Terms of Service

Stitch Care, Inc. ("Stitch," "we," or "us") provides a coordinator-led care coordination service for transplant patients. Our nurse coordinators, supported by an automated texting assistant, text with patients after transplant, help them follow the care plan their transplant team set, and alert the team when something needs attention. Transplant centers hire Stitch and work with our coordinators through the Stitch care team dashboard.

These Terms are the rules for taking part in the service and for using our website. Part 1 is for patients and caregivers. Part 2 is for transplant center staff. Part 3 is for website visitors. Part 4 applies to everyone. Our Privacy Policy explains how we handle information and is part of these Terms.

1.1 Joining and agreeing

Your transplant center enrolls you in Stitch as part of your care. You do not sign up on your own. When you reply YES to our first text message, you agree to these Terms and to our Privacy Policy. If you are a parent, legal guardian, or caregiver helping a patient, you agree on the patient's behalf and you confirm you are allowed to do so.

1.2 What Stitch is, and what it is not

Stitch adds a nurse coordinator to your care team. Our coordinators are licensed nurses employed by Stitch. They follow the protocols and escalation rules your transplant center gives them. They help you stay on track and make sure your transplant team hears about problems quickly.

Stitch does not replace your transplant team. Decisions about your diagnosis, medications, and treatment belong to your doctors and the transplant team. If anything we send seems to disagree with what your team told you, follow your team and let them know.

1.3 Our automated assistant

Many of the texts you receive are written and sent by our automated assistant, which uses artificial intelligence, without a nurse reading them first. The assistant sends your scheduled reminders and check-ins, answers routine questions using education materials approved for your type of transplant, and handles routine requests such as reminder changes. It sorts every message you send by urgency and flags symptoms, concerns, and anything a nurse should see for your coordinator. When it is not confident in an answer, it tells you it is checking with a nurse and your coordinator replies.

The assistant does not make decisions about your care, and its messages are not medical advice from a clinician. Your nurse coordinator can see every conversation and can step in at any time. If you would rather talk to a person, say so in a text and a coordinator will reach out. You can ask your coordinator at any time whether a message you received was written by the assistant.

1.4 Emergencies

Stitch is not an emergency service. Texts may not be read by a person right away, including at night and on weekends. If you have an urgent or life-threatening problem, call 911 or go to the nearest emergency room. If you need a same-day answer from your transplant team, call the number your center gave you.

1.5 Texting

• Message frequency depends on your care plan. Message and data rates from your phone carrier may apply.
• Text STOP to stop receiving messages. Text HELP for help. You can also ask your transplant center to change how we reach you.
• Phone carriers are not responsible for delayed or undelivered messages.
• Keep your phone number current with your transplant center so our messages reach you and not someone else.
• Photos or videos you text us become part of your care record. Send only images related to your recovery.

1.6 Phone calls

Your coordinator may call you. Calls may be recorded and transcribed so the details go into your care record, and your coordinator will tell you when a call is being recorded. If you do not want a call recorded, say so and the coordinator will make a note instead.

1.7 Caregivers

You may name one caregiver to take part in your Stitch texting. Nothing is shared with them until you give permission, and you decide what they can see and do. Your caregiver must agree to receive texts and follows these same Terms. You can remove your caregiver or change their permissions at any time by telling your coordinator.

1.8 The Stitch patient website

You can sign in at patient.stitchcare.io with your phone number and a one-time code. Keep your phone secure, because anyone with your phone and the code can see your reminders. Do not share the code with anyone.

1.9 What we ask of you

• Tell us the truth about how you are feeling. Our nurses and your transplant team rely on it.
• Do not send us information about another person without their permission.
• Do not use Stitch to threaten, harass, or send anything unlawful.
• Do not try to access another person's information or to interfere with our systems.

1.10 Your information

Your health information is yours and is part of the medical record your transplant center keeps. Stitch handles it as your center's HIPAA business associate, as our Privacy Policy explains. By taking part, you allow Stitch to collect, store, and use the information you and your center provide so we can deliver the service, including sharing it with the artificial intelligence models that run inside our HIPAA-covered systems, and to use information with identifying details removed to improve the service where our agreement with your center allows.

1.11 Leaving

You can stop at any time by texting STOP or by telling your transplant center. Your center can end your enrollment at any time. When you leave, we handle your information as described in our Privacy Policy and in our agreement with your center.

2.1 Your center's agreement comes first

The written agreement between Stitch and your transplant center governs the service, including service levels, fees, and how patient information is handled. These Terms add to that agreement. If they conflict, the agreement controls.

2.2 Your account

You may use the Stitch care team dashboard only within your role at your center and any professional license you hold. Keep your login, password, and multi-factor authentication device private. Log out on shared devices. You are responsible for activity under your account. Report suspected unauthorized access right away to security@stitchcare.io. We may suspend an account to protect patient information.

2.3 Using the dashboard responsibly

Use patient information only for the care of the patients you are responsible for, and only as your center's policies and HIPAA allow. Do not export, copy, or share patient information outside your center's approved systems. Do not attempt to reverse engineer, scrape, probe, or disrupt the service.

2.4 Automated content in the dashboard

The dashboard shows content produced by our automated assistant, including patient summaries, extracted readings and symptoms awaiting confirmation, urgency rankings, and draft replies. This content is decision support, not a clinical determination. Review it before acting on it, and rely on your own clinical judgment and your center's protocols. Report anything that looks wrong to security@stitchcare.io so we can investigate.

You may use stitchcare.io for lawful purposes. The content on the site is for general information about Stitch and is not medical advice. Do not submit false information through our forms, and do not attempt to interfere with the site. Information you submit through the site is handled as described in Part C of our Privacy Policy.

4.1 Our content

The Stitch name, logo, website, dashboard, message content, training materials, and everything else we create belong to Stitch or the people who license them to us. You may use them only as part of the service. You may not copy, sell, or redistribute them without our written permission.

4.2 Availability and changes to the service

We work hard to keep the service available, but we cannot promise it will never be interrupted. We may change, pause, or retire features for maintenance, security, legal, or operational reasons. Service commitments to transplant centers are set out in their agreements with Stitch, and we tell centers about significant changes in advance.

4.3 Disclaimers and limits on liability

The service and website are provided "as is" and "as available." To the fullest extent the law allows, Stitch makes no warranties beyond those stated in a written agreement with a transplant center, and Stitch, its officers, employees, and agents are not liable for indirect, incidental, special, or consequential damages, or for the cost of substitute services, arising from use of the service or website. Nothing in these Terms limits liability that cannot be limited under applicable law, and nothing changes the obligations Stitch owes a transplant center under its written agreement.

4.4 Governing law and disputes

These Terms are governed by the laws of the State of New York, without regard to its conflict-of-law rules. If a dispute cannot be resolved informally, it will be settled by binding arbitration in New York, New York under the Commercial Arbitration Rules of the American Arbitration Association, except that either side may go to court to protect intellectual property or confidential information. Disputes between Stitch and a transplant center are governed by that center's written agreement.

4.5 Changes to these Terms

When we update these Terms, we post the new version here with a new effective date. For significant changes, we post the new version at least 15 days before it takes effect and tell transplant centers directly. Continuing to use the service after the effective date means you accept the new Terms.

4.6 Contact

Questions about these Terms: hello@stitchcare.io. Privacy: privacy@stitchcare.io. Security: security@stitchcare.io. Stitch Care, Inc.