Terms of Service

Last Updated: July 9, 2025

OVERVIEW

These Terms of Service (“Terms”) govern your access to and use of the websites, applications, and other online services (collectively, our “Services”) provided by Connected Health LLC (“Connected Health,” “we,” “us,” or “our”). By accessing or using our Services, you agree to be bound by these Terms. If you do not agree to these Terms, do not access or use our Services.

Our Services include a membership program that provides access to health information, lab testing coordination, AI-based coaching, digital resources, and community features. Connected Health is not a healthcare provider, and our Services are not intended to replace professional medical advice, diagnosis, or treatment.

IMPORTANT HEALTH DISCLAIMERS

Not Medical Advice

CONNECTED HEALTH IS NOT A MEDICAL ORGANIZATION AND DOES NOT PROVIDE MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT. THE SERVICES ARE NOT INTENDED TO BE A SUBSTITUTE FOR PROFESSIONAL MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT. ALWAYS SEEK THE ADVICE OF YOUR PHYSICIAN OR OTHER QUALIFIED HEALTH PROVIDER WITH ANY QUESTIONS YOU MAY HAVE REGARDING A MEDICAL CONDITION.

Medical Emergencies

IF YOU THINK YOU MAY HAVE A MEDICAL EMERGENCY, CALL YOUR DOCTOR OR 911 IMMEDIATELY. CONNECTED HEALTH DOES NOT RECOMMEND OR ENDORSE ANY SPECIFIC TESTS, PHYSICIANS, PRODUCTS, PROCEDURES, OPINIONS, OR OTHER INFORMATION THAT MAY BE MENTIONED THROUGH THE SERVICES.

AI Coaching Limitations

THE AI COACHING PROVIDED THROUGH OUR SERVICES IS FOR EDUCATIONAL AND INFORMATIONAL PURPOSES ONLY. IT RELIES ON ALGORITHMS AND GENERAL WELLNESS PRINCIPLES, NOT PERSONALIZED MEDICAL ASSESSMENT. THE AI COACH DOES NOT DIAGNOSE HEALTH CONDITIONS, PRESCRIBE TREATMENTS, OR PROVIDE MEDICAL ADVICE. ALL SUGGESTIONS SHOULD BE DISCUSSED WITH YOUR HEALTHCARE PROVIDER BEFORE IMPLEMENTATION.

Lab Testing

Lab testing services are provided through Quest Diagnostics and coordinated through our partner, Fullscript. Connected Health does not perform or directly manage laboratory testing. All lab results should be reviewed with your healthcare provider. Abnormal lab results may require follow-up testing or evaluation by a healthcare professional.

ELIGIBILITY

To use our Services, you must be at least 18 years old. By using our Services, you represent and warrant that you are at least 18 years old. Our family-focused resources may provide guidance related to children's health, but all account holders must be adults.

Our Services are currently available only within the United States. Due to state regulations, members located in Hawaii, Rhode Island, New Jersey, New York, or Puerto Rico cannot order labs through our platform.

MEMBERSHIP AND PAYMENT

Membership Options

We offer various membership options as described on our website. By purchasing a membership, you agree to the terms specific to the membership plan you select, including price, duration, and included features.

Payment Processing

All payments are processed through Stripe, our third-party payment processor. Your payment information is subject to Stripe's privacy policy and terms of service. We do not store your complete payment information on our servers.

Automatic Renewal

Unless otherwise specified, memberships automatically renew at the end of each subscription period. You authorize us to charge your payment method for the renewal unless you cancel before the renewal date.

Cancellation and Refunds

  • Annual memberships can be canceled within 30 days for a full refund minus lab costs.
  • After 30 days, annual memberships are non-refundable but remain active until the end of your term.
  • Monthly memberships can be canceled at any time and will not renew after your current month.

You can manage your membership status directly through your dashboard or by contacting our support team.

LABORATORY TESTING

Lab Testing Partnership

Laboratory testing services are provided by Quest Diagnostics. By ordering lab tests through our platform, you understand and agree that:

  1. Connected Health coordinates lab test orders but does not perform the tests.
  2. You will need to visit a Quest Diagnostics location to provide biological samples.
  3. Quest Diagnostics will process your samples and provide results to Fullscript.
  4. Results will be made available to you through the Fullscript portal.

Lab Testing Limitations

Not all lab tests are available in all locations due to state regulations. Connected Health does not guarantee the availability of any particular test in your location. Lab testing ordered through Connected Health is not meant to replace tests ordered by your healthcare provider.

THIRD-PARTY LABORATORY SERVICES

Connected Health partners with Fullscript Labs to provide comprehensive laboratory testing services as part of your membership. When you enroll in our membership and access lab testing services, you are also agreeing to Fullscript Labs’ Terms of Service.

Dual Agreement Requirement

By checking the box during enrollment, you acknowledge that you have read, understood, and agree to be bound by:

Key Highlights from Fullscript’s Terms

Important provisions you should be aware of:

  • Final Sale Policy: All lab tests ordered through Fullscript are final sale and ineligible for refunds
  • Test Completion Window: Tests must be completed within 6 (six) months from the date of purchase — after 6 months your purchase will be void with no refunds provided
  • No Insurance Reimbursement: Lab services are not intended to be reimbursable through insurance, Health Savings Accounts, or Flexible Spending Accounts
  • Results Access: Test results will be accessible through your Fullscript account and the Fullscript mobile app
  • Healthcare Practitioner Relationship: Lab services do not replace your existing healthcare practitioner relationships
  • Payment Processing: Fullscript’s designated payment processor will collect payment information for lab services

Contact Information

For questions specifically about laboratory services, testing procedures, or technical issues with lab results:

Fullscript Labs
Email: [email protected]
Phone: 888-894-4014
Address: 1750 Elm Street, Floor 12, Manchester, NH 03104

For questions about your Connected Health membership or how lab results integrate with your personalized health plan, contact Connected Health support.

Privacy and Health Information

Fullscript Labs maintains separate privacy practices for health information collected through their services. Please review their Health Information Notice in their Terms of Service for details on how your health information may be used and disclosed in connection with laboratory services.

AI COACHING SERVICE

Nature of AI Coaching

The AI coaching provided through our Services uses algorithms to provide general wellness recommendations based on the information you provide and your lab results. The AI coach:

  1. Is not a healthcare provider and does not provide medical advice.
  2. Makes suggestions based on general wellness principles, not a clinical assessment of your health.
  3. Does not diagnose medical conditions or prescribe treatments.
  4. Should be used for informational and educational purposes only.

Human Oversight

Some AI coaching interactions may include human oversight by our team to ensure quality and accuracy. However, even with human oversight, AI coaching recommendations are not medical advice and should not replace consultation with a healthcare provider.

Information Storage

Information shared with the AI coach is stored securely for a limited time to improve our Services. This information is never shared with external third parties except as described in our Privacy Policy.

CONTENT AND INTELLECTUAL PROPERTY

Our Content

All content provided through our Services, including but not limited to text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Connected Health or its content suppliers and is protected by United States and international copyright laws.

The Triangle of Health™ and related methodologies are proprietary to Connected Health and may not be reproduced, distributed, or used without our express written permission.

Your Limited License

We grant you a limited, non-exclusive, non-transferable, revocable license to access and use our Services and Content for your personal, non-commercial use. You may not:

  1. Modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, software, products, or services obtained from our Services.
  2. Use our Content for any commercial purpose.
  3. Download or copy any Content except as expressly permitted.
  4. Remove any copyright, trademark, or other proprietary notices from any Content.

User-Generated Content

If you participate in our community features or forums, you may submit content (“User Content”). By submitting User Content, you grant us a worldwide, non-exclusive, royalty-free, sublicensable, and transferable license to use, reproduce, distribute, prepare derivative works of, display, and perform the User Content in connection with our Services.

You represent and warrant that your User Content does not violate any third-party rights and complies with our community guidelines.

PROHIBITED USES

You agree not to use our Services to:

  1. Violate any law, regulation, or these Terms.
  2. Impersonate any person or entity or misrepresent your affiliation with a person or entity.
  3. Engage in any conduct that restricts or inhibits anyone's use or enjoyment of our Services.
  4. Attempt to gain unauthorized access to our Services, user accounts, or computer systems.
  5. Transmit any viruses, worms, defects, Trojan horses, or other items of a destructive nature.
  6. Harvest or collect user information, including email addresses, without permission.
  7. Post or transmit any content that is unlawful, fraudulent, threatening, abusive, libelous, defamatory, obscene, or otherwise objectionable.
  8. Interfere with the proper working of our Services.

DISCLAIMER OF WARRANTIES

OUR SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT ANY WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CONNECTED HEALTH DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

WE DO NOT WARRANT THAT OUR SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED, OR THAT OUR SERVICES OR THE SERVER THAT MAKES IT AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.

LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CONNECTED HEALTH, ITS AFFILIATES, AND THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SUPPLIERS, AND LICENSORS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, INCLUDING DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA, OR OTHER INTANGIBLE LOSSES.

OUR MAXIMUM LIABILITY TO YOU FOR ANY DAMAGES ARISING FROM OR RELATING TO THESE TERMS OR OUR SERVICES, REGARDLESS OF THE FORM OF ACTION, WILL BE LIMITED TO THE AMOUNT PAID BY YOU TO CONNECTED HEALTH FOR OUR SERVICES IN THE 12 MONTHS PRECEDING THE CLAIM.

INDEMNIFICATION

You agree to indemnify, defend, and hold harmless Connected Health, its affiliates, and their respective officers, directors, employees, agents, and representatives from and against any claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys' fees) that such parties may incur as a result of or arising from your violation of these Terms.

MODIFICATION OF TERMS

We reserve the right to modify these Terms at any time. If we make material changes to these Terms, we will notify you by email or by posting a notice on our website prior to the changes becoming effective. Your continued use of our Services after the effective date of the revised Terms constitutes your acceptance of the changes.

TERMINATION

We may terminate or suspend your account and access to our Services immediately, without prior notice or liability, for any reason, including if you breach these Terms. Upon termination, your right to use our Services will immediately cease.

GOVERNING LAW AND JURISDICTION

These Terms are governed by and construed in accordance with the laws of the Commonwealth of Virginia, without giving effect to any principles of conflicts of law. Any legal action or proceeding arising under these Terms will be brought exclusively in the federal or state courts located in Virginia, and you consent to the personal jurisdiction and venue therein.

ENTIRE AGREEMENT

These Terms constitute the entire agreement between you and Connected Health regarding our Services and supersede all prior or contemporaneous communications, understandings, and agreements, whether oral or written.

CONTACT INFORMATION

If you have any questions about these Terms, please contact us at:

Connected Health LLC
1 Park West Circle, Suite 301B, Midlothian, VA 23114
[email protected]

By using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.