Terms of Service

1. Acceptance of Terms

By accessing or using the website, mobile applications, telehealth platform, or any services provided by TruWell AI LLC ("TruWell AI," "we," "us," or "our"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use our services.

We reserve the right to update or modify these Terms at any time. Continued use of our services after changes are posted constitutes your acceptance of the revised Terms. We will notify you of material changes via email or through our platform.

2. Description of Services

TruWell AI is a Utah-based telehealth hormone optimization clinic that provides the following services to eligible patients:

• Hormone Replacement Therapy (HRT/TRT) — personalized testosterone and hormone replacement therapy protocols
• Telehealth Consultations — virtual medical consultations with licensed healthcare providers
• AI-Powered Protocol Optimization — technology-assisted analysis to help providers tailor treatment protocols
• Lab Work Coordination — ordering and reviewing blood work through partnered laboratories
• Prescription Management — ongoing management and adjustment of prescribed medications

All clinical decisions are made by licensed healthcare providers. Our AI tools assist providers but do not independently diagnose, treat, or prescribe.

3. Eligibility

To use TruWell AI services, you must:

• Be at least 18 years of age
• Be physically located in the state of Utah at the time of service. TruWell AI currently provides telemedicine services to patients in Utah only
• Provide accurate, truthful, and complete information during registration and throughout your care
• Not use the services for any unlawful purpose

We reserve the right to refuse service to anyone at our sole discretion, including if we determine that telehealth is not appropriate for your condition.

4. Account Registration

You are required to create an account to access our services. You agree to:

• Provide accurate and complete information during registration
• Maintain the security and confidentiality of your login credentials
• Notify us immediately of any unauthorized use of your account
• Accept responsibility for all activity that occurs under your account

We reserve the right to suspend or terminate accounts that violate these Terms or that we believe have been compromised.

5. Telehealth Consent

By using our telehealth services, you acknowledge and consent to the following:

• Consultations will be conducted remotely via video, phone, or secure messaging
• Telehealth has limitations — certain conditions may require an in-person examination
• Technical difficulties may occasionally disrupt a session; we will reschedule at no additional charge if this occurs
• You are responsible for being in a private location during telehealth sessions and for having a reliable internet connection
• Our providers may determine that telehealth is not appropriate for your situation and may refer you to in-person care

Your consent to telehealth services may be revoked at any time by notifying us in writing at [email protected].

6. Payment & Billing

TruWell AI offers flexible membership plans:

• Monthly Plans — billed on a recurring monthly basis. Your first month is free.
• Quarterly Plans — billed every three months at a discounted rate.

No Contracts. All plans are subscription-based with no long-term contracts. You may cancel at any time.

Additional terms:

• Payment is due at the start of each billing cycle
• Lab work, medications, and shipping costs may be billed separately and are not always included in your plan fee
• We accept major credit cards and debit cards; all payments are processed through secure, PCI-compliant payment processors
• Refunds are handled on a case-by-case basis; please contact us if you believe a charge is incorrect
• We reserve the right to change pricing with 30 days' advance notice

7. Prescription & Medication

Prescriptions are issued at the sole discretion of our licensed healthcare providers based on your medical history, lab results, and clinical evaluation. By using our services, you understand that:

• A prescription is not guaranteed — our providers will only prescribe when clinically appropriate
• Medications are dispensed through licensed pharmacies; TruWell AI does not directly dispense medications
• You must use prescribed medications only as directed by your provider
• You are responsible for informing your provider of all other medications and supplements you are taking
• Misuse, diversion, or sharing of prescribed medications is strictly prohibited and may result in termination of services and reporting to appropriate authorities

8. Lab Work

Routine lab work is an essential part of hormone optimization therapy. You agree to:

• Complete lab work as requested by your provider in a timely manner
• Use our designated laboratory partners (e.g., LabCorp) unless otherwise approved
• Understand that failure to complete required lab work may result in suspension of your treatment

Lab fees may or may not be included in your plan depending on your membership tier. Your provider will advise you on the required lab panels and frequency.

9. Privacy

Your privacy is critically important to us. Our collection, use, and protection of your personal and health information is governed by our Privacy Policy, which is incorporated into these Terms by reference.

We comply with the Health Insurance Portability and Accountability Act (HIPAA) and applicable state privacy laws. Please review our Privacy Policy for full details on how your information is handled.

10. Limitation of Liability

To the fullest extent permitted by law:

• TruWell AI LLC, its officers, directors, employees, and affiliated providers shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our services
• Our total liability to you for any claim arising out of these Terms or your use of our services shall not exceed the total fees you have paid to TruWell AI in the twelve (12) months preceding the claim
• We do not guarantee specific health outcomes; individual results vary
• We are not liable for delays or disruptions caused by third-party services including pharmacies, laboratories, or shipping carriers

11. Medical Disclaimer

TruWell AI services are not a substitute for emergency medical care. If you are experiencing a medical emergency, call 911 or go to your nearest emergency room immediately.

Our services are designed for hormone optimization and related wellness purposes. They are not intended to replace your primary care physician or specialist for conditions outside the scope of our practice. You should always consult with your personal healthcare provider regarding any medical concerns or before making changes to your treatment plan.

Information provided on our website, communications, and platform is for educational purposes and does not constitute medical advice until you have entered a formal patient-provider relationship with one of our licensed clinicians.

12. Termination

By You: You may cancel your membership and terminate your account at any time by contacting us at [email protected] or through your patient portal. Cancellation takes effect at the end of your current billing cycle.

By Us: We reserve the right to suspend or terminate your account and access to services at any time, with or without notice, for reasons including but not limited to:

• Violation of these Terms
• Abusive behavior toward staff or providers
• Suspected fraud or misuse of services
• Failure to complete required lab work or follow provider instructions
• Non-payment of fees

Upon termination, your right to use our services ceases. We will retain your medical records as required by applicable law.

13. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Utah, without regard to its conflict-of-law principles. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the state and federal courts located in the State of Utah.

14. Contact Us

If you have any questions or concerns about these Terms of Service, please contact us:

TruWell AI LLC
Corporate Address: 89 N Rio Grand Ave, Farmington, UT 84025
Clinical Address: 3490 W 3300 S, Suite 7, West Haven, UT 84401
Phone: (385) 475-6394
Email: [email protected]
Website: truwell.ai
NPI: 1295621324