Terms of Service

1. Scope of Services

Protocol provides health education, wellness guidance, and program coordination designed to support individuals in understanding and optimizing factors that may influence long-term healthspan.

Protocol services may include, but are not limited to:

• The Foundation Assessment and Consultation
• Healthspan coaching or advisory services
• Coordination of assessments or diagnostic testing
• Access to partner healthcare providers
• Protocol membership programs

Protocol does not provide medical care or medical services.

2. Independent Physician Practices

Certain services offered in connection with Protocol, including concierge primary care or medical consultations, may be provided by independent physician practices or healthcare providers ("Partner Practices").

Partner Practices are separate legal entities that maintain independent clinical judgment and are solely responsible for the medical services they provide. Protocol does not control, supervise, or direct medical decision-making by Partner Practices.

Any medical services provided by a Partner Practice are governed by that provider's own terms of service, patient agreements, and Notice of Privacy Practices. If you engage with a Partner Practice through Protocol membership or otherwise, you may be required to enter into separate agreements with that provider.

Protocol is not responsible for the clinical services, treatment decisions, or outcomes resulting from care provided by Partner Practices.

3. Nature of Protocol Services

Protocol provides health coaching, care coordination, and wellness program management. Protocol is not a medical practice and does not itself provide medical diagnoses, treatments, or prescriptions.

Medical services — including clinical evaluations, prescriptions, diagnostic testing orders, and treatment decisions — are provided exclusively by independent, licensed Partner Practices (see Section 2). Protocol coordinates access to these services but does not control or direct clinical decision-making.

Information, analysis, and recommendations provided through Protocol's coaching and coordination services are intended to support your health and wellness goals and are not a substitute for the independent medical judgment of your physician. You should consult with a qualified healthcare professional regarding any medical condition, diagnosis, or treatment.

4. Voluntary Participation and Personal Responsibility

Participation in Protocol services is voluntary. Certain assessments or evaluations coordinated as part of the Services may involve physical activity or diagnostic testing that carries inherent risks.

You agree to participate responsibly and to disclose relevant health conditions to appropriate providers prior to participating in physical assessments or testing.

Protocol is not responsible for any injury, loss, or damage that may occur as a result of your participation in physical assessments, testing, or activities conducted by third-party providers.

5. Submission of Lab Work and Personal Information

As part of certain Services, including the Foundation Assessment and Consultation, you may choose to upload or share laboratory results, assessment data, or other health-related information ("Submitted Information").

By submitting such information, you confirm that:

• You are submitting the information voluntarily.
• The information is accurate to the best of your knowledge.
• You have the legal right to share the information.

You authorize Protocol to review and analyze Submitted Information for the purpose of providing insights, reports, or other outputs associated with the Services.

Protocol will handle Submitted Information in accordance with our Privacy Policy and, where applicable, our Notice of Privacy Practices.

6. Privacy and Confidentiality

Protocol takes privacy seriously. Personal information collected in connection with the Services will be handled in accordance with our Privacy Policy.

If you become a member or otherwise engage in services that involve Protected Health Information as defined under the Health Insurance Portability and Accountability Act (HIPAA), such information may be handled by Protocol as a Business Associate under a Business Associate Agreement with a physician or healthcare provider.

In those circumstances, the use and disclosure of Protected Health Information will be governed by the applicable Notice of Privacy Practices and relevant agreements with the clinical provider.

Copies of these policies can be requested at info@protocol.us.

7. Coordination of Third-Party Services

Protocol may assist in coordinating services such as laboratory testing, imaging, performance testing, or consultations with independent providers.

These providers operate independently and are responsible for their own services, policies, and clinical practices.

Protocol is not responsible for the acts, omissions, services, or policies of third-party providers.

Any services provided by third parties may be subject to separate agreements or terms with those providers.

8. Payment Terms and Cancellation

Certain Protocol Services require advance payment, including the Foundation Assessment and Consultation and Protocol membership programs. Payment terms will be presented at the time of purchase.

Foundation Assessment: Full payment is required prior to scheduling. The Foundation Assessment is non-refundable once the assessment process has begun (lab orders placed or appointments scheduled). If you cancel before any services are rendered, a full refund will be issued.

Membership: Memberships require a 12-month commitment. If you are not satisfied, you may cancel within the first 30 days and receive a pro-rata refund for unused months. After the first 30 days, the commitment remains in effect for the full 12-month term. After the initial 12-month period, membership continues month-to-month and you may cancel at any time with 30 days' notice.

Protocol may collect payments directly for Services and may also collect payments that include amounts associated with services provided by partner providers. In such cases, the applicable refund and cancellation terms of the partner provider will be communicated to you separately.

9. No Guarantees or Warranties

Protocol provides information, analysis, and educational insights intended to help you better understand factors that may influence your health and wellness.

Protocol makes no guarantees regarding specific outcomes, health improvements, or results from participation in the Services.

All Services are provided on an "as is" and "as available" basis without any express or implied warranties, including warranties of merchantability or fitness for a particular purpose.

10. Limitation of Liability

To the fullest extent permitted by law, Protocol, its employees, contractors, and affiliates shall not be liable for any indirect, incidental, consequential, or special damages arising out of or related to your participation in the Services.

Protocol's total cumulative liability for any claim arising out of or related to the Services shall not exceed the total amount paid by you for the applicable Service.

You acknowledge that you are responsible for your own health decisions and that Protocol's services do not replace medical care.

11. Intellectual Property

All reports, analyses, materials, methodologies, and content provided through Protocol Services are the intellectual property of Healthspan Group LLC.

These materials are provided for your personal, non-commercial use only.

You may not reproduce, distribute, modify, or resell any materials provided through the Services without prior written permission from Protocol.

12. Communications and Recordings

By providing your phone number and participating in Protocol Services, you consent to receiving communications from Protocol by email, phone, or text message related to scheduling, service delivery, and follow-up. You may opt out of text messages at any time by replying STOP. Message and data rates may apply.

Calls or sessions may be recorded for quality assurance, training, or documentation purposes. You will be notified at the beginning of any recorded call and may request that recording be turned off. Recordings are stored securely and retained for up to 12 months. For more information, see our Privacy Policy.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles.

Any dispute arising out of or relating to these Terms or the Services will first be addressed through good faith efforts to resolve the issue informally by contacting us at info@protocol.us.

If a dispute cannot be resolved informally within 30 days, it will be submitted to binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. Arbitration will take place in Delaware or, at your election, in the state where you reside. Each party will bear its own arbitration costs, except that Protocol will pay AAA filing fees for claims under $10,000.

You and Protocol each waive the right to participate in a class action, class arbitration, or other representative proceeding.

Notwithstanding the above, either party may bring an individual action in small claims court for disputes within that court's jurisdiction.

Opt-out: You may opt out of this arbitration provision by sending written notice to info@protocol.us within 30 days of first agreeing to these Terms. If you opt out, disputes will be resolved in the state or federal courts located in Delaware.

14. Changes to These Terms

Protocol may update or modify these Terms from time to time. Updated versions will be posted on the Protocol website with a revised effective date.

Your continued participation in the Services after such updates constitutes acceptance of the revised Terms.

Contact Information

If you have questions about these Terms or the Services, please contact:

Email: info@protocol.us
Website: protocol.us