Terms of Service

These Terms of Service (“Terms”) govern your access to and use of Clareo Health (“Clareo,” “we,” “us,” or “our”) and its applications, website, and related services (the “Services”).

By using the Services, you agree to these Terms and our Privacy Policy.

1. Overview of Services and Intended Use

Clareo provides a hosted software service intended to help individual patients and caregivers record, organize, and understand medical appointments and related documents. These Services are designed solely to support understanding—not to replace professional medical care, diagnosis, or treatment.

2. No Medical Advice; Intended Use Disclaimer

Clareo is not a healthcare provider, and the Services are not a medical device. You acknowledge and agree that:

1. No Medical Advice. The Services and all generated outputs are for informational purposes only and do not constitute medical advice, diagnosis, or treatment.
2. Verification. Outputs may be incomplete, inaccurate, or contain errors. You must consult a licensed healthcare professional for any medical decisions and must independently verify important information. You assume full responsibility for any decisions made based on the Services.
3. No Emergency Use. Clareo is not intended for emergency or urgent medical situations. If you think you may have a medical emergency, call 911 or contact emergency services immediately.
4. Claims Guardrail. You will not use the Clareo Service to make claims that it diagnoses, treats, cures, mitigates, or prevents disease, as this is outside the Service’s intended use.

3. Eligibility and Minor Use

You may use Clareo only if you are at least 18 years old and can form a binding contract under applicable law. If you are between 13 and 18, you may only use the Services with the explicit consent and under the supervision of a parent or legal guardian who agrees to be bound by these Terms. The Services are not intended for independent use by children under the age of 13. If Clareo is used in connection with the care of a person under the age of 18, the account must be created and managed by that person’s parent or legal guardian.

4. Your Account

Full use of the Services requires you to create and maintain an account. You are responsible for:

1. Maintaining the confidentiality and security of your login credentials and password.
2. All activities that occur under your account, whether or not you authorized them.
3. Providing accurate and complete information during registration and keeping it updated.

You agree to immediately notify Clareo if you suspect any security breach related to the Services or your account, including unauthorized use of your credentials.

5. User Content & Ownership

1. Ownership. You retain full ownership of your content, including Recordings, Transcripts, Notes, Uploads, and other health-related information ("User Content") submitted through the Service.
2. License to Clareo. You grant Clareo a limited, non-exclusive, revocable, worldwide license to host, store, process, reproduce, display, and use your User Content solely as necessary to provide, maintain, secure, and debug the Services. We do not use your identifiable recordings, transcripts, or uploads to train third-party AI models, as described in the Privacy Policy.
3. De-identified data. We may use Aggregated or De-identified data to improve the Services. “De-identified” means information that does not identify an individual and for which there is no reasonable basis to believe it can be used to identify an individual. “Aggregated” means combined across multiple individuals so that metrics are reported only at the group level.

6. Sharing & Multi-User Access

If you choose to share your content:

1. You grant access to those individuals
2. They may view, use, or further share the information
3. Clareo does not control or monitor how recipients use shared data. Once you share content, recipients may retain copies outside Clareo. Deleting content in Clareo does not delete copies made and held by recipients.

You are responsible for ensuring you trust anyone you share with.

Clareo is not responsible for misuse of shared data by third parties.

7. Recording & Legal Compliance

If you record conversations using the Services, you are solely responsible for compliance with all applicable federal, state, and local laws, including those requiring the consent of all participants (e.g., multi-party consent laws). By initiating a recording, you confirm that you have obtained all necessary permissions from all participants to record the conversation. Clareo is not liable for your failure to do so.

8. Acceptable Use

You agree not to use the Services to:

1. Violate any applicable federal, state, local, or international law or regulation.
2. Transmit any unlawful, abusive, harassing, defamatory, vulgar, obscene, or racially, ethnically, or otherwise objectionable User Content.
3. Impersonate any person or entity or misrepresent your identity or affiliation.
4. Engage in any activity that interferes with, disrupts, damages, or accesses the Services in an unauthorized manner.
5. Reverse engineer, decompile, or disassemble the Clareo Service, except where such restrictions are expressly prohibited by law.
6. Scrape, data mine, or use bots or other automated means to access, monitor, or copy portions of the Services, except for standard search engine indexing.
7. Use the Services as a substitute for professional medical care, diagnosis, or treatment.

9. AI Limitations and Non-Reliance

You expressly acknowledge and agree that:

1. Probabilistic Nature. The Services utilize Artificial Intelligence (AI) and machine learning models to generate outputs, including transcripts, summaries, and suggested questions. These outputs are probabilistic, subject to continuous learning, and not guaranteed to be accurate, complete, or reflective of the User Content input.
2. No Guarantee. Clareo makes no warranty that the AI outputs are fit for a particular purpose or will achieve any specific result.
3. Duty to Verify. You bear the sole responsibility for independently verifying the accuracy of any important information derived from AI outputs before relying on them. Your use of AI outputs is at your sole risk.

10. Privacy

Your use of Clareo is governed by the Privacy Policy.

11. Third-Party Services

The Services rely on independent third-party vendors and service providers (e.g., cloud hosting, payment processors, AI model providers) to operate. Clareo is not responsible for the independent actions, privacy practices, or content of any such third parties. Your interaction with any third-party service linked to or integrated with Clareo is solely between you and the third party. We disclaim all warranties and liability, express or implied, regarding any third-party services or content.

12. Fees and Payment Terms

If you purchase a paid subscription or feature:

1. Payment Obligation. You agree to pay all applicable fees, including taxes, associated with your account in accordance with the billing terms in effect when the fee is due.
2. Third-Party Processing. All payments are processed by a third-party payment processor (e.g., Stripe). You must provide the processor with valid payment information and authorize Clareo, through the processor, to charge your designated payment method for all incurred fees.1
3. Subscription Changes. Clareo reserves the right to change its fees at any time, but any price change will be communicated to you in advance and will not apply until your next billing cycle.
4. No Refunds. Unless otherwise required by law, all fees are non-refundable.

13. Termination

We may suspend or terminate your access if you violate these Terms or if your use creates risk to the Services. You may stop using the Services at any time. Upon termination, your right to use the Services will immediately cease. Termination of access does not automatically delete your User Content; data handling upon termination, including backup and archival procedures, is governed by the Privacy Policy. However, if you share content outside Clareo, deletion of the User Content from the Services does not delete copies retained by the recipients.

14. Disclaimers

The services are provided on an “as is” and “as available” basis. To the maximum extent permitted by applicable law, Clareo disclaims all warranties, whether express, implied, statutory, or otherwise, including without limitation, any warranty of merchantability, fitness for a particular purpose, title, accuracy, reliability, availability, or non-infringement. Clareo does not warrant that the services will be secure, timely, uninterrupted, error-free, or free of harmful components.

15. Limitation of Liability

1. Exclusion of Indirect Damages. In no event will Clareo, its affiliates, or its licensors be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages (including damages for loss of data, loss of profits, or medical malpractice), arising out of or in connection with these terms or your use of the services, regardless of the legal theory (contract, tort, or otherwise), even if Clareo was advised of the possibility of such damages.
2. Cap on Direct Damages. Clareo’s aggregate liability arising out of or relating to these terms will not exceed the total amount of fees paid by you to Clareo for the services in the twelve (12) months preceding the event giving rise to the claim, or USD $100.00, whichever is greater.
3. Disclaimer of Medical Responsibility. Clareo is not liable for any medical decision, diagnosis, treatment, or outcome relating to your health care or the care of any individual associated with your account.

16. Indemnification

You agree to defend, indemnify, and hold harmless Clareo, its officers, directors, employees, and agents, from and against any and all third-party claims, liabilities, damages, losses, and expenses (including reasonable attorneys' fees and costs) arising out of or relating to:

1. Your access to or use of the Services;
2. Your User Content, including any claim that the User Content violates the rights of a third party;
3. Your breach of these Terms, including the obligations in Section 7 (Recording & Legal Compliance); or
4. Your negligence, willful misconduct, or violation of applicable law.

17. Dispute Resolution

• Informal Resolution and Escalation. You and Clareo agree to first attempt to resolve any dispute, controversy, or claim arising out of or relating to these Terms through informal resolution and senior executive escalation before initiating arbitration or litigation.
• Mandatory Binding Arbitration. Except for claims seeking temporary or permanent injunctive relief necessary to enforce Clareo’s intellectual property rights or confidentiality, all disputes, controversies, or claims arising out of or relating to these Terms or the Services (including its formation, interpretation, or breach) shall be finally settled by binding arbitration.
• Arbitration Administration and Venue. The arbitration shall be administered by JAMS (Judicial Arbitration and Mediation Services) in accordance with its Commercial Arbitration Rules (or successor rules) then in effect. Judgment on the award rendered by the arbitrator(s) may be entered in any court having jurisdiction thereof. The arbitration shall take place in Williamsburg, Virginia.

18. Governing Law

Virginia law applies.

19. Assignment

You may not assign or transfer these Terms or any rights or obligations hereunder without the prior written consent of Clareo. Clareo may assign or transfer these Terms, in whole or in part, without restriction, including without limitation to an Affiliate or in connection with a merger, acquisition, corporate reorganization, or sale of assets. These Terms will inure to the benefit of the Parties and their permitted successors and assigns.

20. Entire Agreement

These Terms and the Privacy Policy constitute the entire agreement between you and Clareo regarding the Services and supersede prior agreements relating to the Services.

21. Severability

If any provision of these Terms is found unenforceable, that provision will be limited to the minimum extent necessary and the remaining provisions will remain in full force and effect.

22. No Waiver

Clareo’s failure to enforce any provision of these Terms is not a waiver of its right to do so later.

23. Changes to Terms

Clareo reserves the right to modify these Terms at any time. We will post any material changes to these Terms on our website and update the “Effective Date” above. For material changes, we will provide you with reasonable advance notice, such as via email or an in-Service notification. If you do not agree to the modified Terms, you must stop using the Services. Your continued use after the effective date of the changes constitutes your acceptance of the modified Terms.

24. Notices and Contact

All formal legal notices or demands to Clareo must be sent via certified mail or reputable overnight courier to:

Clareo Health LLC.

249 Richmond Rd., Williamsburg, VA 23185

For general support or questions regarding the Services, contact support@clareohealth.com.