These are the rules for using the Prime Years Medical website and member app. They cover what this site is and is not, how prescribing decisions get made, what you are buying and from whom, and how we handle a disagreement. Two sections change your legal rights and are flagged in bold below.
Effective September 2, 2026 · Version 1.2
Read section 2 and section 17. Section 2 explains that nothing on this site is medical advice and that reading it does not make you anyone’s patient. Section 17 is an agreement to settle disputes by individual arbitration rather than in court, and it gives up the right to a jury trial and to take part in a class action. You have 30 days from first accepting these Terms to opt out of arbitration, and opting out costs you nothing else.
1. Your agreement to these terms
The website at primeyearsmedical.com and the member app (together, the “Site”) are operated by Prime Years Medical (“Prime Years”, “we”, “us”, “our”). These Terms of Use (“Terms”) govern your use of the Site.
By using the Site, creating an account, or clicking a button that says you agree, you accept these Terms. If you do not accept them, do not use the Site. You must be at least 18 years old.
Some parts of the Site come with their own additional terms — for example, a consent form you sign before a clinical visit, or the terms of the company that sells you supplements. Those apply alongside these Terms. Where a consent form you signed and these Terms disagree about your care, the consent form wins.
2. This site is not medical advice
Everything you read on this Site is general health information. It is not medical advice, it is not a diagnosis, and it is not a treatment recommendation for you.
Reading this Site, browsing treatments, or using our tools does not create a doctor–patient relationship between you and anyone. That relationship starts only when a licensed clinician accepts you as a patient after reviewing your case.
Do not use this Site in an emergency. If you think you may be having a medical emergency, call 911 or go to your nearest emergency department. Do not wait for a reply from us, from a clinician, or from our assistant.
Do not delay or disregard advice you have already been given by a doctor because of something you read here.
Do not start, stop or change a medication on the strength of anything on this Site. Talk to a clinician.
Individual results vary, and outcomes are not promised. Anything we describe about how a therapy typically works is a general statement, not a prediction about you.
Some therapies we describe are not FDA-approved for the use discussed, or are compounded to order rather than manufactured as an approved product. Where that is so, the clinician who proposes it will explain the status and the reasoning before you decide. Marketing pages are not that conversation.
Our analytics are decision support, not diagnosis. Prime ranges, the Prime Score, trends and biological-age style models exist to give you and your clinician something to talk about. They do not replace clinical judgement and they are not a test result.
3. How care actually works here
Prime Years is not a medical practice and does not practise medicine. We build and run the platform. Medical care is provided by licensed clinicians working through our affiliated professional entity and our clinician network, and by the pharmacies and laboratories they send work to. Those clinicians exercise their own independent professional judgement, and we do not direct it.
Paying us does not buy a prescription
This is the rule the whole platform is built around, so it is worth stating plainly:
What you pay for is an evaluation, and an evaluation may or may not result in a prescription. It is not a purchase of a medication.
A clinician may decide you are not a candidate, may propose something different from what you asked for, or may decline entirely. That is the system working, not a fault in it.
Where a medication is involved, your card is authorised but not charged until a clinician approves. If the clinician declines, the authorisation is released and you are not charged for the medication.
No amount of money changes a clinical answer. Neither we nor you can pay a clinician to reach a particular conclusion.
You have to tell us the truth. Clinicians decide from what you give them. If your intake is incomplete or inaccurate — a medication you left out, a condition you did not mention, an allergy you forgot — the decision made from it can be wrong in a way that harms you. Keeping your information current is your responsibility and it is a real one.
Telehealth has limits. A remote visit cannot do everything an in-person examination can. There may be times when a clinician cannot safely treat you remotely and tells you to be seen in person. Technology can also fail; if a visit or a message does not get through, contact us.
We are cash-pay. We do not bill insurance, Medicare or Medicaid, and what you pay us is unlikely to count toward a deductible. We do not promise that any insurer will reimburse you.
4. Our AI assistant
Parts of this Site use artificial intelligence. When you are talking to software rather than a person, we say so, every time.
What it is for: understanding your own file, and getting ready for a conversation with a clinician. It is not a diagnostic tool, not a treatment tool, and not a substitute for professional medical judgement.
Marcus is an AI education and navigation layer, not a clinician. It has no medical licence, no credential and no authority. It helps you understand your file and prepare questions for your clinician, who writes any plan. It does not diagnose or treat, and it does not prescribe.
AI can be wrong, including confidently wrong. Treat what it tells you as information to raise with your clinician, not as instructions to follow. Do not act on it alone, and do not use it in an emergency.
It cannot buy anything or change your record on its own. The most it can do is propose an item for your cart or propose a change to your file. Both need your confirmation, and you see the exact wording before anything is saved.
What it saves is your report, not a finding. If you tell Marcus about a symptom, a condition, a medication or an allergy, it goes on your file in your name, as something you told us — never as a clinician’s finding or a test result, and never as confirmed. A clinician confirms it or does not. Your care team reads it that way.
Anything that costs money needs you to send it. Where the assistant prepares something that would create a paid request — a case for a clinician, a lab order, a change to an existing plan — it drafts it, you edit it, and nothing goes anywhere until you press send. Leaving the conversation does not send it.
A licensed clinician decides anything clinical, and is the decider of record. The assistant may prepare material for a clinician to review — a summary of what is on your file, candidate options drawn from that clinician’s own protocols, and the questions worth asking. It does not choose for them, and their decision is the one that counts. Where it prepares something for a clinician, the same limits in this section apply to it.
A human is always available. You are never required to go through the assistant to reach us or your care team. Email support@primeyearsmedical.com and a person answers.
Your data does not train AI models. Not ours, not our providers’. How the assistant handles your information, where it runs, and what it is technically prevented from doing are set out in section 8 of our Privacy Policy.
5. Your account
Some features require an account. When you register, give us accurate and complete information and keep it current — in a health product, a stale address or an old phone number is a safety problem, not an administrative one.
You are responsible for keeping your password confidential and for what happens under your account. Turn on multi-factor authentication. If you think someone else has got into your account, tell us immediately at support@primeyearsmedical.com. We are not liable for losses caused by your not keeping your credentials secure.
Do not share an account. Do not create an account for someone else, or use someone else’s identity or payment method. Everything in your account is treated as coming from you, and a clinician will rely on it.
You can ask us to close your account at any time. Some of your record has to be retained afterwards because clinical record-retention law requires it — see section 12 of the Privacy Policy.
6. Using the site
Licence
Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable licence to use the Site for your own personal, non-commercial purposes.
What you may not do
Sell, rent, lease, sublicense, distribute or commercially exploit the Site or anything on it.
Modify it, create derivative works from it, or reverse-engineer, decompile or disassemble any part of it.
Use it to build a competing product or service.
Copy, republish, scrape, or systematically download any part of it, including by automated means, except as these Terms expressly allow.
Remove or obscure any copyright or proprietary notice.
Interfere with the Site’s security, probe it for vulnerabilities without our written permission, or try to access an account or record that is not yours.
Upload anything unlawful, or anything containing malware.
Misrepresent who you are, or submit someone else’s health information as your own.
Changes to the site
We may change, suspend or discontinue any part of the Site at any time. We will give notice where we reasonably can, and we will not do it in a way that leaves you unable to reach your own record or your care team without warning.
Ownership
The Site, its software, its design, its written content and its trade marks belong to Prime Years or its suppliers. These Terms give you access, not ownership, and all rights not expressly granted are reserved. Your health record is a separate thing and it is yours — you can get a copy of it in an electronic format at any time.
7. Privacy
Your use of the Site is also governed by our Privacy Policy, which is part of these Terms. It describes what we collect, how we use it, who we share it with, how we use artificial intelligence, and the rights you have. By using the Site you confirm you have read it.
Where these Terms and the Privacy Policy disagree about your personal information, the Privacy Policy controls. Residents of Washington, Nevada and Connecticut should also read our Consumer Health Data Privacy Policy.
We use only the cookies the Site needs to work — signing you in, keeping your session secure, and remembering your cart. We run no advertising trackers on pages that show health information. Section 17 of the Privacy Policy has the detail.
Electronic communications. By using the Site you agree that we may communicate with you electronically, and that electronic notices, disclosures, consents and signatures satisfy any requirement that they be in writing. That includes consent forms you sign in the app. You can withdraw that agreement, but doing so may mean we can no longer provide the service, since we are an online service.
8. What you send us
You keep ownership of what you upload — your documents, your photographs, your messages, your answers. You give us permission to use them for the purposes in the Privacy Policy: providing your care, running the platform, and meeting our legal obligations. Nothing more.
Nothing you upload is published. There is no public profile, no feed and no community here. Your record is visible to you, to the clinicians treating you, to staff whose role requires it, and to anyone you deliberately share it with.
Feedback is different. If you send us a suggestion about the product — a feature idea, a complaint about a screen — you grant us a perpetual, irrevocable, worldwide, royalty-free licence to use it freely and without attribution. Please do not send us anything confidential as feedback. This applies to product suggestions only and never to your health information.
9. Orders, prices, refunds and shipping
Who you are actually buying from
Consultations and lab panels are bought from Prime Years, and we take that payment.
Prescription medications are dispensed by licensed pharmacies on a clinician’s prescription. What you pay covers the evaluation and, where a prescription follows, the medication — see section 3 for how the charge works.
Supplements are sold by our supplement partner, not by us. That company is the seller of record, takes your payment on its own systems, ships the product, and handles its own returns under its own terms. We show you the catalogue and pass on what your clinician suggested.
Prices
Prices are in U.S. dollars and may change. The price that applies is the one shown at checkout when you confirm. We do our best to keep prices and descriptions accurate; if something is listed wrongly, we may cancel the order and refund you rather than honour an error, and we will tell you why.
Cancellations and refunds
Before a clinician reviews your case, you can cancel a consultation and be refunded in full.
Once a clinician has reviewed your case, the evaluation has happened and that fee is generally not refundable — including where the answer was that you are not a candidate. You paid for the assessment, and you got it.
Medications cannot be returned once dispensed. Federal and state law bar pharmacies from accepting returned prescription drugs for resale. If a medication arrives damaged, incorrect, or fails to arrive, contact us and we will make it right.
Lab panels are refundable until the requisition is issued. After that, ask us — if the lab has not incurred the cost, we will usually refund it.
Supplements follow our supplement partner’s return policy, because they are the seller.
To ask about a refund, email support@primeyearsmedical.com. A person, not an automated system, decides it. If we ever offer a recurring or auto-renewing plan, we will tell you the price, the renewal interval and how to cancel before you agree to it, send you a reminder before each renewal where the law requires one, and give you a way to cancel that is as easy as signing up was.
Shipping
We ship within the United States only. Delivery estimates are estimates. Some medications need particular handling and may ship on their own schedule. Risk of loss passes when the carrier delivers to the address you gave us — which is a reason to keep that address current.
10. Who can use this service
You must be 18 or older, physically located in the United States, and in a state where a clinician in our network is licensed and where the therapy you are asking about may lawfully be prescribed. Availability differs by state and changes, and we will tell you if we cannot serve yours.
You may not use this service on someone else’s behalf, and you may not use it to obtain a medication for anyone but yourself. Doing so is grounds for immediate termination, and in some cases it is a crime.
We may refuse or discontinue service, and a clinician may decline to treat you, where doing so is the clinically or legally correct call.
11. Third-party services and other users
The Site links to and integrates with services run by other companies — our payment processor, our supplement partner, laboratories, pharmacies, and the device companies whose wearables you may connect. We do not control them. Their own terms and privacy practices apply to your use of them, and you use them at your own risk.
If you share your record with a trainer, an outside doctor, a family member or a caregiver, that is between you and them. We give you the switch and the audit trail; we are not responsible for what they do with what you showed them.
To the fullest extent the law allows, you release Prime Years and its officers, employees, agents, successors and assigns from claims arising out of third-party services or other users. If you are a California resident, you waive California Civil Code §1542, which says: a general release does not extend to claims the releasing party does not know or suspect to exist in their favour at the time of the release and which, if known, would have materially affected the settlement.
12. Disclaimers
THE SITE IS PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE FULLEST EXTENT PERMITTED BY LAW, PRIME YEARS AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SITE WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF HARMFUL CODE, OR THAT ANY INFORMATION ON IT IS COMPLETE OR CURRENT. WHERE APPLICABLE LAW REQUIRES WARRANTIES THAT CANNOT BE DISCLAIMED, THEY ARE LIMITED TO 90 DAYS FROM YOUR FIRST USE.
This section is about the Site — the software. It does not limit the professional duties a licensed clinician owes you when they treat you, and nothing in these Terms is intended to disclaim liability for personal injury caused by professional negligence, or to waive any right you have that the law says cannot be waived.
13. Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW: (A) PRIME YEARS AND ITS SUPPLIERS WILL NOT BE LIABLE FOR ANY LOST PROFITS, LOST DATA, COST OF SUBSTITUTE SERVICES, OR ANY INDIRECT, CONSEQUENTIAL, INCIDENTAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES ARISING FROM OR RELATED TO THESE TERMS OR YOUR USE OF, OR INABILITY TO USE, THE SITE; AND (B) OUR TOTAL LIABILITY FOR ANY CLAIM ARISING UNDER THESE TERMS IS CAPPED AT THE GREATER OF $50 AND THE AMOUNT YOU PAID US IN THE SIX MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. MULTIPLE CLAIMS DO NOT INCREASE THE CAP.
What this cap does not touch: claims for personal injury, claims of professional negligence against a treating clinician, our own fraud or wilful misconduct, and anything else the law does not permit to be limited. Some states do not allow the exclusion of certain damages, in which case the exclusions above apply to you only as far as that state permits.
14. Indemnification
You agree to defend, indemnify and hold harmless Prime Years and its officers, employees and agents from claims, and reasonable costs and attorneys’ fees, arising out of your use of the Site, your breach of these Terms, your provision of false or incomplete health information, or your violation of any law. We may take over the defence of such a claim at your expense, and you agree to cooperate. You will not settle any such claim without our written consent. We will make reasonable efforts to notify you promptly of a claim we become aware of.
15. Term and termination
These Terms apply for as long as you use the Site. We may suspend or terminate your access, including deleting your account, if you breach these Terms, if we are required to, or if we discontinue the service. We are not liable to you for a termination made on those grounds.
Termination does not take your record away from you. Whatever the reason, you can still get a copy of your health record, and we still retain what clinical record-retention law requires us to retain. If we discontinue the service, we will give you notice and time to export.
Sections 2, 4, 6 (ownership and restrictions), 7, 8, 9 (amounts already owed), and 11 through 19 survive termination.
16. State-specific notices
These apply only to users subject to the law of the state named. Where one conflicts with another part of these Terms, the state-specific provision controls for users in that state.
California
Under California Civil Code §1789.3, California users are entitled to this notice: the provider of the Site is Prime Years Medical, at the postal address in section 19. To complain about the Site or request further information, write to that address or email support@primeyearsmedical.com. You may also contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs at 1625 N. Market Blvd., Suite N112, Sacramento, CA 95834, or (800) 952-5210. California residents also have rights under the CCPA as amended by the CPRA — see our Privacy Policy.
Colorado, Connecticut, Virginia, Texas and other privacy-law states
If you live in a state with a comprehensive consumer privacy law, you have rights of access, correction, deletion and portability, and rights to opt out of sale, targeted advertising and certain profiling. We do not currently sell personal information, do not run targeted advertising, and do not profile you in a way that produces a legal or similarly significant effect. Those are statements about our practices today rather than promises about the future — section 10 of the Privacy Policy sets out what would have to happen first, and section 16 of it covers each state.
Nevada
Nevada residents may direct us not to sell certain personal information under NRS Chapter 603A. We do not currently make such sales. To register the direction now, so that it binds us if we ever do, email privacy@primeyearsmedical.com.
Please read this section carefully. It affects your legal rights, including your right to sue in court and your right to a jury trial. You can opt out within 30 days — see 17.9.
17.1 What it covers
Except as described below, you and Prime Years agree to resolve any dispute arising out of or relating to the Site or these Terms by binding individual arbitration rather than in court. Two things are outside it: claims that qualify for small claims court and are brought individually, and requests for injunctive relief to protect intellectual property.
17.2 Try to resolve it first
Before starting arbitration, the party raising the dispute sends the other a written notice describing it. Within 45 days, we will meet by phone or video and try in good faith to resolve it. If it is not resolved within 60 days, either party may begin arbitration. Send your notice to disputes@primeyearsmedical.com or to Prime Years Medical, at the postal address in section 19.
17.3 The rules
Arbitration is administered by JAMS. Claims under $250,000 use the JAMS Streamlined Arbitration Rules; larger claims use the JAMS Comprehensive Rules. Unless we agree otherwise, the arbitration is held in the county where you live, and the materials are confidential.
17.4 The arbitrator’s authority
The arbitrator decides all arbitrable disputes, including questions about the scope of this agreement — except that a court, not the arbitrator, decides challenges to the class-action waiver, disputes about arbitration fees, whether a condition precedent to arbitration has been met, and which version of this agreement applies. The arbitrator may award the same relief a court could, but only on an individual basis. The award is final and binding.
17.5 Jury trial waiver
BY AGREEING TO ARBITRATION, YOU AND PRIME YEARS WAIVE THE RIGHT TO A TRIAL BY JUDGE OR JURY FOR ALL COVERED CLAIMS.
17.6 Class action waiver
ALL DISPUTES MUST BE BROUGHT INDIVIDUALLY. NEITHER YOU NOR PRIME YEARS MAY BRING A CLAIM AS A PLAINTIFF OR CLASS MEMBER IN A CLASS, REPRESENTATIVE OR COLLECTIVE PROCEEDING. If a court finds this waiver unenforceable as to a particular claim, that claim may be litigated in court in California; the rest remain in arbitration.
17.7 Fees
Each party bears its own attorneys’ fees unless the arbitrator finds a claim was frivolous or brought for an improper purpose.
17.8 Batch arbitration
If 100 or more substantially similar demands are filed against us within 30 days by the same firm or a coordinated group, JAMS will batch them in groups of 100, appointing one arbitrator per batch with one set of fees per batch.
17.9 How to opt out
You can opt out of this arbitration agreement within 30 days of first accepting these Terms. Email disputes@primeyearsmedical.com or write to Prime Years Medical at the postal address in section 19, with your name, your address, and a clear statement that you are opting out. Opting out changes nothing else about these Terms and has no effect on your care.
17.10 Severability
If any part of this section is found invalid, it is modified to the minimum extent needed to be enforceable and the rest stays in effect.
18. General
Changes to these Terms. We may update them. If a change is material we will email you at the address on file or post a prominent notice before it takes effect. Continuing to use the Site after that means you accept the update. A change to section 17 restarts your 30-day opt-out window.
Governing law. These Terms and any dispute about them are governed by the law of the State of California, without regard to its conflict-of-law rules. For any claim not subject to arbitration, we each consent to the exclusive jurisdiction of the state and federal courts of California, except that either party may seek injunctive relief to protect intellectual property in any competent court, and either may bring an individual small-claims action.
Accessibility. We build to the Web Content Accessibility Guidelines 2.1 Level AA, and we design for readers with presbyopia and for 200% browser zoom as a matter of course. If you have difficulty using any part of the Site, email support@primeyearsmedical.com and we will fix it and help you in the meantime.
Export. You agree not to export or transfer anything from the Site in violation of U.S. export control law.
Entire agreement. These Terms, the Privacy Policy, the Consumer Health Data Privacy Policy and any consent form you sign are the whole agreement between us about your use of the Site. If a provision is found invalid it is modified to the least extent necessary and the rest continues. Our failure to enforce something is not a waiver of it. “Including” means “including without limitation.”
Assignment. You may not assign these Terms without our written consent. We may assign them, for example in a merger or sale, and they bind any permitted assignee.
Postal address: to be published before enrollment opens. Sections 16, 17.2 and 17.9 give you a postal route as well as an email one. Until the address is published, use the email address for that section — a notice or an arbitration opt-out sent to it counts as sent, and we will not treat a missing postal address as a reason it did not arrive.