform solely for your personal use in connection with the Program. You may not reproduce, distribute, modify, create derivative works from, publicly display, or commercially exploit any content from the Platform without our prior written consent.

Any feedback, suggestions, or ideas you provide to us regarding the Platform or Program may be used by us freely without compensation or attribution to you, and you hereby assign to Prime Metabolic all rights in such submissions.

Limitation of Liability

Disclaimer of Warranties

The Platform and Program are provided "as is" and "as available" without warranties of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted or error-free operation. We do not warrant that the Platform will be free from bugs, viruses, or other harmful components, or that any clinical outcome will be achieved.

Limitation of Damages

To the maximum extent permitted by applicable law, Prime Metabolic LLC and its officers, directors, employees, physicians, affiliates, and agents shall not be liable to you for any indirect, incidental, special, consequential, punitive, or exemplary damages, including but not limited to loss of profits, loss of data, loss of goodwill, personal injury, or property damage, arising out of or in connection with your use of the Platform or Program, even if we have been advised of the possibility of such damages.

Our total aggregate liability to you for any claims arising under or in connection with these Terms or your use of the Program shall not exceed the total amount of Program fees paid by you to Prime Metabolic in the twelve (12) months immediately preceding the event giving rise to the claim.

Jurisdictional Exceptions

Some jurisdictions do not allow the exclusion of certain warranties or the limitation or exclusion of liability for certain damages. If you are located in such a jurisdiction, some of the limitations above may not apply to you. Nothing in these Terms limits our liability for death or personal injury caused by our gross negligence, fraud, or any other liability that cannot be lawfully excluded.

Indemnification

You agree to defend, indemnify, and hold harmless Prime Metabolic LLC and its officers, directors, employees, physicians, affiliates, agents, licensors, and service providers from and against any and all claims, liabilities, damages, judgments, awards, losses, costs, expenses, and fees (including reasonable attorneys' fees) arising out of or relating to:

• Your violation of these Terms & Conditions
• Your provision of false, inaccurate, or misleading information in connection with your enrollment or participation in the Program
• Your misuse of the Platform or any services provided through it
• Your violation of any applicable law, regulation, or the rights of any third party
• Any claim by a third party arising from your conduct in connection with the Program

We reserve the right to assume the exclusive defense and control of any matter subject to indemnification by you, at your expense, and you agree to cooperate with our defense of such claims.

Dispute Resolution

Informal Resolution

Before initiating any formal legal proceeding, you agree to contact us first at hello@prime-metabolic.com and give us a reasonable opportunity (not less than 30 days) to resolve your concern informally. We take patient concerns seriously and aim to address all issues promptly and fairly.

Binding Arbitration

If informal resolution is unsuccessful, any dispute, claim, or controversy arising out of or relating to these Terms or your use of the Platform or Program — including questions about the existence, validity, interpretation, breach, or termination of these Terms — shall be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, rather than in court. The arbitration shall be conducted in English, and the arbitrator's decision shall be final and binding.

Governing Law & Venue

These Terms are governed by the laws of the State of Delaware, without regard to its conflict of law principles. To the extent that any dispute is not subject to arbitration, you and Prime Metabolic consent to the exclusive jurisdiction of the state and federal courts located in New Castle County, Delaware.

Statute of Limitations

Any claim or cause of action you may have arising out of or related to your use of the Platform or Program must be filed within one (1) year after such claim or cause of action arose; otherwise, such claim or cause of action is permanently barred.

General Provisions

Entire Agreement

These Terms & Conditions, together with our Privacy Policy, HIPAA Notice of Privacy Practices, and any informed consent documents executed by you, constitute the entire agreement between you and Prime Metabolic regarding your use of the Platform and Program, and supersede all prior agreements, representations, and understandings.

Modifications

We reserve the right to modify these Terms at any time. We will notify enrolled patients of material changes by email or by posting a prominent notice on the Platform. Your continued use of the Platform or Program after the effective date of any change constitutes your acceptance of the revised Terms. If you do not agree to modified Terms, you must discontinue use and contact us to cancel your enrollment.

Severability

If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable from these Terms and shall not affect the validity and enforceability of any remaining provisions, which shall continue in full force and effect.

Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. Any waiver of a breach of these Terms must be in writing and signed by an authorized representative of Prime Metabolic to be effective.

Assignment

You may not assign, transfer, or delegate any of your rights or obligations under these Terms without our prior written consent. We may freely assign our rights and obligations under these Terms in connection with a merger, acquisition, or sale of all or substantially all of our assets, without your consent.

Force Majeure

Prime Metabolic shall not be liable for any delay or failure in performance resulting from causes beyond our reasonable control, including but not limited to acts of God, pandemics, government actions, natural disasters, cyberattacks, supply chain disruptions, or failures of third-party service providers.

Contact for Legal Notices

Formal legal notices to Prime Metabolic must be delivered in writing to the contact information below. We encourage general questions and concerns to be directed to our support team first.

Related documents: Privacy Policy  ·  HIPAA Notice of Privacy Practices