Terms of Use

These Terms of Use (the “Terms”) form an agreement between you and Lyla Health (“Lyla Health,” “we,” “us,” or “our”). By accessing or using our websites, mobile experiences, patient portal, digital tools, or related services (together, the “Services”), you agree to be bound by these Terms and by all applicable laws and regulations.

If you do not agree with these Terms, please do not access or use the Services. If you use the Services on behalf of another person or an organization, you confirm that you have the authority to accept these Terms for them.

Additional terms may apply to specific services, programs, promotions, or offerings — for example, consent forms for telehealth visits, membership or subscription terms, or program-specific rules. Where additional terms apply, they supplement these Terms, and if there is a conflict, the additional terms control for that specific service.

To create an account or use the Services, you generally must:

• Be at least 18 years of age, or the minimum age required in your state.
• Have the legal capacity to enter into a binding agreement, or be assisted by a parent or legal guardian where required by applicable law;
• Be physically located in a jurisdiction where the applicable Services are offered;
• Provide accurate and complete information about yourself.

Where a parent or legal guardian is involved, that adult is responsible for the account, for the accuracy of information provided, and for compliance with these Terms.

Healthcare services are available only in states where a participating provider is licensed and where the service is legally permitted. Availability may change at any time.

Lyla Health operates digital platforms and technology that help people find, access, and manage healthcare-related services. Our platform supports scheduling, virtual visits, secure messaging, care navigation, and related digital health tools.

Lyla Health is a technology platform. Clinical care is delivered by licensed healthcare professionals and by the professional entities or organizations with which they are affiliated. Those professionals exercise independent clinical judgment and are solely responsible for the care they provide.

Some services may be supported by third-party organizations, such as pharmacies, laboratories, medical groups, or vendors. Nothing in these Terms should be read to imply that every healthcare provider available through the Services is employed by Lyla Health.

Information available through our websites and digital tools is general in nature. It is not a diagnosis, a treatment recommendation, or medical advice unless it is provided to you by a licensed healthcare professional within an established clinical relationship.

• The Services are not a substitute for emergency medical care or for in-person evaluation when that is clinically necessary.
• Healthcare decisions are made by qualified healthcare professionals based on your individual circumstances, history, and applicable clinical standards.
• Availability of telehealth depends on applicable law, provider licensure, your location at the time of the visit, and clinical appropriateness.
• Always talk with your treating clinician before starting, stopping, or changing any treatment.

The Services are not intended for medical emergencies. If you believe you are experiencing a medical emergency, contact your local emergency services immediately or go to the nearest emergency department.

Do not use our website, chat, messaging, patient portal, or telehealth visits to report an emergency or a time-sensitive, life-threatening condition. Messages and requests submitted through the Services are not monitored continuously, and response times are not guaranteed.

If you are in crisis or thinking about harming yourself or someone else, seek immediate help from local emergency services or an appropriate crisis resource in your area.

Telehealth is the delivery of healthcare using secure audio, video, messaging, or other electronic communication when you and the clinician are in different locations. Before a telehealth visit, you may be asked to review and accept a separate telehealth consent.

What you should understand about virtual care

• Clinicians may treat you only if they are licensed in the state where you are located at the time of the visit.
• Technology limitations — including internet connectivity, device performance, and audio or video quality — can affect a visit and, in rare cases, interrupt or end it.
• A remote examination has limits. Some conditions require physical examination, imaging, or laboratory testing that cannot be performed virtually.
• A clinician may determine that telehealth is not clinically appropriate for your situation and may recommend in-person evaluation, referral, or urgent or emergency care.
• Visit documentation is generally added to your medical record and handled under applicable privacy laws.

Some features require an account. Your account is personal to you and may not be shared, sold, or transferred.

• You are responsible for all activity that occurs under your account.
• You agree to keep your contact, insurance, and health information accurate and current.
• We may suspend, restrict, or terminate an account that appears to be inaccurate, compromised, or used in violation of these Terms.

You are responsible for maintaining the confidentiality of your account credentials, including your password, one-time codes, and any device used to access the Services.

• Choose a strong, unique password and do not reuse it on other sites.
• Do not allow another person to use your credentials or access your health records.
• Notify us promptly at privacy@lylahealth.com if you suspect unauthorized access to your account.

We may require identity verification, additional authentication steps, or a password reset to protect your account and your health information.

Subject to these Terms, you may use the Services for your own personal, non-commercial purposes: learning about care options, scheduling and attending visits, communicating with your care team, managing your account, and accessing digital health tools made available to you.

The Services may change over time. We may add, modify, suspend, or discontinue features, and we may set limits on certain functionality, with or without notice where permitted by law.

Please use the Services responsibly. You agree not to:

• Use the Services for unlawful, fraudulent, or deceptive purposes;
• Impersonate another person or misrepresent your identity, age, or health history;
• Access accounts, records, or systems you are not authorized to access;
• Probe, scan, or attempt to compromise the security or integrity of the platform;
• Reverse engineer, decompile, or attempt to derive source code from the Services;
• Scrape, crawl, or use automated tools to extract data without our written permission;
• Interfere with, overload, or disrupt the Services or related infrastructure;
• Upload viruses, malware, or other harmful code;
• Harass, threaten, or abuse healthcare providers, staff, or other users;
• Seek prescriptions or care through false statements, or use the Services in a way they were not intended.

We may investigate suspected violations and take appropriate action, including suspending access and reporting activity to authorities where required by law.

Healthcare providers available through the Services exercise independent professional judgment in caring for patients.

• Clinical decisions are made by licensed healthcare professionals, not by Lyla Health.
• A provider may determine that a requested treatment, test, or prescription is not clinically appropriate.
• Lyla Health does not guarantee that any particular diagnosis, treatment, medication, prescription, letter, or documentation will be provided.
• A provider may recommend in-person care, additional evaluation, referral to a specialist, or emergency services.

• Prescriptions are never guaranteed. Payment for a visit is payment for a clinician’s time and evaluation, not for a specific outcome, medication, or document.
• Prescribing decisions are made by licensed healthcare professionals based on clinical judgment and applicable federal and state law.
• Certain medications or treatments may not be appropriate for remote evaluation and may be unavailable through telehealth.
• Pharmacies independently review and dispense medications, and may apply their own requirements, pricing, and timelines.
• Medication availability, formulary coverage, and supply can vary by pharmacy and over time.
• Always follow the instructions provided by your clinician and pharmacist, and read all labeling and safety information.

Fees for visits, programs, or subscriptions are disclosed before you complete a purchase. By providing a payment method, you authorize us or our payment processor to charge the applicable amounts.

Insurance

Where insurance is accepted, claims may be submitted to your plan on your behalf. Coverage, benefits, copayments, deductibles, coinsurance, and out-of-pocket amounts are determined by your insurance plan and applicable policies,  not by Lyla Health. We cannot guarantee coverage, reimbursement, or the amount your plan will pay. You remain responsible for amounts your plan does not cover.

Self-pay, subscriptions, and refunds

• Self-pay pricing is shown before checkout and is subject to change.
• Subscription or membership fees, if offered, renew on the stated schedule until cancelled.
• Refunds and cancellation or late-cancellation fees are handled under our billing policy.
• Pricing may change prospectively; we will provide notice where required by law.

Payments may be processed by third-party payment processors subject to their own terms.

We may contact you by email, SMS/text message, phone call, in-app notification, patient portal message, or other digital methods.

Essential service communications

These include appointment confirmations and reminders, clinical or care-team messages, billing and insurance notices, security alerts, and account or legal notifications. You generally cannot opt out of these while you use the Services, although you may be able to change the channel used.

Optional marketing communications

These include newsletters, product updates, and promotional messages. You may opt out at any time using the unsubscribe link, replying STOP to text messages where offered, or adjusting your communication preferences. Message and data rates may apply. Where consent is required for automated messages, we will obtain it before sending.

“User Content” means information you submit through the Services, such as intake responses, messages, uploaded photos or documents, and feedback.

• You are responsible for the accuracy and legality of the content you submit.
• Do not submit content that is unlawful, fraudulent, infringing, or that you are not authorized to share, including another person’s health information.
• Health information you provide as part of receiving care becomes part of your record and is handled under applicable privacy laws, our Privacy Policy, and our Notice of Privacy Practices.
• For non-clinical content such as reviews or feedback, you grant Lyla Health a non-exclusive, royalty-free license to use it to operate and improve the Services, in a manner consistent with applicable privacy law.

Lyla Health and its licensors may own rights in the Services, including website and app content, branding, logos, trademarks, software, designs, text, graphics, interfaces, and documentation. These are protected by intellectual property laws.

We grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Services for their intended personal purpose. You may not copy, reproduce, modify, create derivative works from, distribute, publicly display, frame, sell, or otherwise exploit the Services or their content without our prior written permission, except as allowed by law.

Materials provided to you as part of your care — such as visit summaries or after-visit instructions — may be used for your personal healthcare purposes.

The Services may integrate with or rely on third parties, such as technology vendors, payment processors, pharmacies, laboratories, scheduling or communication tools, and analytics providers. The Services may also link to websites we do not control.

Third-party services are governed by their own terms and privacy policies. We do not control and are not responsible for third-party content, products, availability, or practices. Review their terms before using them. 

Our collection and use of personal information is described in our Privacy Policy. Where applicable, protected health information is governed by our Notice of Privacy Practices, which explains how health information may be used and disclosed and describes your rights.

Except where prohibited by law, the Services are provided on an “as is” and “as available” basis. To the extent permitted by applicable law, Lyla Health disclaims implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

• We do not warrant that the Services will be uninterrupted, timely, secure, or error-free, or that defects will be corrected.
• General information on our websites may not be complete or current and is not tailored to your circumstances.
• Technology, connectivity, and device limitations may affect access to the Services.
• We do not guarantee clinical outcomes, treatment results, or that any specific service, provider, or appointment time will be available.
• We are not responsible for the acts or omissions of third parties such as pharmacies, laboratories, insurers, or payment processors.

Nothing in this section limits any warranty or protection that cannot be disclaimed under applicable law, and nothing here disclaims the professional responsibility of licensed healthcare providers.

To the maximum extent permitted by applicable law, Lyla Health and its affiliates, officers, employees, and agents will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost data, or loss of goodwill, arising out of or related to your use of the Services.

To the maximum extent permitted by law, our total aggregate liability arising out of or related to the Services will not exceed.

Exceptions. These limitations do not apply to liability that cannot be limited or excluded under applicable law, including liability for gross negligence, willful misconduct, fraud, personal injury caused by negligence where such limitation is prohibited, or professional liability of licensed healthcare providers. Some states do not allow certain limitations, so parts of this section may not apply to you.

To the extent permitted by law, you agree to indemnify, defend, and hold harmless Lyla Health and its affiliates and their respective officers, employees, and agents from third-party claims, damages, losses, liabilities, and reasonable costs and attorneys’ fees arising out of or related to: (a) your violation of these Terms; (b) your misuse of the Services; (c) content you submit; (d) your violation of applicable law or the rights of another person; or (e) inaccurate information you provide.

We may assume the exclusive defense and control of any matter subject to indemnification, in which case you agree to cooperate with us.

Please read this section carefully. It may affect how disputes between you and Lyla Health are resolved.

Informal resolution first. Before starting a formal proceeding, please contact legal@lylahealth.com so we can try to resolve the issue.

Arbitration provisions are not enforceable in every jurisdiction or for every type of claim.

These Terms and any dispute arising out of them are proposed to be governed by the laws of the State of Delaware, without regard to its conflict-of-laws principles, subject to legal review.

Applicable federal law and the laws of the state where you receive care may also apply, including laws governing healthcare, professional licensure, privacy, telehealth, and consumer protection. Nothing in these Terms deprives you of the protection of mandatory provisions of the law of your state of residence.

We may suspend or terminate your access to all or part of the Services if we believe you have violated these Terms, if suspension is needed to protect patients, providers, or the platform, or as otherwise permitted by law. You may stop using the Services or request account closure at any time.

Termination does not eliminate obligations that accrued before termination, such as outstanding balances. Provisions that by their nature should survive — including User Content, Intellectual Property, Disclaimers, Limitation of Liability, Indemnification, Dispute Resolution, and Governing Law — survive termination.

Your medical records are retained and made available as required by applicable law and record-retention policies.

We may update these Terms from time to time to reflect changes in our Services, technology, or applicable law. The “Last Updated” date at the top of this page shows when the current version took effect.

• For material changes, we will provide reasonable notice — for example, by email, in-app notice, or a prominent notice on this page — where required or appropriate.
• Changes take effect on the stated effective date.
• Continued use of the Services after the effective date means you accept the updated Terms.
• We recommend reviewing this page periodically.

• Entire agreement. These Terms, plus any additional terms that apply to a specific service, are the entire agreement between you and Lyla Health regarding the Services.
• Severability. If a provision is found unenforceable, the rest remains in effect.
• No waiver. Our failure to enforce a provision is not a waiver of it.
• Assignment. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or reorganization.
• Force majeure. We are not liable for delays or failures caused by events beyond our reasonable control.
• Notices. We may provide notices by email, in-app message, or posting on the Services.
• Headings. Section headings are for convenience only.

Lyla Health may offer an AI-powered health concierge or chat experience that helps you explore care options, understand common health topics, and find an appropriate next step. The AI concierge is a navigation and information tool. It is not a healthcare provider, does not practice medicine, and does not provide diagnosis or treatment.

• Informational only. Responses are generated automatically and are for general informational purposes. They do not replace professional medical advice, diagnosis, or treatment by a licensed clinician.
• Possible inaccuracy. AI systems can produce incomplete or incorrect information. Please do not rely on the concierge as your only source of health information, and confirm anything important with a licensed healthcare professional.
• No emergency use. Never use the AI concierge for emergencies or urgent symptoms. See No Emergency Services.
• Information you share. Conversations may be processed, stored, and reviewed to operate and improve the service, as described in the Privacy Policy and, where applicable, the Notice of Privacy Practices. Share only what you are comfortable sharing.
• Human clinical review. Any clinical decision, prescription, or treatment plan is made by a licensed healthcare professional, not by the AI concierge.