Terms of Service
TERMS OF SERVICE
Effective Date: February 1, 2026
Welcome to the Terms of Service for your engagement with the Teladoc Services (this “Agreement”). The Teladoc Services are owned by Teladoc Health, Inc, and its affiliates and subsidiaries and are operated by those subsidiaries or affiliates involved in providing and supporting the Teladoc Services for which You are enrolled (collectively, “We,” “Our” or “Teladoc”). Please read this Agreement carefully before using any of the Teladoc Services. By accessing or using any of the Teladoc Services, You agree to be bound by this Agreement, which is a legally enforceable agreement between Teladoc and You, an individual (“You”). Throughout the Agreement, “Teladoc Services” refers to the specific Teladoc Service that You have enrolled in or have scheduled a consultation through.
1. Teladoc Services
This Agreement is in addition to, and not in lieu of, any additional documentation you may be required to agree to as part of the Teladoc Services and applies to Your use of any of the Teladoc Services in which You are enrolled including but not limited to, and as applicable, as further described below:
a) Telehealth Services (including 24/7 Care, Mental Health Therapy and Psychiatry, Dermatology, Nutrition, and Primary 360)
b) The Chronic Condition Management Programs (previously referred to as “Livongo Programs” described below:
- Diabetes Management
- Diabetes Prevention
- Hypertension Management
- Cardiometabolic Health
- Weight Management
- Heart Failure Program
- Other Chronic Condition Management Programs offered by Teladoc
You must meet certain eligibility requirements to be enrolled in the Chronic Condition Management Programs.
c) Digital Behavioral Health (“Digital Behavioral Health Programs” – previously referred to as “MyStrength Programs”)
d) Expert Medical Services.
Features and specifications of the Teladoc Services described or depicted herein are subject to change at any time without notice. The physical equipment and supplies provided for any Teladoc Services shall be collectively, the “Equipment & Supplies.”
2. Certain Teladoc Services Do Not Provide Any Medical Advice
Although they are health-related services, the Chronic Condition Management Programs, Digital Behavioral Health Programs and Expert Medical Services (“Non-Advice Programs”) do not offer medical advice, diagnosis or treatment and do not create a doctor-patient relationship between you and Teladoc. Any services provided or content accessed within the Non- Advice Programs are for informational purposes only and are not intended to and cannot cover all possible uses, directions, precautions, drug interactions, or adverse effects. This includes, but is not limited to, the information provided by Chronic Condition Management coaches, Digital Behavioral Health coaches and Medical Experts in response to questions You may submit or inquire about during a session, chat, or other interaction. Coaches and Guides are not licensed mental health professionals. The Non-Advice Programs should not be used during a medical emergency or for the diagnosis or treatment of any medical condition. Please consult Your doctor or other qualified health care provider if You have any questions about a medical condition, or before taking any drug, changing Your diet, or commencing or discontinuing any course of treatment. Do not ignore or delay obtaining professional medical advice because of information accessed through the Non-Advice Programs.
Call 911 or Your doctor for all medical emergencies.
3. Your Account and Your Use of the Teladoc Services
You must provide accurate and complete information when You register for, and any time You use, the Teladoc Services. You must also provide, or cause Your other healthcare providers to provide, Your up-to-date, accurate and complete medical history and information. It is Your responsibility to also provide Us with a true, accurate, and complete e-mail address, physical mailing address, phone number and other information related to Your account(s), and to maintain and update promptly any changes in this information.
You are responsible for maintaining the confidentiality and security of Your password and account, and You are fully responsible for all activities that occur under Your password or account. You agree to (a) immediately notify Teladoc of any unauthorized use of Your password or account or any other suspected breach of security, and (b) ensure that You exit from Your account at the end of each session. Teladoc shall not be liable for any loss or damage arising from Your failure to comply with this Agreement.
The following actions are expressly prohibited:
Sharing, disclosing, permitting access to or otherwise facilitating the use by any other person of Your username and password;
Using the username and password to cache the Teladoc Services in such a manner as to be accessible by persons who have not registered with Teladoc; or
Interfering with or disrupting the proper operation of the Teladoc Services, with or without the use of Your username and/or password.
If You have forgotten Your username or password, We will use an email address provided by You to send Your username or temporary password. You understand that others using the same email address will be able to gain access to Your account information if they are able to provide the correct answers to Your security questions.
Your use of the Teladoc Services and any content accessed through the Teladoc Services must comply with all applicable laws, regulations, and ordinances, including any laws regarding the export of data or software. You must be an adult of the legal age of majority or otherwise authorized under the laws in your jurisdiction or state of residence to enter into binding contracts. If You are under the legal age of majority and not otherwise authorized by the laws in your jurisdiction or state of residence, Your parent or legal guardian must consent.
If You use mobile services to enter and maintain Your personal information, You understand that You are responsible for safeguarding and securing Your mobile device and the associated credentials (such as username and password). If You leave Your mobile device unattended, or if it is lost or stolen, You understand that Your personal information may be accessible to others. To protect Your confidential health information, it is good practice to enable the best currently-available security features of your mobile device.
Code of Conduct
In using the Teladoc Services, You agree not to:
Send or otherwise transmit to or through the Teladoc Services any unlawful, infringing, harmful, harassing, defamatory, threatening, hateful or otherwise objectionable material of any kind, any material that can cause harm or delay to the Teladoc Services or computers of any kind, and any unsolicited advertising, solicitation or promotional materials;
Misrepresent Your identity or affiliation in any way;
Restrict or inhibit any person from using the Teladoc Services, disclose personal information obtained from the Teladoc Services or collect information about other users of the Teladoc Services;
Reverse engineer, disassemble or decompile any section or technology of the Teladoc Services, or attempt to do any of the foregoing;
Gain unauthorized access to the Teladoc Services, to other users' accounts, names, personally identifiable information or other information, or to other computers or websites connected or linked to the Teladoc Services;
Launch or use any automated system, including without limitation, "robots," "spiders," or "offline readers," that access the Teladoc Services in a manner that sends more request messages to our servers in a given period of time than a human can reasonably produce in the same period by using a conventional web browser;
Send or otherwise transmit to or through the Teladoc Services chain letters, unsolicited messages, so-called "spamming" or "phishing" messages, or messages marketing or advertising goods and services;
Post, transmit or otherwise make available any virus, worm, spyware or any other computer code, file or program that may or is intended to damage or hijack the operation of any hardware, software or telecommunications equipment;
Violate any applicable laws or regulations in any way;
Alter or modify any part of the content or services offered on or through the Teladoc Services;
Allow any other person to use the Teladoc Services with your registration or login information;
Breach or otherwise circumvent Teladoc's security or authentication measures;
Assist or permit any persons in engaging in any of the activities described above; or
Engage in Inappropriate Conduct, including, but not limited to:
Being rude, hostile, threatening or belligerent to Teladoc personnel;
Use of profane language toward or directed at Teladoc personnel;
Posting rude or inappropriately personal and hostile content about any Teladoc personnel,
Providing inaccurate information to any Teladoc personnel or within Your account
Abuse Teladoc Services. This would include seeking multiple consultations within the same day for the same reason without any reason that would warrant a repeat visit, for example requesting multiple consultations to get a prescription that was not deemed appropriate during a first visit. Do not, however, hesitate to seek medical care or advice through the appropriate Teladoc Service or through emergency or other in-person care whenever necessary.
- If, in Teladoc’s sole discretion, You have violated Teladoc’s Code of Conduct, or other rules reasonably implemented by Teladoc, then Teladoc may limit, suspend or terminate Your access to Teladoc Services with or without warning to You. In the event Your access is limited, suspended or terminated, Teladoc will take all appropriate steps to ensure coordination or continuation of Your care and that Your health and safety is appropriately addressed with respect to whatever action Teladoc takes to limit, suspend or terminate Your access to Teladoc Services.
4. Modification and Termination of the Teladoc Services
Teladoc reserves the right to terminate accounts for any reason it deems appropriate including, but not limited to, a belief that Your conduct violates this Agreement or Your use of the Teladoc Services violates applicable laws or is harmful to the interests of Teladoc or any other users. Teladoc also may place limits on, modify, suspend or terminate the Teladoc Services generally, and may suspend or terminate Your use of the Teladoc Services if You fail to comply with this Agreement or otherwise in accordance with Teladoc’s policies. Suspension or termination Your access to the Teladoc Services may delete Your information, files, and other previously available content. If Teladoc terminates the Teladoc Services or Your use of the Teladoc Services, this Agreement will also terminate, but Sections which by their nature are intended to survive, shall survive and continue to be effective after this Agreement is terminated.
5. Privacy & Communications
If You create, transmit, or display information while using the Teladoc Services, You may provide only information that You own or have the right to use. For Information on Teladoc’s use of Protected Health Information (PHI) You provide, see our Notice of Privacy Practices. The Teladoc Notice of Privacy Practices tells you what PHI we collect, how we may use or share it, and the choices and rights you have regarding your PHI.
If You interact with Teladoc’s public facing websites, information about our privacy practices on those websites can be found in Our General Privacy Policy.
Teladoc may contact You regarding your use of Teladoc Services. You acknowledge and consent to receive communications by, but not limited to, email, regular mail, manual or automated text message or SMS, MMS, push notification or in-app message, manual or automated telephone calls, or other reasonable means now known or hereafter developed regarding Your healthcare or to recommend possible treatment alternatives or health-related benefits and services through the contact information You have provided, including Your wireless number.
Based on your communication preferences, messages may include minimally necessary PHI. Message frequency is recurring/ongoing based on Your preferences as indicated under “Communication Preferences” in Your account. Teladoc is not liable if your information is disclosed to someone else due to incorrect or outdated contact details you provided. For optional communications, You may opt out at any time by replying STOP.
If You enable push notifications on your device, you may receive alerts related to your use of the Services. Please be aware that these push notifications may be visible to others who have access to your devices. To protect your privacy, you can manage push notifications through your device’s settings. For guidance on adjusting push notification settings:
- iPhone Users: Refer to Apple’s support page on changing notification settings
- Android Users: Refer to Android’s support page on changing notification settings
SMS and email communications may not be secure or encrypted. Information in these messages could be accessed by others with access to your device, carrier systems, or email account. By using these communications channels, you acknowledge and accept these risks.
Teladoc may record inbound and outbound calls for quality monitoring and training purposes. You acknowledge and consent to the recording of phone calls between You and Teladoc. You may request the call not be recorded.
6. Intellectual Property
The Teladoc Services are owned by Teladoc Health, Inc. We grant to You, for Your personal purposes only, a nonexclusive, limited and revocable right to access and use the Teladoc Services during the paid subscription term of the Teladoc Services in which are You enrolled, so long as You comply with the terms of this Agreement. You agree not to use the Teladoc Services for any other purpose, including commercial purposes, such as co-branding, framing, linking, or reselling any portion of the Teladoc Services without Our prior written consent.
All materials available through the Teladoc Services may be accessed, downloaded, and/or printed for Your personal, noncommercial purpose and solely within the scope allowable by this Agreement. No other use of these materials may be made without express written permission of Teladoc. Any unauthorized use of the words or images from the Teladoc Services may violate copyright laws, trademark laws, the laws of privacy and publicity, and civil and criminal statutes.
The Teladoc Services include materials that are derived in whole or in part from materials that are copyrighted, including the format and layout of the Teladoc Services. The copyrights are owned by Teladoc, or for licensed content, the content providers.
None of the names, trademarks, service marks and logos of Teladoc or third parties appearing within the Teladoc Services may be used in any advertising, publicity, or otherwise to indicate Teladoc’s or such third party’s sponsorship of or affiliation with any product or service without express written permission of Teladoc or such third party. Nothing contained within the Teladoc Services should be construed as granting, by implication, estoppel, waiver or otherwise, any license or right of use to any trademark displayed on or through the Teladoc Services without the written permission of Teladoc Health or the third-party owner of the trademark, if any. The Teladoc Services may contain other proprietary notices and copyright information, the terms of which must be observed and followed by You. If You provide suggestions, ideas, feedback, or recommendations (“Feedback”) to Teladoc, We are free to use, disclose, reproduce, license, or otherwise distribute, and exploit the Feedback as Teladoc sees fit, without an obligation or restriction of any kind to You.
7. Fees and Financial Responsibility
You may be provided access to Teladoc Services through your health plan, insurance carrier or other benefit plan (each of the foregoing, a “Plan”) or via direct enrollment with Teladoc. Your costs to use the Teladoc Services and/or to purchase Equipment and Supplies will depend on various factors, including the nature and extent of your health care benefits offered through Your Plan and other terms Teladoc offers to You through direct enrollment with Teladoc to provide specific Teladoc Services. Teladoc itself does not offer or administer any Plans or determine any of Your health benefits and cost-share responsibilities established by Your Plan. Teladoc reserves the right to change the costs of Teladoc Services, Equipment and Supplies at any time in its discretion and compliance with the applicable terms of any Plan.
In most cases, in order to register for Teladoc Services, You must provide a valid credit or debit card issued by a bank acceptable to Us. Upon registering, You undertake that all details You provide to Us are true and accurate, that You are an authorized user of the credit or debit card provided and that there are sufficient funds to cover the cost of the Teladoc Services, Equipment and Supplies.
Fees. You agree to pay Teladoc all applicable fees in connection with the Teladoc Services, Equipment and Supplies at the time the Teladoc Services are rendered, ordered or at the beginning of any subscription term. Teladoc will charge the method of payment You provide in the amount of Teladoc Services, Equipment or Supplies. You shall be responsible for payment of all Taxes and any related interest and/or penalties resulting from any payments made hereunder, other than any taxes based on Teladoc’s net income.
Our Contract. By enrolling in the Teladoc Services, You are agreeing to purchase the Teladoc Services, Equipment and Supplies at the then-current prices and costs applicable to You at the time of Your registration and as amended from time to time by Teladoc.
When You place an order for Equipment and Supplies, You will receive an acknowledgement e-mail acknowledging receipt of Your order. Such email will be only an acknowledgement of Your order and will not constitute acceptance of Your order. A contract between us will not be formed until We send You an email confirmation that the Equipment and/or Supplies, as applicable, for the Teladoc Services have been dispatched to You. Equipment and Supplies are subject to availability. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.
(a) Pricing and Availability. While we try to ensure that all details, descriptions and prices which are presented to you on this website and otherwise are accurate, errors may occur. If we discover an error in the price of the Teladoc Services, Equipment or Supplies we will inform You of this as soon as possible and give You the option of reconfirming Your registration or order at the correct price or cancelling it. If we are unable to contact You, we will treat the registration or order as cancelled.
(b) If You cancel an order or request for Teladoc Services before the applicable order or Teladoc Services have been provided and within any established cancellation period or upon return of the unused Equipment and Supplies and You have already paid for the Teladoc Services, You will receive a full refund or, if You have not already paid, You will not be charged.
Once any Teladoc Services have commenced or have not been cancelled within an established cancellation window, You will be responsible for full payment. You will not receive a refund simply because You did not receive a diagnosis, a prescription or any particular medical advice You sought or requested. The outcome of any Teladoc Services is not guaranteed.
To the extent permitted under applicable law, in the event Teladoc is unable to bill Your insurance (either because you do not have insurance or your insurance does not cover Teladoc Services), You will be responsible to pay for any Teladoc Services provided to You or Your dependents.
You may cancel or terminate Your enrollment in the Teladoc Services at any time. Likewise, we may cancel or terminate Your enrollment in the Teladoc Services, at any time subject to this Agreement.
8. Right to Change Terms of Service
Teladoc may, at any time and from time to time, amend this Agreement. Any changes to this Agreement will be effective immediately upon posting of the changed Terms of Service. You agree to review the Terms of Service periodically and Your use of the Teladoc Services following any such change constitutes Your agreement to follow and be bound by this Agreement as amended.
9. Computer Equipment; Browser Access and Internet Service
With the exception of the Equipment & Supplies, You are responsible for obtaining, installing, maintaining and operating all software, hardware or other equipment necessary for You to access and use the Teladoc Services (collectively, "Your Systems"). This responsibility includes, without limitation, Your utilizing up to date web-browsers and the best commercially available encryption, antivirus, anti- spyware, and internet security software. You are additionally responsible for obtaining Internet services via the Internet service provider of Your choice, for any and all fees imposed by such Internet service provider, and any associated communications service provider charges. You acknowledge that there are certain security, corruption, transmission error, and access availability risks associated with using open networks such as the Internet, and You hereby expressly assume such risks. You acknowledge that You are responsible for the data security of Your Systems used to access the Teladoc Services, and for the transmission and receipt of information using such Systems. You acknowledge that We are not responsible for any errors or problems that arise from the malfunction or failure of the Internet or Your System.
10. Compatible CGM support
If your Teladoc Services include support for compatible Continuous Glucose Monitoring devices, these terms apply.
Intended Use: The Teladoc Health App’s retrospective CGM data analysis function is a mobile-based software feature intended to securely receive retrospective glucose data from compatible third-party continuous glucose monitoring (CGM) systems and their respective applications. It is designed for use by members enrolled in the Teladoc Health Diabetes Management Program who utilize CGM systems. The software assists in the review, analysis, and evaluation of retrospective CGM data as well as provides health and wellness insights to better support members with diabetes manage their chronic condition. It is intended as an accessory with one-way data interface capabilities only.
The Teladoc Health App retrospective CGM data analysis function is not intended to serve as a replacement for a CGM primary display. This software is not intended to replace real-time self-monitoring practices or clinical judgment as advised by a healthcare professional. Always refer to real-time data in the CGM manufacturer’s app or device for clinical actions.
The software does not provide medical advice, diagnosis, or treatment recommendations. Treatment decisions, such as insulin dosing or carbohydrate intake adjustments, should not be made based on this software. You should follow the instructions provided with their CGM system or other monitoring devices. You must consult a qualified healthcare professional before making any medical interpretations or therapy adjustments based on the data presented.
11. Content and Services Accessed through the Teladoc Services
You may choose to allow a third-party service provider (such as a Personal Health Record provider, health care providers, and any other entity chosen by You) to retrieve, provide, modify or otherwise use health and other information in Your account or otherwise share Your information with the service provider. Once You permit a specific third-party service provider to access Your account, such service provider may continue to access Your account until You affirmatively disable access. It is Your sole responsibility to review and approve each such third-party service before sharing Your information through or otherwise accessing it. USE OF THESE THIRD PARTY SERVICES AND RELIANCE ON THEIR CONTENT IS SOLELY AT YOUR OWN RISK. TELADOC MAY NOT BE HELD LIABLE FOR ANY DAMAGES ARISING OUT OF OR RELATED TO YOUR USE OF ANY THIRD-PARTY SERVICE OR CONTENT.
12. Links to Other Sites
The Teladoc Services may contain third party-owned content (e.g., articles, data feeds, abstracts, etc.) and may also include hypertext links to third party-owned web sites. We provide such third-party content and links as a courtesy to Our members. We have no control over any third-party owned web sites or content referenced, accessed by or available through the Teladoc Services and, therefore, we do not endorse, sponsor, recommend or otherwise accept any responsibility for such third-party web sites or content or for the availability of such web sites. Any views expressed by third parties on the Websites and Platforms are solely the views of such third party and Teladoc Health assumes no responsibility for the accuracy or veracity of any statement made by such third party. IN PARTICULAR, WE DO NOT ACCEPT ANY LIABILITY ARISING OUT OF ANY ALLEGATION THAT ANY THIRD-PARTYOWNED CONTENT (WHETHER PUBLISHED IN THE TELADOC SERVICES, OR ANY OTHER, WEB SITE) INFRINGES THE INTELLECTUAL PROPERTY RIGHTS OF ANY PERSON OR ANY LIABILITY ARISING OUT OF ANY INFORMATION OR OPINION CONTAINED ON SUCH THIRD-PARTY WEB SITE OR CONTENT. If You click on links to third-party sites from Teladoc, You should consult the policy statements of each site You visit.
13. Disclaimer of Warranty; Limitation of Liability
THE TELADOC SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. EXCEPT TO THE EXTENT PROHIBITED BY LAW, TELADOC, ITS CLIENTS AND ITS SUPPLIERS DISCLAIM ALL EXPRESS AND IMPLIED WARRANTIES WITH REGARD TO THE INFORMATION, SERVICES AND MATERIALS CONTAINED ON THE TELADOC SERVICES, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON- INFRINGEMENT. YOUR USE OF THE TELADOC SERVICES ARE AT YOUR OWN RISK. ACCESS TO THE TELADOC SERVICES MAY BE INTERRUPTED AND INFORMATION, SERVICES, AND MATERIALS MAY NOT BE ERROR-FREE. NONE OF TELADOC, ITS AFFILIATES, ITS CLIENTS, ITS SUPPLIERS, OR ANYONE ELSE INVOLVED IN CREATING, PRODUCING OR DELIVERING THE TELADOC SERVICES OR THE INFORMATION, SERVICES, AND MATERIALS CONTAINED THEREIN ASSUMES ANY LIABILITY OR RESPONSIBILITY FOR THE ACCURACY, COMPLETENESS OR USEFULNESS OF ANY INFORMATION, SERVICES AND MATERIALS PROVIDED ON THE TELADOC SERVICES; THEY ALSO SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF YOUR USE OF, OR INABILITY TO USE, THE TELADOC SERVICES, OR YOUR INABILITY TO USE THE TELADOC SERVICES FOR ANY REASON. YOU ACKNOWLEDGE AND AGREE THAT THE LIMITATIONS SET FORTH ABOVE ARE FUNDAMENTAL ELEMENTS OF THIS AGREEMENT AND THE TELADOC SERVICES WOULD NOT BE PROVIDED TO YOU ABSENT SUCH LIMITATIONS. PLEASE NOTE THAT SOME JURISDICTIONS MAY NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, AND THEREFORE SOME OF THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU.
14. Indemnification
You agree to indemnify, defend and hold harmless Teladoc, its clients, and its suppliers and their respective affiliates, employees, officers, directors, agents, servants, shareholders, and representatives of each from any liability, loss, claim, suit, damage, and expense (including reasonable attorneys' fees and expenses) related to (i) Your violation of this Agreement, (ii) Your use, or misuse, of the Teladoc Services, and/or (iii) Your posting of material to the Teladoc Services.
15. Applicable Law
This Agreement and the resolution of any and all disputes related to this Agreement shall be construed in accordance with the laws of the State of New York. Any dispute between Teladoc and You related to this Agreement shall be resolved exclusively by the state and federal courts of the State of New York.
The Teladoc Services can be accessed only from the United States unless specific program terms which apply to You expressly provide otherwise. Since the laws of each State or country may differ, You agree that the statutes and laws of the State of New York, without regard to any principles of conflicts of law, will apply to any and all matters relating to the use of the Teladoc Services.
This Agreement is not governed by the United Nations Convention on Contracts for the International Sale of Goods, the application of which is hereby expressly excluded.
16. Medicare Terms
If You are receiving and utilizing devices through the Chronic Condition Management Program through Medicare, including Medicare health plan such as Medicare Advantage, the following terms will apply to Your usage of the Chronic Condition Management Program blood glucose device and supplies:
(a) The Teladoc Services device and supplies provided to You are subject to the supplier standards concerning business professional and operational matters, that are contained in the Federal Regulations as stated in 42 Code of Federal Regulations Section 424.57(c). The full text of the standards can be found at http://www.ecfr.gov by searching Title 42 – Chapter IV – Subchapter B – Part 424 – Subpart D - §424.57. Teladoc will provide You with a written copy of the standards if You request them in writing.
17. Rights and Responsibilities
(a) With respect to Your access to or use of Teladoc Services, You have the following rights in addition to all other terms as stated herein:
(i) to be treated with respect, consideration, and recognition of client/member dignity and individuality;
(ii) to receive considerate, respectful and compassionate service regardless of Your age, gender, race, national origin, religion, sexual orientation, gender identity, or disabilities; to be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misappropriation of client/member property;
(iii) to appoint a designee, if You so desire, to speak on Your behalf and to make decisions on Your behalf as it pertains to Your Membership or participation with Teladoc Services;
(iv) to be informed of any charges for the Teladoc Services covered by Your insurance and those to be paid by You and related billing method;
(v) to receive the Teladoc Services devices in a timely manner from Teladoc under contract or in accordance with Medicare’s or Your health plan’s operational policy;
(vi) to make informed decisions about Your care, including receiving information about the Teladoc Services, staff qualifications, any changes to Teladoc Services, and any potential risks for discontinuing a Teladoc Service;
(vii) if and when required by applicable terms of a Plan or by applicable law, to be notified by Teladoc in advance when the Teladoc Service will be discontinued and the reason why;
(viii) to be referred to another provider organization if Teladoc is not able to meet Your needs or if You are not satisfied with any Teladoc Service;
(ix) to opt out or cancel membership at any time;
(x) to receive information about Teladoc, Teladoc staff and Teladoc staff’s qualifications and any contractual relationships;
(xi) to receive instructions on how to use the grievance/complaint process;
(xii) to voice grievances/complaints, via the contact information listed below, regarding treatment or care or lack of respect of property, or recommend changes in policy, personnel, or care/service without restraint, interference, coercion, discrimination, or reprisal and without fear of termination of a Teladoc Service, provided that such grievances/complaints are not abusive, threatening, or harassing;
(xiii) to have grievances/complaints regarding treatment or care that is (or fails to be) furnished, lack of respect of property investigated, or to provide feedback;
a. contact Teladoc Member Support at (800) 945-4355 24 hours a day or TTY at 711;
b. email at grievances@teladochealth.com;
c. Within 5 days of receiving a grievance we will notify you wither oral, telephone, email or via letter that your grievance has been received and is being investigated;
d. Within 14 days, you will receive written notification of the results of the investigation. If the investigation is incomplete, you will be notified of the status of the investigation;
(xiv) to be notified of contact information:
a. for Teladoc Member Support at (800) 945-4355 24 hours a day or email at membersupport@livongo.com;
b. the Medicare Complaint Hotline number (1-800-MEDICARE) or website https://www.medicare.gov/MedicareComplaintForm/home.aspx;
c. the Accreditation Commission for Health Care (ACHC) Complaints Department number (855) 937-2242; and
(xv) to be fully informed of one’s responsibilities;
(xvi) to know which staff are responsible for managing your services and from whom to request a change;
(xvii) to be informed of the hours of operations:
a. Member Support is available 24 hours a day / 7 days a week;
b. Regular business hours are 9:00 am – 5:00 pm CST;
c. Diabetes Response Specialists for Diabetes alerts are operational 24 hours a day / 7 days a week.
(b) As a member in or recipient of the Teladoc Service and receiving Teladoc Equipment & Supplies, You have the following responsibilities, in addition to all the other responsibility You have as stated in this Agreement:
(i) to notify Teladoc immediately of any equipment malfunctions and damages;
(ii) to notify Teladoc promptly of any changes in insurance, Medicare coverage, and/or Your home address or telephone;
(iii) to notify us of any equipment that is lost or stolen while in Your possession and pay for replacement;
(iv) to pay for equipment and/or service, in which Your insurance company/companies does not pay, as well as any applicable copayments and/or deductibles for which You are responsible for;
(v) to carry out mutually agreed responsibilities, including the proper care and maintenance of the Teladoc Equipment & Supplies; and
(vi) to notify us of changes in Your condition and to advise us of any problems or dissatisfaction with the Teladoc Equipment & Supplies.
(c) As a member in or recipient of the Teladoc Services, You have the following responsibilities in addition to all other terms as stated herein:
(i) to provide complete and accurate information, including Your full name, address, telephone number, date of birth, insurance carrier and employer, when it is required;
(ii) to provide complete and accurate information about Your health and medication history, when it is required;
(iii) to ask questions when You do not understand information or instructions
(iv) to actively participate in the management of Your health;
(v) to treat all Teladoc staff with courtesy and respect and abide by all Teladoc Service guidelines;
(vi) to provide complete and accurate information about Your health insurance coverage and to pay Your bills in a timely manner;
(vii) to pay all amounts that are not covered by Your insurer(s) including applicable co-payments and/ or deductible for which You are responsible.
(viii) To notify Teladoc if you chose to disenroll from the program
18. Assignment
These Terms and Conditions are personal to you, and are not assignable, transferable, or sublicensable by you except with Teladoc’s prior written consent. Teladoc may assign, transfer, or delegate any of its rights and obligations hereunder without your consent.
19. General Legal Terms
This Agreement is the entire agreement between You and Teladoc related to the Teladoc Services, replacing any prior agreements unless you have a separate written agreement with Teladoc stating otherwise. If there is any conflict between this Agreement and a signed written agreement between You and Teladoc related to the Teladoc Services, this Agreement will control.
If any provision of this Agreement is determined to be invalid, illegal or unenforceable, the remaining provisions of the Agreement remain in full force, provided that the essential terms and conditions of this Agreement remain valid, binding and enforceable and the economic and legal substance of the transactions contemplated by the Agreement are materially preserved.
The United States export control laws regulate the export and re-export of technology originating in the United States. This includes the electronic transmission of information and software to foreign countries and to certain foreign nationals. You agree to abide by these laws and their regulations.
Nothing in this agreement creates an agency, partnership, or joint venture. Failure to enforce any provision will not constitute a waiver of that provision.
The Teladoc Services will be provided by Teladoc without regard to Your race, national origin, sex, veteran status, age, disability, diagnosis or religious affiliation.
20. Emergency Preparedness
For emergency preparedness resources, visit Ready.gov, your local Red Cross, or reach out to local emergency officials.
21. Contact Information
Teladoc Health, Inc. is headquartered in New York, New York, in the United States of America
Teladoc Health, Inc.
Attn: Legal Department
155 East 44th Street 2nd Floor
Suite 1700
New Yorkm, NY10017
1-800-Teladoc
While we make every effort to respond to all correspondence within five (5) business days, however we cannot guarantee a response to every communication.
22. Arbitration Agreement
You and Teladoc agree that any dispute, claim or controversy arising out of or relating in any way to the Teladoc Services, these Terms of Service and this Arbitration Agreement, shall be determined by binding arbitration or in small claims court. Arbitration is more informal than a lawsuit in court. Arbitration uses a neutral arbitrator instead of a judge or jury, allows for more limited discovery than in court, and is subject to very limited review by courts. Arbitrators can award the same damages and relief that a court can award and nothing in this Arbitration Agreement shall be interpreted as limiting any non-waivable statutory rights. You agree that, by agreeing to these Terms of Use, the U.S. Federal Arbitration Act governs the interpretation and enforcement of this provision, and that you and Teladoc are each waiving the right to a trial by jury or to participate in a class action. This arbitration provision shall survive termination of this Agreement and the termination of your relationship with Teladoc.
If you elect to seek arbitration or file a small claim court action, you must first send to Teladoc, by certified mail, a written Notice of your claim ("Notice"). The Notice to Teladoc must be addressed to: Chief Legal Officer, Teladoc Health, Inc., 155 East 44th Street, Suite 1700, New York, NY 10017 ("Notice Address"). If Teladoc initiates arbitration, we will send a written Notice to you via the contact information that we have available for you. A Notice, whether sent by you or by Teladoc, must (a) describe the nature and basis of the claim or dispute; and (b) set forth the specific relief sought ("Demand"). If Teladoc and you do not reach an agreement to resolve the claim within 30 days after the Notice is received, you or Teladoc may commence an arbitration proceeding or file a claim in small claims court.
You may download or copy a form Notice and a form to initiate arbitration at www.adr.org. If you are required to pay a filing fee, after Teladoc receives notice at the Notice Address that you have commenced arbitration, Teladoc will reimburse you for your payment of the filing fee, unless your claim is for greater than US $10,000, in which event you will be responsible for filing fees.
The arbitration will be governed by the Consumer Arbitration Rules (the "AAA Rules") of the American Arbitration Association ("AAA"), as modified by this Agreement, and will be administered by the AAA. The AAA Rules and Forms are available online at www.adr.org, or by writing to the Notice Address. The arbitrator is bound by the terms of this Agreement. All issues are for the arbitrator to decide, including issues relating to the scope and enforceability of this arbitration agreement. Unless Teladoc and you agree otherwise, any arbitration hearings will take place in the county (or parish) of your residence. The arbitrator's award shall be final and binding on all parties, except (1) for judicial review expressly permitted by law or (2) if the arbitrator's award includes an award of injunctive relief against a party, in which case that party shall have the right to seek judicial review of the injunctive relief in a court of competent jurisdiction that shall not be bound by the arbitrator's application or conclusions of law.
If your claim is for US$10,000 or less, we agree that you may choose whether the arbitration will be conducted solely on the basis of documents submitted to the arbitrator, through a telephonic hearing, or by an in-person hearing as established by the AAA Rules. If your claim exceeds US$10,000, the right to a hearing will be determined by the AAA Rules. Regardless of the manner in which the arbitration is conducted, the arbitrator shall issue a reasoned written decision explaining the essential findings and conclusions on which the award is based. If the arbitrator issues you an award that is greater than the value of Teladoc's last written settlement offer made before an arbitrator was selected (or if Teladoc did not make a settlement offer before an arbitrator was selected), then Teladoc will pay you the amount of the award or US$5,000, whichever is greater. Except as expressly set forth herein, the payment of all filing, administration and arbitrator fees will be governed by the AAA Rules.
YOU AND TELADOC AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. Further, unless both you and Teladoc agree otherwise, the arbitrator may not consolidate more than one person's claims with your claims, and may not otherwise preside over any form of a representative or class proceeding. If this specific provision is found to be unenforceable, then the entirety of this arbitration provision shall be null and void.