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Terms of Use

Effective date: September 22, 2026

NOT FOR EMERGENCIES. If you think you may be having a medical emergency, do not use this site. Call 911, go to the nearest emergency room, or contact your local crisis center. If you are in crisis, call or text 988 to reach the Suicide and Crisis Lifeline, or text HOME to 741741 to reach the Crisis Text Line.

Welcome to Sustain Wellness. These Terms of Use ("Terms") are a contract between you and Sustain Wellness, a Delaware company located at 16192 Coastal Hwy, Lewes, DE 19958, USA ("Sustain Wellness", "we", "our", or "us"). They apply to sustainwellness.com (the "Site") and to everything we make available through it: content, features, accounts, forms, messaging, and support (together with the Site, the "Services"). The intake questionnaire at intake.sustainwellness.com and the patient portal at portal.sustainwellness.com are run by OpenLoop Health, Inc. and the medical groups and providers in its network; you reach them through the Services.

Please read these Terms before you use the Site. Using the Site, creating an account, or clicking a button or box that signals agreement means you accept these Terms. If you do not accept them, please do not use the Site.

IMPORTANT: SECTION 18 REQUIRES MOST DISPUTES BETWEEN YOU AND US TO BE RESOLVED BY INDIVIDUAL BINDING ARBITRATION RATHER THAN IN COURT, AND WAIVES JURY TRIALS AND CLASS ACTIONS. SECTION 18 ALSO TELLS YOU HOW TO OPT OUT WITHIN 30 DAYS.

1. Privacy

How we handle the personal information you give us on the Site is explained in our Privacy Policy at https://sustainwellness.com/privacy-policy. Your health information is different: once you become a patient, it is held by the OpenLoop medical practices and governed by their Notice of Privacy Practices at https://openloophealth.com/notice-of-privacy-practices, not by these Terms.

2. Changes to These Terms

We can update these Terms at any time. When we do, we post the new version on the Site with a new "Last updated" date. Unless a law requires us to give you advance notice or take another step first, the new version takes effect as soon as it is posted, and continuing to use the Site after that date means you accept it. Please check this page from time to time. We keep earlier versions; if you want the version that applied on a particular date, contact us and we will send it.

3. THE SITE DOES NOT PROVIDE MEDICAL ADVICE

EVERYTHING ON THE SITE IS GENERAL INFORMATION. IT IS NOT MEDICAL ADVICE, A DIAGNOSIS, OR A TREATMENT PLAN, AND IT IS NOT A SUBSTITUTE FOR ADVICE FROM A LICENSED PROVIDER WHO KNOWS YOUR SITUATION. TALK TO YOUR PROVIDER BEFORE MAKING ANY DECISION ABOUT YOUR HEALTH. IN THESE TERMS, "PROVIDER" MEANS AN INDEPENDENT LICENSED CLINICIAN, OR THE PROFESSIONAL ENTITY THAT EMPLOYS OR CONTRACTS WITH THAT CLINICIAN, WHO DELIVERS CLINICAL CARE TO YOU THROUGH OR IN CONNECTION WITH THE SERVICES.

Sustain Wellness is not a medical practice and not a pharmacy. We do not practice medicine, we do not employ your Provider, and we do not make, dispense, or ship medication.

4. Telehealth Services; Providers; Telehealth Consent

Here is how the pieces fit together. Sustain Wellness builds and runs the Site, the intake, your account, payment, and support, and connects you to a telehealth network supported by OpenLoop Health, Inc. Your clinical care comes from licensed providers of OpenLoop Healthcare Partners PC, OpenLoop Healthcare Partners California, PC, or Untitled Health PLLC, the professional entities in that network, depending on the state you are in. The provider pool includes nurse practitioners and physicians; throughout the Site we call them licensed providers or licensed clinicians. Your medication is dispensed by an independent licensed pharmacy.

Every clinical decision belongs to your Provider. Sustain Wellness does not direct, influence, or guarantee it. Filling in the intake does not by itself make you a patient; a provider-patient relationship starts when a Provider reviews your case.

You cannot receive care until you have read and accepted the Telehealth Consent at https://openloophealth.com/telehealth-consent. The intake asks you to accept it before any payment is authorized. That consent governs your clinical relationship, and if it and these Terms ever disagree on a clinical matter, the consent wins.

Nothing you do on the Site, whether completing the intake, selecting a product, or adding a payment method, guarantees a consultation, a prescription, a medication, a delivery, or an outcome. A licensed Provider decides what is right for you and may decide not to treat you.

Services are available in all 50 states and Washington D.C. Medication and product availability varies based on clinical appropriateness, applicable federal and state laws, or other regulatory requirements. Not all therapies are available in all states. Availability is subject to change. When we ask where you are, answer accurately: the state you are physically in decides which Providers may treat you.

At launch, the treatments offered are compounded semaglutide injections and compounded tirzepatide injections. Both are compounded medications, meaning a licensed pharmacy prepares them to a Provider's prescription. Compounded medications are not approved by the FDA, and the FDA does not review them for safety, effectiveness, or quality. Whether a compounded medication is suitable for you is your Provider's call. The product you receive may not look like the images on the Site.

5. Reliance on Information Posted

We work to keep the Site accurate, but we make no promise that anything on it is complete, correct, current, or useful for your purposes. If you rely on information from the Site, you do so at your own risk, and we accept no responsibility for the consequences, whether to you, to another visitor, or to anyone you pass the information on to.

6. Communication Preferences; Electronic Notices and Signatures

When you open an account, you agree that we may communicate with you electronically: by email to the address you give us, by text message to the mobile number you give us, through your patient portal, or by posting a notice on the Site. Some of these messages are part of running your account, such as order confirmations, renewal reminders, shipping updates, and security alerts, and you will receive them for as long as you have an account. Your phone or internet provider may charge you for data or messages. Where you have agreed to it, we may also send marketing, such as offers, news, and surveys. You can stop marketing emails with the unsubscribe link in any email and marketing texts by replying STOP. Stopping marketing does not stop account and care messages.

Anything we send you electronically counts as being "in writing" wherever the law requires a written notice. When you click, tap, type, or otherwise select an option to accept these Terms, a consent, a disclosure, or a purchase, that action is your electronic signature and binds you just as a handwritten signature would. No outside certification or verification service is needed to make it valid. We suggest you keep copies of the electronic documents we send you, either printed or saved.

7. Changes to the Site

The Site changes over time. Content may be out of date at any given moment, and we have no duty to refresh it. We may add, change, pause, or remove any part of the Services whenever we choose, and we are not responsible if some or all of the Services are unavailable at any time.

8. Your Use of the Site

We give you permission to use the Site for your own personal, non-commercial purposes and nothing more. To use the Services you must be at least 18, live in the United States, and be legally able to enter a contract. We do not knowingly serve anyone under 18. The Services are for you alone; you may not sign up for, or seek care on behalf of, anyone else.

You need an account to receive the Services. Provide accurate and complete account, identity, contact, health, location, and payment details, and keep them current. Keep your login private, use only your own account, and let us know right away at support@sustainwellness.com or (302) 291-4863 if you think someone else has used it.

You agree not to: (a) copy, distribute, alter, republish, download, store, transmit, or reverse-engineer the Site or anything on it; (b) use anything from the Site to break the law; (c) pretend to be Sustain Wellness, one of our employees, or anyone else, including by using an email address that looks like ours; (d) give false information or misstate who or where you are; (e) share, resell, or divert prescription medication; or (f) do anything else that limits other people's use of the Site or that, in our judgment, could harm Sustain Wellness, a Provider, a pharmacy, or another user.

You also agree not to do, or let anyone else do, any of the following:

  • Use the Site in a way that could overload, disable, damage, or impair it, or get in the way of anyone else's use of it.
  • Use bots, spiders, scrapers, or any other automated tool to reach the Site, including to monitor or copy its content.
  • Copy or monitor the Site by hand for any purpose these Terms do not allow, unless we have agreed in writing.
  • Use any software, device, or routine that interferes with how the Site works.
  • Upload viruses, Trojan horses, worms, logic bombs, or any other harmful code.
  • Try to break into, disrupt, or damage the Site, the servers it runs on, or any computer or database connected to it.
  • Launch a denial-of-service or distributed denial-of-service attack against the Site.
  • Otherwise interfere with the proper working of the Site.

If you break any of these rules, your permission to use the Site ends at once, we may suspend or close your account, and you must delete or return any material you copied, as we direct.

9. Pharmacy and Fulfillment; Shipping; Packaging

If your Provider writes a prescription, the Services help route it to a pharmacy. Depending on your program and location, one of our partner pharmacies ("Partner Pharmacies") fills and ships it. You authorize your Provider and the Services to send your prescription and the details needed to fill it to one or more pharmacies, as the law allows. Whether to prescribe at all is always your Provider's professional decision.

  • Transfers between pharmacies. Your prescription may be moved from one pharmacy to another for availability, pricing, or operational reasons, within the law and consistent with your instructions.
  • Shipping. Standard shipping is free. Most orders arrive 3 to 7 business days after the pharmacy ships them. Any delivery time we give is an estimate; pharmacy processing, prescription verification, carrier delays, weather, and holidays can all change it.
  • Temperature-sensitive medication. Some medications must be refrigerated or handled a particular way. It is your job to receive the package promptly and follow the storage instructions that come with it.
  • Packaging. Where the law permits, some medication may arrive in packaging that is not child-resistant. Keep all medication out of children's reach.
  • Problems with a delivery. Inspect your medication as soon as it arrives. If it is damaged, wrong, or missing, contact support@sustainwellness.com or (302) 291-4863 within 5 days of delivery with a description and, if you can, a photo. What we can replace or refund is set out in the Cancellation and Refund Policy.

"Pharmacy" means any licensed pharmacy, including a compounding pharmacy where permitted, that fills a prescription written by a Provider. Questions about your medication or your health should go to your Provider or another qualified healthcare professional, not to us.

Partner Pharmacies

Payment; Subscriptions; Automatic Renewal

Your payment method. When you add a card or another payment method we accept ("Payment Method"), you authorize us, or the payment processor acting for us, to charge it for the plan you chose plus any applicable tax (a "Purchase"). If your Payment Method cannot be verified, is declined, or is otherwise unusable, we may pause or cancel your Purchase until you fix it. If a charge fails and you neither update your Payment Method nor cancel, you still owe the amount and we may try the charge again, including on updated card details your bank passes to us.

Prices. Every plan's price is shown at checkout before you authorize anything. These Terms do not list prices. If the final amount changes because of the medication your Provider prescribes or the pharmacy that fills it, we will tell you before charging the new amount.

When we charge you. You are not charged until a Provider approves treatment. At checkout you add a Payment Method and authorize the charge, but no money moves. A licensed Provider then reviews your intake. If the Provider decides treatment is not right for you, your plan is cancelled and your Payment Method is never charged. If the Provider prescribes, we charge your first billing period and a Partner Pharmacy fills and ships your medication.

Cash pay. Unless we say otherwise at checkout, everything is cash-pay. We do not bill insurance, Medicare, or Medicaid, and we make no promise that anything you pay will be reimbursed by an insurer or count toward an HSA or FSA.

Subscriptions and renewal. Plans are subscriptions. Depending on the plan, you are billed monthly or for several months at once, and every plan renews automatically at the end of each billing period until you cancel. By enrolling, you authorize us and our payment processor to charge your Payment Method at the start of each new period. There is no separate membership or sign-up fee. The billing period, renewal price, and cancellation cutoff are shown at checkout and in your account. To avoid the next charge, we must receive your cancellation at least 72 hours before your next billing date. A later request still cancels your plan, but it takes effect at the end of the period that was just charged. You keep access to your plan for the full period you have paid for.

Processor and card data. Payments are handled by Stripe. Charges are made by OpenLoop Health on our behalf and may show on your statement as "OPNLP Health". We never see or store your full card number. We do not offer installment or financing plans.

Chargebacks and card misuse. If you dispute a charge with your bank without contacting us first, we may pause your account while the dispute is reviewed and may pursue any amount you legitimately owe. Never use a Payment Method that is not yours or that you are not allowed to use.

10. Refunds

All sales are final unless our Cancellation and Refund Policy at https://sustainwellness.com/cancellation-and-refund-policy or the law says otherwise. That policy is part of these Terms. You can cancel at any time by emailing support@sustainwellness.com, calling (302) 291-4863, or using the chat in your patient portal. Once a pharmacy has dispensed a prescription, the medication cannot be returned for a refund or reused.

11. Promotions and Sweepstakes

Now and then we may run promotions, discounts, referral rewards, or sweepstakes. Each may come with its own rules, eligibility limits, and end date, which form part of these Terms. If a promotion's rules and these Terms conflict, the promotion's rules control for that promotion, unless the law prohibits it. Discounts and credits have no cash value unless the law requires otherwise.

12. Termination

We may suspend or end your access to all or part of the Site at any time, with or without notice, for any reason, including a breach of these Terms, suspected fraud, a security risk, or non-payment. You may close your account whenever you like by contacting us; if you have a paid plan, the Cancellation and Refund Policy governs how it ends. Closing your account does not recall a prescription that a pharmacy has already received, and your care team, not Sustain Wellness, handles any continuity of care under the Telehealth Consent. Sections 14 through 18, and any other term that by its nature should outlast these Terms, continue to apply after your account is closed or these Terms end.

13. Links from the Site

The Site links to services run by others, including Providers and their professional entities, pharmacies, payment processors, the intake, and the patient portal. Those links are there for your convenience. We do not control or endorse those sites and services, and we are not responsible for them or for any loss or harm that comes from using them. If you follow a link, you do so at your own risk and under that site's own terms.

14. Disclaimer of Warranties

THE SITE AND ALL OF ITS CONTENT ARE PROVIDED "AS IS" AND "AS AVAILABLE". YOU USE THE SITE AT YOUR OWN RISK. TO THE FULLEST EXTENT THE LAW ALLOWS, SUSTAIN WELLNESS AND ITS AFFILIATES, LICENSORS, SERVICE PROVIDERS, EMPLOYEES, AGENTS, OFFICERS, AND DIRECTORS DISCLAIM ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE PROMISE NO PARTICULAR TREATMENT, PRESCRIPTION, MEDICATION, DELIVERY DATE, WEIGHT CHANGE, HEALTH OUTCOME, OR LENGTH OF CARE. IF YOUR STATE DOES NOT ALLOW THESE DISCLAIMERS, THEY APPLY ONLY AS FAR AS THE LAW PERMITS, AND YOUR ONLY REMEDY FOR DISSATISFACTION WITH THE SITE IS TO STOP USING IT.

Nothing in this section limits any duty a licensed Provider owes you under the Telehealth Consent or the law.

15. Limitation on Liability

TO THE FULLEST EXTENT THE LAW ALLOWS, SUSTAIN WELLNESS AND ITS AFFILIATES, LICENSORS, SERVICE PROVIDERS, EMPLOYEES, AGENTS, OFFICERS, AND DIRECTORS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST BUSINESS, LOST DATA, OR THE COST OF LITIGATION, THAT ARISE FROM YOUR USE OF OR INABILITY TO USE THE SITE, ANY LINKED SITE, OR ANY CONTENT ON THEM, UNDER ANY LEGAL THEORY AND EVEN IF WE WERE WARNED SUCH DAMAGES WERE POSSIBLE. YOUR ONLY REMEDY FOR DISSATISFACTION WITH THE SITE OR ITS CONTENT IS TO STOP USING IT.

IN ALL CASES, OUR TOTAL LIABILITY TO YOU FOR EVERY CLAIM CONNECTED WITH THE SITE, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE, IS CAPPED AT ONE HUNDRED DOLLARS ($100) IN TOTAL.

SOME STATES DO NOT ALLOW CERTAIN WARRANTY EXCLUSIONS OR LIMITS ON LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES. IF YOU LIVE IN ONE OF THEM, THE LIMITS ABOVE APPLY ONLY AS FAR AS THAT STATE'S LAW PERMITS.

This section does not limit any liability that the law says cannot be limited, and it does not cover the clinical care a Provider gives you, which is governed by the Telehealth Consent and the law.

16. Indemnification

If your breach of these Terms, your misuse of the Site, your violation of any law or of someone else's rights, or false information you gave us leads to a claim against Sustain Wellness, you agree to defend us and to cover any resulting damages, judgments, losses, costs, and reasonable attorneys' fees. This protection extends to our affiliates, licensors, and service providers and to their and our officers, directors, employees, contractors, agents, suppliers, successors, and assigns.

17. Governing Law and Jurisdiction

Delaware law governs these Terms and any dispute between you and Sustain Wellness or its affiliates about the Site, without regard to Delaware's conflict-of-laws rules. The Federal Arbitration Act governs the arbitration agreement in Section 18.

18. Dispute Resolution

Step one: talk to us. If a dispute comes up about your use of the Site, you agree to write to us first, and we agree to do the same. Send your notice to support@sustainwellness.com or by mail to Sustain Wellness, 16192 Coastal Hwy, Lewes, DE 19958, USA; we will write to the email or postal address on your account. Both sides will try in good faith to sort it out within 60 days of the notice.

Step two: arbitration. If 60 days pass without a resolution, the dispute will be decided by a single neutral arbitrator in individual, binding arbitration conducted in English, not by a court. The arbitration will be administered by National Arbitration and Mediation ("NAM") under the NAM rules in force when the claim is filed, as modified by this section. Hearings, if any, take place by phone or video unless the arbitrator decides, at your request or ours, that an in-person hearing is needed; any in-person hearing will be held in the State of Delaware. The arbitrator may award the same individual relief a court could, including injunctions or specific performance, but only to the extent needed to resolve the individual claim. The award may be entered and enforced in any court with jurisdiction. Each side pays its own lawyers, experts, and witnesses unless the NAM rules or the law say otherwise.

Exceptions. Either of us may bring an individual claim in small-claims court, and either of us may go to a state or federal court to protect intellectual-property rights. Doing so does not give up the right to arbitrate anything else.

Your right to opt out. You can opt out of this arbitration agreement by emailing support@sustainwellness.com within 30 days after you first accept these Terms, giving your name and saying that you opt out. Opting out changes nothing else in these Terms.

NO JURY TRIAL AND NO CLASS ACTIONS. FOR ANY CLAIM THAT MUST BE ARBITRATED, YOU AND WE EACH GIVE UP THE RIGHT TO SUE IN COURT, THE RIGHT TO A JURY TRIAL, AND THE RIGHT TO BRING OR JOIN A CLASS ACTION, CLASS ARBITRATION, OR ANY OTHER REPRESENTATIVE PROCEEDING. THE ARBITRATOR MAY NOT COMBINE THE CLAIMS OF DIFFERENT PEOPLE.

If the same law firm files many similar claims against us at once, they will be handled in batches so that each can be heard fairly. If a court finds the class-action waiver unenforceable for a particular claim, that claim goes to court instead of arbitration, and the rest of this section still stands.

19. Waiver and Severability

If we do not enforce a term, or delay enforcing it, that does not mean we have given it up, and we may enforce it later. It also does not mean we have given up any other term.

If a court or arbitrator decides that any part of these Terms is invalid or unenforceable, that part will be trimmed or removed to the smallest extent necessary, and everything else stays in force.

20. Geographic Restrictions

Sustain Wellness operates from the United States, and the Services are meant for people located in the United States. Using the Site may not be lawful for some people or in some countries. If you use the Site from outside the United States, you do so on your own initiative and are responsible for complying with local law. We may block access from outside the United States.

21. Entire Agreement

These Terms, together with the Privacy Policy, the Cancellation and Refund Policy, the Telehealth Consent, and the rules of any promotion you take part in, are the complete agreement between you and Sustain Wellness about the Site. They replace any earlier discussions, agreements, or promises, written or spoken. You may not transfer these Terms or your account to anyone else. We may transfer them to an affiliate or to a successor of our business.

22. Contact Us

Questions, feedback, technical problems, or anything else about the Site: support@sustainwellness.com or (302) 291-4863.

Cancellations and refunds: support@sustainwellness.com or (302) 291-4863.

Mail: Sustain Wellness, 16192 Coastal Hwy, Lewes, DE 19958, USA.