Money-Back Guarantee Policy

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 GLP-1 Weight Management 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 compounded semaglutide and compounded tirzepatide dispensed through GoRocky's partner compounding pharmacy. It does not apply to readily available, FDA-approved brand-name GLP-1 products (e.g., Ozempic, Mounjaro) even if prescribed through GoRocky.

1. Guarantee Eligibility

1.1 All of the Following Must Be Met

• Minimum Treatment Duration — a full three (3) months of prescribed treatment under the Program.
• Treatment-Failure Threshold — less than five percent (5%) body-weight loss from your Day 0 baseline at the three-month mark, verified against your logged weigh-ins and clinical records.
• No Confounding Medical Conditions— your prescribing physician has ruled out, or you have fully disclosed, underlying medical conditions that could independently cause little-to-no weight loss or weight gain (e.g., hypothyroidism, PCOS, Cushing's syndrome, certain medications). Undisclosed or undiagnosed conditions of this kind may affect your eligibility.
• Verified Dosage & Weigh-In Logs — every prescribed dose and your body weight logged weekly in your GoRocky account, each with photo proof. Once submitted with photo proof, an entry becomes permanently non-editable.
• Nutritional Counseling — attendance at your required consultations, during which your Basal Metabolic Rate (BMR) and a personalized diet plan were discussed and provided by your prescribing physician.
• Clinical Confirmation — your prescribing physician reviews your case and confirms that your 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, report this through your GoRocky account or directly to your Patient Care Manager.
• Your Patient Care Manager will book you a consultation with your prescribing physician.
• At the consultation, your physician will review your logged dosage and weigh-in history, confirm you've completed three months of treatment, and determine whether you meet the treatment-failure criteria under this Guarantee.
• 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 three-month treatment mark.

4. Medication Disposal — No Return Required

You are not required to return any medication, used or unused, to receive your refund. Compounded prescription medicines are personalized and prepared 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 three-month treatment duration.
• Your weekly dosage or weigh-in logs are incomplete, missing, or weren't submitted with the required photo proof.
• You voluntarily discontinued the Program for reasons unrelated to physician-directed necessity.
• 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/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.
• Your treatment involved a readily available, FDA-approved brand-name GLP-1 product (e.g., Ozempic, Mounjaro) rather than a compounded medication.

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 the compounded medications in the GoRocky GLP-1 Weight Management 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.