Pinnie Direct Terms of Service

1. Pinnie Direct

Pinnie Direct (“Direct”) is a free, nonclinical healthcare information and resource-navigation service operated by Recora, Inc. (“Recora,” “we,” “us,” or “our”). These Terms apply to pinnie.com/direct, pages within that section, and the text messages and related nonclinical support expressly identified as Pinnie Direct.

These Terms govern Direct separately from the terms for Pinnie’s clinical care and enrollment services. For Direct interactions, these Terms control over conflicting general Pinnie website terms. Recora operates Direct in its nonclinical capacity. Clinical services, if you separately choose to seek them, are provided by Pinnie Medical Group, P.C. (“Pinnie Medical”), a separate professional medical practice. Using Direct does not enroll you in a clinical program, authorize insurance billing, or require you to select Pinnie Medical or any other provider.

You accept these Terms when you affirmatively agree through the Direct signup process or another acceptance method we present with a link to these Terms.

2. What Direct provides

Direct helps adults and caregivers locate public information about Medicare and other coverage, provider directories, transportation resources, home and community services, and medical billing questions. We can explain general rules, identify possible resources, suggest questions to ask, and provide contact information. Some questions require information or assistance that Direct cannot provide.

Direct does not provide medical examinations, diagnosis, treatment, prescriptions, medical-necessity determinations, symptom triage, therapy, legal representation, insurance sales, or formal coverage determinations. We do not decide what treatment you should receive, whether you should change a medication, or whether it is safe to delay care. Direct is not a substitute for a qualified professional who can evaluate your circumstances.

Using Direct does not, by itself, establish a clinician-patient relationship with Recora, Pinnie Medical, or another clinician or practice. These Terms do not eliminate professional obligations that arise if clinical care is actually furnished.

3. Not for emergencies or urgent decisions

Direct is not an emergency service and is not continuously monitored for urgent symptoms or safety concerns. If you think you may have a medical emergency, call 911 or seek emergency care immediately. Do not wait for a text response. Contact your own healthcare professional for medical questions or symptoms that need timely assessment.

Sending a message does not ensure that a person has read it. Direct does not monitor your health, arrange emergency response, or undertake responsibility for your medical care.

4. Eligibility and helping someone else

You must be at least 18 years old and located in the United States to use Direct. You do not need to have Medicare, buy anything, or enroll in another Pinnie service. Resource availability varies by location.

If you are helping another adult, identify yourself as the person texting. Share another person’s identifiable information only if you have appropriate permission or legal authority. You may ask general questions without identifying that person. Being a relative or caregiver does not automatically authorize access to medical records, clinical enrollment, or consent to another person’s treatment.

You must only enroll a phone number you own or are authorized to use. We may request reasonable verification before disclosing information, arranging an introduction, or processing a privacy request.

5. Direct is free and outside services may cost money

We do not charge you, Medicare, Medicaid, or another insurer for Direct questions, answers, or Direct follow-up messages. We will not later bill those Direct interactions if you later enroll in clinical services or choose another service. Your wireless carrier’s message and data charges may apply.

Healthcare providers, transportation programs, home care agencies, and other outside services may have their own fees and eligibility rules. Direct cannot guarantee their services will be free, available, or covered.

6. Text messages and stopping messages

When you agree to receive Direct text messages, either through the consent checkbox on our signup form or by texting us first, you request responses and follow-ups reasonably related to your questions at the number you use. Messages may be sent using automated technology. Message frequency varies. Delivery and response times depend on availability, the question, and technical conditions; they are not guaranteed.

You can withdraw text consent by replying STOP or another clear request to stop. You can also contact us using the details below. We honor reasonable requests promptly. We may send one nonpromotional confirmation. Reply HELP for assistance. Stopping messages does not require you to close an account or enroll in anything else. Notify us if your number changes or you no longer control it.

7. Protecting your information

Please share only what is needed for your question. Do not send Social Security numbers, insurance member numbers, payment card details, account passwords, medical-record attachments, or photographs of insurance cards through ordinary Direct texts or the public form. If a separate service requires sensitive information, use its designated secure process.

Ordinary SMS/MMS is not a secure patient portal and is not guaranteed to be end-to-end encrypted. Messages may be visible to your mobile carrier, messaging providers, others who use your device, or people who can view notifications and backups. Choosing to text does not waive our legal obligations to protect information in our systems.

Our Direct Privacy Policy is available at https://pinnie.com/privacy#pinnie-direct. These policies govern Direct information as described there; HIPAA and other applicable laws still apply when information is handled in a covered capacity. Accepting these Terms or using Direct does not substitute for any separate consent or authorization required by law.

8. Automated tools and information accuracy

Direct may use automated systems, including artificial intelligence, to help research, organize, or prepare responses. If an automated system responds directly, we identify it as automated. Do not assume every response has been reviewed by a person or licensed professional. You may ask for human assistance; availability and timing vary. An automated response is not medical advice or a decision by Medicare, an insurer, or a clinician.

Directories and rules may be incomplete, outdated, or incorrect. We cannot guarantee that a provider accepts your specific plan or Medicare assignment, is accepting patients, has appointments, or can meet your needs. Coverage and costs depend on the actual service, provider, plan, medical necessity, authorization requirements, and other facts. Confirm important details directly with the provider, insurer, or program before acting.

We provide general billing explanations and suggested questions, not a determination of what you legally owe. Direct does not file an appeal, represent you in a dispute, or extend a deadline. Do not miss payment, appeal, enrollment, or other deadlines while waiting for Direct.

9. Optional connection to Pinnie Medical

If you ask about ongoing clinical care or assistance beyond Direct’s scope, we can explain the separate Pinnie Medical program and offer a connection. Pinnie Medical provides clinical services through appropriately licensed professionals.

A connection is optional. You may choose any provider, decline the connection, and continue to receive free Direct assistance. Direct does not guarantee that Pinnie Medical serves your location or that you qualify for a particular service. Pinnie Medical separately determines whether it can provide appropriate care, obtains applicable clinical consents, and explains its terms and privacy notices.

With Pinnie Medical, an initial clinician visit and subsequent services may be billed to Medicare or another insurer and may involve a deductible, copayment, coinsurance, or other charge. Medicare Parts A and B alone do not establish eligibility or guarantee zero out-of-pocket cost. Pinnie Medical will explain expected charges and applicable insurance and billing arrangements before you agree to those services. Confirm coverage and costs for your circumstances.

Accepting these Terms, asking a Direct question, or agreeing to Direct texts does not authorize clinical enrollment, treatment, Medicare or insurance claims, or the release of medical records. The separate clinical process must be completed before clinical services begin. These Terms do not replace Pinnie Medical’s clinical agreements or HIPAA Notice of Privacy Practices, or change any existing patient relationship you may have with it.

10. Resources and relationships

We do not sell insurance or act as Medicare, a government agency, or your health plan. Direct is not affiliated with or endorsed by Medicare, CMS, or HHS.

A listing is informational and does not guarantee quality, suitability, or an available appointment. You decide whether to contact an outside organization. Its own terms, privacy practices, and charges govern your interactions with it.

11. Appropriate use and service availability

Do not impersonate anyone, provide information you have no right to share, harass staff, introduce malicious code, interfere with security, scrape the service at scale, or use Direct unlawfully. We may reasonably limit, suspend, or discontinue Direct, including for abuse, security concerns, or questions beyond its scope. We do not discriminate unlawfully against anyone who exercises privacy rights.

Our software, branding, and original website materials belong to us or our licensors. You may use and share your responses for your personal purposes, including with caregivers and professionals. You retain rights in the content you submit and give us only the permission needed to operate Direct consistently with our privacy policies and applicable law.

12. Disclaimers and preserved rights

Direct is a free, nonclinical information service provided “as is” and “as available.” We do not guarantee accuracy, availability, insurance coverage, cost savings, or particular outcomes.

To the extent permitted by law, Recora will not be liable for indirect or consequential damages arising from Direct, and Recora’s total aggregate liability to you for all claims relating to Direct will not exceed $500.

These limitations do not apply to fraud, gross negligence, willful misconduct, professional negligence, death or bodily injury, or any liability, right, or remedy that cannot lawfully be limited. They apply only to Direct and do not limit liability for clinical services provided by Pinnie Medical.

These Terms do not require arbitration or waive class-action rights.

13. Updates

We will post updates with a revised effective date and give additional notice or obtain new agreement when legally required. Material changes will apply prospectively.

14. Contact

Questions or requests: pinnieoperations@pinnie.com; 929-244-2339. These contact channels are not for emergencies.