Terms of Service

The following defined terms apply throughout these Terms of Service ("Terms"):

• "Services" means the clinical evaluations, medical consultations, prescriptions, laboratory orders, referrals, care coordination, and all related clinical care provided by licensed clinicians of Northeast Family Care.
• "Appointment" means a scheduled clinical evaluation and related care between a Patient and a licensed clinician. The term is modality-neutral and encompasses any format in which care is delivered.
• "Patient" or "you" means any individual who creates an account, accesses, or receives Services from Northeast Family Care, including dependents whose accounts are managed by a parent or legal guardian.
• "Provider" or "we," "us," "our" means Northeast Family Care and its licensed clinicians, staff, and authorized representatives.
• "Website" means the website located at https://northeastfamilycare.com, including all subdomains and associated web applications.

These Terms constitute a legally binding agreement between you and Northeast Family Care, governing your access to and use of our Services and Website.

By creating an account, scheduling an Appointment, or otherwise accessing or using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you must not access or use our Services.

Appointments may be requested through our Website or by contacting our office directly. By submitting a request, you understand that:

• Submitting a request does not guarantee an Appointment. All requests are subject to clinician availability and clinical review.
• We will make reasonable efforts to accommodate your scheduling preferences, but Appointment times are not confirmed until you receive explicit confirmation from our office.
• You are responsible for providing accurate contact information so we can reach you regarding scheduling.
• If you need to cancel or reschedule, please provide as much advance notice as possible. Repeated no-shows or late cancellations may result in restrictions on future scheduling.

Northeast Family Care operates as a direct pay practice. Please note:

• Direct Pay Model: We do not bill insurance directly for most Services. Payment is due at the time of service unless other arrangements have been made in advance.
• Insurance Assistance: We can provide your insurance information for lab routing, prescriptions, and referrals where applicable.
• Superbills: Upon request, we can provide documentation for you to submit to your insurance carrier for potential reimbursement.
• Accepted Payment Methods: We accept major credit cards, debit cards, and HSA/FSA cards.
• Payment Processing: All payments are processed securely through Stripe. We never store your full credit card number on our servers. All transactions are encrypted with 256-bit SSL and comply with PCI DSS Level 1 standards.
• Pricing Transparency: Service fees are displayed prior to confirmation. Pricing for laboratory orders includes itemized components (lab processing costs, collection fees, and interpretation fees) shown before you confirm your order.

By creating an account, you consent to receive communications from Northeast Family Care related to your care, account, and Services. Communications may be delivered via email, SMS (if you opt in), or telephone.

For details on how we handle your personal and health information, see our Privacy Policy.

The content on our Website, including text, graphics, and general health information, is provided for informational purposes only. It is not intended as medical advice, diagnosis, or treatment. Always seek the advice of a qualified healthcare provider with any questions you may have regarding a medical condition.

We make reasonable efforts to keep the information on our Website accurate and up to date, but we do not warrant the completeness, reliability, or accuracy of any content. Reliance on any information provided by the Website is solely at your own risk.

We want every Patient to have a positive experience. Our refund and cancellation terms are as follows:

• Appointment Payments: Refund eligibility is evaluated on a case-by-case basis. If a clinician has not yet reviewed your case, you may be eligible for a full refund. Once clinical Services have been rendered, refunds are generally not available.
• Lab Orders: Lab orders that have already been transmitted to the laboratory cannot be refunded. If an order has not yet been sent for processing, you may be eligible for a full refund.
• Referral Services: Referral coordination fees are non-refundable once the referral has been initiated with the specialist. If the referral has not been processed, a refund may be issued.
• Refund Processing: Approved refunds are returned to the original payment method within 5–10 business days.
• Disputes: If you believe a charge is incorrect, please contact contact@northeastfamilycare.com within 30 days of the charge.

As a Patient using our Services, you agree to:

• Provide accurate, complete, and current information about yourself and your health conditions.
• Keep your account credentials secure and not share them with others.
• Notify us immediately if you suspect unauthorized access to your account.
• Follow treatment plans and instructions provided by your clinician.
• Seek emergency care when appropriate and not rely solely on our Services for emergencies.
• Be physically located in a state where our clinicians are licensed to practice at the time of your Appointment.
• Not use the Services for any unlawful or fraudulent purpose.

You may not use our Services to:

• Provide false or misleading information about your identity or health status.
• Impersonate another person or seek care on behalf of someone without proper authorization.
• Attempt to gain unauthorized access to our systems, databases, or other users' accounts.
• Interfere with or disrupt the integrity or performance of the Services or Website.
• Seek prescriptions for controlled substances inappropriately or for non-medical purposes.
• Use automated tools, bots, or scripts to access or interact with the Website or Services.

We reserve the right to suspend or terminate your account and access to the Services at our discretion, with or without notice, for conduct that we believe violates these Terms, is harmful to other users, or is otherwise detrimental to the practice. You may also terminate your account at any time by contacting us.

Upon termination, your right to use the Services will immediately cease. We will retain your medical records as required by applicable state and federal law.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NORTHEAST FAMILY CARE AND ITS OFFICERS, DIRECTORS, EMPLOYEES, CLINICIANS, AND AGENTS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR RELATED TO YOUR USE OF THE SERVICES OR WEBSITE.

OUR TOTAL AGGREGATE LIABILITY FOR ANY CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES SHALL NOT EXCEED THE AMOUNT YOU PAID TO US FOR THE SPECIFIC SERVICE GIVING RISE TO THE CLAIM.

Nothing in these Terms shall limit or exclude our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited by applicable law.

These Terms shall be governed by and construed in accordance with the laws of the Commonwealth of Massachusetts, without regard to its conflict of law provisions.

Any disputes arising from these Terms or your use of the Services shall be resolved through binding arbitration in accordance with the American Arbitration Association's rules, unless prohibited by law. The venue for any arbitration or legal proceedings shall be in the Commonwealth of Massachusetts.