Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you and TrustRoom Connect, Inc. ("TrustRoom," "we," "us," or "our") governing your access to and use of the TrustRoom platform, including our website, applications, and all related services (collectively, the "Services").

By creating an account, accessing, or using the Services, you agree to be bound by these Terms, our Privacy Policy, and, for Providers, our Business Associate Agreement. If you do not agree to these Terms, do not use the Services.

1. Definitions

• Provider: A licensed mental health professional or healthcare provider who uses TrustRoom to communicate with and manage care for their patients.
• Patient: An individual who receives care from a Provider through the TrustRoom platform.
• User: Any individual who accesses or uses the Services, including Providers and Patients.
• Account: A registered user profile on the TrustRoom platform.
• Content: Any information, data, text, messages, audio, or other materials uploaded, submitted, or transmitted through the Services.
• Clinical Data: Patient health information, care plans, clinical notes, mood logs, messages, audio recordings, and other data relating to a Patient's care.
• Platform: The TrustRoom web application, mobile applications, and all associated infrastructure and services.

2. Description of Services

TrustRoom provides a HIPAA-compliant technology platform that enables secure communication and care coordination between licensed mental health Providers and their Patients. The Services include:

• Secure Messaging — Encrypted asynchronous communication between Providers and Patients
• Care Plan Management — Tools for creating, assigning, and tracking therapeutic care plans
• Clinical Analytics — AI-powered analysis of clinical themes, sentiment patterns, and patient progress
• Audio Messaging — Secure voice message recording and AI-assisted transcription
• Session Recording Integration — Secure capture and storage of therapy session recordings through integrated video conferencing platforms
• Record Export — PDF generation of clinical records for patient access and portability
• Provider Portal — A dedicated dashboard for Providers to manage patients, care plans, and clinical insights
• Patient Application — A dedicated interface for Patients to communicate with their Provider and engage with care plans
• Practice Management — Tools for group practices to manage multiple Providers, including team invitations and administrative oversight

3. Not a Substitute for Emergency Services

IMPORTANT: TrustRoom is NOT an emergency service.

• TrustRoom is designed for asynchronous care coordination and is not intended for real-time crisis intervention, emergency situations, or immediate clinical response.
• Messages sent through the platform are not monitored in real-time. There may be significant delays before a Provider reads and responds to any message.
• If you are experiencing a medical or psychiatric emergency, call 911 immediately or contact the 988 Suicide & Crisis Lifeline by calling or texting 988.
• TrustRoom does not provide crisis intervention services, and no Provider is obligated to monitor the platform continuously.
• TrustRoom is not liable for any harm resulting from reliance on the platform for time-sensitive or emergency communications.

4. Eligibility and Account Registration

4.1 Eligibility

To use the Services:

• Providers must hold a valid, active license to practice mental health or healthcare services in the jurisdiction(s) where they provide care. By registering, Providers represent and warrant that they are duly licensed and in good standing.
• Patients must be at least 13 years of age. Patients between the ages of 13 and 17 may use the Services only with verified parental or legal guardian consent, which is obtained through our consent verification process. The Services are not available to individuals under 13 years of age.
• You must provide accurate, current, and complete information during registration and maintain the accuracy of such information.

4.2 Account Security

• You are responsible for maintaining the confidentiality of your account credentials, including any biometric authentication configured on your device.
• You must immediately notify us at security@trustroomconnect.com if you become aware of any unauthorized access to or use of your account.
• You are responsible for all activity that occurs under your account, whether or not you have authorized such activity.

4.3 Invite-Only Patient Access

Patient accounts are created only through a Provider's invitation. Patients cannot self-register for the Services. This design ensures that all patient-provider relationships are established by licensed clinicians.

5. Provider Responsibilities

As a Provider using the Services, you acknowledge and agree that:

• Clinical Responsibility. You are solely responsible for all clinical decisions, diagnoses, treatment plans, and patient care delivered through or in connection with the platform. TrustRoom is a technology tool — not a healthcare provider — and does not practice medicine or provide clinical advice.
• Licensure. You will maintain all required professional licenses, certifications, and credentials throughout your use of the Services. You will immediately notify us if your license is suspended, revoked, or subject to disciplinary action.
• BAA Compliance. You will execute and comply with the Business Associate Agreement, which governs the handling of Protected Health Information on the platform.
• Patient Consent. You are responsible for obtaining all necessary patient consents, including informed consent for treatment, consent for electronic communication, and any consents required by applicable state law prior to inviting a Patient to the platform.
• AI Oversight. All AI-generated insights, including clinical theme analysis, sentiment patterns, transcriptions, and summaries, require your independent professional review before any clinical action is taken. You acknowledge that AI outputs are tools to support — not replace — your clinical judgment.
• Appropriate Use. You will use the Services only for legitimate healthcare purposes and will not use the platform for any communication that falls outside of a valid provider-patient relationship.
• Record Keeping. You are responsible for maintaining complete and accurate clinical records in accordance with applicable professional standards and state record retention requirements.
• NPI Verification. You will provide a valid National Provider Identifier (NPI) during onboarding, which we verify through the NPPES registry. You represent and warrant that your NPI is accurate and current.
• Duty to Warn. All obligations related to the duty to warn, duty to protect, mandatory reporting, and other clinician obligations under state and federal law remain your sole responsibility. TrustRoom does not assume, share, or participate in any such clinical obligation.
• Digital Communication Consent. You are responsible for informing your Patients about the nature, risks, and limitations of asynchronous digital communication — including potential delays in response, the importance of not using the platform for emergencies, and the fact that messages become part of the clinical record — before inviting them to the platform.

6. Patient Responsibilities

As a Patient using the Services, you acknowledge and agree that:

• Accurate Information. You will provide accurate and complete information to your Provider through the platform.
• No Emergency Use. You understand that TrustRoom is an asynchronous communication platform and is not appropriate for emergency or time-sensitive communications. You agree to use appropriate emergency services (911, 988) for any crisis situation.
• Response Times. You understand that messages are not monitored in real-time and that your Provider will not respond within this clinical platform.
• Account Access. You will not share your account credentials with any other person. Your account is personal and non-transferable.
• Care Plan Engagement. While engagement with assigned care plans is encouraged, failure to complete care plan activities does not constitute a medical event or clinical emergency.
• Medical Record. You understand that messages, audio recordings, mood logs, care plan responses, and other communications sent through the platform may become part of your clinical record maintained by your Provider.
• Profile Photo. If you choose to upload a profile photo, you are responsible for ensuring the photo is appropriate and does not contain content that violates the Acceptable Use Policy. Uploaded images are stored securely and are visible only to your Provider.

7. AI-Powered Features

7.1 Description

The Services include artificial intelligence features that analyze patient communications to assist Providers with clinical decision-making. These features are described in our Privacy Policy.

7.2 Limitations

• AI features are clinical support tools and do not constitute medical advice, diagnosis, or treatment.
• AI outputs — including themes, sentiment analysis, transcriptions, and summaries — may contain inaccuracies and must be independently verified by the Provider before any clinical action is taken.
• AI does not make treatment decisions, generate prescriptions, or communicate directly with Patients.

7.3 Opt-Out

Patients may opt out of AI processing at any time by requesting their Provider disable AI analysis for their account. Opting out will not affect access to the platform or quality of care.

7.4 Data Use

AI processing is performed within HIPAA-compliant infrastructure. De-identified data may be used to improve service accuracy as described in our Privacy Policy.

8. Acceptable Use Policy

You agree not to:

• Use the Services for any purpose other than legitimate healthcare communication and care coordination.
• Upload, transmit, or distribute any content that is unlawful, harmful, threatening, abusive, harassing, defamatory, or otherwise objectionable.
• Attempt to gain unauthorized access to any portion of the Services, other Users' accounts, or any systems or networks connected to the Services.
• Interfere with or disrupt the integrity or performance of the Services.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of any portion of the Services.
• Use automated means (bots, scrapers, crawlers) to access the Services without our express written permission.
• Use the Services to collect, store, or process data in violation of HIPAA or any other applicable privacy law.
• Use data obtained from the Services to create, train, or improve any machine learning or artificial intelligence system, except as expressly permitted by these Terms.
• Sublicense, sell, resell, transfer, or otherwise make the Services available to any third party.
• Use the Services in any manner that could damage, disable, overburden, or impair the platform.

9. Intellectual Property

9.1 TrustRoom's Property

The Services, including all software, designs, text, graphics, logos, trademarks, and other content provided by TrustRoom (collectively, "TrustRoom IP"), are and shall remain the exclusive property of TrustRoom Connect, Inc. and its licensors. These Terms do not grant you any right, title, or interest in the TrustRoom IP, except for the limited right to access and use the Services as described herein.

9.2 Your Content

You retain all rights to Content you submit through the Services. By submitting Content, you grant TrustRoom a limited, non-exclusive license to use such Content solely as necessary to provide the Services to you, including processing, storing, transmitting, and displaying Content in connection with the platform's functionality.

This license does not extend to the sale or commercial exploitation of your Content. This license terminates when your account is closed, except as necessary for TrustRoom to comply with legal obligations (e.g., clinical record retention).

9.3 Clinical Data Ownership

Clinical Data created through the Services is owned by the Provider and/or Patient, as applicable under HIPAA and state law. TrustRoom acts as a custodian of Clinical Data and does not claim ownership over it.

9.4 Feedback

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

10. Payment and Billing

10.1 Subscription Model

• Provider accounts are billed on a per-patient, per-month subscription basis. Billing is managed through Stripe, our third-party payment processor.
• By subscribing, you authorize TrustRoom and Stripe to charge your designated payment method for recurring subscription fees.
• Subscription quantities are automatically adjusted as Patients are added to or removed from your account.

10.2 Fees and Changes

• Current pricing is available on the TrustRoom website.
• We reserve the right to modify subscription fees upon thirty (30) days' written notice. Continued use of the Services after a fee change constitutes acceptance of the new fees.
• All fees are stated in U.S. dollars and are exclusive of applicable taxes.

10.3 Refund Policy

• Subscription fees are non-refundable except as required by applicable law.
• If you believe you have been charged in error, contact support@trustroomconnect.com within thirty (30) days of the charge.

10.4 Payment Processor

Stripe processes all payments and stores your payment information. TrustRoom does not have direct access to your full credit card or bank account numbers. Stripe's services are subject to Stripe's Terms of Service and Privacy Policy.

11. Data Ownership, Export, and Portability

11.1 Your Data

You retain ownership of all data you submit to the Services. We will not sell, license, or commercially exploit your data.

11.2 Data Export

Providers may generate PDF exports of clinical records at any time through the platform. Patients may request records by contacting their Provider or by emailing support@trustroomconnect.com.

11.3 Data Upon Termination

Upon termination or closure of your account:

• A complete record export will be generated and archived to secure, encrypted long-term storage.
• Active data will be removed from production systems after archive confirmation.
• Archived records will be retained for the minimum legally required retention period, then securely destroyed.

You will be given reasonable opportunity to export your data before account closure.

12. Term and Termination

12.1 Term

These Terms are effective when you create an account and remain in effect until terminated by either party.

12.2 Termination by You

You may terminate your account at any time by contacting us at support@trustroomconnect.com. Upon termination:

• Your access to the Services will be suspended.
• You will have thirty (30) days to export your data before it is archived.
• Any outstanding fees will become immediately due and payable.
• Clinical records will be retained as required by applicable law.

12.3 Termination by TrustRoom

We may suspend or terminate your access to the Services:

• Immediately, for violation of these Terms, the Acceptable Use Policy, or applicable law.
• Immediately, if required by law or regulatory action.
• Upon thirty (30) days' written notice, for any reason or no reason.

In the event of termination by TrustRoom without cause, we will provide a pro-rated refund of prepaid fees for the unused portion of the subscription period.

12.4 Survival

Sections 3 (Emergency Disclaimer), 5(a) (Clinical Responsibility), 5(h) (Duty to Warn), 8 (Acceptable Use), 9 (Intellectual Property), 11 (Data), 13 (Disclaimers), 14 (Limitation of Liability), 15 (Indemnification), and 16 (Governing Law) shall survive termination of these Terms.

13. Disclaimers

13.1 "As Is" Basis

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

13.2 No Medical Advice

TRUSTROOM IS A TECHNOLOGY PLATFORM, NOT A HEALTHCARE PROVIDER. WE DO NOT PROVIDE MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT. ALL CLINICAL DECISIONS ARE MADE BY LICENSED PROVIDERS USING THEIR INDEPENDENT PROFESSIONAL JUDGMENT.

13.3 AI Disclaimer

AI-POWERED FEATURES ARE PROVIDED AS CLINICAL SUPPORT TOOLS ONLY. AI OUTPUTS MAY CONTAIN ERRORS AND SHOULD NOT BE RELIED UPON AS THE SOLE BASIS FOR ANY CLINICAL DECISION. PROVIDERS ARE SOLELY RESPONSIBLE FOR VERIFYING ALL AI OUTPUTS.

13.4 No Guarantee of Outcomes

WE DO NOT GUARANTEE ANY SPECIFIC CLINICAL OUTCOMES, TREATMENT RESULTS, OR THERAPEUTIC BENEFITS FROM USE OF THE SERVICES.

13.5 Service Availability

WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. WE WILL USE COMMERCIALLY REASONABLE EFFORTS TO MAINTAIN SERVICE AVAILABILITY BUT DO NOT GUARANTEE SPECIFIC UPTIME.

14. Limitation of Liability

14.1 Cap on Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TRUSTROOM'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICES SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL AMOUNT PAID BY YOU TO TRUSTROOM DURING THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE LIABILITY; OR (B) TWO HUNDRED U.S. DOLLARS ($200).

14.2 Exclusion of Damages

IN NO EVENT SHALL TRUSTROOM, ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, GOODWILL, OR OTHER INTANGIBLE LOSSES, REGARDLESS OF WHETHER SUCH DAMAGES WERE FORESEEABLE OR WHETHER TRUSTROOM WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

14.3 Exceptions

THE LIMITATIONS IN THIS SECTION SHALL NOT APPLY TO: (A) LIABILITY ARISING FROM GROSS NEGLIGENCE OR WILLFUL MISCONDUCT; (B) LIABILITY THAT CANNOT BE LIMITED UNDER APPLICABLE LAW; OR (C) TRUSTROOM'S OBLIGATIONS UNDER THE BUSINESS ASSOCIATE AGREEMENT.

14.4 Clinical Liability

TRUSTROOM SHALL NOT BE LIABLE FOR ANY CLINICAL DECISIONS MADE BY PROVIDERS, ANY HARM ARISING FROM THE PROVIDER-PATIENT RELATIONSHIP, OR ANY FAILURE BY A PROVIDER TO MEET THEIR PROFESSIONAL OBLIGATIONS. CLINICAL MALPRACTICE LIABILITY RESTS SOLELY WITH THE LICENSED PROVIDER.

15. Indemnification

15.1 By You

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

• Your use of the Services in violation of these Terms.
• Your violation of any applicable law or regulation.
• Any Content you submit through the Services.
• For Providers: any claims arising from clinical decisions, patient care, or the provider-patient relationship.

15.2 By TrustRoom

TrustRoom will indemnify, defend, and hold harmless you from and against any third-party claims alleging that your authorized use of the Services infringes a valid U.S. patent, copyright, or trademark, provided that you promptly notify us of such claim and cooperate in the defense.

16. Governing Law and Dispute Resolution

16.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law provisions, except to the extent preempted by federal law (including HIPAA).

16.2 Dispute Resolution

Any dispute arising out of or relating to these Terms or the Services shall be resolved as follows:

• Informal Resolution. The parties shall first attempt to resolve any dispute informally by contacting support@trustroomconnect.com. The parties agree to attempt good-faith negotiations for at least thirty (30) days before initiating formal proceedings.
• Binding Arbitration. If informal resolution is unsuccessful, any dispute shall be resolved by binding arbitration administered by the American Arbitration Association ("AAA") under its Commercial Arbitration Rules. The arbitration shall be conducted in Los Angeles, California. The arbitrator's award shall be final and binding and may be entered as a judgment in any court of competent jurisdiction.
• Exceptions. Either party may seek injunctive or equitable relief in any court of competent jurisdiction to protect intellectual property rights or enforce confidentiality obligations without first pursuing arbitration.

16.3 Class Action Waiver

YOU AND TRUSTROOM 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 OR REPRESENTATIVE PROCEEDING.

16.4 Opt-Out of Arbitration

You may opt out of the arbitration and class action waiver provisions by notifying us in writing at support@trustroomconnect.com within thirty (30) days of accepting these Terms. If you opt out, disputes will be resolved in the state or federal courts located in Los Angeles, California.

17. Changes to These Terms

• We reserve the right to modify these Terms at any time. Material changes will be communicated through the platform and/or by email at least thirty (30) days before they take effect.
• Your continued use of the Services after the effective date of revised Terms constitutes acceptance of the changes.
• If you do not agree to the revised Terms, you must stop using the Services and close your account before the effective date.
• We will maintain a version history of these Terms, and prior versions will be available upon request.

18. General Provisions

18.1 Entire Agreement

These Terms, together with the Privacy Policy, Business Associate Agreement, and any additional agreements you execute with TrustRoom, constitute the entire agreement between you and TrustRoom regarding the Services.

18.2 Severability

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

18.3 Waiver

The failure of TrustRoom to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

18.4 Assignment

You may not assign or transfer these Terms or your rights hereunder without our prior written consent. TrustRoom may assign these Terms in connection with a merger, acquisition, reorganization, or sale of all or substantially all of its assets.

18.5 Force Majeure

TrustRoom shall not be liable for any failure or delay in performance due to causes beyond its reasonable control, including natural disasters, acts of government, pandemics, war, terrorism, labor disputes, power failures, internet disruptions, or cyberattacks.

18.6 Notices

All notices to TrustRoom shall be sent to legal@trustroomconnect.com. Notices to you will be sent to the email address associated with your account.

18.7 Electronic Communications

By using the Services, you consent to receive communications from TrustRoom electronically, including emails, in-app notifications, and push notifications. You agree that all agreements, notices, and disclosures provided electronically satisfy any legal requirement for written communication.

19. Contact Information

For questions about these Terms: