Terms of Use

LiveHealth Online is offered through an arrangement with American Well Corporation (“American Well” or “Amwell”), a separate company, providing telehealth services on behalf of your health plan. Wherever they are used in these terms of use, “us” and “we” means American Well.   THE TERMS BELOW GOVERN YOUR USE OF LIVEHEALTH ONLINE.  TO AGREE TO THESE TERMS, CLICK “AGREE.” IF YOU DO NOT AGREE TO THESE TERMS, DO NOT CLICK “AGREE,” AND DO NOT USE THE SERVICES.

PRIVACY
By using the Services, you consent to our processing your information consistent with American Well’s Privacy Policy (https://business.amwell.com/privacy-policy/).

IMPORTANT INFORMATION ABOUT YOUR USE OF THE SERVICES

Mobile Terms and Conditions

LIVEHEALTH ONLINE
Receive coaching advice text notifications from LiveHealth Online through your mobile device. Text JOIN to 1-888-548-7577 to receive up to 7 text messages per week.  Message and data rates may apply.

By opting in to this service, you consent to receive mobile text alerts using an automatic telephone dialing system. Consent to receive coaching advice text messages is not required as a condition of purchasing any goods or services.

By signing up, you are confirming you are over the age of 13.

STOP Information

Text STOP to 1-888-548-7577 to stop receiving messages from LiveHealth Online (you will receive a confirmation text).

HELP Information

For additional information, text HELP to 1-888-548-7577 or contact 1-888-548-3432.

Supported carriers are:

AT&T, Sprint, T-Mobile®, Verizon Wireless, Boost, Cricket, MetroPCS, U.S. Cellular, Virgin Mobile, ACS Wireless, Appalachian Wireless, Bluegrass Cellular, Carolina West Wireless, Cellcom, C-Spire Wireless (formerly Cellsouth), Cellular One of East Central Illinois, Cincinnati Bell Wireless, Cross (dba Sprocket), Duet IP, Element Mobile, EpicTouch, GCI Communications, Golden State, Hawkeye (Chat Mobility), Hawkeye (NW Missouri Cellular), Illinois Valley Cellular, Immix (Keystone Wireless / PC Management), Inland Cellular, iWireless, Mobi PCS (Coral Wireless LLC), Mosaic, MTPCS / Cellular One (Cellone Nation), Nex-Tech Wireless, nTelos, Panhandle Telecommunications, Peoples Wireless, Pioneer, Plateau, Revol Wireless, Rina – Custer, Rina – All West, Rina – Cambridge Telecom Coop, Rina – Eagle Valley Comm, Rina – Farmers Mutual Telephone Co, Rina – Nucla Nutria Telephone Co, Rina – Silver Star, Rina – South Central Comm, Rina – Syringa, Rina – UBET, Rina – Manti, South Canaan / CellularOne of NEPA, Thumb Cellular, Union Wireless, United, Viaero Wireless, West Central Wireless, Leaco, Nemont/Sagebrush. T-Mobile is not liable for delayed or undelivered messages.

We take your privacy seriously. Scroll below to view our privacy policy.

DO NOT USE THIS SITE FOR EMERGENCY MEDICAL NEEDS. If you experience a medical emergency, call 911 immediately.

YOUR USE OF LIVEHEALTH ONLINE
You acknowledge that you are consenting to receiving care via Live Health Online. The scope of care will be at the sole discretion of the health services provider who is treating you, with no guarantee of diagnosis, treatment, or prescription. The health services provider will determine whether or not the condition being diagnosed and/or treated is appropriate for a telehealth encounter via Live Health Online.   You understand and agree that your interaction with health services providers using LiveHealth Online is not intended to take the place of appointments with your regular primary care provider. Do not disregard medical advice from your regular doctor or other health professional because of information provided by a health services provider via LiveHealth Online.

LiveHealth Online is a technology platform and, as such, is not licensed to practice medicine and does not render medical care or medical advice.

Neither Amwell, nor any of its licensors or suppliers, shall be liable for any advice obtained from a health services provider using LiveHealth Online.

Amwell does not recommend or endorse any specific providers, tests, medications, products or procedures. All services or recommendations made by a health services provider are based on their independent professional judgment.

INFORMATION ABOUT HEALTH SERVICES PROVIDERS
When you choose to use LiveHealth Online you will be provided with a list of health services providers based on your selection criteria and on provider availability. The information we make available about any particular health services provider is supplied to us by that provider, and to the best of our knowledge it is accurate, however, we make no warranty as to its accuracy. You are ultimately responsible for choosing which health services provider to communicate with.

Health services providers are licensed by applicable state medical boards.  For more information about a health services provider’s licensure, you can contact the medical board in your state.

INFORMED CONSENT FOR SERVICES PERFORMED BY HEALTH SERVICES PROVIDER
We are providing this information on behalf of the health services provider:

The delivery of health care through services using communication tools such as LiveHealth Online is commonly called “Telemedicine.”  Telemedicine involves the use of electronic communications to enable health care providers at sites remote from patients to provide consultative services.  The information may be used for diagnosis, therapy, follow-up and/or education, and may include live two-way audio and video and other materials (e.g. medical records, data from medical devices).

The communications systems used will incorporate network and software security protocols to protect the confidentiality of patient information and will include reasonable measures to safeguard the data and to ensure its integrity against intentional or unintentional corruption.

A visit summary will be provided to you at the end of each visit which may be kept for your records and may be shared with your local primary care or other provider, as appropriate.

Anticipated Benefits of Telemedicine:

  • Improved access to care by enabling a patient to remain at his or her home or office while consulting a clinician.
  • More efficient medical evaluation and management.

Possible Risks of Telemedicine:

As with any medical procedure, there are potential risks associated with the use of telemedicine.  These risks may include, without limitation, the following:

  • Delays in medical evaluation and consultation or treatment may occur due to deficiencies or failures of the equipment.
  • Security protocols could fail, causing a breach of privacy of personal medical information.
  • Lack of access to complete medical records may result in adverse drug interactions or allergic reactions or other negative outcomes.

By agreeing to these Terms of Use and by using LiveHealth Online, you acknowledge that you understand and agree with the following:

  1. The laws that protect privacy and the confidentiality of medical information also apply to telemedicine.
  2. Telemedicine may involve electronic communication of your personal medical information to health service providers who may be located in other areas, including out of state.
  3. You may expect the anticipated benefits from the use of telemedicine in your care, but that no results can be guaranteed or assured.
  4. Your healthcare information may be shared with other individuals for treatment, payment and healthcare operations purposes. Psychotherapy notes are maintained by clinicians but are not shared with others, while billing codes and visit summaries are shared with others and with you.  If you obtain psychotherapy services, you understand that your therapist has the right to limit the information provided to you if in the therapist’s professional judgment sharing the information with you would be harmful to you.
  5. Where I use telemedicine on behalf of a minor child of whom I am a parent or legal guardian, I understand that my child’s healthcare information including communications with providers may be made available to my child’s other parent(s) or legal guardian(s).
  6. Your healthcare information may be further shared in the following circumstances:
    1. When a valid court order is issued for medical records.
    2. Reporting suspected abuse, neglect, or domestic violence.
    3. Preventing or reducing a serious threat to anyone’s health or safety.

Patient Consent to the Use of Telemedicine

Having read and understood the information provided above, and understanding the risks and benefits of telemedicine, by agreeing to these Terms of Use you hereby give your informed consent to participate in a telemedicine visit under the terms described herein.

CHARGES FOR SERVICES
You understand and agree that you are responsible for all charges relating to your use of LiveHealth Online that are not covered by your insurance.

You will be informed of the fee to be charged when you select a health services provider. Fees may vary from provider to provider. You will be responsible for all charges related to your online visit that are not covered by your insurance.  You authorize Amwell to charge your credit card for any portion of the visit fee that is not covered by your insurance.  You will be asked to supply credit card information, which will be verified prior to your online visit. You will not be able to use LiveHealth Online to communicate with a health services provider if the credit card information you provide is inaccurate or if your credit card is declined.

By initiating an online visit you authorize us to charge your credit card for any charges that are your responsibility.

In order to facilitate payment for your online visit, we will share your credit card information and related personal information with the designated credit card payment processor. This information is shared solely for the purpose of collecting the fee.

In the event there is a connection disruption within the first ninety (90) seconds of the visit, no charge will be incurred. Thereafter, if there is an interruption, in the video, but you and your selected provider can re-connect or remain connected by video or telephone, the stated charge will still be made.

INSURANCE BENEFITS
You may, at your sole discretion, elect to provide us with your health insurance information. You must provide your insurance information if you would like to determine if you have a health benefit for this type of service.  This information will be used to electronically check your eligibility and submit a claim on your behalf. Your copay and/or deductible will be estimated based on the response from your health plan at the time of the visit and will be charged to your credit card.

The actual payment by your health plan may be more or less than the estimated amount. If your health plan reimburses more than the estimated amount, we will refund the difference to your credit card. If your health plan reimburses less than the estimated amount, you will be responsible for paying the difference.

If your health plan has entered into a contract with your selected health services provider to reimburse the provider for services, the amount your insurer has agreed to reimburse the provider will be reflected in the fee that you are charged. You are encouraged to contact your health plan to see if the services offered through LiveHealth Online are covered prior to using LiveHealth Online.

PLEASE NOTE that in order to take advantage of any insurance benefits your insurer may offer you must create a LiveHealth Online account. Users who have not created an account will not have their LiveHealth Online claim electronically submitted to the users insurance, even if such benefits are offered by the user’s insurer.

PASSWORDS AND ACCOUNT
Your username and password (“Log-In ID”) will allow you to access LiveHealth Online. You are solely responsible for controlling your Log-In ID, and are prohibited from making it available to anyone else. You are responsible for all activities that occur under your Log-In ID. You agree to notify LiveHealth Online Customer Support at 1-888-LiveHealth (1-888-548-3432) immediately of any unauthorized use of your Log-In ID or of any need to reset or lock down the Log-In ID associated with your account.

YOUR COMMUNICATIONS
You are responsible for your own communications using LiveHealth Online. You may not:

  • communicate material that is obscene, defamatory, threatening, harassing, abusive, hateful, or embarrassing to any person or entity;
  • communicate a sexually-explicit image;
  • communicate chain letters or pyramid schemes;
  • impersonate another person;
  • violate the Children’s On Line Privacy Protection Act;
  • communicate material that is copyrighted, without the permission of the copyright owner;
  • communicate material that reveals trade secrets, unless you have permission of the owner;
  • communicate material that infringes on any other intellectual property rights of others or on the privacy or publicity rights of others.

Access To And Use Of Information From Your Chat Sessions
Please note – The information you provide during your chat sessions and/or information about your use of the chat sessions may be provided to your healthcare provider and/or your health plan, who may use the information to, for example, contact you or make decisions or recommendations regarding your medical care.

TERMINATION
Amwell may terminate your use this site at any time. Amwell reserves the right to block, delete or stop the uploading of materials and communications that it, in its sole discretion, finds unacceptable for any reason. If your use of this site is terminated you shall make no further use of LiveHealth Online or any information obtained from it. If you find that you have been terminated, you may contact LiveHealth Online Customer Support at 1-888-LiveHealth (1-888-548-3432) for further information.

APPROPRIATENESS OF CONTENT
LiveHealth Online is not intended for independent use by children under the age of 18. Children under 18 must be enrolled on the site under their parent or guardian’s account as a dependent. Parents or guardians are solely responsible for being present with their minor children when using the LiveHealth Online tool.

NO LIABILITY FOR COMPUTERS AND NETWORKS USED TO ACCESS YOUR ACCOUNT
We are only responsible for the security of the computer systems we own and operate. Amwell shall have no liability for information about you stored or recorded by any computer or mobile device or any network, whether public or private, that you may use to access LiveHealth Online.

ACCEPTABLE USE
Amwell makes the LiveHealth Online website and application available for the sole purpose of facilitating communications between health services providers and consumers who chose to use the online service.  You agree not to access or use LiveHealth Online for an unlawful or illegitimate purpose. You shall not attempt to disrupt the operation of the services or the LiveHealth Online system. You shall not attempt to gain unauthorized access to any user accounts or computer systems or networks.

OPERATION AND RECORD RETENTION
Amwell reserves complete and sole discretion with respect to the operation of LiveHealth Online. Amwell may withdraw, suspend or discontinue any functionality or feature of the services. Amwell reserves the right to maintain, delete or destroy all communications and materials posted or uploaded to the LiveHealth Online system pursuant to its internal record retention and/or destruction policies.

INTELLECTUAL PROPERTY
All of the content available on or through LiveHealth Online is the property of American Well or their licensors, and is protected by copyright, trademark, patent, trade secret and other intellectual property laws. We give you permission to display, download, store, and print the content only for your personal, non-commercial use. You agree not to reproduce, retransmit, distribute, disseminate, sell, publish, broadcast, or circulate the content received using LiveHealth Online to anyone. All software and accompanying documentation made available for download from LiveHealth Online is the copyrighted work of  American Well or their licensors.

All American Well trade and service names are trademarks of American Well Corporation.   All other brands and names, including “LiveHealth Online®,” are the property of their respective owners. Nothing contained on LiveHealth Online should be construed as granting any license or right to use any trademark displayed on this site without the express written permission of  American Well, or any other party that may own the trademark.

Subject to these terms, Amwell hereby grants you a limited, revocable, non-transferable and non-exclusive license to use the software, network facilities, content and documentation on and in LiveHealth Online to the extent, and only to the extent, necessary to access and use LiveHealth Online for your personal use.

DIGITAL MILLENIUM COPYRIGHT ACT
Amwell respects the intellectual property of others and expects its users to do the same. If you believe that your copyrighted work has been copied in a way that constitutes copyright infringement and is accessible on this site or through this service, you must provide the following information when providing notice of the claimed infringement to Amwell:

  • A physical or electronic signature of a person authorized to act on behalf of the copyright owner and identification of the copyrighted work that is infringed;
  • Information reasonably sufficient to permit Amwell to contact you, such as an address, telephone number and/or electronic mail address;
  • A statement that you have a good faith belief that the use of the material in the manner complained of is not authorized by the copyright owner, its agent or law;
  • A statement that the information in the notification is accurate and under penalty of perjury, that the complaining party is authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.

The above information must be submitted as a written notification to Amwell through LiveHealth Online Customer Service at customersupport@livehealthonline.com or by writing us at 75 State Street, 26th Floor, Boston, MA 02109, ATTENTION: LEGAL DEPARTMENT/DMCA COMPLAINT. This information should not be construed as legal advice. For further details on the information required for valid DMCA notifications, see 17 U.S.C. 512(c)(3).

LIABILITY OF AMWELL AND ITS LICENSORS AND SUPPLIERS
No Liability. AMWELL AND ITS LICENSORS AND SUPPLIERS (INCLUDING, FOR THE PURPOSES OF THIS ENTIRE SECTION, ALL PROVIDERS OF CONTENT FOR LIVEHEALTH ONLINE) SHALL NOT BE LIABLE TO YOU, UNDER ANY CIRCUMSTANCES OR UNDER ANY THEORY OF LIABILITY OR INDEMNITY, FOR ANY DAMAGES OR PENALTIES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, INCIDENTAL INDIRECT, EXEMPLARY, PUNITIVE AND CONSEQUENTIAL DAMAGES, LOST PROFITS, OR DAMAGES RESULTING FROM LOST DATA OR BUSINESS INTERRUPTION) IN CONNECTION WITH THE USE OR INABILITY TO USE LIVEHEALTH ONLINE OR THE CONTENT, EVEN IF ANY OF THEM HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. AMWELL SHALL BE LIABLE TO YOU ONLY TO THE EXTENT OF ACTUAL DAMAGES INCURRED BY YOU. THE REMEDIES STATED FOR YOU IN THESE TERMS AND CONDITIONS ARE EXCLUSIVE AND ARE LIMITED TO THOSE EXPRESSLY PROVIDED FOR IN THESE TERMS AND CONDITIONS.

Amwell and its licensors and suppliers are not responsible for any claims you may have against any medical professionals, suppliers of products or other persons, institutions or entities identified in whole or in part through LiveHealth Online.

No Warranties. LIVEHEALTH ONLINE, AND ITS CONTENT AND INFORMATION ARE PROVIDED “AS IS.” AMWELL, ITS LICENSORS AND SUPPLIERS DISCLAIM ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, NONINFRINGEMENT OF THIRD PARTIES RIGHTS OR FITNESS FOR A PARTICULAR PURPOSE.

AMWELL, ITS LICENSORS AND SUPPLIERS MAKE NO REPRESENTATIONS OR WARRANTIES THAT THE INFORMATION PROVIDED ON LIVEHEALTH ONLINE IS COMPLETE, EXHAUSTIVE, RELIABLE, CURRENT OR ACCURATE. NO CLAIMS OR ENDORSEMENTS ARE MADE FOR ANY DRUG, HERB, SUPPLEMENT, COMPOUND, THERAPY, OR TREATMENT.

INDEMNIFICATION
Without limiting the generality or effect of other provisions of these terms, as a condition of use, you agree to indemnify and hold harmless Amwell and its licensors and suppliers and their parents, subsidiaries, affiliates, suppliers and their officers, directors, affiliates, subcontractors, agents and employees (collectively, “Indemnified Parties” and each, individually, an “Indemnified Party”) against all costs, expenses, liabilities and damages (including attorney’s fees) incurred by any Indemnified Party in connection with any third party claims arising out of: (i) your use of LiveHealth Online and/or your receipt of services; (ii) your failure to comply with any applicable laws and regulations; and (iii) your breach of any of your obligations set forth here. You shall not settle any such claim without the written consent of the applicable Indemnified Party.

CHANGES TO THIS NOTICE
Amwell may revise, modify or amend the information contained on this page at any time. Any such revision, modification or amendment shall be effective immediately upon either posting it to this web site or otherwise notifying you.

MISCELLANEOUS
Amwell is based in Boston, Massachusetts in the United States of America and makes no claims that the content and information included on LiveHealth Online is appropriate or may be downloaded outside of the United States. Access to the content and information may not be legal by certain persons or in certain countries. If you access LiveHealth Online from outside the United States, you do so at your own risk and are solely responsible for compliance with the laws of your jurisdiction and any other applicable laws.

These terms of use shall be governed and construed in accordance with the laws of the Commonwealth of Massachusetts without regard to the choice of law provisions of any jurisdiction. Amwell may without notice to you assign its rights and duties hereunder to any party at any time. Failure to enforce or insist on strict performance of any provision of these terms shall not be construed as a waiver of any provision or right. You agree that any legal action or proceeding between Amwell and you in any way related to these terms of use shall be brought exclusively in a court of a competent jurisdiction sitting in Boston, Massachusetts. Any cause of action or claim you may have against or involving Amwell must be commenced within one year after the claim or cause of action arises. Neither the course of conduct between the parties nor trade practice shall modify these terms. The invalidity or unenforceability of any provision shall not in any way affect the validity or enforceability of the rest of these terms.

NOTICES
To the extent that the law and/or any applicable regulation allows for the provision of notice electronically, your use of LiveHealth Online constitutes your agreement to receive all such notices electronically, including but not limited to notices required by state or federal privacy laws, and all financial information pertinent to, or required in connection with the operation of LiveHealth Online.

QUESTIONS
If you have questions or comments or if you believe that your confidentiality has been breached or that any of your communications have been intercepted, or you wish to notify us regarding a suspected violation of these terms, please contact LiveHealth Online Customer Support by email at customersupport@livehealthonline.com or call toll free at 1-888-LiveHealth (1-888-548-3432) immediately.

Revised October 7, 2025