Terms and Conditions

Terms of Use

Effective Date: January 26, 2026

Welcome to Clara Health (“we,” “us,” or “our”). These Terms of Use (“Terms”) govern your access to and use of our website, mobile application, patient portal, and related services (collectively, the “Services”).

By accessing or using the Services, you acknowledge that you have reviewed these Terms and agree to be bound by them. If you do not agree, do not use the Services.

1. Description of Services

Clara Health provides access to primary care-oriented health services delivered by licensed health care providers. Services may include asynchronous messaging, questionnaires, care coordination, educational content, and, in some cases, scheduled video visits.

Most care is provided asynchronously, meaning communications may not occur in real time. Response times may vary based on clinical appropriateness, provider availability, and operational hours.

2. Not for Emergencies or Urgent Care

The Services are not designed for emergency or urgent medical situations.

Do NOT use the Services for:

  • Medical emergencies or life-threatening conditions
  • Severe, rapidly worsening, or unstable symptoms
  • Mental health emergencies or crisis situations
  • Symptoms requiring immediate in-person evaluation

If you believe you are experiencing an emergency, call 911 or go to the nearest emergency department immediately.

3. Scope of Care Limitations

The Services are subject to important limitations:

  • We do not prescribe or manage controlled substances
  • We do not provide emergency or inpatient care
  • We do not provide care for mental health emergencies
  • Certain conditions may be inappropriate for virtual or asynchronous care
  • We do not replace an ongoing relationship with an in-person primary care provider

Our providers may determine that your needs are outside the scope of the Services and may recommend in-person or alternative care.

Most messages receive a response within 24 business hours. Messages are not monitored continuously. If you are experiencing urgent or worsening symptoms, seek immediate in-person care or call 911.

4. No Guarantee of Diagnosis or Treatment

Clinical decisions are based on the information you provide. Because care is virtual and often asynchronous:

  • Physical exams may be limited or not possible
  • Information may be incomplete or inaccurate
  • Diagnostic certainty may be limited

We do not guarantee any diagnosis, treatment, outcome, or response time.

5. Your Responsibilities

You agree to:

  • Provide accurate, complete, and current information
  • Update your information as needed
  • Follow provider instructions and recommendations
  • Seek in-person care when advised
  • Use the Services only for lawful purposes

You are responsible for all activity that occurs under your account.

6. Eligibility

You must be at least 18 years old to use the Services.

Services are available only in jurisdictions where providers are licensed and permitted to practice.

7. AI-Enabled Insights & Clinical Decision Support

The Services may use software tools, including artificial intelligence (“AI”) and clinical decision support (“CDS”) technologies. Some AI-generated insights, summaries, or informational outputs may be visible to you.

These tools are intended to:

  • Organize or summarize information you provide
  • Support clinical workflows
  • Facilitate shared decision-making

AI-generated insights are informational only and do not provide medical advice, diagnoses, or treatment.

All medical decisions are made by licensed health care providers who exercise independent professional judgment. AI-enabled tools support, but do not replace, provider review or decision-making.

You acknowledge that:

  • AI outputs may be incomplete, inaccurate, or not applicable to your situation
  • AI outputs depend on the accuracy of the information you provide
  • AI-generated insights should not be relied upon without provider confirmation
  • We do not guarantee the accuracy or clinical appropriateness of AI-generated content

If you have questions about AI-generated information, you should discuss them with your provider.

8. Educational & Automated Content

Educational materials, automated messages, and AI-generated insights are provided for informational purposes only and do not constitute medical advice.

A provider-patient relationship is established only when a licensed provider accepts you for care and communicates with you in a clinical capacity.

9. Privacy & Health Information Exchange

Your use of the Services is subject to our Privacy Policy, which describes how we collect, use, and protect your information.

We may participate in secure Health Information Exchanges (HIEs) to support coordinated care. Participation in HIEs operates on an opt-out basis, as described in our Privacy Policy and HIE Notice.

You may manage your HIE sharing preferences at any time. Choosing to opt out will not affect your ability to receive care.

10. Technology & Availability

We strive to keep the Services available and functional, but do not guarantee uninterrupted access. The Services may be unavailable due to:

  • Maintenance or updates
  • Technical issues
  • Circumstances beyond our control

We are not responsible for delays or failures caused by devices, internet connectivity, or third-party systems.

11. Third-Party Services

The Services may integrate with or link to third-party services. We are not responsible for third-party content, availability, or practices.

Your use of third-party services may be subject to additional terms.

12. Fees & Payments

Some Services may require payment. Fees will be disclosed before you receive the service. All payments are subject to the terms presented at the time of purchase.

13. Intellectual Property

All content, software, and materials provided through the Services are owned by or licensed to Clara Health and protected by intellectual property laws.

You may not copy, modify, distribute, or reverse engineer any portion of the Services without prior written permission.

14. Disclaimers

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.”

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

  • WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED
  • WE DO NOT WARRANT THAT THE SERVICES WILL BE ERROR-FREE OR UNINTERRUPTED

15. Limitation of Liability

To the fullest extent permitted by law, Clara Health and its affiliates will not be liable for indirect, incidental, special, or consequential damages arising from your use of the Services.

Nothing in these Terms limits liability that cannot be limited under applicable law.

16. Indemnification

You agree to indemnify and hold harmless Clara Health from claims, damages, or losses arising from:

  • Your misuse of the Services
  • Your violation of these Terms
  • Your violation of applicable laws

17. Binding Arbitration & Class Action Waiver

Agreement to Arbitrate

Except as described below, any dispute arising out of or relating to these Terms or the Services will be resolved through binding arbitration, not in court.

Arbitration will be administered by the American Arbitration Association (AAA) under its applicable rules and conducted in [State], unless otherwise required by law.

Class Action Waiver

You and Clara Health agree that:

  • Claims may be brought only on an individual basis
  • You waive any right to participate in a class, collective, or representative action
  • The arbitrator may not consolidate claims or preside over a class proceeding

Exceptions

This arbitration provision does not apply to:

  • Eligible small claims court matters
  • Requests for injunctive or equitable relief related to intellectual property misuse

Opt-Out of Arbitration

You may opt out of arbitration by providing written notice within 30 days of first accepting these Terms. Your notice must include your name and a clear statement of your intent to opt out.

This arbitration provision survives termination of these Terms.

18. Changes to These Terms

We may update these Terms from time to time. Updated Terms will be posted with a revised effective date. Continued use of the Services constitutes acceptance of the updated Terms.

19. Governing Law

These Terms are governed by the laws of [State], without regard to conflict-of-laws principles.

20. Contact Information

If you have questions about these Terms, contact:

Clara Health, Inc

50 California Street

Suite 1500

San Francisco, CA 94111

support@clarahealth.us