Lena Health
Terms of Service
1.Acceptance of These Terms
These Terms of Service ("Terms") govern your use of the lena.io website (the "Site") and your interactions with the services provided by Bloom Circle, Inc., doing business as Lena Health ("Lena," "we," "us," or "our"), including our calling and text messaging programs (together with the Site, the "Services"). By using the Site, participating in a program supported by Lena, or interacting with our team or our AI assistants, you agree to these Terms and to our Privacy Policy, which is incorporated into these Terms by reference.
Services we provide to healthcare organizations and their partners are governed by separate written agreements, including business associate agreements; if there is a conflict between those agreements and these Terms, those agreements control.
PLEASE READ CAREFULLY. Section 12 contains a binding arbitration provision and class action waiver that affect how disputes with Lena are resolved.
IF YOU THINK YOU ARE EXPERIENCING A MEDICAL EMERGENCY, CALL 911 OR GO TO YOUR NEAREST EMERGENCY ROOM IMMEDIATELY. The Services are not for emergencies.
2.Our Services
Lena helps patients get to the care they need, on behalf of the healthcare industry:
- Care navigation services. Our care navigation staff support patients on behalf of health systems, providers, health plans, and other healthcare organizations — helping patients understand their care plans, resolve barriers, and follow through on care after discharge or referral.
- AI software services. Our AI-powered software places calls and sends text messages on behalf of healthcare organizations and their care management partners to introduce care programs, enroll patients, answer questions, and help patients take the next step in their care, such as scheduling a visit.
Not medical advice. NOTHING COMMUNICATED THROUGH THE SERVICES — WHETHER BY OUR STAFF, OUR AI ASSISTANTS, OR THE SITE — IS MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT, AND NONE OF IT SHOULD BE USED AS A SUBSTITUTE FOR THE ADVICE OF YOUR PHYSICIAN OR ANOTHER QUALIFIED HEALTHCARE PROVIDER. Always discuss questions about your health or medical conditions with your healthcare provider.
3.Eligibility
You must be at least 18 years of age to use the Site or interact with the Services on your own behalf. By using the Services, you represent that you are of legal age to form a binding contract with Lena and that you will comply with these Terms and all applicable laws.
4.Calls and Text Messages
Calls. When you participate in a program supported by Lena, or when you provide your phone number to Lena or to a healthcare organization we serve, you consent to receive calls from Lena in connection with your care programs, including calls conducted by AI-powered virtual assistants using an artificial or prerecorded voice and calls placed with automated dialing technology. Calls may be recorded and transcribed as described in our Privacy Policy. You may ask to be connected to a human team member at any time, and you may ask us not to call you again — during any call or by contacting support@lena.io. Consent to receive calls or texts is not a condition of receiving healthcare services.
Text messaging program. Lena's SMS text messaging program delivers messages related to care programs operated on behalf of healthcare organizations and their care management partners — including program introductions, enrollment, care check-ins, appointment and scheduling coordination, and follow-up messages — as well as test messages sent to consenting Lena employees and contractors during application development and testing. You will only receive text messages if you have opted in: through enrollment in a care program, by providing your mobile number and consent directly to Lena, or by providing written consent as a Lena employee or contractor participating in testing.
Canceling. You can cancel the SMS service at any time by texting STOP. After you send STOP, we will send you one final SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to join again, reply START or sign up as you did the first time, and we will start sending SMS messages to you again.
Help. If you are experiencing issues with the messaging program, reply with the keyword HELP for more assistance, or reach out directly to support@lena.io.
Carriers. Carriers are not liable for delayed or undelivered messages.
Rates and frequency. As always, message and data rates may apply for any messages sent to you from us and to us from you. Message frequency varies. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
Privacy. If you have any questions regarding privacy, please read our Privacy Policy at https://lena.io/privacy.
5.Your Information
You agree that any information you provide to Lena — during calls, in messages, or through the Site — will be true, accurate, and current to the best of your knowledge. Our collection and use of information is described in our Privacy Policy.
6.Fees
The Services are provided to you at no charge. The healthcare organization that engaged Lena is responsible for fees for our services. You remain responsible for any charges from your mobile carrier, such as message and data rates.
7.Acceptable Use
You agree not to misuse the Services, including by: attempting to gain unauthorized access to our systems or circumvent security features; interfering with the operation of the Services or imposing an unreasonable load on our infrastructure; using bots or other automated means to access the Services; uploading viruses or other harmful code; impersonating any person or misrepresenting your affiliation; using the Services for any unlawful purpose; or copying, reselling, or building a competing service from the Services or any data available through them.
8.Intellectual Property; Feedback
The Services and their content — including software, text, graphics, and logos — are owned by Bloom Circle, Inc. or its licensors and are protected by intellectual property laws. Subject to these Terms, Lena grants you a limited, non-exclusive, non-transferable right to access and use the Services for their intended purpose. If you provide feedback or suggestions, you grant Lena a perpetual, irrevocable, royalty-free license to use them without restriction or obligation to you.
9.Third-Party Services
The Services may include links or references to third-party websites or services solely as a convenience. Lena does not endorse and is not responsible for third-party sites or services, and your use of them is at your own risk and subject to their terms and policies.
10.Disclaimers
THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. LENA DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE.
11.Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, LENA AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF DATA, ARISING OUT OF OR RELATING TO YOUR USE OF THE SERVICES. NOTHING IN THESE TERMS LIMITS LIABILITY THAT CANNOT BE LIMITED UNDER APPLICABLE LAW.
12.Binding Arbitration and Class Action Waiver
Except for disputes that qualify for small claims court, any dispute arising out of or relating to these Terms or the Services will be resolved by binding arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, before a single arbitrator. YOU AND LENA EACH WAIVE THE RIGHT TO A JURY TRIAL AND THE RIGHT TO PARTICIPATE IN A CLASS ACTION; disputes may be brought only on an individual basis, and the arbitrator may award relief only on an individual basis. You may opt out of this arbitration provision by emailing support@lena.io within 30 days of first accepting these Terms, stating your name and that you opt out of arbitration.
13.Governing Law and Venue
These Terms are governed by the laws of the State of Texas, without regard to its conflict of laws principles. Subject to Section 12, any dispute will be brought exclusively in the state or federal courts located in Travis County, Texas.
14.Termination; Changes to These Terms
Lena may suspend or terminate your access to the Services at any time for any reason, including violation of these Terms. We may update these Terms from time to time; if we make material changes, we will update the effective date above and post the revised Terms on this page. Your continued use of the Services after changes take effect constitutes acceptance of the revised Terms.
15.Contact Us
Bloom Circle, Inc. d/b/a Lena Health
7710 Frida Bnd. Austin, Texas 78744
Email: support@lena.io