These terms of service (“Terms”) govern your access to and use of the care.coach website and services (collectively, the “Services”) and care.coach's provision of those Services to you, including of any service under the "GeriJoy" brand. 

These terms extend and include by reference any service or payment related terms, provisions, and conditions shown to you when completing a subscription form or payment authorization for the Services (collectively, the “Service Agreement”). 

If your use of the Services is on behalf of an organization with a separate contractual agreement with care.coach, then in the event of any conflict between a term, provision, or condition of your organization's agreement and these Terms, the term, provision, or condition of your organization's agreement will supersede and take precedence over the conflicting term, provision, or condition in these Terms. 

By using any part of the Services, either in connection with a paid subscription or contract or on any no-fee basis, you are agreeing that your use of the Services will be governed by these Terms. If you do not agree to the Terms, then you are not authorized to use the Services. 

Eligibility; Capacity to Contract 

By accepting these Terms, you represent that you are at least 18 years of age (or the age of legal majority in your jurisdiction, if higher) and have the legal capacity to enter into these Terms on your own behalf, and, where applicable, on behalf of the organization you represent. The Services, including creation of an account or Authorized User access, are not directed to and may not be used by individuals under 18. This eligibility requirement applies to you and your Authorized Users; it does not require the Participant to independently accept these Terms where you or your organization have done so on the Participant's behalf, as contemplated elsewhere in these Terms. 

Scope of Services 

The Services are comprised of two main components. The first main component of the Services is care.coach's provision of hosted technology which allows you and your authorized users to (a) access and interact with a care.coach virtual avatar (the “Avatar”) and (b) to upload and download data, photos, communications and other materials to and from the care.coach website and your private care.coach portal(s) on the care.coach site (the “Family Portal” and/or the "Provider Portal"). The second main component of the Services is care.coach's provision of services by human health advocates who will support your and your authorized users’ interaction with the Avatar and your and their use of the Services more generally (“Health Advocate Services”). 

The Services may be accessed by you and those persons to whom you provide authorization. However, interaction with each Avatar will be limited primarily to one person (the “Participant”) designated by you or by your organization. You will provide a copy of these Terms to any Participant, or otherwise inform the Participant of these Terms, prior to initiating use of the Services with the Participant. 

THE SERVICES ARE FOR COMPANIONSHIP, SOCIAL ENGAGEMENT, WELLNESS EDUCATION, HEALTH-RELATED REMINDERS, AND SUPPORT PURPOSES ONLY. 

CONVERSATIONS WITH THE AVATAR ARE NOT INTENDED TO BE A SUBSTITUTE FOR MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT. CARE.COACH DOES NOT PROVIDE MEDICAL ADVICE, DIAGNOSIS, TREATMENT, CLINICAL MONITORING BY LICENSED HEALTHCARE PROFESSIONALS, OR EMERGENCY RESPONSE. COACHING, WELLNESS EDUCATION, REMINDERS, AI-GENERATED INTERACTIONS, AND HEALTH ADVOCATE SUPPORT SHOULD NOT BE INTERPRETED AS MEDICAL ADVICE. MEDICAL DECISIONS SHOULD BE MADE IN CONSULTATION WITH QUALIFIED HEALTHCARE PROFESSIONALS. 

YOU OR PARTICIPANT MAY CHOOSE TO PROVIDE EMERGENCY CONTACT INFORMATION TO CARE.COACH, IN WHICH CASE THIS INFORMATION MAY BE MADE AVAILABLE TO HEALTH ADVOCATES FOR POSSIBLE USE IN THE EVENT OF AN EMERGENCY, BUT CARE.COACH DOES NOT ASSUME ANY LIABILITY OR RESPONSIBILITY IN THE EVENT OF ANY MEDICAL OR OTHER EMERGENCY. 

Artificial Intelligence Disclosure 

The Avatar's spoken and written responses are generated using artificial intelligence (“AI”) technology integrated into and managed through the care.coach platform. This AI functionality may be supported by care.coach's own technology and/or trusted third-party technology providers used to deliver, maintain, improve, and support the Services. Human Health Advocates monitor interactions and may intervene, join, or take over conversations in accordance with care.coach's workflows, service availability, and the applicable Services provided. 

Neither the Avatar nor its AI-generated responses, nor the Health Advocates who monitor and support those interactions, are provided by a licensed physician, nurse, therapist, counselor, or other regulated healthcare professional, and nothing in an AI-generated response or a Health Advocate's communication should be relied upon as a diagnosis, treatment recommendation, or professional medical opinion. AI-generated responses may occasionally be incomplete, inaccurate, or unexpected, and should not be relied upon as medical advice, diagnosis, treatment recommendations, professional opinions, or emergency guidance. 

Participants may interact with human Health Advocates through supported features of the Services, which may include Avatar interactions, video visits, messaging, or other available communication methods. For clinical questions, medical concerns, or emergencies, please contact your treating provider or call 911 - do not rely on the Avatar or the Services for emergency response. 

AI Companion Features Disclosure 

Certain AI-enabled features of the Services may include conversational capabilities designed to provide companionship, social engagement, wellness support, and continuity across interactions. To the extent such features are considered a “companion chatbot” under California Business and Professions Code § 22601 et seq. (SB 243) or similar law, care.coach provides the following disclosures: such AI-enabled features are artificially generated and are not communications with a human being unless a human Health Advocate has joined or taken over the interaction; and care.coach maintains a protocol intended to help identify expressions of suicidal ideation or self-harm during interactions with the Services and to escalate such expressions to the Participant's designated emergency contact or health care provider, who is responsible for determining and providing appropriate resources and support. 

The Services are not intended for use by minors. If care.coach becomes aware that a minor has accessed AI-enabled features of the Services, care.coach will apply safeguards required by applicable law. 

Delivery 

The Services are supported by certain proprietary software developed by care.coach (the “Software”). As described in your Service Agreement, we will deliver to you the Software necessary for use of the Avatar, pre-installed on specialized equipment that we will lease to you. 

Service Availability 

care.coach uses commercially reasonable efforts to maintain the availability and reliability of the Services. The Services may depend on factors outside care.coach's direct control, including internet connectivity, cellular networks, third-party providers, hardware performance, cloud infrastructure, and your equipment and environment. care.coach does not guarantee uninterrupted, error-free, or continuous availability of the Services. 

Grant of Authority 

Provided that you accept and comply with the Terms, care.coach hereby grants you a limited, non-transferable right, during the subscription term, to access and use the Services directly and through individuals authorized by you (including the Participant, the “Authorized Users”) solely for the benefit of the Participant. Access to the Services is provided on a ‘named user’ password-protected basis. You are solely responsible for: 

Limiting access to the Services to you and your Authorized Users; taking all reasonable steps to control the dissemination and use of usernames and passwords; ensuring that Authorized Users comply with these Terms and all applicable laws; providing and maintaining required Internet connection and equipment; and ensuring you have the right to authorize care.coach to use Data and Streaming Data in support of the Services. 

Restrictions on Use 

Neither you nor your Authorized Users may: upload Data or use the Services in a manner which is defamatory, libelous, illegal, fraudulent, pornographic, offensive, discriminatory, or otherwise inappropriate; use the Services for commercial purposes, on a shared basis, or on behalf of any third parties other than the Participant, unless permitted in writing by care.coach; attempt to access any third-party Family Portal or other third-party data; interfere with third-party subscribers or users of the Services; attempt to access, download, copy, reverse engineer, decompile, disassemble or replicate the Software or other technology; or upload Data in violation of any third-party intellectual property or privacy rights. 

No Implication of Licensure 

Nothing in these Terms, and no name, title, or description used by care.coach in connection with the Services - including “Health Advocate,” “Avatar,” or any associated program or brand name - is intended to state or imply that care.coach, its personnel, or its technology are licensed, certified, or otherwise authorized to practice medicine, nursing, counseling, or any other regulated health care profession under the law of California or any other jurisdiction. 

Personal Information 

As between you and care.coach, any Data you or your Authorized Users upload through the Services remains solely and exclusively yours. You hereby grant care.coach the right to access, store and use Data and Streaming Data for purposes of providing the Services, including to support the Avatar's interaction with the Participant, such as Health Advocates using Data and Streaming Data to respond to Participant, care.coach maintaining continuity of the Participant's history, and Health Advocates displaying Family Portal images to facilitate conversation. 

Data and Streaming Data are generally retained for seven (7) years from the date of creation or last activity, consistent with care.coach's data retention practices. However, retention periods may be shorter or longer where required by applicable law, customer agreements (including business associate agreements under HIPAA), regulatory requirements, or valid deletion requests permitted under this policy. care.coach may derive non-identifiable “Anonymous Data” for its own operational, analytics, service-improvement, and marketing purposes; Anonymous Data does not include, and cannot reasonably be used to re-identify, any of your personal Data or Streaming Data. 

Third-Party Technology Providers 

care.coach may use third-party providers, vendors, and subprocessors to support delivery of the Services. This may include hosting, communications, AI functionality, data processing, analytics, security, and other operational support. Such providers are subject to applicable contractual, confidentiality, privacy, and security obligations consistent with care.coach's policies and applicable law. Where such providers create, receive, maintain, or transmit protected health information on care.coach's behalf, care.coach maintains business associate agreements (BAAs) with those providers as required under HIPAA. 

Subscription Term 

Your subscription commences on the earlier of executing a Service Agreement, submitting payment, or beginning use of the Services, and continues for the subscription term in your Service Agreement. care.coach reserves the right to suspend or terminate access for breach, security threat, force majeure, or maintenance, and may terminate the subscription term at its sole discretion, subject to a pro-rated refund of prepaid, unused fees if care.coach terminates without cause. 

Limited Warranty; Warranty Disclaimer 

Third-party hardware or software is subject only to the third-party manufacturer's or licensor's warranty; care.coach makes no warranty regarding third-party hardware or software. 

care.coach uses reasonable care in selecting and maintaining Health Advocates. Health Advocates undergo background screening consistent with care.coach policies prior to assignment and are bound by confidentiality obligations. Health Advocates are selected based on their communication skills, customer support experience, and ability to support Participant engagement. Health Advocates are not provided as physicians, counselors, therapists, nurses, or other licensed healthcare professionals. 

THE SERVICES AND SOFTWARE ARE PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY, AND NON-INFRINGEMENT. YOUR USE OF THE SERVICES IS AT YOUR OWN RISK, AND CARE.COACH SHALL HAVE NO LIABILITY FOR DAMAGES EXCEPT AS DIRECTLY ATTRIBUTABLE TO CARE.COACH'S WILLFUL WRONGDOING. 

Ownership 

All rights, title and interest in the Services, Software, and related technology and materials remain solely with care.coach and its licensors. care.coach retains ownership of all hardware and proprietary data/software stored on it, even after shipment to you, and you agree to return hardware upon request if you have not paid for the Services. 

Hardware Guarantee 

If hardware or installed software is unintentionally defective or damaged such that normal use is prevented, you may request a return via support@care.coach; upon receipt of the complete hardware, care.coach will ship complimentary replacement hardware. This guarantee excludes intentional or grossly negligent damage and loss or theft. 

Payment & Refunds 

Pricing is described in your Service Agreement; payments are made in advance unless stated otherwise. Certain payments are handled by PayPal. Delinquent payments may result in termination of Service. You may terminate your subscription at any time; for monthly billing, a refund of the final billing month applies if hardware is returned, postmarked within 14 days of termination, and received in acceptable condition. 

Privacy Policy 

care.coach only collects information pertinent to providing the Services and will never rent, share, or sell personally identifiable information provided by you, the Participant, or another Authorized User. See the care.coach Privacy Policy for further detail, including cookie usage. 

Limitation on Liability 

TO THE FULLEST EXTENT PERMITTED BY LAW, CARE.COACH IS NOT LIABLE FOR INCIDENTAL, CONSEQUENTIAL, INDIRECT, PUNITIVE, OR SPECIAL DAMAGES, AND AGGREGATE LIABILITY FOR ALL CLAIMS IS LIMITED TO THE GREATER OF US $20 OR FEES PAID IN THE PRECEDING THREE MONTHS. Some states do not allow these limitations, so they may not apply to you. 

Arbitration 

Disputes not resolved through good-faith efforts shall be resolved exclusively and confidentially by binding arbitration under the AAA Commercial Arbitration Rules (streamlined rules), before a single arbitrator, in San Francisco, California (or your county/state if you are a political subdivision of another state), with costs divided evenly between the parties. care.coach retains the right to seek injunctive relief for security or IP protection purposes. 

Notices 

Notices must be in writing, delivered by hand, overnight courier, or facsimile with confirmation of delivery, or by email with confirmed reply acknowledging receipt, to the addresses/emails on file. 

General Legal Terms 

These Terms are governed by California law (excluding conflicts-of-law principles) and constitute the entire agreement between the parties, superseding prior discussions or agreements on the subject matter. Waivers must be in writing. If any provision is unenforceable, the remainder stays in effect and the unenforceable provision is modified to preserve its intent. There are no third-party beneficiaries. 

Amendment 

These Terms may not be amended during a current subscription term without mutual written agreement, but care.coach may revise the Terms at its sole discretion for any extension or renewal. The Terms posted on the care.coach site on the renewal date govern the renewed term; continuing or failing to cancel an auto-renewing subscription constitutes agreement to the then-current Terms. 

Text Message Communications 

By using the Services, you agree to receive SMS messages from care.coach for informational, promotional, and service-related purposes; reply “STOP” to opt out (other channels such as email will still be used for important notifications). Message/data rates may apply. care.coach will not share your mobile number for marketing purposes without consent. Text messages, like the Services generally, are for companionship, social engagement, wellness education, health-related reminders, and support purposes only - not medical advice, diagnosis, treatment, clinical monitoring by licensed healthcare professionals, or emergency response. 

Questions 

Questions about the Services or these Terms may be directed to support@care.coach. 

Last updated 7/13/2026