Quenva LLC Terms of Use

Acceptance, emergencies, age, and eligibility

By accessing quenva.co, www.quenva.co, app.quenva.co, or another Quenva-branded service, creating an account, or clicking to accept these Terms, you agree to be bound by them. If you do not agree, do not use the Services. The standard Quenva care flow is intended for adults age 18 or older who are legally able to agree and who provide accurate, complete, and current information.

Do not use the Website, support chat, text messaging, or portal for an emergency. Call 911 or go to the nearest emergency department. In the United States, call or text 988 for suicide or crisis support; the Crisis Text Line may also be reached by texting HOME to 741741. Quenva does not continuously monitor public or portal communications.

Privacy and related policies

Quenva’s Privacy Policy and Consumer Health Data Privacy Policy describe information handled by Quenva. Independent licensed providers and their licensed provider organization may provide a separate HIPAA Notice of Privacy Practices for clinical records. The SMS Policy, Medical and Telehealth Consent, Refunds and Cancellation Policy, State-Specific Notices, Safety Information, Accessibility Statement, and Medical Disclaimer supplement these Terms and are incorporated where applicable.

Changes to these Terms

Quenva may revise these Terms as services, technology, operations, or law change. Revisions become effective when posted unless applicable law requires advance notice, renewed consent, or another action. The current version date appears above. Continued use after an effective revision constitutes acceptance only to the extent permitted by law.

The Website does not provide medical advice

Public Website content is educational and is not medical advice, diagnosis, treatment, prescribing, or an emergency service. Always consult a licensed provider before making healthcare decisions. Browsing the Website, using support chat, or creating a non-clinical account does not establish a provider-patient relationship.

Quenva and provider roles

Quenva LLC operates the patient-facing Quenva brand and provides non-clinical program administration, pricing, billing, customer support, and related commercial services. Quenva is not a medical practice or pharmacy, does not make clinical decisions, and does not manufacture, compound, prescribe, or dispense medication.

‘Provider’ means an independent licensed provider or licensed provider organization that provides clinical services through or in connection with the Services. Licensed providers independently determine whether telehealth is appropriate, whether a provider-patient relationship is established, whether testing or an in-person evaluation is needed, and whether any treatment or prescription is appropriate. A prescription is never guaranteed.

Reliance on information

Quenva seeks to present useful, current information but does not warrant that public educational content is complete, current, or suitable for a particular person. Healthcare information changes, and your circumstances may differ from examples presented. Reliance on public Website content is at your own risk to the extent permitted by law.

Electronic communications, signatures, and SMS

By creating an account or using the Services, you consent to receive account, security, transaction, billing, order, appointment, refill, and other operational communications electronically at the contact information you provide. Electronic acknowledgments, selections, and signatures may satisfy writing and signature requirements to the extent permitted by law. Keep copies of communications and keep your contact information current.

Marketing email and text communications require the consent applicable to that channel and may be withdrawn as described in the message or SMS Policy. The LeadConnector support chat is the only SMS opt-in method on the public Website. Message and data rates may apply. Reply STOP to an applicable text program to opt out and HELP for assistance. SMS and public chat are not secure clinical or emergency channels; use the secure patient portal for treatment communications.

Website changes and availability

Quenva may update, suspend, withdraw, or restrict Website content or features for security, maintenance, legal, operational, nonpayment, misuse, or safety reasons. Content may become outdated, and uninterrupted access is not guaranteed. Patient-care continuity and record obligations remain subject to applicable law and the responsible licensed provider or pharmacy.

Ownership, trademarks, and permitted use

The Website, Quenva name and wordmark, design, text, software, and other content are owned or licensed by Quenva or their respective owners and are protected by intellectual-property laws. Quenva grants you a limited, revocable, nonexclusive right to use the Website for personal, lawful, non-commercial purposes. No ownership right is transferred, and all ungranted rights are reserved.

Prohibited use and account responsibilities

You may not copy, republish, sell, scrape, reverse-engineer, introduce malicious code, overload or disrupt the Services, bypass security, access another person’s account, impersonate a person or organization, submit false information, misuse prescriptions, use unauthorized payment methods, violate intellectual-property or privacy rights, or use the Services unlawfully. Protect your credentials and promptly report suspected unauthorized access. Quenva may suspend access for violations, subject to applicable patient-care and record obligations.

Pharmacy, fulfillment, shipping, and packaging

When an independent licensed provider issues a valid patient-specific prescription, it may be transmitted to a licensed pharmacy authorized for the patient, program, and location. The pharmacy—not Quenva—compounds or dispenses, labels, provides legally required counseling, and fulfills the prescription. A prescription may be transferred where permitted and directed. Product, formulation, appearance, availability, processing, carrier timing, and delivery vary; shipping dates are estimates.

Receive deliveries promptly and follow the label, storage, refrigeration, disposal, and child-safety instructions supplied with the medication. Packaging may vary where law permits. Contact the dispensing pharmacy about fulfillment, packaging, shipping, or product-specific pharmacy questions, and contact the treating licensed provider through the secure portal about medical questions.

Emerald Compounding Pharmacy is a pharmacy that may support eligible Quenva prescriptions when authorized for the patient, program, and state. Public contact information: emeraldsrx.com; 5325 Primrose Lake Circle, Suite A, Tampa, FL 33647; (321) 321-3313. Your label and order record identify the pharmacy responsible for your prescription; Emerald is not represented as the exclusive pharmacy for every patient or program.

Payments, subscriptions, and automatic renewal

By providing an accepted payment method, you authorize Quenva or its payment processor to charge amounts disclosed before authorization, including applicable taxes. If a payment method is invalid or a charge is not settled, service may be suspended or cancelled and you remain responsible for lawful amounts owed. Quenva does not store full payment-card numbers when processing is handled by a third party.

Quenva Care fees and medication charges may be billed separately and may follow different cadences. The published Weight Care introduction is $49 for the first care month. Monthly Weight Care is $109 per calendar month, and Quarterly Weight Care is $297 every three calendar months. Any listed compounded Weight Care medication price applies per authorized 28-day fill, only if prescribed and available.

For published Men’s and Women’s routine-product plans, a $49 completed specialty-review fee may be credited toward the first authorized order. Eligible ED, hair, vaginal-health, and prescription-skin plans display the full three-month charge and monthly equivalent; the full charge—not the equivalent—is collected and renews every three months until canceled. Published menopause care is $39 monthly or $99 every three months, with medication and nonstandard laboratory work separate. Published TRT monitored care is $59 monthly or $159 every three months, with testosterone medication, baseline laboratories, and other required testing separate. The exact product, strength, quantity, formulation, refill duration, product status, and complete charge are confirmed before authorization.

FDA-approved brand medication, laboratory work, outside-pharmacy charges, and third-party services may have separate prices. Checkout-specific terms and the amount shown before authorization control if they provide more detail or a lower price. Unless expressly stated otherwise, services are cash-pay and are not submitted to insurance. Reimbursement by insurance, HSA, FSA, or another benefit is not guaranteed. If you enroll in a subscription or recurring program, the amount, frequency, included and excluded services, medication boundaries, renewal date, cancellation method, and promotional transition will be disclosed before authorization. Quenva provides acknowledgments, reminders, online cancellation, and price-change notice when required by applicable law. Payment does not guarantee clinical eligibility, treatment, a prescription, medication availability, or a particular outcome.

Refunds and cancellations

Sales and program charges are governed by Quenva’s Refunds and Cancellation Policy and the terms presented at checkout. Nothing in these Terms limits a mandatory cancellation, refund, chargeback, cooling-off, or automatic-renewal right that cannot lawfully be waived. Cancelling a subscription does not replace instructions from a licensed provider about safely stopping or continuing treatment.

Promotions, referrals, and sweepstakes

Quenva may offer a promotion, discount, referral program, or sweepstakes subject to separate eligibility terms or official rules. Those additional terms control for that offer if they conflict with these general Terms, except that mandatory law controls. Promotional language does not guarantee clinical eligibility, a prescription, medication availability, or results.

Termination and survival

Quenva may suspend or terminate access for violations, fraud, security, legal, operational, nonpayment, misuse, or safety reasons, with notice when required. Independent licensed providers may separately decline or discontinue care using clinical judgment and applicable continuity-of-care obligations. Provisions that by their nature should survive—including ownership, payment obligations, disclaimers, liability limits, indemnification, and dispute terms—survive termination.

Third-party services and links

The Services may link to or rely on independent licensed providers, licensed provider organizations, pharmacies, laboratories, payment processors, shipping carriers, support-chat providers, social networks, and other third parties. Their services, notices, licenses, terms, and privacy practices may apply separately. A link does not by itself mean Quenva controls or endorses every third-party statement. Use third-party services at your own risk, subject to non-waivable rights.

Disclaimer of warranties

TO THE FULLEST EXTENT PERMITTED BY LAW, THE WEBSITE AND PUBLIC CONTENT ARE PROVIDED ‘AS IS’ AND ‘AS AVAILABLE.’ QUENVA DISCLAIMS EXPRESS, IMPLIED, AND STATUTORY WARRANTIES, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. QUENVA DOES NOT WARRANT UNINTERRUPTED ACCESS, A PARTICULAR CLINICAL DECISION, A PRESCRIPTION, MEDICATION AVAILABILITY, SHIPPING TIME, OR RESULT. EXCLUSIONS THAT ARE NOT PERMITTED IN YOUR JURISDICTION DO NOT APPLY.

Limitation of liability

TO THE FULLEST EXTENT PERMITTED BY LAW, QUENVA AND ITS RELATED PERSONS WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES ARISING FROM THE WEBSITE OR PUBLIC CONTENT. TO THE EXTENT A LIMIT MAY LAWFULLY APPLY, QUENVA’S AGGREGATE LIABILITY FOR WEBSITE-RELATED CLAIMS WILL NOT EXCEED THE GREATER OF $100 OR THE AMOUNT YOU PAID TO QUENVA FOR THE SERVICE GIVING RISE TO THE CLAIM DURING THE 12 MONTHS BEFORE THE CLAIM. THESE LIMITS DO NOT APPLY WHERE PROHIBITED OR TO RIGHTS OR LIABILITY THAT CANNOT BE WAIVED.

California Civil Code section 1542 and similar laws may preserve unknown claims. Any waiver of such protection applies only to the extent it is knowing, lawful, and enforceable; mandatory consumer and healthcare rights remain unaffected.

Indemnification

To the extent permitted by law, you agree to defend, indemnify, and hold harmless Quenva and its affiliates, licensors, service providers, officers, directors, employees, contractors, agents, suppliers, successors, and assigns from third-party claims, losses, liabilities, and reasonable costs arising from your unlawful use of the Website, material violation of these Terms, infringement of another person’s rights, or misuse of information obtained through the Services. This provision does not require indemnification where prohibited or for Quenva’s own unlawful conduct.

Governing law and individual dispute resolution

Before initiating a formal dispute, you and Quenva agree to provide written notice and attempt in good faith to resolve the matter for 30 days. Send notice to support@quenva.co with the subject ‘Legal Notice.’ Mandatory law in your state and any non-waivable consumer or healthcare protection continues to apply.

Except where prohibited, a dispute not resolved informally will be decided through individual, non-representative, binding arbitration administered by JAMS under its applicable Streamlined Arbitration Rules and the Federal Arbitration Act where applicable. The arbitration will be conducted in English by one arbitrator, generally by telephone or videoconference unless the arbitrator determines an in-person hearing is appropriate. JAMS rules and applicable law govern fees and location. Either party may pursue an eligible individual matter in small-claims court, and Quenva may seek court relief to protect intellectual-property or security rights.

TO THE FULLEST EXTENT PERMITTED BY LAW, YOU AND QUENVA WAIVE A JURY TRIAL AND PARTICIPATION IN A CLASS, COLLECTIVE, CONSOLIDATED, OR REPRESENTATIVE ACTION OR ARBITRATION. A claim must be brought within one year after it accrues only where that limitation is lawful; a longer mandatory period controls. Qualified counsel should review this arbitration and class-waiver section before reliance.

Waiver, severability, and non-waivable rights

A failure to enforce a provision is not a waiver. If a provision is invalid or unenforceable, it will be limited or severed only to the minimum extent necessary and the remaining Terms will continue. If a state-specific term conflicts with these Terms, the mandatory protection controls. Nothing requires waiver of a right that cannot lawfully be waived.

Geographic restrictions

Quenva is based in the United States. Access from another country may be restricted or unlawful, and users outside the United States are responsible for local law. Public care descriptions do not promise availability in all states. Services depend on physical location, licensed provider authority, pharmacy authority, product availability, clinical appropriateness, and law.

Entire agreement and contact

These Terms, together with policies and notices incorporated by reference and any transaction-specific, clinical, pharmacy, or state-specific terms presented to you, form the agreement governing the applicable Services and supersede prior website understandings on the same subject. A later specific term controls over a conflicting general term for that subject, and mandatory law controls in all cases.

Questions, feedback, technical-support requests, policy concerns, and legal notices may be sent to support@quenva.co. Medical or treatment questions must be sent through the secure patient portal at app.quenva.co. Do not use email, public chat, or text for emergencies.