Terms of Service

These Terms of Service ("Terms") are a legal agreement between you and HavenWise Advocates ("HavenWise," "we," "us," or "our"). They govern your use of the website at havenwiseadvocates.com and any related services we provide — including the booking form, future authenticated client portal at portal.havenwiseadvocates.com, phone-based concierge advocacy services, and email correspondence with our team (collectively, the "Services").

By using the Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use the Services.

1. Who can use HavenWise

To use the Services, you must:

• Be at least 18 years old.
• Be located in the United States (we currently provide Services only to US residents).
• Either (a) be the older adult receiving care, or (b) be an adult family member, friend, or representative authorized to engage HavenWise on their behalf.
• Have the legal capacity to enter into a binding contract.

If you are using the Services on behalf of another person (a parent, spouse, or other family member), you represent that you have the authority to do so — either by their consent or through a legal authority such as Power of Attorney, healthcare proxy, or guardianship. See Section 5 for more on authority.

2. What HavenWise does

HavenWise provides non-medical concierge advocacy services for older adults and their families, primarily by phone. Specific services depend on the membership package you select and may include:

• Appointment scheduling and reminders
• Wellness check calls
• Coordination with your family member's healthcare providers, pharmacies, and other professionals (with appropriate authorization)
• Care coordination updates to designated family members
• Help navigating administrative paperwork and processes (insurance, billing, applications)
• Coordination of third-party services (transportation, meal delivery, home services)
• Social check-in calls and conversation
• General phone-based support and a calm voice on the other end of the line

3. What HavenWise is NOT

HavenWise is intentionally and explicitly not:

• A medical or healthcare provider. We do not diagnose, treat, prescribe, monitor vital signs, administer medication, or provide medical advice. Nothing we say should be treated as medical advice. Always consult a qualified healthcare professional for medical questions.
• A legal advisor. We do not provide legal advice, draft legal documents, or represent you in any legal matter. Consult a licensed attorney for legal questions.
• A financial advisor or money manager. We do not manage your money or your family member's money, provide investment advice, file tax returns, or accept custody of funds. Consult a licensed financial professional for financial questions.
• An emergency service. See the emergency notice above.
• A licensed care provider (nurse, home health aide, certified nursing assistant, etc.). We do not provide hands-on care, in-home assistance, or any service requiring a healthcare or care-provider license.
• A placement service. We do not place clients in care facilities or receive referral fees from any care facility, transportation provider, or other vendor.
• A guardian or fiduciary by default. We are not appointed by a court to act on your behalf and we do not assume legal responsibility for decisions made on behalf of an older adult unless explicitly contracted to do so under separate written agreement and applicable law.

4. Accounts

Some Services require an account. When our authenticated client portal launches:

• One family account is created per client engagement; multiple individual users may be authorized to access the same family's account.
• You agree to keep your login credentials confidential and not share them outside the authorized family group.
• You are responsible for activity that occurs under your account.
• Notify us immediately at [email protected] if you suspect unauthorized access.
• Only one person within an authorized family group can be actively editing the onboarding form at a time (a soft lock — another authorized user can take over editing with a click).

5. Authority and consent to share information about family members

Because HavenWise coordinates services on behalf of older adults, you will often provide us with information about a parent or other family member. By providing such information, you represent and warrant that one of the following is true:

1. The family member has consented to your sharing their information with HavenWise for the purpose of coordinating services on their behalf; or
2. You hold a legal authority — such as a Power of Attorney, healthcare proxy, court- appointed guardianship, or conservatorship — that authorizes you to act on the family member's behalf for the purposes for which information is being shared.

We rely on your representation and do not independently verify your authority at the marketing-site stage. For higher-stakes coordination (such as calls to a healthcare provider or insurer), we may require documentation of your authority at the time we are asked to act, before we act.

If your authority changes — for example, your parent regains decision-making capacity, or a Power of Attorney is revoked — notify us promptly so we can adjust our records.

You agree to indemnify HavenWise for any claims arising from your inaccurate representation of your authority. See Section 14 (Indemnification).

6. Acceptable use

You agree not to:

• Use the Services for any unlawful purpose or in violation of any applicable law or regulation.
• Provide false, inaccurate, or misleading information.
• Impersonate any person or entity, or misrepresent your affiliation with a person or entity.
• Use the Services to harass, abuse, intimidate, defraud, or financially exploit any older adult or any other person.
• Attempt to gain unauthorized access to any account, server, system, or data.
• Scrape, reverse-engineer, decompile, or otherwise attempt to extract the source code of our software.
• Interfere with the operation of the Services or impose an unreasonable load on our infrastructure.
• Send any malicious code (viruses, worms, etc.) or attempt to circumvent our security measures.
• Use the Services to send unsolicited marketing communications, including to your family member or third parties.
• Verbally abuse, harass, or threaten our staff. We will end the engagement (without refund) of any user who does so.

We reserve the right to investigate suspected violations, suspend or terminate accounts, and report criminal activity to law enforcement.

7. Service availability and changes

We strive to provide reliable Services but do not guarantee uninterrupted availability.

• Hours of operation. Phone-based advocacy services are generally provided during posted business hours. Specific availability is communicated to clients as part of onboarding. We are not a 24/7 service.
• Response times. We aim to respond to client requests within one business day. We are not contractually bound to specific response times unless explicitly agreed in writing.
• Maintenance and outages. We may temporarily suspend Services for maintenance, security, or other operational reasons. We will provide advance notice when reasonably possible.
• Changes to Services. We may add, change, or discontinue specific features at any time. Material changes that affect your package or pricing get at least 30 days' notice.

8. Pricing, payment, and renewals

• Membership package pricing is described on our website at the time of sign-up.
• Memberships are billed in advance on a monthly or annual basis as you select.
• Memberships auto-renew at the end of each billing period unless cancelled before the renewal date.
• We may change prices with at least 30 days' notice by email to active clients. Price changes take effect at your next renewal; you may cancel before the renewal to avoid the new price.
• Failure to pay after a 14-day grace period and reasonable notice may result in suspension of Services. Your account data will be retained per our Privacy Policy retention schedule even during suspension.
• Optional add-on services and one-off coordination requests outside your package may be billed separately at our then-current rates, with your prior approval.

9. Cancellation, refunds, and termination

You may cancel anytime by emailing [email protected] or by using the cancellation option in your account (when available). No cancellation fees, no penalty, no long-term commitment.

Effect of cancellation. Cancellation takes effect at the end of your current paid billing period. You retain access to Services through the end of that period. Pre-paid fees for completed billing periods are generally non-refundable.

Refunds. If we materially fail to provide Services as described and are unable to remedy the failure within a reasonable time, you may request a prorated refund for the affected period. Refund decisions outside this circumstance are at our discretion and granted on a case-by-case basis.

Termination by us. We may terminate or suspend your access to the Services, with or without notice, if you (a) violate these Terms; (b) misuse the Services in a way that harms our staff or other clients; (c) commit fraud or financial exploitation; (d) fail to pay; or (e) for any other reason permitted by law, with at least 30 days' notice for non-cause terminations.

Data handling on termination. See our Privacy Policy for retention and deletion practices.

10. Intellectual property

The Services, including the website design, written content, the HavenWise Advocates name, logo, and brand marks, are owned by HavenWise Advocates and protected by copyright, trademark, and other intellectual property laws.

We grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Services for your personal, non-commercial purposes consistent with these Terms. You may not:

• Reproduce, modify, distribute, sell, lease, sublicense, or create derivative works of any part of the Services without our written permission.
• Use our trademarks or brand without our written permission.
• Remove any copyright, trademark, or other proprietary notices.

All rights not expressly granted to you are reserved by HavenWise.

11. Content you submit

You retain ownership of all information you submit through the Services (your name, your family member's information, descriptions of your situation, etc.).

You grant HavenWise a limited, royalty-free license to use that information solely for the purposes described in our Privacy Policy — i.e., to provide and improve the Services to you. We will not use your submitted content for any other purpose, and we will not sell or share it for marketing.

You are responsible for the accuracy and lawfulness of the information you submit, including the representation that you have authority to share information about a family member (Section 5).

12. Third-party services and links

The Services rely on third-party providers (described in our Privacy Policy, Section 5) and may include links to third-party websites. Those third parties operate under their own terms and policies. We are not responsible for their actions, terms, policies, or content. Review their terms before using their services.

When we coordinate with third parties on your behalf — for example, calling your parent's doctor's office — we do so based on your authorization. We are not responsible for the third party's response, accuracy, or service quality. The third party's relationship is with you (or your family member), not with us.

13. Disclaimer of warranties

The Services are provided "AS IS" and "AS AVAILABLE", without warranty of any kind, express or implied. To the maximum extent permitted by law, HavenWise disclaims all warranties, including but not limited to:

• Implied warranties of merchantability, fitness for a particular purpose, and non-infringement
• Warranties that the Services will be uninterrupted, error-free, or secure
• Warranties about the accuracy, reliability, or completeness of any information provided through the Services
• Warranties about the conduct or output of any third party we coordinate with on your behalf
• Warranties of any specific outcome or result from using the Services

Any general informational content you receive from HavenWise about healthcare, legal, financial, or related topics is for general informational purposes only and is NOT professional advice. Always consult a qualified licensed professional for advice in those areas.

Some jurisdictions do not allow the exclusion of implied warranties. To the extent your jurisdiction does not allow such exclusions, the above disclaimers apply only to the maximum extent permitted by applicable law.

14. Limitation of liability

To the maximum extent permitted by applicable law:

• HavenWise will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages — including but not limited to loss of profits, loss of data, loss of goodwill, emotional distress, or any other intangible loss — arising out of or related to your use of the Services, even if we have been advised of the possibility of such damages.
• HavenWise will not be liable for the acts or omissions of third parties we coordinate with on your behalf (your family member's doctor, transportation provider, pharmacy, etc.).
• HavenWise will not be liable for any harm to your family member arising from a medical emergency, fall, illness, exploitation, or other event that HavenWise was not engaged to prevent or did not have the means to prevent.
• Aggregate liability cap. Our total aggregate liability for any claim arising out of or related to the Services or these Terms is limited to the greater of (a) the total fees you paid to HavenWise in the twelve (12) months immediately preceding the event giving rise to the claim, or (b) one hundred US dollars (US $100).

Some jurisdictions do not allow these limitations. To the extent your jurisdiction does not allow such limitations, the above applies to the maximum extent permitted by applicable law. The above limitations do not limit liability that cannot be excluded under applicable law, including liability for gross negligence, willful misconduct, or fraud.

15. Indemnification

You agree to defend, indemnify, and hold harmless HavenWise Advocates, its staff, contractors, and authorized agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable attorneys' fees) arising out of or related to:

• Your use or misuse of the Services
• Your violation of these Terms
• Your violation of any third party's rights or any applicable law
• Inaccurate, incomplete, or fraudulent information you provide to us
• Your misrepresentation of your authority to act on behalf of a family member (Section 5)
• Use of the Services to harm, defraud, or financially exploit an older adult

We reserve the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which case you agree to cooperate with our defense.

16. Dispute resolution

Step 1 — Informal resolution. If you have a dispute with us, please give us a chance to resolve it informally first. Email [email protected] with the subject line "Dispute" and describe what's wrong. Both parties agree to make a good-faith effort to resolve the dispute within sixty (60) days of the initial notice.

Step 2 — Court. If informal resolution fails, any unresolved dispute will be brought in the state or federal courts located in Davidson County, Tennessee. You and HavenWise consent to the exclusive jurisdiction and venue of those courts.

Nothing in this Section limits your right to pursue claims in small claims court that qualify for that forum, or to seek injunctive or equitable relief in any court of competent jurisdiction to protect intellectual property rights or confidential information.

Nothing in these Terms waives any non-waivable right you have under applicable consumer protection law.

17. Governing law

These Terms are governed by the laws of the State of Tennessee, without regard to its conflict-of-laws principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

18. Changes to these Terms

We may update these Terms from time to time. The "Last updated" date at the top reflects the most recent revision.

For material changes that increase your obligations or reduce your rights, we will give at least thirty (30) days' advance notice by email to active clients and posting a notice on the Site. Your continued use of the Services after the effective date of a material change constitutes your acceptance of the updated Terms. If you do not agree with a change, your remedy is to stop using the Services and cancel before the change takes effect.

For non-material changes (typo corrections, clarifications, link updates), the updated date is the only notice we provide.

19. Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision will be modified to the minimum extent necessary to make it enforceable, or severed if it cannot be modified. The remaining provisions of these Terms will remain in full force and effect.

20. Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, sale of assets, or by operation of law.

21. Entire agreement

These Terms, together with our Privacy Policy and any written service agreement between you and HavenWise, constitute the entire agreement between you and HavenWise regarding the Services. They supersede any prior agreements between you and HavenWise regarding the same subject matter.

22. Contact

For any question about these Terms, or to give notice required under these Terms, contact us at:

Email (preferred): [email protected]
Subject line for disputes: "Dispute"
Subject line for termination notices: "Cancellation"

Mailing address:
HavenWise Advocates
Nashville, Tennessee
(Full street address to be added.)

These Terms together with the Privacy Policy form the entire agreement between you and HavenWise Advocates regarding the Services. If any part is held unenforceable, the remainder remains in full force and effect.