GoTo Telemed Platform & Services EULA
This End User License Agreement (the “Agreement”) governs your access to and use of the GoTo Telemed website, applications, provider portal, telehealth platform features, documentation tools, and related services (collectively, the “Platform”) and the service package offered to licensed healthcare professionals and healthcare organizations.
Who this applies to
This Agreement is intended for business-to-business use by licensed healthcare professionals and healthcare organizations, and it also covers any authorized staff, administrators, or delegates you allow to access your account.
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1) Definitions
Short definitions to keep the Agreement readable and consistent.
Platform
The GoTo Telemed software, websites, applications, portals, features, and associated tools used to support telehealth operations.
Provider / You
A licensed healthcare professional or healthcare organization using the Platform and services in a business capacity.
Services
The provider services package described by GoTo Telemed (platform access, scheduling tools, billing/coding support, clearinghouse access, credentialing support, compliance documentation guidance, training, and technical support).
Protected Health Information (PHI)
Health information that is protected under applicable U.S. privacy and security rules, including HIPAA where applicable.
2) License grant & scope
How you may use the Platform, and what you may not do.
2.1 Limited license
Subject to this Agreement and your payment of applicable fees, GoTo Telemed grants you a limited, revocable, non-exclusive, non-transferable license to access and use the Platform for your internal business purposes related to delivering and managing telehealth services.
- The license is for your organization and authorized users you designate.
- All rights not expressly granted are reserved by GoTo Telemed.
2.2 Restrictions
You agree you will not (and will not allow others to):
- Copy, modify, translate, or create derivative works of the Platform except as permitted by law.
- Reverse engineer, decompile, or attempt to discover source code, except where legally prohibited from restricting such activity.
- Access the Platform to build a competing product, to benchmark for publication without permission, or to resell access as a standalone service.
- Interfere with security features, rate limits, or access controls described as part of the Platform’s safeguards.
2.3 Authorized use and role-based access
Your access may be governed by role-based access controls so that users can access only the data and features necessary for their role, and you are responsible for keeping credentials confidential and ensuring users follow your internal policies and this Agreement.
3) Eligibility, accounts, and verification
To maintain a professional services environment, accounts may require verification and ongoing accuracy.
3.1 Professional eligibility
Use of the Services is intended for licensed healthcare professionals and healthcare organizations operating in a business-to-business capacity.
3.2 Accurate information
You agree to provide accurate registration, credential, and practice information and to keep it current.
3.3 Account security
You are responsible for safeguarding logins, enabling available authentication protections, and promptly reporting suspected unauthorized access.
3.4 Authorized users
You are responsible for all activity under your account, including actions of staff, contractors, or delegates you authorize.
4) Service description (what’s included)
This section summarizes the Services package and helps set expectations.
4.1 Platform features
The Services include a secure telehealth platform with communications tools, scheduling, documentation workflows, and reporting/analytics.
4.2 Billing support and clearinghouse access
The Services include billing/coding support and clearinghouse access for claims submission, tracking, and denial management.
4.3 Credentialing and compliance guidance
The Services include credentialing support and compliance documentation guidance aligned to healthcare operations and applicable standards.
4.4 Training and technical support
The Services include training and responsive support to help providers onboard, navigate features, and troubleshoot operational issues.
Clinical independence
GoTo Telemed provides infrastructure and operational support; providers remain responsible for clinical decisions, clinical documentation, and adherence to professional standards and licensure requirements.
5) Acceptable use & conduct
Rules to protect patients, providers, platform integrity, and compliance.
5.1 Comply with laws and professional rules
You agree to comply with applicable laws, rules, and professional obligations relevant to telehealth practice and patient privacy.
- Maintain proper licensure, certifications, and required documentation.
- Follow privacy and security requirements when accessing PHI.
5.2 No misuse of systems
You may not probe, scan, test vulnerabilities, or interfere with Platform security, audit trails, or access controls.
5.3 No deceptive or unauthorized activity
You may not impersonate others, misrepresent credentials, or access patient records outside treatment needs.
- Practitioner access is intended only for patients under active care, with monitoring and auditability.
- Emergency access (if available) must be justified and may be reviewed.
5.4 Communications standards
Use secure messaging and Platform communications for patient-related interactions, and do not attempt to bypass privacy protections.
6) Privacy, HIPAA, and data security
How data is handled, secured, and shared with service providers.
6.1 Privacy Policy incorporated
Your use of the Platform is also governed by GoTo Telemed’s Privacy Policy, which describes data types collected, use purposes, and user rights.
6.2 Security safeguards
The Privacy Policy describes security safeguards, including encryption in transit and at rest, access controls, authentication, and audit trails.
6.3 Third-party service providers
GoTo Telemed may use vetted third-party vendors (e.g., infrastructure, communications, payment processing, identity verification) subject to contractual restrictions and, where applicable, Business Associate Agreements.
6.4 No sale of health data
The Privacy Policy states GoTo Telemed does not sell, rent, or trade health information for marketing purposes.
6.5 Data retention and deletion
The Privacy Policy describes retention schedules and deletion procedures, including timelines for access requests, deletion request processing, and breach notification procedures.
7) Fees, renewals, refunds, and charge disputes
Clear payment terms help avoid misunderstanding and support predictable operations.
7.1 Fees
GoTo Telemed describes an annual investment of $890 for the all-inclusive provider services package.
7.2 Refund eligibility
The Refund Policy states fees are refundable only before the initiation of services, and become non-refundable once initiation begins.
- Initiation includes platform build, organizing patients, compliance enrollments, or digital setup.
- After the first patient is seen, the Refund Policy states there is no refund.
7.3 Service completion markers
The Refund Policy states that the live patient walkthrough marks completion of setup and that service is considered fully delivered thereafter.
7.4 Statutory rights
The Refund Policy states that if local law provides a statutory cooling-off period, that right remains; however, once you consent to initiation of digital setup, refund rights are limited as described.
7.5 Charge disputes and cooperation
If you submit a charge dispute, you agree to provide relevant information promptly and work in good faith to resolve issues directly before escalating formal disputes, consistent with the negotiation-first approach described in the Refund Policy.
8) Intellectual property and feedback
Protects both your content and GoTo Telemed’s platform assets.
8.1 GoTo Telemed IP
The Platform, software, designs, and documentation are protected by intellectual property laws and remain owned by GoTo Telemed and its licensors.
8.2 Your content
You retain rights to content you submit to the Platform to operate your account and deliver care, subject to limited permissions needed for hosting, processing, and providing the Services.
8.3 Feedback
If you provide feedback or suggestions, you grant GoTo Telemed permission to use them to improve the Platform without restriction or obligation, unless prohibited by law.
9) Availability, changes, and updates
How changes are made and what you can expect.
9.1 Platform improvements
GoTo Telemed describes annual platform upgrades including feature updates and security enhancements.
9.2 Service availability
Availability targets and infrastructure practices are described in the Privacy Policy, including redundancy and high availability goals.
9.3 Changes to this Agreement
GoTo Telemed may update this Agreement from time to time. If changes are material, GoTo Telemed may provide notice through the Platform or by email. Continued use after the effective date means you accept the updated terms.
10) Suspension and termination
When access can be limited and what happens next.
10.1 Suspension for risk, security, or violations
GoTo Telemed may suspend or restrict access if needed to protect patients, maintain security, comply with legal requirements, or address suspected misuse or credential issues.
10.2 Termination
Either party may terminate according to applicable service arrangements, and GoTo Telemed may terminate for material breach, non-payment, or misuse.
10.3 Effect of termination
Upon termination, your license ends and you must stop using the Platform. Certain provisions survive termination, including confidentiality, limitation of liability, dispute resolution, and any payment obligations accrued prior to termination.
11) Disclaimers
Reasonable limitations on warranties consistent with software and healthcare operations.
Platform and services disclaimer
Except as expressly stated in a signed service document, the Platform and Services are provided on an “as is” and “as available” basis, and GoTo Telemed disclaims implied warranties to the maximum extent permitted by law.
- GoTo Telemed does not provide medical advice to patients through this Agreement; clinical services are provided by licensed providers.
- Providers remain responsible for clinical decisions, appropriate documentation, and lawful practice.
12) Limitation of liability
Sets boundaries on indirect damages and allocates risk appropriately.
12.1 Liability limits
To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits or business interruption, arising from or related to the Platform or Services.
Some jurisdictions do not allow certain limitations, so some parts of this section may not apply to you.
13) Indemnification
Protects each party from certain third-party claims caused by the other’s misconduct.
13.1 Provider indemnity
You agree to indemnify and hold harmless GoTo Telemed from claims arising out of your breach of this Agreement, misuse of the Platform, violation of law, misrepresentation of credentials, or provision of clinical services outside applicable standards.
14) Dispute resolution (negotiation, then arbitration)
A structured approach to resolving issues efficiently.
14.1 Good-faith negotiation first
The Refund Policy describes a 30-day negotiation period before arbitration.
14.2 Arbitration venue
The Refund Policy states disputes are resolved exclusively by arbitration in Montana (USA) after the negotiation period.
14.3 Class/representative actions
To the extent permitted by applicable law, you and GoTo Telemed agree to bring disputes in an individual capacity and not as a plaintiff or class member in any purported class, collective, or representative proceeding.
If applicable law prohibits a portion of this section, that portion will be modified to the minimum extent necessary to comply with law.
15) Miscellaneous
Standard legal clauses to avoid ambiguity.
15.1 Entire agreement
This Agreement, together with referenced policies, forms the full understanding regarding Platform use, unless superseded by a signed agreement.
15.2 Severability
If any provision is held unenforceable, the remaining provisions remain in effect.
15.3 Assignment
You may not assign this Agreement without GoTo Telemed’s consent; GoTo Telemed may assign in connection with a corporate transaction as permitted by law.
15.4 Notices
Notices may be provided electronically through the Platform or to the email associated with your account.
15.5 Contact
For questions about this Agreement, privacy, or security, use the contact channels described in your policy documents (including general inquiries and privacy/security contacts).