Terms of Service

These Terms of Service (“Terms”) form a binding agreement between Medora, Inc. (“Medora,” “we,” “us,” or “our”) and the pharmacy organization or individual that accesses meetmedora.com(the “Site”) or uses any of Medora's products or services (collectively, the “Services”). By accessing the Site or using the Services, you agree to these Terms. If you do not agree, do not use the Site or the Services.

Where the Services are provided under a separate signed order form, master subscription agreement, or business associate agreement (“BAA”) between Medora and a pharmacy, that signed agreement controls in the event of a conflict with these Terms.

1. Who can use the Services

The Services are designed for use by licensed pharmacy organizations (“Customer”) and their authorized employees, contractors, and agents (“Authorized Users”). You represent that you are at least 18 years old, that you have authority to bind your Customer to these Terms, and that you will use the Services only for lawful purposes consistent with your role at your pharmacy.

2. The Services

Medora provides an operating layer for retail pharmacy that includes an AI voice agent (“Dora”) for outbound and inbound patient calls, SMS workflows, write-back to pharmacy management systems, and pharmacist routing. The Services may evolve over time. We may add, modify, or retire features at our discretion, and will give Customers reasonable notice of any material changes that affect production workflows.

3. Account, security, and acceptable use

Customer is responsible for setting up accounts for its Authorized Users, keeping credentials confidential, and promptly notifying Medora of any unauthorized access. Customer is responsible for all activity that occurs under its accounts.

You agree not to:

• Use the Services to violate any law, regulation, or third-party right, including state or federal pharmacy and healthcare laws.
• Reverse engineer, decompile, scrape, or attempt to derive the source code of the Services, except to the extent expressly permitted by law.
• Probe, scan, or test the vulnerability of the Services, or interfere with their operation or any user's use of them.
• Use the Services to send unsolicited communications, malware, phishing, or other harmful content.
• Use the Services to provide medical advice to patients without appropriate licensed-pharmacist oversight, or to bypass any clinical-routing safeguard Medora has built.
• Build a competing product using the Services or the data we provide.

4. Customer data and PHI

As between the parties, Customer owns all data Customer or its Authorized Users submit to the Services and all data the Services generate on Customer's behalf (collectively, “Customer Data”). Customer grants Medora a worldwide, non-exclusive license to host, process, transmit, and display Customer Data solely to deliver, secure, support, and improve the Services for Customer.

Where Customer Data includes protected health information (“PHI”), Medora acts as a Business Associate under HIPAA and the parties' BAA. In the event of a conflict between the BAA and these Terms regarding PHI, the BAA controls.

Medora may use aggregated, de-identified data derived from the Services to operate, secure, and improve the Services. We will not use customer PHI to train or fine-tune foundation models without Customer's express written consent.

5. Medora intellectual property

Medora and its licensors own all right, title, and interest in and to the Services, including the Site, dashboards, agent runtime, voice models, prompts, workflows, documentation, and all related intellectual property. No rights are granted to you except the limited, revocable, non-exclusive, non-transferable right to access and use the Services in accordance with these Terms.

If you provide feedback, suggestions, or ideas about the Services, you grant Medora a worldwide, perpetual, irrevocable, royalty-free license to use them without restriction.

6. Fees

Fees, payment terms, and the scope of the Services are set out in an order form or other written agreement between Medora and Customer. Unless otherwise stated, fees are non-refundable. Use of the Site and any free pilot access is provided at no charge and may be withdrawn at any time.

7. No medical advice

Dora is an AI agent. It is not a licensed healthcare professional and does not provide medical, clinical, diagnostic, or treatment advice. Dora is configured to route clinical questions to a licensed pharmacist on Customer's team. Customer is responsible for ensuring appropriate pharmacist coverage, scope-of-practice compliance, and any oversight required by law. Medora is not responsible for clinical decisions made by Customer's pharmacists or for actions patients take based on conversations with Dora.

8. Third-party services and integrations

The Services interoperate with third-party systems including pharmacy management systems, telephony providers, and language-model vendors. Medora is not responsible for the availability, accuracy, or content of any third-party service. Your use of third-party services is governed by the agreements between you and those providers.

9. Disclaimers

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. MEDORA DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE FROM HARMFUL COMPONENTS, OR THAT ANY DATA WILL BE SECURE OR NOT LOST. NOTHING IN THE SERVICES CONSTITUTES MEDICAL ADVICE.

10. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, GOODWILL, OR DATA, ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

EXCEPT FOR (A) A PARTY'S INDEMNIFICATION OBLIGATIONS, (B) A PARTY'S BREACH OF CONFIDENTIALITY OR DATA PROTECTION OBLIGATIONS, OR (C) YOUR PAYMENT OBLIGATIONS, EACH PARTY'S TOTAL LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS WILL NOT EXCEED THE AMOUNT PAID OR PAYABLE BY CUSTOMER TO MEDORA FOR THE SERVICES IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM. FOR USE OF THE SITE OR FREE PILOTS, MEDORA'S TOTAL LIABILITY WILL NOT EXCEED ONE HUNDRED U.S. DOLLARS ($100).

11. Indemnification

Customer will defend, indemnify, and hold Medora harmless from any third-party claim arising out of (a) Customer's breach of these Terms, (b) Customer Data, (c) Customer's use of the Services in violation of law, or (d) clinical decisions or patient interactions for which Customer is responsible.

Medora will defend, indemnify, and hold Customer harmless from any third-party claim alleging that the Services, as provided by Medora and used in accordance with these Terms, infringe a U.S. patent, copyright, or trademark of that third party. This is Medora's sole liability for intellectual property claims.

12. Term and termination

These Terms apply for as long as you use the Site or the Services. Either party may terminate a paid engagement as set out in the applicable order form. Medora may suspend or terminate your access to the Services if you breach these Terms, create a security risk, or expose Medora or its customers to legal liability. On termination, you will stop using the Services, and we will assist in the return or deletion of Customer Data as required by the BAA or applicable agreement.

Sections that by their nature should survive termination — including IP ownership, disclaimers, limitation of liability, indemnification, and governing law — will survive.

13. Governing law and dispute resolution

These Terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws principles. The parties will first try to resolve any dispute informally by sending notice to the other party and negotiating in good faith for 30 days.

If informal resolution fails, any dispute arising out of or relating to these Terms will be resolved by binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, with arbitration to take place in Wilmington, Delaware, in English, before a single arbitrator. Each party waives any right to a jury trial and to participate in a class action. Either party may seek injunctive or equitable relief in a court of competent jurisdiction to protect its intellectual property or confidential information.

14. Changes to these Terms

We may update these Terms from time to time. When we do, we will update the “Last updated” date at the top and, if the changes are material, give reasonable advance notice through the Services or by email to account administrators. Continued use of the Services after a change takes effect means you accept the revised Terms.

15. Miscellaneous

• Entire agreement. These Terms, together with any signed order form, BAA, or master agreement between Medora and Customer, are the entire agreement between the parties on this subject.
• Assignment.You may not assign these Terms without Medora's prior written consent. Medora may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of its assets.
• Severability. If any provision is held unenforceable, the remaining provisions remain in effect, and the unenforceable provision will be replaced with one that comes closest to expressing the original intent.
• No waiver. A failure to enforce any right under these Terms is not a waiver of that right.
• Force majeure. Neither party is liable for delays or failures caused by events beyond its reasonable control.

16. Contact us

Questions about these Terms or the Services:

Medora, Inc.
legal@meetmedora.com