Last updated: October 23, 2026
These Terms and Conditions (the “Terms”) govern your access to and use of Welle Health (“Welle”), including the platform at app.wellehealth.com, the Welle mobile apps, and the products and services delivered through them (together, the “Service”). The Service is operated by Medis Labs, Inc., a Delaware corporation (“Welle,” “we,” “us,” or “our”). The technology platform underlying the Service is provided by Medis Labs, Inc., a Delaware corporation (“Medis Labs”), which also coordinates laboratory testing available through the Service.
Scope of these Terms. These Terms apply only to the Service. They do not apply to any marketing website, blog, social media presence, or other property operated by Welle separately from the platform at app.wellehealth.com, which is governed by its own terms.
By creating an account, enrolling in a Membership, or otherwise using the Service, you agree to these Terms and acknowledge our Privacy Policy and Consumer Health Data Privacy Policy. If you do not agree, do not use the Service.
The Service brings together several independent companies. Each is responsible only for its own part:
None of these companies is an employee, agent, or partner of another, and none is responsible for the services of the others.
Third-party terms. Services provided by third parties, including Quest Diagnostics, Labcorp, OpenLoop and the Medical Groups, Stripe, and our phlebotomy, pharmacy, and imaging partners, are subject to those parties’ own terms and privacy policies. By using those services through the Service, you agree to their terms.
Changes to the Service. The Service is evolving. We may add, change, or remove features at any time, and some features are not available in every state.
Welle and Medis Labs do not practice medicine and do not provide medical advice, diagnosis, or treatment. Nothing in the Service is medical advice from either of them, and using the Service does not create a provider-patient relationship with either of them. Health information, reports, reference ranges, and AI-generated content in the Service are general information only.
All clinical services are provided by the Medical Groups and their Healthcare Providers, who exercise independent clinical judgment. Neither Welle nor Medis Labs controls or interferes with that judgment. Before you receive clinical services, you will be asked to accept the Clinical Documents. They are agreements between you and OpenLoop or the Medical Groups, and they govern your clinical care, including telehealth, documentation technology, prescribing, and how your medical information is used under HIPAA. If these Terms conflict with a Clinical Document on a clinical matter, the Clinical Document controls. We cannot grant or change clinical consents on the Medical Groups’ behalf, and using the Service is not itself clinical consent. Welle and Medis Labs are third-party beneficiaries of the Clinical Documents and may enforce them.
Visits may be conducted using an electronic health record and visit tools provided by Medis Labs, or using systems operated by OpenLoop or the Medical Groups. When a visit uses Medis Labs’ tools, with your consent under the Clinical Documents, they use AI-enabled transcription and ambient documentation (“Documentation Technology”) to help your Healthcare Provider create clinical notes and summaries. Audio is processed in real time and is not retained by Medis Labs or its vendors. The text transcript is kept only as long as needed for quality review, such as checking that clinical notes are accurate, and then deleted, unless applicable law, a legal hold, or agreements with the Medical Groups require it to be kept longer. Your Healthcare Provider reviews and approves all documentation before it becomes part of your medical record and remains responsible for its clinical content.
Medis Labs handles this information on behalf of the Medical Groups as their business associate under HIPAA (see Section 12). Visits conducted on OpenLoop’s or the Medical Groups’ own systems are governed by the Clinical Documents and their practices.
Healthcare Providers are not your primary care provider, and the Service is not for urgent or emergency care. Messages to Healthcare Providers are not monitored continuously. Keep a relationship with a primary care provider, and always consult a qualified clinician before starting, changing, or stopping any treatment, medication, supplement, diet, or exercise program.
The Service may include a non-clinical care team, such as member support specialists, health coaches, and dietitians. The care team provides operational support and general education only. It does not provide medical advice and does not create a provider-patient relationship.
If you choose to share lab results or other information from the Service with others, such as your own doctor, an insurer, or an employer, we have no control over how they use it. Information you share with a healthcare provider may become part of that provider’s medical records.
To use the Service, you must:
We may verify eligibility and may suspend or close accounts that don’t meet these requirements.
We offer one or more Plans, each with its own features, included Lab Services, consultations, and pricing, as described in the Service when you enroll. Your Plan’s details form part of these Terms.
Unless your Plan says otherwise, a Membership does not include additional or specialty lab panels, imaging, supplements, consultations beyond your Plan’s cadence, letters of medical necessity, or prescription medications. These are available as A La Carte Services or, for medications, through a Treatment Plan.
Some Lab Services, tests, treatments, and features are not available in every state, and some may cost more in certain states, such as New York and New Jersey, because of state rules. We show state-specific information before you enroll or buy. If a state limit affects something included in your Plan, we may substitute a comparable service or give a partial credit or refund.
Enrolling in a Treatment Plan does not guarantee a prescription. Whether any medication is appropriate, and its dose and duration, are decided solely by a Healthcare Provider, who may decline, change, or stop treatment at any time. Medications are prescribed by the Medical Groups and dispensed by licensed pharmacies; neither Welle nor Medis Labs prescribes, dispenses, or sells prescription medications. If a prescription is issued, you may fill it through a partner pharmacy or at any pharmacy you choose. Prescriptions filled through partner pharmacies do not use child-resistant packaging unless the law requires it. Some medications are compounded, which means they are not approved by the FDA, and the FDA does not review them for safety, effectiveness, or quality. Medication images in the Service are illustrative only. Treatment Plans are billed on a recurring basis until you cancel, and a charge may occur on your billing schedule whether or not you have requested a refill.
You may buy services and products directly, or from options your care team makes available to you. Either way, you make the purchase yourself, and your purchase does not override a Healthcare Provider’s clinical judgment about what is appropriate for you.
Membership fees are charged in advance at the start of each Billing Period. A La Carte Services are charged when you buy them. Fees are disclosed before you enroll or buy and do not include applicable taxes.
All payments are processed through Stripe using a merchant account of OpenLoop:
Charges appear on your card statement under Welle, OpenLoop Healthcare Partners PC, or a similar name. If you don’t recognize a charge, contact [email protected] before disputing it with your bank.
BY ENROLLING IN A MEMBERSHIP, TREATMENT PLAN, OR OTHER RECURRING SERVICE, YOU AUTHORIZE Welle, OPENLOOP, AND THEIR PAYMENT PROCESSOR TO CHARGE YOUR PAYMENT METHOD AT THE THEN-CURRENT RATE FOR EACH BILLING PERIOD UNTIL YOU CANCEL. You agree to keep a valid payment method on file. Full card numbers are handled by the payment processor under PCI DSS standards and are not stored by us.
If a charge fails, we may retry it, ask you to update your payment method, suspend or end your Membership, and, where the law allows, charge a reasonable failed-payment fee. You remain responsible for amounts owed.
We will give you at least 30 days’ notice by email or in-app message before a price increase affects your Membership. The new price applies from the first Billing Period that starts after the notice period. You may cancel before it takes effect.
Promotions, discounts, and trials have their own terms. Unless stated otherwise, they are limited to one per member, can’t be combined, and may change or end at any time. For a free trial or introductory offer, we disclose the trial length, the price afterward, and the date of the first full charge when you enroll. Cancel before the trial ends to avoid that charge.
Amounts owed for the Service are not covered by health insurance, Medicare, Medicaid, TRICARE, or any other payor program. You pay on a cash basis, and we do not bill insurers, file claims, or accept assignment of benefits.
Some charges may be eligible for HSA or FSA payment; your plan administrator decides eligibility. You can request an itemized receipt at [email protected] or in your account. HSA and FSA cards can’t be used for prescription medications through the Service.
Everything sold through the Service is a physical product or a service performed outside the app, such as lab draws, telehealth visits, and scans. Payments are processed through Stripe, not through Apple, Google, or any other app marketplace, and app marketplaces are not parties to any transaction.
Your Membership renews automatically at the end of each Billing Period for the same length of time, at the then-current price, until you cancel. Your renewal date is shown under My account > View subscriptions. For annual Memberships, we send a reminder at least 15 days before renewal.
You can cancel anytime:
You never need to call us or go through a retention process to cancel.
Cancellation takes effect at the end of your current Billing Period, and you keep access until then. It stops future charges but doesn’t reverse charges already made.
You can rejoin anytime at the then-current price. Earlier pricing or terms may no longer be available.
Except as stated in this Section 8 or required by law, all sales are final.
If you cancel within 7 days of first enrolling, and no Lab Service has been scheduled or collected, no consultation has taken place, and no prescription has been written or filled, you may request a full refund of the Membership fee at [email protected]. Annual renewal fees are not refundable except as required by law.
Otherwise, Lab Service fees are non-refundable, including because of dissatisfaction with results.
Consultation fees are not refundable once the consultation has occurred. Reschedule at least 24 hours ahead; late cancellations and no-shows may incur a fee of $50 to $250, disclosed when you schedule.
Medications, including compounded medications, are not refundable once dispensed or shipped. Cancellations before dispensing, and dispensing errors, are handled by the dispensing pharmacy under its own policies.
If a Healthcare Provider decides you are not eligible for a treatment before services begin, you may choose either a full refund of the affected Membership or A La Carte fee for that billing cycle, or an equal account credit usable for 12 months. This excludes lab work already performed and the evaluation that led to the decision, unless that evaluation was included in your Plan. Services begin when the first specimen is collected, the first consultation is completed, or the first prescription is written, whichever comes first. After services begin, Sections 8.3 to 8.6 apply.
Any refund or cancellation rights your state provides, such as a cooling-off period, apply in addition to this Section 8.
Refunds go to your original payment method and usually appear within 5 to 10 business days.
Lab Services are coordinated by Medis Labs and performed by independent laboratories, such as Quest Diagnostics and Labcorp, through in-home phlebotomy, partner facilities, or at-home kits. Schedule your collection within the timeframe in your Plan or order, or you may forfeit the included test. Phlebotomy appointments can be rescheduled at least 24 hours ahead; late cancellations and no-shows may incur a partner fee. At-home kits must be activated within the stated period, usually 12 months.
Results are delivered to you through the Service under the Request for Release of Laboratory Results you accept when ordering, which names Medis Labs as your agent to receive them. Your ordering Healthcare Provider receives them first or at the same time, and the Medical Group will contact you about critical results under applicable clinical standards. You are responsible for reviewing your results and following up with your own clinicians. Viewing results can’t be undone and may be upsetting.
Results and other data you upload, including from wearable devices, are not automatically reviewed by a clinician.
Some tests, such as the Galleri® Multi-Cancer Early Detection Test and genetic tests, require a separate consent with the testing laboratory or Medical Group before they can be ordered. Each test-specific consent is an agreement between you and that laboratory or Medical Group, with Welle and Medis Labs as third-party beneficiaries. Medis Labs keeps a record of your acknowledgment as the law and its laboratory agreements require. Genetic results can’t be unlearned and may reveal unexpected information, so consider talking with a genetic counselor.
Your Plan sets the number and timing of included consultations; unused consultations don’t roll over unless your Plan says so. Specific Healthcare Providers are not guaranteed, and Healthcare Providers may decline requests outside the scope of the Service, including primary, urgent, or emergency care.
We may arrange imaging and functional testing, such as DEXA body composition scans through BodySpec, Inc., performed by independent facilities. These are A La Carte Services unless your Plan includes them. For DEXA scans:
Terms for other facilities are shown when you order. If a scan or test is declined for clinical or regulatory reasons before it takes place, you receive an account credit usable for 12 months.
The Service may offer supplements and other health and wellness products.
How we collect, use, and share personal information is described in our Privacy Policy and Consumer Health Data Privacy Policy. Welle and Medis Labs are not HIPAA covered entities. The Medical Groups are, and their Notice of Privacy Practices governs medical information used for your care. Where Welle or Medis Labs handles protected health information on behalf of the Medical Groups, including through the electronic health record and Documentation Technology, it does so as a business associate under HIPAA.
Electronic notices. You agree to receive notices and disclosures from us electronically, including by email, in-app message, and push notification, and agree that these satisfy any requirement that they be in writing. Account, billing, and care-related notices can’t be turned off while you have an account.
Text messages. We send two kinds of texts, each only with the consent you give when you add your phone number:
For both: message frequency varies, and message and data rates may apply. Reply STOP to any text to stop texts from that number, or HELP for help. Carriers are not liable for delayed or undelivered messages. Texts are not fully secure. The Medical Groups may also text you under their own Clinical Documents.
Promotional emails. We may send promotional emails, which you can unsubscribe from at any time. Promotional messages are based only on your contact details and marketing choices, never on your health information.
Email security. Email is not encrypted by default, so avoid including sensitive information in emails to us.
The Service may include an AI-powered assistant and other AI features, as described in our Privacy Policy. AI features provide general information only. They are not a medical professional, and their responses may be inaccurate, incomplete, or out of date.
The Service and its content, software, and design belong to Medis Labs, Inc., Medis Labs, or their licensors and are protected by intellectual property laws. Brand names and logos may not be used without permission.
As long as you follow these Terms, we grant you a limited, personal, non-exclusive, non-transferable, revocable license to use the Service for your own non-commercial purposes. We reserve all rights not expressly granted to you.
You own the content you submit to the Service. You grant Medis Labs, Inc. and Medis Labs a non-exclusive, royalty-free license to host, store, process, and display your content as needed to provide and support the Service for you, and to create de-identified or aggregated data, which may be used to operate, improve, and develop the Service and Medis Labs’ technology. We will not use your content, or identify you, in marketing without your separate consent. You confirm that you have the rights needed to submit your content.
If you send us feedback or suggestions, we and Medis Labs may use them freely and without any obligation to you, and we do not have to keep them confidential.
If you believe content available through the Service infringes your copyright, send a notice under the Digital Millennium Copyright Act to our designated agent at [email protected]. Your notice must include the information required by 17 U.S.C. § 512(c)(3). We respond to properly submitted notices as the DMCA requires.
You agree not to:
You also confirm that you are not located in a country subject to comprehensive U.S. sanctions and are not on any U.S. government restricted-party list. We may investigate suspected violations and suspend or close accounts.
If you download a Welle mobile app (a “Mobile App”), we grant you a limited, revocable, non-exclusive, non-transferable, non-sublicensable license to install and use it on a device you own or control, for your personal, non-commercial use of the Service under these Terms and the usage rules of the app store you got it from.
If you download a Mobile App from the Apple App Store:
If you download a Mobile App from Google Play:
App stores may change their terms or technical requirements, and we may update the Mobile Apps to comply. Additional terms from a device maker or app store not listed above may apply.
You may stop using the Service at any time. To cancel your Membership, follow Section 7. Closing your account does not by itself entitle you to a refund; Section 8 governs refunds.
We may suspend or end your access or Membership, with or without notice, for reasons including unpaid charges, violations of these Terms, harmful, unlawful, or abusive conduct (including toward our staff, Healthcare Providers, or partners), extended inactivity, or our discontinuing the Service, your Plan, or an agreement with a key partner. Any refunds follow Section 8 and applicable law.
Your right to use the Service ends. Sections that by their nature should continue, including Sections 12, 15, and 19 through 23, survive. Access to your records continues as the law requires.
THE SERVICE AND ALL CONTENT ARE PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE FULLEST EXTENT PERMITTED BY LAW, Medis Labs, Inc., MEDIS LABS, AND THEIR AFFILIATES, LICENSORS, AND SERVICE PROVIDERS (TOGETHER, THE “SERVICE PARTIES”), AND THE THIRD PARTIES PROVIDING SERVICES THROUGH THE SERVICE, DISCLAIM ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.
WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, OR THAT ANY CONTENT, INCLUDING HEALTH-RELATED, AI-GENERATED, OR THIRD-PARTY CONTENT, IS ACCURATE, COMPLETE, OR CURRENT. YOU USE THE SERVICE AT YOUR OWN RISK. CONSULT A QUALIFIED HEALTHCARE PROFESSIONAL BEFORE MAKING ANY HEALTH DECISION.
TO THE FULLEST EXTENT PERMITTED BY LAW, THE SERVICE PARTIES WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS OR LOST DATA, ARISING OUT OF OR RELATING TO THE SERVICE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
TO THE FULLEST EXTENT PERMITTED BY LAW, THE SERVICE PARTIES’ TOTAL LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE GREATER OF (A) US$100 OR (B) THE AMOUNTS YOU PAID FOR THE SERVICE IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.
ANY CLAIM ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE MUST BE BROUGHT WITHIN ONE YEAR AFTER IT AROSE, OR IT IS PERMANENTLY BARRED.
SOME JURISDICTIONS DO NOT ALLOW CERTAIN EXCLUSIONS OR LIMITATIONS, SO SOME OF THIS SECTION MAY NOT APPLY TO YOU. IN THOSE JURISDICTIONS, LIABILITY IS LIMITED TO THE FULLEST EXTENT THE LAW ALLOWS.
PLEASE READ THIS SECTION CAREFULLY. IT REQUIRES YOU AND Welle TO RESOLVE DISPUTES THROUGH BINDING INDIVIDUAL ARBITRATION RATHER THAN IN COURT, AND IT WAIVES YOUR RIGHT TO TAKE PART IN A CLASS ACTION.
Before starting arbitration, send a written notice of dispute to [email protected] with your name, address, account email, a description of the dispute, and the relief you want. We will send any notice of dispute to you at the email address on your account. If we can’t resolve the dispute within 30 days, either of us may start arbitration.
Any dispute, claim, or controversy arising out of or relating to these Terms or the Service (a “Dispute”), including any Dispute involving Medis Labs that relates to the Service and any Dispute about whether this Section applies or is enforceable, will be resolved by binding individual arbitration administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules. The arbitration will take place in the county of Medis Labs, Inc.’s principal place of business, unless that is more than 100 miles from your residence, in which case you may choose a location within 100 miles of your residence or a remote hearing. The arbitrator’s decision is final and binding and may be entered as a judgment in any court with jurisdiction.
YOU AND Welle MAY BRING CLAIMS AGAINST EACH OTHER ONLY IN AN INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY CLASS, COLLECTIVE, OR REPRESENTATIVE PROCEEDING. THE ARBITRATOR MAY NOT CONSOLIDATE MORE THAN ONE PERSON’S CLAIMS OR PRESIDE OVER ANY REPRESENTATIVE PROCEEDING.
Either of us may bring an individual claim in small-claims court if it stays there and proceeds individually. Either of us may also seek temporary or preliminary injunctive relief in court for claims involving intellectual property, unauthorized access, or violations of the Computer Fraud and Abuse Act. If a claim for public injunctive relief cannot be arbitrated under applicable law, that claim will be severed and decided in court only after the individual claims have been resolved in arbitration.
You may opt out of this Section 21 by emailing [email protected], with the subject line “Arbitration Opt-Out,” within 30 days of first accepting these Terms. Include your name, address, and account email. Opting out does not affect any other part of these Terms.
AAA’s fee schedules govern arbitration fees. If you show that arbitration costs would be prohibitive compared with going to court, we will pay as much of your filing and hearing fees as the arbitrator considers necessary to prevent that. Otherwise, each party pays its own attorneys’ fees, unless the law requires otherwise.
To resolve coordinated mass filings efficiently, you and Welle agree to the following:
(a) Mass Filing. If 100 or more demands for arbitration asserting the same or substantially similar facts or claims, and seeking the same or substantially similar relief, are submitted to AAA against Welle, Medis Labs, or their affiliates by or with the assistance or coordination of the same law firm, organization, litigation funder, or similar coordinator, those demands together are a “Mass Filing.”
(b) Batched administration. AAA will administer a Mass Filing in batches of 100 demands, with any remainder forming a final batch of fewer than 100. Only one batch will be filed, processed, and adjudicated at a time, with one arbitrator designated for each batch under AAA’s selection procedures. No demand in a Mass Filing may be filed, processed, or adjudicated until the prior batch has been finally adjudicated or otherwise resolved.
(c) Filing fees. Filing fees for a demand in a Mass Filing, including fees owed by us and by claimants, are due only once that demand is included in a batch properly designated for filing. You and we agree to accept AAA’s determination of applicable fees, including any fee reductions AAA makes in its discretion when administering a Mass Filing.
(d) Sequential resolution. Batched proceedings will continue until every demand in the Mass Filing has been adjudicated or otherwise resolved. Arbitrators for each batch will be selected under AAA’s rules, and each arbitrator will determine the location of the proceedings under Section 21.2 as applied to that batch.
(e) Mediation after the first batch. After the first batch is adjudicated, the results will be provided to a single AAA mediator, selected from a panel proposed by AAA, with each side able to strike one mediator and rank the rest. The mediator will work with us and counsel for the remaining claimants to resolve the remaining demands. The parties will have 90 days after the mediator’s appointment (the “Mediation Period”) to agree on a resolution or a method for resolving the remaining demands. If they don’t agree, we or any remaining claimant may, by written notice within 60 days after the Mediation Period ends, opt out of arbitration for the remaining demands and proceed in a court of competent jurisdiction. Opting out under this Section 21.7(e) does not opt out of the class-action waiver in Section 21.3, which continues to apply.
(f) Cooperation. You and we agree to cooperate in good faith with each other, AAA, and any arbitrator or mediator to carry out this batched process. Any disagreement about whether this Section 21.7 applies to particular demands, or about how batching should work, will be resolved by a procedural arbitrator appointed by AAA.
(g) Severability and effect. This Section 21.7 is integral to Section 21 as applied to a Mass Filing. If it is found invalid, unenforceable, or illegal as applied to a Mass Filing, Section 21 will not apply to that Mass Filing, and neither we nor the claimants in it may arbitrate those claims. This Section 21.7 does not authorize class arbitration, private attorney general arbitration, or arbitration of joint or consolidated claims of any kind, except as expressly stated above.
To the fullest extent permitted by law, you agree to defend, indemnify, and hold harmless the Service Parties, the Medical Groups, the Healthcare Providers, and our laboratory and pharmacy partners, and their officers, directors, employees, and agents, from any claims, damages, losses, and expenses (including reasonable attorneys’ fees) arising out of your misuse of the Service, your violation of these Terms or any law or third-party right, or content you submit. We may take over the defense of any such claim, and you agree to cooperate.
Medis Labs, Inc.
Attn: Legal
214 Main St, Ste 553, El Segundo, CA 90245
Email: [email protected]