Terms of Service

1. The service

COYA provides an AI-powered front desk for behavioral-health practices: call answering, patient intake, insurance eligibility checks, scheduling, patient messaging, and related operational automation. COYA coordinates access to care; it does not provide medical or clinical advice, diagnosis, or treatment, and it is not a substitute for clinical judgment.

Your practice remains solely responsible for all clinical decisions, for the accuracy of the practice configuration you provide (programs, hours, providers, policies), and for supervising the service's output in your workspace.

2. Accounts and eligibility

You must be authorized to act for the practice you register. You are responsible for safeguarding credentials, for enabling and maintaining the required two-factor authentication, and for the actions of users you invite.

The service is intended for use by healthcare practices in the United States. You may not use COYA to provide emergency services; callers in crisis are routed per your configured escalation and to 988/911 pathways.

3. HIPAA and the Business Associate Agreement

In providing the service, COYA acts as a Business Associate of your practice as defined by HIPAA. Your use of the service for any protected health information requires acceptance of the COYA Business Associate Agreement, which is incorporated into these terms. If the BAA conflicts with these terms with respect to protected health information, the BAA controls.

4. Fees and billing

Paid plans are billed through Stripe on the pricing in effect for your plan tier, including any per-provider seats and metered usage (voice minutes, eligibility checks, text segments) beyond plan allotments. Trials convert or wind down per the plan lifecycle disclosed in the app; we do not abruptly cut off an active practice — services degrade through the documented grace path.

If a payment fails we will attempt to collect for at least seven (7) days before reducing service. Pricing changes are communicated at least thirty (30) days in advance and do not affect locked founding-practice rates while the subscription remains active. Fees are non-refundable except where required by law; you are responsible for applicable taxes.

5. Your data

Your practice retains full ownership of its data — call transcripts, intake records, patient communications, and configuration. COYA has a limited license to process that data solely to deliver and improve the service for your practice. We never use your data to train models for other customers, and we never sell it.

6. Acceptable use

You may not use COYA to send unsolicited marketing, to contact individuals who have opted out, to misrepresent the identity of the practice, or in violation of TCPA, HIPAA, 42 CFR Part 2, or applicable state law. Patient-facing messaging is designed to honor opt-outs; you agree not to circumvent those controls.

7. Service changes, availability, and support

We continuously improve the service and may add, change, or remove features. We aim for high availability but do not guarantee uninterrupted service; the in-app system status surface reports degradations honestly, and planned maintenance that affects availability is communicated in advance. Support is provided through in-app and email channels.

8. Disclaimers and limitation of liability

THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. COYA IS NOT LIABLE FOR CLINICAL OUTCOMES, MISSED COMMUNICATIONS BEYOND ITS REASONABLE CONTROL, OR INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES. OUR TOTAL LIABILITY FOR ANY CLAIM IS LIMITED TO THE FEES PAID BY THE PRACTICE IN THE TWELVE MONTHS PRECEDING THE CLAIM. Nothing in this section limits obligations under the BAA that cannot lawfully be limited.

9. Termination

Either party may terminate at any time. Upon termination we provide a full export of your practice's data in a standard machine-readable format within fourteen (14) business days, and PHI handling follows the BAA: after confirmed export, remaining copies are destroyed within thirty (30) days where destruction is feasible. We may suspend accounts for material violation of these terms, with notice where practicable.

10. General

These terms are governed by the laws of the Commonwealth of Pennsylvania. Updates to these terms are versioned; material changes are communicated at least thirty (30) days before taking effect and re-presented for acceptance in the app. The current version is always available at this URL.