TERMS AND CONDITIONS
These Terms and Conditions (“Terms”) govern your access to and use of the website, online services, patient portals, applications, scheduling systems, communication tools, and other digital services operated by Mata Health LLC DBA Orion Health and Wellness (“Company,” “we,” “us,” or “our”).
By accessing our website or using our services, you agree to these Terms. If you do not agree, please do not use the website or associated digital services.
1. Healthcare Services
Information provided through our website is intended for general informational and administrative purposes and does not, by itself, establish a provider-patient relationship or constitute medical advice.
A provider-patient relationship is established only when appropriate clinical requirements have been completed and a licensed healthcare professional has agreed to provide care.
Medical treatment, prescriptions, and other clinical decisions are made by appropriately licensed healthcare professionals based on their independent professional judgment.
2. Not for Emergencies
Our website, online messaging systems, automated assistants, and other digital services are not intended for medical emergencies.
If you believe you are experiencing a medical emergency, call 911 or seek immediate emergency medical attention.
Do not rely on website messages, text messages, email, automated telephone systems, or AI-assisted communications for urgent or emergency medical needs.
3. Telehealth and Asynchronous Services
Certain services may be provided through telehealth or asynchronous communication when permitted by applicable law.
By requesting these services, you understand that healthcare may be delivered without an in-person encounter and may involve electronic questionnaires, telephone communications, video visits, electronic messaging, remote review of medical information, or other technology.
Telehealth or asynchronous care may not be appropriate for every patient or medical condition. A healthcare provider may require an in-person examination, additional testing, or referral to another healthcare professional when clinically appropriate.
4. Prescription Medications
Submitting a request, completing an application, paying a fee, or participating in a consultation does not guarantee that a medication will be prescribed.
All prescribing decisions are made by a licensed healthcare provider after evaluating whether treatment is medically appropriate.
We reserve the right to decline or discontinue a requested treatment when clinically appropriate or when required by applicable law.
5. Compounded Medications
When applicable, patients may receive medications prepared by appropriately licensed compounding pharmacies.
Compounded medications are not FDA-approved in the same manner as commercially manufactured FDA-approved drugs. Patients receiving compounded medications will be provided appropriate disclosures and/or consent documentation when required.
Medication availability, formulation, concentration, pharmacy, pricing, and shipping times may change.
6. Appointments and Scheduling
Appointments may be scheduled through our staff, website, telephone systems, automated assistants, or other approved scheduling platforms.
Appointment availability is not guaranteed.
We may establish separate policies regarding appointment confirmations, cancellations, rescheduling, late arrivals, and no-shows. Any applicable fees will be disclosed according to our current policies.
7. Automated and AI-Assisted Communications
We may use automated technologies, including artificial intelligence (“AI”), voice assistants, chat systems, and automated messaging systems, to assist with administrative functions such as:
- Appointment scheduling and reminders
- Appointment confirmations and cancellations
- Follow-up scheduling
- General service information
- Payment or account-related reminders
- Routing patient requests
- Providing links to forms or ordering systems
Automated systems are intended to supplement our staff and healthcare professionals and are not a substitute for the professional judgment of a licensed healthcare provider.
Clinical decisions regarding diagnosis, treatment, and prescribing remain subject to review and determination by qualified healthcare professionals.
8. Electronic Communications
By providing a telephone number or email address and communicating with us electronically, you authorize us to communicate with you through permitted methods, which may include telephone calls, voicemail, email, and text messaging, subject to applicable law and your communication preferences or consent.
Message and data rates may apply.
You are responsible for keeping your contact information accurate and current.
Where legally required, marketing communications will be subject to separate consent and opt-out requirements.
9. Payments and Fees
You agree to pay all charges associated with services or products you authorize.
Prices may change at any time unless you have already purchased a service or entered into an agreement establishing a specific price.
Insurance coverage, when applicable, does not guarantee payment. Patients remain responsible for applicable deductibles, copayments, coinsurance, non-covered services, and other patient responsibility amounts as permitted by law and applicable agreements.
10. Refunds and Cancellations
Refund eligibility depends on the service or product purchased and our applicable refund and cancellation policies.
Certain fees may become non-refundable once professional services have been performed, prescriptions have been processed, medications have been ordered or dispensed, products have been shipped, or other costs have been incurred on your behalf, to the extent permitted by applicable law.
Any specific refund, cancellation, membership, or medication policies presented at the time of purchase or consent are incorporated into these Terms.
11. Medication Shipping and Delivery
When medications or products are shipped, delivery estimates are estimates only.
Delays caused by pharmacies, carriers, weather, incorrect addresses, supply shortages, or circumstances outside our reasonable control may occur.
Patients are responsible for providing an accurate shipping address and following storage instructions after delivery.
Questions concerning damaged, missing, delayed, or temperature-sensitive medication should be reported promptly so the circumstances can be reviewed.
12. Website Accounts and Information
You agree to provide accurate, current, and complete information when using our services.
You may not impersonate another person, provide fraudulent medical or payment information, attempt to access another patient’s account, interfere with our systems, or use our services for unlawful purposes.
You are responsible for protecting passwords and other credentials associated with your account.
13. Privacy and Health Information
Our collection and use of personal information is governed by our applicable Privacy Policy.
Protected health information may also be subject to our Notice of Privacy Practices and applicable federal and state healthcare privacy laws, including HIPAA where applicable.
The Privacy Policy and Notice of Privacy Practices should be reviewed separately from these Terms.
14. Intellectual Property
The website and its content, including text, graphics, branding, logos, software, designs, photographs, videos, and other materials, are owned by or licensed to us unless otherwise indicated.
You may use the website for your personal, noncommercial use. You may not reproduce, distribute, modify, sell, scrape, reverse engineer, or commercially exploit protected website content without authorization.
15. Third-Party Services
Our website may integrate with or link to third-party services, including pharmacies, laboratories, payment processors, scheduling providers, telecommunications providers, and other technology platforms.
Those third parties may maintain their own terms and privacy practices.
We are not responsible for third-party websites or services except to the extent required by applicable law or contractual obligations.
16. Website Availability
We attempt to maintain reliable access to our digital services but cannot guarantee uninterrupted or error-free operation.
Services may occasionally be unavailable because of maintenance, telecommunications failures, software issues, cybersecurity measures, third-party outages, or circumstances beyond our reasonable control.
17. Disclaimer of Warranties
To the extent permitted by law, the website and non-clinical digital services are provided on an “as available” basis.
We do not guarantee that the website will always be uninterrupted, error-free, or free from harmful components.
Nothing in this section limits obligations that cannot legally be waived, including applicable professional standards governing healthcare services.
18. Limitation of Liability
To the fullest extent permitted by applicable law, we will not be liable for indirect, incidental, special, consequential, or punitive damages arising solely from your use or inability to use the website or non-clinical digital services.
Nothing in these Terms is intended to waive or limit liability that cannot legally be waived or limited, including liability arising from professional healthcare services where applicable.
19. Prohibited Use
You may not use our website or systems to engage in fraudulent activity, gain unauthorized access, introduce malicious software, disrupt our services, collect information about other users without authorization, violate intellectual property rights, or engage in conduct prohibited by applicable law.
20. Changes to These Terms
We may revise these Terms periodically.
The updated version will be posted on our website with a revised “Last Updated” date. Continued use of the website after changes become effective constitutes acceptance of the updated Terms to the extent permitted by law.
21. Governing Law
These Terms are governed by the laws of the State of Florida, without regard to conflict-of-law principles.
Any mandatory rights or remedies provided by applicable federal or state law remain unaffected.
22. Severability
If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.
