Heally Patient Terms of Use

1. What Heally Is (and Is Not)

Heally provides a technology and administrative platform that enables individuals ("Patients," "you," or "Users") to connect with independent, licensed healthcare providers ("Providers") for healthcare-related services.

Heally does not practice medicine or any licensed healthcare profession. Heally does not provide medical advice, diagnosis, or treatment. Heally does not control, supervise, or direct Providers' clinical judgment, medical decision-making, or professional services.

Heally's role is limited to providing software, scheduling, communications tools, payment facilitation, care coordination, and administrative support. All healthcare services are provided solely by Providers.

2. Provider-Patient Relationship; Labs and Pharmacies

Any provider-patient relationship formed through the Platform exists solely between you and the Provider. Providers are independent professionals who are fully responsible for the healthcare services they provide, including compliance with applicable laws, licensure requirements, and professional standards of care.

Heally does not employ Providers and does not guarantee Provider availability, credentials, outcomes, or treatment decisions. Provider profiles and credentials are provided for convenience only and are not endorsements.

Laboratories and Pharmacies

At the direction of Providers, Heally may coordinate access to third-party laboratories and pharmacies. Heally is not a laboratory and not a pharmacy, does not perform diagnostic testing, and does not dispense medications.

Laboratory services, prescription fulfillment, medication counseling, shipping, pricing, packaging, refills, and related services are provided solely by the applicable third-party laboratory or pharmacy. Prescriptions may be filled on a cash-pay basis unless otherwise disclosed. Prescriptions may be transferred between pharmacies as permitted by law.

3. Telehealth Informed Consent

Some Providers offer services using telehealth technologies, including real-time audio, video, asynchronous messaging, and secure electronic communications ("Telehealth Services").

By using Telehealth Services, you acknowledge and agree to the following:

A. Nature of Telehealth

Telehealth involves healthcare services delivered when you and the Provider are not in the same physical location and may involve the electronic transmission of health-related information.

B. Benefits

Potential benefits include improved access to care, convenience, flexibility, and reduced travel.

C. Risks and Limitations

Telehealth has inherent limitations and risks, including technical failures, interruptions, incomplete clinical information, inability to conduct a full physical examination, and a small risk of unauthorized access despite reasonable security safeguards.

D. No Guarantee of Results

No specific outcomes or results can be guaranteed.

E. Appropriateness

Your Provider may determine that Telehealth Services are not appropriate for some or all of your healthcare needs and may require or recommend in-person care, diagnostic testing, imaging, referral, or follow-up.

F. Not for Emergencies

Telehealth Services are not intended for medical emergencies. If you believe you are experiencing a medical emergency, call 911 or go to the nearest emergency room.

G. Voluntary Participation

Participation in Telehealth Services is voluntary. You may withdraw consent at any time by discontinuing use or notifying your Provider.

H. Services Not Appropriate for Telehealth

Telehealth is generally not suitable for conditions requiring in-person physical examination, procedures, diagnostic testing, imaging, or emergency intervention.

I. Recording and Monitoring

You acknowledge and consent that telehealth visits, phone calls, and electronic communications may be recorded, transcribed, or monitored as permitted by law for clinical documentation, quality assurance, training, compliance, and operational purposes.

Telehealth consent may also be collected separately via checkbox or electronic acknowledgment. This section remains effective regardless.

4. No Medical Advice from Heally

Any content on the Platform that is not provided directly by a Provider is for informational and educational purposes only and does not constitute medical advice, diagnosis, or treatment. You should consult a qualified healthcare professional for medical concerns.

5. Eligibility and User Accounts

You must be at least 18 years of age, or a parent or legal guardian acting on behalf of a minor where permitted by law and accepted by the applicable Provider.

The Platform is available only to individuals located in jurisdictions where services are offered. You represent that you are physically located in a permitted jurisdiction at the time of use.

You are responsible for maintaining compatible hardware, software, internet connectivity, and account security. You agree to keep login credentials confidential and to promptly notify Heally of unauthorized access.

Mobile Number Authority. By creating an account or providing a mobile number, you represent that you are the authorized subscriber or customary user of the mobile number provided and that you have authority to consent to receive SMS communications at that number.

6. Communications

You consent to receive communications related to your use of the Platform via email, SMS, push notifications, and in-platform notices. Message and data rates may apply. You may opt out of SMS by replying STOP.

Communications are not monitored continuously and must not be relied upon for urgent or emergency matters.

SMS Text Messaging (10DLC Disclosure)

SMS Text Messaging Consent. By providing your mobile phone number and opting in to receive text messages from Heally, you expressly consent to receive non-marketing and marketing text messages sent via an automatic telephone dialing system or other automated technology, including messages related to account activity, appointments, care coordination, prescriptions, subscription services, payment reminders, customer support, and promotional or informational content.

Message frequency may vary based on your use of the Platform and Services.

Message and data rates may apply.

You may opt out of SMS messages at any time by replying STOP to any message. For help, reply HELP or contact support@getheally.com.

Your consent to receive SMS messages is not a condition of purchase or receipt of services.

For information about how we collect and use personal information, please review our Privacy Policy at https://getheally.com/patients/privacy-policy.

7. Fees, Payments, Subscriptions, and Refunds

You agree to pay all applicable fees disclosed prior to receiving services. Fees may include amounts charged by Providers, laboratories, pharmacies, or other third parties.

Subscriptions

Certain services are offered on a subscription basis, which may include Provider access, care coordination, prescription management, laboratory coordination, and related services ("Subscription Services").

By enrolling, you authorize Heally to automatically charge your payment method at the disclosed recurring interval until cancellation. Subscription renewals may be processed up to two (2) days before the start of the next billing period to prevent service interruption.

You may cancel a subscription at any time through your account or by contacting support@getheally.com. Cancellations take effect at the end of the current billing period. No refunds are provided for partially used subscription periods, except where required by law.

Heally may modify subscription pricing or features with advance notice. Continued use constitutes acceptance.

All services are provided on a cash-pay basis unless expressly stated otherwise. Heally does not guarantee insurance coverage or reimbursement.

8. Privacy, Records, and Information Security

Your use of the Platform is subject to Heally's Privacy Policy: https://getheally.com/patients/privacy-policy

Heally implements reasonable administrative, technical, and physical safeguards, but no system can be completely secure.

Medical records are maintained by Providers, laboratories, or pharmacies in accordance with applicable law. Heally is not the primary custodian of medical records but may transmit or store records for care coordination and operational purposes. Records may be retained after account termination as required by law.

9. Acceptable Use

You agree not to misuse the Platform or engage in unlawful, abusive, fraudulent, or disruptive conduct. Heally may suspend or terminate access for violations.

10. Disclaimer of Warranties

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE."
TO THE MAXIMUM EXTENT PERMITTED BY LAW, HEALLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

11. Limitation of Liability

To the maximum extent permitted by law, Heally shall not be liable for indirect, incidental, special, consequential, or exemplary damages.

Heally's total liability shall not exceed the amount you paid to Heally in the twelve (12) months preceding the event giving rise to the claim.

12. Indemnification

You agree to indemnify, defend, and hold harmless Heally and its officers, directors, employees, and agents from claims arising out of your misuse of the Platform or violation of these Terms.

13. Arbitration and Governing Law

These Terms are governed by the laws of the State of California, without regard to conflict-of-laws principles. Disputes shall be resolved by binding arbitration on an individual basis, except where prohibited by law.

14. Changes to These Terms

Heally may update these Terms from time to time. Continued use of the Platform constitutes acceptance of the updated Terms.

If you have opted in to receive SMS communications, changes related to messaging practices may also be communicated via text message, as permitted by law.

15. Contact Information

Email: support@getheally.com