Terms of Service

These Terms of Service (“Terms”) govern your access to and use of the website, mobile experience, and membership programs (together, the “Services”) offered by Joice Health, Inc., a Delaware corporation (“Joice,” “we,” “us,” or “our”). By creating an account, submitting an intake form, or otherwise using the Services, you agree to these Terms and to our Privacy Policy, which is incorporated here by reference. If you do not agree, please do not use the Services.

Joice is a health and wellness platform. We built Joice to make it simple to access independent medical evaluation, personalized treatment, and trusted pharmacy fulfillment in one place — but we want to be clear about who does what, because that matters for your care.

Joice operates the platform. We run the website, your account, scheduling, billing, and customer support, and we coordinate the logistics of getting you connected to care and, where appropriate, medication. Joice is not a medical provider, does not practice medicine, does not participate in clinical decision-making, and does not decide whether you receive a prescription.

Beluga Health, P.A. provides your medical care. All clinical evaluations, diagnoses, and prescribing decisions are made exclusively by Beluga’s independently licensed physicians, based solely on their professional medical judgment. Beluga’s physicians are licensed in the state where you’re located at the time of your evaluation. Completing an intake through Joice does not guarantee that you will be offered a consultation, a prescription, or any particular treatment — that determination belongs entirely to your Beluga provider.

Licensed pharmacies fulfill your prescription. Where a Beluga physician prescribes medication, it is prepared and shipped by one of our pharmacy partners — Optimal Balance Pharmacy, OptioRx, or OK Capsule — each licensed in the states where it is authorized to ship. Which pharmacy fills your prescription depends on the medication, your program, and your state. Joice does not compound, handle, or dispense medication.

Program and product availability varies by state and depends on where our pharmacy partners are licensed to ship and where Beluga’s physicians are licensed to practice. We confirm your eligibility during intake, before any prescription-related charge is finalized. Some programs — including those involving controlled substances such as testosterone replacement therapy — carry additional state-specific restrictions beyond general pharmacy availability, and availability can change over time as licensing expands.

Submitting an intake is the start of a process, not a guarantee of treatment. Your Beluga provider will review your intake and medical history and decide, using independent clinical judgment, whether treatment through Joice is appropriate for you. Some individuals will not be eligible for treatment.

If you are experiencing a medical emergency, call 911 or go to your nearest emergency room. Do not use Joice for emergencies. Text messages are not monitored around the clock and must never be used to report an emergency. Joice and Beluga’s telehealth services are intended to complement — not replace — your relationship with your primary care provider.

Compounded medications are prepared specifically for you by a licensed pharmacy. They are not the same as, and are not FDA-approved in the same manner as, their brand-name counterparts. Your Beluga provider will discuss the risks, benefits, and alternatives with you before treatment begins.

You must be at least 18 years old to use the Services.

You must be a legal resident of, and physically located in, a state where Joice’s Services are available at the time of your evaluation.

You must provide accurate, complete, and truthful information, including your medical history. Providing false or incomplete information may result in denial of care or termination of your account, and may put your health at risk.

Some programs have additional eligibility requirements (for example, identity verification for controlled-substance prescriptions), which will be disclosed to you during intake.

Joice’s core membership bills on a monthly basis and renews automatically until canceled. We currently offer programs including automated weight-loss management (with ongoing physician-directed check-ins and dosage adjustments) and hormone-related therapy, in addition to general consultations. Billing cadence, program duration, and the frequency of provider follow-up may differ by program; the specific terms of your program will be presented to you at checkout or enrollment and will control over this Section where more specific.

Joice’s Services are offered on a self-pay, cash-only basis. Neither Joice nor Beluga bills Medicare, Medicaid, or private insurance for these Services, and you may not be able to seek reimbursement from your insurer.

You’re responsible for keeping your account credentials confidential and for all activity that occurs under your account. You may cancel your membership at any time following the cancellation process disclosed at checkout; cancellation, shipping, and return terms for products are set out in our separate Shipping & Refund Policy. Because compounded medication is prepared specifically for you, most prescription orders cannot be returned once dispensed.

Joice also offers supplement and wellness products that do not require a prescription or a medical evaluation. These are ordinary consumer purchases, governed by these Terms and our Shipping & Refund Policy, and are entirely separate from the telehealth relationship described in Section 2.

These statements have not been evaluated by the Food and Drug Administration. These products are not intended to diagnose, treat, cure, or prevent any disease.

This section describes how Joice contacts you, including the Joice text messaging program. It is separate from the telehealth informed consent you provide directly as part of your Beluga evaluation, which governs communications about your clinical care.

Email. We send you account, order, and shipping emails as part of the Services. If you separately opt in, we also send marketing emails, which you can stop at any time using the unsubscribe link in any of them.

Text reminder program. If you opt in on the Account page of the member portal, Joice Health Inc. sends you recurring text reminders to take your medication or supplements, on the schedule in your Joice plan, from (406) 686-8685. Reminders never name a medication, a dose or a health condition, and this program never includes promotional or marketing messages. Program details: https://joicehealth.com/text-messages.

Other text programs. Joice may offer other text programs, such as promotional messages. Each one is sent from a different number and requires its own separate opt-in, with a checkbox that is never pre-selected. Opting in to reminders never signs you up for any other program, and replying STOP to one program does not affect the others. We do not send text messages that promote, offer, or advertise prescription medication.

How you opt in. You opt in to text reminders on the Account page of the member portal by confirming your mobile number, checking the SMS consent box, which is never pre-selected, and tapping Remind Me. Consent to receive text messages is not a condition of membership, of a purchase or of receiving any service from Joice.

Message frequency. Message frequency varies with the schedule in your plan.

Cost. Message and data rates may apply. Joice does not charge you for these messages, but your mobile carrier may charge you for messages sent to you and from you.

How to opt out. Reply STOP to any reminder from (406) 686-8685 to cancel at any time. We will send one final message confirming that you have been unsubscribed, and no further reminders after that. To start again, reply START or opt in again on the Account page. Opting out of text messages does not cancel your membership.

How to get help. Reply HELP to any message from (406) 686-8685, or contact us at care@joicehealth.com.

Delivery. Text message delivery depends on your mobile carrier and network conditions. Carriers are not liable for delayed or undelivered messages. Supported carriers may change without notice.

Security of text messages. Text messages are not encrypted, and anyone with access to your phone may be able to read them. We keep the content of our messages limited for that reason, and our messages are never a substitute for your clinical record with Beluga. Let us know right away if your mobile number changes or if you no longer control the number you gave us.

Your mobile number. By giving us your mobile number you confirm that the number is yours and that you are authorized to incur any message or data charges that result from participating.

Privacy. Information collected through the SMS program is handled as described in Section 6 of our Privacy Policy at https://joicehealth.com/privacy. We do not sell or share SMS opt-in data or personal information with third parties or affiliates for marketing or promotional purposes.

Changes. Joice may modify this Section 7 at any time. Continued participation after we post an updated version means you accept the change.

When using the Services, you agree not to:

• Misrepresent your identity, age, or medical history;
• Resell, share, or otherwise transfer any medication prescribed to you;
• Use bots, scrapers, or other automated means to access the Services; or
• Attempt to interfere with the security, integrity, or availability of the Services.

The Services, including all content, software, and trademarks, are owned by Joice or its licensors and are protected by applicable intellectual property laws. You may not copy, modify, distribute, or create derivative works from the Services without our prior written permission.

If you believe content on the Services infringes your rights, please contact us at care@joicehealth.com with a description of the work, its location on the Services, and your contact information.

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE FULLEST EXTENT PERMITTED BY LAW, JOICE DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED. BECAUSE YOUR CLINICAL CARE IS PROVIDED BY BELUGA AND ITS PHYSICIANS — NOT BY JOICE — JOICE IS NOT RESPONSIBLE FOR THE CLINICAL DECISIONS, ACTS, OR OMISSIONS OF BELUGA, ITS PHYSICIANS, CAREPORTALS, OR ANY OF OUR PHARMACY PARTNERS, EACH OF WHICH OPERATES UNDER ITS OWN LICENSURE, INSURANCE, AND SCOPE OF PRACTICE.

TO THE FULLEST EXTENT PERMITTED BY LAW, JOICE’S TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING FROM THE SERVICES WILL NOT EXCEED THE AMOUNT YOU PAID JOICE IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. NOTHING IN THIS SECTION LIMITS LIABILITY WHERE PROHIBITED BY LAW.

You agree to indemnify and hold Joice harmless from any claims, losses, or expenses arising from your use of the Services, your breach of these Terms, or your violation of any law or third-party right.

Please read this section carefully — it affects your right to go to court and your right to a jury trial or class action.

Before filing a claim, please contact us at care@joicehealth.comand give us 30 days to try to resolve the issue informally — most concerns can be worked out this way.

If informal resolution doesn’t work, you and Joice agree that any dispute will be resolved by binding, individual arbitration under the Federal Arbitration Act, rather than in court, and that neither of us will bring or participate in a class, collective, or representative action. You may opt out of this arbitration agreement by writing to us within 30 days of first accepting these Terms.

This arbitration agreement doesn’t apply to intellectual property claims, small-claims-eligible disputes, or requests for emergency injunctive relief, any of which either of us may bring in court.

These Terms are governed by the laws of the State of Delaware, without regard to conflict-of-laws principles, except as superseded by the arbitration agreement above.

We may update these Terms from time to time; continued use of the Services after an update takes effect means you accept the revised Terms. We may suspend or terminate your access to the Services at any time, including for a violation of these Terms.

Questions about these Terms: care@joicehealth.com. Questions about your clinical care: please contact Beluga directly through the channel provided to you during your evaluation.