Terms of Use

BY CLICKING “I AGREE,” CHECKING A BOX TO SIGNIFY ACCEPTANCE, USING ANY OTHER ACCEPTANCE PROTOCOL PRESENTED THROUGH THE SERVICES, OR OTHERWISE AFFIRMATIVELY ACCEPTING THESE TERMS, YOU ACKNOWLEDGE THAT YOU HAVE READ, ACCEPTED, AND AGREED TO BE BOUND BY THIS AGREEMENT. IF YOU DO NOT AGREE, DO NOT CREATE AN ACCOUNT OR USE THE SERVICES.

DISPUTE RESOLUTION: UNLESS YOU TIMELY OPT OUT, YOU AND ARLO AGREE THAT DISPUTES WILL BE RESOLVED BY BINDING INDIVIDUAL ARBITRATION, AND YOU WAIVE YOUR RIGHTS TO A JURY TRIAL AND TO PARTICIPATE IN A CLASS ACTION, AS SET FORTH IN SECTION 17.

IF YOU HAVE A MEDICAL EMERGENCY, CALL 911 OR SEEK IN-PERSON EMERGENCY CARE IMMEDIATELY. THE SERVICES ARE NOT APPROPRIATE FOR ALL MEDICAL CONDITIONS OR CONCERNS. THIS AGREEMENT IS SUBJECT TO CHANGE AS PROVIDED IN SECTION 18.

1. Acceptance of These Terms

1.1 Terms and Services. These Terms of Use (the “Terms”) are a binding agreement between you and The Arlo Healthcare Company (“Arlo,” “we,” “us,” or “our”) and govern your access to and use of the Arlo website located at https://www.arlohealth.ai/, the Arlo applications, and the functionality you access through a connected AI assistant or application (together, the “Services”).

1.2 Acceptance. By creating an account, completing onboarding, or otherwise accessing or using the Services, you acknowledge that you have read and understood these Terms and agree to be bound by them. If you do not agree to these Terms, you may not use the Services. If you accept these Terms on behalf of another person, you represent that you are authorized to do so and that you bind that person to these Terms.

2. Definitions

“Connected Agent” means a third-party artificial intelligence assistant or application that you separately obtain and control, and that you choose to connect to the Services.

“Fees” has the meaning given in Section 9.

“Medical Group” means the independent professional entity that engages the Providers and is solely responsible for the practice of medicine and the delivery of Virtual Care Services, currently NVP Medical Group CA, P.C.

“Provider” means a licensed healthcare professional engaged by the Medical Group who provides Virtual Care Services. Providers are not employees, contractors, or agents of Arlo.

“Virtual Care Services” means the healthcare services provided to you by a Provider through the Medical Group, delivered by text-based asynchronous messaging through the Services.

“Your Information” means the information you provide to or through the Services, information your Connected Agent transmits at your direction, and information retrieved at your direction, including health information and other sensitive information.

3. Arlo's Role and the Medical Group

3.1 Technology provider. Arlo operates the Services and provides administrative and technology services that facilitate your access to independent Providers, including automated intake and routing that helps you begin a consultation. Arlo does not provide medical advice, diagnosis, treatment, or any healthcare service, and Arlo does not practice medicine. Arlo's automated intake and routing are administrative functions and are not clinical judgment, which is solely the Medical Group's responsibility. To the extent the automated intake involves any clinical elements, those elements are designed and performed under the Medical Group's clinical oversight. You do not form a provider-patient relationship with Arlo. You form a direct customer relationship with Arlo for your use of the Services and, separately, a provider-patient relationship with the Provider (through the Medical Group) when care is provided, as described in Section 6.

3.2 Medical Group’s clinical responsibility. All Virtual Care Services are provided by Providers engaged by the Medical Group, which is solely responsible for all clinical matters, including all medical judgment, the decision whether to provide or decline treatment, and clinical record-keeping.

3.3 No control over clinical judgment. Arlo does not control, direct, or interfere with the professional judgment of the Medical Group or any Provider, and Arlo does not guarantee that any treatment, prescription, or outcome will result from your use of the Services.

4. Eligibility and Use for Others

4.1 Eligibility. To create an account and use the Services, you must be at least 18 years old and physically located in California. You may use the Services to obtain care for a minor child or other dependent, for whom you are the parent or legal guardian, or for whom you otherwise have authority to make healthcare decisions. If you do, you must create a separate profile for that person, you represent that you have authority to act and to accept these Terms on their behalf, and references to "you" in these Terms include that person where the context requires. If the child is under 13, we collect the child's personal information only after you provide verifiable parental consent, as described in our Privacy Policy. Once you have accepted these Terms, they continue to govern your use of the Services for any dependent profile you create, and we are not required to present them again each time you add one. We do not permit anyone under 18 to create an account or use the Services on their own behalf.

4.2 Accuracy of information. You represent that the information you provide about your identity, age, and location is accurate.

4.3 Use for another person. You may use the Services to seek Virtual Care Services for another adult only where the Services expressly support that use. If you do, you represent that you are authorized to act for that person, and the person receiving care is the patient for purposes of the Virtual Care Services and must provide their own consent to the Medical Group.

5. Connected Agents and How Consultations Are Initiated

5.1 Your Connected Agent. Any Connected Agent is a third-party service that you obtain, control, and are responsible for. Your use of a Connected Agent is governed by your own agreement with its provider, not by these Terms, and Arlo is not responsible for the Connected Agent or any output, summary, or information it generates or transmits.

5.2 Initiating a consultation. A request for Virtual Care Services is initiated only when you affirmatively request a consultation, and a Connected Agent is not authorized to initiate or proceed with a consultation without your affirmative instruction. You are responsible for the accuracy and completeness of the information you provide.

5.3 Automated intake. The automated intake is not medical care. Arlo's automated intake, including any questions it asks and any preliminary summary it prepares, is administrative and informational only. It is not medical advice, diagnosis, or treatment, it does not create a provider relationship, and it is not a substitute for emergency care. If the intake indicates a possible emergency, call 911 or seek in-person emergency care. All clinical decisions are made by the Provider.

5.4 Your responsibility. You are responsible for what you share. Arlo does not independently verify Your Information.

6. The Provider Relationship

6.1 Care relationship. Your care relationship is with the Provider, not Arlo. Any provider-patient relationship is formed solely between you and the Provider (through the Medical Group). No provider-patient relationship is formed until a Provider has reviewed your request and personally responded; a Provider may decline to provide Virtual Care Services in the exercise of professional judgment.

6.2 Consents from the Medical Group. Before Virtual Care Services are provided, the Medical Group will separately present, and ask you to review and accept, its own separate informed consent to telehealth and other condition-specific consents. Those documents are between you and the Medical Group; they are not part of these Terms, and Arlo does not provide, control, or become a party to them.

6.3 Messages and results. The Medical Group and Providers may send you messages and results through the Services, including through the channels you select. It is your responsibility to monitor and read these communications and to respond as needed. Arlo is not liable for any loss resulting from your failure to read or respond to a communication or to follow a Provider's instructions.

7. Account Registration and Security

7.1 Account and credentials. You must create an account to use the Services and must provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your credentials and for all activity under your account, including activity initiated through a Connected Agent you have authorized.

7.2 Unauthorized use. You must promptly notify us of any unauthorized use of your account. We are not liable for any loss arising from unauthorized use that results from your failure to safeguard your credentials.

8. Health Information; Records Retrieval; HIPAA

8.1 Health information you provide. Health information you provide to obtain a consultation, including any information your Connected Agent transmits at your direction, is collected to facilitate the Virtual Care Services you request. It is made available to the Medical Group and the Provider treating you and forms part of the clinical record the Medical Group maintains.

8.2 Records retrieval. At your direction, the Services can retrieve your existing medical records and related health information, which may include information held by your healthcare providers, health plans, and health information networks (such as claims or insurance information and records available through health information exchanges), through an independent third-party records-retrieval service so they can be made available to your Provider and incorporated into the clinical record maintained by the Medical Group. You authorize that retrieval and delivery, and the records-retrieval service is governed by its own terms and privacy practices.

8.3 Processing and authorization. By using the Services, you authorize Arlo to collect, use, process, and transmit Your Information as necessary to operate, provide, and secure the Services and to facilitate the Virtual Care Services you request. Arlo uses the health information within Your Information only for those purposes, on the Medical Group's behalf, and not for any unrelated purpose. To understand use of and improve the Services, including by developing and improving Arlo’s models and tools, Arlo uses only Your Information other than health information, and in de-identified or aggregated form that does not identify you, and does not attempt to re-identify it. The Medical Group's use of Your Information for your care is governed by the consents it presents to you under Section 6, and Arlo does not claim ownership of Your Information.

8.4 HIPAA. Arlo is not a covered entity under the Health Insurance Portability and Accountability Act (HIPAA). Our Privacy Policy describes how Arlo handles health and other information.

9. Fees and Payment

9.1 Fees. Virtual Care Services are offered on a cash-pay basis. The Services do not bill health insurance, and amounts paid are not submitted to or reimbursed by any health plan. The fee for a consultation (the “Fees”) is presented to you, and you confirm it, before you are charged.

9.2 Collection on behalf of the Medical Group. The Fees for Virtual Care Services are charged for the professional services of the Provider and are the property of the Medical Group. Arlo collects the Fees solely as the Medical Group's billing and collection agent and remits them to the Medical Group; Arlo is separately compensated by the Medical Group for its administrative and technology services. By confirming a consultation, you authorize Arlo to charge your designated payment method for the Fees in effect at the time of your consultation. You agree to provide accurate and current payment information.

9.3 Financial responsibility. By using the Services, you acknowledge and agree that you are choosing to obtain the Virtual Care Services on a cash basis, outside of any health insurance or government healthcare program; that you are solely responsible for the cost of the Virtual Care Services; and that none of you, Arlo, or the Medical Group will submit a claim for reimbursement to any insurer or government healthcare program for those services.

10. Service Limitations; Not for Emergencies

10.1 Not for emergencies. The Services are designed for non-urgent, asynchronous care and must not be used for medical emergencies or urgent conditions. If you are experiencing a medical emergency, call 911 or go to the nearest emergency room. If you are experiencing a mental-health crisis, contact a crisis line or emergency services.

10.2 Limitations on scope. Virtual Care Services are not appropriate for, and the Services may not be used for: (a) controlled substances (including opioids, benzodiazepines, and stimulants); (b) conditions requiring an in-person physical examination; (c) emergencies or conditions requiring urgent or emergency care; and (d) other conditions outside the scope of asynchronous telehealth as determined by the Provider.

10.3 Acceptable use. You agree not to: (a) provide false, misleading, or another person's information; (b) use the Services for any unlawful purpose or in violation of these Terms; (c) attempt to gain unauthorized access to the Services or interfere with their operation; (d) use the Services to obtain a controlled substance or for any emergency; or (e) use any automated means to access the Services other than a Connected Agent used as intended.

10.4 Not a substitute for in-person or primary care. The Services are not a substitute for your relationship with a primary care physician or for in-person care, and a single asynchronous consultation may not address all of your needs. You are responsible for informing your own physician or other regular healthcare providers of care you receive through the Services, and for seeking follow-up or in-person care when a Provider recommends it or when your condition otherwise requires it.

11. Prescriptions

11.1 Prescribing and pharmacy selection. Whether to prescribe any medication is solely within the professional judgment of the Provider, and a consultation does not entitle you to a prescription. If a Provider prescribes medication, the prescription is transmitted through an independent third-party prescription-routing service that allows you to select the pharmacy from which you wish to receive it, and the prescription is then sent to the pharmacy you choose. Your relationship with any pharmacy is separate from these Terms, and the Services do not provide controlled substances.

11.2 Medication responsibilities. Any prescription is solely for the personal use of the individual named on it. You should read all product information and labeling, ask a pharmacist or your physician any questions you have about a medication, and report any side effects or adverse reactions to a healthcare professional or seek emergency care if needed.

12. Privacy

12.1 Our Privacy Policy describes how Arlo collects, uses, and discloses information in connection with the Services. The clinical record created by a Provider is maintained by the Medical Group and is governed by the Medical Group's notice of privacy practices, not by Arlo's Privacy Policy.

13. Intellectual Property

13.1 Ownership; limited use. You may access and use the Services for your personal, non-commercial use, subject to these Terms. Arlo and its licensors retain all right, title, and interest in and to the Services and all related intellectual property. No rights are granted to you except as expressly stated in these Terms.

13.2 Restrictions. You may not copy, modify, distribute, sell, reverse engineer, or create derivative works from the Services, or remove any proprietary notices, except as permitted by applicable law.

13.3 Feedback. If you provide suggestions, ideas, or other feedback about the Services, Arlo may use it for any purpose without obligation or compensation to you.

14. Third-Party Services; Release

14.1 Third-party services. The Services may rely on, or interoperate with, independent third-party services (for example, a Connected Agent you connect, a records-retrieval service, a prescription-routing service, a payment processor, and pharmacies). Those services are provided by independent third parties under their own terms and privacy practices, and Arlo is not responsible for them. Your dealings with any third-party service are solely between you and that third party.

14.2 Release. Arlo has no obligation to become involved in any dispute between you and a third party. To the extent you have such a dispute, you release Arlo from claims arising out of it.

15. Disclaimers

15.1 No warranties. The Services are provided “as is” and “as available.” To the fullest extent permitted by law, Arlo disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. Arlo does not warrant any clinical result and makes no representation regarding the Virtual Care Services, which are the sole responsibility of the Medical Group and Providers. Arlo does not warrant that the Services will be uninterrupted, timely, secure, or error-free. This Section does not limit any rights you may have that cannot be waived under applicable law.

15.2 Telehealth and availability. The Services depend on internet connectivity and third-party systems and may be affected by transmission failures, delays, or interruptions outside Arlo's control. Arlo does not guarantee the availability of any particular Provider or that Virtual Care Services will be available at any particular time.

16. Limitation of Liability; Indemnification

16.1 Exclusion of certain damages. To the fullest extent permitted by applicable law, Arlo will not be liable for any indirect, incidental, special, exemplary, consequential, or punitive damages, or for lost profits or data, arising out of or relating to the Services or these Terms, even if advised of the possibility of such damages, and whether based on warranty, contract, tort (including negligence), or any other legal theory.

16.2 Liability cap. To the fullest extent permitted by applicable law, Arlo's total liability is limited to actual damages incurred by you and will not exceed one thousand U.S. dollars (US $1,000). Any claim arising in connection with the Services must be brought within one (1) year of the event giving rise to it. Nothing in this Section excludes or limits liability that cannot be excluded or limited under applicable law.

16.3 Indemnification. You agree to indemnify and hold harmless Arlo and its officers, directors, employees, and agents from any third-party claim, and related losses and expenses (including reasonable attorneys' fees), to the extent arising out of (a) your breach of these Terms, (b) your violation of any law, (c) your infringement or violation of the rights of any third party, or (d) your misuse of the Services. We will provide notice of any claim for which we seek indemnification and may control its defense.

17. Dispute Resolution; Binding Arbitration; Class Action Waiver

17.1 Informal resolution first. Before initiating arbitration, the initiating party must send written notice of the dispute, and the parties will personally meet and confer (by telephone or videoconference) in good faith within forty-five (45) days to try to resolve it. This step is individualized, and the limitations period is tolled while it proceeds.

17.2 Binding arbitration. If the dispute is not resolved within thirty (30) days after the conference, it will be resolved by binding individual arbitration administered by JAMS under its applicable consumer rules, rather than in court, except that either party may bring an individual claim in small-claims court. The Federal Arbitration Act governs this Section, and arbitration will take place in California or the county where you reside.

17.3 Jury-trial waiver. Because disputes are resolved by arbitration rather than in court, you and Arlo waive any right to a trial by jury as to disputes subject to arbitration under this Section.

17.4 Class-action waiver. You and Arlo agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class or representative proceeding. The arbitrator may not consolidate more than one person's claims.

17.5 Public injunctive relief. Notwithstanding the foregoing, to the extent applicable law gives you a non-waivable right to seek public injunctive relief, that request for relief may be brought and decided in a court of competent jurisdiction and will be severed from and stayed pending arbitration of all other claims; the remainder of this Section remains in effect.

17.6 Batch arbitration. If twenty-five (25) or more arbitrations of a substantially similar nature are filed by or with the assistance of the same or coordinated counsel within a ninety (90) day period, they will be administered in batches of up to one hundred (100), with one arbitrator and one set of fees per batch, in accordance with JAMS's applicable mass-arbitration or streamlined procedures.

17.7 Right to opt out. You may opt out of this arbitration agreement by sending written notice within thirty (30) days of first accepting these Terms to help@arlohealth.ai. If you opt out, the remaining Terms continue to apply.

18. Changes to the Services and These Terms; Termination

18.1 Changes to the Terms. We may modify these Terms from time to time. For changes that materially reduce your rights or materially increase your obligations, we will provide reasonable advance notice (for example, by email, in-app notice, or another reasonable method), and the change will take effect on the date stated in the notice. Other changes are effective when posted. No change applies to a dispute that arose before the change took effect. Your continued use of the Services after a change takes effect is acceptance of the change; if you do not agree, you must stop using the Services.

18.2 Changes to the Services. We may modify, suspend, or discontinue any part of the Services at any time, without liability, subject to applicable law.

18.3 Termination. We may suspend or terminate your access at any time, with or without cause and with or without notice, including for violation of these Terms. You may stop using the Services at any time. Termination does not relieve you of obligations that accrued before termination, including any Fees owed, and any clinical matter in progress is handled by the Medical Group. Sections that by their nature should survive termination (including Sections 9, 13, 14, 15, 16, 17, and 19) survive.

18.4 Information after termination. Except as required by applicable law (including any right to access health records, which are maintained by the Medical Group) or as described in our Privacy Policy, Arlo has no obligation, before or after termination, to return or provide to you or any third party any information relating to you.

19. General Provisions

19.1 Governing law. These Terms are governed by the laws of the State of California, without regard to its conflict-of-laws rules. Subject to Section 17, the state and federal courts located in California will have exclusive jurisdiction over any matter not subject to arbitration.

19.2 Third-party beneficiaries. The Medical Group and the Providers are intended third-party beneficiaries of Sections 6, 15, 16, and 17, and may enforce those provisions. There are no other third-party beneficiaries of these Terms.

19.3 Assignment. You may not assign these Terms. We may assign these Terms in connection with a merger, acquisition, or sale of assets. These Terms bind and benefit the parties and their permitted successors and assigns.

19.4 Entire agreement; severability; waiver. These Terms are the entire agreement between you and Arlo regarding the Services and supersede prior agreements on that subject. If any provision of these Terms is held invalid or unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable or, if it cannot be, severed, and the remaining provisions will remain in full force and effect. Our failure to enforce a provision is not a waiver.

19.5 Electronic communications. You consent to receive communications from us electronically, and you agree that electronic communications satisfy any legal requirement that a communication be in writing.

19.6 Notices and contact. You may contact us with questions at help@arlohealth.ai. Legal notices to Arlo must be sent to Attn: Legal; 1522 Western Avenue, Seattle, WA 98101 and are deemed given when received. We may provide notices to you by email to the address associated with your account or by posting through the Services, and such notices are deemed given when sent or posted.

19.7 Force majeure. Arlo is not liable for any failure or delay in performance caused by events beyond its reasonable control, including acts of God, natural disasters, labor disputes, internet or utility failures, or governmental actions.

19.8 Independent relationship. Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between you and Arlo, and neither party may bind the other or make representations on the other's behalf.

20. Text Messaging Terms

20.1 Transactional text messages. By providing your phone number during signup, you consent to receive transactional text messages from Arlo Health, including verification codes and updates related to your care. Message frequency varies. Message and data rates may apply. Consent to marketing messages is not a condition of using the service; Arlo Health does not send marketing messages under this program. Reply STOP to opt out of messages (note: opting out of verification messages may limit your ability to sign in). Reply HELP for help or contact support@arlohealth.ai.