Fluent Wellness

These Service Terms describe how the Fluent Wellness services operate day to day and the operational rules that apply when you use them. They supplement, and are part of, your Customer Agreement with Fluent Wellness, LLC ("Fluent", "we", "us", or "our"). Capitalized terms not defined here have the meaning given in the Customer Agreement. If these Service Terms conflict with the Customer Agreement, the Customer Agreement controls unless a specific Service Term expressly states otherwise.

Reminder: Fluent is a wellness and informational service, not a medical service. Nothing in the Services is medical advice, diagnosis, or treatment. See Section 3 of the Customer Agreement. In an emergency, call 911 or your local emergency number.

1. Scope

These Service Terms apply to the Fluent Wellness web application, the Fluent Wellness iPhone application, the Fluent Wellness website, and every feature offered through them (together, the "Services"), and to every person who uses them. Features differ by platform and by plan, and not every feature described here is available to every account at all times.

2. Accounts, Sign-In, and Identity

Identity provider. Sign-in and account security are handled by a third-party identity provider on our behalf. Depending on what we offer, you may sign in with an email address and password, or with a third-party account such as Apple or Google. Those third-party sign-in options are subject to the third party's terms and privacy policies.
Email verification. We may require a verified email address before you can use the Services. Until verification is complete, access may be limited.
One person, one account. Each account is for one adult individual. Shared accounts, accounts created for others, and accounts that store more than one person's health information are not permitted.
Sessions and devices. You are responsible for the devices you use to access the Services. Sign out on shared devices. The iPhone app stores only your sign-in credentials on the device, in the iOS Keychain; it does not store your health information on the device.
Contact details. Keep the email address on your account current. We use it for account notices, security alerts, billing notices, and legal notices.

3. Plans, Entitlements, and Feature Availability

What a plan includes. The features, allowances, and limits included in each plan are described in the Services at the time you subscribe and may change as described in the Customer Agreement. Some features, such as uploading and storing lab reports, are available only on certain plans.
Server-side enforcement. Which features your account can use is determined by the plan and entitlements recorded on our systems, which are authoritative. Anything displayed in the app about your plan is for convenience only.
Changing plans. Upgrades take effect promptly after payment. Downgrades and cancellations take effect at the end of the current billing period. When your plan no longer includes a feature, related content you created may become read-only or inaccessible; where practicable we will keep your stored content so that it becomes available again if you upgrade.
Regional availability. Certain features may be unavailable in some locations or on some platforms.

4. Usage Allowances and Fair Use

AI allowances. AI features consume computing resources that we meter. Each plan includes an allowance for each billing period and a shorter rolling allowance that limits bursts of very heavy use. When an allowance is exhausted, AI features pause until the allowance resets or you move to a plan with a higher allowance. Current allowances and your remaining usage are shown in the Services.
Uploads and storage. Uploads are limited by file type and size (see Section 5). We may set reasonable limits on the number of documents, results, goals, and conversations stored per account and on total storage.
Rate limits. We apply rate limits to protect the Services. Requests that exceed them may be delayed or rejected.
Automated use. The Services are for people, not programs. Bots, scripts, scrapers, and other automated access are prohibited unless we expressly provide an interface for that purpose.
Fair use. We may throttle, suspend, or restrict activity that we reasonably believe is abusive, automated, fraudulent, or that threatens the security, stability, or performance of the Services or the experience of other users.

5. Uploaded Documents and Lab Reports

What you can upload. You may upload lab reports and similar health documents as PDF, JPG, or PNG files, subject to size limits stated in the Services. Photos are resized automatically to fit. Files that are unsupported, too large, corrupted, password-protected, or unreadable may be rejected or fail processing.
What we do with them. When you upload a document, we store your original file and automatically create a structured, machine-readable version of its contents using AI, including a plain-language transcription and, where possible, individual values, units, dates, and provider details. Structured versions may take time to generate and may fail; you can retry a failed upload.
Accuracy. Automated transcription and extraction can be wrong. We do not verify structured versions against your original. Compare important values against the original document or your provider before relying on them.
Your responsibilities. You must have the right to upload every document you submit. Do not upload documents that belong to another person unless that person has authorized you to do so, and do not upload documents you are prohibited from sharing.
Viewing and downloading. You can preview your original files in the Services. In the iPhone app, a file downloaded for preview is kept only temporarily and is removed when the preview closes.
Deleting. You can delete an uploaded document at any time. Deleting removes both the original file and its structured version from active systems; residual copies in backups are removed on our normal backup cycle. Deleting a document also removes it from the context used to personalize your insights and chats going forward.

6. Lab Results and Trends

Results from imports. The Services may store individual lab results as structured records, for example results you import from Apple Health, with the test name, value, unit, reference range, collection date, and issuing provider or laboratory as reported by the source.
Range status and trends. Where a reference range is available, the Services may show whether a value falls within it and chart your readings over time. Reference ranges come from the source and vary by laboratory, method, age, sex, and other factors. A value outside a range is not a diagnosis, and a value inside a range does not mean nothing is wrong. Discuss results with your provider.
Removing results. You can remove imported results at any time from the Services. Removal deletes the structured records from active systems; it does not change the source records held by your provider or in Apple Health.

7. Apple Health Imports (iPhone app)

Opt-in only. Importing from Apple Health happens only when you tap "Import from Apple Health" in the iPhone app. The app never reads from the Health app in the background.
Per-type permission. Apple asks you to approve each data type separately. You can change or revoke access at any time in the Health app. If access is declined or revoked, the related import is unavailable and nothing else about your account changes.
What is read. From HealthKit: date of birth, biological sex, height, and weight. From Health Records, where your providers share clinical records with the Health app: lab results with their values, units, reference ranges, dates, and provider names. We request only these types.
Read-only. Fluent never writes to the Health app.
Review before saving. Imported values are shown to you first. Only what you confirm is saved to your Fluent account, on our servers, where it is treated like other health information you share. Nothing read from the Health app is cached, logged, or stored on your device, and nothing is stored in iCloud by Fluent.
Accuracy. Health app data is only as accurate as its source. Fluent does not validate it.

8. AI Features

What they do. AI features include chat with your health guide, the My Health insight cards, goal drafting, and document transcription. They generate content based on the information you have shared with the Services and general knowledge, and they are designed to stay within health, wellness, nutrition, fitness, sleep, labs, medications, supplements, and closely related topics.
Limits of AI. AI output can be incomplete, inaccurate, out of date, or inconsistent between requests, and may not reflect your full picture. It is informational only. Verify anything important with a qualified professional before acting on it.
Personalization. To personalize output, the Services include relevant parts of your profile, goals, lab content, and conversation history in each request. The more you share, the more specific the output can be; the less you share, the more general it will be.
Conversation history. Chats are saved to your account so you can return to them. Long conversations may be trimmed to a maximum number of recent messages when generating a reply. You can delete conversations at any time.
Refusals and moderation. The Services may decline to respond to requests that are outside their scope, that appear to seek diagnosis or treatment decisions, or that would violate the Customer Agreement, and may instead direct you to a professional.
Sources of guidance. AI features may recommend tests from the lab catalog, general lifestyle changes, or questions to raise with your provider. These are suggestions, not instructions.

9. My Health, Goals, and Insights

Generated content. My Health cards, suggestions, and similar summaries are generated automatically from what you have shared and are refreshed when your information changes or on request. They are not a score, a grade, a risk assessment, or a diagnosis.
Goals. Goals capture things you have decided to change. You can create them yourself or save them from a chat or an insight, add notes, and mark them achieved or archived. Goals and notes are your content.
Recent activity. The Services keep a simple log of your own activity, such as uploads and profile updates, to show you what has changed.

10. Lab Test Catalog

Third-party catalog. The Services may show a catalog of laboratory tests offered by a third-party testing provider, including names, descriptions, categories, and indicative prices sourced from that provider.
Purchases are not made through Fluent. Each catalog entry links to the provider's own website. Any purchase, sample collection, testing, and delivery of results is performed by the provider under its own terms, privacy policy, pricing, and availability. Fluent is not a party to the transaction, does not receive your order, and cannot assist with it.
Indicative information. Prices, availability, and descriptions may be outdated or vary by location, and some tests require physician authorization or are restricted in certain states. The provider's website controls.
Not a recommendation of necessity. The catalog, and any suggestion by the Services that a test may be relevant, is informational and is not a determination that a test is medically necessary or appropriate for you.

11. Specialists and Practitioner Connections

The Services may, now or in the future, help you find or connect with independent practitioners or specialists. Any such feature is offered as a convenience. Practitioners are independent third parties who are solely responsible for their own services, credentials, availability, fees, and compliance with law. Fluent does not provide, supervise, or guarantee any practitioner's services, and any engagement is directly between you and the practitioner under the practitioner's own terms.

12. Subscriptions and Billing Operations

Web subscriptions. Subscriptions purchased on the web are billed through our third-party payment processor. You can view invoices, update your payment method, change plans, and cancel through the billing portal in your account settings. We do not store full payment card numbers.
App Store subscriptions. Subscriptions purchased in the iPhone app are billed by Apple to your Apple ID. You manage, change, and cancel them in your Apple ID subscription settings, and refund requests are made to Apple under Apple's policies. Fluent cannot modify or refund an App Store subscription directly.
Renewal timing. Subscriptions renew automatically at the end of each billing period at the then-current price until cancelled. Cancellation stops future charges and takes effect at the end of the current period; you keep paid features until then.
Trials and promotions. Where offered, a free trial or promotional price converts to the standard price at the end of the trial or promotional period unless cancelled before then. Trial eligibility may be limited to one per person.
Price changes. We will notify you at least 30 days before a price increase applies to your next renewal.
Failed payments. If a renewal payment fails, we may retry it and may downgrade or suspend paid features until payment succeeds. If payment is not received within a reasonable period, the subscription is cancelled.
Proration. Unless stated otherwise at the time of the change, plan changes on the web are prorated by our payment processor, and plan changes in the App Store are handled under Apple's rules.
Taxes. Applicable taxes may be added at checkout and are your responsibility.
Refunds. Fees are non-refundable except as required by law or as expressly stated at the time of purchase. See Section 9 of the Customer Agreement.

13. Availability, Maintenance, and Support

Availability. We work to keep the Services available and reliable, but we do not guarantee any particular level of uptime, and the Services may be unavailable from time to time because of maintenance, updates, capacity, or factors outside our control, including failures of third-party services we depend on.
Maintenance. We may perform maintenance with or without notice. Where practicable we schedule disruptive maintenance during low-usage periods.
Support. We provide support by email at support@fluentwellness.com on a reasonable-efforts basis. Response times vary and may differ by plan. Support covers use of the Services; it does not include medical, clinical, legal, or financial advice, and we cannot interpret your results for you.
Changes. We continually improve the Services and may add, modify, or discontinue features at any time. Where a change materially reduces core paid functionality you rely on, we will use reasonable efforts to provide notice.

14. Security Practices and Your Responsibilities

What we do. Your content is encrypted in transit and at rest, stored in per-user isolated records, and accessible only through your authenticated account. Production access is restricted to authorized personnel and limited to what is needed to operate and support the Services. We use reputable cloud infrastructure with independent security certifications. Details are in the Privacy Policy.
What you do. Use a strong, unique password or a passkey; keep your devices updated and locked; do not share your account; sign out on shared devices; and review the permissions you grant to the Services on your device. Tell us at support@fluentwellness.com right away if you suspect unauthorized access.
No system is perfect. No method of transmission or storage is completely secure. We cannot guarantee absolute security, and you use the Services with that understanding.
Responsible disclosure. If you discover a security vulnerability, please report it to support@fluentwellness.com with "Security" in the subject line and give us a reasonable opportunity to address it before disclosing it publicly. Do not access, modify, or exfiltrate other users' data in the course of testing.

15. Data Export, Deletion, and Retention

Export. You can download your original uploaded documents from the Services. You may request a copy of your other information by contacting privacy@fluentwellness.com; we will provide it in a reasonable, commonly used format.
Deleting content. You can delete uploaded documents, imported results, goals, notes, and conversations, and clear profile fields, from within the Services at any time.
Deleting your account. You can delete your account from within the Services. Deletion permanently removes your account, uploaded documents, imported results, chats, goals, and profile from active systems. It cannot be undone. Deleting your account does not cancel an App Store subscription; cancel that separately in your Apple ID settings first.
Timing. Deleted content is removed from active systems promptly and from backups on our normal backup cycle, generally within 30 days. We may retain limited information where required by law, to resolve disputes, to enforce our agreements, or in de-identified form that cannot reasonably be linked to you, as described in the Privacy Policy.
Inactive accounts. We may delete accounts that have been inactive for an extended period after giving notice to the email address on file.

16. Suspension and Enforcement

We may suspend or restrict access to all or part of the Services, or remove content, if we reasonably believe doing so is necessary to protect the Services, other users, or third parties, to comply with law, or to address a violation of the Customer Agreement or these Service Terms. Where practicable we will tell you what happened and how to resolve it. Repeated or serious violations may result in termination as described in the Customer Agreement.

17. Beta, Preview, and Coming-Soon Features

Features labeled beta, preview, early access, experimental, or coming soon are offered for evaluation, may change or be withdrawn at any time, may not work as expected, and are provided without warranty as described in the Customer Agreement. Feedback you provide about them may be used without obligation to you.

18. Communications

Service messages. We send transactional and account messages, such as verification emails, security alerts, billing notices, and notices of changes to our terms. You cannot opt out of these while you have an account.
Product updates. We may send occasional product news. You can opt out of non-essential email using the link in the message or by contacting us.
Push notifications. If the iPhone app offers notifications, you control them in your device settings.
Website requests. If you ask us on our website to be notified about a launch, we use your email address only to send that notification and related follow-up, and you can ask us to remove it at any time.

19. Platform Requirements

Web. The web application supports current versions of major browsers. Older browsers may not work correctly.
iPhone. The iPhone app requires iOS 18 or later and an iPhone. Some features, such as Apple Health import, depend on device capabilities and on data your providers make available to the Health app, and are not available on every device or in every region.
Updates. We may require you to update the app or your browser to continue using the Services.

20. Changes to these Service Terms

We may update these Service Terms from time to time. Material changes will be communicated through the Services or by email and will take effect as described in the notice, or, if no date is given, 14 days after the notice. Your continued use after a change takes effect constitutes acceptance. The "last updated" date at the top of this page shows the most recent revision.

21. Contact

Questions about these Service Terms can be sent to support@fluentwellness.com. Legal notices should be sent as described in the Customer Agreement.