Terms of Service

1. Agreement to Terms

These Terms of Service constitute a legally binding agreement between you (the patient or parent/guardian of a patient) and OnLark, LLC ("OnLark," "we," "us," or "our"), a Delaware limited liability company, concerning your access to and use of the OnLark platform and services.

By creating an account or using our Services, you agree to be bound by these Terms. If you do not agree, do not use the Services.

This Agreement also incorporates our Privacy Policy, which describes how we handle your Protected Health Information (PHI) in compliance with HIPAA.

2. What OnLark Provides

OnLark is a technology platform that helps you find and connect with licensed speech-language pathologists (SLPs). We provide:

• SLP directory and matching services to help you find the right therapist
• Scheduling and calendar management tools
• HIPAA-compliant video platform for telehealth sessions
• Secure messaging to communicate with your SLP
• Insurance verification and claims processing
• Payment processing for copays and self-pay services

3. Your Account

3.1 Creating an Account

You must create an account to use our Services. You agree to:

• Provide accurate and complete information (name, date of birth, contact information, insurance details)
• Keep your information up to date
• Protect your password and not share your account with others
• Notify us immediately at security@onlark.com if you suspect unauthorized access

3.2 Age Requirements

You must be at least 18 years old to create an account. If you are creating an account for a minor (child under 18) receiving speech therapy, you must be the parent or legal guardian and consent to treatment on their behalf.

4. Finding and Working with an SLP

4.1 Choosing Your SLP

You have the right to choose which SLP you work with. Our platform provides information about SLPs including their credentials, specialties, availability, and rates to help you make an informed choice. All SLPs on our platform are:

• Licensed in your state
• Background checked
• Carrying professional malpractice insurance
• Independent contractors (not OnLark employees)

4.2 The Provider-Patient Relationship

When you book a session with an SLP, you establish a direct provider-patient relationship with that SLP. The SLP is responsible for:

• All clinical care decisions
• Treatment plans and therapy goals
• Clinical documentation and progress notes
• Professional conduct and quality of care

OnLark does not direct, supervise, or control the clinical care provided by SLPs. If you have concerns about your care, you should discuss them directly with your SLP.

5. Appointments and Scheduling

5.1 Scheduling Sessions

• You can schedule sessions through the platform based on your SLP's availability
• You will receive confirmation and reminder notifications via email and/or SMS
• Your SLP sets their own availability and scheduling policies

5.2 Cancellations and No-Shows

• Cancellations must be made at least 24 hours in advance through the platform
• Late cancellations (less than 24 hours notice) may result in a cancellation fee set by your SLP
• No-shows (missing a session without notice) may result in charges per your SLP's policy
• Repeated no-shows or late cancellations may result in your SLP declining to continue services

5.3 Attending Sessions

For telehealth sessions, you are responsible for:

• Having a reliable internet connection and compatible device
• Being in a private, quiet location
• Arriving on time (late arrivals may result in shortened sessions)
• Not recording sessions without your SLP's written consent

6. Insurance and Payment

6.1 Insurance Verification

OnLark provides insurance eligibility verification as a courtesy to help you understand your benefits. However:

• Verification is not a guarantee of coverage or payment
• Your insurance company makes the final determination on coverage
• Benefits can change, and prior authorization may be required
• You are responsible for understanding your own insurance benefits

6.2 Your Financial Responsibility

You are responsible for paying:

• Copayments (due at time of service)
• Deductibles (until your annual deductible is met)
• Coinsurance (your percentage of the allowed amount)
• Non-covered services (if your insurance denies the claim)
• Out-of-network charges (if your SLP is not in your network)
• Cancellation or no-show fees

6.3 Payment Methods

• You must keep a valid payment method on file (credit card, debit card, or bank account)
• Copays and self-pay charges are processed automatically after each session
• If your insurance denies a claim, you will be billed for the full amount
• Unpaid balances may result in suspension of services and collection efforts

6.4 Billing Disputes

If you have questions about a charge, contact us at billing@onlark.com within 30 days. We will investigate and respond within 15 business days.

7. Clinical Care and Medical Emergencies

7.1 SLP Clinical Decisions

All clinical decisions—including diagnosis, treatment plans, therapy techniques, and frequency of sessions—are made by your licensed SLP based on their independent professional judgment. OnLark does not:

• Provide medical advice or clinical recommendations
• Supervise or control SLP clinical decisions
• Guarantee treatment outcomes or results
• Practice speech-language pathology

7.2 No Guarantee of Outcomes

We cannot and do not guarantee specific treatment outcomes or therapy results. Outcomes depend on many factors including: clinical diagnosis, therapy adherence, individual patient factors, and time. Questions about your progress should be directed to your SLP.

7.3 If You Have Concerns

If you have concerns about your clinical care:

• First, discuss them directly with your SLP
• If unresolved, contact support@onlark.com and we will help facilitate communication
• For serious concerns about professional conduct, you may file a complaint with your state licensing board

8. Your Privacy and Health Information

OnLark is committed to protecting your Protected Health Information (PHI) in compliance with HIPAA. We are a HIPAA Business Associate and maintain strict security and privacy safeguards.

For complete details on how we collect, use, and protect your health information, please read our Privacy Policy.

Your HIPAA Rights Include:

• Right to access your medical records
• Right to request corrections to your records
• Right to know who has accessed your information
• Right to request restrictions on how your information is used
• Right to file a complaint if you believe your privacy has been violated

To exercise these rights, contact our Privacy Officer at privacy@onlark.com

9. Prohibited Conduct

You may not:

• Share your account credentials with others
• Impersonate another person
• Use the platform for any unlawful purpose
• Harass, threaten, or abuse SLPs or other users
• Submit fraudulent insurance information
• Record sessions without written consent from your SLP
• Interfere with platform security or operations
• Upload viruses, malware, or harmful code

Violation may result in immediate account termination and legal action.

10. Disclaimers

11. Limitation of Liability

12. Closing Your Account

You Can Cancel Anytime

You may close your account at any time by emailing support@onlark.com or using the account deletion feature in settings.

We May Suspend Your Account If:

• You violate these Terms
• You have unpaid balances
• You engage in fraudulent or abusive conduct
• We are required to do so by law

After Closing Your Account:

• You will lose access to the platform immediately
• You remain responsible for any outstanding charges
• We will retain your medical records for 7 years as required by law
• Some data may be retained for legal compliance and fraud prevention

13. Dispute Resolution

13.1 Try to Resolve Informally First

Before filing any legal claim, please contact us at legal@onlark.com to attempt informal resolution. Provide your name, contact information, description of the issue, and proposed solution. We will respond within 30 days.

13.2 Binding Arbitration

If we cannot resolve a dispute informally, it will be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. The arbitration will take place in Los Angeles County, California, or by videoconference.

13.3 No Class Actions

You and OnLark agree that disputes will be resolved individually, not as part of a class action or representative proceeding.

13.4 Opt-Out

You may opt out of arbitration by emailing legal@onlark.com within 30 days of accepting these Terms. Your notice must include your name, address, email, and a clear statement that you opt out of arbitration.

13.5 Small Claims Court

Either party may bring an individual action in small claims court instead of arbitration for claims within the court's jurisdiction.

14. General Terms

14.1 Changes to These Terms

We may update these Terms at any time. Material changes will be communicated via email at least 30 days before taking effect. Your continued use after changes means you accept the new Terms.

14.2 Governing Law

These Terms are governed by the laws of the State of California.

14.3 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and OnLark regarding use of the Services.

15. Contact Us