The listed services include telehealth care (24/7 Care, mental health therapy and psychiatry, dermatology, nutrition and Primary 360), chronic-condition programs, Digital Behavioral Health (formerly MyStrength), and Expert Medical Services. The chronic-condition, Digital Behavioral Health and Expert Medical Services are informational Non-Advice Programs; they do not provide diagnosis or treatment or create a doctor-patient relationship.
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a) Telehealth Services (including 24/7 Care, Mental Health Therapy and Psychiatry, Dermatology, Nutrition, and Primary 360)
b) The Chronic Condition Management Programs (previously referred to as “Livongo Programs” described below:
c) Digital Behavioral Health (“Digital Behavioral Health Programs” – previously referred to as “MyStrength Programs”)
d) Expert Medical Services.
Although they are health-related services, the Chronic Condition Management Programs, Digital Behavioral Health Programs and Expert Medical Services (“Non-Advice Programs”) do not offer medical advice, diagnosis or treatment and do not create a doctor-patient relationship between you and Teladoc.
Qualifications & exceptions
The Non-Advice limitation applies to the three specifically named programs, not every telehealth service.
Account & Service Control · Restriction or exception
Chronic-condition programs have eligibility requirements
The chronic-condition programs include diabetes management and prevention, hypertension, cardiometabolic health, weight management, heart failure and other chronic-condition programs offered by Teladoc. You must meet certain eligibility requirements to enroll; this section does not specify them.
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Diabetes Management
Diabetes Prevention
Hypertension Management
Cardiometabolic Health
Weight Management
Heart Failure Program
Other Chronic Condition Management Programs offered by Teladoc
You must meet certain eligibility requirements to be enrolled in the Chronic Condition Management Programs.
Not stated here
The particular eligibility criteria are not stated here.
Account & Service Control · Company practice
Service features may change without notice
Teladoc says depicted or described service features and specifications can change at any time without notice. It calls the physical equipment and supplies provided for a service “Equipment & Supplies.” The later rights section separately promises advance discontinuation notice when required by a Plan or applicable law.
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Features and specifications of the Teladoc Services described or depicted herein are subject to change at any time without notice.
The physical equipment and supplies provided for any Teladoc Services shall be collectively, the “Equipment & Supplies.”
if and when required by applicable terms of a Plan or by applicable law, to be notified by Teladoc in advance when the Teladoc Service will be discontinued and the reason why;
Qualifications & exceptions
Advance discontinuation notice is required when the applicable Plan or law requires it.
Account & Service Control · Restriction or exception
Use must be lawful and minors may need parental consent
Use of the services and accessed content must comply with applicable laws, including data and software export laws. You must be of the legal age of majority or otherwise legally authorized to contract in your jurisdiction or state of residence; otherwise your parent or legal guardian must consent.
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Your use of the Teladoc Services and any content accessed through the Teladoc Services must comply with all applicable laws, regulations, and ordinances, including any laws regarding the export of data or software.
You must be an adult of the legal age of majority or otherwise authorized under the laws in your jurisdiction or state of residence to enter into binding contracts.
If You are under the legal age of majority and not otherwise authorized by the laws in your jurisdiction or state of residence, Your parent or legal guardian must consent.
Qualifications & exceptions
A minor otherwise authorized by local law is distinguished from a minor needing consent.
Account & Service Control · Restriction or exception
Harmful material, spam and false identities are barred
You must not transmit unlawful, infringing, harmful, harassing, defamatory, threatening, hateful or otherwise objectionable material, material that harms or delays services or computers, or unsolicited promotions. Chain letters, spam, phishing and advertising messages are prohibited, as is misrepresenting your identity or affiliation.
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In using the Teladoc Services, You agree not to:
Send or otherwise transmit to or through the Teladoc Services any unlawful, infringing, harmful, harassing, defamatory, threatening, hateful or otherwise objectionable material of any kind, any material that can cause harm or delay to the Teladoc Services or computers of any kind, and any unsolicited advertising, solicitation or promotional materials;
Misrepresent Your identity or affiliation in any way;
Send or otherwise transmit to or through the Teladoc Services chain letters, unsolicited messages, so-called "spamming" or "phishing" messages, or messages marketing or advertising goods and services;
Account & Service Control · Restriction or exception
Automated requests cannot exceed a reasonable human browser rate
The conduct rules prohibit robots, spiders, offline readers and other automated systems that send more requests in a period than a human could reasonably send using a conventional web browser. This wording describes a rate-based restriction rather than an express ban on every automated request.
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Launch or use any automated system, including without limitation, "robots," "spiders," or "offline readers," that access the Teladoc Services in a manner that sends more request messages to our servers in a given period of time than a human can reasonably produce in the same period by using a conventional web browser;
Account & Service Control · Restriction or exception
Inappropriate treatment of personnel and false information are barred
Inappropriate conduct includes rudeness, hostility, threats or belligerence toward personnel, profane language directed at them, rude or inappropriately personal and hostile posts about personnel, and inaccurate information given to personnel or entered in your account. The separate grievance right protects complaints that are not abusive, threatening or harassing.
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Engage in Inappropriate Conduct, including, but not limited to:
Being rude, hostile, threatening or belligerent to Teladoc personnel;
Use of profane language toward or directed at Teladoc personnel;
Posting rude or inappropriately personal and hostile content about any Teladoc personnel,
Providing inaccurate information to any Teladoc personnel or within Your account
to voice grievances/complaints, via the contact information listed below, regarding treatment or care or lack of respect of property, or recommend changes in policy, personnel, or care/service without restraint, interference, coercion, discrimination, or reprisal and without fear of termination of a Teladoc Service, provided that such grievances/complaints are not abusive, threatening, or harassing;
Qualifications & exceptions
Non-abusive, non-threatening and non-harassing grievances are protected separately.
Account & Service Control · Restriction or exception
Unwarranted repeat consultations can count as service abuse
The Terms identify multiple consultations on the same day for the same reason without a reason warranting a repeat visit as abuse, such as seeking a prescription refused as inappropriate at a first visit. They expressly say not to hesitate to obtain appropriate Teladoc, emergency or in-person care whenever necessary.
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Abuse Teladoc Services. This would include seeking multiple consultations within the same day for the same reason without any reason that would warrant a repeat visit, for example requesting multiple consultations to get a prescription that was not deemed appropriate during a first visit. Do not, however, hesitate to seek medical care or advice through the appropriate Teladoc Service or through emergency or other in-person care whenever necessary.
Qualifications & exceptions
The restriction concerns repeats without a reason warranting another visit; necessary care remains expressly encouraged.
Account & Service Control · Company practice
Conduct violations may end access, with care-continuity safeguards
If Teladoc decides in its sole discretion that you violated the Code or other reasonably implemented rules, it may limit, suspend or terminate access with or without warning. It promises appropriate steps for coordination or continuation of care and health and safety. The rights section separately requires advance discontinuation notice when a Plan or law requires it and protects non-abusive grievances.
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If, in Teladoc’s sole discretion, You have violated Teladoc’s Code of Conduct, or other rules reasonably implemented by Teladoc, then Teladoc may limit, suspend or terminate Your access to Teladoc Services with or without warning to You.
In the event Your access is limited, suspended or terminated, Teladoc will take all appropriate steps to ensure coordination or continuation of Your care and that Your health and safety is appropriately addressed with respect to whatever action Teladoc takes to limit, suspend or terminate Your access to Teladoc Services.
if and when required by applicable terms of a Plan or by applicable law, to be notified by Teladoc in advance when the Teladoc Service will be discontinued and the reason why;
Qualifications & exceptions
Appropriate care and safety steps are promised; Plan- or law-required advance notice still applies.
Teladoc can end accounts and change or terminate services
Teladoc reserves broad account-termination discretion, including suspected violations, unlawful use or harm to its or other users’ interests. It may limit, modify, suspend or end services generally, and suspend or terminate individual use for noncompliance or under its policies. Suspension or termination may delete information, files and content. Ending the services or your use also ends the Agreement, while provisions intended by nature to survive continue. For conduct enforcement, care-continuity safeguards apply; advance discontinuation notice applies when required by a Plan or law.
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Teladoc reserves the right to terminate accounts for any reason it deems appropriate including, but not limited to, a belief that Your conduct violates this Agreement or Your use of the Teladoc Services violates applicable laws or is harmful to the interests of Teladoc or any other users.
Teladoc also may place limits on, modify, suspend or terminate the Teladoc Services generally, and may suspend or terminate Your use of the Teladoc Services if You fail to comply with this Agreement or otherwise in accordance with Teladoc’s policies.
Suspension or termination Your access to the Teladoc Services may delete Your information, files, and other previously available content.
If Teladoc terminates the Teladoc Services or Your use of the Teladoc Services, this Agreement will also terminate, but Sections which by their nature are intended to survive, shall survive and continue to be effective after this Agreement is terminated.
In the event Your access is limited, suspended or terminated, Teladoc will take all appropriate steps to ensure coordination or continuation of Your care and that Your health and safety is appropriately addressed with respect to whatever action Teladoc takes to limit, suspend or terminate Your access to Teladoc Services.
if and when required by applicable terms of a Plan or by applicable law, to be notified by Teladoc in advance when the Teladoc Service will be discontinued and the reason why;
Qualifications & exceptions
Conduct-enforcement safeguards and required advance notice qualify these powers.
You may end enrollment at any time, with payment rules still relevant
You can cancel or terminate enrollment at any time. Teladoc may do so too, subject to the Agreement. This enrollment right does not promise a refund for services already begun or cancellation outside an established window, when full payment remains due.
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You may cancel or terminate Your enrollment in the Teladoc Services at any time.
Likewise, we may cancel or terminate Your enrollment in the Teladoc Services, at any time subject to this Agreement.
Once any Teladoc Services have commenced or have not been cancelled within an established cancellation window, You will be responsible for full payment.
Qualifications & exceptions
Cancellation of enrollment does not remove the stated full-payment obligations.
Cross-references
qualified by (model-proposed): Timely cancellation or return of unused goods can avoid charges — The right to end enrollment at any time does not remove the payment consequences for services already begun or not cancelled within the established window.
Account & Service Control · Restriction or exception
Access is limited to the United States unless your program expressly says otherwise
Services can be accessed only from the United States unless specific program terms applicable to you expressly permit otherwise. The Terms do not supply any such program exception here.
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The Teladoc Services can be accessed only from the United States unless specific program terms which apply to You expressly provide otherwise.
Qualifications & exceptions
Expressly applicable program terms can provide an exception.
Members have rights to respectful and nondiscriminatory service
The Terms promise respect, consideration, dignity and individuality, and considerate, compassionate service regardless of age, gender, race, national origin, religion, sexual orientation, gender identity or disability. They also state a right to freedom from mistreatment, neglect, verbal, mental, sexual or physical abuse and misappropriation of member property.
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to be treated with respect, consideration, and recognition of client/member dignity and individuality;
to receive considerate, respectful and compassionate service regardless of Your age, gender, race, national origin, religion, sexual orientation, gender identity, or disabilities; to be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misappropriation of client/member property;
Account & Service Control · User right or choice
You may appoint someone to speak and decide on your behalf
You may appoint a designee to speak and make decisions on your behalf concerning membership or participation in the services. This stated representation right does not itself authorize sharing account login credentials, which the account rules prohibit.
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to appoint a designee, if You so desire, to speak on Your behalf and to make decisions on Your behalf as it pertains to Your Membership or participation with Teladoc Services;
Sharing, disclosing, permitting access to or otherwise facilitating the use by any other person of Your username and password or third-party login credentials;
Qualifications & exceptions
The designee right concerns membership or participation decisions; account credential-sharing restrictions remain.
You have rights to information about care, staff and responsibilities
You may make informed care decisions with information about services, staff qualifications, changes and potential risks of discontinuation. You may receive information about Teladoc, staff and contractual relationships, be fully informed of your responsibilities, know who manages your services and whom to ask for a change, and receive grievance-process instructions.
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to make informed decisions about Your care, including receiving information about the Teladoc Services, staff qualifications, any changes to Teladoc Services, and any potential risks for discontinuing a Teladoc Service;
to receive information about Teladoc, Teladoc staff and Teladoc staff’s qualifications and any contractual relationships;
to receive instructions on how to use the grievance/complaint process;
to be fully informed of one’s responsibilities;
to know which staff are responsible for managing your services and from whom to request a change;
Account & Service Control · Company commitment
Required notice, referral and cancellation rights accompany service changes
You are entitled to advance notice of discontinuation and its reason when an applicable Plan or law requires it. You may be referred to another provider organization if Teladoc cannot meet your needs or you are dissatisfied, and may opt out or cancel membership at any time. The advance-notice promise is conditional on Plan terms or law.
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if and when required by applicable terms of a Plan or by applicable law, to be notified by Teladoc in advance when the Teladoc Service will be discontinued and the reason why;
to be referred to another provider organization if Teladoc is not able to meet Your needs or if You are not satisfied with any Teladoc Service;
to opt out or cancel membership at any time;
Qualifications & exceptions
Advance notice is promised when required by applicable Plan terms or law; referral is tied to unmet needs or dissatisfaction.
You may raise non-abusive complaints without retaliation or termination fear
You may complain about care, treatment or property and recommend policy, personnel or care changes without restraint, interference, coercion, discrimination, reprisal or fear of service termination, provided the complaint is not abusive, threatening or harassing. You may have care or property complaints investigated or provide feedback.
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to voice grievances/complaints, via the contact information listed below, regarding treatment or care or lack of respect of property, or recommend changes in policy, personnel, or care/service without restraint, interference, coercion, discrimination, or reprisal and without fear of termination of a Teladoc Service, provided that such grievances/complaints are not abusive, threatening, or harassing;
to have grievances/complaints regarding treatment or care that is (or fails to be) furnished, lack of respect of property investigated, or to provide feedback;
Qualifications & exceptions
Protection applies to complaints that are not abusive, threatening or harassing.
Cross-references
qualifies (model-proposed): Conduct violations may end access, with care-continuity safeguards — The complaint right protects non-abusive, non-threatening and non-harassing grievances from reprisal or fear of service termination, qualifying the conduct-enforcement discussion.
Account & Service Control · Procedure
Grievances receive acknowledgement within 5 days and a result or update within 14
For grievances, the Terms list Member Support at (800) 945-4355, TTY 711, and grievances@teladochealth.com. They promise acknowledgement that the matter is being investigated within 5 days of receipt, by oral, telephone, email or letter communication. Within 14 days they promise written investigation results, or a status notification if the investigation is incomplete. This is not a promise that every investigation finishes within 14 days.
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Supporting quotations
contact Teladoc Member Support at (800) 945-4355 24 hours a day or TTY at 711;
email at grievances@teladochealth.com;
Within 5 days of receiving a grievance we will notify you wither oral, telephone, email or via letter that your grievance has been received and is being investigated;
Within 14 days, you will receive written notification of the results of the investigation. If the investigation is incomplete, you will be notified of the status of the investigation;
Qualifications & exceptions
An incomplete investigation can receive a status notification instead of final results within 14 days.
Cross-references
qualifies (model-proposed): General correspondence has a five-business-day effort target, not a guarantee — General correspondence has an effort target of five business days without a guaranteed response; grievances separately receive the stated five-day acknowledgement and fourteen-day result or status process.
Account & Service Control · Context
Support, Medicare and accreditation complaint contacts are listed
The Terms list 24-hour Member Support at (800) 945-4355 or membersupport@livongo.com, 1-800-MEDICARE and a Medicare complaint website, and the Accreditation Commission for Health Care complaint line at (855) 937-2242. Member Support and Diabetes Response Specialists for diabetes alerts operate 24/7; regular business hours are 9 am–5 pm CST. These operating hours do not turn the service into emergency care.
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Supporting quotations
for Teladoc Member Support at (800) 945-4355 24 hours a day or email at membersupport@livongo.com;
the Medicare Complaint Hotline number (1-800-MEDICARE) or website
the Accreditation Commission for Health Care (ACHC) Complaints Department number (855) 937-2242;
Member Support is available 24 hours a day / 7 days a week;
Regular business hours are 9:00 am – 5:00 pm CST;
Diabetes Response Specialists for Diabetes alerts are operational 24 hours a day / 7 days a week.
Call 911 or Your doctor for all medical emergencies.
Account & Service Control · Restriction or exception
Equipment recipients must report problems, maintain goods and cover specified costs
Members or recipients receiving Teladoc Equipment & Supplies must immediately report malfunctions or damage; promptly report insurance, Medicare, address or phone changes; report lost or stolen equipment and pay for replacement; pay uncovered equipment or services and applicable copays or deductibles; carry out mutually agreed duties including proper care and maintenance; and report condition changes, equipment problems or dissatisfaction. These duties are not stated as Medicare-only.
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As a member in or recipient of the Teladoc Service and receiving Teladoc Equipment & Supplies, You have the following responsibilities, in addition to all the other responsibility You have as stated in this Agreement:
(i) to notify Teladoc immediately of any equipment malfunctions and damages; (ii) to notify Teladoc promptly of any changes in insurance, Medicare coverage, and/or Your home address or telephone; (iii) to notify us of any equipment that is lost or stolen while in Your possession and pay for replacement; (iv) to pay for equipment and/or service, in which Your insurance company/companies does not pay, as well as any applicable copayments and/or deductibles for which You are responsible for; (v) to carry out mutually agreed responsibilities, including the proper care and maintenance of the Teladoc Equipment & Supplies; and (vi) to notify us of changes in Your condition and to advise us of any problems or dissatisfaction with the Teladoc Equipment & Supplies.
Qualifications & exceptions
Applies to service members or recipients receiving Equipment & Supplies.
Account & Service Control · Restriction or exception
Members must give required information, participate and notify disenrollment
Members or recipients must provide complete and accurate required identity, contact, birth-date, insurance, employer, health and medication-history information; ask when instructions are unclear; participate actively in health management; treat staff respectfully and follow service guidelines. They must give accurate insurance information, pay bills timely and amounts not covered by insurers including applicable copays and deductibles, and tell Teladoc if they choose to disenroll.
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As a member in or recipient of the Teladoc Services, You have the following responsibilities in addition to all other terms as stated herein:
(i) to provide complete and accurate information, including Your full name, address, telephone number, date of birth, insurance carrier and employer, when it is required; (ii) to provide complete and accurate information about Your health and medication history, when it is required; (iii) to ask questions when You do not understand information or instructions (iv) to actively participate in the management of Your health; (v) to treat all Teladoc staff with courtesy and respect and abide by all Teladoc Service guidelines; (vi) to provide complete and accurate information about Your health insurance coverage and to pay Your bills in a timely manner; (vii) to pay all amounts that are not covered by Your insurer(s) including applicable co-payments and/ or deductible for which You are responsible. (viii) To notify Teladoc if you chose to disenroll from the program
Qualifications & exceptions
Identity and medical-history information are required when requested or required.
Account & Service Control · Company commitment
Services are promised without regard to listed personal characteristics
Teladoc says services will be provided without regard to race, national origin, sex, veteran status, age, disability, diagnosis or religious affiliation. This is the section’s stated nondiscrimination commitment, alongside the separate member-rights list.
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The Teladoc Services will be provided by Teladoc without regard to Your race, national origin, sex, veteran status, age, disability, diagnosis or religious affiliation.
Account & Service Control · Context
Preparedness guidance is directed to outside emergency resources
For emergency preparedness the Terms point to Ready.gov, the local Red Cross and local emergency officials. These resources’ contents are not supplied; this is a preparedness pointer, not an emergency-care service promise.
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For emergency preparedness resources, visit
your local Red Cross, or reach out to local emergency officials.
Account & Service Control · Procedure
General correspondence has a five-business-day effort target, not a guarantee
Teladoc states it is headquartered in New York and lists its Legal Department at 155 East 44th Street, 2nd Floor, Suite 1700, New York, NY 10017, and 1-800-Teladoc. It makes an effort to answer correspondence within five business days but does not guarantee every communication a response. The separately stated grievance acknowledgement and investigation-update timelines remain distinct from this general correspondence target.
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Teladoc Health, Inc. is headquartered in New York, New York, in the United States of America
Teladoc Health, Inc. Attn: Legal Department 155 East 44th Street 2nd Floor Suite 1700 New York, NY10017 1-800-Teladoc
While we make every effort to respond to all correspondence within five (5) business days, however we cannot guarantee a response to every communication.
Within 5 days of receiving a grievance we will notify you wither oral, telephone, email or via letter that your grievance has been received and is being investigated;
Within 14 days, you will receive written notification of the results of the investigation. If the investigation is incomplete, you will be notified of the status of the investigation;
Qualifications & exceptions
The five-business-day general-correspondence target is an effort, not a guaranteed reply.