Important Notice: Binding Arbitration and Class Action Waiver

PLEASE READ THIS SECTION CAREFULLY: You agree that disputes between you and Serent.ai will be resolved by binding, individual arbitration unless you opt out in accordance with the dispute resolution process described in Section 18 below. Unless you opt out of arbitration, you are waiving your right to a trial by jury or to participate as a plaintiff or class member in any purported class action or representative proceeding. If you wish to opt out of arbitration, follow the opt-out procedure specified in Section 18.

Definitions

For purposes of these Terms of Service, the following definitions apply:

• “Serent.ai,” “Company,” “we,” “us,” or “our” refers to Serent.ai and its subsidiaries and affiliates
• “Customer,” “you,” “your” refers to the healthcare provider, business entity, or individual accessing our Services
• “Services” refers to Serent.ai’s multi-agentic healthcare RCM platform, website, mobile applications, software, APIs, and all related online services
• “Content” means all material, data, information, software, text, images, and other forms of data or communication
• “Your Content” refers to content that you submit, upload, publish, or otherwise make available through the Services
• “Protected Health Information” or “PHI” has the meaning set forth in 45 C.F.R. § 160.103
• “Customer Agreement” refers to separate service agreements, Business Associate Agreements (BAAs), or other contracts between Serent.ai and healthcare provider customers
• “User” means any individual or entity that accesses or uses the Services

1. Acceptance of Terms

1.1 Agreement Formation

These Terms of Service (“Terms”) govern your access to and use of Serent.ai’s multi-agentic healthcare Revenue Cycle Management platform, website, and related services. By clicking “I Accept,” “I Agree,” accessing, or using the Services, you confirm that you have read, understood, and agree to be bound by these Terms.

1.2 Authority to Accept

By accepting these Terms, you represent that you have the legal authority to accept these Terms on behalf of yourself and any entity you represent in connection with your use of the Services. If you do not agree to these Terms, you are not authorized to use the Services.

1.3 Relationship to Customer Agreements

These Terms, along with any applicable Customer Agreements and Business Associate Agreements, form a binding legal agreement. In the event of a conflict between these Terms and a Customer Agreement, the Customer Agreement prevails for healthcare provider customers.

2. Eligibility and Registration

2.1 Age and Capacity Requirements

You must be at least 18 years old and have the legal capacity to enter into binding contracts. Our Services are designed exclusively for healthcare providers and business operations, not for personal, family, or household purposes.

2.2 Business Eligibility

You represent and warrant that you are not:

• A Specially Designated National or other U.S. Department of Treasury denied party
• Excluded from federal health care programs or other government programs
• Prohibited from using the Services under any U.S. or foreign export law
• Engaged in activities that compete directly with our business

2.3 Account Registration

When registering for an account, you agree to:

• Provide accurate, complete, and current information
• Maintain the security of your passwords and login credentials
• Promptly update your contact information to ensure we can reach you
• Accept full responsibility for all activities under your account
• Not create accounts on behalf of others without proper authorization

3. Description of Services

3.1 Multi-Agentic Healthcare RCM Platform

Serent.ai provides artificial intelligence-powered healthcare Revenue Cycle Management services, including:

• Automated claims processing and management
• Prior authorization automation
• Insurance verification and eligibility checking
• Payment posting and reconciliation
• Denial management and appeals
• Patient communication and scheduling assistance
• Healthcare document processing and data extraction
• Analytics and reporting capabilities

3.2 Healthcare-Specific Features

Our Services are specifically designed for healthcare providers and include:

• HIPAA-compliant data processing and storage
• Integration with Electronic Health Records (EHR) systems
• Healthcare billing and coding automation
• Regulatory compliance monitoring
• Clinical documentation improvement

3.3 Service Availability

We strive to maintain high service availability but do not guarantee uninterrupted service. Scheduled maintenance will be communicated in advance through appropriate channels.

4. Acceptable Use Policy (Prohibited Conduct)

4.1 Permitted Uses

You may use our Services solely for legitimate healthcare revenue cycle management purposes in compliance with applicable laws and regulations.

4.2 Prohibited Activities

You agree not to:
Legal and Regulatory Violations:

• Use the Services for illegal purposes or in violation of healthcare regulations
• Violate HIPAA, HITECH, or other applicable privacy laws
• Submit false or fraudulent claims or documentation
• Engage in healthcare fraud or abuse

Technical Misuse:

• Attempt to gain unauthorized access to our systems or networks
• Upload malicious code, viruses, or harmful software
• Interfere with or disrupt the Services or our infrastructure
• Use automated tools to access the Services without permission
• Reverse engineer, decompile, or attempt to extract source code

Content and Communication:

• Submit false, misleading, or inaccurate information
• Upload content that infringes intellectual property rights
• Transmit spam, promotional materials, or unsolicited communications
• Share PHI outside of authorized healthcare purposes

Business Conduct:

• Resell or redistribute the Services without authorization
• Use the Services to compete directly with Serent.ai
• Impersonate another person or entity
• Violate the rights of patients or other healthcare providers

5. Privacy Policy

Information that we collect and use about you is subject to our Privacy Policy page. By accessing this Site you consent to the collection and use of information as described in our Privacy Policy page, which may be amended by us from time to time.

6. Content Ownership and Intellectual Property

6.1 Our Intellectual Property

Serent.ai owns all rights, title, and interest in the Services, including:

• Software, algorithms, and artificial intelligence models
• Website design, user interfaces, and graphics
• Trademarks, logos, and branding materials
• Documentation, training materials, and methodologies
• Data analytics and insights derived from aggregate, de-identified data

6.2 License to Use Services

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Services solely for your healthcare RCM operations.

6.3 Your Content

You retain ownership of content you submit to the Services. By providing content, you grant us a limited license to:

• Process and store your content to provide the Services
• Use de-identified, aggregate data for service improvement and research
• Share your content with authorized service providers as necessary

6.4 Content Representations

You represent and warrant that your content:

• Does not violate any laws or third-party rights
• Is accurate and not misleading
• Includes proper patient consents where required
• Complies with all applicable healthcare regulations

7. Compliance, Security and Privacy

7.1 Security Measures

We implement industry-leading security measures, including:

• SOC 2 Type II compliance
• HIPAA compliance
• GCP infrastructure with advanced security features
• Multi-factor authentication and encryption
• 24/7 security monitoring and incident response

7.2 Data Location and Storage

All data is stored exclusively within the United States using HIPAA-compliant cloud infrastructure.

7.3 Data Retention

We retain data according to healthcare provider agreements, legal requirements, and our data retention policies. De-identified data may be retained for research and service improvement purposes.

8. Payment Terms and Billing

8.1 Fees and Payment

Fees for Services are specified in your Customer Agreement or order form. Payment terms, billing cycles, and accepted payment methods are outlined in applicable agreements.

9. Service Level Commitments

9.1 Availability

We strive to maintain the service availability levels specified in Customer Agreements.

10. Third-Party Services and Integrations

10.1 Third-Party Integrations

Our Services may integrate with third-party systems, including:

• Electronic Health Records (EHR) systems
• Practice management software
• Clearinghouses and payers
• Payment processors and banking systems

10.2 Third-Party Terms

Your use of integrated third-party services is subject to their respective terms of service and privacy policies. We are not responsible for third-party service performance or data practices.

10.3 API Access

API access may be provided subject to separate API terms and usage limitations.

11. Monitoring and Enforcement

11.1 Service Monitoring

We reserve the right to monitor the Services for:

• Security threats and unauthorized access
• Compliance with these Terms and applicable laws
• Service performance and optimization
• Quality assurance and improvement

11.2 Content Review and Removal

We may review and remove content that:

• Violates these Terms or applicable laws
• Poses security or privacy risks
• Contains malicious or harmful code
• Interferes with Service operations

11.3 Account Suspension or Termination

We may suspend or terminate accounts for:

• Violation of these Terms or Customer Agreements
• Non-payment of fees
• Security incidents or threats
• Legal or regulatory requirements

12. Warranties and Disclaimers

12.1 Limited Warranty

We warrant that the Services will substantially conform to the documentation and perform in accordance with applicable Customer Agreements.

12.2 Disclaimer of Warranties

EXCEPT AS EXPRESSLY SET FORTH IN CUSTOMER AGREEMENTS, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND. WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING:

• MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE
• NON-INFRINGEMENT OF THIRD-PARTY RIGHTS
• UNINTERRUPTED OR ERROR-FREE OPERATION
• ACCURACY OR COMPLETENESS OF CONTENT OR DATA

12.3 Healthcare Disclaimer

THE SERVICES ARE ADMINISTRATIVE TOOLS AND DO NOT PROVIDE MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT. HEALTHCARE PROVIDERS REMAIN SOLELY RESPONSIBLE FOR ALL CLINICAL DECISIONS AND PATIENT CARE.

13. Limitation of Liability

13.1 Liability Limitations

TO THE FULLEST EXTENT PERMITTED BY LAW, OUR LIABILITY IS LIMITED TO:

• DIRECT DAMAGES ONLY (NO CONSEQUENTIAL, INDIRECT, OR PUNITIVE DAMAGES)
• THE AMOUNT PAID BY YOU IN THE 12 MONTHS PRECEDING THE CLAIM
• A MAXIMUM OF $10,000 FOR ANY SINGLE INCIDENT

13.2 Excluded Damages

WE ARE NOT LIABLE FOR:

• LOST PROFITS, BUSINESS INTERRUPTION, OR LOST DATA
• CLAIMS PROCESSING ERRORS OR DELAYS
• THIRD-PARTY SERVICE FAILURES
• FORCE MAJEURE EVENTS

13.3 Healthcare-Specific Limitations

We are not liable for:

• Clinical decisions or patient care outcomes
• Regulatory fines or penalties imposed on healthcare providers
• Loss of provider licenses or accreditation
• Patient safety incidents or adverse events

14. Indemnification

14.1 Your Indemnification Obligations

You agree to indemnify and hold us harmless from claims arising from:

• Your violation of these Terms or applicable laws
• Your content or use of the Services
• Patient data breaches caused by your actions
• Clinical decisions and patient care

14.2 Our Indemnification Obligations

We will indemnify you for claims that our Services infringe third-party intellectual property rights, subject to the limitations in Customer Agreements.

15. Termination

15.1 Termination Rights

Either party may terminate with notice as specified in Customer Agreements. We may terminate immediately for:

• Material breach of these Terms
• Non-payment of fees
• Security incidents or threats
• Legal or regulatory requirements

15.2 Effect of Termination

Upon termination:

• Your access to Services will cease
• Outstanding fees remain due
• Data will be handled according to Customer Agreements
• Confidentiality obligations survive

15.3 Data Return and Deletion

We will return or securely delete your data according to Customer Agreement terms and applicable legal requirements.

16. Dispute Resolution

16.1 Informal Resolution

Before initiating formal proceedings, parties agree to attempt good faith resolution through direct negotiation.

16.2 Binding Arbitration

Disputes will be resolved through binding arbitration under the American Arbitration Association’s Commercial Arbitration Rules, conducted in the State of Delaware. Each party bears its own costs unless otherwise awarded.

16.3 Opt-Out Procedure

You may opt out of arbitration by sending written notice to legal@demo.serent.ai within 30 days of accepting these Terms.

16.4 Class Action Waiver

You waive the right to participate in class action lawsuits or representative proceedings against us.

17. General Provisions

17.1 Governing Law

These Terms are governed by the laws of the State of Delaware in the United States of America, without regard to conflict of law principles.

17.2 Entire Agreement

These Terms, together with Customer Agreements and BAAs, constitute the entire agreement between the parties.

17.3 Amendment

We may modify these Terms periodically which will be reflected on our website. Where required by law, material changes will be communicated via email and platform notifications.

17.4 Severability

If any provision is found unenforceable, the remainder of these Terms remains in effect.

17.5 Assignment

You may not assign these Terms without our written consent. We may assign without restriction.

17.6 Force Majeure

Neither party is liable for delays due to circumstances beyond reasonable control, including natural disasters, government actions, or cyber attacks.

17.7 Electronic Communications

You consent to receive communications electronically and agree that electronic signatures have the same legal effect as handwritten signatures.

18. Contact Information

You can contact us at  hello@demo.serent.ai if you have any questions.