Effective Date: 12/5/2025
These Terms of Service ("Terms") describe the conditions under which Willow Life Sciences, Inc., doing business as Neru Health ("Neru," "we," or "us"), provides access to and use of its websites, applications, AI-assisted communication systems, automated support tools, and related technology (collectively, the "Services"). These Services are used both by individuals who interact with Neru directly ("Direct Users") and by individuals whose access is furnished through a healthcare provider, durable medical equipment supplier, pharmacy, clinic, or other enterprise partner ("Customer"). In the latter case, Neru may process information governed by a Business Associate Agreement ("BAA") between Neru and the Customer, including information that constitutes Protected Health Information ("PHI") under HIPAA.
By accessing or using the Services, you acknowledge that you have read and understood these Terms and agree to be bound by them, along with our Privacy Policy, which is incorporated by reference. If you do not agree, you may not use the Services. These Terms do not modify or supersede any Master Services Agreement ("MSA"), Order Form ("Order Form"), or BAA executed between Neru and a Customer. In the event of any conflict, the terms of the applicable Customer agreement govern with respect to Customer-governed users and PHI.
The Services support administrative, educational, and operational workflows relating to patient onboarding, device setup, therapy adherence, troubleshooting, resupply coordination, and patient communication. Although the Services assist in organizing, presenting, and transmitting information, the Services do not provide medical or clinical advice, and no content generated through the Services should be interpreted as a substitute for professional clinical judgment. The Services are not medical devices and are not intended for any purpose that would require evaluation, clearance, or approval by the U.S. Food and Drug Administration, and they must not be used to diagnose, treat, cure, mitigate, or prevent any disease or medical condition. Neru does not practice medicine, nursing, respiratory therapy, or any other licensed healthcare profession, and the Services do not establish a provider–patient relationship. Users must not rely on the Services for medical or clinical guidance and should seek the advice of licensed professionals for any medical questions or concerns.
Certain components of the Services generate artificial intelligence–generated responses ("AI Outputs"), which may include informational prompts, troubleshooting guidance, reminders, summaries, or operational insights. AI systems are inherently probabilistic and non-deterministic, and may produce incomplete, inconsistent, or inaccurate responses, or omit information relevant to a particular context. All AI Outputs must be reviewed by qualified personnel before any action is taken in reliance on them, and no AI Output may be used to make, support, or substitute for clinical decisions, device configuration decisions, diagnostic interpretations, or any other form of medical judgment. Because Neru does not control how Customers or Users apply AI Outputs, each Customer is solely responsible for any decisions, actions, or omissions arising from or related to its use of AI Outputs or other system-generated information. The Services are not intended for regulated clinical decision support or high-risk applications, and Neru assumes no liability for reliance on AI Outputs without the required human oversight.
Users agree to use the Services only for lawful purposes and in compliance with these Terms. Users may not interfere with or disrupt the Services, circumvent security controls, gain unauthorized access to the Services, or otherwise misuse the Services. Users may not attempt to extract source code, reverse engineer any portion of the Services, or use automated mechanisms to scrape or replicate any aspect of the Services. Users are responsible for maintaining the confidentiality of authentication credentials associated with the Services and for all activities conducted through their accounts. Neru is not liable for loss or damage arising from a User's failure to safeguard credentials. Customers are responsible for ensuring that their authorized users comply with these Terms, with the MSA, and with all applicable laws.
By providing a telephone number, email address, or other contact information, you consent to receive operational, informational, and administrative communications through the Services, including communications delivered through automated systems, voice interactions, or AI-assisted functionality. These communications may include onboarding guidance, troubleshooting support, adherence encouragement, and resupply coordination. Users may opt out of SMS communications at any time by replying "STOP," although certain operational or legally required messages may continue. When Neru delivers communications on behalf of a Customer, the Customer is solely responsible for obtaining and maintaining all consents required under the Telephone Consumer Protection Act ("TCPA"), FCC regulations, and applicable state laws. Neru may suspend communications or related functionality if Customer-supplied consent is inadequate.
When Neru processes PHI on behalf of a Customer, such processing is governed exclusively by the applicable BAA, and Neru uses PHI solely to provide the Services in the manner permitted by the BAA and applicable law. Neru does not use or disclose PHI for advertising, marketing, cross-context behavioral profiling, or analytics unrelated to the permitted scope of Services. Users must not transmit PHI to Neru unless authorized under a Customer relationship and permitted by HIPAA and the applicable BAA. Direct Users whose information does not constitute PHI are subject to the practices described in the Privacy Policy.
Neru may create de-identified or aggregated data based on information processed through the Services, including information associated with AI interactions. De-identified data is created in accordance with HIPAA de-identification standards, and once de-identified, the information is no longer PHI. Neru may use de-identified or aggregated data to operate, analyze, research, develop, improve, and enhance the Services and the underlying AI models, to support analytics, and to advance the overall safety, reliability, and performance of the Services. These rights are essential to the operation, improvement, and continuous safety of the Services, and Neru will not attempt to re-identify de-identified information or disclose it in any form reasonably expected to identify a User or Customer.
The Services may change over time as Neru improves or refines functionality. Neru may add, modify, or discontinue components of the Services without liability. Neru strives to maintain reliable performance but does not guarantee uninterrupted availability. Outages, maintenance windows, and interruptions may occur.
Neru owns all right, title, and interest in the Services, including software, algorithms, AI models, user interfaces, workflows, text, and other content. Users receive a limited, revocable right to access and use the Services as permitted by these Terms. Users retain ownership of content they submit to the Services but grant Neru the rights necessary to operate, maintain, and improve the Services, subject to applicable Customer agreements or BAAs.
The Services, including all AI Outputs, are provided "as is" and "as available" without warranties of any kind. Neru disclaims all express and implied warranties, including warranties of accuracy, completeness, reliability, merchantability, fitness for a particular purpose, and non-infringement. Neru does not guarantee error-free operation, continuous uptime, or the accuracy or suitability of AI Outputs for any purpose.
To the maximum extent permitted by law, Neru is not liable for indirect, incidental, special, consequential, punitive, or exemplary damages arising from or relating to the use of the Services or reliance on AI Outputs. Neru is not responsible for harm caused by telecommunications failures, third-party integrations, data inaccuracies, or actions taken in response to system-generated information. No User or Customer may rely on AI Outputs or other system-generated content for clinical, operational, legal, or safety-critical purposes, and Neru assumes no liability for any reliance on such content. For Direct Users, Neru's total liability for any claim relating to the Services shall not exceed fifty U.S. dollars ($50). For Customer-governed users, liability is governed exclusively by the applicable Customer agreement.
Users agree to indemnify and hold harmless Neru from any claims, losses, liabilities, damages, or expenses arising from misuse of the Services, violation of these Terms, failure to obtain required consent for communications, or violation of applicable laws.
Neru may suspend or terminate access to the Services at any time, including where continued use presents legal, security, or operational concerns. Users may discontinue use of the Services at any time. Provisions concerning ownership, disclaimers, limitations of liability, and permitted uses of de-identified data will survive termination.
These Terms are governed by the laws of the State of Delaware, without regard to conflict-of-law principles. Disputes arising out of or relating to these Terms or the Services shall be resolved exclusively in the state or federal courts located in Delaware, unless otherwise required under a Customer agreement.
Neru may update these Terms periodically. Updated Terms will be posted with a revised effective date, and continued use of the Services constitutes acceptance of the updated Terms.
Neru Health
127 Western Avenue
Allston, MA 02134
tech@neruhealth.com