Terms of Service

1. Who we are

TRT Optima is operated by:

Legal entity

Andes Biolabs S.A.S.

NIT

902.060.792-3

Business address

Edificio Chelsea, Piso 7, Cra. 48 #19 Sur-100, Zona 2, Envigado, Antioquia 050021, Colombia

Email

[email protected]

Telephone/WhatsApp

+57 305 472 8234

In these terms, “TRT Optima,” “we,” and “our” refer to this legal entity.

We help coordinate access to physician consultations and related services in Colombia. The healthcare professional or provider responsible for a consultation, laboratory service, prescription, or other clinical service will be identified when that service is arranged.

2. How these terms apply

These terms govern use of our website and the administrative and coordination services we agree to provide.

Before you purchase a service or membership, we provide the relevant description, price, payment terms, and any specific conditions. You will have an opportunity to review and accept them and retain a copy.

A booking or membership confirmation forms part of your agreement with us. Mandatory legal protections take precedence over inconsistent wording.

Accepting these terms does not replace informed consent for medical care or authorization to process sensitive personal information.

3. Requesting services

To arrange services independently, you must have legal capacity to enter into the relevant agreement. If you are acting for another person, you must have appropriate authority.

Contact our team before arranging services for a minor so that eligibility, representation, and the appropriate clinical pathway can be established.

Please provide accurate contact information and relevant details about your request. For virtual care, tell the treating professional where you will physically be located during the appointment. Being an existing client does not automatically establish eligibility for care while you are outside Colombia.

4. Clinical services and professional decisions

Medical assessments, diagnoses, prescriptions, and treatment decisions are made by the treating healthcare professional.

Our support team assists with scheduling, records, laboratory arrangements, and other practical coordination. Clinical questions are directed to the appropriate professional.

A physician may recommend further testing, an examination, another provider, monitoring, or no treatment. Purchasing a consultation or membership does not guarantee a prescription, a particular medication, or a specific health outcome.

A completed consultation provides professional assessment even when medication is not recommended. Your rights concerning the quality or delivery of that service remain applicable.

Further information appears in our Medical Disclaimer .

5. Free written hormone evaluation

Where offered, the free written hormone evaluation is an initial review of the information you submit to help explain possible next steps.

It does not include a physician consultation, laboratory testing, medication, or paid ongoing support unless expressly stated.

It is not a diagnosis or prescription. It does not commit you to purchasing services or guarantee eligibility for treatment.

We may request additional information if the material submitted is incomplete or cannot be meaningfully reviewed.

6. Bookings, changes, and attendance

Your booking confirmation will identify the appointment format, date, time, provider, price, and relevant preparation instructions. Appointment times use the time zone stated in the confirmation.

Please contact us promptly if you need to reschedule or cannot attend.

Any cancellation deadline, late-arrival rule, or missed-appointment charge must be disclosed before you agree to the booking.

You can cancel or reschedule an appointment at any time by writing to us on WhatsApp or by email.

If a provider cancels or cannot deliver a booked service, we will explain the available rescheduling or refund arrangements. You will not be required to accept a materially different service in its place.

If technical problems prevent a virtual consultation, contact our team so that the circumstances and appropriate next step can be reviewed.

7. Prices and payment

Current consultation, testing, and other service prices are available from our team. Membership pricing is described in the applicable offer.

Before payment, we explain the total amount payable, what it includes, and any separate charges, including delivery or payment-method charges where applicable.

Unless expressly stated otherwise, quotations are in Colombian pesos. Any offer-expiry date will be stated in the quotation.

Only pay through the official payment details or links provided by TRT Optima. Contact us through a known official channel if a payment request appears unusual.

Where you pay a physician, laboratory, pharmacy, or another provider directly, that provider will be identified along with its applicable payment terms.

We will provide or arrange the appropriate transaction confirmation and billing documentation for payments we collect.

8. Core membership and ongoing support

Core is optional. The plan offered to you identifies its included services, applicable medication coverage, kit contents where relevant, and separately billed items.

Medication fulfillment remains subject to a valid prescription and clinical suitability. Membership does not authorize changes to medication or guarantee that the same prescription will continue indefinitely.

Your membership confirmation must state:

• The price and billing interval.
• The start date and period covered.
• Included services and exclusions.
• Whether renewal is manual or automatic.
• Any minimum commitment.
• How and when to cancel or pause.
• How unused prepaid services or unfulfilled items are handled.

Recurring payment collection requires your express authorization. Any applicable cancellation deadline must be disclosed before enrollment.

If your physician changes or discontinues treatment, we will explain how that affects the membership and any unfulfilled components.

Material changes to future membership charges or benefits will be communicated before they take effect, with an opportunity to decline renewal. They will not retrospectively change services already purchased.

9. Prescriptions, medication, and delivery

Prescription medication requires the appropriate clinical assessment and a valid prescription. Availability may depend on the product, pharmacy, and location.

We will explain which provider supplies the medication and the arrangements for fulfillment and delivery.

If an item is unavailable, we will explain the next steps. Any clinically relevant substitution requires the appropriate professional review and your agreement where applicable.

Report incorrect, damaged, incomplete, or potentially compromised deliveries promptly. Keep the packaging and relevant records where possible, and seek professional advice before using a product you believe may be unsafe.

For eligible online orders, unavailable goods or delivery beyond the agreed deadline can give rise to cancellation and refund rights. We will apply the relevant requirements.

Medication-return restrictions do not remove rights concerning defective, incorrect, or undelivered products.

10. Cancellations, refunds, and statutory rights

Booking cancellation, membership cancellation, statutory withdrawal, and payment reversal are different processes.

Statutory withdrawal — derecho de retracto

Where applicable, withdrawal may be exercised within five business days of delivery of goods or conclusion of a service contract. Legal exceptions apply, including services already begun with your agreement.

Contact us using the details below to exercise this right. We will explain applicable return requirements.

For qualifying e-commerce withdrawals, refunds must be completed within 15 calendar days after the right is exercised and the required information and product return obligations are fulfilled.

Other refund requests

Contact us with your name, transaction details, and the reason for your request. We will explain the decision, applicable terms, and any refund due.

Refunds will not be replaced with store credit without your agreement. We will explain the available refund methods and follow applicable requirements.

Payment reversal — reversión del pago

Eligible electronic payments may qualify for reversal for fraud, unauthorized transactions, non-delivery, or incorrect or defective goods. The statutory procedure generally requires a complaint to the supplier and notification to the payment issuer within five business days of the relevant event becoming known or occurring.

These terms do not limit mandatory consumer remedies.

11. WhatsApp and other communications

WhatsApp and email support help coordinate services and answer administrative questions. Response times depend on operating hours and the nature of the request.

These channels are not emergency services. Sending a message or uploading a document does not mean that it has already been reviewed by a clinician.

For urgent symptoms or a suspected emergency, contact local emergency services or attend an emergency department.

Please keep your contact information current and tell us if a communication is sent to the wrong person.

12. Acceptable use and website content

You may use the website to obtain information and request legitimate services.

You must not impersonate another person, submit fraudulent records, seek unauthorized access to systems, introduce malicious software, or use our services for unlawful purposes.

Please communicate respectfully with our team and providers.

Website text, branding, images, and other materials belong to TRT Optima or their respective owners. You may read, link to, and use materials for personal purposes as permitted by law. Commercial reproduction or use of our branding requires the relevant permission.

Rights in information and documents you submit remain with you or the relevant rights holder. Their processing is governed by the Privacy Policy and applicable authorization.

13. Service interruptions and restrictions

We may temporarily restrict website access where reasonably necessary for maintenance, security, or investigation of suspected misuse.

Where a restriction affects a paid service, we will explain the practical consequences and available resolution. A restriction does not automatically forfeit prepaid amounts or prevent you from submitting a complaint.

Changes to clinical care or the ending of a treating relationship must be handled by the responsible provider under applicable professional requirements.

14. Privacy and medical information

Our Privacy Policy explains how personal information is handled and how to exercise data protection rights.

Our Medical Disclaimer explains the limits of general health information and the distinction between educational content, preliminary evaluations, and individual medical care.

These documents do not replace service-specific explanations, clinical consent, or statutory protections.

15. Responsibilities and your rights

Each party remains responsible for its obligations under the agreement and applicable law.

Identifying an external provider does not remove any responsibility that legally belongs to TRT Optima. Differences in individual treatment outcomes do not excuse failures to deliver agreed services with the legally required standards.

Nothing in these terms excludes liability that cannot legally be excluded or requires you to waive mandatory consumer, patient, or data protection rights.

16. Questions and complaints

Contact us at:

Email

[email protected]

Telephone/WhatsApp

+57 305 472 8234

Postal address

Edificio Chelsea, Piso 7, Cra. 48 #19 Sur-100, Zona 2, Envigado, Antioquia 050021, Colombia

Include your name, contact details, the relevant booking or transaction, and the resolution you are seeking. Avoid including unnecessary medical information.

We will acknowledge and record complaints and provide a reference or other means of following their progress. Consumer complaints will be answered within the applicable legal period, generally 15 business days.

You retain access to competent authorities and courts. Consumer matters may be raised with the Superintendencia de Industria y Comercio where it has jurisdiction; clinical-service matters may fall under the relevant health authorities.

17. Applicable law and changes

These terms are governed by Colombian law, subject to any mandatory protections that apply to you.

They do not require you to use an exclusive court or waive access to a competent authority.

We may update these terms for future use and transactions. Material changes affecting an ongoing service will be communicated appropriately and require agreement where applicable.

New terms do not retrospectively alter an accepted booking or remove rights arising from an earlier transaction.

If a provision is unenforceable, it will be handled in accordance with applicable law without removing your mandatory protections.