Terms of Service

1. These terms

These Terms of Service are an agreement between TrueEval Medical Group, PLLC, a North Carolina professional limited liability company doing business as TrueRoute (“TrueRoute”, “we”, “us”), of 4030 Wake Forest Rd, Ste 349, Raleigh, NC 27609, and the clinic, group or other organization that holds a TrueRoute account (the “clinic”, “you”). Each person who signs in on the clinic’s behalf uses TrueRoute under these terms, and the clinic is responsible for them doing so.

The clinic accepts these terms when it signs an order form or agreement that refers to them, or when anyone first signs in to or uses TrueRoute on its behalf. If the clinic has signed a separate agreement with TrueRoute, such as a services agreement, an order form or a business associate agreement, that agreement controls where it differs from these terms. Our Privacy Policy and SMS terms form part of these terms.

2. What TrueRoute is

TrueRoute is prescription ordering and pharmacy operations software. It gives a clinic one place to see its catalog at its account’s prices, write, sign and send patient prescriptions, and place office-use and physician-use purchase orders where its account’s programs are switched on. It checks each order against eligibility gates, selects the fulfillment route under a written routing policy, charges for the order and records it.

Orders are filled by independent, licensed pharmacies in our network. TrueRoute does not practice medicine, does not dispense, and is not a pharmacy.

3. Accounts and access

• A clinic opens its account online or with the TrueRoute team. Automatic checks run on the clinic and its prescribers, and a person on the TrueRoute team verifies the clinic before its first order is released.
• Each person has their own sign-in. Do not share it. Tell us at once at support@trueroute.health if you think someone else has used it.
• A person signs prescriptions only as a prescriber their sign-in is linked to, and one prescriber is linked to one sign-in.
• The clinic is responsible for who it invites, for the roles it gives them, for everything done on its account, and for deactivating people who leave.
• Information the clinic gives us about itself and its prescribers must be accurate and kept up to date.

4. What the clinic confirms

By using TrueRoute, the clinic confirms, and each prescriber who signs a prescription confirms for their own prescriptions, that:

• each prescriber holds an active licence, in good standing, in every state where they prescribe, and the licence details on record are true and current;
• each prescription is issued for a legitimate medical purpose, in the usual course of professional practice, within a valid prescriber-patient relationship established as the law of the patient’s state requires;
• the clinic has the patient’s authorization, or another lawful basis, to give TrueRoute the patient’s information and to have it sent to a pharmacy to fill the order and to the patient about its shipment;
• where the clinic records a patient’s consent to receive text messages, the patient has given that consent;
• the clinic complies with the laws that apply to its practice, including those on the practice of medicine, the ownership of medical practices, advertising and patient privacy.

TrueRoute validates each prescriber’s NPI and relies on these confirmations. It does not check licences live with state boards.

5. Prescriptions: the prescriber decides

The prescriber owns the prescription. TrueRoute assists and never prescribes.

• Every prescription is written and signed by the clinic’s own prescriber, under that prescriber’s NPI and state licensure. The prescriber is responsible for its clinical content, including the product, dose, directions, quantity and days’ supply, and for the care of the patient.
• Where TrueRoute calculates something from the directions, it shows how, as help and not a decision. Where numbers do not add up, TrueRoute asks the prescriber to review them; it does not correct them.
• What the pharmacy receives is exactly what the prescriber signed, frozen at signature.
• TrueRoute refuses an order that fails an eligibility gate, such as a prescriber without a licence on record in the state the order ships to, or a product the clinic is not entitled to order. A refusal is not clinical advice, and passing the gates is not a judgment that a prescription is appropriate.

6. No controlled substances

TrueRoute handles non-controlled prescriptions and products only. It offers no electronic prescribing of controlled substances, and its first eligibility gate refuses a controlled substance before any pharmacy is considered. A DEA registration may be recorded in a prescriber’s profile, but it is not sent to any pharmacy and does not allow any prescription. The clinic must not use TrueRoute, or describe a product in it, to obtain a controlled substance.

7. Office-use and physician-use purchasing

Where the clinic’s account has the program switched on, the clinic may buy stock for its own practice. Each program is switched on separately, by TrueRoute, and is off until it is.

• Office stock (503B). Products made by an outsourcing facility, sold to the clinic for use in its own practice. Each order names an ordering provider of the clinic who holds an active licence, with an expiry on record, in the state of the shipping address, and ships only to the clinic’s own address on file.
• Physician use. Products sold to the clinic as a business, without a prescription or an ordering provider, shipped only to the clinic’s own address on file.
• For both, the clinic is responsible for confirming that it may lawfully buy, hold and use each product it orders, for storing and using it as its labelling and the law require, and for not reselling or redistributing it.
• An office-use or physician-use order carries no patient information.

8. Pharmacies

The pharmacies in our network are independent, licensed businesses. They hold their own licences, and they compound or prepare, dispense and ship the products, and are responsible for that work and for the quality of what they supply. TrueRoute transmits the order, reports the pharmacy’s updates and handles the clinic’s payment; it does not compound, dispense or ship. The pharmacy that dispenses an order is recorded, and is disclosed wherever the law requires. Questions about a product’s quality or a dispensing error are passed to the pharmacy, and we will help the clinic reach a resolution.

9. Patient information

TrueRoute processes patient information on the clinic’s behalf, as the clinic’s business associate under federal health privacy law, and handles it as the Privacy Policy describes. Where that law requires a business associate agreement between the clinic and TrueRoute, the parties will sign one, and it controls over these terms for patient information. The clinic must not put patient information into the forms on the public website.

10. Prices, payment and fees

Prices

• Each order is priced before it is placed, at the clinic’s account prices in force at that moment. The price is made of separate lines, such as the product cost, the platform fee, the pharmaceutical fee, the fulfillment fee and shipping, and the order total is their sum.
• The fees that apply to the clinic are set in its account’s fee schedule. Every change to it is recorded with who made it, when, the old and new values, and why. A price change applies to orders placed after it, never to an order already placed.
• The clinic is responsible for any sales, use or similar taxes that apply to its purchases, other than taxes on TrueRoute’s income.

Card on file

• The clinic keeps a billing card on file to place orders that TrueRoute bills. Without a valid card, or with an expired one, the clinic cannot place them.
• By adding a card on file, the clinic authorizes TrueRoute to charge it, automatically and without a further signature, for each order placed on its account, and for the amounts described in Cancellations, refunds and chargebacks and under Bank payments below.
• Cards are processed by our payment processor under its own terms. TrueRoute never receives the full card number.

Bank payments

• Where checkout offers it, the clinic may pay an order by bank transfer (ACH) instead of by card. When paying by bank carries a discount, checkout shows its rate before the clinic pays, and it appears on the order as its own line.
• An order paid by bank is sent to the pharmacy only once the bank payment clears.
• If a bank payment is returned after it cleared, for any reason, the clinic authorizes TrueRoute to charge its card on file the full price of the order, without any bank discount, and the order continues.

11. Cancellations, refunds and chargebacks

• Before the order is sent. An order that has not yet been sent to the pharmacy may be cancelled by an authorized user of the clinic in the console. It is cancelled, and its payment refunded in full to the card or account it came from.
• After the order is sent. Once an order has been sent to the pharmacy, the pharmacy has begun work on it. It can be cancelled only if the pharmacy agrees, and any refund is limited to what the pharmacy accepts. Contact support@trueroute.health as soon as possible.
• If the pharmacy cannot fill an order, the clinic receives a full refund of that order.
• A refund after the order was sent. Where TrueRoute refunds an order after it was sent, at the clinic’s request, TrueRoute may charge the card on file for what it paid or owes the pharmacy for that order and for its own fees.
• Chargebacks. Please contact us before disputing a charge with your card issuer; most problems are solved faster that way. If the clinic disputes a charge for an order that was sent to the pharmacy, TrueRoute may charge the card on file for the amount reversed. While such an amount is unpaid, the clinic’s ordering may be paused until it is collected.
• Refunds go back to the original card or account. How long one takes to appear depends on the clinic’s card issuer or bank.

12. Acceptable use

The clinic and its users agree not to:

• use TrueRoute for anything unlawful, or for a prescription the prescriber has not authorized;
• try to see another clinic’s information, or test TrueRoute’s security without our written permission (to report a security issue, use the contact form);
• share sign-ins, or sign as a prescriber they are not;
• interfere with the service, overload it, or reach it by automated means other than the enterprise API;
• copy, resell or reverse engineer TrueRoute, or use it, its catalog or its pricing to build or supply a competing service.

13. The enterprise API

Systems that connect to TrueRoute do so through the enterprise API, which is switched on for an organization only by agreement with TrueRoute. Each request carries a credential scoped to one organization, a signature, a timestamp and an idempotency key. The organization that holds a credential keeps it secret, is responsible for every request made with it, and must send only orders that a prescriber of the clinic named has authorized. We may limit, suspend or revoke a credential that is misused or puts the service at risk, and will give notice before a change that would break an existing integration.

14. Availability and support

We work to keep TrueRoute available and to fix faults promptly, and when a pharmacy’s system connection is down an order can be carried by our operations team instead. TrueRoute may be unavailable during maintenance or for reasons outside our control. Support is available at support@trueroute.health.

15. Ownership and confidentiality

• TrueRoute, its software, catalog, pricing tools and content belong to TrueRoute and its licensors. The clinic receives a limited, non-transferable right to use TrueRoute for its own practice while its account is active.
• The clinic’s records, including its patients’ information, belong to the clinic. TrueRoute uses them only to provide the service, as the Privacy Policy describes.
• Each party keeps the other’s non-public business information, including prices, fees and the terms of this agreement, confidential, and uses it only for this agreement, unless it becomes public through no fault of the receiving party or the law requires its disclosure.
• If the clinic sends us suggestions, we may use them without any obligation to the clinic.

16. Disclaimer of warranties

TrueRoute is provided “as is” and “as available”. To the fullest extent the law allows, TrueRoute disclaims all warranties, whether express, implied or statutory, including warranties of merchantability, fitness for a particular purpose, title and non-infringement, and any warranty that the service will be uninterrupted or error-free. TrueRoute does not warrant any product supplied by a pharmacy, which is the pharmacy’s responsibility, and nothing in TrueRoute is medical advice.

17. Limitation of liability

To the fullest extent the law allows:

• neither party is liable to the other for any indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data, however caused, even if it was told they were possible; and
• each party’s total liability arising out of or relating to these terms is limited to the fees the clinic paid TrueRoute under them in the 12 months before the event that gave rise to the claim.

These limits do not apply to a party’s breach of its confidentiality obligations, its obligations under section 18 (Indemnities), its gross negligence or wilful misconduct, or the clinic’s obligation to pay for its orders. For this section, fees the clinic paid TrueRoute means TrueRoute’s own fees, not amounts passed through to a pharmacy.

18. Indemnities

• By the clinic. The clinic will defend TrueRoute and its officers, employees and agents against any third-party claim, and pay the resulting losses, costs and reasonable legal fees, arising from the clinic’s prescriptions, its care of patients, its use of the products it orders, the patient information it provides or its authority to provide it, a breach of section 4 or section 12, or its breach of the law.
• By TrueRoute. TrueRoute will defend the clinic and its officers, employees and agents against any third-party claim, and pay the resulting losses, costs and reasonable legal fees, arising from TrueRoute’s breach of its obligations for patient information under these terms or its business associate agreement with the clinic, or from a claim that the TrueRoute software, used as these terms allow, infringes another’s intellectual property.
• The party claiming protection must tell the other promptly, let it control the defence and settlement (no settlement may admit fault for, or bind, the protected party without its consent), and give reasonable help at the other’s cost.

19. Suspension and termination

• Either party may end this agreement for any reason with 30 days’ written notice to the other.
• Either party may end it at once by written notice if the other materially breaches these terms and does not cure the breach within 30 days of being told of it.
• TrueRoute may suspend an account, a user or an order at once where it reasonably believes that continuing puts patients, pharmacies, the service or the law at risk, or where an amount owed is unpaid, and will tell the clinic why.
• When the agreement ends, the clinic’s users are deactivated and orders not yet sent are cancelled and refunded. For 90 days afterwards, the clinic may ask us for an export of its records. Its prescriptions, payments, ledger and audit records are kept, because they are permanent records (see the Privacy Policy).
• Sections 10 and 11 (for amounts owed), and 15 to 22, survive the end of the agreement.

20. Changes to these terms

We may change these terms. We will post the new version on this page with its effective date, and for a material change we will email each clinic’s account administrators at least 30 days before it takes effect. If the clinic does not accept a change, it may end the agreement before the change takes effect. Continuing to use TrueRoute after that date is acceptance of the change.

21. Governing law and disputes

These terms are governed by the laws of the State of North Carolina, without regard to its conflict-of-laws rules. The state and federal courts located in Wake County, North Carolina have exclusive jurisdiction over any dispute arising out of or relating to these terms, and each party consents to them. Before starting a lawsuit, each party will first try in good faith, for at least 30 days, to resolve the dispute by discussion, except where it needs urgent relief from a court.

22. General

• These terms, with the documents they refer to and any signed agreement between the parties, are the whole agreement about their subject.
• If any part of these terms is found unenforceable, the rest stays in effect.
• A party’s delay in enforcing a right is not a waiver of it.
• The clinic may not transfer this agreement without our written consent. We may transfer it to a successor to our business, with notice.
• Neither party is liable for a delay caused by events outside its reasonable control.
• The parties are independent contractors. Notices to TrueRoute go to the address below; notices to the clinic go to its account administrators’ email addresses.

23. Contact us

Questions about these terms: support@trueroute.health, (844) 528-0044, or the contact form.

TrueEval Medical Group, PLLC, doing business as TrueRoute
4030 Wake Forest Rd, Ste 349
Raleigh, NC 27609