Therapy Flow Terms of Service
Last Modified: 16 October 2024
IMPORTANT NOTICE
Therapy Flow (Hone, Inc.) DOES NOT PROVIDE MEDICAL SERVICES OR ADVICE, INCLUDING VIA THE PLATFORM. IF YOU ARE EXPERIENCING A MEDICAL EMERGENCY, CALL 911 IMMEDIATELY.
You acknowledge and agree that:
- Communication through the platform should NOT be used for emergencies.
- Your use of the platform may be subject to a limited free trial period. If you do not enter a subscription plan after the trial, Therapy Flow may terminate your account and access.
Please read these terms carefully before using the services, software, or coaching offered through Therapy Flow.
I. Introduction
These Terms of Service (“Terms”) govern your use of the Therapy Flow platform, including the mobile application (“App”), website (“Platform”), and all associated Software (such as CRM and other tools), Services (such as marketing, advertising, and operational support), and Coaching (such as training and educational services). By accessing or using any of these offerings, you agree to be bound by these Terms, our Privacy Policy. If you do not agree with any of these Terms, you may not use the Platform or associated services.
In these Terms, “you”, “Client” refers to the entity using the Platform, including any healthcare provider organization. “Therapy Flow,” “we,” “our,” and “us” refer to Therapy Flow, Hone, Inc. Any person using the Platform on your behalf must have the authority to agree to these Terms.
II. Access and Account Security
Your use of the Platform, including any software, services, or coaching, is conditioned on compliance with these Terms. You must register for an account and provide accurate information. Keep your username and password secure, and notify Therapy Flow (Hone, Inc.) immediately if there is any unauthorized use. You are responsible for all activity under your account, whether authorized by you or not.
Client Responsibilities:
- User Access Management: Clients must manage access credentials to the CRM, ensuring that only authorized personnel have access. Therapy Flow is not responsible for unauthorized access due to mishandling of credentials by the client.
- Data Backup: Although Therapy Flow will maintain backups of the CRM data, clients are encouraged to maintain their own backup copies of critical business information.
- Notification of Issues: Clients must promptly notify Therapy Flow of any issues with the CRM, services, or coaching programs. This includes downtime, data inaccuracies, or system errors, to allow timely resolution.
Therapy Flow reserves the right to suspend or terminate your account if these Terms are violated.
III. Modification of Terms & Services
Therapy Flow reserves the right to modify these Terms, Services, or Pricing with minimum 7 days’s prior notice. These modifications may include feature updates, pricing changes, or adjustments to service functionalities. Material changes will be communicated via email, SMS, or platform notifications via email and phone given to us during purchase.
Continued use of the platform, software, services, or coaching after the changes are made will constitute your acceptance of the updated Terms.
IV. Platform, Service, and Coaching Usage Limits
Therapy Flow DOES NOT PROVIDE MEDICAL SERVICES OR ADVICE. The platform, including all associated software, services, and coaching, is provided to assist with practice management, communication, client acquisition, and operational support. However, it does not replace medical consultation or advice.
The Platform is to be used only for administrative, marketing, and coaching purposes. It is not intended for use in emergencies, and no communication through the platform should be construed as emergency medical advice.
V. Termination of Services
Therapy Flow may suspend or terminate services, software access, or coaching for any reason, including but not limited to non-compliance with these terms, non-payment, or regulatory changes that make continued service provision unlawful. Therapy Flow will provide at least 7 day’s notice of such termination unless immediate termination is required due to legal obligations or policy violations.
Upon termination, your access to the platform will be revoked, and Therapy Flow will destroy or return any relevant protected health information (PHI) as per HIPAA regulations.
VI. Deliverables: CRM, Marketing Services, Coaching, and Software
A. CRM Software (HIPAA-Compliant Platform)
Therapy Flow provides a HIPAA-compliant CRM software solution for managing patient information, communication, and operational processes. The CRM software is customizable and includes the following:
- Secure communication tools for patients and staff.
- Reporting and analytics to track patient’s intakes and marketing performance.
- Patient marketing automation to streamline patient marketing to first session process.
Client Responsibilities:
- Additional Fees: Access to the software is governed by subscription tiers. Additional features such as advanced reporting, workflow automation, and CRM integrations may incur additional charges.
- Data Accuracy: Clients are responsible for entering accurate and up-to-date patient and business information into the CRM. Therapy Flow will not be liable for errors or issues caused by incorrect or outdated data.
- Compliance with HIPAA: Clients must ensure that all information entered into the CRM complies with HIPAA regulations. They are also responsible for notifying Therapy Flow immediately if any security issues arise on their end.
- System Requirements: Clients are responsible for maintaining their hardware, internet connection, and operating systems to meet the minimum requirements needed to run the CRM effectively. Therapy Flow is not responsible for system failures on the client’s side.
- Third-Party Integrations: Clients using third-party tools integrated into the CRM are responsible for maintaining those connections and ensuring compliance with the third-party service providers’ terms.
- Customization Responsibility: Customization, build out, and deployment of CRM is Client responsibility, any additional work from our team has an additional cost.
Software Modifications and Updates:
- Therapy Flow reserves the right to update the CRM software for security patches, feature improvements, or bug fixes.
B. Marketing and Advertising Services
Therapy Flow provides digital marketing and advertising services that include:
- SEO optimization, website content creation, and social media marketing.
- Google Ads and Meta Ads management to increase your practice’s online visibility.
- Conversion rate optimization (CRO) to improve website engagement.
Scope of Services: Therapy Flow provides marketing and advertising services aimed at helping mental health practices improve their digital presence. These services include SEO management, online advertising (Google Ads, Meta Ads (Add-on)), and conversion rate optimization.
Client Responsibilities:
- Ad Budget Management: Clients must provide accurate ad budget details and maintain sufficient funds in their accounts for running campaigns (e.g., Google Ads, Meta Ads). Therapy Flow is not responsible for campaigns being paused due to insufficient budgets.
- Approval of Marketing Materials: Clients are required to review and approve marketing materials (e.g., ads, content) within a specified timeframe. Delays in approval may result in missed opportunities or delayed campaign launches.
- Ad Account Compliance: Clients must maintain their ad accounts in compliance with platform policies (e.g., Google Ads, Meta Ads) and provide necessary permissions for Therapy Flow to manage these accounts.
- Providing Access: The client is responsible for granting access to their ad accounts, websites, and analytics platforms as requested by Therapy Flow for the purposes of service delivery.
- CRM Build Out: You agree to let us build and manage the opt-in process in the CRM account that comes with your service.
Exclusions and Limitations:
- Therapy Flow does not guarantee specific outcomes (e.g., guaranteed search engine rankings or ad performance), as performance may depend on factors outside Therapy Flow’s control.
- Third-party fees (e.g., advertising budget on Google or Meta) are not included in the subscription price.
C. Coaching Services
Therapy Flow offers tailored coaching programs that include:
- Group coaching sessions focused on practice management, marketing, and operational strategies.
- Access to exclusive resources, including masterclasses, educational content, and private communication channels with Practice Success Managers.
Client Responsibilities:
- Preparation for Coaching Sessions: Clients are responsible for completing any pre-session assignments and attending scheduled coaching sessions on time. Therapy Flow is not responsible for missed sessions.
- Execution of Strategies: Clients are responsible for executing strategies discussed during coaching sessions. Therapy Flow provides guidance but does not perform operational tasks on the client’s behalf.
- Communication: Clients must maintain open communication with their Practice Success Manager (PSM) and other coaches. Timely feedback and updates on the implementation of suggested strategies are expected.
- Access to Coaching Materials: Clients are responsible for accessing and reviewing educational content (e.g., videos, masterclasses) provided as part of the coaching service. Lack of engagement may affect progress.
- Attendance: It is Client responsibility for making time to attend calls.
Coaching and Educational Services: Therapy Flow offers a range of coaching programs tailored to mental health practices. Coaching services include virtual group sessions focused on topics such as practice management, marketing strategies, and operational efficiencies.
Coaching Session Structure:
- Coaching sessions will be scheduled in accordance with the program tier you have subscribed to. Clients will receive access to a private communication channel with their Practice Success Manager (PSM) for ongoing support.
No Guarantees:
- While Therapy Flow provides guidance and strategies based on best practices, success and business outcomes depend on your execution of strategies and external factors. Therapy Flow makes no guarantees of business growth or specific revenue increases as a result of coaching services.
D. Software
Therapy Flow offers software tools that include:
- Listing Sites focused on practice marketing.
- Merchandising Tools focused on practice management and operations
- Resources, including calculators, applications
- And More
Software services are subject to Terms of Services.
VII. Payment Terms & Additional Fees
Service fees are billed according to your subscription plan and may change with prior notice. Therapy Flow will provide a minimum of 1 week’s notice for any pricing updates or changes to services. Additional services such as marketing add-ons or custom CRM configurations are billed separately. You agree to provide accurate billing information and update it promptly.
Additional (Optional) Fees:
| Service Type | Fee Description | Price |
|---|---|---|
| Making Calls [Recommended] | Rebilling for phone usage | $0.035/min |
| Receiving Calls [Recommended] | Rebilling for receiving phone calls | $0.0213/min |
| Text Messages [Recommended] | Rebilling for text messages (segments are 160 characters) | $0.0198/segment |
| Emails [Recommended] | Rebilling for email usage | $0.00175/email |
| LC – Premium Triggers & Actions | Workflow premium actions | $0.025/action |
| Content AI | Content AI usage | $0.9/1000 words, $0.6/image |
| Workflow AI | Workflow AI usage | $0.075/workflow |
| Conversation AI | Conversation AI usage | $0.125/message |
VIII. Deliverable Definitions
| Deliverable | Description |
|---|---|
| HIPAA-Compliant CRM | Access to HighLevel CRM with full HIPAA compliance, ensuring all communications and records meet industry regulations. |
| Practice Snapshot | Therapy Flow’s customized CRM layer tailored to mental health practices, preloaded with templates and configurations specific to this field. |
| Templates | Ready-to-use messaging and funnel templates in your CRM account, designed to optimize patient intake and follow-ups, with flexibility to edit for customization. |
| Advanced Reporting | Access to detailed reporting and analytics that provide insights into your practice’s performance, including data on patient intakes, engagement, and marketing efforts. |
| Reports | Custom reports delivered weekly or monthly, based on program level, showing performance on marketing campaigns, lead conversion rates, and other essential metrics. |
| Knowledge-bases | Comprehensive resource collections, including guides, tutorials, and FAQs, updated regularly based on your program tier, to support CRM usage and practice management. |
| 24/7 CRM Live Chat | Round-the-clock support via chat available when logged in to your CRM account, for resolving CRM-related technical issues, offering real-time assistance for uninterrupted operations. |
| Basic CRM Setup Call(s) | Onboarding assistance with one or more calls to help configure essential CRM elements, such as patient records, automated workflows, and communication tools. |
| Yext Local SEO | Discounted subscription available for Yext Local Listings SEO services, helping practices optimize local search visibility to attract new clients. |
| Community | Access to exclusive online communities, based on your program level, hosted in Circle—allowing you to connect with peers, share knowledge, and gain insights. |
| Coaching Calls | Regular group coaching calls covering topics such as CRM optimization, practice management strategies, and marketing best practices. |
| CRM Bonus Credits | Bonus credits for actions like SMS messaging, call handling, and workflow automation, with pricing based on the CRM Additional Fees schedule. |
| Curriculum(s) | Tier-specific video lessons and guides designed to enhance practice management, operational efficiency, and marketing capabilities. |
| Private Channel | Dedicated private communication channel with your Practice Success Manager (PSM) via Circle, for ongoing guidance and personalized support. |
| Kickoff Call | Initial setup and strategy session with your PSM to help you get started with the CRM and establish key workflows for your practice. |
| Additional State/Location | Custom marketing assets and services for additional locations or states, tailored to either virtual or in-person practices, with discounts for multi-location practices. |
| Additional Subaccount | Set up and configuration of subaccounts to manage multiple locations from a single CRM instance, with templated workflows for consistency. |
| 1-on-1 Time with PSM | Direct access to PSM or industry experts, scheduled based on your program tier, for personalized advice and problem-solving. |
| Call Recordings | Access to a comprehensive archive of coaching call recordings, allowing you to reference past sessions and maintain continual learning. |
| Masterclasses & Vault | Live and recorded masterclasses taught by industry experts, with exclusive offers available only for attendees and access to the vault of past masterclasses. |
| Business Principles | Access to a library of content focused on mindset, leadership, and business mastery—helping you grow your practice with solid business fundamentals. |
| Phone Porting | Management of phone line porting, which can take up to 6 weeks, ensuring seamless transition and integration with your CRM system. SMS may experience 2-hour downtime during the process. |
| Ad Management | Ad management services for Google and Meta (Add-on), with campaign scaling based on budget allocation. Includes audits, strategy refinement, and detailed reporting on performance. |
| Team Access | Extend access to CRM, coaching calls, and resources to your team, enabling role-based leadership within your organization. |
| SEO Management + CRO | SEO and Conversion Rate Optimization (CRO) services designed to boost your website’s search engine rankings and optimize your digital conversion funnel. |
| Custom CRM Builds | Custom CRM solutions built to align with your practice’s specific processes, including intake funnel automation, dashboard creation, AI bot integration, and analytic systems. Includes 2 rounds of revisions and a final training call. |
IX. Data Security and PHI Compliance
Therapy Flow is committed to safeguarding your data and maintaining full HIPAA compliance. We will implement appropriate administrative, technical, and physical safeguards to protect the confidentiality and integrity of any protected health information (PHI) shared with us. Any unauthorized access or breach will be reported in compliance with HIPAA’s breach notification rules.
Client responsibilities:
- Ensure all data shared with Therapy Flow complies with HIPAA standards.
- Notify Therapy Flow immediately if any PHI is compromised on your end.
X. Refunds and Non-Refundable Services
CRM, Services, Coaching and Software, including subscription-based add-on offerings and custom CRM Builds, are non-refundable. Clients are responsible for understanding the billing cycle and commitment period of their subscription plans. Therapy Flow will not issue refunds.
For Services, payment is required upfront, and these Services are non-refundable.
XI. Liability for Third-Party Services
Therapy Flow may integrate or recommend third-party services, such as social media platforms, SEO tools, or cloud hosting solutions. Therapy Flow is not responsible for the performance, security, or compliance of third-party services. If you choose to utilize these services, you are responsible for ensuring their compliance with all applicable laws and regulations, including HIPAA if relevant.
Any issues arising from third-party platforms should be addressed directly with the provider of those services.
XII. Communication and Notification Requirements
Therapy Flow may communicate with you via email, SMS, phone calls, or in-platform notifications regarding updates, billing information, or changes to your services. It is your responsibility to ensure your contact information is up-to-date and that you monitor communications from Therapy Flow.
Failure to maintain accurate contact information may result in missed critical updates, and Therapy Flow is not responsible for any issues caused by this.
XIII. Unsecure Communications
While Therapy Flow offers secure communication channels for handling PHI, certain communication methods such as SMS or email may be unsecure and not HIPAA-compliant. By choosing to communicate via these methods, you accept the risk that unauthorized third parties may intercept sensitive information.
Therapy Flow will not be held liable for any breach of information that occurs through unsecure communications chosen by the client.
XIV. Mutual Non-Disparagement
Both you and Therapy Flow agree not to make any disparaging or defamatory remarks, either publicly or privately, regarding the other party’s services, employees, or business practices. This clause remains in effect for the duration of the relationship and for one year following termination of services.
XV. Mutual Indemnification
Both you and Therapy Flow agree to indemnify, defend, and hold each other harmless from any claims, damages, costs, or expenses, including attorneys’ fees, arising from any breach of these Terms or wrongful acts. This mutual indemnification applies to both parties’ actions or omissions.
XVI. Mutual Limitation of Liability
Neither Therapy Flow nor the client will be liable for any indirect, incidental, or consequential damages, including lost profits or goodwill. The maximum liability for either party in connection with these Terms shall not exceed the total amount paid by the client to Therapy Flow in the 12 months preceding the claim.
XVII. Intellectual Property Rights
All intellectual property related to the Therapy Flow platform, services, and content is owned by Therapy Flow. You are granted a limited, non-exclusive license to use the platform for your internal business purposes. Unauthorized reproduction, distribution, or commercial use of the platform is prohibited.
XVIII. Arbitration and Waiver of Class Claims
By agreeing to these terms, you and Therapy Flow agree to resolve all disputes via binding arbitration under Texas law. You waive the right to participate in class actions or any other form of representative legal action. Disputes will be settled on an individual basis, and arbitration is mandatory for resolving disputes related to this agreement.
