Kitrus is a technology platform. Kitrus is not a medical practice and does not directly provide medical care. Clinical care is delivered by independent, licensed healthcare providers contracted through:
- Provider network: LocumTele
- Dispensing pharmacy: Rush Pharmacy
LocumTele providers are licensed by their respective state medical boards and are solely responsible for the clinical care they deliver. Rush Pharmacy is licensed by its respective state board of pharmacy and is solely responsible for the dispensing and shipment of any medications prescribed.
Kitrus provides the technology that connects you with these partners, including intake questionnaires, secure messaging, scheduling, identity verification, payment processing, and AI-assisted clinical decision support tools used within LocumTele's clinical workflow.
---
2. Service availability
Telehealth services are currently available to patients physically located in 48 U.S. states at the time of the encounter. Service availability is determined by the state in which you are located when the encounter occurs, not your state of residence. If you travel outside the service area, your provider may need to defer or decline the encounter.
A list of supported states is published in the patient portal and updated as provider licensure changes. If you are not in a supported state, you will not be able to complete an encounter and any payment will be refunded.
---
3. What telehealth is
Telehealth is the delivery of healthcare services using electronic communications technology. Through Kitrus, telehealth may include:
- Asynchronous (store-and-forward) encounters in which you complete a
structured intake questionnaire that is reviewed by a licensed provider
- Synchronous live audio and/or video encounters with a licensed provider
- Secure text or in-app messaging with a licensed provider
- Review of medical records, lab results, and other health information you
submit
- Electronic prescribing of medications to Rush Pharmacy or, where applicable,
a pharmacy of your choice
- AI-assisted clinical decision support tools used by the provider during the
encounter
---
4. Establishing the patient-provider relationship
A formal patient-provider relationship is established when a licensed LocumTele provider reviews your intake information and determines that telehealth is clinically appropriate. The provider may decline to establish a relationship, decline to prescribe, or recommend an in-person visit if they determine telehealth is not appropriate for your situation. You agree that the provider's clinical judgment is final.
In states that require synchronous (live) encounters for the initial establishment of a patient-provider relationship, a video or phone visit will be scheduled before any prescription is issued. In states that permit asynchronous encounters, the provider may establish the relationship and prescribe based on your written intake alone.
---
5. Anticipated benefits
Telehealth may offer the following benefits relative to in-person care:
- Faster access to a licensed provider
- Care from home without travel
- A documented written record of your encounter and any prescription
- Convenient ongoing care for chronic or maintenance conditions
- Coordination between provider, pharmacy, and patient through a single
secure platform
These benefits are not guaranteed in every case and depend on your individual clinical situation.
---
6. Potential risks and limitations
Telehealth has limitations that may affect the quality, accuracy, or outcome of your care. By consenting, you acknowledge the following risks:
- No physical examination. Telehealth providers cannot perform hands-on
physical exams. Clinical findings that require touch, percussion, auscultation, or in-person evaluation may be missed.
- Information dependence. Clinical decisions depend on the accuracy and
completeness of information you provide. Inaccurate or incomplete information may lead to inappropriate treatment.
- Technical failures. Internet outages, hardware failures, software bugs,
or video/audio quality issues may interrupt or impair the encounter.
- Privacy and security risks. Despite encryption and other safeguards,
electronic transmission of health information carries an inherent risk of unauthorized access, interception, or disclosure.
- Diagnostic uncertainty. Some conditions are difficult to evaluate
remotely and may require in-person evaluation, imaging, or laboratory testing the provider cannot perform.
- Medication risks. All prescription medications carry risks, including
side effects, allergic reactions, drug interactions, and contraindications. Your provider will discuss the specific risks of any medication prescribed to you.
- Delayed care. If a clinical situation requires urgent evaluation,
telehealth may delay needed care relative to a same-day in-person visit.
If your provider determines that telehealth is not safe or appropriate for your situation, they will recommend in-person care and may decline to proceed with the encounter.
---
7. Use of artificial intelligence
Kitrus uses AI-assisted clinical decision support tools to help LocumTele providers review your information, organize clinical context, and prepare recommendations. All clinical decisions, including diagnosis and prescription, are made or reviewed by a licensed human provider. The AI does not make autonomous clinical decisions.
AI outputs are generated according to clinical protocols established and signed off by LocumTele's Medical Director. You may at any time request that any AI-generated clinical content be reviewed by a human provider before it is acted on. In California, and in any other state with similar disclosure requirements, you will receive a clear notice that AI was involved in generating the relevant content.
---
8. Prescriptions and pharmacy fulfillment
If your LocumTele provider determines that a prescription medication is clinically appropriate, the prescription will be transmitted electronically to Rush Pharmacy or, where the provider supports it, a pharmacy of your choice. You may at any time ask your provider to send the prescription to a different licensed pharmacy.
Rush Pharmacy is responsible for verifying the prescription, dispensing the medication, packaging, labeling, and shipping it to you. Kitrus and LocumTele are not responsible for delays, errors, or other issues that arise solely from pharmacy fulfillment, except where required by law.
You are responsible for:
- Providing accurate shipping and billing information
- Being available to receive the shipment
- Reading the medication label and patient information leaflet before use
- Taking the medication exactly as prescribed
- Reporting any side effects or adverse events to your provider promptly
- Not sharing your medication with any other person
---
9. Controlled substances
Kitrus does not currently support the prescribing of Schedule I, II, III, IV, or V controlled substances through this telehealth service. If your condition requires a controlled substance, your provider will refer you to in-person care.
---
10. Life-threatening emergencies
Telehealth is not for emergencies. If you are experiencing a life-threatening emergency, including but not limited to chest pain, difficulty breathing, severe bleeding, signs of stroke, severe allergic reaction, or thoughts of self-harm or suicide:
- Call 911 (or your local emergency number) immediately
- Go to the nearest emergency department
- In the United States, you may also call or text 988 (Suicide and
Crisis Lifeline)
Do not use the Kitrus platform, messaging, or scheduling to seek emergency care. Providers may not be available to respond in real time.
---
11. Identity verification
You must provide truthful, accurate identity information, including your legal name, date of birth, current physical address, and the state in which you are located at the time of the encounter. We may verify your identity using government-issued identification, knowledge-based authentication, device signals, or other lawful methods. Providing false identity information may result in refusal of service, termination of your account, and potential criminal liability.
You confirm that you are at least 18 years of age. Telehealth services through Kitrus are not available to anyone under 18.
---
12. Electronic communications
By consenting to telehealth, you also consent to receive communications from Kitrus, LocumTele, and Rush Pharmacy electronically, including through email, SMS, push notifications, in-app messages, and secure portal messages, in connection with your care. You may withdraw consent to non-essential marketing communications at any time. Communications that are required for the safe delivery of care (such as prescription notifications and appointment reminders) cannot be withdrawn while you remain an active patient.
---
13. Confidentiality and HIPAA
LocumTele is a HIPAA Covered Entity. Kitrus operates as a Business Associate to LocumTele and handles your Protected Health Information ("PHI") subject to a Business Associate Agreement that requires HIPAA-compliant safeguards.
PHI may be shared:
- With your treating LocumTele provider
- With Rush Pharmacy or your chosen pharmacy for prescription fulfillment
- With Kitrus as Business Associate, for platform operations
- With other Business Associates under written agreement
- As required by law, including for public health reporting, court orders,
and suspected abuse reporting
You have the right to receive LocumTele's full HIPAA Notice of Privacy Practices, which describes how your PHI may be used and disclosed and your rights with respect to that information. Kitrus' separate Privacy Policy explains how Kitrus handles your information outside the HIPAA-covered relationship.
---
14. Recordings
LocumTele providers may record portions of synchronous encounters or asynchronous interactions for clinical documentation, quality assurance, training, and legal purposes. You may not record any portion of your encounter without the prior written consent of your provider. Unauthorized recording may violate state wiretap laws and may result in termination of service.
---
15. Payment
You are responsible for the fees disclosed in the Kitrus checkout flow before each encounter or shipment, including consultation fees, prescription product fees, shipping, and any applicable taxes. Payment is processed by Kitrus or its third-party payment processor. We do not bill health insurance, and you are responsible for the full cash-pay cost of any service or product.
If your provider determines you are not a candidate for the requested medication, your consultation fee may be partially refunded according to the refund policy disclosed at checkout. Once a prescription has been dispensed and shipped, the medication itself is not eligible for refund except as required by law or as offered at our sole discretion.
---
16. Alternatives to telehealth
You always have the right to seek in-person care from a healthcare provider of your choice instead of using telehealth. Your decision to use telehealth is voluntary. Choosing not to use telehealth will not affect any other right or service you receive from Kitrus.
---
17. Right to withdraw consent
You may withdraw your consent to telehealth at any time, for any reason, by:
- Notifying your provider in writing through the in-app messaging system
- Emailing support@kitrus.ai with the subject "Withdraw telehealth
consent"
- Closing your Kitrus account through the account settings
Withdrawing consent will end future telehealth encounters but does not affect the lawfulness of care already provided, prescriptions already dispensed, or our continuing legal and regulatory obligations to retain your medical record.
---
18. State-specific provisions
Some states impose additional requirements on telehealth consent. Where a state requires specific disclosure, acknowledgment, or consent language beyond what is set out above, those state-specific provisions apply in addition to (and where conflicting, in place of) the corresponding provisions of this Consent for patients located in that state at the time of the encounter. State-specific disclosures, including AI involvement notices required by California Assembly Bill 3030 and similar laws, will be presented to you at the appropriate point in the encounter.
---
19. Limitation of liability
To the maximum extent permitted by law, Kitrus' liability to you for any claim arising from your use of the Kitrus platform is limited to the amount you have paid to Kitrus for the relevant service in the twelve months preceding the claim. This limitation does not apply to, and does not attempt to limit, any claim of medical malpractice against LocumTele or its providers, or any claim of pharmacy negligence against Rush Pharmacy. Those claims are governed by the standard of care and applicable law in your state.
---
20. Changes to this Consent
We may update this Consent from time to time. When we make a material change, we will notify you through the in-app or email notification system and require fresh acknowledgment before your next encounter. The "Effective date" at the top reflects the most recent version.
---
21. Acknowledgment and consent
By clicking "I agree" or its equivalent in the Kitrus checkout, intake, or onboarding flow, you confirm that:
- You are at least 18 years of age
- You have read and understand this Consent in its entirety
- You have had the opportunity to ask questions and have those questions
answered
- You understand the nature, benefits, risks, and limitations of
telehealth as described above
- You consent to receive telehealth services from LocumTele providers
through the Kitrus platform
- You consent to the use of AI-assisted clinical decision support tools
as described in Section 7
- You consent to electronic communications as described in Section 12
- You consent to electronic prescribing and to Rush Pharmacy (or your
chosen pharmacy) dispensing any prescriptions
- You authorize the sharing of your PHI as described in Section 13
- You understand you may withdraw consent at any time as described in
Section 17
If you do not agree with any part of this Consent, do not proceed with a telehealth encounter.
---
22. Contact
Questions about this Consent or your care:
- Kitrus support: support@kitrus.ai
- LocumTele (clinical questions): through in-app secure messaging
- Rush Pharmacy (dispensing or shipment questions): through in-app
secure messaging or as directed on your medication packaging