Introduction
Welcome to Elena. By accessing or using the Elena mobile application, website, or any related services (collectively, the "Service"), you agree to be bound by these Terms of Service ("Terms"). These Terms constitute a legally binding agreement between you and Elena AI, Inc. ("Elena," "we," "us," or "our").
If you do not agree to these Terms, you may not access or use the Service. Please read these Terms carefully before using Elena.
Service Description
Elena is an AI-powered healthcare navigation tool that helps users manage healthcare logistics. Our Service uses artificial intelligence to assist with tasks including, but not limited to:
- Scheduling and managing healthcare appointments
- Organizing and storing medical information and documents
- Estimating healthcare costs using publicly available pricing data
- Placing phone calls to healthcare providers, insurance companies, and pharmacies on your behalf
- Processing and analyzing uploaded medical documents, bills, and insurance paperwork
- Providing AI-powered navigation of healthcare administrative tasks
Not Medical Advice
Elena does not provide medical advice, diagnosis, treatment recommendations, or clinical decision-making of any kind. Elena is not a healthcare provider, and no information provided through the Service should be interpreted as medical guidance.
All information provided through Elena is for organizational, logistical, and informational purposes only. You should always consult with qualified healthcare professionals for any medical decisions, including decisions about treatment, medication, and care.
In the event of a medical emergency, call 911 or your local emergency services immediately. Do not rely on Elena for emergency medical assistance.
Account Registration and Security
To use Elena, you must create an account. By creating an account, you agree to the following:
- You must be at least 18 years of age to create an account and use the Service.
- You must provide accurate, current, and complete information during registration and keep your account information up to date.
- You are responsible for maintaining the security and confidentiality of your account credentials. You agree to notify us immediately of any unauthorized access to or use of your account.
- Each account is for a single individual. You may not share your account with others or create multiple accounts.
- You are responsible for all activity that occurs under your account.
Authorization to Act on Your Behalf
Certain features of Elena allow us to place phone calls and communicate with third parties on your behalf. By using these features, you acknowledge and agree to the following:
- You authorize Elena to place phone calls to healthcare providers, insurance companies, pharmacies, and other relevant parties on your behalf.
- You authorize Elena to communicate with these parties as your representative for the purpose of managing your healthcare logistics, including verifying insurance coverage, scheduling appointments, resolving billing questions, and similar administrative tasks.
- Elena will identify itself as an AI assistant acting on your behalf at the beginning of all calls.
- You are responsible for ensuring that you have the legal right to authorize such communications. If you are acting on behalf of another person (such as a dependent), you must have proper legal authority to do so.
- Elena does not guarantee the outcome of any call or communication. Results depend on the cooperation and policies of the third parties contacted.
Call Recording and Consent
Calls placed by Elena on your behalf may be recorded for quality assurance, record-keeping, and to provide you with call summaries. By using Elena's call features, you agree to the following:
- You consent to the recording of calls placed by Elena on your behalf.
- Elena will notify the other party at the beginning of each call that the call may be recorded.
- You acknowledge that certain U.S. states require the consent of all parties to a call before recording. These states include, but may not be limited to: California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Oregon, Pennsylvania, and Washington.
- You are responsible for understanding and ensuring compliance with call recording laws applicable in your jurisdiction and the jurisdiction of the party being called.
- If the other party does not consent to recording, Elena will continue the call without recording.
- Call recordings are treated as health data and are subject to the same protections described in our Privacy Policy.
Health Data and Consent
Elena collects and processes health-related data to provide the Service. By using Elena, you provide separate, affirmative consent for the collection, processing, and storage of your health data. This consent is provided in accordance with the Washington My Health My Data Act (RCW 19.373) and the Connecticut Data Privacy Act, where applicable.
Health data collected and processed by Elena includes, but is not limited to:
- Medical conditions and health history you provide
- Medications and prescriptions
- Insurance information and coverage details
- Appointment details and scheduling information
- Medical bills, explanation of benefits, and related financial documents
- Documents you upload, including lab results, imaging reports, and other medical records
- Information obtained during calls placed on your behalf
You may withdraw your consent to the collection and processing of health data at any time by contacting us at support@elena.health. Please note that withdrawing consent may limit or prevent your ability to use certain features of the Service.
For full details on how we collect, use, store, and protect your data, please review our Privacy Policy.
Artificial Intelligence Processing
Elena uses artificial intelligence systems, including large language models provided by Anthropic, to process your requests and deliver the Service. By using Elena, you acknowledge and agree to the following:
- Your data, including health data, may be transmitted to and processed by third-party AI systems in order to provide the Service.
- All third-party AI processors are bound by data processing agreements that restrict their use of your data to providing the Service. Your data is not used to train AI models.
- AI-generated responses may contain errors or inaccuracies. You should verify important information independently.
- AI-generated responses are not medical advice, legal advice, or financial advice.
User Responsibilities
You are responsible for:
- Providing accurate and truthful information to Elena, including personal details, insurance information, and health data
- Maintaining the confidentiality and security of your account credentials
- Ensuring that any information or documents you upload belong to you or that you have permission to share them
- Reviewing and verifying information provided by Elena before making healthcare or financial decisions
- Using the Service in compliance with all applicable laws and regulations
- Not using the Service for any unlawful, fraudulent, or harmful purpose
- Not attempting to reverse-engineer, modify, or interfere with the operation of the Service
Uploaded Documents
Elena allows you to upload documents such as medical bills, insurance cards, explanation of benefits, lab results, and other healthcare-related files. By uploading documents to Elena, you agree to the following:
- You retain ownership of all documents you upload.
- You grant Elena a non-exclusive, limited license to process, store, analyze, and use your uploaded documents solely for the purpose of providing the Service to you.
- You are responsible for ensuring that you have the legal right to upload any documents you provide. Do not upload documents belonging to others without proper authorization.
- If you delete your account, your uploaded documents will be deleted in accordance with our Privacy Policy.
Subscriptions and Payment
Some features of Elena may require a paid subscription. Pricing, billing terms, and included features will be presented within the app before any purchase.
Subscriptions automatically renew at the end of each billing cycle unless canceled through your account settings or app store subscription management. You are responsible for managing your subscription and canceling before the renewal date if you wish to avoid being charged for the next billing period.
Refund requests are handled in accordance with the policies of the applicable app store (Apple App Store or Google Play Store).
Limitation of Liability
The Service is provided on an "as-is" and "as-available" basis, without warranties of any kind, whether express or implied. To the fullest extent permitted by applicable law, Elena AI, Inc. and its officers, directors, employees, and agents disclaim all warranties, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
To the fullest extent permitted by law, Elena AI, Inc. shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of the Service. This includes, but is not limited to, liability for:
- Medical decisions made by users based on information provided by Elena
- Errors, inaccuracies, or omissions in AI-generated information, cost estimates, or recommendations
- The outcome of any phone call or communication placed by Elena on your behalf
- Inaccuracies in insurance coverage verification or eligibility information
- Differences between cost estimates provided by Elena and actual billed amounts
- Errors in provider pricing, availability, or network status
- Service interruptions, data loss, or technical errors
In no event shall Elena AI, Inc.'s total aggregate liability exceed the amount you paid to Elena in the twelve (12) months preceding the event giving rise to the claim.
HIPAA Disclosure
Elena AI, Inc. is not a HIPAA-covered entity and is not a business associate as defined under the Health Insurance Portability and Accountability Act of 1996 (HIPAA). Elena does not provide healthcare treatment, payment processing for healthcare services, or healthcare operations as defined by HIPAA.
While Elena voluntarily implements security practices aligned with industry standards, including encryption and access controls, this does not create any HIPAA obligations or establish a HIPAA-covered relationship between Elena and its users.
For details on how we protect your data, please review our Privacy Policy.
Termination
We may suspend or terminate your account at any time if you violate these Terms, misuse the Service, or engage in conduct that we reasonably believe is harmful to Elena, other users, or third parties.
You may delete your account at any time through the app or by contacting us at support@elena.health. Upon account deletion, your data will be handled in accordance with our Privacy Policy.
Governing Law
These Terms shall be governed by and construed in accordance with the laws of the State of New York, without regard to its conflict of laws provisions. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the state and federal courts located in the State of New York.
Nothing in these Terms shall be construed to limit any rights or remedies available to you under applicable state law, including the private right of action under the Washington My Health My Data Act (RCW 19.373) or similar state consumer health data protection statutes.
Changes to Terms
We may update these Terms periodically. When we make material changes, we will notify you through the app or by email. The "Last Updated" date at the top of this page will be revised accordingly.
Your continued use of Elena after the effective date of any changes constitutes your acceptance of the updated Terms. If you do not agree to the revised Terms, you must stop using the Service and delete your account.
Contact
If you have any questions about these Terms, please contact us at:
Elena AI, Inc.
Email: support@elena.health