Version 2026-09-02 · Effective September 2, 2026
These Terms of Service ("Terms") are an agreement between HL Patient Portal ("the Platform", "we", "us") and the medical spa, clinic, pharmacy or wellness practice that creates a clinic account ("Clinic", "you"). They also set the ground rules for patients who use a Clinic's portal. By checking the acceptance box at signup, or by using the Platform, you agree to these Terms. The person accepting on behalf of a Clinic confirms that they are authorized to bind it.
The Platform is software that lets Clinics offer their patients a branded portal, on the web and in a mobile app, for intake questionnaires, ordering and paying for products and services, treatment tracking, reminders, rewards and messaging, connected to the Clinic's own CRM and payment accounts. We host and operate the software. The Clinic runs its practice.
All medical services, prescriptions, treatment decisions and patient relationships belong to the Clinic and its licensed providers. Content in the Platform (including trackers, calculators, reminders and educational material) is informational tooling and is not medical advice. Patients should always follow the guidance of their own providers, and contact emergency services in an emergency.
You must provide accurate information and keep your credentials confidential. Clinic staff accounts may only be used by the individual they were issued to. We may suspend accounts that present a security risk or violate these Terms.
You may not misuse the Platform, including by attempting to access other clinics' or patients' data, probing or disrupting the service, uploading malicious code, scraping, reselling access, or using the Platform for unlawful purposes.
Plans and trial. Clinic subscriptions are monthly, at the plan and price you select at signup (current pricing is published at hlpatientportal.com). Every subscription starts with a 14-day free trial. A payment method is required to start the trial, and the selected plan is charged automatically when the trial ends unless you cancel before then. Signature plans also carry a one-time launch fee, shown at signup, which is charged when payment details are added.
Renewal and cancellation. Plans renew monthly until cancelled from the Billing page in your dashboard. Cancellation takes effect at the end of the current billing period, and you keep access until then. Subscription fees are non-refundable except where the law requires otherwise.
Platform transaction fee. In addition to the subscription, we charge a platform fee on each payment your patients make through the Platform (orders, subscriptions and dose purchases processed through your connected Stripe account). The standard rate is 2% of the payment amount. A different rate applies only if we have agreed one with you in writing. The fee is collected automatically by Stripe from each payment before the remainder settles to your account, and it appears on your Stripe transaction records as an application fee. If you refund a payment through the Platform, the platform fee on that payment is returned to you as well. Stripe's own processing fees are separate, set by Stripe, and governed by your agreement with Stripe.
Taxes. Our fees exclude taxes. You are responsible for any sales, use or similar taxes on your subscription (other than taxes on our income), and for all taxes on your sales to patients.
Changes to pricing. We may change subscription prices or the platform fee rate on at least 30 days' notice, by email to your account owner and a notice in your dashboard. Changes take effect at your first renewal after the notice period. If you do not agree to a change, cancel before it takes effect.
As between us, you own your business data, and your patients keep the rights described in our Privacy Policy, including in-portal export and deletion. Protected health information is handled under the BAA. On termination you may request an export of your data; we keep what the law requires us to keep (such as audit logs) and delete the rest on the schedule described in the BAA.
We own the Platform and everything in it other than customer content. Clinics grant us the licenses needed to host and display their branding and content in order to run their portal. Feedback may be used to improve the Platform without obligation.
We work to keep the Platform available and secure, but it is provided "as is" and "as available" without warranties of any kind. We may improve or modify features over time and will use reasonable efforts to avoid material regressions. We may suspend access where necessary to protect the security or integrity of the Platform, with notice where practical.
To the maximum extent permitted by law: we are not liable for indirect, incidental, special or consequential damages, or lost profits or revenues; and our total liability for any claim relating to the Platform is limited to the amounts the relevant Clinic paid us in the twelve months before the event giving rise to the claim. Nothing here limits liability that cannot be limited by law.
Clinics may cancel at any time from the Billing page. We may suspend or terminate access for material breach, non-payment or security risk, with notice where practical. Sections that by their nature should survive (data, fees owed, liability, intellectual property) survive termination.
You accept these Terms and the BAA electronically by checking the acceptance box at signup, or by accepting an updated version in your dashboard. We record which versions were accepted, by whom, when, and from which network address. You can review that record and download your completed BAA at any time from Settings → Legal in your dashboard. Electronic acceptance has the same effect as a signature.
We may update these Terms. For material changes we will email your account owner, show a notice in your dashboard, and ask an administrator to accept the new version at their next sign-in. Changes take effect on acceptance, or at your next renewal after the notice, whichever comes first. For patients, continued use of a Clinic's portal after a change is acceptance. Questions: support@hlpatientportal.com.