Terms of Service

These Terms of Service ("Terms") govern your access to and use of the Protocol MD website, platform, and services (the "Services"). By accessing or using the Services, you agree to these Terms. Please read them carefully, alongside our Privacy Policy, Telehealth Informed Consent, HIPAA Notice, and Cancellation & Subscription Terms. If you do not agree, do not use the Services.

In these Terms, "Protocol MD," "we," "us," and "our" refer to Protocol Studios, LLC, doing business as ("d/b/a") Protocol MD — the management services organization that operates the Protocol MD brand and platform. These words do not refer to any medical practice, physician, pharmacy, or laboratory. Those are independent third parties, described below.

Protocol MD is a management services organization — not a medical practice

Protocol MD is a management services organization ("MSO"). We provide non-clinical, administrative, and business support services — including marketing, technology and platform hosting, billing and payment administration, scheduling, customer support, and general back-office and administrative support — to independent medical practices and provider networks.

Protocol MD does not engage in the practice of medicine and does not provide medical or healthcare services of any kind. We do not diagnose conditions, recommend or provide treatment, or offer medical advice, medical opinions, or clinical judgment — whether in connection with peptide therapy, bloodwork, or anything else. All medical care, clinical decisions, and treatment are the sole responsibility of the independent, licensed physicians who provide them.

We are not your medical provider; no physician–patient relationship with Protocol MD

The medical services made available through the platform are provided by independent professional medical corporations and provider networks that are owned and operated by, or contractually affiliated with, licensed physicians (the "Medical Practices"). The Medical Practices are legitimate, independent medical practices staffed by US-licensed, board-certified physicians who hold an active license in the patient's state. The physicians are solely responsible for the medical care and treatment they provide, and for all clinical decisions, including whether any peptide protocol, laboratory panel, or medication is appropriate for you.

Using the Services, or communicating with Protocol MD, does not create a physician–patient relationship between you and Protocol MD. A physician–patient relationship is formed only with the independent Medical Practice and its physician, and only when a physician accepts you as a patient. Protocol MD is not responsible for the acts, omissions, advice, or communications of any physician or Medical Practice.

We are not a pharmacy

Protocol MD is not a pharmacy. We do not manufacture, compound, dispense, sell, or ship any medication, and we do not provide pharmaceutical services. Any compounded medication prescribed by an independent physician is prepared and dispensed by an independent, US-licensed 503A compounding pharmacy or 503B outsourcing facility, which is solely responsible for compounding, quality, labeling, and fulfillment. The independent Medical Practices and provider networks work only with US-licensed 503A compounding pharmacies and 503B outsourcing facilities. Compounded peptides are not FDA-approved drug products and are dispensed only pursuant to a valid prescription.

We are not a laboratory

Protocol MD is not a clinical laboratory. We do not draw, collect, process, analyze, or interpret laboratory samples or results. Any bloodwork or lab panel is drawn and analyzed by independent, third-party laboratories (for example, LabCorp or Quest Diagnostics), and results are reviewed by an independent, licensed physician. Protocol MD does not warrant the accuracy, completeness, or timeliness of any laboratory result, which is the responsibility of the performing laboratory and the reviewing physician.

Educational content is not medical advice

Information on this site is provided for general educational purposes only and is not a substitute for professional medical care, medical advice, diagnosis, or treatment, or for a detailed discussion with your primary care physician or another licensed healthcare provider. Never disregard or delay seeking professional medical advice because of something you read on the Services. If you have questions about your health or peptide therapy, discuss them with a licensed provider.

Medical emergencies

The Services are not for medical emergencies. If you think you may have a medical emergency, call your doctor, go to the nearest emergency department, or call 911 immediately. Telehealth may not be appropriate for every condition and does not replace in-person care in all cases.

Eligibility

You must be at least 18 years old and located in the United States to use the Services. By using the Services, you represent that the information you provide about yourself, your medical history, and your state of residence is accurate and complete. Providing inaccurate information may affect the care a physician can provide and may result in a physician declining to prescribe.

Service availability and jurisdictions served

The Services are made available to patients located in the 50 U.S. states where a licensed physician and licensed pharmacy or laboratory fulfillment are available. Care is provided by independent physicians who hold an active license in the patient's state, and eligibility is verified based on your state of residence at the time of service. Protocol MD does not arrange care, charge, or arrange shipment to patients located in any jurisdiction where a licensed provider and licensed fulfillment are not available.

Prescriptions

Whether any medication or protocol is prescribed is determined solely by the independent reviewing physician, in their professional judgment. Submitting an intake or payment does not guarantee that any medication will be prescribed. Prescribed compounds are dispensed by an independent 503A compounding pharmacy or 503B outsourcing facility and require a valid prescription. Compounded peptides are not FDA-approved drug products and are not for use by persons under 18.

Payments, pricing, and billing

As the MSO, Protocol MD administers billing and payment processing for the Services on behalf of itself and the independent Medical Practices and pharmacies. Amounts you pay may include the management, administrative, and technology fees charged by Protocol MD as well as the professional and product fees charged by the independent Medical Practices, physicians, pharmacies, and laboratories. When you check out, we place a hold on your card for the plan you select rather than charging it. You are only charged after a licensed physician reviews your case and approves treatment. That charge covers the review of your medical intake and, if the physician prescribes, your medication and its fulfillment. If a physician reviews your intake and does not prescribe, the hold is released and you are never charged. If you never complete your medical intake, nothing is charged — the hold is released and your order closes. Billing intervals, recurring plans, cancellation, and refunds are governed by our Cancellation & Subscription Terms and Returns & Refund Policy.

Consultation fee

A consultation fee of $20 applies to the physician review of your medical intake. This fee compensates the independent Medical Practice and its licensed physician for evaluating your case and determining whether treatment is appropriate for you, and it applies whether or not the physician prescribes. The $20 consultation fee is included in the amount held at checkout and in the amount charged after a physician approves treatment — it is not billed to you separately or in addition to the plan price shown at checkout. Consistent with the section above, if a physician reviews your intake and does not prescribe, or if you never complete your medical intake, the hold is released and you are not charged the consultation fee or any other amount.

Automatic renewal and recurring billing

Some plans are recurring subscriptions that automatically renew. For any recurring plan, the recurring price, the billing interval (for example, monthly, every 3 months, or every 6 months), and the date of your next charge are disclosed to you before you enroll. By enrolling in a recurring plan, you authorize Protocol MD to charge your payment method on a recurring basis at those intervals until you cancel. You may cancel at any time before your next renewal date as described in our Cancellation & Subscription Terms, and there are no cancellation fees.

We set your renewal date so your next shipment can reach you before your current supply runs out. Our pharmacy ships Monday through Thursday, so depending on which day of the week your plan renews, your renewal date may fall one or two days before your supply ends. You are shown the exact date before you enroll and again before each charge, and that date does not change. Renewal charges and shipments may also occur up to two (2) days early to accommodate holidays or for other operational reasons.

Refill forms and your prescription

Some treatments need a short refill form before a new prescription can be written. When one is required, it opens in your account roughly two weeks before your current supply runs out, and we remind you by email and text. Completing it is your responsibility.

Billing and the refill form are separate. Your card is charged on your regular schedule whether or not the form is complete. We ship only after a licensed physician has reviewed and approved your refill, so if the form is outstanding your treatment pauses until it is done — the charge still applies. If a physician reviews your refill and declines it, we refund that charge. If you need a refund in any other circumstance, contact care@protocolmd.com and we will consider it.

Cancelling before your next charge

To avoid being charged for your next cycle, you must cancel at least two (2) days before your next scheduled billing date. This deadline is calculated from your originally scheduled billing date, whether or not your charge or shipment occurred early as permitted above.

Accounts and accurate information

You are responsible for the information you submit and for maintaining the confidentiality of your account and patient portal credentials. You are responsible for all activity that occurs under your account.

Your representations and warranties

By using the Services, you represent and warrant that: (a) you are at least 18 years old and have the legal capacity to enter into these Terms; (b) all information you provide — including your identity, contact information, medical history, and state of residence — is true, accurate, current, and complete, and that you will keep it up to date; (c) you are using the Services for yourself and not on behalf of another person without authorization; (d) you will not resell, redistribute, or provide to any other person any medication or product obtained through the Services; and (e) your use of the Services complies with all applicable laws.

Acceptable use and prohibited conduct

You agree to use the Services only for lawful purposes and in accordance with these Terms. You will not: (a) provide false, misleading, or fraudulent information, including to obtain a prescription or medication; (b) use the Services for any unlawful purpose or in violation of these Terms; (c) resell, transfer, divert, or share any medication or product obtained through the Services; (d) access, scrape, crawl, or harvest data from the Services by automated means, or reverse engineer, decompile, or attempt to derive the source code of the platform; (e) interfere with or disrupt the Services, introduce malware, or attempt to gain unauthorized access to any account, system, or data; or (f) impersonate any person or misrepresent your affiliation with any person or entity. We may investigate and take appropriate action, including suspending or terminating access, against anyone who violates this section.

Termination and suspension

We may suspend or terminate your access to the Services, in whole or in part, at any time and for any reason, including if we believe you have violated these Terms, provided false information, or engaged in fraudulent or unlawful conduct, or as needed to comply with law or to protect the Services, our users, or the independent Medical Practices, pharmacies, and laboratories. You may stop using the Services at any time. Provisions that by their nature should survive termination — including the disclaimers, limitation of liability, indemnification, arbitration, and governing-law sections — will survive.

Telehealth consent and privacy

Use of the clinical services made available through the platform is subject to our Telehealth Informed Consent. How information is handled is described in our Privacy Policy, HIPAA Notice, and Consumer Health Data Privacy Policy.

Communications

Text messages are optional and are never a condition of purchase. We send them only if you check the separate text-message box at the point where you give us your mobile number — providing the number by itself is not consent, and you can complete your assessment, place an order, and be treated without ever agreeing to be texted.

The program has a single use case: notifications about your order and your account — order confirmations and status, shipping and delivery updates, and subscription renewal reminders. We do not send clinical information by text; anything about your assessment, your treatment, or a message from your care provider reaches you by email or in the patient portal. Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time or HELP for help. Full details are in our SMS Terms & Messaging Policy.

Electronic communications and consent

By using the Services, you consent to receive communications and records from us electronically — including these Terms, notices, disclosures, and other documents — by email, text message, or through the Services or your patient portal, and you agree that electronic delivery satisfies any legal requirement that such communications be in writing. You may withdraw this consent by contacting us, although doing so may limit your ability to use the Services.

Intellectual property

The Protocol MD name, logo, site content, and design are owned by Protocol Studios, LLC and its licensors and may not be copied, reproduced, or used without permission, except as needed for your personal use of the Services.

No guarantee of results

Individual results vary and are not guaranteed. Protocol MD makes no promise or guarantee that any protocol, medication, or laboratory panel will produce any particular health outcome or result. Compounded medications are not FDA-approved drug products, and all therapies carry risks that you should discuss with your prescribing physician. You assume all risks associated with your decision to pursue any therapy.

Assumption of risk and disclaimer of warranties

You use the Services at your own risk. The Services, the site, and all content are provided on an "as is" and "as available" basis, without warranties of any kind, whether express or implied. Protocol MD does not make, and expressly disclaims, any representation or warranty about the qualifications, credentials, licensing, acts, or omissions of any independent physician, Medical Practice, pharmacy, or laboratory, or about the accuracy, suitability, reliability, or timeliness of any diagnosis, treatment, medication, or laboratory result provided by them. Nothing in these Terms limits any right you may have that cannot be limited under applicable law.

Limitation of liability

Because Protocol MD does not practice medicine, dispense medication, or perform laboratory testing, Protocol MD is not responsible or liable for the medical care, prescribing decisions, compounding, dispensing, or laboratory testing provided by the independent physicians, Medical Practices, pharmacies, or laboratories. To the fullest extent permitted by law, Protocol Studios, LLC and its owners, officers, employees, and agents will not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to your use of the Services, and their total aggregate liability will not exceed the amounts you paid to Protocol MD for the Services in the six (6) months preceding the event giving rise to the claim.

Indemnification

You agree to indemnify and hold harmless Protocol Studios, LLC and its owners, officers, employees, and agents from any claim, demand, loss, or expense (including reasonable attorneys' fees) arising out of or related to your use of the Services, your violation of these Terms, or your interactions with any independent physician, Medical Practice, pharmacy, or laboratory.

Binding arbitration and class action waiver

Please read this section carefully — it affects your legal rights. You and Protocol MD agree that any dispute, claim, or controversy arising out of or relating to these Terms or the Services (a "Dispute") will be resolved by binding individual arbitration, rather than in court, except that either party may bring an individual claim in small-claims court. The arbitration will be administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. The arbitration may be conducted by video or telephone, or, where an in-person hearing is required, in the county of your residence or another mutually agreed location, so that participating is not unduly burdensome.

You and Protocol MD agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, or representative proceeding. You and Protocol MD each waive any right to a jury trial. If the class-action waiver is found unenforceable as to a particular claim, that claim (and only that claim) will be severed and may proceed in court. This arbitration agreement is governed by the Federal Arbitration Act. You may opt out of this arbitration agreement by emailing care@protocolmd.com within 30 days of first accepting these Terms; opting out will not affect any other part of these Terms.

Governing law and venue

These Terms, and any Dispute not subject to arbitration, are governed by the laws of the State of Delaware, without regard to its conflict-of-laws rules, except that the Federal Arbitration Act governs the arbitration section above. To the extent any Dispute is not subject to arbitration, you and Protocol MD agree that it will be brought exclusively in the state or federal courts located in Delaware, and you consent to the personal jurisdiction and venue of those courts.

Changes to these Terms

We may update these Terms from time to time. When we do, we will revise the "Last updated" date above. Your continued use of the Services after changes take effect means you accept the updated Terms.

Contact

Questions about these Terms? Email care@protocolmd.com or call (914) 222-2990.