Terms of Use

Monte Sereno Holdings, Inc. is a Delaware for-profit corporation and the commercial Platform operator. Monte Sereno Health, Inc. is a separately governed U.S. charitable 501(c)(3), which may conduct projects or offer selected services subject to separate notices or terms. These Terms do not merge the entities or imply that the nonprofit is responsible for every commercial Platform transaction.

The Platform is an operating system and marketplace: independent physicians, hospitals, pharmacies, laboratories, insurers, community practitioners and other vendors may list or deliver services through it. Unless a particular offering clearly identifies MSH itself as the seller, licensed care provider, insurer or contracting party, the participating provider or vendor is responsible for the goods or professional services it supplies. Physicians may set their own prices within applicable legal and program limits and are not MSH employees merely because they use the Platform.

By creating an account or using applicable features after receiving reasonable notice, you agree to these Terms to the extent permitted by law. Additional terms, clinical consents, provider agreements, pharmacy terms, insurance disclosures, research authorizations and local notices may apply to a particular function. In the event of a conflict, a mandatory law or expressly applicable service-specific agreement controls for the relevant activity. Some services require users to be adults or represented by a properly authorized parent, guardian or caregiver. We may verify identity, professional credentials, location or eligibility before enabling certain features.

The Platform, AI agents, community spaces and ordinary messaging channels are NOT emergency-response services and must not be used as the sole way to obtain help in an emergency. If you have a medical emergency or signs of a serious emergency, contact local emergency services or proceed to the nearest appropriate emergency facility immediately. Electronic messages, appointments and AI responses may not be monitored in real time.

Clinical consultations, prescriptions, diagnoses and treatment decisions are made by appropriately authorized independent professionals where applicable. Access to a clinician may depend on the patient’s physical location, the clinician’s credentials, professional scope and local law. You must provide accurate location and relevant health information when seeking regulated services. We may require in-country or locally authorized providers and may decline to route a consultation where location or authority cannot be established.

Medical information available through the Platform is not a guarantee of safety, clinical effectiveness or a particular result. You should discuss medical decisions with your licensed provider. We do not guarantee that every independent provider or vendor is error-free; each remains responsible for meeting its legal and professional duties. Nothing in these Terms excludes responsibility that cannot lawfully be excluded.

MSH may provide AI-assisted services such as Starpilot, Dr. AIva, record explanations, automated navigation, appointment support, evidence retrieval, population intelligence and other agents. Some are already functioning in designated Platform workflows; other capabilities, including aspects of longitudinal quality improvement or population analytics, may be introduced or validated over time. AI-generated explanations and recommendations can contain errors, omissions or outdated content. You must not treat an AI output as a substitute for emergency care, professional diagnosis, prescription authorization or other decisions that require licensed oversight.

AI-assisted clinical decision support may be presented to a participating clinician for independent evaluation. Where law or professional standards require a human clinical decision-maker, the clinician retains final responsibility. No statement on this Platform should be interpreted as a promise that TruthLink, Ifá or any other technology guarantees factuality or prevents all hallucinations, adverse events or cybersecurity incidents.

You agree to provide accurate and current information, use the Platform only through accounts and permissions you are authorized to control, protect passwords and authentication methods, and promptly report suspected compromise. Parent, guardian and caregiver accounts may manage certain dependent records where permitted by law and configured account permissions. MSH may suspend access to protect patients, privacy, security or compliance, with appropriate notice or appeal mechanisms where required. Account suspension does not automatically erase clinical or legally required records.

Our separate Privacy Policy describes MSH processing activities and your rights. Independent providers and insurers may give separate notices and may control their own records. By using a function you direct the Platform to transmit information needed for that function, within the permissions and lawful bases applicable to it; use of the Platform alone does not constitute blanket consent for research, medical recording, unrelated advertising or unrestricted cross-border sharing. Some services require specific consent, clinical authorization or an additional privacy notice before use.

Before a regulated consultation, the patient may be asked to review applicable local telemedicine disclosures and provide clinical consent. Relevant risks can include disconnections, incomplete records, delayed diagnosis, difficulty assessing symptoms remotely, and confidentiality incidents. Consultations may require referral to in-person care. Recording or transcription is not automatic solely because a consultation occurs; any recording must follow applicable law, provider consent and appropriate user notice or authorization.

Medicines are supplied, prescribed, dispensed or delivered only through participants legally authorized for the activity in the relevant jurisdiction. A prescription may be required. Product availability, price, country of sale, import permissions, substitutions, delivery and returns depend on local law and the terms of the responsible licensed vendor. MSH may support sourcing verification, traceability and pricing transparency but cannot promise zero counterfeit or substandard incidents or that any medicine will be suitable for a particular patient.

Traditional African Medicine (TAM) products and knowledge may be the subject of documentation, research, scientific evaluation, formulation, licensing and marketplace arrangements. A traditional or natural origin is not proof of safety or efficacy. No statement should be read as authorizing the sale of an unapproved product or an unvalidated therapeutic claim. Indigenous and community rights, legal authorization, provenance, traditional knowledge and applicable benefit-sharing obligations must be respected; ordinary Platform use does not assign traditional knowledge or community intellectual property to MSH.

The Platform may list healthcare services and complementary goods from independent sellers, including household products. Marketplace listings do not mean MSH manufactures, owns or clinically endorses those items. The listing or checkout flow should identify the seller, delivery method, total price, applicable taxes, service fee, refund rules and consumer rights before purchase. The responsible seller fulfills its own product obligations, except where MSH is expressly identified as the contracting seller.

Insurance coverage is issued and underwritten by the relevant licensed insurer or authorized entity, not automatically by MSH. If MSH introduces or facilitates an insurance product, the identity of the insurer, intermediary, premium, fees, benefits, exclusions, claims and cancellation rights will be disclosed in the applicable country-specific application and policy documents. Any referral fee or commission received by MSH is subject to law and commercial agreement. Platform enrollment itself does not confer insurance coverage or guarantee claim payment.

Unless clearly identified otherwise, providers set their own consultation fees, independent vendors set product prices, and the buyer sees the applicable MSH service or marketplace charge before confirming a transaction. Pricing may vary by country, currency, availability, taxes, delivery and promotions. Payments may be handled by approved third-party processors. Do not send card-security codes or sensitive payment credentials through community messages or unapproved support channels.

Paid membership or subscription features, if offered, will state their price, billing interval, whether renewal is automatic, any trial and promotional conditions, and the cancellation method before purchase. Users will not be charged recurring fees without the applicable authorization. Refunds, cancellation rights and disputed transactions are handled under the disclosed offering terms and mandatory local consumer protection law. We will not rely on blanket advance waivers of valid payment disputes or consumer remedies.

Prayer rooms, support groups and member communities are spaces for voluntary personal, spiritual, social and educational interaction. They are not clinical facilities or emergency services. Members should treat others respectfully, maintain confidentiality and avoid posting someone else’s health information without authorization. Community opinions, prayer, experience-sharing and user-created health content are not medical advice or a promise of particular outcomes. MSH may moderate content, restrict access or remove harmful material under a reasonable community moderation policy.

You retain applicable ownership of content you lawfully submit. You grant MSH a nonexclusive, limited license to host, process, store, display and transmit that content only as reasonably necessary to provide the requested features, preserve security, comply with law or undertake another activity separately authorized under the Privacy Policy and applicable notices. Public-post features may require additional permissions displayed at posting. You must have authority to share your content; you may not upload content that infringes others’ privacy, confidence, intellectual property or cultural and community rights.

MSH and its licensors retain their respective rights in the Platform software, interface, marks, agents, materials, proprietary tools and other protected content. Subject to these Terms, MSH grants users a limited, revocable, nontransferable right to use the relevant features for their intended purposes. No Platform account grants ownership in its software or underlying models. Protected patient information and legally protected indigenous knowledge are not treated as MSH-owned merely because they pass through the Platform.

You must not impersonate others; obtain access to another person’s health records without authority; submit fraudulent prescriptions; offer unlicensed clinical or pharmacy services; exploit minors; harass users; advertise unsafe or unapproved treatments as proven; use bots to scrape health records; spread malware; attack the Platform; manipulate transactions or reviews; or use the Platform for unlawful discrimination or other illegal activity. MSH may investigate security and abuse reports and take proportionate action, including suspension or reporting to competent authorities, consistent with law.

Features, languages, vendors and geographic coverage may change, and some services may be unavailable in particular locations or connectivity conditions. We will seek reasonable continuity and security but cannot guarantee uninterrupted access. Where MSH or an independent provider has a continuing clinical duty, necessary continuity-of-care, record-access, transition or emergency obligations remain subject to applicable law and professional standards.

Other businesses may offer services, websites, devices and software through or linked from the Platform. Their separate terms and privacy notices may apply. We are responsible for our own conduct and legal obligations, but we do not assume every independent partner’s duties merely by listing it. MSH may remove or suspend partners that violate applicable rules or Platform standards.

To the extent permitted by applicable law, nonclinical Platform features and general educational content are supplied without a guarantee of uninterrupted availability or fitness for every individual use. We do not exclude statutory guarantees, liability for fraud, wilful misconduct, gross negligence where non-excludable, personal injury or other rights that cannot lawfully be limited. Nothing in these Terms overrides the independent duties of licensed professionals, responsible vendors, product manufacturers, insurers or MSH itself.

Any allocation or limitation of liability is subject to mandatory consumer, patient-safety, privacy and other law in the country where the relevant service occurs. Users are responsible for harm caused by their own unlawful conduct and material misuse, but these Terms do not require a consumer to waive valid medical, statutory, privacy or consumer claims. Any legally available right to indemnification will be interpreted narrowly and proportionately under governing law.

Please first raise Platform concerns through privacy@monteserenohealth.com, or through the relevant service, provider or seller channel. We seek a fair opportunity to resolve concerns promptly. Mandatory rights to complain to health-professional bodies, insurance authorities, consumer agencies, privacy regulators or courts remain unaffected.

For central website and Platform-contract issues not otherwise governed by mandatory local law or a valid service-specific contract, these Terms are intended to be interpreted under the laws of the State of Delaware, United States, without displacing applicable non-waivable protections in the user’s country or the location of clinical care. Country-specific healthcare, pharmacy, insurance, privacy and consumer disputes may be subject to other mandatory courts, authorities and laws. No blanket arbitration requirement or class-action waiver is imposed by this general version.

United States

Clinical providers must be authorized to serve patients in the relevant state and comply with applicable telehealth, prescribing, record and informed-consent rules. U.S. federal and state health-information requirements may apply to different services, including HIPAA where relevant. Separate service agreements or notices will address any additional state requirements.

Nigeria

Medical and pharmacy services must comply with applicable Nigerian professional, pharmacy, medicine-registration, consumer and data-protection requirements. Local requirements may control provider credentials, prescriptions, medicine delivery and advertising, fees and other professional conduct.

Kenya

Licensed clinicians and medicine vendors must satisfy applicable Kenyan healthcare and pharmacy requirements. Kenya’s Digital Health Act and relevant operative digital-health, interoperability, data-protection and professional rules may apply to local services and systems.

South Africa

Professional services, pharmacy operations, insurance intermediation and health-data processing are subject to applicable South African licensing, professional, consumer and privacy requirements, including POPIA. Where MSH works with independent dispensing, collection or service-delivery networks, the responsible licensed partner will be identified for the relevant service.

We may update these Terms prospectively. Material changes will receive appropriate notice and, where required, renewed agreement. Continued use alone will not override a law requiring specific consent. If a provision is unenforceable, the remaining terms continue to the extent permitted by law.

Monte Sereno Holdings, Inc. | Email: privacy@monteserenohealth.com for legal and privacy contact routing | Website: https://staging.monteserenohealth.org/ (replace with the production website on publication). Physical contact and country-specific responsible entity details must be completed before publishing the relevant local services.