Our Terms & Conditions
Effective date: September 14, 2026
These Terms govern your use of websites, applications and related services provided by Crates Health Inc., a Delaware corporation (“Crates,” “we,” “us”). By accepting these Terms or using a service where these Terms are presented as its governing agreement, you agree to them. If you do not agree, do not use that service. Additional terms presented for a specific purchase or service apply to that purchase or service. Specific commitments made in your applicable purchase terms prevail over conflicting general language here.
Our Privacy Policy explains how we handle personal information. These Terms do not replace any separate consent required for clinical services, sensitive information or access to an external account.
1. Eligibility and your account
You must be at least 18 and legally able to enter this agreement to hold an account. Provide accurate, current information, protect your access credentials, and promptly tell us about suspected unauthorized access. You are responsible for activity you authorize through your account, but this does not make you responsible for losses that applicable law assigns to us.
If a service permits you to act for a patient, dependent or another person, you must have the necessary authority and provide any required permissions. You may use the service only where it is offered and legally available. Availability of a particular service or professional review may depend on location and other eligibility requirements.
2. What the services provide
Crates helps organize health-related purchases and documentation, facilitate requests for medical-necessity documentation, and prepare and manage reimbursement requests. Features and service limits depend on the offering you purchase and the functions available to your account. Access to one service does not include every other service we may offer.
We may develop, modify or discontinue features and offer different plans, subject to applicable law and our express commitments. We will not use this general provision to retroactively remove paid-period benefits or override an applicable price or access commitment. If we materially discontinue a paid service during its committed term, we will provide an appropriate replacement, adjustment or refund for the affected undelivered service as required by the applicable offer and law.
3. Clinical review and reimbursement decisions
Clinical judgments belong to the licensed professional responsible for the review. Requests may require further information and may be declined. Purchasing a service does not guarantee a particular clinical conclusion or issuance of a letter. Applicable clinical consents explain the relevant professional service and relationship.
General educational information, eligibility tools and administrative assistance are not a substitute for individualized professional advice. Crates' administrative services do not determine your tax treatment or a benefit administrator's final decision. A letter or prepared reimbursement packet does not guarantee that an expense qualifies, that an administrator will accept it, or that reimbursement will occur in a particular amount or time. Any express service guarantee offered with your purchase remains subject to its stated terms.
Automated tools may assist processing and document preparation. Their output can contain errors. Review purchase details and submission information, and report inaccuracies. Required clinical review is not replaced by an automated output. Billing renewal does not itself constitute a new clinical review or renew a clinical document.
The services are not an emergency service. For a medical emergency, contact local emergency services.
4. Your information and instructions
Provide truthful and complete information to the best of your knowledge. Do not alter or fabricate receipts, clinical information, signatures, account ownership or reimbursement history. You are responsible for confirming that a request reflects your circumstances, is directed to the intended recipient, and does not seek reimbursement already received from another source.
You retain ownership of the content you provide. You grant Crates a nonexclusive license to host, copy, process, format and transmit that content only as reasonably needed to provide the services you request, maintain and secure those services, and meet applicable legal obligations. We may permit providers working for us to perform those functions under appropriate restrictions. This license does not authorize public advertising use of your private documents or use of consumer health data for targeted advertising, including advertising for Crates. It does not override our privacy notices, your required consents or restrictions on information obtained from connected services. It lasts only as long as those authorized purposes and applicable retention obligations require.
You may provide suggestions or feedback that we can use without compensation or obligation to you. This permission does not convert private health information or documentation into unrestricted feedback.
5. Optional connections and third-party services
Where a connection is offered, you choose whether to authorize it and the permissions it requests. Authorizing one service does not authorize every other connection or action. We use access to perform the functions described when you connect and in the applicable privacy notice. You may withdraw access, although doing so can limit the connected feature.
We transmit documents or act on another account only within the instructions and permissions you provide. You must have authority to give those instructions. Revoking access stops future authorized access; it does not reverse a completed transmission or require an independent recipient to erase records it must legally retain.
External services, payment providers, merchants and benefit administrators may impose their own terms, availability limits, fees and requirements. We do not control their decisions or systems. We remain responsible for obligations applicable to our own services; referring to a third party does not eliminate those obligations.
6. Purchases, subscriptions and renewal
The offer and checkout identify the price, billing interval, included services, applicable limits, taxes and any additional purchase conditions. You authorize the charges you expressly approve. A one-time purchase does not become a recurring subscription without your agreement.
If you choose an automatically renewing subscription, it renews at the disclosed interval and price until canceled, subject to required notices and consent. We disclose material renewal terms before purchase. Any price change applies prospectively after the notice and any consent required by law and your purchase terms. Existing express pricing commitments remain controlling for the customers and periods they cover.
Plan allowances, document validity and billing periods are distinct. Unused services do not automatically carry over unless your offer provides otherwise. Upgrades, credits, promotions, expiration rules and additional purchases follow the terms presented for those transactions; this agreement does not silently change an existing purchase's allowance or expiration date. A clinical document's stated validity is not a promise that it remains suitable after circumstances change.
You are responsible for keeping payment details current. We may restrict new paid services when payment fails, subject to notice and applicable rights. A billing problem does not by itself invalidate an already issued clinical document.
7. Cancellation and refunds
You may stop automatic renewal using the subscription-management link in your account or by contacting info@crateshealth.com. Cancel before the next renewal charge to stop that renewal. If a timely request is not processed correctly, contact us so we can correct it. We will provide confirmation of the cancellation and the applicable access end date.
Cancellation ordinarily takes effect at the end of the current paid period, preserving paid-period access. It does not void an already issued letter or change the validity period stated on that letter. Future services and any future clinical renewal remain subject to the applicable plan, eligibility and review requirements; cancellation does not extend those rights beyond the paid term.
A cancellation is not automatically a request for a refund. Contact us for a refund review. Refunds are evaluated under the offer or guarantee applicable to your purchase, the services delivered, the circumstances of your request and applicable law. We honor legally required refunds and express refund commitments. A discretionary refund in one instance does not establish a general refund entitlement for other purchases. Nothing here limits a lawful billing dispute or other nonwaivable remedy.
8. Saved documents and account closure
Subscription cancellation does not itself delete your saved receipts and documentation. Already issued letters remain accessible for their stated term. You may export saved documentation; contact us if you need assistance. Maintain your own copies of records you may need for tax, reimbursement or other purposes.
Long-term storage does not guarantee that every service or storage arrangement will remain available forever. Before a planned closure or material change that would end access to saved documentation, we will provide reasonable notice and an opportunity to obtain your records, subject to applicable law and genuine security or legal restrictions. We will honor any more specific storage or access commitment applicable to your purchase.
Account deletion and requests to delete particular records are governed by our privacy notices and applicable retention obligations. Deleting a Crates copy does not delete a copy already received by a clinician, administrator or other authorized recipient.
9. Acceptable use and intellectual property
Do not misuse the services, interfere with their operation, bypass access restrictions, introduce malicious code, impersonate others, infringe rights, submit fraudulent claims or access another person's information without authority. Do not systematically extract nonpublic content or use the service to develop a competing service through unauthorized copying. These restrictions do not prohibit conduct that applicable law protects, truthful reviews, lawful complaints, or authorized security testing.
Crates and its licensors own the software, branding and other service materials, excluding your content and materials owned by others. Subject to these Terms, you may use the services and provided documents for their intended personal or otherwise expressly authorized purposes. You may share your receipts and issued documentation with your advisors, administrators and other intended recipients. No broader intellectual-property license is implied.
10. Suspension and termination
We may restrict or terminate access for a material violation, fraud, legal requirements or a credible safety or security risk. Where practicable and appropriate, we will explain the issue and provide an opportunity to resolve it. We may act immediately when delay would create a material risk or violate law.
Termination does not erase outstanding obligations, applicable refund rights, privacy rights or record-access rights. Sections that by their nature continue after termination remain effective, including limits on misuse, intellectual property, applicable payment obligations, liability provisions and dispute terms.
11. Service limitations and liability
To the extent permitted by law, the services are provided “as is” and “as available,” without implied warranties of merchantability, fitness for a particular purpose or noninfringement. We do not guarantee uninterrupted operation, error-free outputs or decisions by third parties. This does not disclaim an express commitment in your purchase terms or a warranty that cannot lawfully be excluded.
To the extent permitted by law, neither Crates nor its officers, employees or agents is liable for indirect, incidental, special, consequential or punitive damages arising from these Terms or the services. Our aggregate liability arising from the services will not exceed the greater of $100 or the fees you paid Crates for the services during the 12 months before the event giving rise to the claim.
These exclusions and the cap do not apply to fraud, willful misconduct, gross negligence, liability for death or personal injury caused by negligence, or any liability or remedy that cannot lawfully be limited. They do not limit a refund expressly owed under your purchase terms. Some jurisdictions do not allow particular exclusions or limitations; those restrictions apply to you where required.
12. Claims caused by misuse
To the extent permitted by law, you will indemnify Crates against a third-party claim and reasonable resulting costs caused by your fraudulent use, intentional violation of law, or knowing infringement of another person's rights through the services. This obligation does not cover a claim caused by Crates' own misconduct or breach. We will notify you of a covered claim and provide reasonable cooperation. No settlement may impose an admission or nonmonetary obligation on you without your consent, which will not be unreasonably withheld.
13. Disputes and general terms
Delaware law governs these Terms, without regard to conflict-of-law rules, except that mandatory consumer protections applicable to you continue to apply. Disputes may be brought in a court with lawful jurisdiction. These Terms do not impose mandatory arbitration or waive a right to participate in a class action.
You and Crates may contact each other to seek an informal resolution, but doing so is not a condition to exercising a legal right or meeting a filing deadline. Send notices concerning these Terms to info@crateshealth.com or the mailing address below.
We may update these Terms prospectively and will provide notice of material changes and obtain acceptance where required. Changes do not retroactively alter accrued claims or express commitments for an existing paid term. If you decline changes governing a future service period, you may stop renewal or discontinue that service.
We may assign this agreement in connection with a corporate transaction or reorganization, provided that doing so does not reduce your applicable rights. You may not transfer your account or this agreement without our consent except as law permits. If a provision is unenforceable, the remaining provisions continue to apply. Failure to enforce a provision is not a waiver. These Terms and applicable purchase and service terms form the agreement concerning their subject matter.
Crates Health Inc.
Email: info@crateshealth.com
Mailing address: 945 Market Street, Floor 5, San Francisco, CA 94103, United States