Terms of Service

1. Introduction

These Terms of Service (“Terms”) govern your access to and use of the Arbor website, platform, and related services (collectively, the “Services”).

The Services are operated by Harbor Health Inc. d/b/a Arbor, a Delaware corporation (“Arbor,” “we,” “us,” or “our”), with a principal place of business at:

8 The Green # 25407
Dover DE 19901
United States

By accessing or using the Services, you acknowledge that you have read, understood, and agree to be legally bound by these Terms, our Privacy Policy, and any additional terms incorporated by reference. If you do not agree to these Terms, you may not use the Services.

2. Services Overview

Arbor provides a technology platform that may include:

• Access to information related to health and wellness
• Access to a network of independent, licensed healthcare providers for telehealth services
• Administrative and technology support related to scheduling, communications, and payments
• Coordination with third-party pharmacies for prescription fulfillment
• Secure electronic communications and record management related to your use of the Services

Arbor does not recommend or endorse any specific provider, medication, test, or treatment. All medical decisions are made solely by licensed healthcare providers based on their independent clinical judgment.

Nothing on the Services constitutes medical advice or guarantees any specific outcome.

3. Eligibility and Availability

The Services are available only to individuals who:

• Are at least 18 years of age
• Are located in the United States
• Are accessing the Services for personal, non-commercial use

Access to the Services may be limited based on state licensure requirements or other regulatory considerations. Arbor makes no representation that the Services are available in every state.

4. Telehealth Services

The Services may involve telehealth, which is the delivery of healthcare services through electronic communications between a patient and a licensed provider who are not in the same physical location.

Telehealth services may include asynchronous communications, electronic health questionnaires, secure messaging, and periodic consultations as determined by your provider.

Telehealth has limitations and may not be appropriate for all conditions. Your provider will determine whether telehealth is suitable for you.

Your consent to receive telehealth services will be obtained separately through a dedicated Telehealth Consent form.

5. Relationship with Providers and Pharmacies

Arbor is not a healthcare provider and does not practice medicine.

Healthcare services are provided solely by licensed clinicians who operate independently of Arbor through separate professional entities. Arbor does not control or direct clinical decision-making.

Arbor is not a pharmacy and does not dispense medications. If a provider issues a prescription, it may be routed to a third-party pharmacy within a pharmacy network for fulfillment. Pharmacy services are provided by independent pharmacies, not Arbor.

6. No Insurance Accepted

Arbor and the providers accessible through the Services do not accept health insurance, Medicare, Medicaid, or other government healthcare programs at this time. All Services are provided on a cash-pay basis.

You are solely responsible for all fees associated with your use of the Services.

7. Registration and Account Security

You may be required to create an account to access certain Services. You agree to provide accurate, complete, and current information and to keep your account credentials secure.

You are responsible for all activity that occurs under your account. You must notify Arbor immediately of any unauthorized use or security breach.

8. Payments and Subscriptions

Certain Services are offered on a subscription basis that automatically renews unless canceled.

Your subscription may cover:

• Platform access
• Ongoing clinician support
• Periodic clinician consultations (e.g., every three months)
• Medication fulfillment and shipping, where applicable

By enrolling, you authorize Arbor or its payment processors to charge your payment method on a recurring basis.

Plans are billed monthly, or prepaid for a 3-, 6- or 12-month term. Prepaid plans are discounted and are paid in full at the start of each term.

You may cancel your subscription at any time to stop future charges. If you cancel, or ask us to cancel, before your renewal date, you will not be charged for the renewal. Cancellation takes effect at the end of the current billing period. Payments already made are refunded only as described in Section 9.

9. Refund and Weight-Loss Guarantee Policy

Payments are refunded only as described in this Section 9. Fees cover coordination, clinician review, fulfillment, shipping, and related logistics.

Once your prescription is written. Once a clinician has written your prescription, your payment is non-refundable and your order cannot be cancelled. Our partner pharmacy begins filling prescriptions as soon as they are received, in a high-volume process that cannot be stopped for individual orders.

Before your prescription is written. If you cancel before your prescription is written, we refund your payment minus a $100 clinician consult fee, which covers the clinical review and processing of your case.

Prepaid plans. Prepaid 3-, 6- and 12-month plans are discounted. Once the prescription for the first fill of a prepaid plan is written, no part of the plan is refundable, including months that have not yet shipped.

Renewals. If you cancel, or ask us to cancel, before your renewal date, you will not be charged for the renewal, and if a renewal is charged before we process your request, we refund it in full. If you cancel after a renewal is charged, we refund it minus the $100 clinician consult fee if the refill prescription has not yet been written; once it has been written, the renewal is non-refundable.

Exceptions. If a clinician does not approve treatment, we refund your payment in full. We also refund duplicate or incorrect charges, and payments for orders not shipped because of an error by us or the pharmacy.

If a prescribed treatment becomes unavailable due to supply constraints, regulatory issues, or other factors outside Arbor's control, you may be eligible for a prorated refund for the unfulfilled portion of the applicable billing period.

Approved prorated treatment-unavailability refunds will be processed within 14 days.

Arbor also offers a structured Weight-Loss Guarantee refund for eligible patients who complete the full program requirements and do not reach the target weight recorded during enrollment.

To qualify, you must satisfy all of the following requirements:

• Be a new customer and provide accurate enrollment information
• Maintain continuous enrollment for twelve (12) consecutive months, with no cancellations or lapses
• Be prescribed a standard-dose compounded semaglutide or tirzepatide treatment plan
• Receive all four (4) scheduled medication shipments, sent every three (3) months during the twelve (12)-month enrollment period
• Follow the dosing instructions provided by your clinician
• Use no outside weight-loss medications during the 12 months before enrollment
• Your starting weight and target weight, as recorded during enrollment, would not result in a body mass index below 18.5 or require more than a 20% reduction from your starting weight
• Submit your guarantee refund claim within 14 days after the end of your twelve (12)-month enrollment period

Arbor may verify your claim through either a licensed-provider attestation confirming your current weight or a self-recorded video of your scale reading that includes a 5-character verification code provided by Arbor.

If your claim is approved, the refund amount will equal the subscription fees you paid during the eligible 12-month period. Incidental costs, including consultation costs outside the membership, are excluded.

Approved guarantee refunds will be processed within 30 days after verification approval and credited to the original payment method. No prorated guarantee refunds are available; you must complete the full 12-month enrollment period to be eligible.

10. No Guarantees

Except for the structured contractual refund program described in Section 9, Arbor does not guarantee any medical outcome, amount of weight loss, or treatment effectiveness. Results vary by individual and depend on factors beyond Arbor's control.

11. Privacy

Your use of the Services is subject to Arbor's Privacy Policy, which describes how we collect, use, and protect your information.

12. Intellectual Property

All content, software, and materials made available through the Services are owned by Arbor or its licensors and are protected by intellectual property laws.

You are granted a limited, non-exclusive, non-transferable license to use the Services for personal, non-commercial purposes.

13. Disclaimers

The Services are provided on an “as is” and “as available” basis. To the fullest extent permitted by law, Arbor disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

Arbor does not warrant that the Services will be uninterrupted, error-free, or secure.

14. Limitation of Liability

To the fullest extent permitted by law, Arbor shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising out of or related to your use of the Services.

Arbor's total liability shall not exceed the greater of $100 or the amount paid by you to Arbor in the twelve (12) months preceding the claim.

15. Indemnification

You agree to indemnify and hold harmless Arbor and its affiliates from any claims, losses, or damages arising from your use of the Services or violation of these Terms.

16. Arbitration and Dispute Resolution

Any dispute arising out of or relating to these Terms or the Services shall be resolved by binding individual arbitration, and not in court, except for claims eligible for small claims court.

You waive any right to participate in a class action.

The arbitration shall be governed by the Federal Arbitration Act and administered by the American Arbitration Association.

Notice of Dispute must be sent to:

Harbor Health Inc. d/b/a Arbor
8 The Green # 25407
Dover DE 19901
United States
Email: legal@startarbor.com

17. Communications

By using the Services, you consent to receive communications from Arbor electronically, including email and text messages. Electronic communications may not be encrypted.

If you provide a mobile number and opt in to SMS, you agree that Arbor may send you recurring informational text messages, such as appointment reminders, account alerts, prescription and order updates, and recurring marketing text messages, such as promotions, offers, and product updates, depending on the preferences you select. Message frequency varies. Message and data rates may apply.

You can opt out of Arbor SMS messages at any time by replying STOP. For help, reply HELP or contact hello@startarbor.com. Agreeing to receive marketing text messages is not a condition of purchase or receiving medical care. See our Privacy Policy for how we collect, use, and protect your mobile information.

18. Termination

Arbor may suspend or terminate your access to the Services at any time for any reason. Certain provisions of these Terms survive termination.

19. Changes to These Terms

Arbor may update these Terms from time to time. Continued use of the Services after changes are posted constitutes acceptance of the updated Terms.

20. Contact Information

For questions or support, contact:

Support: hello@startarbor.com
Legal: legal@startarbor.com