Terms of Service

1.1 Not Medical Advice

THE SERVICE IS NOT INTENDED TO BE A SUBSTITUTE FOR PROFESSIONAL MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT.

• Information provided through CareRoute is for educational and informational purposes only
• Always seek advice from qualified healthcare providers for medical conditions
• Never disregard professional medical advice or delay seeking it because of information from our Service
• In case of medical emergency, immediately contact emergency services

1.2 No Doctor-Patient Relationship

Use of the Service does not create a doctor-patient relationship between you and CareRoute or any of its representatives.

1.3 Accuracy of Information

While we strive to provide accurate information, we make no representations or warranties about the completeness, accuracy, or suitability of any health information provided.

1.4 Health & Financial Guidance

Cost estimates, provider suggestions, and bill‑reduction tips are for education and planning only—not medical, legal, financial, or insurance advice.

• We are not an insurer, broker, law firm, or medical practice
• Out-of-pocket costs depend on your plan, benefits, deductibles, coinsurance, and provider billing
• You must verify benefits, network status, and prices with your plan and provider before receiving care

2.1 Age Requirements

• You must be at least 13 years old to use the Service
• If you are between 13 and 18, you must have parental or guardian consent
• By using the Service, you represent that you meet these age requirements

2.2 Account Information

• You must provide accurate and complete registration information
• You are responsible for maintaining the confidentiality of your account credentials
• You must notify us immediately of any unauthorized use of your account
• You are responsible for all activities that occur under your account

3.1 Free and Premium Tiers

CareRoute offers both free and premium subscription options:

• Free tier includes all features available to premium users, but with monthly usage limitations
• Usage allowances for free tier reset at the beginning of each calendar month
• Premium subscription provides unlimited usage within fair use guidelines
• Subscription details and pricing are available in the app

3.2 Fair Use Policy

Premium subscriptions are subject to fair use limitations:

• 'Unlimited' features are subject to reasonable usage patterns
• Excessive usage that impacts service quality may result in temporary restrictions
• We reserve the right to define excessive usage based on average user patterns
• Users will be notified before any restrictions are applied

3.3 Billing and Renewal

• Subscriptions automatically renew unless cancelled before the renewal date
• Payment is charged to your App Store or Google Play account
• Prices may change with reasonable notice
• No refunds for partial subscription periods unless required by law

3.4 DFY (Done‑For‑You) Fees (if you enroll)

DFY bill‑negotiation services, when offered, use a success‑fee model:

• Fee: a success‑fee equal to the percentage of Savings stated in your DFY Agreement (e.g., kickoff email or engagement letter), disclosed before you authorize DFY
• “Savings” is defined under Bill Savings & Negotiation in Section 7A
• Fees are invoiced upon documented resolution; due within 10 days
• If you enter a provider payment plan, we may invoice proportionally as you pay
• No refunds once a documented reduction is achieved; this does not affect your statutory rights

4.1 Acceptable Use

You agree to use the Service only for lawful purposes and in accordance with these Terms.

4.2 Prohibited Activities

You agree NOT to:

• Use the Service for any illegal or unauthorized purpose
• Violate any laws in your jurisdiction
• Transmit harmful code, viruses, or malware
• Attempt to gain unauthorized access to any part of the Service
• Interfere with or disrupt the Service or servers
• Collect or harvest user data without permission
• Use the Service to harm minors in any way
• Impersonate others or provide false information
• Use automated systems or software to extract data
• Reverse engineer or attempt to extract source code
• Share your account with others
• Use the Service for commercial purposes without authorization

5.1 Your Content

• You retain ownership of all content you provide to the Service
• You grant us a limited license to use your content solely to provide the Service
• You are responsible for the accuracy and legality of your content
• We may use anonymized and aggregated data for service improvement

5.2 Our Intellectual Property

• The Service and its original content (excluding user content) are owned by Healtheja, Inc..
• Our trademarks, logos, and brand features are protected intellectual property
• You may not copy, modify, or distribute our content without permission
• All rights not expressly granted are reserved

The Service may contain links to or integrate with third-party services. We are not responsible for:

• The content or practices of third-party services
• Any loss or damage caused by your use of third-party services
• The privacy practices of third parties
• Directory, mapping, and insurer information provided by third parties may be inaccurate or out of date

A. Bill Savings & Negotiation

Bill‑savings features identify potential savings opportunities and offer two modes: Do‑it‑yourself (DIY) self‑serve guidance, and optional Done‑For‑You (DFY), where with your authorization we may contact providers and insurers as your limited agent.

• Results and savings are estimates; outcomes are not guaranteed
• DIY: we provide analyses, scripts, and templates. You handle outreach and payment decisions
• DFY: by enrolling, you authorize us to communicate with providers/insurers about specified bill(s), submit documentation, and request corrections, discounts, payment plans, or financial assistance
• You agree to sign any required HIPAA (Health Insurance Portability and Accountability Act) authorization and, if needed, a limited power of attorney or representative letter
• We may disclose only the minimum necessary identifying information to perform DFY; we do not store or use your insurer portal credentials without your explicit consent
• Fees: DFY uses a success‑fee calculated as a percentage of Savings as stated in your DFY Agreement (e.g., kickoff email or engagement letter), disclosed before you authorize DFY
• Definition of “Savings”: the difference between the Eligible Balance on the targeted bill(s) as of DFY enrollment and the final patient responsibility after our engagement, including write‑offs, discounts, charity‑care awards, coding corrections, or insurer reprocessing we helped secure; excludes reductions unrelated to our work and prior contractual adjustments
• Timing & payment: Savings are measured upon documented resolution (e.g., revised statement, explanation of benefits (EOB), or provider confirmation). Fees are due within 10 days of invoice; for payment plans, fees may be billed on the plan schedule
• Your responsibilities: provide accurate information, avoid double‑engagement on the same bill without notice, and promptly relay provider/insurer updates
• No legal or medical advice; we are not a debt collector
• Communications: you consent to electronic communications and, where permitted by law, recording of calls with providers/insurers for documentation

B. Provider Finder & Cost Estimates

Provider search and estimated prices use third‑party data and your inputs.

• Directory, network, and pricing data change frequently and may be incomplete
• We do not transmit your personal identity to insurers or providers to verify benefits; network and price inferences rely on publicly available, partner, and generalized user‑provided data
• Provider Finder does not log in to your insurer portal or perform identity‑based verifications
• We rely on your plan details to infer network status; always confirm with your plan and the provider before booking
• Price estimates are not quotes or guarantees and may exclude facility or professional fees
• We do not endorse, recommend, or rate providers; listings are for convenience only
• For emergencies, call your local emergency number; do not rely on the Service

C. Geographic Availability

• Certain features (e.g., provider search, bill savings) are currently available primarily in the United States
• Access may be limited by location, plan type, and data availability; we may restrict features in some regions
• If you use the Service outside your country, you are responsible for compliance with local laws

8.1 Service Provided 'As Is'

THE SERVICE IS PROVIDED ON AN 'AS IS' AND 'AS AVAILABLE' BASIS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED.

8.2 No Warranties

We do not warrant that:

• The Service will be uninterrupted or error-free
• Defects will be corrected
• The Service is free of viruses or harmful components
• Results from the Service will meet your requirements

8.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, Healtheja, Inc. SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR USE.

8.4 Maximum Liability

Our total liability shall not exceed the amount paid by you to CareRoute in the twelve (12) months preceding the claim.

10.1 Termination by You

You may terminate your account at any time through the app settings.

10.2 Termination by Us

We may terminate or suspend your account immediately, without prior notice, if:

• You breach these Terms
• We are required to do so by law
• We discontinue the Service
• Your conduct may harm other users or the Service

10.3 Effect of Termination

• Upon termination, your right to use the Service ceases immediately
• Provisions that should survive termination will remain in effect
• We may delete your data in accordance with our Privacy Policy

11.1 Informal Resolution

Before filing a formal dispute, you agree to try to resolve any disputes informally by contacting us at legal@careroute.ai.

11.2 Binding Arbitration

If informal resolution fails, disputes shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association.

11.3 Class Action Waiver

You agree to resolve disputes on an individual basis and waive any right to participate in class actions.

12.1 Governing Law

These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles.

12.2 Entire Agreement

These Terms constitute the entire agreement between you and CareRoute regarding the Service.

12.3 Severability

If any provision of these Terms is found unenforceable, the remaining provisions will continue in effect.

12.4 Waiver

Our failure to enforce any right or provision is not a waiver of that right or provision.

12.5 Assignment

You may not assign or transfer these Terms. We may assign our rights and obligations without restriction.

12.6 App Stores

If you obtain the app via the Apple App Store or Google Play, the applicable store’s terms also apply to your use and purchases made through that store.

12.7 Order of Precedence (DFY)

For DFY services, specific commercial terms (including the success‑fee percentage) are governed by your DFY Agreement—defined as the DFY kickoff email or a signed engagement letter. If there is a conflict between these Terms and your DFY Agreement, the DFY Agreement controls for DFY services only.