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Telehealth informed consent

Informed Consent to Telehealth Services and Authorization to Use and Disclose Medical Information

Eir Services Group, LLC d/b/a Timber Health

Effective Date: October 01, 2026 | Last Updated: October 01, 2026 | Version 1.6

BY CLICKING "I AGREE," CHECKING A BOX, ELECTRONICALLY SIGNING, CREATING AN ACCOUNT, SUBMITTING AN INTAKE, REQUESTING SERVICES, OR OTHERWISE AFFIRMATIVELY ACCEPTING THIS CONSENT, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREED TO THIS CONSENT. IF YOU DO NOT AGREE, DO NOT USE THE SERVICES.

IF YOU ARE EXPERIENCING A MEDICAL EMERGENCY, CALL 911 OR GO TO THE NEAREST EMERGENCY ROOM. IF YOU ARE EXPERIENCING A LIFE-THREATENING MENTAL HEALTH CRISIS, CONTEMPLATING SUICIDE, OR MAY HARM YOURSELF OR OTHERS, CALL 911 OR CALL OR TEXT THE 988 SUICIDE AND CRISIS LIFELINE AT 988.

1. Important Emergency Notice

  1. The Services are not for medical emergencies, urgent medical conditions, or crisis care. Timber Health is not an emergency response service and messages submitted through the Services may not be reviewed immediately. If you require immediate evaluation, diagnosis, treatment, or intervention, you must seek in-person emergency or urgent care.
  2. Do not use the Services for chest pain, difficulty breathing, symptoms of stroke, severe allergic reaction, overdose, suicidal thoughts, homicidal thoughts, severe psychiatric symptoms, severe infection, severe abdominal pain, uncontrolled bleeding, or any condition that may require immediate in-person care.
  3. If you are experiencing a life-threatening situation, call 911. If you are experiencing a mental health crisis or contemplating suicide, call 911 or 988.
  4. For non-urgent medical questions related to Services, you may communicate through the platform or contact support\@timberhealth.co. For technical failures that prevent communication, contact support\@timberhealth.co or +1 (201) 283-8474.

2. Purpose, Scope, and Relationship to Other Documents

  1. This Authorization to Use and Disclose Medical Information and Consent to Telehealth Services (this "Consent") is intended to:
    1. inform you about telehealth and obtain your informed consent to receive telehealth services from licensed physicians, nurse practitioners, physician assistants, pharmacists, and other licensed or certified health professionals, as applicable (collectively, "Providers");
    2. authorize the use and disclosure of your medical, health, identity, contact, payment, shipping, and account information to coordinate your requested services;
    3. explain that Eir Services Group, LLC d/b/a Timber Health ("Timber Health," "we," "us," or "our") provides non-clinical care-coordination, technology, administrative, customer-support, payment-facilitation, coaching, and educational services, and does not practice medicine, prescribe medications, compound medications, dispense medications, operate a pharmacy, or provide clinical diagnosis or treatment; and
    4. describe material risks, benefits, limitations, alternatives, privacy considerations, and your responsibilities when using telehealth and related remote-care services.
  2. This Consent supplements and should be read with Timber Health's Terms of Service, Privacy Policy, Consumer Health Data Privacy Policy, and any Provider or professional entity Notice of Privacy Practices. Capitalized terms not defined in this Consent have the meaning given in those documents.
  3. In addition, for the treatment program you select, your Medical Group presents its own treatment-specific informed consent — for example, for hormone replacement therapy, GLP-1/GIP medication therapy, sexual health medication therapy, peptide therapy, NAD+ therapy, or medical hair restoration therapy — which you must review and accept before your consultation is scheduled, together with any other product-specific or state-specific disclosures presented to you. If a more specific consent or disclosure applies to a particular program, medication, laboratory service, or provider relationship, the more specific consent or disclosure controls for that subject matter to the extent of any conflict.
  4. By accepting this Consent, you acknowledge that you have had an opportunity to ask questions, that you understand the nature, limitations, benefits, and risks of participating in the Service, and that you voluntarily choose to proceed.

3. Key Parties and Roles

  1. The Services may involve several independent parties. The precise parties may vary by state, clinical program, pharmacy availability, product availability, laboratory availability, and applicable law.
  2. Timber Health. Timber Health provides non-clinical technology, administrative support, care coordination, coaching, customer support, payment facilitation, marketing, educational content, subscription support, and related services. Timber Health does not make clinical decisions, prescribe or dispense drugs, provide medical advice, or control the independent professional judgment of Providers, professional medical entities, laboratories, or pharmacies.
  3. Medical groups and Providers. Licensed Providers, through independent professional entities or provider networks (collectively, "Medical Groups"), are responsible for medical evaluation, diagnosis, clinical decision-making, treatment recommendations, prescription decisions, follow-up requirements, and determinations about whether telehealth is appropriate for you. The Medical Groups and Providers accessible through the Services include the independent licensed clinicians in the Arora Health network.
  4. Pharmacies and compounding facilities. Prescriptions, if any, may be transmitted to licensed pharmacies or licensed compounding facilities (collectively, "Pharmacies") for fulfillment. Pharmacies are independent and are responsible for pharmacy services, compounding, dispensing, counseling, packaging, labeling, shipping, and pharmacy-law compliance. The default integrated Pharmacy for the Services is The Pharmacy Hub, a licensed pharmacy located in Miami, Florida; you always retain the right to choose a different pharmacy, as described below.
  5. Laboratories. Laboratory testing, specimen collection by blood draw at laboratory patient service centers, test processing, and result reporting are performed by independent laboratories (collectively, "Labs"). Labs are responsible for their laboratory services and related legal and regulatory compliance.
  6. Service providers and vendors. Timber Health and the independent parties may use technology vendors, customer support vendors, identity-verification vendors, shipping and logistics providers, payment processors, analytics vendors, and other service providers to provide and support the Services.
  7. You understand that your use of the Services may create a provider-patient relationship with a Provider or Medical Group, but it does not create a provider-patient relationship with Timber Health. Any clinical advice, diagnosis, treatment plan, prescription, laboratory order, medication instruction, contraindication warning, dosage instruction, or follow-up requirement must come from your Provider, Pharmacy, or Lab, as applicable.

4. Programs and Services Covered by This Consent

  1. Depending on availability, your location, applicable law, provider determination, and program eligibility, Timber Health may coordinate or support services relating to hormone optimization and testosterone replacement therapy ("TRT"), weight management, sexual health, hair health, sleep support, NAD+ therapy, peptide therapy, laboratory testing (including standalone lab panels), medication adherence, lifestyle guidance, education, follow-up reminders, pharmacy fulfillment, and related care-navigation support.
  2. Some programs may involve prescription-only products, controlled substances, compounded medications, injectable medications, laboratory testing, biometric or health information, or other services requiring additional disclosures or consents. You agree to review and follow any medication guide, treatment-specific informed consent issued by your Medical Group, lab instructions, injection training materials, pharmacy counseling, Provider instructions, and safety information provided to you.
  3. The Service is not comprehensive primary care, urgent care, emergency care, specialty care, fertility care, oncology care, cardiology care, psychiatric care, substance-use disorder treatment, or a substitute for your relationship with your primary care physician or other treating clinicians. You should continue routine care with your own healthcare providers and should share relevant diagnoses, medications, allergies, labs, side effects, and treatment plans with them.

5. Nature of Telehealth; Consultation Format; Your Right to a Live Video Visit

  1. Telehealth involves the delivery of health care services through electronic communications, information technology, or other remote means when you and your Provider are not in the same physical location. Telehealth may include asynchronous questionnaires, secure messaging, audio communications, video communications, electronic transmission of medical records, photographs, videos, lab results, device data, prescription information, and other personal or health information.
  2. You consent to receive health care services by telehealth from Providers who are licensed or otherwise authorized to provide services in the state or jurisdiction where you are located at the time of the telehealth encounter, subject to applicable law. You understand that telehealth is not appropriate for all conditions and that your Provider may determine that telehealth is not appropriate for you or that an in-person evaluation, local provider visit, additional testing, emergency care, specialist care, or ongoing in-person monitoring is required.
  3. Consultations may be conducted by live (synchronous) audio-video visit or, for certain non-controlled-substance programs in certain states, by asynchronous (store-and-forward) review of your intake questionnaire and records, as permitted by applicable law and determined by your Provider. All controlled-substance care, including TRT, requires a live audio-video visit. Regardless of the consultation format offered to you, you have the right to request a live video visit at any time, at no additional charge, and your Provider may require a live visit or an in-person evaluation whenever the Provider determines it is appropriate. The consultation format available to you is determined by your state, the program, and applicable law.
  4. You may choose to seek care from a provider unaffiliated with Timber Health at any time. You are not required to use the Services, and alternatives may include in-person care, local primary care, urgent care, specialist care, local pharmacy services, or no treatment.

6. Anticipated Benefits of Telehealth

  1. Anticipated benefits of telehealth include:
    1. more convenient access to licensed Providers for appropriate non-emergency health care services;
    2. more efficient intake, messaging, follow-up, prescription coordination, laboratory coordination, and care-plan administration;
    3. the ability to receive certain services from home or another private location;
    4. enhanced continuity through remote follow-up, reminders, coaching, and care coordination; and
    5. the ability to transmit lab results, photographs, documents, and other information to Providers and other parties involved in your care.
  2. No benefit, clinical outcome, diagnosis, prescription, refill, laboratory result, treatment response, weight, body composition, hormone level, sexual-health outcome, performance outcome, wellness outcome, or other specific result is guaranteed.

7. Material Risks and Limitations of Telehealth

  1. Telehealth and remote care involve risks and limitations. These include, without limitation:
    1. telehealth may be insufficient for your condition, and your Provider may not be able to perform a complete physical examination or obtain all vital signs, measurements, labs, imaging, or records needed for diagnosis or treatment;
    2. technical failures, software errors, device failures, internet outages, platform interruptions, audio/video problems, delayed messages, lost transmissions, corrupted data, incomplete records, or cybersecurity incidents may affect care or communications;
    3. a Provider may lack access to your complete medical record, medication history, allergy history, controlled-substance history, lab history, imaging, or local care information, increasing the risk of misdiagnosis, delayed diagnosis, adverse drug interactions, allergic reactions, contraindications, or other judgment errors;
    4. a Provider may determine that your condition is not suitable for telehealth or that additional information, laboratory testing, in-person evaluation, specialist evaluation, or local follow-up is required;
    5. prescription decisions are made solely by Providers in their independent clinical judgment and prescriptions are not guaranteed;
    6. telehealth prescribing may be limited by federal and state law, pharmacy rules, controlled-substance rules, product availability, pharmacy availability, Provider judgment, state scope-of-practice rules, and other requirements;
    7. remote monitoring may not identify all adverse events, changes in medical condition, or safety issues, and delays in responding to symptoms or abnormal labs could result in harm;
    8. electronic communications and data storage involve privacy and security risks, including possible unauthorized access, use, disclosure, or loss of information;
    9. emails, SMS/text messages, phone calls, browser notifications, or other communications may be seen by others who have access to your devices, accounts, or contact information;
    10. some medications, including hormone therapies, compounded preparations, and peptide therapies, may require careful patient selection, laboratory monitoring, side-effect monitoring, and periodic reassessment; and
    11. you may need to seek immediate in-person care if symptoms worsen, side effects occur, lab results are concerning, or your Provider instructs you to do so.

8. Provider Identity, Licensure, and Credentials

  1. Your Provider's name, professional licensure, and credentials are displayed to you at the start of each consultation and are available on request at any time through your account or by contacting support\@timberhealth.co. Providers are licensed or otherwise authorized to provide services in the state where you are located at the time of your encounter, as required by applicable law.

9. Prescriptions, Testosterone, Peptides, Compounded Medications, and Pharmacy Services

  1. Certain Services may involve requests for treatment plans that include prescription products. You understand and agree as follows:
    1. No prescription is guaranteed. A prescription will be issued only if a licensed Provider determines, in the Provider's independent clinical judgment, that the product is medically appropriate, lawful, and available for you.
    2. You may be required to complete identity verification, location verification, intake questionnaires, laboratory testing, follow-up visits, adverse-event check-ins, prescription monitoring program review, or other steps before a Provider issues, continues, modifies, or renews any prescription.
    3. Testosterone replacement therapy and certain related products may be controlled substances or otherwise subject to heightened legal, clinical, pharmacy, and monitoring requirements. Your Provider may require an in-person evaluation, additional testing, or local follow-up, and may decline to prescribe or continue therapy.
    4. Certain peptides, hormone products, or other medications may be compounded. Compounded drugs are prepared by a pharmacy for a specific patient or clinical need and are not the same as FDA-approved drugs. Compounded medications may not have been evaluated by FDA for safety, effectiveness, or quality, and may have different risks, strengths, ingredients, inactive ingredients, stability profiles, storage instructions, or administration instructions than commercially manufactured products.
    5. Pharmacies are independent and are responsible for compounding, dispensing, labeling, packaging, shipping, counseling, product substitutions where permitted, and pharmacy-law compliance. Timber Health does not compound or dispense medications and does not control pharmacy professional judgment.
    6. You may have the right to have a prescription sent to a pharmacy of your choice, subject to applicable law, pharmacy capability, product availability, state restrictions, and Provider instructions. If you choose a pharmacy outside the Services, you may be responsible for coordinating pickup, delivery, payment, and pharmacy communications directly with that pharmacy. The default integrated pharmacy for the Services is The Pharmacy Hub; your pharmacy selection is confirmed before any prescription is transmitted.
    7. Some products may require refrigeration, temperature controls, sterile handling, injection supplies, sharps disposal, specific storage conditions, or other safety precautions. You must read and follow all Provider, Pharmacy, product, packaging, and patient-instruction materials.
    8. You must promptly report side effects, adverse reactions, abnormal symptoms, medication errors, lost or damaged shipments, suspected tampering, recalls, or product-quality concerns to your Provider, Pharmacy, and Timber Health support as appropriate. If symptoms are urgent or severe, seek emergency care immediately.
    9. You acknowledge that Timber Health may facilitate prescription routing and pharmacy coordination, but the Provider determines whether to prescribe and the Pharmacy determines whether and how to fulfill a prescription in accordance with applicable law and professional standards.
  2. TRT may involve risks, including but not limited to acne or oily skin, hair loss, breast tenderness or gynecomastia, infertility, testicular shrinkage, changes in mood or libido, sleep apnea worsening, fluid retention, elevated red blood cell count or hematocrit, blood pressure changes, cholesterol changes, prostate-related monitoring concerns, liver or metabolic concerns, cardiovascular events, injection-site reactions, medication interactions, and risks associated with misuse or supratherapeutic dosing. The specific risks, benefits, alternatives, and monitoring plan should be discussed with your Provider. You agree not to seek TRT for bodybuilding, athletic performance enhancement, non-prescribed purposes, or diversion. You agree not to combine TRT with non-prescribed anabolic steroids, selective androgen receptor modulators, peptides, supplements, or other substances without disclosing them to your Provider. You agree to promptly report side effects, suspected adverse reactions, misuse, loss, theft, or concerns about medication safety.

10. Laboratory Testing and Monitoring

  1. Some Services, including testosterone or hormone-related services, may require or recommend laboratory testing before treatment, during treatment, or as part of ongoing monitoring, and Timber Health also offers standalone lab panels that you may purchase without enrolling in a treatment program. If laboratory testing is offered, required, or purchased:
    1. a Provider will determine whether to order laboratory testing, which tests are appropriate, and whether test results support initiation, continuation, modification, or discontinuation of treatment;
    2. specimens are collected by blood draw at the performing laboratory's patient service center, where the laboratory verifies your identity at check-in; at-home collection kits and mobile phlebotomy are not offered; every test — including a standalone lab panel — is ordered by a Provider licensed in the state where you are located, as an individualized clinical decision: laboratory testing that your treatment program requires is ordered by your treating Provider, and a standalone lab panel is ordered by a physician licensed in your state from the physician group engaged by Junction, our laboratory-services platform, on the basis of your request and intake (in Hawaii, North Dakota, and Rhode Island, laboratory testing that your treatment program requires is ordered by your own outside clinician and you upload the results to your account, where your treating Provider reviews them before your visit; where a program requires laboratory results before treatment, the visit cannot be held until they are on file; in New York and New Jersey, every lab panel — a panel your treatment program requires and a standalone panel alike — is performed and billed by BioReference Laboratories, and Timber Health charges its lab service fee in place of the panel price) and without a visit; results are delivered to you through your account with reference ranges, the ordering Provider reviews critical and abnormal values, will contact you about critical values, and may offer follow-up on abnormal results, and in New York results are released to you under the ordering Provider's consent as state law requires; standalone lab panels are an access and value service, not a diagnosis service, and are not offered in Hawaii, North Dakota, or Rhode Island;
    3. specimen collection may involve risks, including discomfort, bruising, bleeding, fainting, infection, insufficient sample, lost sample, delayed processing, false positive, false negative, inconclusive result, or erroneous result;
    4. you are responsible for following all collection, shipping, fasting, medication-hold, timing, hydration, and preparation instructions, if any;
    5. results may be delayed, may require confirmatory testing, or may require urgent or in-person follow-up;
    6. a Provider may decide not to prescribe, refill, or continue a medication if labs are missing, outdated, abnormal, inconsistent, or clinically concerning; and
    7. you are encouraged to share relevant test results and treatment information with your primary care provider or other personal clinicians.
  2. You authorize Labs, Medical Groups, Providers, Pharmacies, and Timber Health to exchange laboratory-related information as reasonably necessary for ordering, collection, processing, reporting, review, counseling, payment, customer support, follow-up, and legal compliance.

11. Care Team Support, Secure Messaging, and Scheduled Care Check-Ins

  1. Timber Health may provide coaching, care coordination, education, adherence reminders, lifestyle-support content, customer support, and general guidance to help you navigate the Services and implement plans recommended by Providers. Unless expressly provided by a licensed Provider acting within the scope of a provider-patient relationship, Timber Health's coaching and support are not medical advice, diagnosis, treatment, therapy, or a substitute for professional medical care. You should contact your Provider or another qualified health professional with clinical questions.
  2. If Timber Health personnel or contractors help collect information, explain administrative steps, provide general education, coordinate scheduling, route messages, assist with refills, explain non-clinical aspects of a plan, or support adherence, they do so in a non-clinical capacity unless they are separately identified as licensed Providers acting in that clinical role.
  3. Your Clinical Team — your Providers, the medical group's clinical staff, and the pharmacists of the dispensing Pharmacy — provides all medical advice and care; the Care Team (for example, Health & Wellness Coaches and Customer Support Advocates) is non-clinical. As part of the Services, the Care Team supports secure messaging through your account and scheduled care check-ins — typically at approximately 30, 60, and 90 days after treatment begins — to support adherence, answer administrative questions, and route clinical questions to your Provider. Care check-ins are informational care communications, not marketing. Messages sent through the Services may not be reviewed immediately; do not use messaging for emergencies.

12. Authorization to Use and Disclose Medical Information

  1. By accepting this Consent, you authorize Timber Health, Medical Groups, Providers, Pharmacies, Labs, payment processors, identity-verification vendors, shipping and logistics vendors, technology vendors, customer-support vendors, and other service providers involved in the Services to use, receive, create, maintain, process, and disclose information about you as reasonably necessary to provide, coordinate, administer, improve, and support the Services, subject to applicable law and applicable privacy notices.

Information Covered by This Authorization

  1. The information covered by this Authorization may include, to the extent applicable:
    1. identity and contact information, including name, date of birth, email address, phone number, billing address, shipping address, and government-issued identification;
    2. account information, login credentials, device information, IP address, location information, and platform-use information;
    3. intake questionnaires, medical history, symptoms, diagnoses, treatment history, medication history, allergies, contraindications, lifestyle information, physical characteristics, sexual and reproductive health information, endocrine and hormone-related information, testosterone-related information, fertility-related information, peptide-related information, and other health information you provide;
    4. photographs, videos, biometric or identity-verification information, electronic signatures, messages, call recordings or transcripts if used, and customer-support communications;
    5. laboratory orders, lab results, specimen information, vitals, measurements, monitoring information, clinical notes, prescription information, refill information, medication plans, adverse-event information, and treatment-related communications;
    6. payment, billing, transaction, subscription, shipment, fulfillment, and refund information; and
    7. any other information you provide or that is generated in connection with your requested Services.

Purposes of Use and Disclosure

  1. You authorize the use and disclosure of the information described above for the following purposes:
    1. to verify your identity, age, location, eligibility, shipping address, account information, and payment information;
    2. to route your intake and health information to Medical Groups and Providers for medical evaluation, diagnosis, treatment recommendations, prescription decisions, monitoring, follow-up, and related clinical services;
    3. to transmit prescriptions, prescription changes, refills, cancellations, allergy information, contraindication information, laboratory information, and related clinical or administrative information to Pharmacies;
    4. to coordinate laboratory orders, blood draws at laboratory patient service centers, specimen handling, results reporting, and Provider review of laboratory results;
    5. to coordinate fulfillment, packaging, delivery, tracking, temperature-control logistics where applicable, replacement requests, pharmacy counseling, adverse-event reporting, recalls, and product safety communications;
    6. to provide customer support, coaching, adherence reminders, education, administrative support, subscription management, payment facilitation, fraud prevention, account management, and Service-related communications;
    7. to comply with legal, regulatory, licensing, tax, pharmacy, controlled-substance, public-health, safety, audit, recordkeeping, and law-enforcement obligations;
    8. to conduct quality assurance, security, fraud prevention, internal operations, analytics, product improvement, and de-identified or aggregated research, where permitted by law; and
    9. for any other purpose described in applicable privacy notices, authorized by you, or permitted or required by law.

Parties Authorized to Disclose and Receive Information

  1. You authorize the following categories of persons and entities to disclose information to each other as reasonably necessary for the purposes described in this Consent: Timber Health; Medical Groups; Providers; Pharmacies; Labs; collection sites; payment processors; identity-verification vendors; cloud-hosting and technology vendors; customer-support vendors; analytics and security vendors; shipping and logistics providers; professional advisors; regulators and governmental authorities where required or permitted by law; and any other persons or entities you designate or authorize.

Sensitive Information

  1. Depending on the Services you request, the information used or disclosed may include sensitive information, including sexual health, reproductive health, endocrine/hormone information, genetic or biometric information, mental health information, substance-use-related information, HIV/AIDS-related information, sexually transmitted infection information, prescription history, controlled-substance information, and information that could identify that you sought or received health care services. To the extent applicable law requires a separate authorization or consent for specific categories of information, this Consent is intended to serve as that authorization to the maximum extent permitted by law. If a specific separate authorization is required, you may be asked to complete an additional form before Services are provided.

HIPAA, State Law, and Re-Disclosure

  1. Some information used or disclosed in connection with the Services may be protected health information under HIPAA or protected under state medical privacy, consumer health data, pharmacy, laboratory, reproductive health, genetic information, or other privacy laws. Timber Health is not a HIPAA covered entity; it acts as the business associate of the Arora Health Medical Groups under a written business associate agreement for the protected health information it handles on their behalf, and information you provide before care begins is governed by the FTC Health Breach Notification Rule and state consumer-health-data law. Medical Groups, Providers, Pharmacies, and Labs may have separate privacy obligations and Notices of Privacy Practices. Information disclosed under this Authorization may be subject to redisclosure by recipients, and, depending on the recipient and applicable law, may no longer be protected by HIPAA. Timber Health will use and disclose information in accordance with applicable law and its published privacy notices.

Expiration of Authorization

  1. Unless a shorter period is required by applicable law, this Authorization expires on the earlier of: (a) the date you revoke it in writing as described below; (b) the date Timber Health no longer maintains an active account for you and no longer needs the information to provide, administer, document, defend, or comply with legal obligations related to Services already provided; or (c) one (1) year after your last interaction with the Services. Revocation will not affect uses or disclosures made in reliance on this Authorization before the revocation is received and processed, and will not affect uses or disclosures that are permitted or required by law.

13. Privacy, Security, and Electronic Communications

  1. Timber Health and the independent parties involved in the Services use technical, administrative, and physical safeguards designed to protect information. However, no technology, electronic transmission, platform, database, email service, text message, phone service, video service, or device is completely secure.
  2. You consent to receive electronic communications, including messages through the platform, email, SMS/text, phone calls, browser notifications, electronic documents, electronic signatures, laboratory notifications, prescription notifications, pharmacy notifications, shipping notifications, support messages, and other communications related to the Services.
  3. Electronic communications may contain health or medical information. You are responsible for keeping your devices, accounts, passwords, email accounts, phone numbers, and contact information secure and current.
  4. You understand that emails, SMS/text messages, phone calls, and browser notifications may be unencrypted or may reveal that you use the Services. Message and data rates may apply.
  5. You agree to monitor platform messages, emails, texts, phone calls, and other communications. Failure to read or respond to communications may delay care, refills, prescriptions, lab review, shipments, or follow-up.
  6. You should not record telehealth encounters, screen-record sessions, or capture Provider communications unless all parties have provided prior consent and the recording is permitted by law.
  7. Use and disclosure of information is further described in Timber Health's Privacy Policy, Consumer Health Data Privacy Policy, and any applicable Notice of Privacy Practices from Medical Groups, Providers, Pharmacies, or Labs.

14. Your Responsibilities

  1. Your participation in telehealth requires active and truthful cooperation. You agree that you will:
    1. provide truthful, accurate, current, and complete information, including your legal name, date of birth, sex assigned at birth where clinically relevant, contact information, physical location at the time of each encounter, shipping address, payment information, medical history, medication history, allergies, contraindications, prior adverse events, lab history, and other information requested;
    2. not omit information that could affect diagnosis, prescribing, medication safety, laboratory interpretation, side-effect monitoring, or whether telehealth is appropriate;
    3. be physically located in the state you report at the time of each telehealth encounter and promptly update Timber Health and your Provider if your location or shipping address changes;
    4. use the Services only for yourself and not provide information for another person unless you are legally authorized to do so and the Services permit that use;
    5. maintain a primary care provider or other local clinician for routine, preventive, urgent, and in-person care, and seek specialist or emergency care when needed;
    6. follow Provider instructions, Pharmacy instructions, medication labels, lab instructions, storage instructions, injection instructions, dosing instructions, monitoring instructions, and follow-up requirements;
    7. ask your Provider or Pharmacy if you do not understand a diagnosis, treatment option, medication, dose, route of administration, side effect, lab result, monitoring requirement, or instruction;
    8. immediately seek emergency care for severe symptoms or any condition requiring urgent in-person care;
    9. not misuse medications, share medications, sell medications, alter dosages without Provider instruction, use prescriptions for non-medical purposes, or combine medications contrary to Provider instructions;
    10. keep all medications, supplies, syringes, sharps, and health information secure and away from children, pets, and unauthorized persons; and
    11. properly dispose of needles, sharps, expired medications, unused medications, and medication packaging in accordance with law and applicable instructions.

15. Respectful Conduct and Prohibited Uses

  1. You agree to treat Providers, Pharmacists, Labs, Timber Health personnel, and other users respectfully. Abusive, threatening, discriminatory, harassing, fraudulent, obscene, or unsafe conduct may result in suspension or termination of access to the Service.
  2. You agree not to use the Service to obtain medication for another person; divert, resell, share, or misuse prescription products; submit false identity, location, payment, or medical information; interfere with the Service; scrape or reverse engineer the Service; upload malicious code; violate intellectual property rights; or engage in any unlawful conduct.
  3. You understand that Timber Health, Providers, Pharmacies, and Labs may refuse service, cancel orders, suspend accounts, notify authorities, or take other appropriate action if they suspect fraud, diversion, abuse, safety risk, professional misconduct, illegal activity, or violation of applicable terms.

16. Financial Terms; Cash-Pay; No Insurance or Government Program Billing

  1. The Service is generally offered on a cash-pay basis. Timber Health, Providers, Pharmacies, and Labs may not participate in Medicare, Medicaid, TRICARE, Veterans Affairs programs, commercial insurance, or other third-party payor programs for services or products made available through the Service. You are solely responsible for all charges, including care-coordination fees, platform fees, Provider fees, laboratory fees, pharmacy fees, medication costs, shipping, taxes, and any other amounts disclosed at checkout or in program materials.
  2. You agree not to submit, and not to cause Timber Health, Providers, Pharmacies, or Labs to submit, any claim to any federal healthcare program, state healthcare program, commercial insurer, health plan, flexible spending arrangement, health savings arrangement, or other third-party payor unless expressly permitted by applicable law and the relevant party's policies. Any superbill, receipt, or transaction record provided to you does not guarantee reimbursement.
  3. Certain programs or products may be offered on a subscription or recurring-payment basis. By enrolling, you authorize charges to your payment method at the disclosed intervals until canceled in accordance with the applicable subscription terms. Cancellation, refund, replacement, reshipment, and order-modification rights may be limited, especially after clinical review begins, lab services are ordered, medication is compounded, or a prescription product is dispensed or shipped. The complete financial terms for the Services — including subscription, renewal, cancellation, and refund terms, and the automatic full refund where no prescription is issued — are stated in the Timber Health Terms of Service and the Timber Health Refund & Cancellation Policy, each available at https://timberhealth.co. Standalone lab panels are one-time purchases with no automatic renewal; the panel fee is refunded if your specimen is never drawn and retained once it has been collected, and in New York and New Jersey the laboratory bills you directly for every lab panel, including the panels a treatment program requires, with Timber Health's lab service fee charged in place of the panel price (included in the Comprehensive testosterone program price).

17. No Guarantees; Adverse Events; Follow-Up and Emergency Care

  1. No outcome, diagnosis, treatment effect, medication availability, laboratory result, weight, body-composition change, hormone level, symptom improvement, fertility outcome, sexual function, energy level, mood change, athletic performance, appearance change, or wellness result is promised or guaranteed.
  2. You understand that symptoms may not improve, may worsen, or may reflect conditions that require in-person, urgent, emergency, or specialist care. You agree to seek emergency care immediately for chest pain, shortness of breath, fainting, stroke-like symptoms, severe allergic reaction, severe swelling, severe headache, suicidal thoughts, severe psychiatric symptoms, uncontrolled bleeding, symptoms of blood clot, severe infection, or any other concerning or urgent symptoms.
  3. You agree to report adverse events, side effects, medication errors, suspected overdose, pregnancy, new diagnoses, new medications, hospitalization, surgery, abnormal labs, or other relevant changes promptly to your Provider and, if medication or fulfillment is involved, to the Pharmacy as appropriate. You understand that Timber Health support channels are not monitored for emergencies and may not provide immediate responses.

18. Medical Records and Records Access

  1. Provider, Pharmacy, Lab, and Timber Health records may be retained for different periods under applicable law and contract. You may have rights to access, amend, or request copies of certain records from Providers, Pharmacies, Labs, or Timber Health, depending on the type of record and applicable law.
  2. To request copies of your records, submit a request through your account or contact support\@timberhealth.co; requests are routed to the appropriate record holder (Timber Health, your Medical Group or Provider, the Pharmacy, or the Lab) and handled through the established privacy process and applicable law. Your access to your records is preserved after cancellation or termination of your account, as required by law.

19. Withdrawal of Consent and Revocation of Authorization

  1. You have the right to withhold or withdraw consent to telehealth at any time. You also have the right to revoke this Authorization, to the extent the authorization is not otherwise required for Timber Health or the independent parties to complete Services you requested, comply with legal obligations, maintain required records, process payment, document care, defend legal claims, or take actions already taken in reliance on the Authorization. Withdrawing consent or declining telehealth carries no penalty and does not affect any refund to which you are otherwise entitled; the consequence of withdrawal is that the Services, or the affected portion of the Services, can no longer be delivered to you.
  2. To withdraw consent or revoke this Authorization, send written notice to compliance\@timberhealth.co and/or use the mechanism provided in your account. Your withdrawal or revocation will be effective after it is received and processed, except that it will not apply retroactively to prior uses or disclosures, pending fulfillment or safety communications, required recordkeeping, or uses and disclosures permitted or required by law. If you withdraw consent or revoke authorization necessary to provide Services, Timber Health, Medical Groups, Providers, Pharmacies, or Labs may be unable to continue providing or coordinating Services for you.

20. Open Payments Notice and Financial Relationship Disclosures

  1. For informational purposes only, the federal Centers for Medicare and Medicaid Services Open Payments database is a federal tool used to search payments made by drug and medical device companies to physicians and teaching hospitals. The Open Payments database is available at openpaymentsdata.cms.gov.
  2. Timber Health may have contractual or financial relationships with Medical Groups, Providers, Pharmacies, Labs, technology vendors, payment processors, shipping providers, manufacturers, distributors, marketers, or other third parties involved in the Services. Timber Health may receive fees, administrative compensation, service fees, subscription revenue, marketing revenue, or other compensation in connection with the Services. Providers remain responsible for independent clinical judgment, and Pharmacies remain responsible for pharmacy judgment.

21. State-Specific Notices, Complaints, and Medical Boards

  1. Providers are licensed or otherwise authorized by the professional licensing board or authority in the state where they provide professional services to you. If you have a concern about a Provider, you may contact the medical board, nursing board, pharmacy board, behavioral health board, or other applicable licensing authority in the state where the Provider is licensed or where services were provided. You may also raise any concern or complaint directly with Timber Health at support\@timberhealth.co or +1 (201) 283-8474; instructions for contacting the medical board in your state are available through the help center. For California patients, physicians are licensed and regulated by the Medical Board of California.
  2. Certain states require specific telehealth, prescribing, pharmacy, laboratory, privacy, medical-record, patient-rights, financial-interest, or complaint notices. Timber Health may provide additional state-specific notices or request additional consents based on your location, the Provider's location, the type of Services requested, the product involved, or applicable law.

22. Acknowledgment and Consent

  1. By accepting this Consent, you acknowledge and agree that:
    1. You have read and understand this Consent and had the opportunity to ask questions before using the Services.
    2. You consent to receive telehealth services from Providers and understand that telehealth may not be appropriate for all conditions.
    3. You authorize Timber Health and the independent parties involved in the Services to use and disclose information as described in this Consent and applicable privacy notices.
    4. Timber Health is not a medical provider, does not practice medicine, does not prescribe medications, does not compound or dispense medications, and does not control the professional judgment of Providers, Medical Groups, Pharmacies, or Labs.
    5. You understand the potential benefits, risks, and alternatives to telehealth, including in-person care and care outside the Services.
    6. You understand that prescriptions, refills, laboratory orders, treatment plans, medication changes, and continued therapy are not guaranteed and depend on Provider judgment, Pharmacy availability, Lab results, product availability, and applicable law.
    7. You understand that testosterone, peptide therapies, compounded medications, hormone therapies, and related products may involve specific risks, monitoring obligations, contraindications, legal limits, and pharmacy requirements.
    8. You understand that your Medical Group's treatment-specific informed consent for the program you select is presented to you and must be accepted before your consultation is scheduled, and that it controls for its subject matter.
    9. You understand that you may be required to obtain laboratory testing or in-person care before or during treatment.
    10. You understand that messages may not be reviewed immediately and that you must seek emergency or urgent care when appropriate.
    11. You will provide truthful, accurate, current, and complete information and will promptly update information if it changes.
    12. You consent to electronic communications and electronic signatures in connection with the Services.
    13. You understand how to withdraw consent or revoke authorization and that doing so may prevent continued Services.
    14. You are at least eighteen (18) years old or the age of majority in your jurisdiction, whichever is greater, unless the Services expressly permit use by a minor with proper consent.
    15. You are not using the Services for an emergency, urgent medical condition, or crisis situation.
    16. You are financially responsible for the Services and products, and insurance or government-program reimbursement is not guaranteed and may not be available.

23. Electronic Signature and Acceptance

  1. This Consent is accepted electronically. At the time of acceptance, the following are captured and logged with the document version, timestamp, actor, and acceptance surface, so that your acceptance can be reproduced on demand:
User / patient legal nameCaptured electronically at acceptance
Date of birthCaptured electronically at acceptance
State of physical location at the time of consentCaptured electronically at acceptance
Electronic signature / acceptanceCheckbox, e-signature, or clickwrap acceptance
Date and time acceptedTimestamped electronically at acceptance

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Telehealth informed consent | Timber Health