Terms of Service

1. Acceptance of Terms

By accessing or using Ellen (the “Service”), operated by Bodinh LLC (“we,” “us,” or “our”), you agree to be bound by these Terms of Service. If you do not agree, please do not use the Service.

The Service includes features for individual consumers (“Patient Users”) and for licensed healthcare professionals (“Provider Users”). Certain sections of these Terms apply specifically to one user type and are labeled accordingly. Sections not labeled apply to all users.

2. Eligibility and Age Requirement

You must be at least eighteen (18) years of age and have reached the age of majority in your jurisdiction to use the Service. By accessing or using Ellen, you represent and warrant that you meet this age requirement. If you are under 18, you may not use the Service.

If you are using the Service on behalf of another individual (such as a family member or dependent), you represent that you have the legal authority to agree to these Terms on their behalf and assume full responsibility for their use of the Service.

3. Description of Service

Ellen is an educational tool that helps patients understand insurance denial reasons, step therapy requirements, clinical exceptions, and appeal processes. Ellen also offers an appeal letter completeness checker (“Nelle Score”) that uses pattern-matching to identify whether common structural elements are present in your letter (see Section 29 for full details).

Ellen does not provide medical advice, legal advice, or guaranteed outcomes. The information provided is for educational purposes only.

Ellen also provides a dashboard for healthcare providers (“Provider Dashboard”) that offers aggregated, anonymized payer policy intelligence, denial trend analytics, and clinical decision-support tools. The Provider Dashboard does not contain, display, or transmit any individual patient's protected health information (PHI). All data presented in the Provider Dashboard is derived from publicly available payer policies and anonymized, aggregate usage data.

4. Not a Healthcare Provider

Ellen does not diagnose, treat, or prescribe. The Service is not a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified health provider with any questions regarding a medical condition or medication.

5. No Fiduciary Relationship

Your use of Ellen does not create a physician-patient relationship, an attorney-client relationship, a fiduciary relationship, or any other professional relationship between you and Bodinh LLC. Ellen is an educational platform — not a healthcare provider, insurer, pharmacy, law firm, or patient advocate. No duty of care, confidentiality obligation, or professional liability arises from your use of the Service beyond what is expressly stated in these Terms and our Privacy Policy.

6. Not Legal Counsel

Appeal letters and guidance generated by Ellen are educational resources, not legal documents. They do not constitute legal advice. If you need legal assistance regarding an insurance dispute, please consult a qualified attorney.

7. AI-Generated and Automated Content

Certain features of the Service use artificial intelligence and automated systems to generate content, including but not limited to: appeal letters, appeal letter completeness scoring (Nelle Score), lab report value extraction, clinical trial matching, denial explanations, and step therapy summaries.

AI-generated content is provided for educational and informational purposes only. It may contain errors, omissions, or inaccuracies. You are solely responsible for reviewing, editing, and verifying any content generated by Ellen before using it in communications with your insurer, healthcare provider, or any other party.

Ellen's appeal letters are starting points, not finished documents. Any letter generated by Ellen should be reviewed and, where appropriate, edited and signed by your treating physician before submission. Bodinh LLC is not responsible for the outcome of any appeal or communication that incorporates AI-generated content.

8. Data Accuracy

While we strive for accuracy based on published payer policies and formulary data, insurance requirements change frequently. Users should always verify current requirements directly with their insurer. We do not guarantee that the information provided is current, complete, or error-free.

9. Account Registration and Responsibility

To access certain features, you may need to create an account. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to provide accurate and complete information during registration.

9A. Provider User Accounts and Professional Use

If you register for a Provider account, you represent and warrant that:

• (a) You are a licensed healthcare professional, or an authorized representative of a licensed healthcare organization, in good standing in your jurisdiction;
• (b) You will use the Provider Dashboard solely for legitimate professional purposes related to patient care, clinical decision-making, and payer policy research;
• (c) You will not upload, enter, or transmit any individually identifiable patient information or protected health information (PHI) into the Provider Dashboard. The Provider Dashboard is not designed to receive, store, or process PHI;
• (d) You are solely responsible for any clinical decisions made using information obtained from the Provider Dashboard. Ellen does not replace clinical judgment, peer-reviewed medical literature, or payer-specific verification;
• (e) You will not share your Provider account credentials or grant access to unlicensed individuals;
• (f) You acknowledge that data displayed in the Provider Dashboard is derived from publicly available sources and anonymized aggregate data, may not reflect real-time payer policy changes, and should be independently verified before reliance.

Bodinh LLC reserves the right to verify professional credentials and to suspend or terminate Provider accounts that cannot be verified or that violate these Terms.

10. Geographic Restrictions

Certain features of the Service, including lab report upload and analysis, are not available to residents of all U.S. states due to varying consumer health data laws. Currently, lab report upload is not available to residents of the state of Washington, pending compliance with Washington's My Health My Data Act (RCW 19.373).

By accessing geographically restricted features, you represent and warrant that you are a resident of the state you selected during the verification process. Misrepresenting your state of residence — including but not limited to using a VPN, proxy, or other tool to circumvent geographic restrictions — is a violation of these Terms.

If you access restricted features by misrepresenting your location, you assume all responsibility and liability arising from your use. Bodinh LLC disclaims all liability for any consequences resulting from a user's misrepresentation of their state of residence.

11. Lab Report Upload and Health Data

Ellen's lab report upload feature uses artificial intelligence to extract lab values from images you upload. By using this feature:

• You agree to crop or redact all personally identifiable information (name, date of birth, address, Social Security number, insurance ID) from your lab report image before uploading.
• You acknowledge that your uploaded image is processed in real-time by a secure third-party AI service and is immediately discarded after extraction. Ellen never stores, saves, or retains your original lab report image.
• You understand that only the extracted, structured lab values (test names, results, units, and reference ranges) may be saved to help generate appeal letters and, if you opt in, to contribute to anonymized aggregate health intelligence.
• You acknowledge that Ellen is not responsible for any personally identifiable information included in uploaded images that you did not remove prior to uploading.

For full details on how your data is handled, see our Privacy Policy.

12. User-Generated Content

You may submit feedback, comments, or other content through the Service. By submitting content, you grant Bodinh LLC a non-exclusive, royalty-free license to use, modify, and display such content in connection with operating and improving the Service.

13. Intellectual Property

The Service, including its design, text, graphics, interfaces, code, and all related intellectual property, is owned by Bodinh LLC and protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works without our prior written consent.

14. Prohibited Conduct

You agree not to engage in any of the following prohibited activities:

• Scraping and automated access: Using any robot, spider, crawler, scraper, or other automated means to access, extract, index, or collect data from the Service, including but not limited to drug information, payer policies, step therapy data, denial intelligence, clinical exception rules, or appeal letters.
• Reverse engineering: Decompiling, disassembling, reverse engineering, or otherwise attempting to derive the source code, algorithms, data structures, or underlying logic of the Service.
• Commercial exploitation: Copying, reproducing, selling, licensing, distributing, or commercially exploiting any content, data, or materials obtained from the Service without Bodinh LLC's prior written consent.
• Misrepresentation: Impersonating any person or entity, or falsely stating or misrepresenting your identity, credentials, age, or state of residence.
• Interference: Interfering with, disrupting, or imposing an unreasonable burden on the Service, its servers, or connected networks.
• Circumvention: Attempting to bypass, disable, or circumvent any security, access control, or technological protection measures of the Service.
• Competitive use: Using the Service or any data obtained from it to build, train, or improve a competing product or service.
• Unauthorized data export: Downloading, exporting, or systematically extracting data from the Provider Dashboard for the purpose of building or populating a competing database, product, or service.
• PHI submission: Uploading, entering, or transmitting individually identifiable patient information or protected health information into the Provider Dashboard.
• Credential misrepresentation: Registering for a Provider account without valid professional credentials or authorization.

Violation of this section may result in immediate termination of your account and access, and may subject you to civil and criminal liability. Bodinh LLC reserves the right to investigate and pursue legal action for any violations.

15. Third-Party Links and Services

The Service may contain links to third-party websites and services, including but not limited to manufacturer hub programs, copay assistance programs, clinical trial registries (ClinicalTrials.gov), medical literature databases (PubMed), and patient advocacy organizations.

Bodinh LLC does not control, endorse, or assume responsibility for the content, privacy policies, or practices of any third-party websites or services. Your interactions with third-party services are solely between you and the third party. We encourage you to review the terms and privacy policies of any third-party service you access through Ellen.

16. Disclaimer of Warranties

Ellen is provided “as is” and “as available” without warranties of any kind, whether express or implied. We do not guarantee that appeal strategies will result in insurance approval. All information is for educational purposes only. We make no warranty regarding the accuracy, reliability, or completeness of any content.

17. Limitation of Liability

To the fullest extent permitted by law, Bodinh LLC shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss arising from your use of or reliance on the Service. Bodinh LLC is not liable for decisions made based on Ellen's information, including but not limited to medical treatment decisions, insurance appeals, or coverage disputes.

18. Privacy

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect your information.

19. Anonymized and De-Identified Data

By using the Service, you acknowledge and agree that Bodinh LLC may collect, aggregate, de-identify, and anonymize data derived from your use of the Service. De-identified data is data that has been stripped of all personally identifiable information such that it cannot reasonably be linked back to any individual.

Bodinh LLC may use anonymized, aggregate data for any lawful purpose, including but not limited to: research and analytics, improving the Service, generating industry reports, and commercial licensing to third parties such as pharmaceutical companies, healthcare researchers, academic institutions, and policy organizations.

At no time will Bodinh LLC sell, license, or share your personally identifiable health information. Only data that has been fully anonymized and aggregated — making it impossible to identify any individual user — may be used for commercial or research purposes. You may opt out of anonymized data collection at any time through your account settings.

Provider Users accessing the Provider Dashboard acknowledge that all data displayed is anonymized and aggregated. No individually identifiable patient data is accessible through the Provider Dashboard. Provider Users may not attempt to re-identify any anonymized data.

20. Health Data and Advertising

Bodinh LLC does not share, sell, or disclose your personal health information — including your drug searches, denial information, payer data, lab values, or appeal activity — to advertisers, advertising networks, or data brokers for the purpose of targeted advertising.

Ellen does not use tracking pixels, cookies, or similar technologies to share your health-related activity with third-party advertising platforms (such as Meta/Facebook, Google Ads, or similar services) for ad targeting purposes.

Bodinh LLC complies with the FTC Health Breach Notification Rule (16 CFR Part 318). In the unlikely event of a breach of unsecured personally identifiable health information, Bodinh LLC will notify affected individuals and the Federal Trade Commission as required by law.

21. Your Data Rights and Deletion

You have the right to request access to, correction of, or deletion of your personal data at any time by contacting us at hello@ellenrx.com. We will respond to verifiable requests within thirty (30) days.

Personal health data submitted through the Service (such as lab values and appeal information) is automatically encrypted and deleted after ninety (90) days. Notwithstanding the foregoing, audit logs, security incident records, BAA-related records, and other documentation required to be retained under HIPAA or applicable law are retained for a minimum of six (6) years and are not subject to the 90-day deletion policy. Anonymized, aggregate data that has already been de-identified prior to a deletion request is not subject to deletion, as it cannot be linked to any individual.

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA), including the right to know what personal information is collected, the right to delete personal information, the right to opt out of the sale of personal information, and the right to non-discrimination for exercising your rights. Bodinh LLC does not sell personal information as defined under the CCPA. To exercise your California privacy rights, contact us at hello@ellenrx.com.

22. Modification of Terms

We reserve the right to modify these Terms at any time. Changes will be posted on this page with an updated “Last updated” date. Your continued use of the Service after changes constitutes acceptance of the revised Terms.

23. Termination

We may suspend or terminate your access to the Service at any time, with or without cause, and with or without notice. Upon termination, your right to use the Service ceases immediately.

24. Indemnification

You agree to indemnify, defend, and hold harmless Bodinh LLC, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising out of or related to your use of the Service, your violation of these Terms, or your reliance on any information provided by the Service.

25. Cap on Damages

In no event shall Bodinh LLC's total cumulative liability to you for all claims arising out of or related to the Service exceed the greater of (a) the amount you paid to Bodinh LLC in the twelve (12) months preceding the claim, or (b) one hundred dollars ($100).

26. Dispute Resolution and Binding Arbitration

26.1 Informal Resolution. Any dispute arising out of or relating to these Terms, the Service, or your relationship with Bodinh LLC shall first be attempted to be resolved through informal negotiation by contacting us at hello@ellenrx.com. If unresolved within thirty (30) days, either party may initiate binding arbitration.

26.2 Binding Arbitration. Any dispute, claim, or controversy arising out of or relating to these Terms, the Service, or your relationship with Bodinh LLC — including disputes involving Bodinh LLC's officers, directors, employees, agents, affiliates, subsidiaries, and parent companies — shall be resolved exclusively through binding arbitration administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules. Arbitration shall be conducted in the State of Connecticut.

26.3 Class Action Waiver. YOU AGREE THAT ANY DISPUTE RESOLUTION PROCEEDINGS WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. You expressly waive any right to participate in a class action lawsuit or class-wide arbitration against Bodinh LLC or any of its officers, directors, employees, agents, or affiliates.

26.4 Statute of Limitations. Any claim or cause of action arising out of or related to the Service or these Terms must be filed within one (1) year after the event giving rise to the claim. Claims filed after this period are permanently barred.

26.5 Jury Trial Waiver. To the fullest extent permitted by applicable law, you waive any right to a jury trial in connection with any dispute arising under these Terms.

26.6 Survival. This Section 26 survives termination of your account, deletion of your data, or discontinuation of your use of the Service.

27. No Guarantees of Outcome

Ellen provides information to help you understand your insurance denial and potential options. We make no guarantee, representation, or warranty that any appeal will be successful, that any insurance company will reverse a denial, or that any specific outcome will occur. Success rates, if referenced, are based on publicly available data and do not predict your individual outcome.

28. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Connecticut, without regard to its conflict of law provisions.

29. Appeal Letter Completeness Checker (“Nelle Score”)

29.1 Nature of Service. The Nelle Score feature provides an automated completeness check of appeal letter text. It functions like a spellchecker — it identifies whether common structural elements (such as diagnosis codes, treatment history, and clinical language) are present or absent. The Nelle Score is generated through pattern-matching against publicly available payer policy documents. It does not predict, estimate, or assess the likelihood of any appeal outcome.

29.2 Not a Guarantee. A high Nelle Score means your letter includes many elements that payers commonly look for. It does not mean your appeal will be approved. A low score means your letter may be missing common elements. It does not mean your appeal will be denied. Insurance companies make coverage decisions based on clinical review, internal medical policies, individual plan terms, utilization management criteria, and factors that no outside tool can evaluate or predict. No score, grade, color, or other output from the Nelle feature constitutes a guarantee, prediction, or professional assessment of any kind.

29.3 Not Legal or Medical Advice. The Nelle Score does not constitute legal advice, legal representation, medical advice, diagnosis, or treatment recommendations. It is not a substitute for consultation with a qualified attorney, patient advocate, or healthcare provider. If your health or safety depends on obtaining a medication, you should seek professional assistance in addition to using this tool.

29.4 Data Handling. Appeal letter text submitted for scoring is processed entirely in server memory during the request lifecycle. The text is never written to disk, database, or persistent storage of any kind. Letter content is not transmitted to any third-party service, API, or AI model provider. Once the response is returned, all letter content is discarded from memory. Only anonymized metadata (score value, drug name, payer name) is logged for abuse prevention purposes.

29.5 Automated PHI Redaction. Ellen applies a best-effort automated redaction layer to remove personally identifiable information from letter text before scoring, including but not limited to: names, dates of birth, Social Security numbers, member IDs, phone numbers, email addresses, physical addresses, and medical record numbers. Automated redaction is not guaranteed to catch all personally identifiable information. You are strongly advised to remove sensitive personal information from your letter before submitting it for scoring. Clinical content (drug names, diagnoses, lab values, treatment durations) is intentionally preserved as it is necessary for accurate completeness checking.

29.6 User Acknowledgment. By using the Nelle scoring feature, you acknowledge and agree that: (a) the score reflects letter completeness only and does not predict appeal outcomes; (b) you will not rely solely on the Nelle Score when making decisions about your healthcare or insurance appeals; (c) you have the right to submit the letter content for processing; and (d) if you submit a letter authored by your healthcare provider, you represent that you have authorization to use the letter for the purpose of evaluating and filing your appeal.

29.7 Minor Children. If you submit an appeal letter on behalf of a minor child, you represent that you are the child's parent or legal guardian and consent to the transient processing of the letter content as described in this section.

29.8 Limitation of Liability. Bodinh LLC is not liable for any decisions made in reliance on the Nelle Score, including but not limited to: appeal strategy, timing of filing, choice to pursue or not pursue an appeal, or any adverse health outcome. The maximum liability of Bodinh LLC for the Nelle scoring feature shall not exceed the fees paid by you for the feature (currently $0).

30. Bill Audit Tool

The EllenRx bill audit tool provides automated analysis of medical bills for educational and informational purposes only. EllenRx is not a medical billing advocate, law firm, or licensed professional service.

Dispute letters generated by this tool are informational starting points, not legal documents. You are responsible for reviewing and customizing any correspondence before sending it to a provider or insurer.

By submitting a bill for analysis, you represent and warrant that:

• You have removed all personally identifiable information
• You have the legal right to share the billing information
• You understand this is not medical or legal advice

EllenRx does not pay, negotiate, or settle medical bills on your behalf. Submitting a bill to EllenRx does not transfer any payment obligation. You remain solely responsible for all charges owed to your healthcare provider.

EllenRx is not liable for billing outcomes, provider responses, or any decisions made based on our analysis. Use of this tool does not create a professional-client relationship of any kind.

LIMITATION OF LIABILITY: In no event shall EllenRx be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the bill audit tool.

30A. Provider Dashboard

The Provider Dashboard and LMN Builder enable licensed healthcare professionals to submit Protected Health Information (PHI) in connection with patient care services, including the generation of AI-assisted Letters of Medical Necessity. Because Bodinh LLC receives and processes PHI on behalf of Covered Entities in connection with these features, Bodinh LLC acts as a Business Associate under HIPAA (45 CFR §§164.502(e), 164.504(e)).

Before accessing the Provider Dashboard or LMN Builder, Provider Users must accept Ellen's Business Associate Agreement (/baa), which governs how PHI is used, protected, and disclosed. The BAA is incorporated into these Terms of Service by reference.

The Provider Dashboard does not provide medical advice, clinical guidelines, or utilization review. Bodinh LLC is not responsible for clinical decisions, prescribing decisions, prior authorization strategies, or appeal outcomes based on information accessed through the Provider Dashboard. Healthcare providers are solely responsible for exercising independent professional judgment and for reviewing all AI-generated content before use.

31. Contact

If you have questions about these Terms, please contact us at hello@ellenrx.com.

Bodinh LLC