Effective Date: 7/1/2026
This Purchase, Refund & Re-Evaluation Policy (“Policy”) explains the terms that apply to purchases made through EDS Connective, including cancellation rights, refund eligibility, evaluation completion requirements, re-evaluation options, and payment disputes. This Policy is incorporated into and governed by the EDS Connective Terms of Service.
This Policy is presented to you before you complete your purchase. By completing your purchase, you acknowledge that you have reviewed this Policy, that you understand the refund limitations described herein, and that you agree to its terms.
If you have not yet begun your intake (i.e., you have not submitted any intake questionnaire responses, uploaded any photographs, or submitted any medical records or documents through the platform), you may cancel your purchase and receive a full refund by contacting us at support@edsconnective.com within seventy-two (72) hours of purchase.
Once you begin your intake by submitting any data through the platform, the cancellation window closes and this Policy’s refund limitations apply.
Once you have begun your intake, purchases are generally non-refundable. By completing your purchase and beginning the intake process, you reserve access to our evaluation process and associated provider review capacity. For this reason, refunds are generally not available once a purchase has been completed.
Refunds are not available based on evaluation outcomes. This includes, without limitation, cases where a diagnosis of :
We understand that unexpected situations can arise. If you believe special circumstances apply to your situation, please contact us at support@edsconnective.com. We review requests on a case-by-case basis and may, at our sole discretion, offer an extension, account credit, refund, or other accommodation when appropriate. Any accommodation granted is voluntary, does not create a right to future accommodations, and does not constitute a waiver of this policy.
Evaluation Outcomes
EDS Connective is a virtual health platform that connects individuals with independent licensed healthcare providers for evaluation of possible Hypermobile Ehlers-Danlos Syndrome (hEDS), Hypermobility Spectrum Disorder (HSD), and related clinical concerns.
Any diagnosis or clinical impression is determined solely by the evaluating licensed healthcare provider based on their independent clinical judgment and applicable diagnostic criteria.
The evaluation provider exercises independent clinical judgment. EDS Connective does not control, direct, or guarantee diagnostic outcomes. A diagnosis cannot be guaranteed. See Terms of Service Section 7 (Telehealth Services and Diagnostic Evaluation) and Section 14 (Limitation of Liability) for additional terms.
Submission deadline. Your intake must be submitted within thirty (30) days of purchase. This timeframe ensures that your responses accurately reflect your current symptoms, medical history, and clinical concerns at the time of evaluation.
Reminders. We will send you reminder notifications at approximately 7, 14, and 25 days after purchase if your intake has not yet been submitted.
Lockout. If your intake is not submitted within 30 days, your evaluation access will be suspended. You will have an additional seven (7) day grace period during which you may contact us to request reactivation. After the grace period expires without submission or contact, your evaluation access will be permanently closed and your purchase will not be refunded.
Extenuating circumstances. We understand that this platform serves individuals with chronic health conditions who may experience symptom flares or other circumstances that prevent timely completion. If extenuating circumstances prevented you from completing your intake on time, please contact us at support@edsconnective.com. We will review requests on a case-by-case basis and may, at our sole discretion, offer an extension, account credit, or other accommodation.
Extensions or other accommodations are not guaranteed and do not modify or waive this policy.
If you experience a technical issue that prevents you from completing your intake or accessing the platform, please contact us promptly at support@edsconnective.com.
We will make reasonable efforts to resolve technical issues in a timely manner. Technical issues do not automatically qualify a purchase for a refund. However, if a technical issue attributable to EDS Connective prevents you from completing your evaluation and we are unable to resolve it within a reasonable time, you may be eligible for a full or partial refund at our discretion.
We understand that symptoms, medical history, and family history may change over time. A discounted re-evaluation may be available after your original evaluation has been completed and results have been delivered.
Eligibility: Re-evaluation is available only after the original evaluation is complete and results have been delivered. Re-evaluation is not available as a substitute for, or appeal of, the original evaluation outcome.
Current Re-Evaluation pricing (as of the effective date of this Policy):
Re-evaluation is not available until the original evaluation is complete and results have been delivered.
Pricing terms: Re-evaluation pricing stated above is effective as of the date of this Policy and is subject to change. The pricing applicable to your re-evaluation will be the pricing in effect at the time you request re-evaluation, unless EDS Connective has provided you with a written commitment to specific pricing.
Future diagnostic criteria updates. If diagnostic or classification criteria for hEDS, HSD, or related conditions are updated after your original evaluation, you may choose to pursue re-evaluation under the updated criteria when available through EDS Connective. Discounted re-evaluation pricing, if offered, will follow the same eligibility rules described above based on your original submission date. EDS Connective does not guarantee that updated criteria will apply to your situation or result in a different clinical outcome.
To request a discounted re-evaluation, email us at support@EDSconnective.com.
If you believe you are entitled to a refund or credit, we encourage you to contact us at support@edsconnective.com before initiating a payment dispute with your financial institution. We are committed to resolving legitimate concerns promptly and fairly.
If you initiate a chargeback or payment dispute with your credit card company, bank, or payment processor:
We will cooperate with payment processors in investigating disputes and will provide documentation of services rendered, consent records, and policy acknowledgments as appropriate.
We understand that unexpected situations can arise. If you believe special circumstances apply to your situation that are not addressed by the provisions above, please contact us at support@edsconnective.com.
We review requests on a case-by-case basis and may, at our sole discretion, offer an extension, account credit, partial or full refund, or other accommodation when we determine it is appropriate under the circumstances.
Any accommodation granted is voluntary, does not create a precedent or right to future accommodations, does not constitute a waiver of this Policy, and does not modify the terms applicable to other users or future transactions.
Your purchase and use of EDS Connective are also governed by:
Additional consents, disclosures, acknowledgements, and notices may be presented during the user journey as described in the Terms of Service.
In the event of a conflict between this Policy and the Terms of Service, the Terms of Service shall control.
Any dispute arising out of or relating to this Policy, including disputes regarding refund eligibility, is subject to the dispute resolution provisions set forth in the Terms of Service, including the governing law, informal resolution, and jurisdiction and venue provisions contained therein.
For questions, cancellation requests, refund inquiries, or to report technical issues:
EDS Connective Email: support@edsconnective.com
We aim to respond to all inquiries within two (2) business days. For time-sensitive matters (approaching the 30-day submission deadline or the 72-hour cancellation window), please indicate the urgency in your subject line.
We may update this Policy from time to time. If we make material changes — including changes to refund eligibility, pricing, or deadlines — we will post the updated Policy on the Site with a revised “Last Updated” date and, where appropriate, notify you by email. Changes do not apply retroactively to purchases made before the effective date of the change.
This Purchase, Refund & Re-Evaluation Policy is incorporated into and governed by the EDS Connective Terms of Service. It should be read in conjunction with the Privacy Policy, and all other applicable agreements.
By completing your purchase, you acknowledge that you have reviewed and agreed to any applicable policies, disclaimers, and other terms and conditions.
