Terms of service
These terms govern your use of the Xilo website and both service lines. Different sections apply depending on which line you are using, and the research supply terms are stricter.
Last updated 14 August 2026
Who may use Xilo
You must be at least 18 and able to form a binding contract. Telehealth services are available only where Xilo operates, and availability varies by state. Research supply is available only to verified institutional buyers.
Telehealth services
Xilo is a technology platform connecting patients with independent, licensed providers. Xilo does not practice medicine and does not guarantee that any prescription will be written. Purchasing a plan secures consultation, laboratory work, and medication where a provider determines it is clinically appropriate. It does not purchase a prescription, and a provider's decision to decline is a valid outcome of the service.
Research supply purchases
Materials sold through Xilo Research Supply are for laboratory research use only. By ordering you represent that you are a verified institutional buyer, that the material will be used solely for in-vitro research, and that it will not be administered to humans or animals, resold into consumer channels, or represented as a treatment. Breach of this representation terminates the account immediately and may be reported. Full conditions are in the research use policy, which forms part of these terms.
Billing
Plans bill on a recurring basis until cancelled. You may cancel before the next billing date, and cancellation stops future charges rather than refunding the current period. Research supply orders are quoted and invoiced individually and are not subscriptions. Prices may change on notice, and the price shown at the time of your order governs that order.
Refunds
Where a provider declines to prescribe, you are not charged for medication. Prescription medication that has shipped cannot be returned for safety reasons. For research supply, a lot returned with a third-party analytical result outside our published specification is refunded in full, including shipping.
Acceptable use
Do not misrepresent your identity, eligibility, medical history, or institutional affiliation. Do not resell anything obtained through Xilo. Do not use the site to obtain material for a purpose the applicable policy prohibits.
Disclaimers and liability
The website is provided as is. Nothing on it is medical advice. To the extent the law permits, Xilo is not liable for indirect or consequential loss, and nothing in these terms limits liability that cannot lawfully be limited, including liability for death or personal injury caused by negligence.
Disputes and changes
These terms are governed by the law of the state in which Xilo's operating entity is registered. Material changes will be posted here with a revised date, and continued use after that date is acceptance. Questions go to support@tryxilo.com.