Welcome to HelpMatch.com, a website operated by HelpMatch, LLC ("HelpMatch," "we," "us," or "our"). These Terms of Service ("Terms") govern your access to and use of the specific services provided by HelpMatch, including but not limited to billing agreements, credit pack renewals, auto-renewals, pausing services, plan changes, cancellations, refunds, invalid lead procedures, the Lead Assurance Money Back Guarantee, and messaging services (collectively, the "Services"). By accessing or using the Services, you ("Provider," "Medical Provider," "you," or "your") agree to be bound by these Terms, our Terms of Use, and our Privacy Policy. If you do not agree, do not use the Services.
For the purposes of these Terms:
HelpMatch is a lead generation and patient matching platform that connects Leads with Providers offering healthcare services. Providers purchase Credit Packs, and each Lead acquired deducts a certain number of credits from the Provider's balance, depending on the nature of the service requested. As part of the Services, HelpMatch assigns Providers a local phone number to facilitate communication with Leads through automated and peer-to-peer messaging. HelpMatch is a lead generation and patient matching platform. We do not guarantee conversions, appointments, or revenue. Success depends on many factors including provider responsiveness, availability, pricing model, and whether insurance is accepted.
Providers can purchase Credit Packs of varying sizes and prices through the platform. By purchasing a Credit Pack, you authorize HelpMatch to charge your provided payment method for the cost of the Credit Pack and any applicable taxes. HelpMatch accepts various payment methods as indicated on the platform. You are responsible for ensuring that your payment information is accurate and up to date.
By default, new HelpMatch accounts have auto-renewal enabled. Auto-renewal will occur when your credit balance falls below the threshold required to receive a new lead or every [X days/months], whichever comes first. At that point, your selected Credit Pack will automatically renew, and your payment method on file will be charged at the then-current rate. You may opt out of auto-renewal at any time by updating your preferences in Account Settings or contacting support@helpmatch.com. All auto-renewed credits are non-refundable and non-transferable.
Providers may pause their account for up to fourteen (14) days every sixty (60) days. To initiate a pause, email support@helpmatch.com to request a pause. HelpMatch may grant exceptions to the pause duration or frequency at its sole discretion to assist our customers as needed.
During the pause:
If an account remains paused or inactive for more than six (6) months, any remaining credits will be considered abandoned and permanently forfeited. No refunds or reinstatements will be provided for forfeited credits.
Providers may change their selected Credit Pack to a higher or lower-priced option at any time through their account settings. HelpMatch reserves the right to make certain Credit Pack options unavailable or restrict plan changes at any time. Plan changes take effect at the start of the next billing cycle or as indicated at the time of the change.
Upon enrollment, Providers are assigned a unique, locally provisioned phone number ("Assigned Phone Number") for communicating with Leads. HelpMatch facilitates the sending of automated text messages on behalf of Providers, but only to Leads who have provided explicit consent to receive such communications, as required by applicable laws, including the Telephone Consumer Protection Act (TCPA) and wireless carrier regulations.
Providers are solely responsible for ensuring that all messages comply with federal, state, and local laws, as well as industry guidelines. This includes, but is not limited to:
HelpMatch does not guarantee the successful delivery of messages, as wireless carriers may filter, block, or delay SMS transmissions at their discretion. HelpMatch reserves the right to suspend or revoke messaging privileges if a Provider's messaging activity is found to be non-compliant or in violation of industry standards.
The HelpMatch Messaging Service allows Providers to communicate with Leads via SMS through the platform's chat interface. Messages sent by Providers are delivered to Leads via SMS, while replies from Leads are routed back into the platform for easy management.
Providers acknowledge that all SMS communications facilitated through HelpMatch are subject to carrier policies, opt-out regulations, and potential delivery restrictions. HelpMatch is not responsible for delays, undelivered messages, or message filtering applied by third-party carriers. HelpMatch reserves the right to monitor, limit, or suspend messaging capabilities if a Provider engages in activities that violate TCPA, CTIA guidelines, carrier restrictions, or HelpMatch policies.
Indemnification: Providers agree to indemnify, defend, and hold HelpMatch harmless from any claims, liabilities, damages, or penalties arising from their use of the messaging service, including but not limited to:
Providers must ensure all communications comply with applicable laws and regulations, including the Telephone Consumer Protection Act (TCPA), anti-spam laws, and privacy laws such as the Health Insurance Portability and Accountability Act (HIPAA).
The HelpMatch Messaging service is intended solely for scheduling appointments with Leads. Providers must not use the messaging service to discuss medical information, provide medical advice, or transmit any Protected Health Information (PHI). Providers are fully responsible for the content of all messages sent using the Assigned Phone Number and must ensure that such content is appropriate, accurate, lawful, and non-disruptive. Sending messages that are defamatory, obscene, harassing, threatening, or otherwise inappropriate is prohibited.
Providers must ensure that their use of the HelpMatch Messaging service complies with HIPAA and any other applicable privacy laws. Although HelpMatch obtains initial consent, Providers are solely responsible for maintaining compliance in their ongoing communications with Leads.
HelpMatch reserves the right, but is not obligated, to monitor messages for compliance. HelpMatch does not guarantee that the HelpMatch Messaging Service will be included in your account, nor does it guarantee the delivery or receipt of messages. HelpMatch is not liable for damages arising from the use of the messaging services.
For Credit Packs priced at one thousand five-hundred dollars ($1,500) or more, HelpMatch offers a Lead Quality Assurance Guarantee, which ensures that Providers who meet specific eligibility criteria and follow prescribed best practices will generate more in revenue from HelpMatch-sourced Leads than the cost of the Credit Pack. If this threshold is not met, and all conditions are satisfied, a refund may be issued.
To qualify for this guarantee, all of the following conditions must be met:
To initiate a refund request, contact support@helpmatch.com. HelpMatch may request verifiable documentation of your outreach efforts. Failure to provide this documentation upon request will result in denial of the refund request.
Providers do not qualify for the Lead Quality Assurance Guarantee if any of the following apply:
These exclusions reflect the fact that conversion rates are substantially affected by pricing strategy and insurance participation—factors that are entirely within the Provider's control and not attributable to Lead quality.
All refund requests are subject to review and approval by HelpMatch. Refunds, if granted, will be processed to the original payment method within thirty (30) days of approval. HelpMatch reserves the sole right to approve or deny any refund based on its assessment of documentation and circumstances. All decisions are final, binding, and not subject to appeal, dispute, or external challenge.
Except as explicitly provided under the Lead Assurance Guarantee, all sales of Credit Packs are final. HelpMatch does not offer refunds, exchanges, or transfers for any unused or unspent credits. Any exceptions to this policy are at the sole and absolute discretion of HelpMatch.
Credit refunds or adjustments for Invalid Leads are granted at the sole discretion of HelpMatch. An "Invalid Lead" is defined as a Lead that meets any of the following criteria:
Credit Adjustment Requests: Providers may submit a request for a credit adjustment within seven (7) days of receiving a Lead they believe to be invalid, as per the definition above. To request a credit adjustment, you must provide sufficient evidence or explanation as to why the Lead is considered invalid under the defined criteria.
Review Process: HelpMatch will review the request and determine, at its sole discretion, whether the Lead qualifies as invalid and whether to adjust your credit balance accordingly. HelpMatch will notify you of its decision regarding the credit adjustment request within a reasonable timeframe.
No Guarantee: Submission of a credit adjustment request does not guarantee that an adjustment will be granted.
Initiating a payment dispute or chargeback without contacting HelpMatch first may result in:
HelpMatch reserves the right to deny service to accounts exhibiting abusive behavior or attempting to exploit our refund policies.
If you run out of credits and do not renew within fourteen (14) days, your account enters "Canceled" status. While in Canceled status, you will not have access to your account or any of its features, including messaging services. To regain access, you must purchase a new Credit Pack upon attempting to log in. HelpMatch may permanently disable accounts at its sole discretion, including but not limited to instances of violation of these Terms or suspicious activity.
By You: You may terminate these Terms by ceasing all use of the Services and closing your account.
By HelpMatch: HelpMatch may terminate or suspend your access to the Services at any time, with or without cause, and with or without notice.
Effect of Termination: Upon termination, all rights granted to you under these Terms will cease immediately, and you must stop all use of the Services.
You must comply with all applicable laws and regulations in connection with your use of the Services, including privacy and communication laws. You are responsible for maintaining accurate account information, including contact and payment details. Providers are responsible for timely and professional follow-up with Leads. You must use the messaging services responsibly, ensuring all communications are appropriate and lawful.
You may receive confidential information from HelpMatch, including but not limited to business practices, software, and data ("Confidential Information"). You agree to maintain the confidentiality of such information and not to disclose it to any third party without HelpMatch's prior written consent.
HelpMatch retains all rights, title, and interest in and to the Services, including all related intellectual property rights.
HelpMatch grants you a non-exclusive, non-transferable, revocable license to access and use the Services strictly in accordance with these Terms.
Nothing in these Terms shall be construed to create any partnership, joint venture, employer-employee, agency, or franchisor-franchisee relationship between you and HelpMatch.
THE SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. HELPMATCH EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. HELPMATCH DOES NOT WARRANT THAT THE SERVICES WILL MEET YOUR REQUIREMENTS OR EXPECTATIONS, THAT THE SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE, OR THAT ANY ERRORS IN THE SERVICES WILL BE CORRECTED. HELPMATCH IS NOT RESPONSIBLE FOR ANY CONTENT OR INFORMATION PROVIDED BY THIRD PARTIES, INCLUDING LEADS OR OTHER USERS.
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL HELPMATCH, ITS AFFILIATES, LICENSORS, OR SERVICE PROVIDERS, OR ITS AND THEIR OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR SUCCESSORS (COLLECTIVELY, THE "HELPMATCH PARTIES") BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR RELATING TO YOUR ACCESS TO OR USE OF, OR YOUR INABILITY TO ACCESS OR USE, THE SERVICES OR ANY MATERIALS OR CONTENT ON THE SERVICES, WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), STATUTE, OR ANY OTHER LEGAL THEORY, EVEN IF THE HELPMATCH PARTIES HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES.
WITHOUT LIMITING THE FOREGOING, THE TOTAL AGGREGATE LIABILITY OF THE HELPMATCH PARTIES TO YOU FOR ANY CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF THE SERVICES SHALL NOT EXCEED THE GREATER OF (A) THE TOTAL AMOUNT PAID BY YOU TO HELPMATCH IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO SUCH LIABILITY, OR (B) ONE HUNDRED DOLLARS ($100).
SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES OR THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES. IN SUCH JURISDICTIONS, THE LIABILITY OF THE HELPMATCH PARTIES IS LIMITED TO THE MAXIMUM EXTENT PERMITTED BY LAW.
You hereby release and forever discharge the HelpMatch Parties from any and all claims, demands, and rights of action of whatever kind, which are either known or unknown, suspected or unsuspected, disclosed or undisclosed, arising out of or relating to your use of the Services.
Waiver of California Civil Code Section 1542: If you are a California resident, you hereby waive California Civil Code Section 1542, which states: "A general release does not extend to claims which the creditor does not know or suspect to exist in his or her favor at the time of executing the release, which if known by him or her must have materially affected his or her settlement with the debtor."
You agree to indemnify, defend, and hold harmless the HelpMatch Parties from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising from or relating to your (a) use of the Services, (b) violation of these Terms, (c) violation of any rights of any other person or entity, or (d) violation of any applicable laws, rules, or regulations.
HelpMatch may modify or discontinue any aspect of the Services at any time. Where feasible, HelpMatch will provide reasonable notice of significant changes to the Services.
HelpMatch reserves the right to modify these Terms at any time. Changes will be effective upon posting on the platform. Continued use of the Services constitutes acceptance of the revised Terms. These Terms, along with the Terms of Use and Privacy Policy, constitute the entire and exclusive understanding and agreement between you and HelpMatch regarding your use of the Services and supersede and replace any prior agreements.
If any provision of these Terms is held invalid or unenforceable, the remaining provisions shall remain in full force and effect. The failure of HelpMatch to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.
You may not assign these Terms without HelpMatch's prior written consent. HelpMatch may assign these Terms without restriction. Any assignment in violation of this provision is void.
HelpMatch shall not be liable for any failure or delay in the performance of its obligations under these Terms arising out of or caused by, directly or indirectly, forces beyond its reasonable control, including but not limited to acts of God, war, terrorism, civil unrest, technical failures, or governmental actions.
All provisions of these Terms that by their nature should survive termination shall survive, including without limitation, ownership provisions, warranty disclaimers, indemnity, limitations of liability, dispute resolution provisions, and miscellaneous provisions.
Use of the Services is at your sole risk. HelpMatch does not guarantee profitability or specific results. HelpMatch does not endorse any specific Providers or Leads. HelpMatch does not provide medical advice or medical services. Any information provided through the Services is for general informational purposes only and is not intended to constitute or substitute for professional medical advice, diagnosis, or treatment. You acknowledge that all medical services are provided by independent third-party Providers who are not employed by or affiliated with HelpMatch. HelpMatch is not responsible for the quality or legality of the services provided by such third-party Providers.
These Terms are governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict of law provisions.
Agreement to Arbitrate: You and HelpMatch agree that any dispute, claim, or controversy arising out of or relating to these Terms, your use of the Services, or the breach, termination, enforcement, interpretation, or validity thereof (collectively, "Disputes") shall be resolved exclusively through binding arbitration administered by the American Arbitration Association ("AAA") in accordance with its Commercial Arbitration Rules, except as provided under "Exceptions to Arbitration" below. The arbitration shall take place in Martin County, Florida, or another mutually agreed-upon location. The arbitrator shall have exclusive authority to resolve any Disputes, including questions regarding the scope, enforceability, or interpretation of this Arbitration Agreement.
Class Action Waiver and Waiver of Jury Trial: You and HelpMatch agree that each may bring claims against the other only in your or its individual capacity and not as a plaintiff or class member in any purported class or representative proceeding. Both parties waive any constitutional and statutory rights to sue in court and have a trial in front of a judge or a jury.
Exceptions to Arbitration: Notwithstanding the above, either party may bring individual claims in small claims court if they qualify. Additionally, either party may seek injunctive or other equitable relief in a court of competent jurisdiction for matters related to intellectual property or unauthorized access to the Services.
Arbitration Opt-Out: You have the right to opt out of this Arbitration Agreement. To do so, you must send a written notice of your decision to opt out, postmarked within fourteen (14) days of first accepting these Terms. Your opt-out notice must include your full name, mailing address, the email address and phone number associated with your account, and a clear statement that you wish to opt out of this Arbitration Agreement. Send this notice to: HelpMatch, Attn: Legal Department 2740 SW Martin Downs Blvd. Unit 292 Palm City, FL. Opting out of this Arbitration Agreement does not affect any other provisions of these Terms, which will continue to apply. Your decision to opt out of arbitration is final and binding.
Severability: If any portion of this Arbitration Agreement is found unenforceable or unlawful, the unenforceable portion shall be severed, and the remaining provisions shall continue in full force and effect.
If you have any questions about these Terms, please contact us at support@helpmatch.com
By accessing or using the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.
