Terms of Service

1. The service

Offload is a subscription service in which trained staff (“agents”) handle administrative tasks on your behalf and, where you have authority, on behalf of people you add to your account. The service is organized into modules: negotiating and disputing medical bills; preparing and filing health insurance appeals; making phone calls to providers, pharmacies, utilities, banks, and other organizations; and cancelling subscriptions, memberships, and services.

When you submit a request, we act as your authorized representative for that request. We communicate with third parties, request documents, negotiate balances and terms, submit appeals, and request cancellations and refunds, in each case within the scope of the authorizations you sign (Section 7). The third party always decides the result. We do not control hospitals, insurers, or companies, and we cannot compel them to act.

What we do not do, under any plan:

• Make payments, transfers, or withdrawals from any account, or hold your payment credentials for use with third parties.
• Open accounts, add authorized users, or change the ownership of any account.
• Provide legal, medical, tax, or financial advice (Section 11).
• Represent you in court, before an administrative agency, or in a formal proceeding.

2. Eligibility

You must be at least 18 years old, reside in the United States, and be able to form a binding contract to use the service. The service is offered only for matters involving United States providers, insurers, and companies. By using the service you represent that these things are true.

3. Accounts

You sign in with a one-time link sent to your email address. You are responsible for keeping access to that email address secure and for everything done through your account. Tell us at once at support@offload.help if you believe your account has been used without permission. You must give us accurate information and keep it current; we rely on it when we speak to third parties for you.

4. Subscriptions, fees, and billing

4.1 Plans and prices

Plans are sold per module, as bundles of two or three modules at a discount, or as the “Everything” plan containing all four modules. Current prices are shown on the pricing page and in the app at the time you subscribe. As of the date above: medical bills $14.99 per month including 2 bills; insurance appeals $19.99 per month including 1 appeal; phone calls $14.99 per month including 3 requests; cancellations $4.99 per month, unlimited; Everything $34.99 per month or $299.00 per year. Additional people on your account are billed monthly per person. Prices exclude any applicable taxes, which are added at checkout where required.

4.2 Setup fee

Monthly plans carry a one-time setup fee of $29.00, charged with your first payment. The setup fee is waived on the annual Everything plan. The setup fee is not refundable (Section 5.3).

4.3 Included counts and extra requests

Each module includes a number of requests per billing month. Counts reset at the start of each billing month and do not roll over. One medical bill means one statement from one billing office for one patient. One appeal means one denied claim or authorization decision through the internal appeal levels the plan offers. One phone call request means one goal with one organization, regardless of the number of attempts needed. Cancellations are unlimited.

When you have used your included count, you may buy additional requests in the app at the per-request price shown for that module. These are one-time charges to your payment method at the time of purchase, not changes to your subscription.

4.4 Automatic renewal

Subscriptions renew automatically at the end of each billing period (monthly or annual) at the then-current price for your plan until you cancel. By subscribing you authorize us and our payment processor, Stripe, to charge your payment method on each renewal date and for extra requests you buy. If a charge fails we may retry it and, if it continues to fail, suspend or cancel your subscription. We will notify you before any price increase takes effect on your renewal, and you may cancel before it applies.

4.5 Changing your plan

You may add or remove modules and people in the app. Changes are reflected in your billing as described at the time you make them. If you select all four modules you are moved to the Everything plan.

5. Cancellation and refunds

5.1 Cancelling

You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of the billing period you have already paid for. You keep access, and we continue working open requests, until then. There is no cancellation fee.

5.2 Subscription fees

Subscription fees, including annual fees, are not refunded for partial periods, except where required by law or as provided in Section 6.

5.3 Setup fee

The setup fee is not refundable once your account has been set up.

5.4 Extra requests

An extra request you have purchased is refundable in full if you ask within 30 days of purchase and we have not started work on it. Work has started when an agent has been assigned and has taken a first action, such as placing a call or sending a records request. Once work has started the purchase is not refundable.

5.5 Our right to cancel

We may suspend or cancel your account if you breach these Terms, if a request would require us to act unlawfully or outside the scope of your authorizations, or if we discontinue the service. If we cancel for a reason other than your breach, we will refund the unused portion of any prepaid subscription period on a pro-rata basis.

6. The annual guarantee

The annual guarantee applies only to the Everything plan billed annually (the “Annual Plan”). If the Logged Savings on your account during the first Guarantee Year are less than the Annual Plan fee you paid for that year, your next Annual Plan year is free.

• Guarantee Year means the twelve months starting on the date your Annual Plan first became active.
• Logged Savings means the total of the savings entries recorded on your account by our agents during the Guarantee Year, in United States dollars. A savings entry is the difference between an amount you were charged, denied, or would otherwise have paid and the amount you actually owe or pay after our work, and includes bill reductions, appeals paid by the insurer, refunds obtained, fees waived, and the twelve-month value of recurring charges we cancelled. Each entry records the before and after amounts and the evidence for them.
• Verification. Savings entries are reviewed by our operations staff before they count. We may correct an entry that was recorded in error and will tell you if we do. Savings you obtained without our involvement do not count.
• How it is applied. At the end of the Guarantee Year we compare Logged Savings to the Annual Plan fee you paid, excluding fees for added people, extra requests, and taxes. If Logged Savings are lower, we apply a credit equal to the next year's Annual Plan fee to your renewal. Added people and extra requests are still billed. You do not need to make a claim.
• Conditions. The guarantee applies once per account, to the first Guarantee Year only. It requires that your Annual Plan remained active and paid for the full Guarantee Year and that you renew for the free year. The credit has no cash value and is not transferable.

7. Authorizations and acting for others

Medical bill and insurance appeal requests require a signed HIPAA authorization for the patient. Phone call and cancellation requests require a signed letter of authorization for the account holder. You sign these electronically in the app, and you agree that your electronic signature has the same effect as a handwritten one under the federal ESIGN Act and applicable state law. We keep signed copies and provide them to third parties when they ask.

When you add another person to your account and submit requests for them, you represent and warrant that you have legal authority to act for that person in the matter, for example as their agent under a power of attorney, their health care proxy or guardian, or with their express permission, and that you will provide documentation of that authority on request. Where the person is able to, we may ask them to sign the authorizations themselves. You are responsible for requests you submit on another person's behalf.

You may revoke an authorization at any time by emailing support@offload.help. Revocation stops further action on requests that depend on it but does not affect actions already taken.

8. What we need from you

The service depends on accurate information and reasonable cooperation. You agree to provide the documents we ask for, respond to our questions within a reasonable time, tell us promptly if a third party contacts you about an open request, and not take actions on an open request without telling us (for example, paying a bill we are negotiating). If a request stalls for more than 30 days because we are waiting on you, we may close it, and it still counts toward your included requests.

9. Acceptable use

You agree not to use the service to:

• Submit requests about accounts or people you have no authority over.
• Provide false information to us or, through us, to a third party.
• Dispute charges you know to be valid in order to avoid paying them.
• Harass, threaten, or abuse our staff or the third parties we contact for you.
• Break the law, or ask us to.
• Interfere with the service, probe or test its security, or access it by automated means without our written permission.

10. Your content and our materials

You keep ownership of the documents and information you upload. You grant us a license to store, copy, and use them as needed to provide the service, including sharing them with third parties in the course of a request, and to keep records as described in the Privacy Policy. The service, including its software, design, templates, scripts, and content, is owned by Lazarus LLC or its licensors and is protected by intellectual property laws. We grant you a limited, revocable, non-transferable license to use it for your own personal, non-commercial purposes in accordance with these Terms.

11. No advice; no guarantee of outcomes

Offload provides administrative assistance. We are not a law firm, medical provider, insurance broker, licensed public adjuster, credit repair organization, or financial adviser, and nothing we say or write is legal, medical, insurance, tax, or financial advice. Where a request raises questions that need a licensed professional, we will tell you.

Except for the annual guarantee in Section 6, we make no promise about the result of any request. Whether a bill is reduced, an appeal is granted, a call achieves its goal, or a cancellation is honored is decided by the third party. Examples on our website are illustrations of the kind of work we do, not predictions.

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE FULLEST EXTENT PERMITTED BY LAW WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. Some states do not allow the exclusion of implied warranties, so some of these exclusions may not apply to you.

12. Limitation of liability

TO THE FULLEST EXTENT PERMITTED BY LAW, LAZARUS LLC AND ITS MEMBERS, MANAGERS, EMPLOYEES, CONTRACTORS, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST SAVINGS, OR LOSS OF DATA, ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS, HOWEVER CAUSED AND UNDER ANY THEORY OF LIABILITY, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

OUR TOTAL LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS IS LIMITED TO THE FEES YOU PAID US IN THE TWELVE MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. THESE LIMITS APPLY TOGETHER, NOT SEPARATELY. Some states do not allow the limitation of liability for certain damages, so some of these limits may not apply to you. Nothing in these Terms limits liability that cannot be limited by law.

You are responsible for the deadlines that apply to your bills, claims, and accounts. We work to them, but you should not rely on us as your only means of meeting a deadline you knew about, and we are not liable for a missed deadline where you gave us less time than the first-action targets published on our pricing page.

13. Indemnity

You agree to defend, indemnify, and hold harmless Lazarus LLC and its members, managers, employees, contractors, and agents from any claim, loss, or expense, including reasonable attorneys' fees, arising out of your breach of these Terms, your violation of law, information you provided that was false, or a request you submitted on behalf of a person without the authority to do so.

14. Arbitration and class action waiver

Please read this section carefully. It affects your rights.

14.1 Informal resolution first

Before starting arbitration, you agree to email support@offload.help with a description of the dispute and what you want, and to give us 30 days to resolve it with you. We agree to do the same, by writing to the email on your account.

14.2 Binding arbitration

If we cannot resolve the dispute informally, any dispute, claim, or controversy arising out of or relating to these Terms or the service will be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, rather than in court. The Federal Arbitration Act governs this section. The arbitrator may award the same individual relief a court could. Arbitration will take place by video conference, by written submissions, or in the county where you live, at your choice. We will pay AAA filing and arbitrator fees for claims under $10,000 unless the arbitrator finds the claim frivolous.

14.3 Exceptions

Either party may bring an individual claim in small claims court, and either party may seek an injunction in court to stop unauthorized use or abuse of the service or infringement of intellectual property rights.

14.4 Class action waiver

YOU AND LAZARUS LLC 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, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING. The arbitrator may not consolidate more than one person's claims. If this waiver is found unenforceable for a particular claim, that claim will proceed in court, not in arbitration, and the rest of this section still applies.

14.5 30-day opt-out

You may opt out of this arbitration agreement by emailing support@offload.help from the email address on your account with the subject “Arbitration opt-out” within 30 days of first creating your account. Opting out does not affect any other part of these Terms.

15. Governing law

These Terms and any dispute between you and us are governed by the laws of the State of South Carolina and applicable federal law, without regard to conflict-of-law rules. Subject to Section 14, the state and federal courts located in Horry County, South Carolina, have exclusive jurisdiction over any dispute that is not arbitrated, and you consent to their jurisdiction.

16. Changes to the service or these terms

We may change the service, including modules, included counts, and first-action targets, and we may change these Terms. If a change is material we will email the address on your account at least 30 days before it takes effect, and price changes take effect only at your next renewal. Your continued use after the effective date is acceptance of the change. If you do not agree, cancel before then.

17. General

• Entire agreement. These Terms, the Privacy Policy, and the authorizations you sign are the entire agreement between you and us about the service.
• Severability. If any part of these Terms is found unenforceable, the rest remains in effect.
• No waiver. Our not enforcing a provision is not a waiver of it.
• Assignment. You may not transfer your account or these Terms. We may assign them in connection with a merger, acquisition, or sale of assets, and will notify you if we do.
• Notices. We send notices to the email address on your account. You send notices to the addresses in Section 18.
• Survival. Sections 10 through 15 and 17 survive termination of your account.

18. Contact

Lazarus LLC d/b/a Offload
4413 Indigo Ln, Murrells Inlet, SC 29576
support@offload.help

Questions about this document: email support@offload.help or write to Lazarus LLC, Attn: Legal, 4413 Indigo Ln, Murrells Inlet, SC 29576.