CUSTOMER POLICY

Refund, Cancellation and Specimen Policy

Effective date: July 28, 2026

Fortivelle Health Testing, operated by Vitalis Health and Wellness (“Fortivelle”), coordinates self-pay laboratory testing, specimen-collection services and at-home testing kits. Please review this policy before completing your purchase.

Summary of key terms

• Cancellation: You may cancel for a full refund within 24 hours of purchase, provided your collection kit has not shipped, your specimen has not been collected and laboratory processing has not begun.
• Nonrefundable after fulfillment begins: Once a kit has shipped, a specimen has been collected or laboratory processing has begun, the order becomes nonrefundable except as otherwise stated in this policy or required by law.
• Specimen issues: If testing cannot be completed because of a laboratory or specimen issue, Fortivelle will first attempt to arrange a replacement kit, repeat collection or redraw.

Order cancellations

Customers may request cancellation within 24 hours of purchase for a full refund, provided that:

• An at-home collection kit has not already shipped;
• Specimen collection has not occurred; and
• Laboratory processing has not begun.

If a collection kit ships before the 24-hour cancellation period expires, the order becomes nonrefundable. Collection kits contain medical collection supplies that are procured and assembled for an individual order. Once shipped, these materials cannot be returned, transferred or resold, and their cost cannot be recovered.

Cancellation requests must be submitted to vhwmanagement@gmail.com and should include only the purchaser’s name and Fortivelle order number. Do not include test results, medical records or other sensitive medical information in an ordinary email.

A cancellation is not complete until confirmed by Fortivelle.

Approved refunds will be returned to the original payment method. The customer’s financial institution may require additional time to post the refund.

After 24 hours

Once 24 hours have passed, a kit has shipped, a specimen has been collected or laboratory processing has begun, the testing charge is nonrefundable except when otherwise required by law or when Fortivelle determines that the purchased service cannot be provided.

This policy applies to online, consumer-initiated self-pay purchases and does not affect any nonwaivable rights that may apply under Florida law.

Missed appointments, failure to complete collection, failure to follow specimen instructions, refusal of collection and abandoned testing orders do not qualify for a refund.

Specimen and laboratory issues

Laboratory testing depends on proper collection, specimen quality, transportation, temperature control, delivery and laboratory processing. Occasionally, a result may not be produced because of:

• Insufficient specimen quantity;
• Improper collection or labeling;
• Hemolysis, clotting, contamination or leakage;
• Specimen instability or degradation;
• Shipping or courier delays;
• Temperature or storage problems;
• Lost or damaged shipments;
• A laboratory instrument, processing or quality-control issue; or
• A specimen that does not meet the laboratory’s acceptance requirements.

An unsuccessful specimen does not automatically qualify for a refund. When reasonably possible, Fortivelle will first arrange a replacement kit, repeat collection or redraw at no additional charge for the affected test.

Fortivelle and the performing laboratory must be given a reasonable opportunity to investigate and correct the issue.

Customer collection responsibilities

Customers must follow all preparation, timing, fasting, medication and specimen-collection instructions provided for their test.

If a specimen cannot be processed because the customer did not follow the instructions, missed the collection window, provided incomplete or inaccurate information, or failed to return the specimen properly, additional collection, shipping or laboratory charges may apply.

When a refund may be considered

If the purchased test cannot be completed after a reasonable correction or recollection attempt, Fortivelle will review the order and determine whether to provide:

• Another recollection;
• A comparable replacement test, with the customer’s agreement;
• An account credit; or
• A partial or full refund for the unperformed portion of the order.

Nothing in this policy limits any rights or remedies that cannot legally be waived.

Result-review consultations

Optional consultations and result-review services are separate from the laboratory-testing purchase. Their cancellation and refund terms will be disclosed when the consultation is scheduled.