Terms & Conditions

These Terms & Conditions (the “Terms”) are a binding agreement between you and Averion Health LLC (“Raya”, “we”, “us”). They apply when you visit our website, complete an online visit, create an account, or order any treatment or product we offer (together, the “Services”).

By using the Services you confirm that you have read and accept these Terms, our Privacy Policy, our HIPAA Notice of Privacy Practices and our Telehealth Consent, which form part of these Terms. If you do not agree, please do not use the Services.

Raya is a technology platform that connects you with independent, US-licensed clinicians who care for perimenopause and menopause, weight and everyday wellness. Raya is not a medical provider and does not practice medicine: clinical care is provided by those clinicians and their affiliated professional medical groups, and prescriptions are filled by independent, licensed pharmacies.

Nothing on our website is medical advice. Articles, the Health guide and other content are for general education and do not replace a consultation with a licensed clinician.

To use the Services you must:

• be at least 18 years old;
• be located in a US state where Raya offers care at the time of each visit and delivery;
• give complete, accurate and current information about your identity, health history and medications; and
• use the Services only for yourself, never on behalf of another person.

The Services are not for medical emergencies. If you have chest pain, trouble breathing, severe abdominal pain, sudden weakness, or any other urgent symptom, call 911 or go to the nearest emergency room right away.

Messages to your care team are answered during business hours and may take up to one business day.

Getting started takes a few minutes: you answer questions about your health, history and current medications, and a licensed clinician reviews your answers, usually within 24 hours. Where your state requires it, your clinician will also meet you by video or phone.

• A prescription is issued only if your clinician decides treatment is medically appropriate for you. Completing a visit does not guarantee a prescription.
• If you are not prescribed treatment, you are not charged for medication.
• Your clinician decides the medication, dose and quantity, and may recommend lab work, a different treatment or an in-person visit instead.
• By using the Services you consent to receive care through telehealth, including questionnaire-based visits, and you understand its benefits and limits.

Safe treatment depends on honest answers. You agree to tell your clinician about every medication and supplement you take and about any change in your health, medications or pregnancy status, and to follow the instructions that come with your treatment.

We handle your personal and health information as described in our Privacy Policy and, where it applies, our HIPAA Notice of Privacy Practices. You agree that we may contact you by email, text message and in-app notifications about your care and your account.

Some treatments available through Raya are compounded medications, prepared by a licensed pharmacy for an individual patient under a valid prescription.

• Compounded medications are not FDA-approved, and their safety, effectiveness and quality have not been reviewed by the FDA.
• Read the Important Safety Information for every treatment before you start it, and use it only as prescribed.
• Results vary between people and are not guaranteed. Stop treatment and contact your care team or a doctor if you have side effects.

Prices are shown on our website before you order and include your online visit, the prescription if approved, ongoing support from your care team and standard shipping. There is no insurance requirement or membership fee.

• Most plans are subscriptions that renew automatically at the interval shown at checkout until you cancel. By subscribing you authorize us to charge your payment method for each renewal, plus any applicable taxes.
• Your first charge for medication happens only after a clinician approves your prescription.
• We may change prices for future billing periods. We will tell you in advance, and you can cancel before the new price applies.
• If a payment fails, we may pause your shipments until it is resolved.

You can cancel at any time from your account or by contacting us. Cancellation stops future charges and takes effect from your next billing period if you cancel before your renewal date.

Under pharmacy rules, prescription medication cannot be returned or resold once it has been dispensed. Refunds for dispensed orders are limited to cases such as an order that arrives damaged or incorrect.

Approved orders ship from a licensed partner pharmacy in plain, discreet packaging, and billing statements do not name your medication. Delivery estimates are not guaranteed, and we ship only to US addresses where the Services are available. Please contact us within 7 days if a package is lost, damaged or incorrect, and store your medication as described on its label as soon as it arrives.

You are responsible for keeping your login details confidential and for all activity under your account. Tell us right away if you believe your account has been accessed without permission. We may suspend or close an account that is used fraudulently, shared with others or used in breach of these Terms.

When using the Services you agree not to:

• give false information or impersonate another person;
• resell, share or misuse any medication or product;
• harass, threaten or abuse clinicians, pharmacists or our support team;
• interfere with the security or operation of the Services, or access them with bots or scrapers; or
• use the Services for any unlawful purpose.

The Raya name, logo, website, articles, designs and software belong to Raya or its licensors and are protected by law. You may use them only to access the Services for your own personal, non-commercial use.

Except where the law does not allow it, the website and platform are provided “as is” and “as available”. Medical care is the responsibility of the treating clinician, and dispensing is the responsibility of the pharmacy. We do not promise any particular health outcome, weight loss or result.

To the fullest extent allowed by law, Raya will not be liable for indirect, incidental, special or consequential damages. Our total liability for any claim relating to the Services is limited to the amount you paid us in the 12 months before the claim arose. Some states do not allow these limits, so they may not fully apply to you.

You agree to indemnify Raya against claims, losses and costs (including reasonable legal fees) that result from your breach of these Terms, from information you provided that was false or incomplete, or from your misuse of any product or medication.

Most concerns can be solved quickly. Please contact us first and give us 30 days to try to resolve the issue informally.

If we cannot resolve it, you and Raya agree that any dispute will be decided by binding individual arbitration rather than in court, except for claims that qualify for small-claims court. You and Raya waive the right to a jury trial and to take part in a class or representative action. These Terms are governed by the laws of the State of Florida, without regard to its conflict-of-law rules. You may opt out of arbitration by writing to us within 30 days of first accepting these Terms.

We may update these Terms from time to time. When we make material changes, we will update the date at the top of this page and let you know by email or in your account before they take effect. Continuing to use the Services after that means you accept the updated Terms.

Questions about these Terms, your order or your account? Get in touch:

• Averion Health LLC
• Email: Support@rayawomen.com
• Phone: 850-780-8208
• Mail: 7050 N Palafox St, Unit #120, Pensacola, FL 32503