Terms | Kindred

Kindred weight-care subscription terms
Revision: kindred-2026-09-17
Published: 17 September 2026

Your agreement and the parties

Your agreement for this Kindred weight-care program is with Kindred Health, Inc. (“Kindred”, “we”, “us”, or “our”). GoRocky Medical Inc. (“GoRocky”) collects payments for the program through its payment processor, Xendit. GoRocky administers scheduled charges, payment retries, settlement, return credits and refunds under the rules below, and retains the early termination fee, reduction and waiver decisions in clause 5.7(c). Kindred’s care team coordinates program changes and cancellation requests and provides written cancellation confirmations.

Medical assessment, prescribing and treatment decisions remain with licensed medical professionals. An assessment, order or payment does not guarantee a prescription or establish clinical eligibility.

How these terms apply

These terms supplement the Kindred platform terms for subscriptions purchased through this storefront. The Kindred Privacy Notice explains the handling of your personal information. The subscription rules below take precedence over general payment, cancellation or refund terms wherever they conflict, including general cancellation fees and non-refundable consultation provisions. This preserves the full refund before dispatch in clause 5.7(e) and the clinical-ending protection in clause 5.8. One-time purchases are not fixed-term subscriptions.

4.3. Subscription services: Certain products and treatment programs are offered on a subscription basis. Subscriptions are fixed-term commitments governed by Section 5 below, which prevails over general payment terms in the event of any inconsistency.

5. SUBSCRIPTION PROGRAMS

5.1. Fixed-Term Commitment: When you enroll in a subscription program, you commit to the full number of months shown on the checkout page (the “Term”) and to the total program price for that Term (the “Program Value”). Your monthly or quarterly payments are a payment schedule for the Program Value, not a series of separate month-to-month purchases that you may stop at will. The Term, the Program Value, the payment schedule, and the delivery schedule are all displayed to you before you confirm your order.

5.2. Discounted Pricing Is Conditional on the Term: Subscription pricing is lower than our standard one-time price because it is granted on the basis that you will complete the full Term. If your subscription ends early for any reason attributable to you, the discount is forfeited and the medicine and services you have already received are re-priced at our standard non-subscription price, as described in clause 5.7.

5.3. Authorization to Charge: By enrolling, you authorize GoRocky and its payment processor, Xendit, to securely store your card details and to automatically charge each scheduled payment on its due date for the duration of the Term, without further notice or authorization from you for each individual charge. It is your responsibility to keep a valid payment method on file.

5.4. Advance Supply — You Receive Medicine Before You Have Paid for It: Your medicine is dispensed in multi-month packs while your payments are collected on a shorter cycle. This means that for most of the Term you will be holding medicine whose value is greater than the amount you have paid to date. We extend this advance supply as a convenience and on the strength of your commitment to the full Term. You remain liable for the full value of all medicine dispatched to you, whether or not the corresponding installments have yet fallen due.

5.5. Deliveries and Medical Clearance: Each scheduled delivery is subject to a medical review. We may withhold, delay, or adjust a delivery where a prescriber requires a check-in, a repeat assessment, or a change of treatment, or where a required assessment has not been completed. Where a delivery is withheld for these reasons, the corresponding payments are paused or adjusted accordingly.

5.6. Failed or Declined Payments: If a scheduled payment fails, GoRocky will re-attempt it. If it remains unpaid, your subscription will be marked past due, and we may suspend further deliveries until the outstanding balance is settled. Suspension of deliveries does not cancel your subscription and does not discharge you from liability for medicine already delivered.

5.7. Cancellation and Early Termination: You may request to end your subscription before the end of the Term. Because subscriptions are not self-service, the following applies:

(a) How to request: Cancellation requests must be made to Kindred's care team at care@mykindred.co or through the contact channels in your account. A cancellation takes effect only once Kindred's care team has confirmed it to you in writing; scheduled payments continue until that confirmation is issued.

(b) Settlement for medicine already received: Where the value of the medicine and services already delivered to you exceeds the total amount you have paid, the difference becomes immediately due and payable on cancellation. That difference is calculated at our standard non-subscription price for the units actually dispatched to you, less all payments already collected.

(c) Early termination fee: Where you end your subscription before the end of the Term other than at a scheduled review point, an early termination fee applies. The fee covers medicine already prepared and allocated to you, prescriber oversight, the operational cost of your program, and the discount you received on the assumption of the full Term. The amount of the fee, and whether it is reduced or waived in your circumstances, is determined by GoRocky at its sole discretion and may be up to the full unpaid balance of the Program Value. The fee is disclosed to you in writing, and you are given the opportunity to confirm, before the cancellation is finalized.

(d) Returns: Medicine that is unopened, unused, and whose storage integrity can be verified may be credited against the amount owing, at GoRocky's discretion and in accordance with the Return and Refund Policy linked below. Opened, used, or improperly-stored medicine cannot be returned or credited, for safety reasons.

(e) Cooling-off: Where you cancel before any medicine has been dispatched to you, no early termination fee applies and any amount collected is refunded in full.

(f) Alternatives to canceling: If your circumstances have changed — including where you have reached your treatment goal earlier than expected — you may instead request a consultation to pause your program, to adjust your dose, or to transition to a maintenance dose. Kindred's care team will explain the options available to you before any cancellation is processed.

5.8. Cancellation by Us: We may end your subscription where a prescriber determines that the treatment is no longer clinically appropriate for you, where you become medically ineligible, where you fail to complete a required medical review, or where you breach these Terms. Where we end your subscription on clinical grounds and you are not in breach, no early termination fee applies and you are charged only for medicine and services already delivered.

5.9. Changes to Your Program: Changes to your delivery address, dose, or program items are made through Kindred's care team and take effect from the next unfulfilled delivery. Changes may alter the Program Value; any such change is confirmed to you before it is applied.

5.10. Price Protection and End of Term: The Program Value is fixed for the duration of the Term and is not affected by subsequent price changes. Subscriptions do not renew automatically: your program ends when the Term is completed, and any continuation requires a new order at the price then in effect.

Applicable return, refund and guarantee policies

Purchases through this Kindred storefront use the same applicable commercial rules as GoRocky. The Return and Refund Policy applies to returns and refunds, subject to the subscription protections in clauses 5.7 and 5.8 above. An eligible weight-loss program may also qualify under the Weight Loss Money-Back Guarantee terms; the guarantee’s eligibility and claim requirements continue to apply. These linked policies do not replace the subscription-specific full-refund or clinical-ending rules.

Return and Refund Policy

This policy covers weight-care purchases through Kindred. Kindred’s care team handles requests at care@mykindred.co; GoRocky administers the payment, verification and refund decisions described below. The subscription-specific protections in clauses 5.7 and 5.8 above take precedence, including a full refund before any medicine is dispatched and no early termination fee for clinical ending without customer breach. The numbered sections in this policy refer to this Return and Refund Policy.

At Kindred, we provide a technology platform connecting users with licensed medical professionals and pharmacies. This policy governs cancellations, refunds, and returns for services and products facilitated through our platform and is designed to comply with the relevant Philippine laws, including but not limited to Food and Drug Administration (FDA), Department of Health (DOH), and Department of Trade and Industry (DTI) guidelines and issuances.

Separately from this policy, the GLP-1 Weight Management Program carries its own outcome-based money-back guarantee. Where the two documents overlap, the Money-Back Guarantee Terms govern that program.

1. Core Refund and Return Policy

1.1 Consultation Outcome Determines Refund Eligibility

If a licensed medical professional determines that a customer/patient is not a suitable candidate for the prescribed treatment:
- The order will be cancelled, and a full refund will be automatically processed.

If approved for treatment:
- For readily available prescription medicine (including Ozempic pens), payment becomes strictly non-refundable once the medicine has been dispensed by the partner pharmacy and turned over to the courier.
- For compounded products (Compounded Semaglutide (4mg), Compounded Semaglutide (8mg), Compounded Semaglutide (16mg), Compounded Tirzepatide (50mg), Compounded Tirzepatide (75mg), Compounded Tirzepatide (150mg)), a cancellation can no longer be processed if the pharmacy has already started compounding the product.
- Compounded prescription medicines are personalized, compounded, or allocated specifically for the customer/patient and cannot be returned, restocked, or reused, in compliance with Section 18 of the Implementing Rules and Regulations of RA 10918 and FDA regulations.
- Being non-returnable does not by itself make a product non-refundable. Enrolled patients may still qualify for a refund under Section 1.2 below, which does not require any medication to be sent back.

1.2 Weight Management Program Money-Back Guarantee

Patients enrolled in the GLP-1 Weight Management Program on an eligible compounded injectable treatment may claim a refund if the treatment does not work for them. This is an outcome-based guarantee assessed at the three-month mark, not a change-of-mind return. In summary, all of the following must be met:

A full three (3) months of prescribed treatment under the Program has been completed.
Less than five percent (5%) body-weight loss from the Day 0 baseline at the three-month mark.
Every prescribed dose and weekly body weight was logged in the patient's Kindred account with the required photo proof.
Required consultations were attended, including the discussion of Basal Metabolic Rate (BMR) and a personalized diet plan.
Confounding medical conditions were disclosed or ruled out by the prescribing physician.
The prescribing physician reviews the case and confirms a genuine treatment failure rather than non-adherence, a confounding condition, or undisclosed factors.

A suspected treatment failure must be reported and a review consultation requested within seven (7) days of reaching the three-month treatment mark. If the claim is approved, GoRocky refunds the full amount paid for the Program, including both the service fee and the cost of medication, in accordance with Section 5 below. No medication, used or unused, needs to be returned; separate disposal instructions are provided for safety and are not a condition of the refund.

This summary is provided for consistency with this policy. The complete eligibility criteria, exclusions, and claim procedure are set out in the Money-Back Guarantee Terms, which govern in the event of any inconsistency.

2. Order Cancellations

Pursuant to 1.1 above, a customer/patient may request a cancellation of his/her order and may be granted a full or partial refund, subject to the following:

General cancellation fee – Unless otherwise stated in this Policy or required by law, all approved cancellations and refunds are subject to a ten percent (10%) cancellation fee based on the total amount paid. This fee covers payment platform and transaction charges incurred by GoRocky Medical Inc.
Readily available prescription medicines – If the medicine has not yet been dispensed by the partner pharmacy and turned over to the courier, the order may be cancelled subject to the 10% cancellation fee.
Once the medicine has been successfully delivered and received, cancellations and refunds are no longer allowed, except as provided in Section 4 for damaged, defective, or incorrect items.
Compounded products – If the compounding pharmacy has not yet started the compounding process, the order may be cancelled subject to the 10% cancellation fee. For clarity, compounding is deemed to have started once a licensed pharmacist has performed any of the necessary steps for drug preparation after verifying a validly issued prescription, including calculations, mixing, assembling, packaging, or labeling of a drug. Once compounding has started, cancellations and refunds are no longer allowed.

Cancellation requests must be sent to care@mykindred.co with your order details.

3. Non-Returnable Items

Prescription medications.
Compounded or personalized products.
Items that have been opened, used, or tampered with.

These items cannot be physically returned. Where a refund is available without a return, such as under the Weight Management Program money-back guarantee in Section 1.2, this list does not remove that entitlement.

4. Exceptions – Replacement for Damaged, Defective, or Incorrect Items

While payments made pursuant to the customer/patient being approved for treatment are non-refundable, GoRocky allows the replacement of damaged, defective, or incorrect items delivered.
Requests for replacement shall be made by notifying Kindred’s care team at care@mykindred.co within 7 daysof delivery. The email request should include: customer/patient's full name; product name of the item delivered; and the description and proof of why the product is being replaced. The attachment of videos and/or photos showing the issues for damaged, defective, or incorrect items is encouraged to help facilitate verification.
GoRocky shall have the right to verify whether an item is damaged, defective, or incorrect. For this purpose, GoRocky may request reasonable proof from the customer/patient (such as photos, videos, or return of the product). If verification fails to establish that the item is damaged, defective, or incorrect, GoRocky may decline the request for replacement or refund. However, such verification shall not be unreasonably denied.
After verification and upon approval, a replacement or refund will be arranged at no extra cost for the customer/patient.

5. Procedure upon Approval

Upon GoRocky's verification, the customer/patient will receive a notice of approval of the refund/replacement request.
Refunds and replacements shall be processed within 5-10 business days from GoRocky's notice of approval.
Approved refunds are returned primarily via the original payment method used by the customer/patient, or any other means as may be agreed upon and approved by GoRocky.

6. Adverse Reactions to Products

Suspected adverse reactions (not necessarily related to item defects) should also be reported immediately to Kindred’s care team at care@mykindred.co. Such reports will be escalated to the licensed pharmacy and regulatory authorities as required by FDA/DOH.

7. Customer Support

Email: care@mykindred.co

Weight Loss Money-Back Guarantee terms

The following guarantee applies to eligible Kindred weight-care programs under the same eligibility and commercial rules as GoRocky. Kindred’s care team coordinates the review; GoRocky administers claim verification, financial approval and refunds. Section numbers below refer to this guarantee policy. Its exclusions do not remove the subscription-specific refund and clinical-ending protections in clauses 5.7 and 5.8 above.

At Kindred, we provide a technology platform connecting users with licensed medical professionals and pharmacies. This policy governs the money-back guarantee for the Kindred GLP-1 Weight Management Program and is designed to comply with relevant Philippine laws, including but not limited to Food and Drug Administration (FDA), Department of Health (DOH), and Department of Trade and Industry (DTI) guidelines and issuances.

This Guarantee applies only to compounded semaglutide and compounded tirzepatide dispensed through the program’s partner compounding pharmacy. It does not apply to readily available, FDA-approved brand-name GLP-1 products (e.g., Ozempic, Mounjaro) even if prescribed through Kindred.

1. Guarantee Eligibility

1.1 All of the Following Must Be Met

Minimum Treatment Duration — a full three (3) months of prescribed treatment under the Program.
Treatment-Failure Threshold — less than five percent (5%) body-weight loss from your Day 0 baseline at the three-month mark, verified against your logged weigh-ins and clinical records.
No Confounding Medical Conditions— your prescribing physician has ruled out, or you have fully disclosed, underlying medical conditions that could independently cause little-to-no weight loss or weight gain (e.g., hypothyroidism, PCOS, Cushing's syndrome, certain medications). Undisclosed or undiagnosed conditions of this kind may affect your eligibility.
Verified Dosage & Weigh-In Logs — every prescribed dose and your body weight logged weekly in your Kindred account, each with photo proof. Once submitted with photo proof, an entry becomes permanently non-editable.
Nutritional Counseling — attendance at your required consultations, during which your Basal Metabolic Rate (BMR) and a personalized diet plan were discussed and provided by your prescribing physician.
Clinical Confirmation — your prescribing physician reviews your case and confirms that your lack of results reflects a genuine treatment failure, not non-adherence, a confounding condition, or undisclosed factors.

2. What You Get Back

If your claim is approved, GoRocky refunds the full amount you paid for the Program — including both the service fee and the cost of medication — to your original payment method.

3. How to File a Claim

If you believe the medication isn't working for you, report this through your Kindred account or directly to your Patient Care Manager.
Your Kindred Patient Care Manager will book you a consultation with your prescribing physician.
At the consultation, your physician will review your logged dosage and weigh-in history, confirm you've completed three months of treatment, and determine whether you meet the treatment-failure criteria under this Guarantee.
If approved, your Kindred Patient Care Manager will process your refund — subject to GoRocky Sales Manager approval — and escalate it to GoRocky’s Finance team for payment.
You'll receive written confirmation once a decision has been made.

You must report a suspected treatment failure and request your consultation within seven (7) days of reaching your three-month treatment mark.

4. Medication Disposal — No Return Required

You are not required to return any medication, used or unused, to receive your refund. Compounded prescription medicines are personalized and prepared specifically for you and cannot be returned, restocked, or reused, in compliance with Section 18 of the Implementing Rules and Regulations of RA 10918 and FDA regulations. You'll receive separate instructions on how to safely dispose of any remaining medication; this is for your safety and is not a condition of your refund.

5. When This Guarantee Doesn't Apply

This Guarantee does not apply if:

You haven't completed the minimum three-month treatment duration.
Your weekly dosage or weigh-in logs are incomplete, missing, or weren't submitted with the required photo proof.
You voluntarily discontinued the Program for reasons unrelated to physician-directed necessity.
You withheld or misrepresented health information — including underlying conditions covered in Section 1 — that would have affected your eligibility for the Program or this Guarantee.
GoRocky suspects abuse or manipulation of the Guarantee, including repeat enrollment/cancellation across accounts or tampering with logged data or photo proof.
You discontinued treatment due to a medical adverse event — these cases are handled under GoRocky's separate compassionate/medical policy, not this Guarantee.
Your treatment involved a readily available, FDA-approved brand-name GLP-1 product (e.g., Ozempic, Mounjaro) rather than a compounded medication.

6. Procedure Upon Approval

Upon approval, you will receive a notice confirming your refund.
Refunds are processed within 5–10 business days from the date of approval.
Refunds are returned via your original payment method, or another means agreed upon and approved by GoRocky.

7. Other Terms

This Guarantee applies only to the compounded medications in the Kindred GLP-1 Weight Management Program and does not extend to any other product or service.
GoRocky may verify any information you submit in connection with a claim, including logged data, photo proof, and clinical records.
This Guarantee is governed by, and construed in accordance with, the law of the Philippines. The Parties shall attempt in good faith to promptly resolve any dispute arising out of this Guarantee (which shall commence by either party giving written notice to the other). In the event that such dispute cannot be resolved by amicable negotiations within thirty (30) days of either party giving written notice to the other, the dispute shall be submitted by either party for resolution by the courts of the Philippines in Makati City, having exclusive jurisdiction over the dispute.
GoRocky may update this policy from time to time. Claims will follow the version in effect when submitted, provided that changes will not reduce any benefit or right that accrued before the update.

8. Customer Support

For questions about this Guarantee, or to begin a claim, message your Kindred Patient Care Manager through your account or contact Kindred’s care team at care@mykindred.co.

Medical assessment, prescribing, treatment and dispensing are carried out by the responsible licensed medical professionals and pharmacies.

Contact Kindred’s care team

For program changes, cancellation, payment or refund requests, email care@mykindred.co or use the contact channels in your account. Include your order or subscription reference. Kindred’s care team will coordinate payment matters with GoRocky. This care contact does not replace legal-notice channels in the platform terms.

The details of your care.