Terms of Use

By visiting ondoc.com, creating an account, submitting a request, booking an appointment, buying a membership or otherwise using Ondoc (together, the "Services"), you agree to these Terms of Use, the Privacy Policy and, for clinical care Ondoc provides, the HIPAA Notice of Privacy Practices. If you do not agree, do not use the Services.

"Ondoc," "we" and "us" mean Ondoc and the licensed clinicians who provide care through it. "You" means the visitor, patient, parent or guardian, or other person using the Services. If you use the Services for someone else — for example, an eligible minor — you confirm that you are legally authorized to do so and you accept these Terms on their behalf.

Providers and practices. Clinicians, practices and their staff who participate in Ondoc are additionally bound by the Provider Terms. Where these Terms and the Provider Terms address the same provider or practice matter, the Provider Terms control.

If you think you are having a medical emergency, call 911 or go to the nearest emergency department now. Do not use Ondoc for chest pain, trouble breathing, signs of stroke, severe bleeding, severe allergic reactions, thoughts of harming yourself or others, or any other urgent danger. If you are in crisis, call or text 988 (Suicide & Crisis Lifeline).

Ondoc's information pages, symptom guides, tools and messages are general information. They are not individualized medical advice and do not create a clinician–patient relationship until a licensed clinician reviews your request or sees you.

Ondoc is an online care service in the United States. Licensed clinicians use Ondoc to evaluate patients and, when clinically appropriate, diagnose, treat, prescribe, order tests, refer and prepare medical documents. Depending on the service and where you are located, care may be delivered through:

• Scheduled video consultations, including exact-slot appointments you choose from a clinician's live calendar.
• Flexible-availability requests, where you choose a care window rather than an exact time.
• Asynchronous (no-appointment) clinical evaluations, where a clinician reviews the information you submit without a scheduled visit (see Section 7).
• Primary care, including chronic-condition care and wellness visits.
• Prescription refill requests and new medication evaluations.
• Condition and symptom consultations.
• Laboratory and imaging order requests, performed by independent laboratories and imaging facilities.
• Specialist referrals.
• Doctor's notes and medical-document evaluations, such as work or school notes, travel letters and clearance documents.
• Memberships (Section 10) and special programs (Section 11).
• Marketplace appointments with independent participating providers and practices (Section 12).

Every clinical request is evaluated by an appropriate licensed clinician. Submitting a request or paying does not guarantee a prescription, diagnosis, medical order, referral, document, treatment, insurance coverage or any particular clinical outcome.

Ondoc does not dispense medication. Pharmacies, laboratories, imaging centers, specialists and other third parties you are sent to provide their own services under their own terms and may charge you separately.

By using Ondoc's clinical services you consent to receive care through telehealth — video visits, asynchronous review of information you submit, and secure electronic communication. You understand that:

• A clinician cannot physically examine you remotely. Some conditions cannot be safely evaluated or treated online, and a clinician may decide that you need an in-person examination, urgent care, emergency care, testing or a specialist.
• Telehealth depends on technology. Video, audio, internet, email or device failures can delay or interrupt care. If a technical problem prevents a visit, Ondoc or your clinician will work with you to reschedule or complete the evaluation another appropriate way.
• Information you submit is used by the clinician to make medical decisions. Incomplete or inaccurate information can affect the safety and quality of your care.
• You may decline telehealth at any time and seek in-person care instead.
• Some states require specific telehealth or treatment consents. Where the existing request or appointment flow presents a state- or service-specific consent, that consent also applies.

To use Ondoc's clinical services you agree to:

• Provide your true identity and accurate contact information, and keep it current.
• Tell us the state you will physically be in at the time of care. Clinicians may only treat patients located where they are licensed, and some programs are available only in specific states.
• Describe your symptoms, medical history, medications, allergies and prior treatment accurately and completely.
• Give accurate pharmacy preferences and accurate insurance information if you choose insurance.
• For an eligible minor, have a parent or legal guardian request and authorize care, consistent with applicable law.
• Use appointments and messages for legitimate care and attend the appointments you book.
• Respond to reasonable clinician requests for more information and follow up as advised, including in-person care when recommended.

You must not impersonate anyone, submit false or fraudulent information, request care for a person who has not authorized it, or alter, forge, resell or misuse any prescription, note, order, letter or other document issued through Ondoc. Misuse may lead to cancellation of the document, account suspension and reporting where required by law.

These responsibilities do not add clinical eligibility rules. Each service's own eligibility is described where you request it.

Clinicians exercise independent professional judgment. They may approve, modify or decline a request, ask for more information, require a video visit, recommend testing, or refer you elsewhere.

Ondoc does not guarantee any specific prescription or intervention, including antibiotics, hormone therapy, weight-loss medication, controlled medications, work or school documentation, travel or clearance letters, emotional-support-animal letters, or medical certifications. Controlled medications are available only through specific programs where Ondoc clinicians have chosen to offer them and where the law permits, and only when the treating clinician decides it is appropriate. The Mental Health program is limited to non-controlled medications. Payment, pricing and compensation are never conditioned on a clinician prescribing, ordering or approving anything.

Many Ondoc services can be requested without choosing an appointment time. In that case:

• A licensed clinician reviews the information you submit, evaluates your request and decides the next appropriate step.
• The clinician may ask for more information, a video conversation, testing or an in-person evaluation before deciding.
• Asynchronous does not mean free. Self-pay and insurance pathways remain available where supported.
• A clinician's completed asynchronous evaluation is a clinical service. It may be billable — to you or your insurance — even though no video appointment was scheduled.
• If you use insurance, your plan's copays, coinsurance and deductibles may apply.
• Clinical review does not guarantee approval of a prescription, order or document.
• A no-appointment request is not a scheduled appointment, so it can never be a "missed appointment" or "no-show."
• An abandoned or unsubmitted form, or a request no clinician evaluated, is not a rendered clinical service.

Choosing no time does not add questionnaires or steps beyond those in the existing request.

8.1 Self-pay

Self-pay pays for Ondoc's clinical visit or request evaluation. The ordinary Ondoc self-pay price is $50 per visit or request, as shown on the Pricing page and at checkout. Some programs have their own disclosed self-pay price — for example, women's hormone therapy ($150), iron therapy evaluation ($100), and Qsymia ($100) — and compounded-medication programs show their price on their program page. Independent Marketplace providers set their own disclosed self-pay price (Section 12). The price that applies to you is the one shown before you pay.

Self-pay does not include medication, pharmacy, laboratory, imaging, outside consultation, specialist or other third-party charges, which are billed by those parties.

Payments are processed through Stripe under its applicable services terms and Privacy Policy. Ondoc does not store full card numbers. HSA and FSA cards can be used like any debit card where your plan allows.

8.2 Completed asynchronous evaluations

A no-appointment request is nonrefundable once the provider has completed the clinical evaluation, whether or not the requested prescription, order or document is approved. Eligible completed asynchronous care may be billed to insurance with applicable copays, deductibles and coinsurance. Unperformed care is never billed. Applicable legal and payer protections apply.

Payment pays for the provider's professional evaluation, not a promised prescription, treatment, diagnosis, test, referral or document. A clinical decision declining the requested outcome does not itself mean care was unperformed. Administrative processing, an automated message, an unsubmitted form or payment alone is not a completed clinical evaluation. If no clinical evaluation was completed, contact Ondoc for review of any payment and the applicable refund. Duplicate or erroneous charges and nonwaivable rights remain protected. Disclosures applying to earlier purchases are not changed retroactively.

8.3 Program evaluations disclosed as non-refundable

For program evaluations whose page and checkout state that the Ondoc fee pays for the clinical evaluation and is non-refundable (including women's hormone therapy, iron therapy, Qsymia and compounded-medication programs), the fee is not refunded because the clinician has performed the evaluation, whether or not a prescription is issued. That disclosure is shown before payment.

8.4 Scheduled appointments, no-shows and late cancellations

Patient no-shows and cancellations within 30 minutes before the scheduled appointment are nonrefundable. Applicable law and payer protections apply. Ondoc never bills insurance for care that was not performed. If Ondoc or the provider cannot provide the service, you are not charged for unperformed care. In particular:

• A no-show is a scheduled appointment the patient does not attend. It is different from an appointment cancelled or not kept by Ondoc or the clinician; if Ondoc or the clinician cancels, does not attend, or cannot provide the service, the refund rules in Section 8.6 apply and you are not charged for care you did not receive.
• The cancellation cutoff is within 30 minutes before the scheduled appointment. This rule must be displayed before scheduled booking confirmation. It is not introduced retroactively for a booking made under a different disclosure.
• These provisions apply subject to mandatory law, your insurance plan's rules and contracts, and any service-specific exception stated for that service.
• This policy never authorizes billing an insurer for an encounter that did not take place. A missed appointment is not a rendered clinical service and is never submitted as one.
• Any separate no-show fee would apply only if it is disclosed before booking and permitted by applicable payer rules. Ondoc does not charge more than one fee for the same missed appointment unless that was clearly disclosed in advance.

8.5 Insurance

If you choose insurance:

By choosing insurance and submitting this request, you authorize Ondoc to bill your selected plan for care a clinician actually provides — including a completed review with no appointment time. Coverage isn't guaranteed, and you're responsible for any copay, coinsurance, deductible or lawful non-covered balance. Ondoc never bills your plan for care that wasn't provided.

This applies to eligible services performed through scheduled appointments, video consultations, flexible-availability requests, asynchronous (no-appointment) evaluations and other covered clinician-reviewed services. You do not need to select an appointment time for an otherwise eligible completed clinical evaluation to be a potentially billable service. In addition:

• Coverage is not guaranteed. Ondoc may need to verify your eligibility and benefits.
• Whether an asynchronous service is covered depends on your insurer, plan, the service and applicable billing rules.
• Every claim must correspond to actual, documented, billable care. An unperformed encounter is never represented as a rendered service.
• Accepting your insurance does not guarantee zero patient responsibility.
• Your payer's rules and applicable legal protections, including federal and state balance-billing protections, control how a claim is billed.
• Ondoc accepts Medicare. Ondoc does not accept Medicaid, including managed Medicaid plans.
• If your plan cannot be billed, Ondoc will tell you and may offer an optional self-pay link. You are not charged self-pay unless you choose to pay.

8.6 Copays, deductibles and patient balances

• Copays may be collected after your plan's responsibility is known, including through Ondoc's standalone copay payment page, where you enter the amount you owe.
• Deductibles and coinsurance are set by your plan and may result in a patient balance after the claim is processed.
• Claims and statements. Ondoc submits claims for eligible care and may contact you about the amount your plan determines you owe. Your insurer is responsible for its share under your plan; you are responsible for your share.
• Non-covered services. If your plan does not cover a service, you may be responsible for the lawful non-covered amount, consistent with your plan and applicable law, or you may be offered self-pay.
• Disputes and corrections. If you believe a charge, claim or balance is wrong, contact care@ondoc.com. We will review it and correct confirmed errors.

Ondoc does not automatically charge patient balances to a saved card; balances are paid only when you choose to pay them.

8.7 How specific payment situations are handled

1. Patient no-show — not refunded (Section 8.4); never billed to insurance as a rendered visit.
2. Cancellation within 30 minutes before the scheduled appointment — nonrefundable, subject to applicable law, payer protections and the disclosure applying when booked (Section 8.4).
3. Earlier cancellation — contact Ondoc for handling under the disclosure applicable to that service. Membership visit accounting continues under the existing membership rules.
4. Clinician unable to provide the service — you are not charged for care you did not receive; payments are refunded.
5. Request not clinically approved — a completed no-appointment clinical evaluation is nonrefundable even when the requested outcome is declined (Section 8.2). Program evaluations follow their applicable disclosure (Section 8.3). Care not performed, errors and protected rights are reviewed separately.
6. Duplicate payment — refunded once confirmed.
7. Failed or abandoned checkout — if no payment completed, nothing is charged and no request is created.
8. Payment reversal or chargeback — please contact us first so we can resolve the issue; Ondoc may respond to a dispute with records of the service provided.
9. Service-specific non-refundable evaluations — as disclosed before payment.
10. Statutory rights — nothing in these Terms limits refund or consumer rights you have under applicable law.

When you book a scheduled appointment you receive a confirmation and a video link. Ondoc sends appointment reminders and care updates by email. You agree that Ondoc may communicate with you electronically about your care, payments and account, and that electronic records and notices have the same effect as paper. You can opt out of non-essential messages; messages required for your care, billing or legal notices may still be sent. Appointment reminders are sent by email. Reminder availability depends on the contact information provided and successful delivery; please keep track of your scheduled appointment even if a reminder does not arrive.

Ondoc may ask you for private feedback after a visit through a link in an email. Feedback is optional.

Ondoc memberships give you a set number of included clinical visits each membership month.

• Programs and prices. Primary Care — $25/month. Sexual & Hormonal Health (offered publicly as the Men's Health and Women's Health memberships) — $25/month. Dermatology — $25/month. Mental Health (non-controlled medications only) — $25/month. Weight Management — $50/month.
• Included visits. Each membership includes 2 eligible clinical visits per membership month. One clinical case counts as one visit, even if it includes both a request and an appointment. Membership months follow your membership start date, not the calendar month.
• No rollover. Unused included visits do not roll over to the next month.
• Additional visits. After your included visits, additional eligible visits are $10 each, paid before the visit begins.
• Program eligibility. Included visits cover the services in that membership's program. Specialty and separately priced programs are excluded unless the program says otherwise.
• Booking. You can use an included visit for an exact-slot appointment, a flexible request or a no-appointment request within the program.
• Terms and payment. Memberships are offered for 1, 3 or 6 months, paid in advance for the term you choose. You authorize Ondoc and Stripe to charge the price shown at enrollment and, if auto-renew is on, at each renewal.
• Renewal and cancellation. You can turn off auto-renew at any time. Your current paid term continues until it ends. Turning off renewal does not create a refund for the term you already paid for.
• Other charges. Medication, pharmacy, laboratory, imaging and other third-party charges are not included.
• No guaranteed outcome. A membership pays for access to clinical evaluations, not for any particular prescription or result.

Some services have their own eligibility, geographic availability, price and disclosures, which are shown on their program pages and before payment and form part of these Terms:

• Weight management and GLP-1 care, including the Weight Management membership. Medication is billed separately by the dispensing pharmacy.
• Testosterone evaluations. Compounded testosterone is available only to patients located in Texas.
• Phentermine and Qsymia. Compounded phentermine is available only to patients located in Texas. Qsymia is offered nationwide through its existing program, subject to the treating clinician's decision and applicable law.
• Women's hormone therapy, erectile dysfunction and sexual health care.
• HIV PrEP, HIV PEP and DoxyPEP. HIV PEP is time-sensitive; if you may have been exposed in the last 72 hours and cannot be seen promptly, go to an emergency department or urgent care.
• Alcohol-use-disorder care, including naltrexone.
• STI evaluations and treatment.
• Mental health consultations (non-controlled medications only).
• Emotional support animal evaluations. A letter is issued only if the evaluating clinician determines it is clinically supported; payment does not buy a letter.
• Skin Checker, an informational tool that gives general information about a skin photo you choose to submit. It is not a diagnosis. You can start a visit with a clinician for an evaluation.
• Prescription refills, laboratory and imaging orders, referrals and medical documentation.
• Employer or organization-sponsored programs and code-gated programs, which follow the sponsor's program terms and any eligibility code required.

Availability, approval and pricing are never universal unless stated. External laboratories, pharmacies, imaging centers, specialists and other third parties may charge separately.

The Marketplace lets you choose and book an independent participating provider or practice directly.

• When you deliberately select a Marketplace provider, that provider or practice delivers and is responsible for your clinical care, keeps your clinical record and handles its own insurance billing.
• Marketplace self-pay prices are set by the provider — typically $50 or $100 — and shown before you pay. Payment is collected through Ondoc's payment processor on the provider's behalf.
• Marketplace providers are not Ondoc employees. Ondoc does not direct their clinical judgment.
• Care Ondoc delivers through its own clinicians (including Ondoc assignments) is distinct from a Marketplace booking.

How Ondoc and Marketplace providers settle fees and collections between themselves is governed by the Provider Terms and does not change what you pay.

Provider and practice participation — accounts, professional identity, independent clinical judgment, documentation, availability, scheduling, privacy, practice-controlled billing, provider-specific Google Calendar and Meet, compensation for Ondoc assignments, Marketplace conversion fees, collections and settlement, and suspension or termination — is governed by the Provider Terms. Two separate economic models apply there and are not combined:

• Ondoc assignments. A provider earns the existing completed-assignment compensation (currently $30) for each completed qualifying assignment. Cancelled, uncompleted, no-show, fraudulent or otherwise non-qualifying assignments do not earn completed-assignment compensation.
• Direct Marketplace. One qualifying successfully submitted provider-associated Marketplace request or booking earns one conversion fee at submission under the Provider Terms. The Owner-authorized qualifying self-pay service-price schedule is $50 → $20, $100 → $40, $150 → $60, with the same 40% rule for other qualifying authored service-price tiers. This is a provider/practice fee, not an extra patient charge. The corrected schedule takes effect only from the prospective instant stated in the corrected published Provider Terms; it does not change historical fees. Insurance retains its existing $20 fee because no insurance service-price basis has been authorized. The fee does not depend on acceptance, attendance, prescribing, diagnosis, insurer payment, collection, cancellation or no-show, and is not earned a second time when the same request is later scheduled. A checkout that never saves a qualifying submission earns no fee.

Neither model depends on a clinician prescribing, ordering or achieving any clinical outcome.

You are responsible for keeping your sign-in email account secure and for activity under your account. Ondoc uses one-time sign-in links and codes; do not share them. Tell us promptly at care@ondoc.com if you believe your account has been used without permission.

You agree not to: use the Services unlawfully or for fraud; interfere with or attempt to gain unauthorized access to the Services, other accounts or data; scrape, copy or harvest content or provider information at scale; upload malicious code; harass clinicians or staff; or use the Services to obtain medication for anyone other than the patient. We may suspend or close accounts, cancel documents, or decline service for violations, safety concerns or legal requirements, while honoring any refund owed under Section 8 and your rights to your medical records.

You keep ownership of the information you submit. You give Ondoc permission to use it to provide and pay for your care and operate the Services as described in the Privacy Policy and HIPAA Notice. You confirm you have the right to submit any photos, documents and information you provide.

The Services rely on third parties such as payment processing (Stripe), video and calendar services (Google Meet and Google Calendar), email delivery, pharmacies, laboratories and imaging facilities. Their services are governed by their own terms. Ondoc is not responsible for third-party services it does not control, but will help you resolve problems that affect your care.

The Services, including text, design, software, logos and the Ondoc name, belong to Ondoc or its licensors. You may use them only for your personal use of the Services. Public-domain data, such as the federal NPPES provider registry, is attributed where shown.

We work to keep the Services available, but they may be interrupted for maintenance, failures or reasons outside our control. Services, programs, clinicians and geographic availability may change. Changes do not affect a visit or request you have already paid for, which will be completed, rescheduled or refunded under Section 8.

To the extent permitted by law, the Services are provided "as is," and Ondoc disclaims implied warranties. Nothing in these Terms limits liability that cannot be limited by law, including for gross negligence or willful misconduct, or any professional obligation a clinician owes you. These Terms do not waive any rights you have as a patient or consumer under applicable law.

Patient and provider disputes must be directed to Ondoc at care@ondoc.com or +1-817-668-0320 for direct resolution. Ondoc will review the concern, relevant care and transaction records, and any proposed correction. This does not delay or waive legally protected complaint, refund, chargeback, regulator or other rights. These Terms are governed by applicable United States law and the law of the state in which you received care, subject to nonwaivable law. There is no mandatory arbitration clause, class-action waiver or required court-settlement procedure. You may also contact your state medical board or consumer-protection agency.

We may update these Terms. Updates are posted on this page with a new effective date and apply prospectively. Changes do not retroactively alter the price, refund terms or disclosures that applied to a purchase you already made. Material changes will be highlighted on this page and, where appropriate, sent by email.

If any part of these Terms is found unenforceable, the rest remains in effect. Our failure to enforce a provision is not a waiver. You may not transfer your rights under these Terms. Headings are for convenience only.

Ondoc · care@ondoc.com · +1-817-668-0320