1. How care is provided
Medlo Health, Inc. is a technology company. Clinical care is delivered by independent, U.S.-licensed clinicians through a white-label clinical-infrastructure partner with which we maintain a Business Associate Agreement (BAA). The partner operates the professional corporation, employs or contracts the clinicians, manages prescribing workflow, and contracts with licensed pharmacies. We do not practice medicine, do not employ clinicians, and do not handle protected health information outside the partner's HIPAA-covered system.
2. Asynchronous prescribing
The intake-driven, asynchronous prescribing model is a privilege, not a right. Our intake is built to gather sufficient clinical signal (symptom history, contraindications, current medications, prior treatment) to support a real medical evaluation, not to create a checkbox path to a sale. A clinician may request additional information, refer the patient to in-person care, or decline to prescribe. We treat clinician declination as a routine outcome, not a service failure.
3. Controlled substances and Ryan Haight
We do not prescribe controlled substances by telehealth. This includes testosterone replacement therapy (TRT), which sits on Schedule III and is generally inappropriate for an asynchronous, no-prior-relationship model under the Ryan Haight Act. We may revisit TRT only if and when we can support a clinical workflow that meets the in-person-evaluation requirements.
4. Finasteride and post-finasteride syndrome
If finasteride or related products are part of a patient's plan, the informed-consent flow names post-finasteride syndrome (PFS) explicitly, in plain language, with the reported sexual, neurological, and psychological effects spelled out. The disclosure is not buried, requires an affirmative click separate from any other consent, and is logged with the patient's record. A patient who declines this consent does not receive a finasteride prescription.
Read the language in our Telehealth Informed Consent.
5. Subscription and cancellation (FTC Click-to-Cancel)
Our subscription flow is built to comply with the Federal Trade Commission's Click-to-Cancel rule and applicable state auto-renewal laws. Cancellation is one click, available to a logged-in patient at any time, and never gated behind a phone call, retention specialist, or chatbot. We acknowledge cancellation by email within one business day. See our full Cancellation Policy.
6. Advertising and claims substantiation
Every claim made in our advertising or on this site is reviewed against an internal claims-substantiation library before it ships. We do not use the words guaranteed, miracle, cure, fastest, best, or any superlative we cannot substantiate. We do not run paid ads featuring AI-generated patient personas, deepfaked clinicians, or fabricated reviews. Any creative that mentions a medication is reviewed by our partner's medical team before it goes live.
7. AI in our operations
We use AI for creative production, lifecycle communication, programmatic content, and customer-support triage. These are operational uses. We do not use AI to make clinical decisions. Any customer-support interaction that touches medication guidance, dosing, side effects, or a clinical question is escalated to a human, and any chatbot output that could be read as medical advice is reviewed before being sent.
8. Corporate Practice of Medicine
Many states restrict the corporate practice of medicine (CPOM). Non-clinician owners cannot direct clinical decisions. We address this through our partner's professional-corporation / management-services-organization structure, which separates clinical control from business operations as required.
9. Certifications we do not yet hold
Until we directly hold a certification, we do not advertise it. That includes LegitScript, SOC 2, and PCI DSS. We expect to pursue these as our practice scales, and we will publish the certificates on this page when they are issued.
10. How to reach us about compliance
If you are a regulator, attorney general's office, or partner-platform compliance officer with a question about anything on this page, contact us at compliance@medlohealth.com. We respond within two business days.