Terms of Service

What Welling Is

Welling PLLC is a professional practice that delivers clinician-led care. Through the Welling Membership (Section 5.4), Welling offers lab testing you choose, with each draw’s results reviewed in writing by a Welling Clinician; Clinician calls about your results (Section 5.13); and prescription treatment, for the conditions we list in the App or on our website where you live, through visits with an independent medical practice (the “practice” described in Section 5.11). Prescription visits you request through Welling are conducted by licensed Clinicians at the practice, and every prescribing decision in those visits is made by the practice’s Clinician, using their independent medical judgment.

The App is a companion tool for education, meal logging, coaching-style prompts, and care coordination. It is not a substitute for an in-person evaluation when your clinician tells you one is required.

Which services you can use depends on your plan and where you live, and we show you before you buy. Features vary by program and Clinician judgment; we do not guarantee availability of any specific medication, dose, lab test, or delivery timeline.

Except where a clinician-patient relationship is expressly formed through Welling’s intake and consent flows, use of the App alone does not create a treatment relationship. Always follow instructions from your treating clinician and seek urgent or emergency care when appropriate.

Who Can Use Welling

You must be at least 18 years old, reside in the United States, and use the App and services only in states where Welling is permitted to offer them. You agree that all registration and health information you provide is accurate and complete to the best of your knowledge, and that you will update it when it changes.

You may not use the App on behalf of another adult without their informed participation and consent as required by our intake process, and you may not share your account credentials. We may refuse or discontinue service if eligibility requirements are not met or if continued care would be unsafe or unlawful.

Your Account

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. Notify us promptly at support@wellinghealth.com if you suspect unauthorized access.

You agree not to circumvent technical protections, probe systems in ways that could harm Welling or other users, or use the App for any purpose other than your personal, non-commercial care journey unless we expressly authorize otherwise in writing.

How Clinical Care Works

Clinical care through Welling is provided by licensed professionals exercising independent medical judgment. The following describes how that care generally works; your clinician may give you additional instructions that control if they conflict with general App messaging.

• Care may be delivered via telehealth (for example, video or phone) and secure messaging, including asynchronous review when clinically appropriate.
• The App and telehealth services are not for emergencies. If you believe you are experiencing an emergency, call 911 or go to the nearest emergency department.
• You agree to provide truthful information, participate honestly in assessments, and promptly report new symptoms, pregnancy, or changes in other medications or supplements.
• You remain responsible for maintaining a relationship with a local clinician when recommended, and for obtaining in-person care when your clinician advises it.

If connectivity, technology, or other limitations prevent a safe evaluation, your clinician may decline to prescribe or may refer you elsewhere.

Medications, doses, titrations, and refills are prescribed only when a licensed clinician determines they are medically appropriate. Welling does not guarantee that any prescription will be issued, continued, or renewed. Prescribing is subject to federal and state law, pharmacy acceptance, and clinical standards.

When a prescription is issued, it may be transmitted to a licensed pharmacy or compounding facility that is independent of Welling for dispensing and shipping. You agree to comply with pharmacy terms, signature requirements, and cold-chain or handling instructions. Any estimated shipping timelines are estimates only.

Your clinician may order laboratory tests or monitoring consistent with your protocol. You are responsible for completing ordered testing in the timeframe requested and for sharing results through the channels we provide. Failure to complete reasonable monitoring may result in pausing or ending prescriptions for your safety.

You may discontinue care at any time, but doing so may affect access to prescriptions or certain App features. Welling may transition you to another qualified clinician when necessary for continuity, coverage, or compliance. If care ends, you remain responsible for obtaining records and follow-up care from other providers as needed.

When you order lab testing through Welling, your order is placed with Junction (Adept Labs, Inc. d/b/a Junction), the lab testing network we use, and a licensed Clinician in Junction’s physician network may review and approve your lab order and may contact you about your results.

Junction’s physician network asks for your informed consent to telehealth. When you agree to these Terms at a lab order, or at a checkout whose box names this Section, you also agree to the Telehealth Consent Form below, the physician network’s own form, shown word for word.

I understand that Telehealth is a mode of delivering health care services via communication technologies (e.g., internet or cellphone) to facilitate diagnosis, consultation, treatment, education, care management, and self-management of a patient’s health care.

By acknowledging my consent below, I understand and agree to the following:

1. I understand that Junction and affiliate Openloop Healthcare Partners, PC offer Telehealth consultations, which are conducted through videoconferencing, telephonic, and asynchronous technology and my Telehealth provider will not be present in the room with me.

2. I understand there are potential risks to the use of Telehealth technology, including but not limited to, interruptions, delays, unauthorized access, and or other technical difficulties. I understand that either my Telehealth provider or I can discontinue the Telehealth appointment if the technical connections are not adequate for my visit.

3. I understand that I could seek an in-office visit rather than obtain care from a Telehealth provider, and I am choosing to participate in a Telehealth consultation with Junction, an affiliate of Openloop Healthcare Partners, PC, Openloop Healthcare Partners, PC, Openloop Healthcare Partners California, PC, Openloop Healthcare Partners Colorado, PC, Openloop Healthcare Partners New Jersey, PC, Openloop Healthcare Partners Wisconsin SC, Reliant.MD Medical Associates, PLLC, Reliant.MD Medical Associates California, PC, Reliant.MD Medical Associates Colorado, PC, Reliant.MD Medical Associates New Jersey, PC, Reliant.MD Medical Associates Wisconsin, SC, MECNB Physician Services, PC, MECNB Physician Services California, PC, MECNB Physician Services Colorado, PC, MECNB Physician Services New Jersey, PC, and MECNB Physician Services, SC.

4. To protect the confidentiality of my health information, I agree to undertake my Telehealth consultation in a private location, and I understand that my Telehealth provider will similarly be in a private location.

5. I understand that I am responsible for payment of any amounts due and owing resulting from my Telehealth visit.

6. In an emergent situation, I understand that the responsibility of my Telehealth provider may be to direct me to emergency medical services, such as an emergency room.

By acknowledging below, I certify:

• that I have read this form and/or had it explained to me
• that I understand the risks and benefits of a Telehealth appointment
• That I have been given the opportunity to ask questions and that such questions have been answered to my satisfaction.

Effective as of February 21, 2023

Pricing

Welling’s fees and medication-related charges are cash-pay and quoted outside of insurance billing. Welling does NOT discount its professional fees or medication prices against insurance, Medicare, Medicaid, TRICARE, or any third-party payor fee schedule, “usual and customary” benchmark, or similar measure.

• The Welling Membership’s price, how often it is charged, and what it includes are shown before you join (Section 5.4).
• Each draw you order through Welling is reviewed by a Welling Clinician in a written report, with no charge beyond that lab’s price (Section 5.10).
• Professional services may include telehealth visits, asynchronous review, and secure messaging within the scope of your plan. Prescription visits with a Clinician at the practice (Section 5.11) are billed separately from your plan, per visit.
• Labs are charged per order at Welling’s lab price (Section 5.10), and Clinician calls at their price unless one is included (Section 5.13).
• Medication and supply charges, when applicable, are separate from professional fees unless expressly bundled in writing.
• Medication prices include shipping, as described in Section 5.11. Any other charge is shown before you agree to it.

You authorize Welling and its payment processors to charge your selected payment method for authorized amounts, including recurring charges where you enroll in a subscription or payment plan. If a payment fails, we may suspend services until the balance is resolved.

You are responsible for applicable taxes unless stated otherwise. Misuse of chargebacks may result in account closure. We may adjust published prices prospectively; material changes to subscription pricing will be communicated as described in Section 16.

You authorize us to charge your payment method for charges you approve, and for charges made under a standing permission you have accepted, as described in this Section.

The Welling Membership is one membership, billed every month or every year, as you choose when you join. Its price is a membership access fee for the services described in Section 5.1. Labs, medicines, visit fees and Clinician calls are charged as Sections 5.10, 5.11 and 5.13 describe.

Your Welling Membership renews automatically at the end of each month or year you are billed for, until you cancel. Each renewal is charged to your payment method at your plan’s price then in effect, with any code that still applies (Section 5.10). When you join, the box you tick to agree to these Terms names the renewal: the amount, how often it is charged, and that it continues until you cancel. Right above that box we show you the amount, how to cancel, and the refund rule in Section 5.5, and we keep a record of your agreement.

If you are billed yearly, we notify you in writing 30 days before each renewal, with the renewal date, the amount, how often you are charged and how to cancel. If you are billed monthly, we remind you once a year how often you are charged, the amount, and how to cancel. If the amount of a renewal changes, for example because a price changed or a code no longer applies, we tell you the new amount, and the date it applies from, at least 7 and no more than 30 days before that date. A changed price applies to a plan you hold only from its next renewal.

Right after you buy any plan that renews, we give you a copy of its terms that you can keep: what renews, how often, the amount, how to cancel, and the refund rules in Section 5.5.

You can switch your Membership from monthly to yearly billing at any time: the yearly charge is taken when you switch, less a credit for the unused part of your current month, and your yearly term starts that day. You can switch from yearly to monthly at the end of your year. A partner code you joined with stays with your Membership when you switch. Before you switch either way, we show you what your Membership renews at, and you tick a box, never ticked for you, that names your new renewal: the amount, how often it is charged, and that it continues until you cancel. When you switch from monthly to yearly, we also show you the amount charged that day and whether it can be refunded: switching does not end the refund window of your first monthly charge, so a yearly charge taken while that window is open can be refunded with it, within fourteen (14) days of that first charge, and a yearly charge taken after that window has ended is not refundable (Section 5.5).

If you connect an AI assistant to your Welling account (your “connected assistant”), you may also accept a standing permission that lets us charge your payment method, without asking you each time, when your connected assistant places one of these orders through Welling: a refill of a current prescription; a visit fee or a lab test that a Clinician requires for that prescription; or a repeat order of the same lab tests you have bought before. Each is charged only at or below the last price you agreed to for that same refill, fee or order, and within limits you set for each charge and for any 30 days. Anything new, or priced higher, waits for your approval. You accept a standing permission on its own, in the App or on a Welling card shown in your connected assistant, never by your assistant alone, by ticking a box that is never ticked for you, and we give you a copy of it to keep. It lasts 12 months unless you turn it off sooner, which you can do at any time, and we tell you the amount of every charge made under it. A charge under a standing permission never uses your first labs credit (Section 5.12). Renewals of a plan under this Section are not charges under a standing permission.

“Welling for your assistant” is a plan for members who do not hold the Welling Membership. It is an access fee, not a medical service: it lets you order Welling’s labs, and medicines once we offer them this way, through your connected assistant. Labs, medicines and visit fees are paid per order, each at the price shown before you agree to it. A Clinician reviews the results of each draw you order under Welling for your assistant in a written report, paid for inside that lab’s price. Welling for your assistant includes no Clinician call: you can book one at its price (Section 5.13). Booking and rebooking draws, and the rest of the plan’s logistics, run through your connected assistant, not in the App. Before you buy it, we show you which services it covers where you live and through which assistants.

You choose to be billed for Welling for your assistant every month or every year. Either way, its price is shown before you agree, and it renews automatically at the end of each period until you cancel. You can switch from monthly to yearly at any time: the yearly charge is taken when you switch, less a credit for the unused part of your current month. You can switch from yearly to monthly at the end of your year. A switch of Welling for your assistant works as it does for the Membership: you tick a box that names your new renewal, and switching from monthly to yearly does not end the refund window of your first monthly charge, so a yearly charge taken while that window is open can be refunded with it, within fourteen (14) days of that charge, and one taken after that window has ended is not (Section 5.5). If you are billed yearly, we send you the renewal notice described above. If you are billed monthly, we remind you once a year how often you are charged, the amount, and how to cancel.

If you move from Welling for your assistant to the Welling Membership, Welling for your assistant ends on the day you move and your Membership starts that day. You are never charged for both for the same time.

• If Welling for your assistant is billed yearly, you move to a yearly Membership. Each unused whole month left in your year of Welling for your assistant, valued at one twelfth of the yearly price of Welling for your assistant and never more in total than you paid for that year, comes off the price of your first Membership year, after any code. If those months come to more than that price, you pay nothing that day, and the rest is not refunded or carried forward. To be billed monthly instead, you can move when your year of Welling for your assistant ends.
• If Welling for your assistant is billed monthly and you choose monthly billing for the Membership, nothing is charged when you move, and your first Membership charge is taken on the day your next charge for Welling for your assistant would have been due.
• If Welling for your assistant is billed monthly and you choose yearly billing for the Membership, the unused part of your current month comes off the price of your first Membership year.

Nothing is refunded to your payment method when you move, moving ends the refund window of your charge for Welling for your assistant described in Section 5.5, and you do not receive a second first labs credit. Your Membership then renews at its own price. Before you agree, we show you the amount charged that day and what your Membership renews at.

You may request a refund of your first charge for the Welling Membership or Welling for your assistant, billed monthly or yearly, within fourteen (14) days of that charge. We refund what you paid for that charge, less any of your first labs credit (Section 5.12) you have spent by then, counted at its face value. If the credit you spent comes to more than that charge, nothing is refunded. The rest of that credit ends with the refund. You can request a refund in the App or on our website, under Settings, under Manage membership; through your connected assistant, if you have connected one; or by emailing support@wellinghealth.com. We show you the amount before you confirm.

That window ends immediately upon the earliest of the following under that plan:

• a Clinician review that a Clinician at the practice completes (Section 5.11), whether or not a prescription is written,
• the placement of a medication order, or
• a completed Clinician call (Section 5.13), whether it was included or paid for.

A blood draw does not end the window, and neither does switching from monthly to yearly billing. If you are billed monthly and switch to yearly billing within fourteen (14) days of your first monthly charge, both charges are in the window: within those same fourteen days, counted from your first monthly charge, you may request a refund of your first monthly charge and of the yearly charge taken when you switched. We refund what you paid for both, less any of your first labs credit you have spent by then, counted at its face value.

If you hold the Welling Membership and a Clinician at the practice completes your Clinician review by declining to prescribe for you, you may still request a refund under this Section within fourteen (14) days of your first charge, unless you have used something else under that plan, before or after that review: a lab sample of yours collected (a draw of the lab set your treatment required before your Clinician review does not count), a medication order placed or a completed Clinician call. If you have, that review ends the window, as any completed Clinician review does. Its Clinician review fee is still charged, because the Clinician completed the review, whether or not a prescription was written (it is not a review the practice refuses, Section 5.11), and it is not refunded.

Once the window has ended under this Section, the charges in the window are no longer refundable, whether or not fourteen days have passed. Fourteen (14) days after your first charge, they are not refundable and are not prorated.

Only your first charge, and a yearly charge taken when you switch inside its window, can be refunded this way. Later charges, including every renewal and a yearly charge taken when you switch after that window has ended, are not refundable and are not prorated. Your plan continues through the end of the period you paid for, and you can cancel at any time, as described in Section 5.6.

If unused time on Welling for your assistant came off your first Membership charge (Section 5.4) and you request a refund of that charge within its window, we refund only what you paid that day, less any of your first labs credit you spent that came with that year of Welling for your assistant or with your Membership. The unused time that came off that charge is not refunded, and Welling for your assistant does not restart. Moving from Welling for your assistant to the Welling Membership ends the refund window of your charge for Welling for your assistant.

When a refund ends your plan, lab orders you have already paid for, with your card or your credit, are honored, and Section 5.6 describes what happens to the rest of your care.

A lab you pay for, such as a set, a Comprehensive panel or a marker you add, is refunded in full if you cancel it before its sample is collected: the part your card paid goes back to your payment method, and the part your first labs credit paid goes back to your credit while it has not ended (Section 5.12). When you pay for and schedule more than one draw ahead (a “lab plan”), you can cancel any draw whose lab order has not yet been sent to the laboratory, and it is refunded at the price you paid for that draw. If Welling for your assistant ends while you hold a lab plan, lab orders already sent to the laboratory stay valid for 60 days, and later draws are refunded at the price you paid for each. If it ends because you moved to the Welling Membership, your lab plan continues under your Membership.

The Clinician call that comes with a Comprehensive panel (Section 5.13) has no separate price and no cash value. The panel is refunded as a lab, and an included call that is not booked within its window is not refunded or credited. A Clinician call you pay for is refunded as Section 5.13 describes, and a medication charge as Section 5.11 describes.

You can cancel any plan that renews (the Welling Membership or Welling for your assistant) at any time: under Settings, under Manage membership, in the App or online at wellinghealth.com/settings/membership; in our billing portal; by asking your connected assistant, if you have connected one; or by emailing support@wellinghealth.com. Cancelling takes no more steps than signing up did, and a plan you joined through your connected assistant can be cancelled there.

Cancelling turns off future automatic renewals. It does not end your current billing period, and it does not entitle you to a refund of fees you have already paid; a refund is available only as described in Section 5.5. You keep full access to everything in your plan through the end of the period you paid for.

If a renewal payment fails, our payment processor tries it again for a short time. While it does, refills of a current prescription continue, and new lab orders, visits and Clinician calls wait until the payment goes through. If it is never paid, your plan ends.

When your plan ends, whether by a cancel, a refund or a payment that was never made: a prescription fill already under way is completed or, where the law allows, transferred; lab orders you have already paid for are honored; a Clinician call you have booked follows Section 5.13; and your records stay readable in the App.

Medication is dispensed and shipped by a licensed United States pharmacy or 503A compounding facility that is independent of Welling. It travels by a national carrier, in cold-chain packaging when the medication is temperature sensitive. Most patients receive a first shipment within five to seven business days of completing intake, after a clinician has reviewed the prescription. That is an estimate, not a guarantee, and a clinician may need more information before anything is dispensed.

Any delivery charge for medication is part of the medication price shown to you before you authorize it, as described in Section 5.11.

We ship within the United States only. Some treatments are subject to state-specific prescribing and dispensing rules and may not be available where you live.

Laboratory work is not shipped. A blood draw is completed in person at a Quest Diagnostics patient service center you choose. Before you pay for a lab order, we show you which laboratory your draw is at.

If a shipment has not arrived within a reasonable time after the estimate, contact us at support@wellinghealth.com or 253-449-0003 and we will trace it with the dispensing pharmacy and the carrier.

Prescription medication cannot be returned. Once a medication has been dispensed and has left the pharmacy, federal and state pharmacy rules prohibit the pharmacy or Welling from accepting it back for reuse or resale, and no return credit is available. This is a safety rule, and it applies even when the medication is unopened.

If an order arrives damaged, if the medication looks like it was compromised in transit, or if you receive the wrong item, do not use it. Contact us at support@wellinghealth.com or 253-449-0003 as soon as you notice, keep the packaging, and we will work with the dispensing pharmacy to arrange a replacement where their policy and the law allow.

Do not put medication in household waste. Follow the disposal instructions that come with your shipment, or use a pharmacy take-back program.

All fees, medication charges, and other amounts quoted on our website, in the App, and at checkout are stated and charged in United States dollars (USD).

Payment is taken by our payment processor, and you enter your card details with that processor at checkout. Welling does not receive or store your full card number, and no Welling website page or App screen asks you for card details. Our processor is responsible for handling card data in line with the Payment Card Industry Data Security Standard (PCI DSS), and our website and App use encrypted connections.

If a charge appears that you do not recognize, contact us before disputing it so we can identify it for you.

A partner code comes from an organization Welling works with. It takes 30% off the price of the Welling Membership, billed monthly or yearly, on your first charge and on each renewal while your Membership continues without a break. If your Membership ends and you join again later, a code applies only if it is valid then.

Codes are typed at checkout. You can use one code on your Membership, and a code does not combine with any other code or offer.

A code applies to the price of the Welling Membership only. It never applies to Welling for your assistant, labs, medicines, visit fees, Clinician calls, or the first labs credit (Section 5.12).

Labs are sold to holders of the Welling Membership or Welling for your assistant. Every lab, whether a set, a Comprehensive panel or a single marker, is charged at Welling’s lab price, shown before you order. That price is the whole price of the order: it includes the blood draw and our cost of taking your payment, and nothing is added to it at checkout. Each order is one draw.

A code never reduces a lab price. When you pay for and schedule more than one draw ahead (a “lab plan”), the second and later draws are 15% off. A follow-on lab plan, bought before or within 30 days after the last draw of your current one, continues the count, so every draw in it is 15% off. Your first labs credit can pay for labs as Section 5.12 describes.

A code does not reduce medication charges or visit fees, which are billed as described in Section 5.11.

We may end or change a promotion at any time. Ending a promotion never changes a term you have already paid for.

In these Terms, the “practice” is the independent medical practice whose licensed Clinicians review the requests for prescription treatment you send through Welling. In this Section and Section 5.5, each such review is a “Clinician review”: a Clinician at the practice reviews the answers you send and decides whether to prescribe, and where your state or your treatment requires it, the review is held as a live video visit. Where Sections 1, 5.1, 5.4, 5.6, 5.10, 5.12, 5.13 and 7 of these Terms say “prescription visit” or “visit fee”, or say “visit” for this review, they mean a Clinician review, or the live video visit that holds one, and its Clinician review fee.

Each Clinician review is billed separately from your Welling Membership, per review, at one Clinician review fee shown before you send your answers for review. The Clinician review fee covers the fee charged to us for the review and our cost of taking your payment. Welling adds no markup. The Clinician review fee is charged only when the Clinician completes the review, whether or not a prescription is written. No Clinician review fee is charged for a review that the practice refuses or that is canceled before the Clinician completes it, and messages with a Clinician before or after a review are never charged. If the App shows no Clinician review fee for a review before you send it, no Clinician review fee is charged for that review.

Medication prescribed by a Clinician at the practice is charged when the Clinician prescribes it, and a refill you ask for is charged when you ask for it, at the price you were shown before you asked. That price is one amount. It covers the dispensing pharmacy’s price for the medication and its shipping, and our cost of taking your payment, so shipping is included. Welling adds no markup and no other fee.

Every price in this Section is the same whichever card you pay with, and nothing is added to it at checkout.

Before you send your answers for a Clinician review, you see its Clinician review fee, if one applies, and, when it is priced, the price of the medication you choose. When you send them, you authorize us to charge the payment method you have on file with our payment processor for that Clinician review fee if the Clinician completes the review, and for the price shown for the medication you chose if a Clinician prescribes it. If no price was shown for the medication you chose, or a Clinician prescribes anything other than what you chose, or at a different price, you are not charged for it until you confirm its price. If you are shown a refill’s price, in the App or by your connected assistant, before you ask for it, asking for it authorizes us to charge that price to the same payment method. A refill asked for with no price shown is not charged.

A lab test that a Clinician requires for your prescription is charged at Welling’s lab price (Section 5.10), shown before you agree to it, and your first labs credit can pay for it (Section 5.12).

If you have accepted a standing permission (Section 5.4), a refill of a current prescription, or a Clinician review fee or lab test that a Clinician requires for that prescription, that your connected assistant places through Welling under that permission is authorized without your approval each time, when its price is at or below the last price you agreed to for that same refill, fee or test and within the limits you set. Anything new, or priced higher, waits for your approval.

If a prescription or refill you paid for is canceled or withdrawn before it is sent to the pharmacy, its medication charge is refunded in full. A medication charge refunded in full returns exactly the amount you paid for it, including the part that covered our cost of taking your payment.

If you agreed to an earlier version of our Terms, this Section 5.11 applies to you from the date we give in the notice we send you as described in Section 16, or from the day you agree to these Terms at a checkout, if that is sooner. Otherwise, it applies to you from the day you agree to these Terms.

When you first pay for a yearly plan, the Welling Membership (with or without a partner code) or Welling for your assistant, we add a first labs credit to your account, in the amount shown before you join. You receive it once, ever: never on a renewal, never on a second yearly plan, and never again if you leave and join again. If you are billed monthly, you receive it when you first pay for a yearly plan, for example by switching to yearly billing, if you have never received it.

It lasts 90 days from the day it is added, and then ends, whether or not you have used it. We remind you once in the App or on our website, 14 days before it ends.

It pays only for labs ordered through Welling: a set, a Comprehensive panel, single markers, labs a Clinician requires for a medicine, and the first draw of a lab plan. It never pays for a Clinician call, a visit fee, a medicine, the price of a plan, or an order placed under a standing permission. Before you pay for a lab order, we show you how much of your credit it uses and what is left to pay.

It has no cash value. It cannot be exchanged for cash, transferred, or refunded, and no code applies to it.

If you cancel a lab order before its sample is collected, the credit it used is restored to you, as long as your credit has not ended. A refund under Section 5.5 is reduced by the credit you spent, as described there, and the rest of your credit ends with the refund. If you delete your Welling account, any of your credit you have not used ends.

Labs are not yet available in every state, and you cannot use the credit for labs where they are not available. Before you join, we tell you whether labs are available where you live.

A Clinician call is a video call of up to 20 minutes with a Welling Clinician about your lab results ordered through Welling and their written review, results you bring in yourself, what they may mean, and the plan they suggest, such as what to retest and when. A Clinician call is not a prescription visit: no medicine is started, changed or refilled on a call, and it is not for emergencies. Questions about a medicine are for the Clinicians at the practice (Section 5.11): a video visit to start, change or refill a medicine is part of a prescription visit with the practice, booked in that visit in the App, and is never a Clinician call. If there is more to cover than the time allows, your Clinician may follow up in writing or offer another call.

Each Clinician call has a price, shown before you book, and it is charged when you book. If you hold the Welling Membership, a Comprehensive panel comes with one Clinician call: you can book it once a Welling Clinician signs the review of that panel, within 60 days of that review, and once in any 365 days. Welling for your assistant includes no Clinician call.

You can cancel a booked call at least 24 hours before it starts for a full refund, and you can move a booked call to another time once, at no charge. If you cancel less than 24 hours before the call, or do not join it, its price is not refunded, and an included call counts as used. If we cancel a call, you choose a full refund or a new time, and an included call stays yours. If you delete your Welling account, every Clinician call you have booked is cancelled: a call you paid for is refunded in full, however soon it was to start, and an included call, which has no cash value, ends with it.

Before your first Clinician call, we ask for your consent to telehealth for these calls. That consent is Welling’s own, and it is separate from the lab network’s Telehealth Consent Form in Section 4.6.

Your call may be recorded or transcribed by Google, the video service Welling uses, so that your Clinician can write the note of your call, only if you agree. When recording or note-taking starts, Meet tells everyone on the call. If you say no, when you book or at the start of the call, nothing is recorded or transcribed. The recording, the transcript and any AI draft of the note are kept only until your Clinician signs the note of your call, and are then deleted, unless a request for your records, a complaint, an incident or a legal hold arrives first; the signed note is part of your medical record. Please do not record the call yourself unless you and your Clinician both agree at the start.

A completed Clinician call, whether included or paid for, ends the refund window in Section 5.5, as a completed prescription visit does. A call you pay for is still refunded only as this Section describes.

The free call about whether Welling is right for you is not one of the Clinician calls this Section describes: it is about fit, not your health, no care is given on it, and it is not recorded. It is offered only to people who come to Welling through an organization Welling works with, such as an employer that offers Welling as a benefit. You can book it once a year, after you have used “Is Welling right for me?” (Section 7), unless your organization’s agreement with Welling provides otherwise.

Sharing the App

You may share the App’s public download links or referral tools we provide, but you may not misrepresent Welling’s services, outcomes, or pricing. Any referral incentives are governed by the terms presented in the App at the time of the promotion.

AI at Welling and Clinician Review

Certain App features may use automated or AI-assisted responses to help you log meals, reflect on habits, or surface educational content. These outputs are informational only, may be incorrect or incomplete, and are not a substitute for personalized medical advice from your clinician.

Welling uses AI agents to run much of its service. If you hold the Welling Membership or Welling for your assistant, you write to your care team in one conversation in Messages, in the App or on our website, and AI agents may answer the questions in it that are not clinical, and the emails you send to support@wellinghealth.com. They also handle logistics, such as booking or rebooking a draw, cancelling a plan at the end of its period when you ask, and sending your request to the right person. They answer from our written policies and these Terms. They do not diagnose, prescribe, or make clinical judgments, and they do not decide refunds: a refund, and anything our policies do not cover, is decided by a person at Welling. You can ask for a person at any time, and your request goes to our team. Each message you write in Messages goes to the right place in your care team: a clinical question, including a question about what your lab results mean for you, goes to a Welling Clinician; a question about a medicine the practice prescribed you goes to the Clinicians at the practice while you have an open visit with the practice, and to a Welling Clinician when you do not; and everything else goes to Welling. An AI model reads each message you write in Messages only to send it to the right place in your care team, never to answer it. It reads only that one message, never your medical record, your prescriptions, your results or your earlier messages, and it never reads what the Clinicians at the practice write to you. Our system, not the model, also checks whether you have an open visit with the practice and who in your care team answered you last, and never sends either fact to the model. An AI agent does not answer a clinical question or a message that goes to a Clinician.

Your lab results are reviewed in writing by a Welling Clinician, and you can talk them through with a Welling Clinician on a Clinician call (Section 5.13). If you ask an AI agent about a lab marker, it can explain what the marker measures and what a high or low result can mean in general, repeat your result exactly as your signed report shows it once the review is signed, and offer you a Clinician call, but it does not say what a result means for you. If you are not prescribed a medicine and ask about one we offer, an AI agent may answer from our written policies with general information, never with a clinical judgment about you.

If a message about your clinical information was written by AI and no Clinician reviewed it, the message says so and tells you how to reach a person.

Every review of your lab results that we release to you is read and signed by a Welling Clinician. Software, including AI, may help draft a review, but nothing in it is released until the Clinician has reviewed and signed it.

“Is Welling right for me?” is an AI tool that answers questions about Welling: what it offers, what it costs, and how it works. It is offered only to people who come to Welling through an organization Welling works with, such as an employer that offers Welling as a benefit: on that organization’s page or link on our website, or after you enter its partner code on our join page. It is not offered to the public. Anyone may send a question about Welling to support@wellinghealth.com, where an AI agent answers it as this Section describes. Its answers are general information about Welling, not care for you; using it is not a visit and does not make you a patient. In an emergency, call 911.

Do not enter sensitive information you are uncomfortable processing through vendors that power AI features. Your use of AI coaching, our AI agents and “Is Welling right for me?” is subject to our Privacy Policy and any in-product disclosures.

Your Privacy

We collect, use, and share personal and health information as described in our Privacy Policy. By using the App or receiving care, you acknowledge that electronic communications and records will be used as part of your treatment and operations.

You can review the current Privacy Policy at any time at wellinghealth.com/privacy.

For privacy-specific requests (including certain access or deletion inquiries where applicable), contact privacy@wellinghealth.com. For general legal notices related to these Terms, contact legal@wellinghealth.com.

We implement reasonable safeguards appropriate to the sensitivity of health information. No system is perfectly secure; you agree to use strong passwords, keep devices updated, and protect access to the App.

If you believe your information has been improperly shared or accessed, notify us promptly so we can investigate and meet our regulatory obligations.

What You Agree Not to Do

You agree not to:

• Use the App or services for any unlawful purpose.
• Misrepresent your identity, eligibility, symptoms, or medical history.
• Divert, resell, or attempt to commercialize prescriptions or medications obtained through Welling.
• Harass, threaten, or abuse clinicians, staff, or other users; or send unsolicited bulk messages through Welling systems.
• Reverse engineer, scrape, or attempt to extract models, datasets, or non-public APIs except to the limited extent permitted by law.
• Interfere with the integrity or performance of the App or underlying infrastructure.
• Upload malware, attempt unauthorized access, or probe vulnerabilities outside coordinated disclosure programs we authorize.
• Use the App in any way that could harm you or others when a reasonable person would know it is unsafe.

Intellectual Property

The App, branding, text, graphics, and underlying software are owned by Welling or our licensors and are protected by intellectual property laws. Subject to these Terms, we grant you a limited, revocable, non-exclusive, non-transferable license to use the App for personal use in connection with your care.

Feedback you provide may be used to improve our services without obligation to you, except where prohibited by law.

No Guarantees

Except as expressly stated in a signed writing by Welling, services are provided on an “AS IS” and “AS AVAILABLE” basis to the maximum extent permitted by law. We do not guarantee specific weight outcomes, lab values, or side-effect profiles.

Third-party services (including pharmacies, labs, and carriers) are independent contractors for their respective scopes of work; their failures or delays may affect your experience but do not automatically create liability for Welling except as these Terms otherwise provide.

Limits on Our Liability

To the fullest extent permitted by Washington law and applicable federal law, Welling and its owners, clinicians (solely in their administrative capacity here), employees, contractors, and suppliers will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenues, goodwill, or data, arising from your use of the App or services, even if we have been advised of the possibility.

To the extent permitted by law, our aggregate liability arising out of or relating to these Terms or the services for all claims in the aggregate will not exceed the greater of (a) the amounts you paid to Welling for the services giving rise to the claim during the three (3) months before the event, or (b) two hundred fifty dollars (USD $250).

Some jurisdictions do not allow certain limitations; in those cases, our liability is limited to the minimum extent permitted by law. Nothing in these Terms limits liability that cannot be limited by law.

Your Promises to Us

You agree to indemnify, defend, and hold harmless Welling and its personnel from and against any third-party claims, damages, losses, or expenses (including reasonable attorneys’ fees) arising out of your misuse of the App or services, your breach of these Terms, or your violation of applicable law, except to the extent caused by Welling’s willful misconduct as finally determined by a court of competent jurisdiction.

Ending the Relationship

You may stop using the App and may request care discontinuation consistent with safe tapering and pharmacy rules. Certain records retention obligations may require us to retain information even after closure.

Cancelling a paid membership, automatic renewal, and refunds are covered in Section 5.4 through Section 5.6.

We may suspend or terminate access to the App or services if you violate these Terms, create safety risks, or if we must comply with law or licensing requirements. Written questions about termination may be sent to support@wellinghealth.com.

Resolving Disputes

Most concerns can be resolved informally. If a dispute arises, you and Welling agree to the following process and terms, except where prohibited by law.

Before filing a claim, you agree to contact legal@wellinghealth.com with a brief description of the dispute and the relief you seek. We will attempt in good faith to resolve the matter within thirty (30) days.

If informal resolution fails, either party may elect binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, as modified by this Section. The seat of arbitration will be Tacoma, Washington (or another mutually agreed location). The arbitrator may award relief only on an individual basis.

Either party may bring an individual action in small claims court in Pierce County, Washington (or the county of your residence if permitted by the court’s rules), provided the matter remains in that court and seeks only relief available there.

To the fullest extent permitted by law, you and Welling waive any right to participate as a plaintiff or class member in any purported class, collective, or representative proceeding. If this waiver is found unenforceable as to a particular claim, that claim must proceed in court, and the parties agree to jurisdiction and venue in the state or federal courts located in Pierce County, Washington.

Changes to These Terms

We may update these Terms from time to time. We will post the updated Terms in the App or on our website and update the effective date. If we make material changes, we will provide additional notice as required by law (which may include email or an in-app alert). Your continued use of the App after the effective date of changes constitutes acceptance unless applicable law requires express consent.

This version of these Terms, for the Welling Membership, applies to anyone who agreed to an earlier version of our Terms from the date we give in the notice we send them, which is at least 30 days after we send it, or from the day they agree to these Terms at a checkout, if that is sooner. Until then, the version they agreed to applies to them.

Other Legal Details

These Terms are governed by the laws of the State of Washington, without regard to conflict-of-law principles, except that the Federal Arbitration Act governs arbitration to the extent it applies.

You may not assign these Terms without our prior written consent; we may assign them in connection with a merger, acquisition, corporate reorganization, or sale of assets.

If any provision is held invalid, the remainder remains in effect. Failure to enforce a provision is not a waiver. Headings are for convenience only. These Terms, together with the Privacy Policy and any signed care or payment agreements, constitute the entire agreement between you and Welling regarding the App and services described here.

How to Reach Us

Welling PLLC

539 Broadway, Tacoma, WA 98402

Phone: 253-449-0003

Support, membership and billing: support@wellinghealth.com

Legal notices: legal@wellinghealth.com

Privacy: privacy@wellinghealth.com

Website: wellinghealth.com

• Washington Attorney General (privacy): www.atg.wa.gov
• U.S. Department of Health and Human Services (HIPAA): www.hhs.gov/ocr
• Your state Attorney General