Terms of Service

1. Parties and Definitions

"Company," "we," "us," or "our" refers to Neurvana AI, LLC, the operator of Remedy Support and the ARIS Administrative Advocacy Infrastructure platform.

"Client," "you," or "your" refers to the individual who submits an intake form, completes payment, and receives administrative advocacy services from the Company.

"Services" refers to the administrative insurance appeal services described in Section 3, including claim intake, appeal letter drafting, human review, and fax transmission to insurance carriers.

"Carrier" refers to the health insurance company, third-party administrator, managed care organization, self-insured employer plan, or any other entity that issued the denial of the health insurance claim identified in your intake form.

"Claim" refers to the specific, single insurance claim denial identified in your intake form submission.

"Health Information" refers to any information related to your health, medical treatment, insurance coverage, or identity that you provide in connection with your use of the Services.

2. Acceptance of Terms

By accessing or using this platform, submitting an intake form, affixing your digital signature, completing payment, or otherwise engaging with the Services, you represent that you have read, understood, and agree to be legally bound by these Terms of Service and our Privacy Policy.

If you are submitting on behalf of another individual as their legal guardian or authorized representative, you represent that you have the legal authority to bind that individual to these Terms, and all representations herein apply equally to you and the patient on whose behalf you act.

You must be at least 18 years of age to use the Services. Individuals under 18 may only use the Services through a parent or legal guardian who agrees to these Terms.

3. Description of Services

Remedy Support provides administrative insurance appeal services for denied health insurance claims within the $500 to $10,000 disputed amount range. Specifically, the Company:

• Collects claim denial information through a secure intake process
• Prepares a formal administrative appeal letter using AI-assisted drafting technology
• Subjects all AI-generated drafts to human review by a trained internal advocate before transmission
• Transmits the finalized appeal letter by fax directly to your Carrier's designated appeals department
• Provides a case status tracking portal accessible via mobile phone verification
• Monitors case status and seeks updates from the Carrier on a regular basis

The Services are limited exclusively to first-level internal administrative appeals. The Company does not provide external independent review, state-level insurance department complaint filing, litigation support, or any services beyond administrative correspondence with the Carrier.

4. Nature of Services — Not Legal Representation

The Company provides administrative advocacy services only. If you require legal representation regarding your insurance dispute, you should consult a licensed attorney in your state. The Company expressly disclaims any obligation to advise you on litigation strategy, coverage law, or any matter that constitutes the practice of law.

Similarly, the Company does not provide medical advice, clinical judgment, or opinions regarding the medical necessity of any treatment or procedure. Nothing in any appeal letter produced by the Company constitutes a medical opinion.

5. Eligibility and User Representations

By using the Services, you represent and warrant that:

• You are at least 18 years of age or are a legal guardian or authorized representative of the patient named in the intake form
• You are a resident of the United States
• The insurance claim denial identified in your intake form is genuine and has not been fabricated, altered, or misrepresented in any material way
• All information you provide — including but not limited to CPT codes, ICD codes, carrier name, claim amount, dates of service, denial reason, and member identification — is accurate, complete, and current to the best of your knowledge
• You are the patient, or are the legal guardian or duly authorized representative of the patient, named in the intake form
• You have not initiated litigation, retained legal counsel, or filed a regulatory complaint regarding the specific Claim identified in your intake form without disclosing that fact to the Company
• You have not previously filed or submitted an appeal for the same Claim through another channel that is currently pending
• Your use of the Services does not violate any applicable law, regulation, or court order

6. Accuracy and Sufficiency of Information

The quality, persuasiveness, and effectiveness of any appeal letter produced by the Company is entirely dependent on the accuracy, completeness, and sufficiency of the information you provide. The Company processes only the information submitted in your intake form and does not independently verify claim details, medical records, or coverage terms.

The Company expressly disclaims any liability for appeal outcomes that are adversely affected by:

• Inaccurate, incomplete, or misleading information provided by the Client
• Missing denial codes, CPT codes, ICD codes, or other clinical identifiers
• Failure to provide supporting documentation that may have strengthened the appeal
• Submission of a claim for which the appeal window established by the Carrier or applicable law has expired
• Claims that are legitimately excluded from coverage under the terms of the Client's insurance plan
• Claims involving services not covered by the Client's plan for reasons unrelated to medical necessity or administrative error

It is your sole responsibility to ensure that all information submitted is complete and accurate before proceeding to payment. The Company is not obligated to solicit additional information beyond what is requested in the intake form.

7. Payment and Refund Policy

The Service fee is $49.00 USD per Claim, payable at the time of intake submission. This fee is a flat administrative service fee and is not contingent upon the outcome of the appeal.

If the Company is unable to transmit your appeal due to a cause within the Company's reasonable control, you will receive a full refund. If transmission is completed but the transmission proof cannot be obtained, the Company will re-transmit at no additional charge until a verified receipt is secured. Technical failures on the part of third-party fax transmission providers, Carrier system outages, or Carrier refusal to accept fax transmissions do not constitute grounds for a refund.

Payment is processed by Stripe, Inc. The Company does not store or have access to your full payment card information. By completing payment, you also agree to Stripe's terms of service.

Each Claim requires a separate intake submission and a separate $49.00 fee. Multiple denials on the same account are treated as separate cases.

8. No Guarantee of Appeal Outcome

The Company's obligation is to produce a well-reasoned, professionally structured appeal letter and transmit it to your Carrier. The Company fulfills its contractual obligation upon successful transmission of the appeal, irrespective of the Carrier's ultimate determination.

Past appeal outcomes facilitated by the Company for other clients do not constitute a representation of results that may be expected in your case. No employee, contractor, or agent of the Company is authorized to make representations regarding the likelihood of success of any individual appeal.

9. Scope of Representation

The Company's administrative representation is strictly limited to:

• The specific Claim identified in your intake form
• A single first-level internal administrative appeal submission to your Carrier
• The appeal level standard under the Affordable Care Act (ACA), the Employee Retirement Income Security Act of 1974 (ERISA), or applicable state insurance law, whichever governs your plan
• Representation authorized under the Limited Power of Attorney (LPOA) executed by you during intake, which designates the Company as your authorized representative for purposes of this Claim

The Services do not include:

• External independent review or external appeals processes
• State insurance department complaint filings
• Federal agency complaints (CMS, DOL, HHS)
• Litigation, arbitration, or any legal proceeding against the Carrier
• Prior authorization requests or prospective appeals
• Appeals of Medicare or Medicaid coverage determinations, which are governed by separate federal regulatory frameworks and are excluded from these Services
• Ongoing representation beyond the initial appeal submission

If your appeal is denied at the first level, the Company may offer additional services at its discretion. No ongoing representation is implied or created by your initial engagement.

10. Appeal Timeline and Carrier Response

Federal law establishes minimum timelines within which Carriers must respond to internal appeals. Under the ACA, Carriers must generally respond to internal appeals for:

• Urgent care claims: within 72 hours
• Pre-service claims: within 30 days
• Post-service claims (including most denial appeals): within 60 days
• ERISA-governed employer plans: within 60 days for post-service claims

These timelines are legal obligations of the Carrier and are entirely outside the Company's control. The Company will seek status updates from the Carrier on a regular basis and will notify you if action on your part becomes required. The Company cannot compel a Carrier to respond, accelerate its review, or meet statutory deadlines.

The Company is not liable for any harm, loss, or damages arising from a Carrier's failure to respond within legally mandated timeframes, administrative delays, internal Carrier processing errors, or the Carrier's failure to acknowledge receipt of a transmitted appeal.

Carrier deadlines for filing appeals are established by the Carrier and applicable law and are not extended by your engagement of the Company's Services. It is your responsibility to ensure that the appeal window for your Claim has not expired prior to submission. The Company assumes no liability for appeals submitted after the Carrier's filing deadline.

11. Artificial Intelligence and Human Review

Appeal letters produced by the Company are drafted using artificial intelligence language model technology and are subsequently reviewed by a trained human advocate before transmission. The use of AI in the drafting process does not diminish the professional care applied to your case; however, the Company makes the following disclosures:

• AI-generated text may contain factual errors, hallucinated regulatory citations, or language that does not accurately reflect the specifics of your Claim
• Human review is intended to identify and correct material errors but does not constitute a guarantee that the final appeal letter is free of all errors
• The AI systems used may be updated, retrained, or replaced at any time, which may affect the structure, language, or content of appeal letters
• No AI system used in the production of your appeal letter has access to your personal health information. The drafting process uses only anonymized, tokenized claim data

By using the Services, you acknowledge and accept the role of AI technology in the appeal drafting process. The Company is not liable for errors in AI-generated content that are not identified during human review, provided that the human review process was conducted with reasonable care.

12. Privacy, Data Security, and Health Information

12.1 Architecture and Tokenization

The Company employs a split-schema data architecture designed to protect your identity. Personally identifiable information (PII) and protected health information (PHI) — including your name, date of birth, insurance member ID, group ID, and drawn signature — are stored in an encrypted vault layer that is physically and logically separated from the operational systems used for appeal drafting. Appeal drafting systems interact exclusively with anonymized, tokenized representations of your claim data and never process your identity directly.

12.2 HIPAA Notice

Neurvana AI, LLC is not a covered entity under the Health Insurance Portability and Accountability Act of 1996 (HIPAA) as defined at 45 CFR §160.103. However, the Company voluntarily applies HIPAA-aligned data handling standards to all health information processed through the platform, including encryption at rest and in transit, access controls, and minimum necessary use principles.

By authorizing the Company to act as your representative, you explicitly consent to the Company receiving from your Carrier any health information, Explanation of Benefits records, and correspondence necessary to prosecute your administrative appeal, pursuant to the HIPAA authorization you execute as part of the intake process.

12.3 Data Retention and Deletion

You may request deletion of your identifiable personal data at any time following case closure, provided no payment dispute, chargeback, or claim is pending, by contacting compliance@remedy.support. Upon verification, we will purge your personal information from our systems. We retain anonymized transactional records, with no connection to your identity, for a minimum of three (3) years to satisfy tax compliance, fraud prevention, and audit requirements. Certain records may be retained longer where required by law.

12.4 No Sale of Health Information

The Company does not sell, license, rent, or disclose your health information or personal data to any third party for marketing, advertising, or commercial purposes. Health information is disclosed only to parties directly necessary to the completion of your appeal, including fax transmission providers.

12.5 Third-Party Processors

The Company uses the following categories of third-party processors: cloud database providers, payment processors, fax transmission services, and AI model providers. These providers are contractually restricted from using your data for any purpose beyond the services they provide to the Company. AI model providers process only anonymized, tokenized claim data and are not provided with your personally identifiable information.

13. Data Breach Limitation of Liability

The Company implements industry-standard technical and organizational security measures, including encryption at rest and in transit, role-based access controls, tokenized data architecture, and regular security assessments, to protect your information against unauthorized access, disclosure, alteration, or destruction.

In the event of a security incident that results in unauthorized access to your personal data, the Company will:

• Notify affected individuals in accordance with applicable state data breach notification laws
• Take reasonable steps to contain and remediate the incident
• Cooperate with regulatory authorities as required by law

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL NEURVANA AI, LLC, ITS OFFICERS, DIRECTORS, EMPLOYEES, CONTRACTORS, OR AGENTS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO:

• Loss of anticipated appeal benefits or insurance reimbursements
• Medical expenses incurred as a result of a denied or unsuccessful appeal
• Financial harm resulting from continued non-payment of a claim by a Carrier
• Emotional distress
• Loss of data
• Damage arising from third-party service failures

The Company's total aggregate liability to you for any claims arising under or related to these Terms, the Services, or any appeal conducted on your behalf shall not exceed the total service fee paid by you for the affected engagement, which is $49.00 USD.

Some jurisdictions do not allow the exclusion of certain warranties or limitation of liability for consequential damages. In such jurisdictions, the Company's liability shall be limited to the maximum extent permitted by applicable law.

15. Disclaimer of Warranties

THE SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. THE COMPANY EXPRESSLY DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO:

• WARRANTIES OF MERCHANTABILITY
• FITNESS FOR A PARTICULAR PURPOSE
• NON-INFRINGEMENT
• THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS
• THAT APPEAL LETTERS WILL CONTAIN NO ERRORS OR THAT THE CONTENT WILL ACHIEVE ANY PARTICULAR RESULT
• THAT THE SERVICES WILL MEET YOUR SPECIFIC REQUIREMENTS

16. Indemnification

You agree to indemnify, defend, and hold harmless Neurvana AI, LLC and its officers, directors, employees, contractors, and agents from and against any and all claims, damages, liabilities, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

• Your breach of any representation, warranty, or obligation under these Terms
• Your provision of inaccurate, incomplete, or fraudulent information in connection with your intake submission
• Any claim by a third party arising from the Company's actions taken in reliance on information you provided
• Your violation of any applicable law or regulation
• Any claim that your use of the Services infringed any third party's rights

17. Third-Party Services

The Services rely on third-party technology platforms including payment processors, cloud infrastructure providers, fax transmission services, and AI model providers. The Company is not responsible for the availability, performance, security, or actions of these third-party services. Interruptions or failures in third-party services — including fax transmission failures, cloud storage outages, or payment processing errors — do not constitute a breach by the Company of its obligations under these Terms.

Links to third-party websites or services provided on this platform are for informational purposes only. The Company does not endorse, control, or assume responsibility for the content, privacy practices, or terms of any third-party service.

18. Force Majeure

The Company shall not be liable for any failure or delay in the performance of its obligations under these Terms caused by circumstances beyond its reasonable control, including but not limited to: acts of God, natural disasters, pandemic, governmental action or regulation, power failures, internet outages, Carrier system failures or lockouts, third-party fax network failures, cyberattacks, or any other event that prevents or materially impairs the Company's ability to perform.

19. Termination of Services

The Company reserves the right to terminate or suspend your access to the Services at any time, with or without notice, if the Company determines in its sole discretion that:

• You have provided fraudulent, fabricated, or materially inaccurate information
• You have violated any provision of these Terms
• Your use of the Services creates legal, reputational, or compliance risk for the Company
• A regulatory authority has ordered or requested the cessation of services

Upon termination prior to appeal transmission, the Company may, at its sole discretion, issue a full or partial refund. Termination after appeal transmission does not entitle you to a refund.

20. Dispute Resolution and Binding Arbitration

PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS, INCLUDING YOUR RIGHT TO FILE A LAWSUIT IN COURT.

Any dispute, claim, or controversy arising out of or relating to these Terms or your use of the Services shall be resolved exclusively through binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, except as otherwise provided herein.

The arbitration shall be conducted by a single arbitrator. The arbitration may be conducted by telephone, online, or in-person in the county of Neurvana AI, LLC's principal place of business. The arbitrator's decision shall be final and binding and may be entered as a judgment in any court of competent jurisdiction.

You and the Company agree that any claim must be brought in the respective party's individual capacity and not as a plaintiff or class member in any purported class action, collective action, or representative proceeding.

Notwithstanding the above, either party may seek injunctive or other equitable relief in any court of competent jurisdiction to prevent actual or threatened infringement of intellectual property rights or breach of confidentiality obligations.

Any claim subject to arbitration must be filed within one (1) year of the date the claim arose, or the claim shall be forever barred.

21. Class Action and Jury Trial Waiver

YOU AND THE COMPANY EACH WAIVE THE RIGHT TO A JURY TRIAL AND THE RIGHT TO PARTICIPATE IN A CLASS ACTION LAWSUIT OR CLASS-WIDE ARBITRATION. All disputes must be resolved on an individual basis. You may not consolidate your claims with those of any other person or entity without the Company's prior written consent.

22. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the State of New York, without regard to its conflict of law principles. To the extent that any matter is not subject to arbitration under Section 20, the parties consent to exclusive jurisdiction and venue in the state and federal courts located in Suffolk County, New York.

23. Modifications to These Terms

The Company reserves the right to modify these Terms at any time. Material changes will be communicated by updating the "Effective Date" at the top of this page and, where practicable, by email notice to clients with active cases. Your continued use of the Services after the effective date of any modification constitutes your acceptance of the revised Terms. If you do not agree to the revised Terms, you must discontinue use of the Services.

24. Miscellaneous

Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it enforceable.

Entire Agreement

These Terms, together with our Privacy Policy, the HIPAA Authorization, and the Limited Power of Attorney (LPOA) executed during intake, constitute the entire agreement between you and the Company with respect to the Services and supersede all prior or contemporaneous communications, whether written or oral.

No Waiver

The Company's failure to enforce any right or provision of these Terms shall not constitute a waiver of future enforcement of that right or provision.

Assignment

You may not assign your rights or obligations under these Terms without the Company's prior written consent. The Company may assign its rights and obligations freely, including in connection with a merger, acquisition, or sale of assets.

Relationship of Parties

Nothing in these Terms creates a partnership, joint venture, agency, employment, or franchise relationship between you and the Company. The Company is an independent contractor providing administrative services.

25. Contact Information

For questions regarding these Terms of Service, please contact:

Neurvana AI, LLC / Remedy Support
Email: compliance@remedy.support
Website: https://appeals.remedy.support