Essentials Track

Refund Policy for Telehealth Visits

• We understand that circumstances can change. If you need to cancel or reschedule your telehealth visit, please do so at least 24 hours in advance to receive a full refund. Cancellations made less than 24 hours before the scheduled visit are non-refundable, but we are happy to help you reschedule at no additional cost.
• If a technical issue or provider-related delay prevents your visit from taking place, you will be offered a full refund or the option to reschedule.
• Please note: No refunds will be issued after a completed visit, even if a prescription is not provided, as clinical decisions are based on medical appropriateness and physician judgment.

Refund Policy – Lab Order

• Lab order refund ($20) if you request cancellation within 24 hours of purchase and before samples are collected.

• No refund once labs are drawn or results delivered, as analysis and physician review begin immediately.

• Technical issues or errors—if we cannot complete your lab order due to error on our part, we'll offer a full refundor re-order free of charge.

• Similar to our telehealth refund policy, we require timing notice to remain fair and transparent.

Requirements for Telehealth Visit via Secure Messaging (Spruce)

To ensure safe and effective care, please review the following requirements before initiating a telehealth visit through Spruce:

• Active Membership or Service Payment
  You must have an active Endurance Health membership or have purchased a one-time telehealth visit.

• Spruce Account Setup
  You must download the Spruce Health app (iOS or Android) or access it via web and create an account using the email or phone number provided at sign-up.

• Consent to Telehealth
  You must review and sign our informed consent for telehealth prior to initiating your visit.

• Medical Intake Form Completion
  A short intake questionnaire must be completed through the Spruce platform prior to the visit to help guide your physician’s care.

• Non-Emergency Use Only
  Messaging visits are for non-urgent medical concerns. If you are experiencing a medical emergency, call 911 or go to your nearest emergency department.

• State Residency Requirements
  Currently we are only servicing patients from the state of Virginia, where our physicians are licensed.

Important Notice

• Telehealth consultations through Endurance Health are designed to support your wellness, performance, and preventive health goals. These services are not a replacement for ongoing primary care and do not substitute for in-person evaluation of urgent or emergent medical conditions.
• If you are experiencing a medical emergency, please call 911 or go to the nearest emergency department. For chronic disease management, vaccinations, or routine screenings, we recommend maintaining an established relationship with a local primary care provider.