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Terms and Conditions
TERMS AND CONDITIONS OF USE
Last Updated: August 17, 2026
These Terms and Conditions of Use ("Terms") govern your access to and use of the websites, forms, communications, programs, and other services made available by Stay Well US LLC and its affiliates ("Stay Well US," "StayWell," "we," "us," or "our").
By accessing our website, submitting information through a StayWell form, requesting participation in a program, or otherwise using our services, you acknowledge that you have read and agree to these Terms.
If you do not agree to these Terms, please do not use the Services.
IMPORTANT HEALTH AND SAFETY NOTICE
STAY WELL US HELPS COORDINATE ACCESS TO HEALTH AND WELLNESS SERVICES, LICENSED HEALTH CARE PROVIDERS, PHARMACIES, AND OTHER PARTICIPATING PARTNERS. STAY WELL US IS NOT A SUBSTITUTE FOR YOUR PERSONAL PHYSICIAN OR OTHER HEALTH CARE PROVIDER.
STAY WELL US DOES NOT PROVIDE EMERGENCY MEDICAL SERVICES. IF YOU BELIEVE YOU ARE EXPERIENCING A MEDICAL EMERGENCY, CALL 911 OR SEEK IMMEDIATE MEDICAL ATTENTION.
The Services are not intended for emergency care, urgent medical diagnosis, or crisis intervention.
1. ABOUT STAY WELL US
Stay Well US provides health program coordination and access services that may help eligible individuals connect with licensed health care providers, pharmacies, health plans, fulfillment partners, and other organizations participating in health and wellness programs.
Depending on the program and location, StayWell may assist with activities such as:
Collecting program requests and intake information
Verifying or coordinating verification of eligibility or health plan benefits
Facilitating communications with licensed health care providers
Coordinating prescription or over-the-counter product requests
Connecting participants with licensed pharmacies
Facilitating order and fulfillment updates
Providing program reminders and check-ins
Providing educational health and wellness information
Helping participants access other eligible health-related resources
Available programs, products, benefits, providers, pharmacies, and eligibility requirements may change.
Stay Well US is not a government agency and is not affiliated with or endorsed by Medicaid, Medi-Cal, the State of California, the State of Utah, or any other state or federal government agency.
2. STAY WELL US IS NOT YOUR HEALTH CARE PROVIDER OR PHARMACY
Stay Well US is not itself a physician, medical practice, pharmacy, or health insurance plan unless expressly stated otherwise for a particular service.
Licensed health care professionals participating in a StayWell-supported program exercise their own independent professional judgment.
Stay Well US does not control or direct a licensed provider's clinical decisions.
Only an appropriately licensed health care professional may determine whether a prescription, treatment, product, or other health service is clinically appropriate for you.
Prescription medications and pharmacy-dispensed products are filled and dispensed by participating licensed pharmacies, not by Stay Well US.
Submitting a request through StayWell does not guarantee that:
A prescription will be issued
A provider will approve your request
A particular medication or product will be appropriate
A pharmacy will fill a prescription
Your health plan will cover a product or service
A product or shipment will be provided
Clinical decisions remain with the licensed provider.
Pharmacy dispensing decisions remain with the licensed pharmacy.
Coverage and benefit decisions remain with the applicable health plan or program.
3. PROGRAM ELIGIBILITY
Certain StayWell-supported programs are available only to individuals who meet specific eligibility requirements.
Requirements may include factors such as:
State of residence
Medicaid or Medi-Cal enrollment
Health plan eligibility
Age
Program-specific health information
Provider review
Prescription requirements
Other coverage or participation criteria
Submitting a form or receiving communications from StayWell does not establish eligibility.
Eligibility may be verified before products or services are provided and may be reverified for future requests or program cycles.
Program availability and eligibility requirements may change based on applicable law, health plan rules, provider requirements, pharmacy requirements, product availability, or program changes.
4. MEDICAID, MEDI-CAL, AND INSURANCE COVERAGE
Some StayWell-supported services or products may be covered by Medicaid, including Medi-Cal where applicable, or by another health benefit program.
Coverage is subject to the rules and eligibility requirements of the applicable health plan or program.
Coverage is not guaranteed.
When appropriate and when you have provided any required authorization, participating providers, pharmacies, or other authorized entities may verify eligibility and submit claims to your applicable health plan for covered products or services.
Stay Well US does not determine Medicaid or Medi-Cal coverage and cannot guarantee payment of a claim.
If a service or product is described as available at "no cost" or "no out-of-pocket cost," that representation applies only when the participant meets applicable eligibility requirements and the product or service is covered under the applicable program.
You will not be required to purchase unrelated products or services in order to participate in a StayWell-supported program.
5. REQUESTS ARE NOT AUTOMATIC ORDERS
Submitting an interest form, lead form, survey, intake form, or other request does not automatically create a prescription or authorize shipment unless the applicable form clearly states otherwise and all required authorization and review steps have been completed.
When a program requires provider review, no prescription or medically reviewed product will be issued solely because a form was submitted.
When a program requires pharmacy fulfillment, no pharmacy-dispensed item will be shipped until applicable requirements have been satisfied.
6. FUTURE SHIPMENTS, REORDERS, AND PROGRAM CYCLES
Participation in one program cycle does not automatically guarantee participation in another.
Depending on the program, continued participation may require:
A new request
Eligibility reverification
A participant check-in
Updated health information
Renewed consent or authorization
Provider review
A new prescription
Confirmation that continued treatment remains appropriate
Unless expressly disclosed and separately authorized, participation in a StayWell-supported program does not create an automatic subscription or unrestricted automatic refill arrangement.
7. PRODUCT AVAILABILITY AND SUBSTITUTIONS
Products shown or described on StayWell websites, advertisements, emails, text messages, printed materials, or other communications are examples of products that may be available through a particular program.
Exact product availability may vary.
Kit contents, brands, quantities, formulations, packaging, and participating manufacturers may change based on:
Availability
Supply
Health plan coverage
Provider recommendations
Pharmacy inventory
Applicable law
Safety considerations
Program requirements
A pictured or advertised product is not a guarantee that you will receive that specific product, brand, quantity, or formulation.
Prescription medications and clinically reviewed products will be provided only when determined appropriate by the applicable licensed provider and pharmacy.
8. YOUR RESPONSIBILITIES
You agree to provide information that is accurate and complete to the best of your knowledge.
You are responsible for notifying StayWell or the applicable provider or pharmacy if important information changes, including your:
Address
Telephone number
Insurance or Medicaid status
Relevant health information
Medications
Allergies
Other information that may affect program eligibility or safe use of a product
You agree not to knowingly provide false information, impersonate another person, misuse another person's insurance or Medicaid benefits, or obtain products or services through fraudulent means.
You should use medications and health products only as directed by the prescribing provider, dispensing pharmacy, product labeling, or other applicable instructions.
Do not share prescription medications with another person.
If you have questions about medications, side effects, interactions, dosing, or whether a product is appropriate for you, contact a qualified health care professional or pharmacist.
9. COMMUNICATIONS
StayWell may contact you regarding a request or program in which you are participating through methods such as telephone, email, text message, or other communications you have authorized.
Program-related communications may include:
Request confirmations
Eligibility updates
Provider or pharmacy coordination
Order or shipment updates
Program check-ins
Reminders
Requests for additional information
Customer support communications
Separate consent may be requested for promotional or marketing communications.
Consent to receive marketing text messages is not a condition of receiving health care, program services, or purchasing any product or service.
Where applicable, message and data rates may apply and message frequency may vary.
You may withdraw consent to receive text messages at any time by replying STOP or by communicating your request through another reasonable method.
You may reply HELP for assistance where supported.
Stopping marketing communications does not necessarily prevent us from sending communications that are legally required or necessary to complete a transaction or request that you initiated, to the extent permitted by law.
10. ELECTRONIC COMMUNICATIONS AND SIGNATURES
By using electronic forms or services, you consent to conducting applicable transactions electronically.
When you provide an electronic signature or otherwise affirmatively agree to a consent, authorization, or acknowledgment, you agree that the electronic action is intended to have the same effect as a handwritten signature to the extent permitted by applicable law.
Certain programs may require additional or separate consents, authorizations, disclosures, or signatures.
These Terms do not replace any separate medical consent, telehealth consent, pharmacy authorization, insurance authorization, privacy notice, or other program-specific documentation that may be required.
11. PRIVACY AND HEALTH INFORMATION
Your privacy is important to us.
Information collected through StayWell is handled in accordance with our Privacy Policy and applicable law.
Certain health information may also be subject to the Health Insurance Portability and Accountability Act of 1996 ("HIPAA") when the information is created, received, maintained, or transmitted by a HIPAA-covered entity or business associate in circumstances subject to HIPAA.
Participating health care providers and pharmacies may maintain their own privacy practices and Notices of Privacy Practices.
Those notices may apply separately to information maintained by those organizations.
Please review the Stay Well US Privacy Policy and applicable HIPAA or pharmacy privacy disclosures for additional information about how information may be collected, used, disclosed, and protected.
12. AUTHORIZATION TO SHARE INFORMATION FOR PROGRAM COORDINATION
When you request participation in a StayWell-supported program and provide applicable consent or authorization, information you submit may be shared with organizations involved in fulfilling your request, as permitted by law.
These organizations may include:
Licensed health care providers
Licensed pharmacies
Health plans
Medicaid or Medi-Cal administrators
Fulfillment or shipping partners
Technology service providers
Customer support providers
Other organizations necessary to administer the requested service
StayWell will not interpret your acceptance of these general Terms as a substitute for a separate authorization when applicable law requires a specific authorization.
13. SHIPPING AND DELIVERY
When products are approved for shipment, delivery estimates are estimates only.
Actual delivery times may be affected by pharmacy processing, provider review, carrier delays, inventory availability, incorrect addresses, weather, holidays, or circumstances outside StayWell's reasonable control.
You are responsible for providing an accurate and current shipping address.
If you believe a shipment is missing, damaged, incorrectly delivered, or contains the wrong item, contact StayWell or the dispensing pharmacy promptly so the issue can be reviewed.
14. EDUCATIONAL INFORMATION
Information provided on StayWell websites, emails, text messages, social media, brochures, advertisements, or other educational materials is provided for general informational purposes.
It is not intended to replace individualized medical advice, diagnosis, or treatment.
Do not disregard professional medical advice or delay seeking medical care because of information you received through StayWell.
Always consult an appropriately qualified health care professional regarding personal medical questions.
15. THIRD-PARTY PROVIDERS AND SERVICES
StayWell may provide access to or coordinate with independent health care providers, pharmacies, laboratories, carriers, health plans, technology companies, or other third parties.
These organizations may have their own terms, privacy practices, professional obligations, and policies.
StayWell is not responsible for the independent professional judgment of licensed health care providers or pharmacists.
Nothing in these Terms is intended to create an employment, partnership, agency, or joint venture relationship between StayWell and an independent provider or pharmacy unless expressly established by a separate written agreement.
16. PARTICIPATING PHARMACY PARTNERS
Stay Well US works with independently licensed pharmacies to support eligible StayWell programs.
Depending on your program, location, health plan, prescription, product availability, and other applicable requirements, your prescription or eligible wellness products may be processed or fulfilled by one of our participating pharmacy partners.
Current participating California pharmacy partners include:
Atlantic Pharmacy
Atlantic Pharmacy 5119 E Beverly Blvd Los Angeles, CA 90022
Phone: (323) 264-5060 Fax: (323) 264-5252
New Hope Pharmacy
New Hope Rx Pharmacy, Inc. d/b/a New Hope Pharmacy 29798 Haun Rd, Suite 100 Menifee, CA 92586
Phone: (951) 679-9088 Website: newhoperx.com
Participating pharmacy partners may change based on program requirements, location, licensing, payer requirements, network participation, inventory, or other operational considerations.
The pharmacy responsible for dispensing a prescription exercises its own independent professional judgment and is responsible for pharmacy services provided to you.
Stay Well US does not dispense prescription medications.
Questions concerning a prescription, medication instructions, pharmacy dispensing decision, drug interaction, adverse reaction, or other pharmacy-specific matter should be directed to the dispensing pharmacy or another qualified health care professional.
17. WEBSITE USE
You may use StayWell websites and online services only for lawful purposes.
You agree not to:
Interfere with the operation or security of the website
Attempt to gain unauthorized access to systems or information
Use automated systems to scrape or misuse website content
Introduce viruses, malicious code, or harmful technology
Impersonate another person
Submit intentionally false or fraudulent information
Use the Services in violation of applicable law
StayWell may restrict or terminate access to its websites or services when reasonably necessary to protect participants, partners, systems, or legal compliance.
18. INTELLECTUAL PROPERTY
Unless otherwise indicated, the StayWell name, logos, website design, graphics, text, program materials, photographs, videos, and other content made available through the Services are owned by or licensed to Stay Well US and are protected by applicable intellectual property laws.
You may use the Services and materials for your personal, noncommercial use.
You may not reproduce, distribute, modify, sell, publish, or commercially exploit StayWell content without prior written permission except where permitted by law.
19. THIRD-PARTY LINKS
Our websites or communications may contain links to third-party websites or services.
A link does not necessarily mean StayWell owns, controls, endorses, or is responsible for that website or service.
Your use of a third-party website is subject to that third party's terms and privacy practices.
20. DISCLAIMER OF WARRANTIES
TO THE FULLEST EXTENT PERMITTED BY LAW, THE STAYWELL WEBSITE, PROGRAM COORDINATION SERVICES, EDUCATIONAL MATERIALS, AND OTHER NON-CLINICAL SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.
STAY WELL US DOES NOT GUARANTEE THAT THE SERVICES WILL ALWAYS BE AVAILABLE, UNINTERRUPTED, ERROR-FREE, OR SUITABLE FOR EVERY INDIVIDUAL.
STAY WELL US DOES NOT GUARANTEE PROGRAM ELIGIBILITY, INSURANCE COVERAGE, PROVIDER APPROVAL, PRESCRIPTION ISSUANCE, PHARMACY FULFILLMENT, DELIVERY TIME, OR A PARTICULAR HEALTH OUTCOME.
Nothing in this section limits rights or warranties that cannot lawfully be waived.
21. LIMITATION OF LIABILITY
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, STAY WELL US AND ITS AFFILIATES, OFFICERS, EMPLOYEES, AND AGENTS WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES ARISING FROM OR RELATED TO YOUR USE OF THE NON-CLINICAL STAYWELL SERVICES.
Nothing in these Terms is intended to exclude or limit liability where such limitation is prohibited by law.
Nothing in these Terms limits the independent legal or professional responsibilities of a licensed health care provider, pharmacy, or other regulated entity.
22. INDEMNIFICATION
To the extent permitted by applicable law, you agree to indemnify and hold harmless Stay Well US and its affiliates from claims, losses, or expenses arising directly from your intentional misuse of the Services, fraudulent activity, violation of these Terms, or violation of another person's rights.
This provision does not require you to indemnify StayWell for StayWell's own unlawful conduct, negligence, or other liability that cannot legally be transferred to you.
23. DISPUTE RESOLUTION AND ARBITRATION
PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS.
Before initiating formal proceedings, you and StayWell agree to make a good-faith effort to resolve a dispute informally.
You may begin the informal resolution process by contacting:
Stay Well US LLC 721 N Main St #220 Layton, UT 84040
Please include your name, contact information, a description of the dispute, and the resolution you are requesting.
If the dispute cannot be resolved informally, then, except for matters that qualify for small claims court or rights that cannot lawfully be subject to arbitration, disputes arising from these Terms or the StayWell Services will be resolved through binding individual arbitration rather than a jury trial.
Arbitration will be administered under applicable consumer arbitration rules by a nationally recognized arbitration organization agreed upon by the parties or otherwise selected in accordance with applicable law.
The arbitration may occur remotely or in a reasonably convenient location based on the participant's residence unless the parties agree otherwise.
NO CLASS ACTIONS
To the fullest extent permitted by law, disputes subject to arbitration must be brought on an individual basis and not as a plaintiff or class member in a purported class, collective, consolidated, or representative proceeding.
Nothing in these Terms prevents either party from pursuing a qualifying claim in small claims court.
Nothing in these Terms waives any right to seek public injunctive relief or any other remedy that cannot lawfully be waived.
Arbitration Opt-Out
You may opt out of this arbitration agreement by sending written notice to [email protected] within 30 days after you first accept these Terms.
Your notice must include your name, the email address or telephone number associated with your StayWell request, and a clear statement that you wish to opt out of the arbitration provision.
Opting out of arbitration will not affect your ability to participate in a StayWell-supported program.
24. GOVERNING LAW
These Terms are governed by applicable federal law and, where permitted, the laws of the State of Utah, without regard to conflict-of-law principles.
If you reside in another state, nothing in these Terms deprives you of consumer protections or other rights that cannot legally be waived under the laws applicable to you.
25. CHANGES TO THESE TERMS
StayWell may update these Terms periodically to reflect changes in law, technology, programs, partners, or business practices.
When material changes are made, we will update the "Last Updated" date and provide additional notice when required by applicable law.
Changes apply prospectively from their effective date.
Your continued use of the Services after updated Terms become effective constitutes acceptance of the updated Terms to the extent permitted by law.
If a change requires affirmative consent under applicable law, we will request that consent separately.
26. SEVERABILITY
If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.
Any unenforceable provision will be interpreted or modified only to the minimum extent necessary to make it enforceable where permitted.
27. NO WAIVER
If StayWell does not enforce a provision of these Terms on one occasion, that does not waive our right to enforce the provision later.
28. ENTIRE AGREEMENT
These Terms, together with the StayWell Privacy Policy and any applicable program-specific consents, authorizations, disclosures, or agreements, constitute the applicable agreement governing your use of StayWell's non-clinical Services.
If a program-specific consent or authorization conflicts with these general Terms regarding a matter specifically addressed by that document, the program-specific document will control for that matter.
29. CONTACT US
Questions about these Terms may be directed to:
Stay Well US LLC 721 N Main St #220 Layton, UT 84040
