Terms of Service
AMONG OTHER THINGS, RIOVIE'S SERVICES ENABLE COORDINATION AND COMMUNICATION WITH INDEPENDENT, LICENSED HEALTHCARE PROVIDERS. RIOVIE DOES NOT PRACTICE MEDICINE AND DOES NOT REPLACE YOUR RELATIONSHIP WITH ANY PHYSICIAN. THE SERVICES MAY NOT BE APPROPRIATE FOR ALL MEDICAL CONDITIONS OR CONCERNS. IF YOU HAVE A MEDICAL EMERGENCY, CALL 911 OR GO TO THE NEAREST EMERGENCY ROOM.
PLEASE READ THESE TERMS CAREFULLY. BY ACCESSING OR USING THE SITES OR SERVICES, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE LEGALLY BOUND BY THESE TERMS. SECTION 27 CONTAINS A BINDING INDIVIDUAL ARBITRATION AGREEMENT, A CLASS-ACTION WAIVER, AND A MASS-ARBITRATION PROCESS THAT AFFECT YOUR LEGAL RIGHTS. IF YOU DO NOT AGREE, YOU MAY NOT USE THE SITES OR SERVICES.
Introduction
Riovie Operations LLC and its affiliates (collectively, "Riovie," "we," "us," or "our") own and operate the website located at https://www.riovie.com/ (the "Website," and together with any affiliated mobile application ("App"), the "Sites"). The Sites are intended to facilitate the provision of the Services to registered users. The "Services" may include: (i) providing information on health and wellness ("Content"); (ii) facilitating access to pharmacy services through network pharmacies; (iii) developing and retaining health information for use in healthcare-provider communications; (iv) administrative support for scheduling and for payment of healthcare-provider and pharmacy services; (v) nutrition and lifestyle guidance; and (vi) telecommunications support for direct access to healthcare providers provided by Arora Health & Aesthetics, LLC and other affiliated professional entities for communication, consultation, assessment, and treatment.
Your access to and use of the Sites is subject to these Terms of Service ("Terms"), our Privacy Policy, our HIPAA Notice of Privacy Practices, and our Refund Policy and Cancellation Policy, each incorporated by reference, as well as all applicable laws and regulations. Riovie's platform is operated on technology provided by Bask Health, Inc.; your use of the platform is also subject to Bask's applicable platform terms and privacy policy, available at bask.health. Bask Health, Inc. is a technology platform provider only. It is not a healthcare provider, is not a pharmacy, and is not the merchant of record for the Services. The terms "you" and "your" refer to the person using the Services. If you do not agree to these Terms, you are not authorized to use the Sites or Services. Riovie may revise these Terms at any time by posting the revised version to the Sites; changes are effective upon posting, and your continued use constitutes acceptance.
1. What Riovie Is — and Is Not
Riovie is a technology and lifestyle-support platform. We help connect you with independent, licensed healthcare providers and we offer nutrition and lifestyle guidance. Riovie does not practice medicine, does not provide medical advice, and does not create a doctor-patient relationship. All medical decisions, including eligibility and any prescription, are made solely by the licensed providers. Riovie is also not a pharmacy and does not dispense medication. If a provider prescribes medication, it is dispensed by an independent, licensed pharmacy within the Riovie Pharmacy Network (Section 13). Nutrition and lifestyle guidance is educational support and is not a substitute for medical care.
2. No Guaranteed Outcomes
We make no promise or guarantee about any result, including weight loss or any health outcome, and no guarantee that you will qualify for or be prescribed any treatment. Individual results vary. Statements on our site describe programs generally and are not a promise of results for any individual. Payment does not guarantee that you will be prescribed any medication or that any product will be dispensed.
3. Compounded Medications
Some programs involve compounded medications when a licensed provider determines a compounded product is appropriate for you. Compounded GLP-1 medications offered through the Services are prepared by a state-licensed compounding pharmacy operating under Section 503A of the Federal Food, Drug, and Cosmetic Act. Compounded medications are not reviewed or approved by the U.S. Food and Drug Administration for safety, effectiveness, or quality in the same way as FDA-approved products. Whether a compounded medication is appropriate for you is a medical decision made solely by the provider.
4. Not for Emergencies
Riovie and the providers do not handle medical emergencies. If you have a medical emergency, call 911 or go to the nearest emergency room. If you are in mental-health crisis, call or text 988.
5. Eligibility
You must be at least 18 years old and located in the United States, in a state where the applicable Services are offered, to use our Services. By using the Services, you confirm that you meet these requirements and that the information you provide is accurate. Satisfying these requirements does not guarantee that you will receive Services. Riovie and the affiliated professional entities reserve the right to change eligibility requirements in their sole discretion without prior notice. The Services are available only in jurisdictions where affiliated medical providers are licensed to practice and where pharmacy partners are authorized to dispense medications; availability varies by state.
6. Consent to Telehealth
Telemedicine involves the delivery of healthcare services using electronic communications between a provider and a patient who are not in the same physical location, and may be used for assessment, treatment, follow-up, and related education. It may include electronic transmission of medical records, images, and personal health information, and interactions by audio, video, or data communications. The electronic systems used in the Services incorporate security protocols designed to protect the privacy and security of your information.
The benefits of telemedicine include improved access to care and greater convenience. As with any healthcare service, there are potential risks, including that information transmitted may be insufficient to allow for appropriate decision-making by the provider, that connectivity problems may disrupt care, and that, in rare cases, security protocols could fail. You have the right to withhold or withdraw your consent to telehealth at any time without affecting your right to future care. By using the Services, and by providing any consent captured during the intake process, you consent to receive care by telehealth and acknowledge the risks and benefits described here.
7. Requirements for Use
You must have compatible computing or mobile devices, access to the internet, and any necessary software in order to use the Sites. Fees and charges from your device, carrier, or internet provider may apply to your use of the Services.
8. Your Account and Conduct
You are responsible for keeping your account information accurate and complete, for maintaining the confidentiality of your login credentials, and for all activity under your account. Submitting false or incomplete health information can result in inappropriate treatment and serious harm, and Riovie and the Related Persons (defined below) have no liability arising from information you misstate or omit. You agree to notify us promptly of any unauthorized use of your account by emailing support@riovie.com. You may not share your credentials, create more than one account, or use anyone else's account.
For your security, Riovie acts on account requests only when they come from the email address on your account or through your patient portal. If we receive a request from an address that does not match your account, we will not cancel, pause, or change your account on the basis of that request.
9. Communications by Text Message and Email
By providing your phone number or email address, or by sending us an initial text message, you consent to receive communications from Riovie and the providers regarding your account and the Services, including order confirmations, shipping notices, provider messages, and other transactional messages, as well as marketing messages where you have opted in. Consent to marketing messages is not a condition of purchase. Marketing messages may include autodialed or prerecorded calls or texts; message and data rates may apply. You may opt out of marketing texts at any time by replying STOP, and of marketing emails using the unsubscribe link in any message. Riovie includes its physical mailing address in marketing emails and honors opt-out requests within ten (10) days. Text messages and emails are not encrypted and may be intercepted; if you choose to send or receive health or other sensitive information by text or email, you do so at your own risk.
10. Consultative Service and Limitations of Telehealth
A provider consulting with you through the Services may not have the benefit of information that would be obtained by examining you in person, and may be limited by state law in prescribing certain medications without an in-person examination. By using the Services you acknowledge and accept that: (i) any diagnosis you receive may be limited and, in some cases, provisional; (ii) the Services are not intended in all cases to replace a full in-person evaluation; (iii) a provider may not have information usually obtained through a hands-on physical examination; and (iv) the absence of a physical examination may affect the provider's ability to diagnose a condition. You are strongly encouraged to provide all relevant information and to discuss all options with the provider, and you agree to assume the risk of these limitations.
11. Payments, Memberships, and Billing
Fees, billing frequency, and the terms of each plan are disclosed at checkout before you are charged, and your express agreement is required before any charge is made. By providing your payment information and submitting your order, you authorize Riovie, its affiliates, or its third-party payment processor (currently Stripe) to charge the amounts due. You are responsible for all fees for the Services, including any fees charged by the providers or pharmacies, which Riovie may collect on their behalf. Riovie offers two membership plans:
Three-Month Plan. You commit to a three-month term. At the end of each term, your membership automatically renews for another three-month term at the then-current price until you pause or cancel.
Month-to-Month Plan. Your membership automatically renews each month at the then-current price until you pause or cancel.
Both plans renew automatically. The plan length, the renewal term, the amount and frequency of charges, and the fact that the plan renews automatically unless you cancel are disclosed clearly and conspicuously at checkout before your first charge, and you must affirmatively agree before any charge is made. If your payment method fails or expires, we may notify you to provide an alternative method, and the providers and pharmacies have no obligation to provide Services until full payment is received and verified. Refunds are governed by the Riovie Refund Policy; medications are non-refundable once dispensed, and membership fees already charged for a term or period that has begun are non-refundable.
Prescription length and billing are separate. A prescription issued through the Services is valid for the period your provider specifies, up to a maximum of twelve (12) months, as clinically appropriate. Continuing treatment beyond that period requires a new prescription, which depends on a further provider evaluation. Your billing plan is independent of the length of your prescription: you are billed under the plan you select — the Three-Month Plan or the Month-to-Month Plan — for as long as your membership remains active, regardless of when your prescription is renewed.
HSA/FSA. Depending on your plan administrator's rules, some charges may be eligible for payment or reimbursement through a health savings account (HSA) or flexible spending account (FSA). Whether a given card is accepted at checkout, and whether any charge qualifies for HSA or FSA payment or reimbursement, is determined by your account and plan administrator, not by Riovie. Riovie does not guarantee HSA or FSA eligibility, acceptance, or reimbursement, and you are responsible for confirming eligibility with your administrator.
12. Pausing, Adjusting Billing, and Canceling Your Membership
You may pause your membership, adjust your billing date, or cancel at any time. The full mechanics, timing, and effective dates are set out in our Cancellation Policy, which is incorporated by reference. In summary:
Pause is self-serve in your patient portal and turns off your automatic refills, so no further refill is prepared and no further charge is made until you resume. This is the intended and reliable way to pause, and the only method we can guarantee.
Adjusting your billing date is self-serve in your patient portal.
Cancellation is by email to cancel@riovie.com. We process every cancellation request within 72 hours of receipt. To stop your next charge, send your request more than 72 hours before your billing date. A request received within 72 hours of your billing date will not stop that charge; it will proceed, and your cancellation takes effect at the end of the cycle it pays for — for the Three-Month Plan, the end of that three-month term; for the Month-to-Month Plan, the end of that month.
cancel@riovie.com is for cancellations. If you email cancel@riovie.com to request a pause, we may action it as a cancellation, and Riovie Operations LLC is not responsible for that cancellation or any of its consequences. If you remain paused for a cumulative period of eight (8) consecutive weeks or more without resuming or completing any required re-evaluation, your membership may be canceled.
13. Pharmacy Services and Packaging
If you receive a prescription as a result of the Services, it is filled by a pharmacy within the Riovie Pharmacy Network — a network of licensed pharmacies with which Riovie partners, currently including VialsRX. You consent to Riovie sending the Riovie Pharmacy Network the information needed to provide pharmacy services, including your health and personal information. The Riovie Pharmacy Network dispenses only through its authorized network pharmacies; prescriptions are not transferred to, and are not filled by, external or local pharmacies of your choosing, and specific medications, formulations, or fulfillment options may vary depending on state-specific pharmacy regulations and dispensing restrictions. If you receive medication through the Riovie Pharmacy Network, you acknowledge that your medication, if approved, may not be shipped in child-resistant packaging and that you must keep it out of the reach of children.
14. Special Notice to Medicare and Medicaid Beneficiaries
Federal and state healthcare programs, such as Medicare and Medicaid, do not currently pay for the medical services or products made available through the Services, at least not in the way they are provided (telemedicine and bundled offerings). By using the Services, you acknowledge and agree that: (1) you will pay directly for any medical services and products provided to you; and (2) neither Riovie nor any affiliated provider or pharmacy will bill any federal or state healthcare program for such services or products.
15. No Testosterone Replacement Therapy
The Services do not include testosterone replacement therapy ("TRT"), such as testosterone patches, gels, injections, or pellets, and providers using the Services cannot prescribe TRT by telehealth. Please contact an in-person provider to seek TRT options.
16. Third-Party Providers, Pharmacies, and Partners
The licensed providers, the affiliated professional entities (including Arora Health & Aesthetics, LLC and other affiliated professional entities), the pharmacies (including VialsRX and other network pharmacies), and the laboratory, technology, and clinical-infrastructure partners are independent of Riovie and are solely responsible for the services they provide. Riovie is not liable for the acts or omissions of, or for any personal or bodily injury, property damage, or other harm arising from care provided by, the independent providers, pharmacies, or partners.
17. Access Rights and Prohibited Use
Subject to your compliance with these Terms, we grant you a personal, limited, revocable, non-exclusive, non-transferable right to access and use the Sites in the United States for your personal, non-commercial use. All rights not expressly granted are reserved. You agree that you will not, and will not attempt to: (a) impersonate any person or misrepresent your affiliation; (b) use the Sites to violate any law; (c) reverse engineer, decompile, or disassemble any part of the Sites; (d) introduce any virus or harmful code; (e) infringe any intellectual-property or other right; (f) resell, sublicense, or commercially exploit the Sites or Services; (g) use the Sites to build a competing product or to Riovie's detriment; (h) damage, disable, overburden, or impair the Sites; (i) gain unauthorized access to the Sites or any connected network; (j) circumvent any security measure; (k) remove or obscure any proprietary notice; (l) use any automated means to monitor or copy content without authorization; (m) reproduce, distribute, or build a database from Site content; or (n) enable any other person to do any of the foregoing.
18. Ownership of Information You Submit
Except for personal data and protected health information governed by our Privacy Policy, our HIPAA Notice of Privacy Practices, and by HIPAA or related state privacy laws, any information you submit through the Sites — such as questions, comments, or suggestions — will be treated as non-confidential and non-proprietary and may be used by Riovie and the affiliated professional entities for any purpose. For personal data and health information subject to that exception, you grant Riovie and the providers, pharmacies, and service providers performing the Services a limited license to use, reproduce, and disclose that information solely as needed to provide the Services to you, to conduct related analyses, and to improve the Services, in each case consistent with the Privacy Policy, the HIPAA Notice of Privacy Practices, and applicable law.
19. Intellectual Property, Site Content, and Trademarks
The RIOVIE name, marks, logos, and brand assets are the property of JN Capitol LLC and are used by Riovie Operations LLC under license. All Site content, software, and creative assets are owned by Riovie or its licensors and are protected by intellectual-property law. You receive a limited, revocable, non-transferable license to access the Site for personal, non-commercial use, and no other rights are granted. You may not copy, reproduce, modify, distribute, publicly display, or create derivative works of any Site content except as ordinarily permitted through the Sites. You are not authorized to use any Riovie marks without our prior written permission.
20. Links to Third-Party Websites
The Sites may contain links to websites operated by third parties. We do not control these sites and are not responsible for their content, products, or services. Inclusion of a link does not imply endorsement. Your use of any linked site is at your own risk, and only these Terms apply to your use of the Sites.
21. Use on Modified Devices
Any App is intended for use only on a device running an unmodified, manufacturer-approved operating system. Using the App on a device with a modified operating system (for example, a "jailbroken" device) may undermine security features that protect your information and is a material breach of these Terms.
22. Disclaimer of Warranties
YOU EXPRESSLY AGREE THAT USE OF THE SITES IS AT YOUR SOLE RISK. THE SITES AND SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULLEST EXTENT PERMITTED BY LAW, RIOVIE AND ITS RELATED PERSONS DISCLAIM ALL WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SITES WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, AND YOU ARE RESPONSIBLE FOR EVALUATING THE ACCURACY AND USEFULNESS OF ANY CONTENT.
23. Limitation of Liability
TO THE FULLEST EXTENT PERMITTED BY LAW, RIOVIE, ITS AFFILIATES, AND THEIR RESPECTIVE MANAGERS, MEMBERS, EMPLOYEES, AGENTS, AND LICENSORS (COLLECTIVELY, "RELATED PERSONS") WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, OR FOR LOST PROFITS OR DATA, OR FOR PERSONAL OR BODILY INJURY ARISING FROM HEALTHCARE SERVICES PROVIDED BY INDEPENDENT PROVIDERS. RIOVIE'S TOTAL LIABILITY FOR ANY CLAIM RELATING TO THE SERVICES WILL NOT EXCEED THE AMOUNT YOU PAID TO RIOVIE IN THE THREE (3) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. SOME JURISDICTIONS DO NOT ALLOW CERTAIN LIMITATIONS, SO SOME OF THE ABOVE MAY NOT APPLY TO YOU.
24. Indemnification
You agree to defend, indemnify, and hold harmless Riovie and the Related Persons from any claims, damages, and reasonable attorneys' fees arising out of your use of the Services, your content, inaccurate or incomplete information you submit, your violation of these Terms, or your violation of applicable law.
25. Term and Termination
These Terms remain in effect while you use the Sites or Services. You may stop using the Services at any time. Riovie may suspend or terminate your access at any time, with or without notice, if you violate these Terms or to protect the Services or other users. The following sections survive termination: No Guaranteed Outcomes; Compounded Medications; Ownership of Information You Submit; Third-Party Providers, Pharmacies, and Partners; Disclaimer of Warranties; Limitation of Liability; Indemnification; and Governing Law and Arbitration.
26. Modifications to the Sites
Riovie reserves the right at any time to modify or discontinue, temporarily or permanently, the Sites or Services or any portion of them, with or without notice, and will not be liable to you or any third party for any such modification, suspension, or discontinuance.
27. Governing Law; Dispute Resolution; Binding Arbitration; Class-Action Waiver; Venue; Severability
PLEASE READ THIS SECTION CAREFULLY. IT REQUIRES YOU AND RIOVIE TO RESOLVE DISPUTES THROUGH BINDING INDIVIDUAL ARBITRATION AND LIMITS HOW YOU CAN SEEK RELIEF.
These Terms and your use of the Sites are governed by the laws of the State of Arizona, without regard to conflict-of-law principles.
Informal resolution first. Before starting arbitration, you agree to email support@riovie.com describing the dispute and to allow sixty (60) days for a good-faith resolution. This is a condition of starting arbitration.
Binding arbitration. Any dispute arising under or relating to these Terms or the Services that is not resolved informally will be resolved by final and binding individual arbitration administered by the American Arbitration Association (AAA) under its rules then in effect, seated in Phoenix, Arizona. The Federal Arbitration Act governs the interpretation and enforcement of this section.
Class-action waiver. You and Riovie agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, or representative proceeding. The arbitrator may not consolidate more than one person's claims or preside over any class or representative proceeding.
Mass arbitration. If twenty-five (25) or more similar arbitration demands are filed by or with the coordination of the same or coordinated counsel, the demands will be administered in staged batches under the applicable AAA rules or as the parties otherwise agree, to promote efficient resolution.
Exceptions. Either party may bring a claim relating to intellectual-property rights, or seek temporary or preliminary injunctive or equitable relief, in a court of competent jurisdiction located in Maricopa County (Phoenix), Arizona, and the parties consent to the personal jurisdiction and venue of those courts for such claims.
30-day opt-out. You may opt out of this arbitration agreement by emailing support@riovie.com within thirty (30) days of first accepting these Terms, stating your name and your intent to opt out. Opting out does not affect the other provisions of these Terms.
Severability. If any part of these Terms is found unenforceable, that part will be modified to the minimum extent necessary, or severed, and the remaining provisions will remain in full force. Section headings are for convenience only.
28. General
No waiver. Our failure to enforce any provision is not a waiver of that or any other provision. No agency. These Terms do not create any partnership, joint venture, employment, or agency relationship between you and Riovie. Remedies. You agree that a violation or threatened violation of these Terms may cause Riovie irreparable harm for which monetary damages are inadequate, and consent to injunctive or equitable relief in addition to any other remedy. Assignment. You may not assign your rights under these Terms, and any attempt to do so is void. Riovie and its affiliates may assign their rights and obligations, including in connection with a merger, financing, or sale of assets.
29. Digital Millennium Copyright Act
Riovie complies with the Digital Millennium Copyright Act (17 U.S.C. § 512) and responds to clear notices of alleged copyright infringement. Notices to our Designated Agent must include the elements required by 17 U.S.C. § 512(c)(3) and may be sent to:
Riovie Operations LLC, Attn: DMCA Designated Agent
4539 N 22nd St Ste N, Phoenix, AZ 85016
30. Contact Us
Questions about these Terms or the Services: support@riovie.com. To cancel a membership: cancel@riovie.com.
Riovie Operations LLC
4539 N 22nd St Ste N, Phoenix, AZ 85016
602-560-7064