Terms of Service

Mand is a software-as-a-service platform that helps licensed behavior analysts (BCBAs) and their authorized practice staff draft applied behavior analysis (ABA) pre-authorization packets, track service authorizations through their lifecycle, and manage payer correspondence. You access the platform at admin.usemand.com (BCBA-facing) and worker.usemand.com (RBT-facing).

These Terms of Service ("Terms") form a binding agreement between Mand ("we," "us," or "our") and the organization or individual ("you" or "Customer") accessing or using the platform. By creating an account or using any part of the service, you accept these Terms in full.

Access to Mand is limited to licensed BCBAs, authorized ABA practice administrators, and staff who work under their direct supervision. By creating an account, you represent that:

• Your organization holds all required state and federal licenses to provide ABA services;
• You have the authority to enter into this agreement on behalf of your organization;
• Every staff member you grant access to is appropriately trained and supervised under applicable HIPAA workforce training requirements;
• You are not located in a jurisdiction that prohibits the use of AI-assisted clinical documentation tools under applicable law.

Mand is not available to minors. The platform is designed for professional clinical practice — it is not a consumer health product.

One email address may be associated with one account at a time. The organization administrator ("org admin") who creates an account is the contract owner and is responsible for all activity that occurs under that account, including activity by additional seats they provision.

You are responsible for keeping your login credentials confidential. You must notify us immediately at [email protected] if you suspect unauthorized access. We are not liable for loss or damage arising from compromised credentials that you failed to protect or report.

Account sharing — meaning multiple individuals using a single named seat credential — is not permitted. Each practitioner or staff member must have their own seat.

You agree to use Mand only for lawful purposes and in compliance with these Terms. You may not:

• Submit, generate, or facilitate fraudulent pre-authorization requests to any payer, insurer, Medicaid program, or government health program;
• Use AI-drafted narratives without BCBA review and sign-off before submission to a payer;
• Reverse engineer, decompile, disassemble, or attempt to derive source code from any part of the Mand platform;
• Resell, sublicense, or provide access to the platform to any third party outside your licensed practice;
• Upload malicious code, attempt to gain unauthorized access to our systems or other customers' data, or conduct penetration testing without our prior written consent;
• Use the platform in any manner that would violate applicable payer contracts, state licensure requirements, HIPAA, or any applicable federal or state law.

We maintain audit logs of all activity. Suspected fraud is reported to the appropriate authorities and results in immediate account termination.

Mand uses AI inference to produce draft pre-authorization narratives from data you provide. These drafts are starting points, not finished clinical documents. The following applies without exception:

• The supervising BCBA is solely responsible for the clinical accuracy, completeness, and appropriateness of any narrative submitted to a payer, regardless of how that narrative was drafted.
• The AI is not a licensed clinical professional. Nothing it produces constitutes clinical advice, a clinical decision, or a professional recommendation.
• Mand makes no warranty — express or implied — about payer approval rates, denial rates, or any outcome related to submissions made through the platform.
• Payer decisions are made by the payer, not by Mand. We have no visibility into or influence over those decisions.
• When AI generation fails or returns an unsuitable draft, you write the narrative yourself. Mand never blocks you from submitting a manually authored narrative.

Mand processes Protected Health Information (PHI) as a Business Associate under HIPAA. The following governs PHI handling:

• BAA required. PHI may not enter Mand until your organization has executed a signed Business Associate Agreement (BAA) with us. Email [email protected] to initiate a BAA.
• Demo-mode protection. Organizations that have not signed a BAA are flagged as demo-mode at the database layer. The database itself enforces a block on real-PHI inserts for those organizations — this is a defense-in-depth control, not merely a UI restriction.
• Org admin responsibility. The org admin is responsible for ensuring that all staff granted access to Mand have received appropriate HIPAA training and understand their obligations regarding PHI. We are not responsible for unauthorized PHI disclosures that result from your staff's actions.
• Minimum necessary. You agree to enter only the minimum PHI necessary to generate or support a pre-authorization request.

Current plan tiers and pricing are listed at usemand.com/#pricing. As of the date of these Terms:

• Tiered monthly or annual subscriptions, priced per practice by BCBA seats and locations. See the live pricing page for the current tiers and amounts.
• Founding Clinic pricing. The rate in effect when you subscribe is locked for the life of that subscription; published list prices may rise for new subscriptions.
• Enterprise — custom pricing for 20+ BCBAs or unlimited locations.

Free trial. New organizations get a 30-day free trial. No credit card is required to start the trial. At the end of the trial period, access is paused until billing is set up.

Annual billing. Annual subscriptions are billed upfront for 12 months at the posted annual rate. Cancellation of an annual subscription stops future renewal but does not entitle you to a refund of the remaining months.

Price changes. We will give 30 days' email notice before any price increase takes effect. Continued use after the notice period constitutes acceptance of the new pricing.

No refunds on partial months. Monthly subscriptions are billed in full at the start of each billing cycle. We do not issue refunds for partial months. We may, at our sole discretion, offer pro-rated credits in exceptional circumstances.

Billing is processed by Stripe. By subscribing, you agree to Stripe's terms of service. We do not store your card number.

We target 99.5% monthly uptime, measured at the platform's health endpoint. This is a best-efforts target, not a guaranteed service level with financial penalties.

We will provide at least 24 hours' advance notice for scheduled maintenance windows when feasible. Emergency maintenance to address security vulnerabilities may occur without advance notice.

Mand is not responsible for downtime caused by third-party services (including payer portals, AI inference providers, or Stripe), internet outages outside our infrastructure, or force majeure events.

Support is available by email at [email protected]. We aim to respond within one business day.

Voluntary termination. Either party may terminate the agreement with 30 days' written notice. To cancel, email [email protected].

Immediate termination by Mand. We may terminate your account immediately, without notice, if you: (a) commit fraud or submit fraudulent PA requests; (b) violate HIPAA in a manner that puts us or other customers at risk; (c) fail to pay fees after a reasonable cure period; or (d) materially breach these Terms in a way that is not cured within 10 days of written notice.

Data on termination. Within 5 business days of termination, we will make your organization's data available for export as JSON upon request. After that window, your data is retained in encrypted backups for up to 30 days, then permanently deleted. Audit logs (which contain no PHI — only IDs, timestamps, and actor context) are retained for 7 years per standard healthcare-records obligations and cannot be individually deleted.

Mand and its underlying technology, branding, and documentation are our intellectual property. Nothing in these Terms transfers ownership of the platform or its components to you.

You retain ownership of all data you upload or enter into Mand, including PHI and clinical records. You grant us a limited, non-exclusive license to process that data solely to provide the service.

AI-drafted narratives produced by the platform are the output of a tool you used. We make no claim of ownership over those drafts. You are responsible for their content upon submission to any payer.

To the maximum extent permitted by applicable law:

• Our total cumulative liability to you for any claim arising under or related to these Terms is capped at the total fees you paid to us in the three months immediately preceding the event giving rise to the claim.
• We are not liable for any indirect, incidental, special, consequential, or punitive damages, including lost revenue, lost profits, lost clinical records, payer denials, or reputational harm, even if we have been advised of the possibility of such damages.
• We are not liable for payer decisions, appeal outcomes, denial rates, or any determination made by a health plan, insurer, Medicaid program, or government agency.

Some jurisdictions do not allow certain liability exclusions. In those jurisdictions, our liability is limited to the minimum extent permitted by law.

You agree to indemnify, defend, and hold harmless Mand, its officers, employees, and agents from and against any claims, damages, penalties, fines, or expenses (including reasonable legal fees) arising out of: (a) your use of the platform in violation of these Terms; (b) PHI you enter into the platform; (c) clinical decisions made by your staff based on AI-drafted content; or (d) your violation of any applicable law, regulation, or payer contract.

These Terms are governed by the laws of the State of Florida, without regard to its conflict-of-law provisions.

Any dispute arising out of or relating to these Terms or the platform that cannot be resolved informally shall be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules, with proceedings conducted in English. The arbitrator's decision is final and may be entered as a judgment in any court of competent jurisdiction.

Notwithstanding the foregoing, either party may seek injunctive or other equitable relief in any court of competent jurisdiction to protect intellectual property rights or prevent unauthorized disclosure of PHI.

You waive any right to participate in a class action lawsuit or class-wide arbitration against Mand.

We will provide at least 30 days' email notice before making material changes to these Terms. The notice will describe what is changing and when the change takes effect. Continued use of the platform after the effective date constitutes your acceptance of the updated Terms.

For non-material changes (typos, formatting, clarifications that do not alter your rights), we may update without notice and will update the "Last updated" date above.

General questions: [email protected]. Legal and compliance questions: [email protected]. The founder reads every message.