Terms of Service

Effective Date: May 20, 2025

Welcome to the Terms of Service for Cercanos virtual care services ("Agreement"). This Agreement governs your use of all Cercanos services provided through our digital platforms, including telehealth, care navigation, health coaching, and chronic condition support. By accessing or using our services, you agree to be legally bound by this Agreement.

1. Overview of Services

Cercanos provides secure virtual care solutions including:

  • Telehealth consultations with licensed medical professionals

  • Care programs for chronic conditions (e.g., diabetes, hypertension, obesity)

  • Culturally relevant health coaching and navigation

  • Behavioral and nutritional support

All services are delivered virtually and intended for adults 18 years or older.

2. No Emergency or Crisis Care

Cercanos is not a substitute for emergency medical services. If you are experiencing a medical emergency, call 911 immediately. Our services are not designed to manage urgent or life-threatening conditions.

3. User Responsibilities

You agree to:

  • Provide accurate, current information

  • Use your own account; do not share credentials

  • Maintain the security of your devices

  • Use services for lawful purposes only

  • Refrain from disruptive or abusive behavior

You must be 18 or older to register. Cercanos does not provide care to minors.

4. Privacy and Security

Your personal health information (PHI) is protected in accordance with HIPAA and applicable U.S. laws. Please review our [Notice of Privacy Practices] for details. By using our services, you consent to our use and disclosure of information as described.

5. Communications and Digital Services

We may contact you by email, text message (SMS, Whatsapp), phone, or secure portal for appointment reminders, and care coordination. You may opt out of certain communications as permitted by law.

We may collect limited technical information (such as IP address and device type) when you use our services for security and analytics purposes.

Patient Mobile Phone Contact Policy

Cercanos recognizes the importance of effective communication in providing high-quality, patient-centered care. By signing this agreement, patients authorize Cercanos to contact them via mobile phone for purposes related to their care, including but not limited to appointment reminders, care coordination, test results, prescription management, and other healthcare-related communications.

These communications may include calls, voicemails, text messages (SMS, MMS or Whatsapp) or other secure messaging platforms; Your use of the Service may be subject to separate third-party terms of service and fees, including, without limitation, the terms of service and data, SMS, MMS, and other fees of your mobile network operator which are your sole responsibility.Patients may opt out of receiving communications via mobile phone at any time by notifying Cercanos in writing. Cercanos will not share or sell mobile phone numbers to third parties and will ensure that all communication is conducted securely and respectfully.

SMS Consent Communication
The phone numbers obtained as part of the SMS consent process will not be shared with third parties for marketing purposes.

Types of SMS Communications
If you have consented to receive text messages from Cercanos, you may receive messages related to:

  • Appointments reminder

  • Follow-up messages

Example:
"Hello, this is a friendly reminder of your upcoming appointment with Dr. [Name] at [Location] on [Date] at [Time]. You can reply STOP to opt out of SMS messaging from Cercanos at any time."

Message Frequency
Message frequency may vary depending on the type of communication. For example, you may receive up to 5 SMS messages per week regarding your appointments, or other services.


Potential Fees for SMS Messaging
Please note that standard message and data rates may apply depending on your carrier’s pricing plan. These fees may vary if the message is sent domestically or internationally.

Opt-In Method
You may opt-in to receive SMS messages from Cercanos in the following ways:

  • Verbally during a conversation.

Opt-Out Method
You can opt out of receiving SMS messages at any time by replying "STOP" to any SMS message you receive. Alternatively, you can contact us directly to request removal from our messaging list.6. Account Access and Security

You are responsible for all activity under your account. You agree to:

  • Keep login credentials confidential

  • Notify us of any unauthorized use

  • Accept all risk associated with unauthorized access resulting from your actions.

Standard Messaging and Disclosures:

6. Account Access and Security

You are responsible for all activity under your account. You agree to:

  • Keep login credentials confidential

  • Notify us of any unauthorized use

  • Accept all risk associated with unauthorized access resulting from your actions

7. Payment and Insurance

You are responsible for understanding your insurance coverage. You agree to pay all fees not covered by insurance, including co-pays, deductibles, and out-of-pocket charges. Additional payment terms are outlined in our [Financial Responsibility Agreement].

8. Intellectual Property

All content and technology used by Cercanos are protected by intellectual property laws. You may not copy, distribute, reverse engineer, or misuse any part of our platform or materials without written permission.

9. Prohibited Uses

You may not:

  • Use Cercanos services for unlawful or fraudulent activity

  • Attempt to gain unauthorized access to our systems

  • Interfere with the functioning of the platform

  • Share, distribute, or record clinical sessions without consent

10. Limitation of Liability

Cercanos provides services "as is." We do not guarantee uninterrupted or error-free operation. To the extent allowed by law, we disclaim all warranties and limit our liability for any damages arising from use of our services.

11. Modifications to Services and Terms

We reserve the right to modify services or terms at any time. Updated terms will be posted on our website. Continued use of the services constitutes acceptance of the revised terms.

12. Termination

We may suspend or terminate your access to services for any reason, including violation of these terms. You may also stop using services at any time.

13. Governing Law

This Agreement is governed by the laws of the State of Florida. Any disputes shall be resolved exclusively in the state or federal courts of Florida.

14. Contact Us

If you have any questions about this Agreement or our services, contact us:

Cercanos Legal and Compliance Team
legal@cercanoscare.com
66 W Flagler St, Suite 900. Miami, FL, 33130
305-831-2358

Thank you for choosing Cercanos for your care.