CareCrowd Terms of Use

Effective Date: March 23, 2026 | Last Updated: March 23, 2026

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1. Agreement to Terms

These Terms of Use ("Terms") govern your access to and use of the CareCrowd platform, website, mobile applications, and related services (collectively, the "Platform") operated by Suade Holdings, Inc. d/b/a CareCrowd ("CareCrowd," "we," "our," or "us").

By creating an account, accessing, or using the Platform, you agree to be bound by these Terms, our Privacy Policy, and any additional terms and policies referenced herein. If you do not agree, do not use the Platform.

These Terms apply to all users of the Platform, including Members, Caregivers, and visitors. Physician Advocates are additionally governed by the [Provider Services Agreement].

2. Important Disclaimers — Please Read Carefully

2.3 Not Telehealth or Telemedicine

CareCrowd is not a telehealth, telemedicine, or virtual care provider. Interactions with Physician Advocates through the Platform are advocacy and navigation interactions, not clinical encounters. No physician-patient or clinician-patient relationship is established through the Platform between you and any Physician Advocate.

2.4 Not an Electronic Health Record (EHR) System

CareCrowd is not an electronic health record system, medical record custodian, or archive. Documents you upload are stored temporarily to facilitate advocacy services. You and your healthcare providers remain solely responsible for maintaining official copies of all medical records.

2.5 Relationship with Physician Advocates

Physician Advocates who provide services through the Platform are independent contractors, not employees or agents of CareCrowd. CareCrowd facilitates the connection but does not control, supervise, or guarantee the conduct, quality, availability, or outcomes of any Advocate's services.

3. Eligibility and Account Registration

3.1 Eligibility

You must be at least 18 years of age and capable of entering into a binding legal agreement to create an account. Parents, legal guardians, and authorized caregivers may create accounts to manage advocacy services on behalf of minors or dependents.

3.2 Account Information

You agree to provide accurate, current, and complete information during registration and to update your information as needed. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

3.3 Account Security

You agree to notify CareCrowd immediately at support@mycarecrowd.com if you become aware of any unauthorized access to or use of your account. CareCrowd is not liable for any loss or damage arising from your failure to maintain account security.

3.4 Caregiver Accounts

If you create an account as a caregiver or authorized representative on behalf of another individual, you represent and warrant that you have legal authority to act on that individual's behalf and to consent to the collection and processing of their information in accordance with our [Privacy Policy].

4. Services and Nature of Advocacy

4.1 Advocacy Services

CareCrowd connects Members and Caregivers with Physician Advocates who provide advocacy and navigation support, including:

• Clarifying and contextualizing medical information
• Helping prepare for healthcare appointments and decisions
• Navigating complex care situations, insurance processes, and care transitions
• Providing a continuous advocacy presence between clinical encounters

4.2 Limitations

Physician Advocates do not:

• Diagnose, treat, or prescribe through the Platform
• Provide formal medical opinions or second opinions
• Override, contradict, or substitute for your treating clinicians' judgment
• Guarantee specific healthcare outcomes

All clinical decisions remain between you and your licensed healthcare providers.

5. Subscriptions, Credits, and Payments

5.1 Subscription Plans

Members subscribe to CareCrowd for a recurring monthly fee (the "Subscription Fee"), which includes a defined number of credits per billing cycle. Current pricing is available on the Platform.

5.2 Credits

Credits are the unit of engagement on CareCrowd. Credits may be redeemed for consultations, phone calls, video sessions, chat interactions, or other services available on the Platform. Key terms:

• Credits may be used with one or multiple Physician Advocates during a billing cycle.
• If you switch Advocates during a billing cycle, your remaining credits carry forward to the new Advocate for that cycle.
• Credit Expiration: Unused credits expire at the end of each billing cycle and do not roll over to subsequent cycles, unless otherwise specified in your subscription plan.
• No Monetary Value: Credits have no cash value and are not redeemable for cash, transferable, or refundable except as expressly provided in these Terms.

5.3 Revenue Allocation

The Subscription Fee is not tied to a single Advocate. CareCrowd retains 30% of each subscription as a platform service fee. The remaining 70% funds Advocate payouts, allocated proportionally based on your credit usage.

5.4 Payment Processing

All payments are processed through our third-party payment processor (Stripe). By subscribing, you authorize recurring charges to your designated payment method. You are responsible for keeping your payment information current.

5.5 Auto-Renewal and Cancellation

• Auto-Renewal: Subscriptions automatically renew at the end of each billing cycle unless you cancel before the renewal date.
• Cancellation: You may cancel your subscription at any time through your account settings or by contacting support@mycarecrowd.com. Cancellation takes effect at the end of the current billing cycle. You will continue to have access to the Platform until the end of the paid period.
• No Prorated Refunds: Unless otherwise required by applicable law, subscription fees are non-refundable and cancellations do not entitle you to a prorated refund for the remainder of the current billing cycle.

5.6 Price Changes

We may change subscription pricing upon at least 30 days' advance notice. Continued use of the Platform after a price change takes effect constitutes acceptance of the new pricing.

5.7 Off-Platform Payments Prohibited

All payments for services accessed through or introduced by the Platform must be processed through the Platform. Off-platform payments are strictly prohibited.

6. Member Responsibilities and Prohibited Conduct

6.1 Your Responsibilities

You agree to:

• Maintain accurate and current account information.
• Upload only relevant, lawful, and accurate documents.
• Keep personal copies of all medical records — CareCrowd is not an archive.
• Use the Platform in compliance with all applicable laws and regulations.
• Treat Physician Advocates and other users with respect and professionalism.

6.2 Prohibited Conduct

You agree not to:

• Use the Platform for medical emergencies (call 911 instead).
• Circumvent the Platform or arrange off-platform engagements with Physician Advocates you met through CareCrowd.
• Upload false, misleading, defamatory, or unlawful content.
• Impersonate any person or entity, or misrepresent your relationship with any person or entity.
• Use the Platform for any purpose other than obtaining advocacy and navigation services.
• Interfere with, disrupt, or attempt to gain unauthorized access to the Platform, servers, or networks.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Platform.
• Use automated means (bots, scrapers, crawlers) to access the Platform without our prior written consent.
• Transmit viruses, malware, or other harmful code.
• Violate any applicable law, regulation, or third-party right.

7. Intellectual Property

7.1 CareCrowd's Ownership

The Platform, including all software, content, design, text, graphics, interfaces, trademarks, logos, and other intellectual property, is owned by or licensed to CareCrowd and is protected by U.S. and international intellectual property laws. Nothing in these Terms grants you any ownership interest in the Platform.

7.2 Limited License to You

Subject to your compliance with these Terms, CareCrowd grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Platform solely for your personal, non-commercial use of advocacy services.

7.3 Your Content

You retain ownership of the content you upload or submit to the Platform ("User Content"). By uploading User Content, you grant CareCrowd a limited, non-exclusive, worldwide, royalty-free license to use, store, process, and display your User Content solely as necessary to provide and improve the Platform and advocacy services. This license terminates when your User Content is deleted from our systems in accordance with our retention policies.

7.4 Feedback

If you provide feedback, suggestions, or ideas about the Platform ("Feedback"), you grant CareCrowd a perpetual, irrevocable, worldwide, royalty-free license to use, modify, and incorporate such Feedback without obligation or compensation to you.

7.5 De-Identified Data

CareCrowd may de-identify and aggregate data derived from your use of the Platform. De-identified, aggregated data is not subject to these ownership provisions and may be used by CareCrowd for analytics, research, product improvement, and other lawful business purposes.

8. Privacy and Data

Your use of the Platform is governed by our [Privacy Policy], which is incorporated into these Terms by reference. Key points include:

• Uploaded medical documents are stored for the duration of your active account and permanently deleted within 90 days of account closure.
• We use AI-assisted features to enhance the advocacy experience. See Section 5 of the Privacy Policy for details.
• We do not sell your personal information.

By using the Platform, you consent to the collection, use, and processing of your information as described in the Privacy Policy.

9. Non-Solicitation and Non-Circumvention

You agree that, for 12 months following the date of your last interaction with a Physician Advocate through the Platform, you shall not directly or indirectly:

• Solicit, recruit, or engage any Physician Advocate introduced through the Platform for services outside the Platform.
• Arrange or facilitate off-platform advocacy, consulting, or similar services with any Advocate you connected with through CareCrowd.

Violations may result in account suspension or termination and may subject you to liquidated damages as set forth in the [General Platform Terms].

10. Electronic Communications Consent

By creating an account, you consent to receive electronic communications from CareCrowd, including:

• Service-related emails and notifications (account confirmations, billing receipts, security alerts, service updates).
• Advocacy-related communications (appointment reminders, advocate messages, session summaries).
• Promotional communications (with your opt-in consent where required by law; you may opt out at any time).

You agree that electronic communications satisfy any legal requirement that such communications be in writing.

10.1 SMS/Text Messages

If you provide your phone number, you may receive SMS or text messages related to your advocacy services, account security, or appointment reminders. Message and data rates may apply. You may opt out of non-essential text messages at any time by replying STOP or updating your account preferences. Opting out of transactional messages (e.g., security alerts) may require closing your account.

11. Disclaimer of Warranties

THE PLATFORM AND ALL SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND TITLE.

CARECROWD DOES NOT WARRANT THAT:

• THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE;
• ANY DEFECTS WILL BE CORRECTED;
• THE PLATFORM IS FREE OF VIRUSES OR HARMFUL COMPONENTS;
• THE RESULTS OF ADVOCACY SERVICES WILL MEET YOUR EXPECTATIONS; OR
• ANY INFORMATION PROVIDED THROUGH THE PLATFORM IS ACCURATE, COMPLETE, OR CURRENT.

YOU ASSUME ALL RISK ARISING FROM YOUR USE OF THE PLATFORM AND ADVOCACY SERVICES. CARECROWD IS NOT RESPONSIBLE FOR MEDICAL OUTCOMES, TREATMENT DECISIONS, OR THE ACTS OR OMISSIONS OF PHYSICIAN ADVOCATES.

12. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW:

• CARECROWD SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, REGARDLESS OF THE THEORY OF LIABILITY.
• CARECROWD'S TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF THE PLATFORM SHALL NOT EXCEED THE GREATER OF (i) THE AMOUNTS PAID BY YOU TO CARECROWD IN THE THREE (3) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (ii) FIVE HUNDRED DOLLARS ($500).

SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IN SUCH JURISDICTIONS, CARECROWD'S LIABILITY SHALL BE LIMITED TO THE MAXIMUM EXTENT PERMITTED BY LAW.

13. Indemnification

You agree to indemnify, defend, and hold harmless CareCrowd and its officers, directors, employees, agents, affiliates, and licensors from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

• Your use of the Platform or violation of these Terms;
• Your User Content or any information you provide;
• Your violation of any applicable law or third-party right;
• Any dispute between you and a Physician Advocate; or
• Your negligence or willful misconduct.

14. Dispute Resolution

14.1 Binding Arbitration

Except as provided below, any dispute, claim, or controversy arising out of or relating to these Terms or the Platform shall be resolved by binding arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules in Atlanta, Georgia. The arbitrator's decision shall be final and binding.

14.2 Class Action Waiver

YOU AND CARECROWD AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING.

14.3 Opt-Out

You may opt out of arbitration by providing written notice to CareCrowd within 30 days of first accepting these Terms. Notice must be sent to: legal@mycarecrowd.com or mailed to Suade Holdings, Inc. (d/b/a CareCrowd), 3480 Peachtree Rd NE, Suite 104, Atlanta, GA 30326.

14.4 Exceptions

The following disputes are excluded from mandatory arbitration: (a) claims seeking injunctive or equitable relief for intellectual property infringement or misappropriation; (b) claims within the jurisdiction of a small claims court; and (c) claims where arbitration is prohibited by applicable law.

15. Termination

15.1 By You

You may close your account at any time through your account settings or by contacting support@mycarecrowd.com. Cancellation of your subscription and account closure may occur separately — closing your account terminates both.

15.2 By CareCrowd

CareCrowd may suspend or terminate your account immediately, with or without notice, for:

• Violation of these Terms or any CareCrowd policy;
• Conduct that is harmful to other users, Advocates, or CareCrowd;
• Failure to pay applicable fees;
• As required by law or regulation; or
• At our reasonable discretion if we discontinue the Platform or any part thereof.

15.3 Effect of Termination

Upon termination:

• Your right to access and use the Platform immediately ceases.
• We will process data deletion in accordance with our [Privacy Policy].
• Sections that by their nature should survive termination will survive, including Sections 7 (Intellectual Property), 9 (Non-Solicitation), 11 (Disclaimer of Warranties), 12 (Limitation of Liability), 13 (Indemnification), and 14 (Dispute Resolution).

16. General Provisions

16.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Georgia, without regard to conflict of law principles.

16.2 Entire Agreement

These Terms, together with the [Privacy Policy], [General Platform Terms], and any other terms or policies referenced herein, constitute the entire agreement between you and CareCrowd regarding your use of the Platform and supersede all prior agreements.

16.3 Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

16.4 Waiver

CareCrowd's failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

16.5 Assignment

You may not assign or transfer these Terms or any rights or obligations hereunder without CareCrowd's prior written consent. CareCrowd may assign these Terms without restriction.

16.6 Force Majeure

CareCrowd shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including natural disasters, pandemics, war, terrorism, government actions, power or internet failures, or other force majeure events.

16.7 Third-Party Links and Services

The Platform may contain links to third-party websites or services. CareCrowd is not responsible for the content, accuracy, or practices of third-party sites and does not endorse them.

16.8 Accessibility

CareCrowd is committed to making the Platform accessible to individuals with disabilities. If you experience accessibility issues, please contact us at support@mycarecrowd.com.

17. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will:

• Post the updated Terms on the Platform with a new "Last Updated" date.
• Notify you by email or through the Platform at least 30 days prior to the changes taking effect.
• Where required by law, obtain your consent.

Your continued use of the Platform after the effective date of the updated Terms constitutes acceptance. If you do not agree to the updated Terms, you must stop using the Platform and close your account.

18. Contact Us

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These Terms of Use are effective as of March 23, 2026.