Terms of Service

Expected Health — Terms of Service

Version 1.0 • Effective Date: June 23 2025

Welcome to Expected Health. These Terms of Service (“Terms”) govern your access to and use of the Expected Health website, the Expected Health Referral Management Platform (“Platform”) also known as Katina, operated by Expected Health, Inc. (“Expected,” “we,” “our,” or “us”). Expected Health is NOT a clinic, and we do not provide medical or clinical services.

We do not guarantee the promptness with which a clinic will respond to your appointment request or contact you after submission. All matters related to the imaging procedure—including scheduling, quality of service, and charges—are solely between you, the imaging clinic you select, and, if applicable, your health insurance provider. Expected Health does not make any guarantees about the quality of imaging clinics, their equipment, or their staff.

By creating an account, using the Platform, or checking the box to accept these Terms, you agree to be bound by (i) these Terms, (ii) our HIPAA Business Associate Agreement (BAA), and (iii) our Privacy Policy. If you accept on behalf of an organization (clinic, lab, law firm, etc.) you represent and warrant that you are duly authorized to do so.

1. Scope and User Roles

These Terms apply to all Platform users, including but not limited to:

  • Patients — manage referrals, appointments, communications, and records

  • Referring Providers — initiate or manage referrals; contribute clinical information

  • Provider Staff — coordinate care on a provider’s behalf

  • Clinics & Labs — receive referrals, submit results, coordinate care

  • Clinic Staff — handle referrals, records, and workflows for a clinic or lab

  • Attorneys / Law-Firm Representatives — request or access records for healthcare-related legal matters

Sections that apply only to certain roles are clearly identified.

In addition, the following definitions apply:

  • Referral Documents — provider orders, prescriptions, requisitions, face sheets, insurance cards, and other documents uploaded to initiate or support a referral or appointment.

  • Records — medical, imaging, or billing records retrieved through the Platform.

  • Uploaded Content — collectively, Referral Documents, Records, and any other files transmitted through the Platform, whether or not such files contain PHI.

2. Eligibility and Compliance

You may use the Platform only if:

  1. You are at least 18 years old and legally authorized to act for yourself or an organization;

  2. Your use complies with all applicable laws, regulations, and industry standards (including HIPAA); and

  3. For Clinics, Providers, and Staff: you and your organization hold all required licenses and remain in good standing.

3. User Account Responsibilities

All users must:

  • provide accurate, complete registration data;

  • safeguard login credentials and restrict access to authorized persons;

  • promptly notify Expected of any unauthorized access or security incident.

Clinics / Providers are responsible for all activity under accounts created by or for their organization.

4. Permitted Use of the Platform

You may use the Platform for any lawful purpose related—directly or indirectly—to healthcare communication, coordination, delivery, management, support, revenue-cycle, or documentation.

Permitted use includes, but is not limited to:

  • facilitating referrals and clinical communications;

  • sending / receiving medical records (including manual fax entry);

  • coordinating appointments, diagnostics, follow-ups, outcomes;

  • exchanging information with patients, providers, attorneys, payers, transportation, pharmacies, home-health, ancillary services, and other authorized entities;

  • any lawful administrative or revenue-cycle function, such as eligibility checks, prior authorizations, claims submissions, appeals, or collections;

  • enabling patients to share PHI with authorized family members or caregivers;

  • supporting staff with payer communications and documentation exchanges;

  • observing and analyzing user behavior via third-party analytics to improve the Platform;

  • retaining and storing Uploaded Content (including Referral Documents and Records) to support ongoing platform functionality, including but not limited to: fulfilling repeat or follow-on requests, supporting continuity of care, enabling patient and authorized-user access to their own documents, facilitating audit and compliance, and operating account-level history and dashboards.

Prohibited conduct: violating HIPAA or IP rights; sharing credentials; harassing / misleading others; bypassing security; disrupting the Platform. We may suspend or terminate access for any violation.

5. Protected Health Information (PHI) & Data Sharing

Our handling of PHI is governed by our BAA.

5.1 For Providers, Provider Staff, Clinics, Clinic Staff

You will obtain required patient authorizations, disclose PHI only for permitted purposes, and comply with all privacy/security laws.

5.2 For Patients

PHI you submit may be shared with providers, administrative staff, law firms, transportation providers, and caregivers you authorize. You can grant or revoke third-party access via the Platform.

5.3 Third-Party Integrations & Subprocessors

Expected Health uses third-party service providers (“subprocessors”) such as:

  • analytics / usability tools (e.g., Google Analytics)
  • insurance-eligibility & prior-auth services
  • email, SMS, secure-messaging, fax gateways, cloud hosting, and LLM providers

Some subprocessors may process PHI on our behalf. Analytics tools are configured to avoid PHI; where unavoidable, we use HIPAA-compliant handling or disable capture.

We review and update our subprocessor list periodically and will provide it on request. By using the Platform, you consent to these subprocessors and related PHI sharing.

5.4 Retention of Uploaded Content

Uploaded Content transmitted through the Platform – including Referral Documents and Records – may be retained by Expected Health for the purposes set forth in §4 and §7. Retained content is stored in encrypted form, access-controlled, and handled in accordance with our BAA and Privacy Policy. Patients and authorized users may access their own Uploaded Content via their account; clinics and providers may export Uploaded Content associated with their organization at any time prior to account termination.

6. Communications & Information Exchange

You consent to send and receive information via phone, text, email, fax, secure message, or ancillary-service APIs, or other integrated channels for purposes including (without limitation):

  • referrals and provider-to-provider coordination;

  • scheduling appointments, diagnostics, transportation, or home-health;

  • delivering or requesting records, results, imaging, documents;

  • patient intake (demographics, insurance, consents);

  • eligibility checks, prior authorizations, payer correspondence;

  • caregiver or legal-representative coordination;

  • appointment confirmations, reminders, rescheduling, cancellations;

  • analyzing user behavior (per § 5) to improve product quality.

You may not use the Platform to contact parties for unrelated or unauthorized purposes.

7. Data Access, Retention, & Use

Expected Health retains PHI and Uploaded Content as necessary to provide the Services, support continuity of care, fulfill audit and compliance obligations, and as required by law. Clinics, providers, and law firms may request export or deletion of records associated with their organization, subject to applicable legal-hold requirements and the terms of the BAA. Patients may request access to or deletion of their own records as described in the Privacy Policy.

7.1 Anonymized & Aggregated Data

Expected Health may collect and irreversibly de-identify data (including PHI per HIPAA standards) for academic research, statistical analysis, performance optimization, healthcare-system improvement, and commercial partnerships or product development. You grant Expected Health a perpetual, royalty-free, worldwide license to use such de-identified / aggregated data; we will not attempt re-identification except for internal validation or security testing.

8. Platform Availability & Modifications

We strive for high availability but do not guarantee uninterrupted access. Maintenance or outages may occur. Features may change or be discontinued at any time; material changes will be communicated when feasible.

9. Intellectual Property

All software, content, and branding are owned by Expected Health or its licensors. You may not reproduce, modify, or reverse-engineer any part of the Platform without written consent.

10. Feedback & Suggestions

You grant Expected Health a non-exclusive, perpetual, royalty-free license to use, modify, or incorporate any feedback you provide.

11. Appointment Requests, Fees, & Refunds

  1. Appointment Request Fee. Certain forms may require a non-refundable convenience fee (“Appointment Request Fee”) for using our technology to submit an appointment request. This fee does not cover any medical or imaging service; all clinical fees are arranged directly between you and the chosen Practitioner (and, if applicable, your insurer).

  2. No Guarantee of Acceptance. Submitting an appointment request and/or paying the Appointment Request Fee does not guarantee that any Practitioner will accept your request, respond within a particular timeframe, or schedule an appointment. Acceptance is solely at the Practitioner’s discretion. Expected Health is not liable for any refusal, delay, or failure by a Practitioner to act on your request.

  3. Refund Policy. You may request a refund of the Appointment Request Fee within 14 calendar days of submission and before the request is accepted by a Practitioner. Email [email protected] with your name, request date, and reason. Approved refunds will be processed within 14 business days. No refunds are granted after a Practitioner accepts the request or after the 14-day window. Expected Health may decline refunds for suspected fraud or abuse.

  4. Payment Processing. Payments are handled by third-party processors. By paying through the Platform you agree to their terms and fees. Expected Health disclaims all liability arising from third-party payment services. All transactions are denominated in U.S. dollars, and you are responsible for any taxes, surcharges, or carrier data fees.

  5. Pricing Notice. Expected Health makes no representation that any price you pay (including our Convenience Charge) is the lowest or most competitive available. You may be able to obtain the same service at lower cost through insurance or other programs.

  6. Fees for record-retrieval services on behalf of legal representatives are governed by the Records-Retrieval Addendum

12. Disclaimers & Limitation of Liability

  • No Medical Advice. The Platform—including any AI-generated insights—is informational only and not a substitute for professional medical judgment.
  • “As Is / As Available.” All warranties are disclaimed.
  • Limitation. To the fullest extent permitted, Expected Health is not liable for indirect, incidental, special, or consequential damages. Outputs generated by automated or AI systems may be incomplete or contain errors; verify all critical information.

If you believe you are experiencing a medical emergency, call 911 or your local emergency services immediately. Do not rely on the Platform for emergency medical needs.

12A. Independent Practitioners

Your use of the Platform does not create a patient-provider relationship with Expected Health.

Expected Health is not a healthcare provider. All clinics, imaging centers, laboratories, and individual practitioners (“Practitioners”) accessible via the Platform are independent professionals who are solely responsible for the services they provide to you. Expected Health does not practice medicine, nursing, or any other licensed profession, and does not interfere with any Practitioner’s professional judgment, licensure, or compliance obligations.

Expected Health is not liable for any accidents, injuries, damages, or malpractice that occur before, during, or after any appointment. You assume all risks associated with a Practitioner’s facilities, equipment, staff, and services. Practitioners may require you to sign additional agreements or consent forms before rendering services.

Listing, displaying, or allowing a Practitioner to “claim” a Clinic Profile does not constitute an endorsement of that Practitioner’s credentials, quality, or pricing. You are responsible for verifying any information and for all decisions made in reliance on Practitioner content or communications.

13. Aggregate Liability Cap

Expected Health’s total cumulative liability will not exceed the greater of (a) US $100 or (b) the fees you paid in the 12 months preceding the event giving rise to the claim.

14. Indemnification

You will indemnify and hold harmless Expected Health and its officers, directors, employees, contractors, and agents from any claim or expense arising out of:

  • your use or misuse of the Platform;

  • your breach of these Terms or HIPAA;

  • acts or omissions of third-party services you connect to or instruct us to use.

15. Termination

You may terminate at any time by written notice. We may suspend or terminate if you breach these Terms / BAA / law or pose a security, legal, or reputational risk. Data handling post-termination follows HIPAA and applicable law.

Following termination, Expected Health will retain, return, or destroy Uploaded Content in accordance with the BAA and applicable law. Retained content remains subject to the confidentiality, security, and use limitations of these Terms and the BAA.

16. Modifications to Terms

We may update these Terms periodically. Material changes will be communicated via email or the Platform. Continued use after changes take effect constitutes acceptance.

17. User Content & License

Users may upload files, messages, images, or other materials (“User Content”). Uploaded Content (as defined in §1) is a subset of User Content and is also subject to this license.

You grant Expected Health a worldwide, non-exclusive, royalty-free, sublicensable license to host, reproduce, adapt, display, create derivative works from, and otherwise use User Content for:

  1. providing the Platform;
  2. developing new or enhanced features; and
  3. research, analytics, or commercial purposes—subject to privacy laws and §7.

Expected Health may retain User Content as described in §7. The license granted in this section persists for the duration of retention and survives account termination only to the extent necessary for legal compliance, audit, security, and de-identified-data use under §7.1.

You represent that you have all rights necessary to grant this license.

18. Beta Features

Features labeled “beta,” “preview,” or similar are experimental, may change or be discontinued without notice, and are provided “as is” with no service-level commitments.

18A. Clinic & Provider Profile Pages

  1. Creation and Claiming
    Expected Health may create public profile pages for clinics, imaging centers, or other healthcare facilities using data from public or proprietary sources (“Clinic Profiles”). Authorized representatives (“Claiming User”) may claim a Clinic Profile by following our verification process.

  2. Authority and Accuracy
     By claiming or updating a Clinic Profile you represent and warrant that:

    • (a) you are an authorized agent of the clinic or facility;
    • (b) all information you submit (logos, hours, phone numbers, prices, marketing text, etc.) is truthful, accurate, and non-misleading; and
    • (c) you will promptly update any information that becomes inaccurate.

  3. License to Expected Health
     You grant Expected Health a worldwide, royalty-free, sublicensable license to host, reproduce, publicly display, distribute, and adapt any content you add to a Clinic Profile for the purposes of operating, marketing, or improving the Platform. You retain whatever ownership rights you had in that content.

  4. Public Display and Use
    Clinic Profile information (including user-supplied updates) may be publicly searchable on the Internet and may be syndicated to third-party services, maps, or directories. Expected Health is not responsible for third-party use of publicly displayed information.

  5. Moderation Rights
    Expected Health reserves the right, in its sole discretion, to edit, refuse, or remove any Clinic Profile content that it believes:

    • violates these Terms, applicable law, or third-party rights;
    • is false or misleading;
    • contains PHI or other sensitive data inappropriate for public display; or
    • is otherwise detrimental to Platform integrity.

  6. No Endorsement; Disclaimer
    Listing, claiming, or updating a Clinic Profile does not constitute an endorsement by Expected Health of any clinic’s services, pricing, or quality of care. Clinics are solely responsible for the accuracy and legality of their posted information. Expected Health disclaims all liability arising from reliance on Clinic Profile content.

19. Third-Party Content & Links

The Platform may display or link to third-party content or services. Expected Health does not endorse and is not responsible for such content or services.

20. No Personal Liability; Third-Party Beneficiaries

All claims must be brought solely against Expected Health Inc.—not against any individual officer, director, employee, advisor, or contractor (“Protected Persons”). The limitations of liability and indemnities herein insure to the benefit of all Protected Persons as third-party beneficiaries.

21. User Representations, Warranties, & Security Obligations

You represent, warrant, and covenant that:

  • Accuracy & Lawfulness — all information you submit is truthful, accurate, and lawful;
  • No Malicious Code — you will not upload viruses, malware, or harmful code;
  • No Circumvention — you will not defeat any security or access-control mechanism;
  • Regulatory Compliance — you will comply with all applicable laws and standards;
  • Cooperation — you will cooperate with reasonable security or compliance inquiries.

Violation is a material breach and grounds for immediate suspension or termination.

22. Injunctive Relief

Your breach of § 4, § 9, or § 21 may cause irreparable harm. Expected Health may seek injunctive or equitable relief (in addition to any other remedies) without posting bond.

23. Survival

Sections 5, 7, 8, 9, 10, 12–14, 17–23, 24–34 (and any other provision that by its nature should survive) remain in effect after termination or expiration.

24. Notices

Legal notices must be in writing. Expected Health may notify you by email to your address on file or certified mail to your last-known business address. Send notices to:

Expected Health, Inc. — Attn: Legal
5900 Balcones Dr STE 100, Austin, TX 78731
[email protected]

25. Export Control & Sanctions

You are not located in, under control of, or a national/resident of any country or territory subject to U.S. sanctions, and you are not on any U.S. Government denied-party list. You may not use, export, or re-export the Platform except as authorized by U.S. law.

26. No Partnership / Agency

These Terms do not create any partnership, joint venture, employment, or agency relationship. You have no authority to bind Expected Health.

27. Copyright Complaints (DMCA)

Expected Health responds to DMCA notices under 17 U.S.C. § 512. Send notices to the address in § 24 or [email protected] with the required information.

28. International Users

The Platform is intended for use within the United States. Users outside the U.S. are responsible for compliance with their local laws and must not use the Platform where prohibited.

29. Force Majeure

Expected Health is not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, Internet outages, cyber-attacks, governmental actions, or pandemics.

30. Dispute Resolution; Arbitration; Class-Action Waiver

Any dispute arising under these Terms (“Dispute”) will be resolved by binding arbitration in Travis County, Texas, under the AAA Commercial Rules; judgment may be entered in any court of competent jurisdiction. Either party may seek injunctive relief in state or federal court in Travis County to protect intellectual-property or confidentiality rights. Each party waives the right to a jury trial or to participate in a class or representative action.

31. Assignment

Expected Health may assign or transfer these Terms without consent as part of a merger, acquisition, or corporate reorganization. You may not assign these Terms without our prior written consent.

32. Entire Agreement; Severability

These Terms, the BAA, and the Privacy Policy constitute the entire agreement between you and Expected Health. If any provision is unenforceable, the remaining provisions remain in full force.

33. Governing Law

These Terms are governed by the laws of the State of Texas, without regard to conflict-of-law rules.

34. Contact Information

Expected Health, Inc.
5900 Balcones Dr STE 100
Austin, TX 78731
[email protected]

End of Terms of Service

Records-Retrieval Addendum (Law Firms)

Version 1.0 • Effective June 23 2025
 Incorporated by reference into the Expected Health Terms of Service (“Main ToS”). Capitalized terms inherit the meanings in the Main ToS.

1. Purpose & Applicability

This Addendum governs law firms and their authorized staff (“Firm”) that use the Platform to request or retrieve medical, imaging, or billing records (“Records”) on behalf of a client/patient.

2. Authority & Patient Authorization

The Firm represents and warrants that it:

  • has a valid HIPAA-compliant authorization, subpoena, court order, or other lawful basis to obtain the requested Records;

  • is the legal agent of the patient or patient estate; and

  • will provide documentation to Expected Health or the relevant Practitioner upon request.

The authorization, subpoena, court order, or other lawful basis specifically permits, or under applicable law allows, transmission and retention of the Records by third-party service providers, including Expected Health.

3. Fees & Payment

  1. Retrieval Fee. Each Records request incurs a non-refundable Retrieval Fee displayed at checkout.

  2. Third-Party Charges. Clinics or copy services may charge additional statutory fees for record production. The Firm is solely responsible for such charges.

  3. Payment Processing. Fees are processed via third-party processors pursuant to § 11 of the Main ToS.

  4. Refunds. Refund eligibility follows the refund policy in § 11 of the Main ToS.

4. Compliance & Privacy

  • The Firm will handle all Records in compliance with HIPAA, state privacy laws, and applicable court rules.

  • Expected Health transmits Records in encrypted form and logs access for audit.

  • Expected Health does not alter or verify the completeness or authenticity of Records supplied by a Practitioner.

  • Expected Health is entitled to reasonably rely on the Firm’s representations regarding the scope and validity of any authorization, subpoena, or court order. Expected Health has no independent obligation to validate, verify, or interpret such documents.

5. Use of Records

Records are provided solely for the Firm’s litigation or legal-support purpose and may not be resold, published, or reused for commercial marketing.

Records retrieved through the Platform may be retained by Expected Health to support audit, security, account-level history, and fulfillment of authorized future requests. Firms may request deletion of Records associated with a closed matter, subject to applicable legal-hold requirements; Expected Health will honor such requests within a reasonable period.

6. Indemnification

In addition to § 14 of the Main ToS, the Firm will indemnify and hold harmless Expected Health and Protected Persons against any claim arising from:

  • misuse of Records; or

  • failure to obtain a valid authorization, or use of an authorization that does not legally permit the requested transmission, retention, or use of Records by Expected Health; or

  • the Firm’s violation of privacy, court, or discovery rules.

7. Termination

Expected Health may suspend or terminate the Firm’s access to records-retrieval features for non-payment, suspected misuse, or legal non-compliance, without affecting other Platform functionality.

8. Incorporation & Conflict

This Addendum forms part of the Main ToS. If a direct conflict exists, this Addendum controls only for records-retrieval workflows; otherwise, the Main ToS governs.

End of Records-Retrieval Addendum