Legal

“CareScout Field Team” means those agencies and individuals who are independently contracted with CareScout to provide assessment and/or evaluation services.

“CareScout ID” means the number that is assigned to you by CareScout that you will use to obtain preferred pricing from CareScout Quality Network Providers.

“CareScout Quality Network” means the network of Providers that CareScout has contracted with to provide discounted rates to CareScout's members relative to such Provider’s market rates and that meet CareScout’s quality standards.

“Member” means an individual who has been assigned a CareScout ID from CareScout.

“Partner” means any long-term care insurer, employer, affinity group or other entity that has contracted with CareScout to provide a policyholder, employee, affinity group member, or other Partner’s customer with access to the CareScout Quality Network.

“Provider” means any individual or entity providing long-term care, home care, or other similar services that have entered into an agreement with CareScout to participate in the CareScout Quality Network.

Scope

These Terms of Use (“Terms”) establish the terms of your use of and access to the services, products, websites, and information (collectively, the “Services”) offered by CareScout, LLC (“CareScout”).

The Terms contain important information and disclaimers that govern your use of the Services, so please read them carefully. By using or continuing to use the Services, you agree to the Terms. Unless stated otherwise, any new services, products, and materials added to the Services will be covered by these Terms.

For details on how we collect and use your personal information, please review our Privacy Policy.

CareScout websites

Purpose

CareScout’s websites (the “Sites”) are made available to provide information about aging-related care. The Sites may provide information about all aspects of eldercare, including but not limited to cost trends, innovative care approaches, and general education. The Sites also enable Providers, Partners, and potential Partners to learn about opportunities for collaboration with CareScout. The Sites can also help identify CareScout Quality Network Providers.

CareScout is not engaged in providing legal, financial, medical, or other similar professional services or advice, and the information provided on the Sites is not intended to serve as such. The information provided on the Sites is also not intended to serve as the sole basis upon which any material decision is made. CareScout assumes no responsibility for any consequence relating directly or indirectly to any action or inaction you take based on the information or other materials on the Sites.

Use of the Sites is subject to the additional disclaimers and caveats that may appear throughout the Sites, as well as CareScout’s Privacy Policy.

Links to other websites

The Sites may contain links to third-party websites. CareScout does not endorse or control these third-party websites and is not responsible for their content. CareScout makes no representations or warranties about the accuracy, completeness, or suitability of any information, products, or services on any third-party websites that may be linked to or from our Sites. Neither CareScout nor its affiliates are liable for any damages or losses that may result from your use of those websites.

Third-party websites are subject to their own terms, conditions, privacy practices, and policies. Any concerns or issues regarding third-party websites should be directed to the relevant third-party website.

External links to the Sites

All links to the Sites must: (i) contain the name "CareScout"; (ii) display the linked page full-screen in a fully operable and navigable browser window and not within a "frame" on the linked website; and (iii) have an appearance, position, or other aspects that would neither create the false appearance that an entity or its activities or products are associated with or sponsored by CareScout nor damage or dilute the goodwill associated with the name and service marks/trademarks of CareScout, LLC or its affiliates. CareScout reserves the right to block any link at any time in its sole discretion.

Provider listings

You may identify a list of CareScout Quality Network Providers in your area through the search function provided on the Sites or by contacting CareScout via phone. Providers never pay CareScout to be featured in any listing. CareScout identifies Providers for you based on certain selection criteria you share with us, such as the kind of assistance needed and your zip code, combined with Providers’ ability to serve your zip code.

Providers never pay to be featured more prominently than others in our search results or in the listings that we send you. The order in which Providers appear in online search results is randomized and the order in which Providers appear in an emailed listing from us is alphabetical or randomized.

CareScout Services

The CareScout Quality Network is not health or long-term care insurance. We don’t pay Providers or process claims. However, we will help you get access to preferred pricing from our Quality Network Providers. Your range of savings will vary depending on the Provider, type of Provider and service.

How to join

There is no charge for joining CareScout. You can join by contacting CareScout through its Sites or via phone and requesting a CareScout ID. Your CareScout ID will provide you with access to preferred pricing for Providers in your state, as well as invoice validation from CareScout, and access to personalized service to help you navigate Provider options and find care that meets your needs. CareScout has not launched all of its Services in all states. Please refer to our Sites for the latest information associated with new products and Services, including when Services become available in additional states.

How to leave

You are not required to cancel your CareScout ID when you discontinue receiving services from your Provider. Should you wish to confirm your cancellation or let us know the reason you are leaving, please contact us at 855-885-6612.

Please note that CareScout may continue to receive fees for services you receive until preferred pricing is terminated by your Provider.

Care Plans

CareScout conducts interviews with our customers to gather information about their care needs. Based on these interviews, we provide observations and action items for you to consider, informed by our extensive experience in the field of aging care and services. The resulting report (“Care Plan”) documents and addresses your aging-related needs. The Care Plan is not medical advice, nor is it a substitute for a medical evaluation.

The Care Plan is not an assessment of eligibility for any long-term care insurance policy or government program.

By requesting a Care Plan, you agree to be bound by the Terms.

CareScout ID

After you order a Care Plan, you will receive a confirmation email that will contain your CareScout ID. You can use your CareScout ID to receive preferred pricing from Providers in the CareScout Quality Network, if you choose to use their services.

Care Plans: Ordering and Payment

Care Plans can be ordered via the Sites, where you can find the latest pricing information.

To order a Care Plan, you will need to provide your credit card information. By submitting the online order form, you allow us to charge your card for the Care Plan. If your credit card company does not approve the payment, we may cancel your order.

CareScout does not process payment for Care Plans. Payment processing services for Care Plans may be provided by one or more third-party payment processors that are not affiliated with CareScout. We reserve the right to change payment processors at our discretion. Payment processing provided by Adyen is subject to Adyen’s terms and conditions, which may be accessed on their website via https://www.adyen.com/legal.

After you have placed the order, we will reach out to you to schedule the evaluation. We will try to reach you at least three times in thirty days. If we cannot connect with you within that timeframe, we may cancel your order and refund your payment.

You may call us at 800-870-8479 to cancel your Care Plan before your evaluation, and you will receive a full refund. Once the evaluation has begun, we will no longer issue a refund.

In the event of technical difficulties with virtual evaluations, CareScout will work with you to reschedule. CareScout reserves the right to cancel and refund any evaluations that cannot take place due to repeated technical difficulties.

Care Plan Content and Limitations

The Care Plan will assist you (1) in determining whether there are any actions that might be beneficial for you and (2) in conversations with your family and/or healthcare providers.

The Care Plan evaluation may be provided in-person or virtually, and will consist of a series of categorized questions. The individual conducting the evaluation will record your responses to these questions. At any time, you may end the evaluation. You may also request to skip any questions that you do not wish to answer. If you choose not to respond to or to skip any questions, you acknowledge that the Care Plan may be incomplete as a result.

While your Care Plan may be conducted by a nurse, the Care Plan is not a medical service. It does not constitute medical advice, nor is it a substitute for a medical evaluation. You should always consult with the appropriate medical professional for medical advice, diagnosis, or treatment.

Because the Care Plan summarizes your answers to a set of questions, the Care Plan’s accuracy depends on the accuracy of the information you provide. CareScout is not responsible for the accuracy of such information, or for any errors or omissions therein. CareScout is not responsible for claims, loss, or damage caused or alleged to be caused, directly or indirectly, by use of information you provide to CareScout.

The information provided in the Care Plan is not intended to serve as the sole basis upon which any material decision is made. CareScout assumes no responsibility for any consequence relating directly or indirectly to any action or inaction you take based on the Care Plan.

The Care Plan is not an assessment of eligibility for any long-term care insurance policy or government program. It also does not replace any assessment your care provider may administer in order to determine the most appropriate services for you.

Third party services identified in Care Plans

The Care Plan may suggest actions for you to consider, including use of services provided by third parties. Such third parties may include Providers who participate in the CareScout Quality Network. Providers in the CareScout Quality Network have been reviewed for quality and offer preferred pricing to CareScout members. However, you are not obligated to use services from CareScout Quality Network Providers or any Services provided by CareScout. For detailed information on our Quality Network, please refer to the section of the Terms entitled, “CareScout Quality Network.”

CareScout is never paid by Providers for inclusion or favorable placement in any Care Plan. You are under no obligation to take any action or use any service referenced in the Care Plan.

CareScout is not liable or responsible for third party services or work product and, other than the Providers in the CareScout Quality Network, has not reviewed any third party for quality.

Collection and use of information

CareScout will need to collect, store, and use personally identifiable information from you for the purpose of providing the Care Plan. By providing your information to CareScout, you agree that we may use it in accordance with the Terms and with our Privacy Policy.

We may also request your feedback for the purpose of improving the Care Plan.

CareScout may decide to stop offering Care Plans at any time. Any previously collected personal information will be handled in accordance with CareScout’s Terms and Privacy Policy.

Care Plan delivery

Following completion of the evaluation, the Care Plan will be transmitted via email to you and/or anyone you designate. If you would like us to send your Care Plan via encrypted email, please call us at 800-870-8479.

CareScout Quality Network

Provider standards

Providers never pay CareScout to apply to, be reviewed for, or be approved for inclusion in our Quality Network. Providers in the CareScout Quality Network meet CareScout’s applicable standards for licensure, certification, accreditation, financial health, and organizational integrity. CareScout reviews these Providers through a rigorous process, including, but not limited to, evaluating the Provider’s organizational structure, management and staffing procedures, organizational sanctions, operational procedures, cultural competency, and customer satisfaction reviews.

CareScout uses monitoring tools such as web alerts to help identify issues that a Provider may have that could affect their participation in our Quality Network. In addition, CareScout periodically re-credentials its active Providers.

Person-centered care

CareScout confirms that Quality Network Providers prioritize person-centered care. Person-centered care looks beyond safety and integrates your values, preferences, and goals into the care you receive. This approach creates a partnership between caregiver and care recipient that addresses the physical, mental, spiritual, and social elements of a person's well-being. CareScout uses a third party to regularly survey a Provider’s customers and staff, to measure how well they adhere to the person-centered care approach.

Provider responsibility for care delivery

CareScout does not provide or oversee the delivery of care services and is not responsible for the delivery of care services or for the actions of any Provider you select. Our credentialing process reviews agencies, processes, controls, and operational health, but cannot guarantee that individual employees will provide stellar service with every encounter. All aspects of a Provider’s services, including, for example, employee management and quality control, are the responsibility of the Provider. In the event that a caregiver falls short of your expectations, please let your Provider know as soon as possible. We also encourage you to contact CareScout at 855-885-6612, because we consider your feedback an important part of our ongoing Provider monitoring.

Preferred pricing

We negotiate discounts for families and a CareScout fee from Providers. Preferred pricing, which is the discounted rate for CareScout Members, varies depending on the Provider and services received from that Provider. It can also vary depending on whether you join CareScout directly or through a Partner relationship. The pricing information you receive from CareScout or your Provider will identify your preferred pricing from that particular Provider, so you can make an informed decision before scheduling Provider services.

You will need to share your CareScout ID with your Provider to receive preferred pricing. Please refer to the pricing information that you receive from CareScout or your Provider to identify whether any of the Provider’s services are excluded from preferred pricing.

Preferred pricing may save you money on Provider services. If you have a long-term care policy, preferred pricing may also save your insurance company money on services covered under your policy, which may help your policy benefits last longer.

Keep in mind that the search results may not include the lowest cost providers in your area. Providers outside the CareScout Quality Network may provide the same or similar levels, types, and quality of services at similar or different price points, but CareScout has not reviewed these providers for inclusion in our Quality Network and they have not committed to preferred pricing for our Members.

Preferred pricing may not be available in all instances. For example, in some cases, a Provider has already reduced its rates significantly below the market cost of care. When that is the case, we will highlight for you that no additional discount applies to that Provider’s rates. We make these Providers available to you as part of our commitment to keep the cost of care down and to offer choice of Providers nationwide. CareScout receives no fee for services from Providers who do not offer preferred pricing.

In addition, preferred pricing may only be available to new customers of a Provider in the CareScout Quality Network and not existing customers of that Provider. Please call CareScout if you are an existing customer of a Provider and would like to know if it is part of the CareScout Quality Network and, if so, whether it will provide you with preferred pricing.

Please note that changes in Provider rates occur from time to time, which in turn affects preferred pricing. If it has been some time since you have received Providers’ rates from CareScout, please call us for up-to-date preferred pricing. Additionally, preferred pricing may only last as long as the provider continues to be in the CareScout Quality Network. Our online directory of CareScout Quality Network Providers is the current source for details on Provider options and can be found at CareScout.com.

Any preferred pricing available through the CareScout Quality Network will not apply to services or any portion of services covered by a federal or state health care or long-term care program.

CareScout Quality Network fee

If you join CareScout through one of our long-term care insurance Partners, CareScout may receive a fee from your long-term care insurance company. Otherwise, CareScout will collect its fee from your Provider for the services you have received using preferred pricing. You never remit a fee to CareScout for use of our Quality Network.

Providers pay CareScout’s fee after a service has been rendered to a CareScout member at the preferred price. Although we collect a fee for our Services, Providers never pay CareScout to be included in our Quality Network or to be featured in any listing. Additionally, Providers never pay to be featured more prominently in our search results or in the listings that CareScout sends you.

Preferred pricing validation

CareScout will review the invoices from your Provider for the purpose of ensuring that preferred pricing was applied to all eligible services. Upon validation of preferred pricing for each invoice, CareScout will send it back to your Provider. You will then be billed directly by the Provider. With the exception of preferred pricing validation, CareScout does not check your invoices for accuracy, so you will need to address other billing issues directly with the Provider.

CareScout and your Provider may need to exchange your personal information for the purpose of reviewing your invoice. Where required by law, you authorize CareScout and your Provider to share your personal information with each other for this purpose.

For details on how we collect and use personal information outside of invoice validation, please review our Privacy Policy. For details regarding your Provider’s collection of your information, please reach out to your Provider.

Keep in mind that you are responsible for payment to the Provider as you incur costs for use of their services.

If you have any questions regarding our invoice validation process, please contact us at 800-846-4595 or invoice@carescout.com.

Insurance terms and coverage

If you are using long-term care insurance to pay for your care needs, you are responsible for confirming the eligibility of any Provider under your policy with your long-term care insurance carrier. Whether or not you choose a provider in the CareScout Quality Network has no impact on the benefits and other terms of your insurance policy and is not a guarantee that your insurance carrier will pay for services offered by that Provider or that your insurance carrier will approve that Provider under the terms of your insurance policy.

You are under no obligation to use CareScout to locate a Provider or to use any Provider CareScout identifies.

If you have questions about insurance coverage, claim eligibility, or whether the services of certain Providers are eligible for policy coverage, please contact your long-term care insurance carrier. Eligibility and claims determinations can only be made by your insurance carrier.

Additional Limitations on the Services

In addition to limitations on the Services described throughout the Terms, the following limitations apply.

CareScout is not engaged in providing legal, medical, or other similar professional services. The Services are solely intended to help you in your search for long-term care support and are not intended as a substitute for medical, legal, counseling, or other professional services or advice. Always seek the advice of a physician or other qualified health care professional for any questions you may have regarding a medical condition.

Search results will not help you identify a Provider of services covered by Medicare, Medicaid, or other federal or state health care programs. You don’t have to use any provider identified by CareScout, including the Providers in the CareScout Quality Network, in order to access benefits under a government health care program such as Medicare or Medicaid or to access benefits under any long-term care insurance policy. Additionally, and as previously noted in the section entitled “Preferred Pricing,” any preferred pricing available through the CareScout Quality Network will not apply to services or any portion of services covered by a federal or state health care program.

Provider search results will not identify whether a Provider’s services will be covered by private insurance or any other program. You are responsible for confirming the eligibility of any Provider under any long-term insurance care policy you may own.

CareScout relies on CareScout Quality Network Providers to provide and update information. CareScout is not responsible for the accuracy of such information, or for any errors or omissions therein. CareScout is not responsible for claims, loss, or damage caused or alleged to be caused, directly or indirectly, by use of information you receive from CareScout.

Changes to the Services or Terms

CareScout may make improvements or changes to the Services or terminate Services in whole or in part, at any time without prior notice or liability. CareScout may also modify the Terms at any time and such modifications shall be effective immediately upon CareScout’s posting of the modified Terms on its Sites. We will notify you if a change to our Services affects your Provider or materially changes the Terms.

You agree that it is your responsibility to review the Terms periodically. If you do not agree to any provision of the Terms or any modification thereto, you must stop using the Services. Your continued use of the Services following any modification of the Terms will constitute your acceptance of the modified Terms.

Disclaimer of warranties

To the maximum extent permitted by law, CareScout disclaims all express and implied warranties with regard to the Services, including without limitation any implied warranties of merchantability, fitness for a particular purpose, and non-infringement. All such Services are provided “as is” and “as available” without warranty of any kind.

Limitation of liability

CareScout shall not be liable for any special, indirect, punitive, incidental, exemplary, or consequential damages, including from loss of use, loss of data, loss of profits, loss of goodwill, personal injury or death, property damage, or other losses or expenses related to, in connection with, or otherwise resulting from use of the Services, whether based on breach of contract, tort (including negligence), product liability or otherwise, even if CareScout has been advised of the possibility of such damages.

CareScout shall not be liable for any services you receive from third parties, including Providers. You agree to release CareScout, and its affiliates, officers, directors, employees, and agents, from any and all claims, demands, and damages arising from or in any way connected with your use of third-party products or services, including but not limited to any disputes, loss, or damage of any kind that may arise as a result of your interactions with Providers or Partners. You agree that the Terms establish limitations on your use of the Services and that the Services would not be provided to you absent such limitations.

The above limitations on liability may not apply in certain states.

Indemnification

You agree to indemnify and hold harmless CareScout and its affiliates, officers, directors, employees, and agents from and against any and all actions, claims, demands, liabilities, damages, losses, costs, expenses, or fees (including attorneys' fees) arising from or related to your use of the Services, your violation of the Terms, or your violation of the rights of any third party. CareScout reserves the right to assume at its own expense the exclusive defense and control of any matter subject to indemnification by you, in which event you will fully cooperate with CareScout in asserting any available defenses.

Proprietary rights

All materials and content of the Services, including the content, organization, and layout of the Sites, are owned or copyrighted by CareScout, its Providers, or its Partners and are for personal use only, except where expressly indicated.

In addition to copyright laws, the content and materials on the Sites may also be protected by trademarks, patents, or other proprietary rights or laws. Without the prior written permission of CareScout, you may not frame or use framing techniques, sell, license, rent, modify, distribute, copy, reproduce, transmit, publicly display, publicly perform, publish, adapt, edit, or create derivative works from any material and content on the Sites, in whole or in part.

You agree to use the Services, including any content and materials on the Sites, only for lawful purposes and in a way that does not infringe the rights of, restrict, or inhibit anyone else's use and enjoyment of the Sites. Any unauthorized use terminates the permission granted by CareScout.

If you believe that your work has been copied and is accessible on the Sites in a way that constitutes copyright infringement, please contact CareScout to report the possible infringement.

Further, with respect to the Sites, including all information, content, data, and any materials referenced, you may not:

Use the information, content, data, or materials in any other website or in any network computer environment in any form;
Use any manual or automatic device, tool, or process, including robots, spiders, scripts, service, or software, to mine or scrape the information, content, data, or materials from the Sites; provided, however, that a limited exception from the foregoing exclusion is provided to general purpose internet search engines and non-commercial public archive that use tools to gather information for the sole purpose of displaying hyperlinks to the sites, provided they each do so from a stable IP address or range of IP addresses using an easily identifiable agent. Please also see section, “External Links to the Site;”
Use the information, content, data, or materials for the purpose of developing a software program or system, such as training a machine learning or artificial intelligence system;
Use any manual or automatic device, tool, process, or service designed to avoid restrictions, conditions, or technological measures that control access to the information, content, data, or materials on the Sites, including overriding or bypassing security features, access controls, or use limits outlined in these Terms of Use;
Archive, store, or cache, any information, content, data, or materials in any way, except for a public search engine’s use of spiders for creating search indices;
Take any action that imposes an unreasonable or disproportionately large burden on our network or infrastructure; or
Take any action that could alter, disable, or damage either the appearance or function of the Sites, including the presentation of advertising.

All of the above uses are considered prohibited actions and may be subject to civil, criminal, and/or administrative penalties, fines, or sanctions against you or those working with you.

Governing law

The Terms shall be governed by the laws of the Commonwealth of Virginia, United States of America, without giving effect to its conflict of law provisions, except as provided in the section entitled “Disputes.”

Disputes

You agree that any dispute between you and CareScout arising out of or relating to the Terms or the Services will be decided only by arbitration, individually and not on a class-wide basis. You knowingly waive any right to participate in any form of "class," "joint" or "representative" litigation (including in any "private attorney general capacity") against CareScout. Any arbitration will be administered by the American Arbitration Association and will take place in New York, NY, U.S.A.

Waiver of jury trial

YOU AND CARESCOUT IRREVOCABLY WAIVE ANY AND ALL RIGHT TO A TRIAL BY JURY WITH REGARD ANY DISPUTE, CLAIM, QUESTION, OR DISAGREEMENT ARISING OUT OF OR RELATING TO OR IN CONNECTION WITH THESE TERMS AND CONDITIONS OF USE, THE PRIVACY POLICY, THE SITE, ANY MATERIAL, OR THE RELATIONSHIP OF THE PARTIES HEREUNDER.

Contact information

If you have any questions about the Terms, the Services, or the Sites, please contact Customer Service at the following address:

CareScout

11011 West Broad Street

Glen Allen, VA 23060

Tel: 800-571-1918

Fax: 800-513-8860