Terms of Service
Important Notice: Binding Arbitration and Class Action Waiver
PLEASE READ THIS SECTION CAREFULLY: You agree that disputes between you and Serent.ai will be resolved by binding, individual arbitration unless you opt out in accordance with the dispute resolution process described in Section 18 below. Unless you opt out of arbitration, you are waiving your right to a trial by jury or to participate as a plaintiff or class member in any purported class action or representative proceeding. If you wish to opt out of arbitration, follow the opt-out procedure specified in Section 18.
Definitions
For purposes of these Terms of Service, the following definitions apply:
“Serent.ai,” “Company,” “we,” “us,” or “our” refers to Serent.ai and its subsidiaries and affiliates
“Customer,” “you,” “your” refers to the healthcare provider, business entity, or individual accessing our Services
“Services” refers to Serent.ai’s multi-agentic healthcare RCM platform, website, mobile applications, software, APIs, and all related online services
“Content” means all material, data, information, software, text, images, and other forms of data or communication
“Your Content” refers to content that you submit, upload, publish, or otherwise make available through the Services
“Protected Health Information” or “PHI” has the meaning set forth in 45 C.F.R. § 160.103
“Customer Agreement” refers to separate service agreements, Business Associate Agreements (BAAs), or other contracts between Serent.ai and healthcare provider customers
“User” means any individual or entity that accesses or uses the Services
1. Acceptance of Terms
1.1 Agreement Formation
These Terms of Service (“Terms”) govern your access to and use of Serent.ai’s multi-agentic healthcare Revenue Cycle Management platform, website, and related services. By clicking “I Accept,” “I Agree,” accessing, or using the Services, you confirm that you have read, understood, and agree to be bound by these Terms.
1.2 Authority to Accept
By accepting these Terms, you represent that you have the legal authority to accept these Terms on behalf of yourself and any entity you represent in connection with your use of the Services. If you do not agree to these Terms, you are not authorized to use the Services.
1.3 Relationship to Customer Agreements
These Terms, along with any applicable Customer Agreements and Business Associate Agreements, form a binding legal agreement. In the event of a conflict between these Terms and a Customer Agreement, the Customer Agreement prevails for healthcare provider customers.
Eligibility and Registration
2.1 Age and Capacity Requirements
You must be at least 18 years old and have the legal capacity to enter into binding contracts. Our Services are designed exclusively for healthcare providers and business operations, not for personal, family, or household purposes.
2.2 Business Eligibility
You represent and warrant that you are not:
A Specially Designated National or other U.S. Department of Treasury denied party
Excluded from federal health care programs or other government programs
Prohibited from using the Services under any U.S. or foreign export law
Engaged in activities that compete directly with our business
2.3 Account Registration
When registering for an account, you agree to:
Provide accurate, complete, and current information
Maintain the security of your passwords and login credentials
Promptly update your contact information to ensure we can reach you
Accept full responsibility for all activities under your account
Not create accounts on behalf of others without proper authorization
3. Description of Services
3.1 Multi-Agentic Healthcare RCM Platform
Serent.ai provides artificial intelligence-powered healthcare Revenue Cycle Management services, including:
Automated claims processing and management
Prior authorization automation
Insurance verification and eligibility checking
Payment posting and reconciliation
Denial management and appeals
Patient communication and scheduling assistance
Healthcare document processing and data extraction
Analytics and reporting capabilities
3.2 Healthcare-Specific Features
Our Services are specifically designed for healthcare providers and include:
HIPAA-compliant data processing and storage
Integration with Electronic Health Records (EHR) systems
Healthcare billing and coding automation
Regulatory compliance monitoring
Clinical documentation improvement
3.3 Service Availability
We strive to maintain high service availability but do not guarantee uninterrupted service. Scheduled maintenance will be communicated in advance through appropriate channels.
4. Acceptable Use Policy (Prohibited Conduct)
4.1 Permitted Uses
You may use our Services solely for legitimate healthcare revenue cycle management purposes in compliance with applicable laws and regulations.
4.2 Prohibited Activities
You agree not to:
Legal and Regulatory Violations:
Use the Services for illegal purposes or in violation of healthcare regulations
Violate HIPAA, HITECH, or other applicable privacy laws
Submit false or fraudulent claims or documentation
Engage in healthcare fraud or abuse
Technical Misuse:
Attempt to gain unauthorized access to our systems or networks
Upload malicious code, viruses, or harmful software
Interfere with or disrupt the Services or our infrastructure
Use automated tools to access the Services without permission
Reverse engineer, decompile, or attempt to extract source code
Content and Communication:
Submit false, misleading, or inaccurate information
Upload content that infringes intellectual property rights
Transmit spam, promotional materials, or unsolicited communications
Share PHI outside of authorized healthcare purposes
Business Conduct:
Resell or redistribute the Services without authorization
Use the Services to compete directly with Serent.ai
Impersonate another person or entity
Violate the rights of patients or other healthcare providers
5. Privacy Policy
Information that we collect and use about you is subject to our Privacy Policy page. By accessing this Site you consent to the collection and use of information as described in our Privacy Policy page, which may be amended by us from time to time.
6. Content Ownership and Intellectual Property
6.1 Our Intellectual Property
Serent.ai owns all rights, title, and interest in the Services, including:
Software, algorithms, and artificial intelligence models
Website design, user interfaces, and graphics
Trademarks, logos, and branding materials
Documentation, training materials, and methodologies
Data analytics and insights derived from aggregate, de-identified data
6.2 License to Use Services
Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Services solely for your healthcare RCM operations.
6.3 Your Content
You retain ownership of content you submit to the Services. By providing content, you grant us a limited license to:
Process and store your content to provide the Services
Use de-identified, aggregate data for service improvement and research
Share your content with authorized service providers as necessary
6.4 Content Representations
You represent and warrant that your content:
Does not violate any laws or third-party rights
Is accurate and not misleading
Includes proper patient consents where required
Complies with all applicable healthcare regulations
7. Compliance, Security and Privacy
7.1 Security Measures
We implement industry-leading security measures, including:
SOC 2 Type II compliance
HIPAA compliance
GCP infrastructure with advanced security features
Multi-factor authentication and encryption
24/7 security monitoring and incident response
7.2 Data Location and Storage
All data is stored exclusively within the United States using HIPAA-compliant cloud infrastructure.
7.3 Data Retention
We retain data according to healthcare provider agreements, legal requirements, and our data retention policies. De-identified data may be retained for research and service improvement purposes.
8. Payment Terms and Billing
8.1 Fees and Payment
Fees for Services are specified in your Customer Agreement or order form. Payment terms, billing cycles, and accepted payment methods are outlined in applicable agreements.
9. Service Level Commitments
9.1 Availability
We strive to maintain the service availability levels specified in Customer Agreements.
10. Third-Party Services and Integrations
10.1 Third-Party Integrations
Our Services may integrate with third-party systems, including:
Electronic Health Records (EHR) systems
Practice management software
Clearinghouses and payers
Payment processors and banking systems
10.2 Third-Party Terms
Your use of integrated third-party services is subject to their respective terms of service and privacy policies. We are not responsible for third-party service performance or data practices.
10.3 API Access
API access may be provided subject to separate API terms and usage limitations.
11. Monitoring and Enforcement
11.1 Service Monitoring
We reserve the right to monitor the Services for:
Security threats and unauthorized access
Compliance with these Terms and applicable laws
Service performance and optimization
Quality assurance and improvement
11.2 Content Review and Removal
We may review and remove content that:
Violates these Terms or applicable laws
Poses security or privacy risks
Contains malicious or harmful code
Interferes with Service operations
11.3 Account Suspension or Termination
We may suspend or terminate accounts for:
Violation of these Terms or Customer Agreements
Non-payment of fees
Security incidents or threats
Legal or regulatory requirements
12. Warranties and Disclaimers
12.1 Limited Warranty
We warrant that the Services will substantially conform to the documentation and perform in accordance with applicable Customer Agreements.
12.2 Disclaimer of Warranties
EXCEPT AS EXPRESSLY SET FORTH IN CUSTOMER AGREEMENTS, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND. WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING:
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE
NON-INFRINGEMENT OF THIRD-PARTY RIGHTS
UNINTERRUPTED OR ERROR-FREE OPERATION
ACCURACY OR COMPLETENESS OF CONTENT OR DATA
12.3 Healthcare Disclaimer
THE SERVICES ARE ADMINISTRATIVE TOOLS AND DO NOT PROVIDE MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT. HEALTHCARE PROVIDERS REMAIN SOLELY RESPONSIBLE FOR ALL CLINICAL DECISIONS AND PATIENT CARE.
13. Limitation of Liability
13.1 Liability Limitations
TO THE FULLEST EXTENT PERMITTED BY LAW, OUR LIABILITY IS LIMITED TO:
DIRECT DAMAGES ONLY (NO CONSEQUENTIAL, INDIRECT, OR PUNITIVE DAMAGES)
THE AMOUNT PAID BY YOU IN THE 12 MONTHS PRECEDING THE CLAIM
A MAXIMUM OF $10,000 FOR ANY SINGLE INCIDENT
13.2 Excluded Damages
WE ARE NOT LIABLE FOR:
LOST PROFITS, BUSINESS INTERRUPTION, OR LOST DATA
CLAIMS PROCESSING ERRORS OR DELAYS
THIRD-PARTY SERVICE FAILURES
FORCE MAJEURE EVENTS
13.3 Healthcare-Specific Limitations
We are not liable for:
Clinical decisions or patient care outcomes
Regulatory fines or penalties imposed on healthcare providers
Loss of provider licenses or accreditation
Patient safety incidents or adverse events
14. Indemnification
14.1 Your Indemnification Obligations
You agree to indemnify and hold us harmless from claims arising from:
Your violation of these Terms or applicable laws
Your content or use of the Services
Patient data breaches caused by your actions
Clinical decisions and patient care
14.2 Our Indemnification Obligations
We will indemnify you for claims that our Services infringe third-party intellectual property rights, subject to the limitations in Customer Agreements.
15. Termination
15.1 Termination Rights
Either party may terminate with notice as specified in Customer Agreements. We may terminate immediately for:
Material breach of these Terms
Non-payment of fees
Security incidents or threats
Legal or regulatory requirements
15.2 Effect of Termination
Upon termination:
Your access to Services will cease
Outstanding fees remain due
Data will be handled according to Customer Agreements
Confidentiality obligations survive
15.3 Data Return and Deletion
We will return or securely delete your data according to Customer Agreement terms and applicable legal requirements.
16. Dispute Resolution
16.1 Informal Resolution
Before initiating formal proceedings, parties agree to attempt good faith resolution through direct negotiation.
16.2 Binding Arbitration
Disputes will be resolved through binding arbitration under the American Arbitration Association’s Commercial Arbitration Rules, conducted in the State of Delaware. Each party bears its own costs unless otherwise awarded.
16.3 Opt-Out Procedure
You may opt out of arbitration by sending written notice to legal@demo.serent.ai within 30 days of accepting these Terms.
16.4 Class Action Waiver
You waive the right to participate in class action lawsuits or representative proceedings against us.
17. General Provisions
17.1 Governing Law
These Terms are governed by the laws of the State of Delaware in the United States of America, without regard to conflict of law principles.
17.2 Entire Agreement
These Terms, together with Customer Agreements and BAAs, constitute the entire agreement between the parties.
17.3 Amendment
We may modify these Terms periodically which will be reflected on our website. Where required by law, material changes will be communicated via email and platform notifications.
17.4 Severability
If any provision is found unenforceable, the remainder of these Terms remains in effect.
17.5 Assignment
You may not assign these Terms without our written consent. We may assign without restriction.
17.6 Force Majeure
Neither party is liable for delays due to circumstances beyond reasonable control, including natural disasters, government actions, or cyber attacks.
17.7 Electronic Communications
You consent to receive communications electronically and agree that electronic signatures have the same legal effect as handwritten signatures.
18. Contact Information
You can contact us at hello@demo.serent.ai if you have any questions.
