Payment Terms

trellOS is not the merchant of record for the medication you order. Each dispensing pharmacy or vendor is the merchant of record on its own charge, through a sub-merchant account it holds with our payment processor. trellOS operates the platform and the settlement plumbing; it is not selling you the medication.

This matters for chargebacks, refunds and disputes: your counterparty on a given charge is the pharmacy or vendor named on it, and that is who a dispute is raised against. Clinics are not sub-merchants and do not hold a merchant account through us.

Two rails are supported, and they do not cost the same:

• ACH bank debit — the default. The intended rail for business-to-business payment on this platform, and the cheaper one. No processing differential is applied.
• Card — the fallback. Card transactions carry a 3% processing differential over the ACH price, reflecting the cost of card acceptance. It is calculated on the transaction amount and shown before you confirm.

The differential is disclosed before you commit, never after. You will see the ACH price and the card price side by side at the point of payment, and choosing ACH avoids the differential entirely.

Debit and prepaid cards are not subject to the differential, including when they are processed as credit.

Availability of the card rail and of the differential varies by state, because several states restrict or prohibit card surcharging. Where a restriction applies, the differential is not applied to that clinic and the ACH price is the only price. If you believe you have been charged a differential in a state that prohibits it, write to billing@trellos.org and we will refund it.

Shipping is additive over a fixed overnight base:

• Overnight base — $35.00, charged on every order.
• Urgent (24 hour) — adds $10.00.
• STAT (same day) — adds $15.00.

Urgent and STAT are alternative tiers; an order is one or the other, never both. All amounts are calculated in whole cents so a total always reconciles exactly to its parts.

Charges accumulate per clinic and merchant-of-record pair and are released when the batch reaches $100 or 14 days, whichever comes first. A batch under threshold is force-released at 14 days so nothing sits indefinitely. Because each pharmacy or vendor is merchant of record on its own charge, one clinic may have several batches open at once.

An ACH return is not an unusual event and we do not treat it as a default. On a return we notify the clinic, attempt recovery against a card on file if one is authorised, and hold further orders only if the balance remains unresolved. Bank-imposed return fees are passed through at cost, without markup.

Card details are entered directly into fields hosted by our payment processor. The number never reaches a trellOS server and is never stored by us — we hold a token, the brand, the last four digits and the expiry, and nothing more. This keeps the platform within PCI DSS SAQ A scope, which is the deliberate architectural choice behind it.

Storing a card for future use is a stored-credential arrangement under card network rules. You authorise it explicitly when you save the card, and you may remove it at any time from Payments → Payment Methods.

Refunds are issued by the merchant of record on the original charge — the dispensing pharmacy or vendor — to the original payment method. trellOS can surface and route a refund request but does not decide it, because it is not our sale to refund.

Raise a billing question with us first at billing@trellos.org. A chargeback filed before we have had a chance to look is slower for everyone and costs the pharmacy a fee regardless of who is right.

Sales and use tax on compounded preparations varies by state and by product. Where tax applies it is calculated at the point of sale and shown separately. Clinics are responsible for their own tax position, including any exemption certificate they hold.