CharterMD Terms of Service

Last updated: 2026-06-02 · **Draft pending final review by licensed counsel.** These terms are operative for current users; material changes will be re-published with a new effective date and re-acceptance required.

1. Acceptance of these Terms

By creating a CharterMD account, accessing, or using the CharterMD platform (the "Platform"), you agree to be bound by these Terms of Service ("Terms") and by our Privacy Policy. If you do not agree, do not use the Platform. You must affirmatively accept these Terms at sign-up; we record the version you accepted, the date, and your IP address.

2. Who provides what

• The Platform (software, scheduling, messaging, records, billing tooling) is provided by CharterMD LLC ("CharterMD", "we", "us").
• Medical care is provided solely by the independent, licensed physician or practice you connect with through the Platform ("your Provider"). CharterMD does not practice medicine and does not control clinical decisions. The physician–patient relationship is between you and your Provider.

3. Eligibility

• You must be at least 18 years old (or have verified parental/guardian consent where permitted).
• You must be physically located in a U.S. state where your Provider is licensed at the time of each visit.
• You must provide accurate, current, and complete information and keep it updated.

4. Not for emergencies

The Platform is not for medical emergencies. If you are experiencing an emergency, call 911 or go to the nearest emergency department. The Platform is not a substitute for in-person care when in-person care is clinically required.

5. Telehealth, prescriptions, and controlled substances

• Telehealth services are delivered subject to applicable state and federal law. Your Provider determines whether telehealth is clinically appropriate for you.
• Prescriptions are issued at the sole discretion of your Provider. CharterMD does not guarantee any prescription, lab, or treatment.
• Controlled substances (including testosterone) are prescribed only where lawful and only through DEA-compliant electronic prescribing, including required prescriber identity verification and two-factor signing. Misuse, diversion, or resale of any medication is strictly prohibited and may be reported to authorities.

6. Your responsibilities

• Provide accurate medical history and information.
• Use medications and follow care plans only as directed by your Provider.
• Attend scheduled visits and complete labs as agreed.
• Keep your login credentials confidential and enable available security features (MFA/passkeys).

7. Payments, membership, and trials

• Membership and platform fees are billed through our payment processor (Square). You authorize recurring charges to your stored payment method.
• Where a free trial is offered, a valid payment method is required to start the trial, and your method will be charged automatically at the end of the trial unless you cancel before it ends.
• Cancellations take effect at the end of the current billing period. Except where required by law, fees already paid are non-refundable and partial periods are not pro-rated.
• Failed payments may result in suspension of non-emergency Platform access until resolved.

8. Medical records

Your medical records are retained as required by law (generally at least six years) regardless of membership status, and remain available to you under the Privacy Policy and applicable law.

9. Acceptable use

You may not misuse or attempt to gain unauthorized access to the Platform, interfere with its security, submit false information, impersonate others, or use the Platform to violate any law. Providers must hold and maintain all required licenses, NPI, and (for controlled substances) DEA registration.

10. Disclaimers

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, TO THE FULLEST EXTENT PERMITTED BY LAW. CharterMD does not warrant that the Platform will be uninterrupted or error-free, and makes no warranty regarding clinical outcomes, which are the responsibility of your Provider.

11. Limitation of liability

TO THE FULLEST EXTENT PERMITTED BY LAW, CHARTERMD AND ITS AFFILIATES WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS OR DATA, ARISING FROM OR RELATED TO YOUR USE OF THE PLATFORM. CharterMD's total aggregate liability for any claim relating to the Platform will not exceed the amounts you paid to CharterMD in the twelve months preceding the claim. Nothing here limits liability that cannot be limited under applicable law, or the professional liability of your Provider for the care they provide.

12. Indemnification

You agree to indemnify and hold harmless CharterMD from claims arising out of your misuse of the Platform or your violation of these Terms or applicable law.

13. Changes to these Terms

We may update these Terms. Material changes will be posted with a new "Last updated" date, and continued use after the effective date constitutes acceptance. Where required, we will request renewed acceptance.

14. Termination

We may suspend or terminate access for violation of these Terms, non-payment, or as required by law. You may cancel at any time under Section 7.

15. Governing law & disputes

These Terms are governed by the laws of the State in which CharterMD LLC is organized, without regard to conflict-of-laws rules. Specific venue, arbitration, and class-action-waiver provisions are pending counsel review.

16. Contact

Questions about these Terms: support@chartermd.ai. Privacy questions: privacy@chartermd.ai.