Terms and Conditions
Last Updated: 2025
Welcome to Forward Wellness! We are dedicated to providing supportive and professional mental health services. Before using our services, please carefully read the following Terms and Conditions ("Terms"). By accessing or using our services, you agree to be bound by these Terms.
1. Services Disclaimer & Scope of Use
Not a Crisis Service: Our services are not intended for emergencies or crisis situations. If you are experiencing a mental health crisis, are in danger, or are considering harming yourself or others, please call 911 immediately or contact a crisis hotline such as the National Suicide Prevention Lifeline at 988.
No Doctor-Patient Relationship: Your use of our general resources (e.g., website, articles, informational content) does not create a therapist-patient or doctor-patient relationship. A formal relationship is only established after you have completed our intake process and have been officially accepted as a client by one of our licensed professionals.
For Informational Purposes: All content provided through our website, app, or other platforms is for informational purposes only and is not a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition.
2. User Responsibilities & Conduct
To maintain a safe and respectful environment, you agree to the following:
Accurate Information: You will provide accurate, current, and complete information during registration and throughout your use of our services.
Respectful Communication: You agree to communicate with our staff and providers in a respectful and non-abusive manner. We reserve the right to terminate services for any user who engages in harassing, threatening, or inappropriate behavior.
Age Requirement: You must be 18 years of age or older to use our services. Minors may only use the services with the express consent and involvement of a parent or legal guardian, in accordance with applicable laws.
Confidentiality of Your Account: You are responsible for maintaining the confidentiality of your account information, including your password, and for all activities that occur under your account.
3. Confidentiality and Privacy
Your privacy is our utmost priority.
Privacy Policy: Our collection and use of your personal information are described in our Privacy Policy: www.forwardwellness.org/privacystatement - please review it carefully.
Confidentiality: All communication between you and your provider is confidential. However, please be aware of the legal and ethical limits of confidentiality. Your provider is required by law to disclose information if there is:
A risk of imminent harm to yourself or another person.
Suspected child or vulnerable adult abuse or neglect.
A court order or other legal requirement.
Data Security: We implement robust security measures to protect your information, but no system is 100% secure. You acknowledge this inherent risk when using our services.
4. Payments, Cancellations, and Refunds
Fees: All fees for our services will be clearly stated. By signing up for a service, you agree to pay the specified fees.
Payment: Payment is due at the time of service or as otherwise specified in your client agreement. We use a secure third-party processor for all payments.
Cancellation Policy: We require a minimum of 72 hours' notice to cancel or reschedule an appointment. Appointments canceled with less than the required notice will be charged $100 cancellation fee.
Refunds: Refunds are handled on a case-by-case basis. Generally, fees for services already rendered are non-refundable.
5. Intellectual Property
All content on our platforms, including text, graphics, logos, and software, is the property of Forward Wellness or its content suppliers and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or create derivative works from this content without our express written permission.
6. Termination of Services
We reserve the right to suspend or terminate your access to our services at any time, without notice, for conduct that we believe violates these Terms, is harmful to other users or our staff, or for any other reason deemed necessary to protect the safety and integrity of our community. You may terminate your relationship with us at any time by providing written notice.
7. Dispute Resolution
We hope to resolve any disagreements amicably. If a dispute arises, you agree to first attempt to resolve it by contacting us directly at Forward Wellness. If we cannot resolve the dispute informally, we agree to resolve it through binding arbitration or in small claims court, rather than in a court of general jurisdiction.
8. Changes to These Terms
We may update these Terms from time to time. If we make material changes, we will notify you by email or through a notice on our website prior to the change becoming effective. Your continued use of our services after such changes constitutes your acceptance of the new Terms.
9. Communications
We will be communicating with you by telephone or other means. By utilizing our services you are indicating that you are authorizing the Forward Wellness staff and/or your clinician to contact you and/or send phone text and/or email reminders for ALL appointments scheduled and reminders as necessary. Please be sure to inform your clinician if you do not wish to be contacted at a particular time or place, by phone text or email, or by a particular means.
By utilizing our services you are authorizing Forward Wellness staff and clinicians to contact patients by phone, email, or text for any and all appointment reminders and information necessary for patient care and scheduling.
By utilizing our services you give Forward Wellness authorization to use (but not limited to) the following HIPAA compliant means to schedule and coordinate patient care, which includes the following:
1) Google BAA covering: Gmail, Google Calendar, Google Drive (including: Docs, Sheets, Slides, and Forms), Google Hangouts (chat messaging feature only), Google Chat, Google Meet, Google Keep, Google Cloudsearch, Google Sites, Google Groups, Google Tasks, Google Voice (manage users only), Jamboard, Google Vault Services, Google Cloud Identity Management, Phone calls on landline and cellular.
2) Zendesk and Aircall
3) EHR system including Tebra and Kareo.
Sensitive, clinical information is to be discussed over the phone or in-person as deemed appropriate by the clinician. For appropriate e-mail or text communication you will receive an email and a text from Forward Wellness Staff and your Clinician. Also, your clinician will respond to your e-mail or text within 24 hours. Potential risks of using electronic communication may include, but are not limited to; inadvertent sending of an e-mail or text containing confidential information to the wrong recipient, theft or loss of the computer, laptop or mobile device storing confidential information, and interception by an unauthorized third party through an unsecured network. E-mail messages may contain viruses or other defects and it is your responsibility to ensure that it is virus-free. In addition, e-mail or text communication may become part of the clinical record. You may be charged for time the clinician spends reading and responding e-mail or text messages.