Med Concierge Terms of Service

1. Acceptance of These Terms

These Terms of Service (“Terms”) are a legal agreement between you and 1 World Insurance LLC, a Florida limited-liability company doing business as Med Concierge (“Med Concierge,” “we,” “us,” or “our”). They govern your use of the Med Concierge mobile application (the “App”), the website at medconcierge.com, and any related services (collectively, the “Services”).

By creating an account, tapping “I Understand & Agree” on the in-app consent screen, or otherwise using the Services, you accept these Terms and our Privacy Policy, which is incorporated by reference. If you do not accept these Terms, do not use the Services.

These Terms include a binding arbitration clause and class-action waiver (Section 20). Please read them carefully.

2. Eligibility

You may use the Services only if you are:

• at least 18 years of age, and
• either (a) a Medicare beneficiary enrolled in a plan serviced by Med Concierge, or (b) the legally authorized personal representative of such a beneficiary under HIPAA §164.502(g) (for example, a caregiver invited by the member through the in-app caregiver flow).

By using the Services you represent and warrant that you meet these requirements and that any information you provide is accurate.

3. Electronic Signatures and Records (E-SIGN Consent)

You consent to receive records and provide signatures electronically in connection with the Services, including (without limitation) Scope of Appointment documentation, enrollment applications, Terms updates, and the in-app consent screen. You confirm that you have the hardware and software required to access and retain electronic records (a device capable of running the App and receiving email or SMS).

You may withdraw this consent and request paper records by contacting support@medconcierge.com. Withdrawing E-SIGN consent may prevent you from completing certain transactions through the App.

4. The Services

The Services offered through Med Concierge include, without limitation:

• Plan summary — display of your Medicare plan, copays, formulary tier information, and cost estimates
• Drug cost lookup — tier-aware monthly and annual prescription cost estimates
• Provider search — finding in-network doctors, specialists, and pharmacies based on the ZIP code stored in your profile
• Transportation booking — submitting a non-emergency medical transportation request to our agent team
• Appointment requests — submitting a doctor-appointment request with preferred date, time, and reason
• Medication reminders and adherence tracking — setting reminder schedules, logging doses, and viewing adherence history
• Refill alerts — estimates based on the days-supply you enter and your plan’s formulary
• Voice assistant — asking benefit questions by voice
• Benefit Extras snapshot — a read-only view of supplemental benefits your plan includes
• Visit Prep — AI-generated question lists to bring to an upcoming doctor visit
• Decode Results — photo-based translation of lab reports or After-Visit Summaries into plain English
• Care-coordination tools — callback requests, caregiver invitations, and communication with your assigned licensed agent
• Push and SMS reminders — including Plan Extras and Visit Prep nudges, adherence check-ins, and agent follow-ups

The scope of the Services may change over time. We may add, modify, or remove features without notice, except where required by law or these Terms.

5. HIPAA and Health Information

Med Concierge is a HIPAA-covered entity with respect to the Protected Health Information (“PHI”) we hold on your behalf. We implement the administrative, technical, and physical safeguards required by HIPAA (45 CFR §§ 164.308, 164.310, 164.312), including role-based access controls, TLS/SSL encryption in transit, AES-256-GCM encryption at rest, HMAC-SHA256 keyed hashing for indexed PHI identifiers, and an audit log of PHI access retained for a minimum of six (6) years as required by HIPAA §164.530(j).

No compliance program prevents all incidents. See Section 18 of our Privacy Policy for the safeguards we maintain and the breach-notification timelines that apply if an incident occurs (HIPAA §164.404 within 60 days of discovery; Florida FIPA §501.171 within 30 days of discovery for breaches affecting Florida residents).

6. Account Registration and Security

You are responsible for:

• providing accurate information at enrollment and updating it as it changes (see Section 2.1 of our Privacy Policy — profile data is maintained in our agent-of-record CRM system, and changes are made by contacting your assigned agent)
• safeguarding access to your device and the phone number associated with your account
• all activity that occurs under your account, including caregiver activity performed under a caregiver invitation you issued

If you believe your account has been compromised, contact us immediately at (844) 463-2931.

7. Disclaimers — Medical, Insurance, AI, and Feature-Specific

7.1 Not Medical Advice

Med Concierge is not a medical device, is not FDA-cleared, and does not provide medical advice, diagnosis, or treatment. Benefit information, drug cost estimates, provider information, medication reminders, adherence history, refill alerts, drug-interaction notes, voice-assistant answers, Visit Prep questions, and Decode Results interpretations are all informational and educational only. They are not a substitute for a licensed healthcare provider’s judgment. Always consult your doctor or pharmacist before making medical or medication decisions.

If you believe you are experiencing a medical emergency, call 911 or go to the nearest emergency room. For medication overdose or poisoning, call Poison Control at 1-800-222-1222.

7.2 Not Insurance Advice

Coverage, copay, and benefit information displayed in the App is sourced from public CMS data and from your plan’s Summary of Benefits. It may not reflect every plan exception, limitation, or recent change. For binding information about your coverage, refer to your plan’s Evidence of Coverage or call our agent team at (844) 463-2931.

7.3 Medication Features — Best-Effort, Not Clinical

• Reminder delivery is not guaranteed. Reminders are delivered through Apple, Google, and Expo push services. Device settings (Do Not Disturb, battery optimization, silent mode, app force-quit), operating-system behavior, notification permissions, network outages, low battery, low storage, and phone-off state can all suppress or delay a reminder. You should not rely on Med Concierge as your only method for remembering your medications.
• Dose logs are self-reported. The adherence history we show is based on what you log in the App. It is not pulled from your pharmacy and does not verify that a medication was actually taken.
• Refill alerts are estimates. Actual refill eligibility is controlled by your pharmacy and insurer.
• Drug-interaction warnings are general references, not a clinical drug-interaction screen. Always consult your pharmacist before starting, stopping, or changing a medication.
• Members with medications that require strict timing (for example, insulin, anti-rejection drugs, anticoagulants) should use multiple independent methods to ensure doses are taken on time and should consult their doctor or pharmacist about any adherence tool.

7.4 AI-Generated Content

The App uses artificial intelligence (primarily Anthropic’s Claude, with Google Gemini as fallback) to generate responses to voice questions, prepare lists of questions to bring to a doctor visit, and interpret photos of lab reports or After-Visit Summaries. AI-generated content:

• is provided to you for your personal use only
• may be incomplete, outdated, or inaccurate
• is not reviewed by a licensed healthcare provider before it is shown to you
• must not be used to make medical decisions for any other person
• must not be held out as the advice of a licensed healthcare provider

7.5 Decode Results

Lab and After-Visit Summary translations produced by the Decode Results feature are educational only. They are not a diagnosis. AI interpretation may miss values, misread handwriting, or apply the wrong reference range. Always confirm with the clinician who ordered the test before changing any aspect of your care.

7.6 Visit Prep

AI-generated question lists are starting points for a conversation with your doctor, not clinical recommendations. Your doctor knows your history best.

7.7 “AS IS” Basis

Except as expressly stated in these Terms, the Services are provided “AS IS” and “AS AVAILABLE.” To the fullest extent permitted by applicable law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, and quiet enjoyment. Some jurisdictions do not allow the exclusion of certain warranties; in those jurisdictions, the excluded warranties apply only to the extent required by law.

8. Prohibited Uses

You agree not to:

• use the Services other than for your own personal Medicare benefit management (or, if you are an invited caregiver, to assist the member who invited you)
• create an account on behalf of another person without that person’s knowledge and authorization, or impersonate any person
• attempt to access another member’s account, data, or session
• reverse-engineer, decompile, disassemble, or attempt to extract the source code, AI models, or AI prompts used by the App
• transmit viruses, malware, or other malicious code, or deploy automated scripts, bots, scrapers, or crawlers against the Services
• circumvent or attempt to circumvent any security feature, rate limit, or access control
• submit photos of lab reports, After-Visit Summaries, or any other document that is not your own, or that depicts another person, without that person’s permission
• use Decode Results output to make medical decisions for any other person
• submit voice questions or messages impersonating another person
• use the App to commit or facilitate Medicare fraud, false claims, or any other unlawful conduct involving a plan
• violate any applicable federal, state, or local law or regulation in connection with your use of the Services

We may suspend or terminate your access immediately if we reasonably believe you have engaged in any prohibited conduct.

9. Intellectual Property

9.1 Our Intellectual Property

Med Concierge and its licensors own all right, title, and interest in and to the App, the website, the AI prompts and prompt engineering, the compiled models and training we license from third parties, the user-interface design, trademarks (“Med Concierge,” logos), and all related intellectual property. You receive a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to access and use the Services on a device you own or control, solely for the personal purposes described in Section 4 and subject to these Terms. This license terminates automatically if you violate these Terms or stop using the Services.

9.2 Outputs Generated for You

Outputs the App generates in response to your inputs — including decoded lab results, Visit Prep question lists, and voice-assistant answers — are provided to you for your personal use. We retain all rights in the underlying AI models, prompts, and systems that produce those outputs.

9.3 Feedback

If you send us feedback, suggestions, or ideas, you grant us a perpetual, irrevocable, worldwide, royalty-free license to use that feedback without restriction or compensation.

10. User-Submitted Content

When you submit content to the App — including but not limited to photos for Decode Results, voice questions, typed messages, medication reminders you add, transportation addresses, appointment reasons, Visit Prep inputs, screening answers, and caregiver invitations — you grant Med Concierge a worldwide, non-exclusive, royalty-free, sublicensable license to use, copy, transmit, process, and display that content solely to provide the Services you have requested, including:

• transmitting images to our AI provider for decoding
• routing voice questions to our AI provider for interpretation
• coordinating transportation with our licensed agent team
• storing records so you can review them in your in-app history
• generating Visit Prep question lists from your inputs

This license terminates when you delete the content, except for (a) copies of processed outputs retained under Section 17 of our Privacy Policy (Data Retention), (b) backups held for the duration of their retention period, and (c) records required to be retained by HIPAA, CMS, or state insurance law.

You represent and warrant that:

• you have the right to submit each piece of content
• your submissions do not infringe any third-party rights, including the privacy rights of any person depicted in or described by the content
• any photo you submit is your own medical record or a record for which you have written permission to submit

We may refuse to process or may remove content that we reasonably believe violates these Terms or applicable law.

11. Limitation of Liability

To the fullest extent permitted by applicable law:

• Med Concierge, its officers, directors, employees, agents, and service providers shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including lost profits, lost data, business interruption, or loss of goodwill, arising out of or in connection with the Services, even if advised of the possibility of such damages.
• Our aggregate liability for any and all claims arising out of or in connection with the Services shall not exceed the greater of (a) five hundred dollars ($500) or (b) the total fees you have paid to Med Concierge in the twelve (12) months immediately preceding the event giving rise to the claim.
• The above cap and the exclusions of indirect damages do not apply to (i) Med Concierge’s indemnification obligations, (ii) liability for gross negligence, willful misconduct, or fraud, (iii) liability for violation of the California Consumer Privacy Act, the Colorado Privacy Act, or any other state or federal statute where such limitation is prohibited by law, or (iv) liability that cannot be limited or excluded under applicable law.

Without limiting the foregoing, Med Concierge is not liable for any damages arising from:

• a medication reminder that was delayed, suppressed, or not delivered, for any reason including device state, operating-system behavior, notification permissions, network outages, or software defects
• any dose taken, missed, or duplicated based on information shown in the App
• any refill-timing estimate that diverges from actual pharmacy or plan rules
• any drug-interaction warning that was shown, not shown, or inaccurate
• any reliance on a Decode Results interpretation or Visit Prep question list
• any voice-assistant answer that was incomplete, outdated, or inaccurate
• any actions taken or not taken by the transit provider who ultimately delivers a ride you booked

Some jurisdictions do not allow certain limitations of liability; in those jurisdictions our liability is limited to the maximum extent permitted by law.

12. Indemnification

You agree to indemnify, defend, and hold harmless Med Concierge, its parent and affiliated entities, and their respective officers, directors, employees, agents, and service providers from and against any claim, demand, loss, damage, cost, or expense (including reasonable attorneys’ fees) arising out of or related to:

• your violation of these Terms or our Privacy Policy
• your violation of any applicable law or regulation
• your submission of content to the App that infringes or violates any third-party right
• your misuse of any feature of the Services, including Decode Results, Visit Prep, transportation booking, and medication reminders
• any misrepresentation by you regarding your identity, eligibility, or authorization

We reserve the right, at our own expense, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, and you agree to cooperate with our defense. This indemnification obligation does not apply to damages resulting from Med Concierge’s own gross negligence or willful misconduct.

13. Updates to the Services and to These Terms

13.1 Service Updates

We may update, modify, or discontinue features of the Services at any time. We will not charge you for an update, and we will not retroactively reduce your rights under these Terms without your consent.

13.2 Terms Updates

• Material changes — including changes to how we collect, use, or disclose your information, changes to the arbitration provision (Section 20), changes that expand your obligations, or changes to the limitation of liability — will require affirmative re-acceptance through the in-app consent flow before you can continue using the App.
• Non-material or clarifying changes will be posted on this page with an updated “Last Updated” date; continued use after a non-material update constitutes acceptance.
• For material changes, we will additionally notify you by email at the address associated with your account.

14. Termination

14.1 Termination by You

You may stop using the Services at any time. Signing out removes all cached data from your current device. Full account deletion is available from the in-app Settings screen (records subject to HIPAA, CMS, or state insurance record-keeping rules will be retained for the required period — see Section 17 of our Privacy Policy).

14.2 Termination by Us

We may suspend or terminate your access at any time, with or without cause, including if we reasonably believe you have violated these Terms or engaged in conduct harmful to us, to another member, or to the integrity of the Services.

14.3 Survival

Sections 5 (HIPAA), 7 (Disclaimers), 9 (Intellectual Property), 10 (User-Submitted Content), 11 (Limitation of Liability), 12 (Indemnification), 15 (Force Majeure), 20 (Arbitration), 21 (Governing Law), and any other provision that by its nature should survive, will survive termination.

15. Force Majeure

Neither party will be liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including natural disasters, pandemics, fire, flood, labor disputes, civil unrest, cyber-attacks, failures of the public Internet or cloud infrastructure, acts of government, or failures of third-party service providers (including Apple, Google, Expo, Anthropic, Twilio, Zoho, and the insurance carriers).

16. Third-Party Services and Beneficiaries

The Services rely on third-party platforms and providers listed in Section 7 of our Privacy Policy. Your use of those platforms and providers is governed by their own terms and privacy policies.

No third party is an intended third-party beneficiary of these Terms, except our service providers solely with respect to any license you grant them to process your content under Section 10.

17. DMCA / Copyright Notice and Takedown

If you believe content accessible on or through the Services infringes your copyright, please send a notice to our designated agent that includes:

1. a physical or electronic signature of the copyright owner or authorized agent
2. identification of the copyrighted work claimed to have been infringed
3. identification of the material alleged to be infringing
4. your contact information
5. a statement that you have a good-faith belief that use of the material is not authorized
6. a statement, under penalty of perjury, that the information in the notice is accurate and that you are authorized to act

18. SMS, Push, and TCPA Consent

By providing your phone number and using the Services, you consent to receive SMS messages and push notifications from Med Concierge related to your account (verification codes, medication reminders, ride and appointment confirmations, plan notifications, and follow-ups).

To stop SMS, reply STOP to any text message. You may also turn off SMS follow-ups, medication check-ins, and the Plan Extras and Visit Prep nudges independently from the Communication Preferences section of the in-app Settings screen.

See Sections 12–14 of our Privacy Policy for additional detail on communications, campaigns, and TCPA compliance.

19. Data Retention and Your Rights

The retention schedule and your HIPAA / state-law rights are described in Sections 17 and 19 of our Privacy Policy. The Privacy Policy is incorporated by reference into these Terms; to the extent of any conflict between these Terms and the Privacy Policy regarding data handling, the Privacy Policy controls.

20. Binding Arbitration and Class-Action Waiver

20.1 Binding Arbitration

Any dispute, claim, or controversy arising out of or relating to these Terms, the Services, or any interaction between you and Med Concierge — whether based in contract, tort, statute, fraud, misrepresentation, or any other legal theory — shall be resolved by final and binding arbitration administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules in effect at the time of the claim.

Arbitration shall take place in Broward County, Florida, unless you and Med Concierge mutually agree otherwise. The arbitrator’s award shall be final and may be entered as a judgment in any court of competent jurisdiction.

20.2 Class-Action Waiver

You and Med Concierge agree that any dispute shall be brought in an individual capacity only, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding. The arbitrator may not consolidate more than one person’s claims and may not preside over any form of representative proceeding.

20.3 30-Day Opt-Out

You may opt out of this Section 20 by sending written notice to support@medconcierge.com within thirty (30) days of first accepting these Terms, including your name, phone number, and a statement that you elect to opt out of arbitration. Opting out does not affect any other provision of these Terms.

20.4 Carve-Outs

Notwithstanding the foregoing:

• Either party may seek injunctive or equitable relief in a court of competent jurisdiction for violation of Section 8 (Prohibited Uses), Section 9 (Intellectual Property), or Section 10 (User-Submitted Content).
• Either party may bring an individual small-claims action in a court of competent jurisdiction for any dispute within the jurisdictional limit of that court.
• Nothing in Section 20 prevents you from filing a complaint with a government agency (including the U.S. Department of Health and Human Services Office for Civil Rights, state insurance commissioners, the Federal Trade Commission, or a state attorney general) or from participating in an investigation brought by a government agency.

20.5 Severability of Arbitration Provisions

If the class-action waiver in Section 20.2 is found to be unenforceable, then the entirety of Section 20 is unenforceable and the dispute shall be resolved in court under Section 21. The remaining provisions of these Terms continue in full force.

21. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict-of-law principles. Subject to Section 20 (Arbitration), any dispute not resolved in arbitration shall be brought exclusively in the state or federal courts located in Broward County, Florida, and you consent to the personal jurisdiction and venue of those courts.

22. Severability

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

23. Assignment

You may not assign or transfer these Terms, by operation of law or otherwise, without our prior written consent. Any attempted assignment in violation of this Section is void. Med Concierge may freely assign these Terms in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets.

24. Notices

We may give notices to you (i) through the App, (ii) by SMS to the phone number on file, or (iii) by email to the address on file. Notices to Med Concierge must be sent to support@medconcierge.com or by mail to:

25. Entire Agreement

These Terms, together with our Privacy Policy and any in-app agreements you accept, constitute the entire agreement between you and Med Concierge regarding the Services and supersede all prior or contemporaneous understandings, whether written or oral. Our failure to enforce any right or provision is not a waiver of that right or provision.

26. Contact Us

Agency Information: 1 World Insurance LLC is a licensed insurance agency. NPN: 20116201.

Medicare Disclaimer: Not affiliated with or endorsed by the United States government or the federal Medicare program. Medicare has neither reviewed nor endorsed this information.