Money-Back Guarantee Policy — Hair Loss Program

At GoRocky, we provide a technology platform connecting users with licensed medical professionals and pharmacies. This policy governs the money-back guarantee for the GoRocky Hair Loss Program and is designed to comply with relevant Philippine laws, including but not limited to Food and Drug Administration (FDA), Department of Health (DOH), and Department of Trade and Industry (DTI) guidelines and issuances.

This Guarantee applies only to prescription hair loss medications dispensed through GoRocky's partner pharmacies (including compounded formulations). It does not apply to over-the-counter or topical products purchased independently outside of a GoRocky-prescribed program.

1. Guarantee Eligibility

1.1 All of the Following Must Be Met

• Minimum Treatment Duration — a full six (6) months of prescribed treatment under the Program.
• Treatment-Failure Threshold — no measurable improvement in hair density, coverage, or shedding reduction at the six-month mark, as assessed by your prescribing physician based on your progress photos and clinical records.
• No Confounding Medical Conditions — your prescribing physician has ruled out, or you have fully disclosed, underlying conditions that could independently cause hair loss unresponsive to treatment (e.g., alopecia areata, scarring alopecia, thyroid dysfunction, iron deficiency, autoimmune conditions). Undisclosed or undiagnosed conditions of this kind may affect your eligibility.
• Verified Dosage Logs, Pill Sheet Photos & Progress Photos — every prescribed dose logged consistently, with bi-weekly photos of your pill sheet submitted through your GoRocky account to verify ongoing consumption, alongside monthly progress photos of the affected area. Once submitted with photo proof, an entry becomes permanently non-editable.
• Clinical Confirmation — your prescribing physician reviews your case and confirms that the lack of results reflects a genuine treatment failure, not non-adherence, a confounding condition, or undisclosed factors.

2. What You Get Back

If your claim is approved, GoRocky refunds the full amount you paid for the Program — including both the service fee and the cost of medication — to your original payment method.

3. How to File a Claim

• If you believe the medication isn't working for you after the 6 months, report this through your GoRocky account or directly to your Patient Care Manager.
• The Patient Care Manager will look at your entries to see the validity claim and if the program was adhered to.
• If approved, your Patient Care Manager will process your refund — subject to Sales Manager approval — and escalate it to the Finance team for payment.
• You'll receive written confirmation once a decision has been made.

You must report a suspected treatment failure and request your consultation within seven (7) days of reaching your six-month treatment mark.

4. Medication Disposal — No Return Required

You are not required to return any medication, used or unused, to receive your refund. Prescription medicines are prepared or dispensed specifically for you and cannot be returned, restocked, or reused, in compliance with Section 18 of the Implementing Rules and Regulations of RA 10918 and FDA regulations. You'll receive separate instructions on how to safely dispose of any remaining medication; this is for your safety and is not a condition of your refund.

5. When This Guarantee Doesn't Apply

This Guarantee does not apply if:

• You haven't completed the minimum six-month treatment duration.
• Your dosage logs or monthly progress photos are incomplete, missing, or weren't submitted as required.
• You voluntarily discontinued the Program for reasons unrelated to physician-directed necessity.
• You stopped treatment during the shedding phase (typically months 1–2) without first consulting your physician — temporary shedding is a normal and expected part of treatment and does not constitute treatment failure.
• You withheld or misrepresented health information — including underlying conditions covered in Section 1 — that would have affected your eligibility for the Program or this Guarantee.
• GoRocky suspects abuse or manipulation of the Guarantee, including repeat enrollment and cancellation across accounts or tampering with logged data or photo proof.
• You discontinued treatment due to a medical adverse event — these cases are handled under GoRocky's separate compassionate/medical policy, not this Guarantee.

6. Procedure Upon Approval

• Upon approval, you will receive a notice confirming your refund.
• Refunds are processed within 5–10 business days from the date of approval.
• Refunds are returned via your original payment method, or another means agreed upon and approved by GoRocky.

7. Other Terms

• This Guarantee applies only to prescription hair loss medications under the GoRocky Hair Loss Program and does not extend to any other GoRocky product or service.
• GoRocky may verify any information you submit in connection with a claim, including logged data, photo proof, and clinical records.
• This Guarantee is governed by, and construed in accordance with, the law of the Philippines. The Parties shall attempt in good faith to promptly resolve any dispute arising out of this Guarantee (which shall commence by either party giving written notice to the other). In the event that such dispute cannot be resolved by amicable negotiations within thirty (30) days of either party giving written notice to the other, the dispute shall be submitted by either party for resolution by the courts of the Philippines in Makati City, having exclusive jurisdiction over the dispute.
• GoRocky may update this policy from time to time. Claims will follow the version in effect when submitted, provided that changes will not reduce any benefit or right that accrued before the update.

8. Customer Support

For questions about this Guarantee, or to begin a claim, message your Patient Care Manager in the GoRocky app or reach GoRocky's Customer Support through the Help Center.

Disclaimer: GoRocky Medical Inc. connects users with licensed doctors, pharmacies, and healthcare providers. It is not itself a licensed clinic, pharmacy, or provider.