Effective date: April 15, 2022
We are pleased to announce that Grand Rounds, Inc., Doctor On Demand, Inc. and Included Health Communities are now part of Included Health, Inc.
We are in the process of integrating our terms and services to provide more options and help you find the care you need, when you need it, regardless of which services you use.
In the meantime, the use of the Included Health, Doctor On Demand, Grand Rounds, and Included Health Communities affiliated websites, and any of the related Included Health products and services linked to this document or described below (collectively, “Services” unless otherwise specified), is subject to all of the terms, agreements, statements of rights, consent forms, and policies referenced and linked here, which applied prior to the integration to the Grand Rounds, Doctor On Demand, and Included Health Communities websites, services, and applications.
We encourage you to read these documents to understand the terms, policies, and more that apply to you when you use our websites, products, or services, including how we process your personal information and how you can update and manage that information.
As we further integrate, our plan is to continue to update and consolidate these documents in the coming months to make it easier for you to understand what to expect from us—and what we expect from you—as you use our Services.
Please also note, for members of our recently-launched Included Health unified application, many features of the Doctor On Demand application have been integrated into the unified application (and many more features to come over the ensuing months), with the goal to provide you a seamless digital health experience. However, some features have not yet been incorporated, and you may need to visit the Doctor On Demand application to access certain of these features.
Included Health Terms of Service
Welcome and thank you for visiting Included Health!
Included Health, Inc. (“Included Health”, “Company”, “we”, “us”, or “our”) operates the websites located at includedhealth.com and doctorondemand.com, and other websites, products, services, and mobile applications with links to this Terms of Service (“Terms”), including without limitation the Doctor On Demand webpages and secure applications (collectively, the “Sites” or “Websites”, unless otherwise specified). Users of the Sites or Services are referred below as “Users”, “Members”, “you”, “your”, or “yours”.
Update To These Terms and Conditions
Included Health’s Sites are owned and operated by Included Health. Our Sites are continually under development and changes to the Sites or Services may be made at any time. We reserve the right to revise or remove any part of these Terms in our sole discretion at any time and without prior notice to you, unless where legally required. Thus, you should visit this page periodically for changes. Any changes to these Terms are effective upon posting to the Sites, unless otherwise specified. If you disagree with these Terms, your sole remedy is to discontinue your use of the Sites and Services. Your continued use after a change has been posted constitutes your acceptance of the changes.
Health Services & Information
While we contract with the Doctor On Demand Professionals for provision of certain virtual care Services, not all of our Users receive such Services. Dial 911 if you are in an emergency life-threatening situation or need emergency medical attention. General health information that may be contained on one of our Sites is not a substitute for professional health care.
Privacy & Communications
Short Message Service or SMS
Included Health or its affiliates may contact you by short message service (“SMS”) text message from time to time regarding your account or the Services to provide appointment reminders, service announcements, privacy notices, administrative messages and other communications about the Services (“SMS Communications”). These SMS Communications are considered part of the Services and your account.
You can stop receiving SMS Communications from us at any time by texting “STOP” to the number from which you receive the SMS Communications. Alternatively, if you are registered, you may click here to contact support or submit a message through the “chat” experience once logged-in. You may also call our general support toll free line at (855) 431-5533. If you send the message “STOP” to us, we will send you a reply message to confirm that you have been unsubscribed from SMS Communications. After this, you will no longer receive SMS Communications from us. You agree that if you request to opt out from future SMS Communications, we may send you a one-time opt-out confirmation SMS text message. After this, you will no longer receive SMS Communications from us.
For support: See above for instructions on calling us or text HELP in response to an SMS on your device. If you send us a SMS text message, we will reply with instructions on how to receive SMS Communications as well as how to unsubscribe from SMS Communications; if you call our toll-free number, we will provide this information over the phone. The number of SMS text messages we send as Communications will depend on the frequency of your use of the Services. Our SMS Communications program may not be available on all wireless carriers. Standard carrier message and data rates apply.
You agree that we may send to you additional communications through electronic means including, but not limited to, (1) by email, using the address that you provided to us during registration, (2) push notifications on your tablet or mobile device, or (3) by posting communications on the Sites (collectively, “Communications”).
The delivery of any SMS or other Communications from us is effective when sent by us, regardless of whether you read the SMS or other Communication. You can withdraw your consent to receive Communications by deactivating your Account, or as otherwise specified and provided.
You acknowledge that text messages and emails are not always secure and there is a risk that such messages and emails will be intercepted because they travel over networks that we do not control. As such, we cannot guarantee the security or confidentiality of messages sent by text messages or email. By providing us with your cell phone number and email address, you agree that we may communicate with you by text message and email, despite these risks.
You are not obligated to register with Included Health in order to access our Sites. However, certain of the Services are only available to users who are eligible to and have registered with us or other persons affiliated with us who have been granted user IDs and passwords (“Secure Users”).
If you are a Secure User:
- You agree to accurately provide, maintain and update any information about yourself that you have provided to us. If you do not maintain such information, or we have reasonable grounds to suspect as much, we have the right to suspend or terminate your account and your use of the Sites or Services.
- You may have one Secure User account on the Sites at any given time and only you may use your designated account to access the Sites.
- You also agree to promptly notify us of any unauthorized use of your username, password or any other breach of security that you become aware of involving or relating to the Sites by contacting us using the below contact information.
- In addition, you agree to exit from your Secure User account at the end of each session.
We explicitly disclaims liability for any and all losses and damages arising from your failure to comply with this section.
Included Health’s Sites are not intended for children under the age of 13. If you are under 13 years of age, please do not use or access our Sites at any time or in any manner. By using our Sites, you affirm that you are over the age of 13. We do not seek through our Sites to gather personal information from or about persons under the age of 13 without the consent of a parent or guardian.
If you are a parent or guardian and discover that your child under the age of 13, or equivalent minimum age depending on jurisdiction, has obtained an Included Health account, then you may alert us at the contact information below under “Contact Us”, and request that we delete that child’s personal information from our systems. If we learn that we have collected the personal information of a child under 13, or equivalent minimum age depending on jurisdiction, outside the above circumstances we will take steps to delete the information as soon as possible, except where prohibited by applicable law.
Sites Security & Acceptable Use
Included Health’s Sites require users to create unique identifiers (such as a username and password) in order to log into many areas of the Sites. We utilize these unique identifiers to verify the user’s identity and eligibility, in order to protect our members from the release of sensitive or personally identifiable information to unauthorized users. To help protect the privacy of data you transmit through the Sites, where personally identifiable information is requested, we also use technology designed to encrypt the information that you input before it is sent to us using Secure Sockets Layer (SSL) technology or similar encryption technology. In addition, we take steps to protect the user data we collect against unauthorized access. However, you should keep in mind that the Sites and our Services are run on software, hardware and networks, any component of which may, from time to time, require maintenance or experience problems or breaches of security beyond our control.
You must exercise caution, good sense and sound judgment in using the Sites. You are prohibited from violating, or attempting to violate, the security of the Sites. Any such violations may result in criminal and/or civil penalties against you. We may investigate any alleged or suspected violations and if a criminal violation is suspected, we will cooperate with law enforcement agencies in their investigations.
In your use of our Sites or any Services, you agree not to:
- Send or otherwise transmit to or through our Sites 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 Sites 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 Sites, disclose personal information obtained from the Sites or collect information about users of the Sites;
- Reverse engineer, disassemble or decompile any section or technology on the Sites, or attempt to do any of the foregoing;
- Gain unauthorized access to the Sites, to other users’ accounts, names, personally identifiable information or other information, or to other computers or websites connected or linked to the Sites;
- Launch or use any automated system, including without limitation, “robots,” “spiders,” or “offline readers,” that access the Sites 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 Sites 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 or these Terms;
- Use abusive, harassing or threatening language or make abusive, harassing, bullying or threatening communications toward any staff member, any physician, or any other user of the Sites;
- Create a hostile environment for any staff member, any physician, or any other user of the Sites based on such person’s race, age, national origin, disability, gender or reassignment thereof, religion or belief, sex, sexual orientation, marriage/partnership status, or pregnancy/maternity.
- Alter or modify any part of the materials or Services offered on the Sites; or
- Assist or permit any persons in engaging in any of the activities described above.
Any of the foregoing may result in actions including but not limited to termination of your access to the Sites or any of the Services.
Our Intellectual Property Rights
The content on the Sites, including without limitation, any text, software, graphics, photos, sounds, music, videos, audiovisual combinations, patents, interactive features, any trademarks, service marks and logos contained therein and any other materials you may view on, access through, or contribute to the Sites (collectively “Materials”) are owned by or licensed to Included Health, subject to copyright, trademark and other intellectual property rights under United States and foreign laws and international conventions.
No Materials from the Sites may be copied, reproduced, republished, uploaded, posted, transmitted, or distributed in any way without written permission of the rights owner. You agree not to circumvent, disable, or otherwise interfere with security related features of the Sites or features that prevent or restrict use or copying of any Materials or content. These Terms permit you to use the Sites for your personal, non-commercial use only.
Modification of any Materials or use of any Materials for any other purpose is a violation of the copyrights and other proprietary rights of Included Health, or of other entities or persons where so indicated, unless Included Health or the owner has provided said Material for such express purpose. Permission for all other uses of Materials contained herein, including reproducing and distributing multiple copies or using Materials on any other website or networked computer or linking to any secured or private page at the Sites must be obtained from Included Health or the appropriate rights owner in advance; otherwise, such use is prohibited. Requests for such authorization from Included Health should be submitted via an email to firstname.lastname@example.org.
All design rights, databases and compilation and other intellectual property rights associated with the Sites, in each case whether registered or unregistered, and related goodwill, are proprietary to Included Health.
Links to Other Sites
As you view the Sites, you may see links to third-party websites. These links are for convenience only. If you use these links, you will leave the Sites. Certain of these linked websites may make use of Included Health’s proprietary intellectual property rights (such as copyrights, trademarks, service marks, logos and trade names) under license from us. We are not responsible for the availability or content of these other websites or for any viruses or other damaging elements encountered in linking to a third-party website. In addition, providing links to these websites should not be interpreted as endorsement or approval by us of the organizations sponsoring such third-party websites or their products or services. These Terms do not apply to any other websites.
Third Party Interactions
Your interactions with entities or individuals found on or through the Sites or the Services provided through the Sites, including payment and delivery of goods or services, and any other terms, conditions, warranties or representations associated with such dealings, are solely between you and such entities or individuals. You should make whatever investigation you feel necessary or appropriate before proceeding with any online or offline transaction with any third party. You are solely responsible for, and will exercise caution, discretion, common sense and judgment in, using the Sites and disclosing personal information.
You agree that Included Health shall not be responsible or liable for any loss or damage of any sort incurred as the result of any such dealings. If there is a dispute between you and any third party, you understand and agree that we are under no obligation to become involved.
About Our Data Providers
The information in this section may not apply to you, depending on your provider.
Blue Cross and Blue Shield Licensees have made reasonable efforts to validate that the information displayed is up to date and accurate. Please call the provider prior to scheduling an appointment to verify that the provider continues to be part of the network. Neither the Blue Cross and Blue Shield Association nor any of its Licensees shall be liable for any losses, damages, or uncovered charges as a result of using this provider locator website or receiving care from a provider listed in this website.
Please contact Kaiser Permanente to obtain a copy of Kaiser Permanente’s official provider directory, which Kaiser Permanente maintains and verifies for accuracy. It is recommended that members enrolled in a Kaiser plan contact Kaiser Permanente to verify that their particular service is covered. For more information, please visit kp.org.
Please review these additional terms that apply only to the use of AMA CPT codes. CPT codes are copyright 2018 American Medical Association. All rights reserved.
CPT® Consumer Friendly Data are lay synonyms for CPT descriptors that are intended to help healthcare consumers who are not medical professionals understand clinical procedures on bills and patient portals. CPT® Consumer Friendly Data should not be used for clinical coding or documentation.
Fee schedules, relative value units, conversion factors and/or related components are not assigned by the AMA, are not part of CPT, and the AMA is not recommending their use. The AMA does not directly or indirectly practice medicine or dispense medical services. The AMA assumes no liability for data contained or not contained herein.
CPT is a registered trademark of the American Medical Association.
U.S. Government Rights. This product includes CPT and/or CPT® Consumer Friendly Data which are commercial technical data, which was developed exclusively at private expense by the American Medical Association (AMA), 330 North Wabash Avenue, Chicago, Illinois 60611. The AMA does not agree to license CPT to the Federal Government based on the license in FAR 52.227-14 (Data Rights – General) and DFARS 252.227-7015 (Technical Data – Commercial Items) or any other license provision. The AMA reserves all rights to approve any license with any Federal agency.
Our Sites are controlled and operated by Included Health from our offices within California, United States of America. Those who choose to access the Sites from other locations do so on their own initiative and are responsible for compliance with local laws, if and to the extent local laws are applicable. Access to the Sites from jurisdictions where the contents of the Sites are illegal or penalized is prohibited.
Included Health may terminate your use of the Sites or any of our features or Services at any time and for any reason without notice for conduct violating these Terms. We will terminate a user’s access to the Sites and its features or any Services if, under appropriate circumstances, the user is determined to be a repeat infringer of third party rights or in breach of the applicable Terms. Upon any such termination, you must destroy all Materials obtained from the Sites and all copies thereof. The provisions of these Terms concerning Sites security, prohibited activities, copyrights, trademarks, disclaimer, limitation of liability, indemnity and jurisdictional issues shall survive any such termination. You agree that if your use of the Sites is terminated pursuant to these Terms, you will not attempt to use the Sites under any name, real or assumed, and further agree that if you violate this restriction after being terminated, you will indemnify and hold us harmless from any and all liability that we may incur therefore.
The materials in the Sites are provided “as is” and without warranties of any kind, either express or implied. To the fullest extent permissible pursuant to applicable law, Included Health disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. We do not warrant that the functions contained in the materials will be uninterrupted or error-free, that defects will be corrected or that the Sites or the server that makes it available are free of viruses or other harmful components. We do not make any representations or warranties regarding the use or the results of the use of the materials in the Sites in terms of their correctness, accuracy, reliability or otherwise. Applicable law may not allow the exclusion of implied warranties, so the above exclusion may not apply to you.
Limitation of Liability
To the extent permitted under applicable law, under no circumstances, including, but not limited to, negligence, shall Included Health, any Provider or your payer / employer / healthcare group sponsor / health plan be liable for any compensatory, punitive, special or consequential damages that result from the use of, or the inability to use, the Sites or the Materials on it, even if we, any Provider or an authorized representative of us has been advised of the possibility of such damages. Applicable law may not allow the limitation or exclusion of liability or incidental or consequential damages, so the above exclusion may not apply to you.
You agree to indemnify, defend and hold Included Health and its directors, officers, employees, agents and contractors harmless from and against any and all claims, damages, losses, costs (including without limitation reasonable attorneys’ fees) or other expenses that arise directly or indirectly out of or from (i) your breach of any provision of these Terms, or (ii) your activities in connection with the Sites.
Owner and Data Controller
Any services associated with Included Health (including Grand Rounds, Doctor On Demand, and Communities) are all provided by, and you are thereby contracting with:
Included Health, Inc.
1 California Street, Ste. 2300
San Francisco, CA 94111
To contact us with questions or concerns about these Terms, please contact us using the information provided below under “Contact Us”.
Included Health does not accept payment in the form of cash, check, money order or insurance reimbursement (excluding Services that may involve a virtual visit with a clinician, e.g. Virtual Primary Care, Urgent Care, Behavioral Health). Major credit cards are the only accepted means of payment. If you pay by credit card, you authorize us to bill and charge the credit card indicated in your order for any fees and any other amounts provided for in your order as the same become due and payable. In the event that your credit card expires or we are otherwise unable to debit the applicable amounts from your credit card, we shall provide notice to you, whereupon you shall immediately furnish us with a valid credit card account number. Your request for services from the Sites will not be fulfilled until full payment has been received and verified.
By choosing to visit the Sites or otherwise provide information to Included Health, you agree that any dispute over your use of the Sites or these Terms will be governed by the laws of the State of California and the United States of America. You also consent to the adjudication of any disputes arising in connection with our Sites in the state and federal courts located in Santa Clara County. You also agree to attempt to mediate any such dispute and to abide by all limitations of liability contained herein.
If any provision of these Terms is unlawful, void or for any reason unenforceable, then that provision shall be deemed severable from these Terms and shall not affect the validity and enforceability of any remaining provisions.
If you have questions or concerns about these Terms, or would like to report a violation, see the below contact options:
- You may contact us by mail at:
Included Health, Inc.
1 California Street, Ste. 2300
San Francisco, CA 94111
- You may email us at email@example.com.
- If you are registered, you may click here to contact support or submit a message through the “chat” experience once logged-in.
- Or you may call our general support toll free line at (855) 431-5533.