Terms of Service

1. The Service

PatientLetterHub is a HIPAA-compliant, cloud-based print-and-mail fulfillment platform operated by MASS Communications, Inc. ("Company," "we," "us," or "our"). The platform enables healthcare practices, providers, and health systems ("Customer," "you," or "your") to order, approve, and track mandated patient notification letters and other required healthcare communications. Fulfillment is performed by certified print-and-mail vendors operating under signed Business Associate Agreements ("BAAs") with the Company.

PatientLetterHub is a compliance execution platform. It is not a marketing platform. All services are directed at facilitating legally required patient communications, including but not limited to provider departure notifications, HIPAA breach notifications, and Medicare Advantage Annual Enrollment Period communications.

Services are available under subscription plans and on an on-demand basis as described in Section 4. The specific features available to you depend on your selected plan.

2. Acceptance of Terms

By creating an account, completing onboarding, or using the platform in any way, you represent that:

1. You have the legal authority to enter into this agreement on behalf of your organization.
2. Your organization is a Covered Entity or Business Associate as defined under HIPAA, or is otherwise authorized to handle Protected Health Information ("PHI") in connection with the communications submitted through the platform.
3. You have read, understood, and agree to be bound by these Terms and our Privacy Policy.
4. You are at least 18 years of age.

If you do not agree to these Terms, you may not access or use PatientLetterHub.

3. HIPAA Compliance and Business Associate Agreement

3.1 BAA Requirement

PatientLetterHub operates as a Business Associate under the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations ("HIPAA"). A signed Business Associate Agreement between your organization and MASS Communications, Inc. is required before any Protected Health Information may be uploaded to or processed through the platform.

Your account will be activated upon completing onboarding, but PHI file uploads will be blocked until a fully executed BAA is on file. To submit your executed BAA, contact us at compliance@patientletterhub.com.

3.2 Your HIPAA Obligations

You are responsible for ensuring that your use of PatientLetterHub complies with your organization's own HIPAA obligations as a Covered Entity or Business Associate. This includes but is not limited to:

• Ensuring that patient data uploaded to the platform is accurate, current, and includes only individuals for whom notification is required.
• Maintaining your own policies and procedures for patient notification in compliance with applicable state and federal law.
• Ensuring that your use of the platform's audit trails and documentation meets your recordkeeping obligations.

3.3 Time-Sensitive Compliance Jobs

HIPAA breach notification letters are subject to a 60-day regulatory clock from the date of discovery of the breach (45 C.F.R. § 164.404). PatientLetterHub provides a time-sensitive job flag that triggers expedited handling and immediate admin notification. You are responsible for identifying and flagging breach notification jobs at the time of submission. The Company is not responsible for regulatory violations arising from your failure to flag a time-sensitive job or from submission delays on your part.

4. Subscription Plans and Pricing

4.1 Available Plans

PatientLetterHub offers the following service plans. Current pricing for each plan is displayed on the Pricing page and confirmed during onboarding. All prices are in US dollars.

• On-Demand: No monthly platform fee. Per-piece production rates and per-job mail preparation fees apply. No piece volume commitment. Postage deposit required before production begins on each job.
• Starter: Monthly platform fee. Reduced per-piece production rates. A defined number of mail preparation fees included per billing cycle. Volume limit applies; pieces above the limit bill at On-Demand rates.
• Standard: Monthly platform fee. Further reduced per-piece production rates. Higher volume limit and additional included mail preparation fees. Pieces above the limit bill at Starter rates.
• Professional: Monthly platform fee. Lowest standard per-piece production rates. Higher volume limit. Unlimited mail preparation fees included. Pieces above the limit bill at Standard rates.
• Enterprise: Custom annual or monthly contract. Custom per-piece rates. Custom volume limits. Includes unlimited mail preparation. Governed by a separate Order Form or Statement of Work in addition to these Terms.

4.2 Letter Types

Production rates vary by letter type:

• Standard letter: 1–2 pages (1 sheet, full color).
• Extended letter: 3–4 pages (2 sheets, full color). Extended rate differential applies per piece.
• Jobs exceeding 4 pages: each additional 2-page increment adds one Extended rate differential per piece.

All production is full color. No black-and-white option is available.

4.3 Mail Preparation Fee

A mail preparation fee is charged per postal submission (a "job"). A job is defined as a single postal submission to USPS, regardless of the number of files uploaded to produce that submission. On-Demand customers are charged the mail preparation fee per job. Subscription plans include a defined number of mail preparation fees per billing cycle; fees for jobs exceeding the included count are charged at On-Demand rates.

4.4 Overage Billing

Pieces submitted beyond your plan's monthly volume limit are billed at the per-piece rate of the next tier, not at On-Demand rates. Overage usage is tracked in real time during your billing period. You can monitor your usage within the platform. The Company will not automatically upgrade your plan when you exceed your volume limit.

5. Postage

5.1 Postage as Pass-Through

Postage is billed at exact USPS cost with zero markup. Postage is always a separate, clearly labeled line item on every invoice. The Company does not profit from postage.

5.2 Postage Rate Tracks

The applicable postage rate is determined at the time of quote generation based on your job's piece count and your organization's permit status:

• Retail First Class: Applied to jobs below the USPS presort minimum threshold.
• Presorted First Class: Applied to jobs meeting or exceeding 500 pieces.
• Nonprofit First Class: Applied to qualifying nonprofit organizations with a valid USPS Postal Mailer ID (MID), Customer Registration ID (CRID), and Nonprofit Authorization Number on file. All three credentials must be verified and active on your practice profile to receive nonprofit postage rates.

5.3 Rate Lock and USPS Rate Changes

Postage rates are locked to the date your job enters the USPS mail stream (the "mail date"), not the date you submitted the job or approved the proof. If USPS implements a postage rate increase between the date your postage deposit was collected and the mail date, the Company will issue a separate supplemental invoice for the rate difference. This policy reflects the Company's commitment to passing through exact USPS costs without markup or cushion.

5.4 Postage Deposit

On-Demand customers must pay a postage deposit before production begins. Jobs will be held pending deposit payment. No grace period applies. Subscription customers are invoiced for postage at or after proof approval, per the invoice workflow described in Section 6.

5.5 Postage Reconciliation

Following each job, the Company reconciles estimated postage against actual USPS postage charges documented in the USPS postal statement. The USPS postal statement is provided to you as supporting documentation on your final invoice. If actual postage is less than the deposit collected, a credit note is applied to your next invoice. If actual postage exceeds the deposit due to a USPS rate change, a supplemental invoice is issued per Section 5.3. Material overages resulting from Company production errors are absorbed by the Company.

6. Billing and Payment

6.1 Invoice Types

The platform generates the following invoice types:

• Platform fee invoice: Monthly subscription charge billed on your billing cycle anchor date.
• Production invoice: Per-job production costs (per-piece rate × piece count, plus applicable mail preparation fees).
• Postage deposit invoice: Pre-production postage collection based on estimated USPS cost.
• Postage final invoice: Reconciled actual postage, with USPS postal statement attached.
• Credit note: Credit applied against a future invoice for overpayments, postage reconciliation adjustments, or approved disputes. Credits do not expire and are applied automatically to your next invoice.

6.2 Payment Terms

Invoices are due upon receipt unless a Net-30 payment term has been expressly approved by the Company in writing for your account. Subscription platform fees are charged to your payment method on file on the billing cycle anchor date. Postage deposit invoices for On-Demand customers must be paid before production commences.

Accounts with overdue balances may have new job submissions held until the balance is resolved. The Company reserves the right to suspend service for accounts more than 30 days past due.

6.3 Billing Cycle

For subscription plans, the billing cycle anchor date is set at the date of subscription activation. Your monthly piece counter resets on the same calendar day each month. Overage is tracked in real time during each period.

6.4 Taxes

You are responsible for all taxes, levies, or duties imposed by taxing authorities on amounts payable under these Terms, excluding taxes based on the Company's net income.

6.5 Disputes

Invoice disputes must be submitted in writing to legal@patientletterhub.com within 30 days of the invoice date. Undisputed amounts remain due regardless of a pending dispute on a separate line item.

7. Plan Changes and Cancellation

7.1 Upgrades

Plan upgrades take effect immediately. The new tier's per-piece rates apply to all pieces produced from the upgrade date forward. The platform fee for the upgraded plan is prorated for the remainder of the current billing cycle.

7.2 Downgrades

Plan downgrades take effect at the start of your next billing cycle. A downgrade request will be rejected if your current period's piece count already exceeds the target plan's volume limit. You will be notified clearly in the platform if a downgrade cannot be processed.

7.3 Cancellation

Either party may cancel a subscription plan with 30 days written notice to legal@patientletterhub.com. Upon cancellation, your account is converted to On-Demand status at the end of the final paid billing cycle. All jobs in progress at the time of cancellation will be completed and billed at your plan rate. Outstanding invoices remain due.

The Company may terminate your account immediately if you materially breach these Terms and fail to cure the breach within 10 days of written notice, or if continued access poses a HIPAA compliance or data security risk.

7.4 Data Following Termination

Upon termination, you may request an export of your job records and audit documentation within 30 days. PHI submitted for completed jobs is retained only as required to satisfy the Company's obligations under HIPAA and the BAA, and is subsequently destroyed in accordance with HIPAA-compliant destruction procedures. Audit trail records are retained for a minimum of six years as required by 45 C.F.R. § 164.530(j).

8. Account Use and Responsibilities

8.1 Authorized Users

The billing unit under these Terms is the practice or organization, not the individual user. You may add authorized users to your account up to the limit permitted by your plan. You are responsible for all activity conducted under your account by any authorized user.

8.2 Account Security

You are responsible for maintaining the confidentiality of your login credentials. You must notify the Company immediately at compliance@patientletterhub.com if you believe your account has been compromised or accessed without authorization.

8.3 Prohibited Use

You may not use PatientLetterHub to:

• Upload patient data for any purpose other than legally required patient communications.
• Upload data that you do not have the legal authority to process and mail.
• Attempt to reverse-engineer, circumvent, or disable any security feature of the platform.
• Use the platform in any way that violates HIPAA, applicable state patient notification laws, or USPS regulations.
• Resell or sublicense access to the platform without the Company's express written consent.

8.4 Data Accuracy

You are solely responsible for the accuracy, completeness, and currency of all patient data submitted to the platform. The Company processes and mails the information as provided. The Company does not verify the accuracy of source data and is not liable for undeliverable mail, incorrect recipients, or regulatory consequences arising from inaccurate data submitted by you.

9. Intellectual Property

The PatientLetterHub platform, including all software, interfaces, NPI monitoring systems, workflows, and documentation, is owned by MASS Communications, Inc. and is protected by copyright, trade secret, and other intellectual property laws. You are granted a limited, non-exclusive, non-transferable license to access and use the platform solely for your own internal compliance and patient communication purposes during the term of these Terms.

You retain ownership of all patient data and letter content you submit to the platform. You grant the Company a limited license to process and use that data solely to fulfill your jobs and fulfill the Company's obligations under these Terms and the BAA.

10. Disclaimer of Warranties

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE." THE COMPANY MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. THE COMPANY DOES NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF SECURITY VULNERABILITIES.

The Company does not warrant that use of the platform will satisfy any specific regulatory requirement applicable to your organization. You are responsible for determining whether the platform's services meet your compliance obligations.

The Company is not responsible for delays caused by USPS, third-party fulfillment vendors, or events outside the Company's reasonable control.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL THE COMPANY BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOSS OF DATA, REGULATORY FINES, OR BUSINESS INTERRUPTION, ARISING OUT OF OR RELATED TO THESE TERMS OR YOUR USE OF THE PLATFORM, EVEN IF THE COMPANY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

THE COMPANY'S TOTAL CUMULATIVE LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THESE TERMS, WHETHER IN CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE, SHALL NOT EXCEED THE TOTAL FEES PAID BY YOU TO THE COMPANY IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

Some jurisdictions do not allow the exclusion or limitation of certain damages. In such jurisdictions, the above limitations apply to the fullest extent permitted by law.

12. Indemnification

You agree to indemnify, defend, and hold harmless the Company and its officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) your use of the platform in violation of these Terms; (b) the inaccuracy or incompleteness of data you submitted to the platform; (c) your violation of any applicable law or regulation, including HIPAA; (d) any claim by a third party arising from a patient communication you ordered through the platform; or (e) your failure to maintain a valid BAA with the Company before submitting PHI.

13. Third-Party Services

The platform integrates with or relies on third-party services including USPS for mail delivery, Stripe for payment processing, Azure for cloud infrastructure, and Clerk for authentication. The Company is not responsible for the performance, availability, or conduct of these third-party services. Your use of Stripe is also subject to Stripe's terms of service. Postage delays, delivery failures, or USPS operational issues are outside the Company's control and do not constitute a breach of these Terms.

14. Changes to Terms and Pricing

14.1 Changes to Terms

The Company may update these Terms from time to time. Material changes will be communicated to you by email at least 30 days before the changes take effect. The current version of the Terms is always available at patientletterhub.com/terms and includes the effective date. Continued use of the platform after the effective date of revised Terms constitutes acceptance of the new Terms.

14.2 Changes to Pricing

Subscription per-piece rates and platform fees are locked for the current billing cycle in which a change is announced. Rate changes for subscription customers take effect at the start of the next billing cycle following 30 days' written notice. USPS postage rate changes are passed through to customers as they occur, per Section 5.3, and do not constitute a pricing change by the Company.

15. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Commonwealth of Massachusetts, without regard to its conflict of law provisions. Any dispute arising out of or related to these Terms that cannot be resolved informally shall be submitted to binding arbitration administered by JAMS in Boston, Massachusetts, under its Streamlined Arbitration Rules and Procedures, except that either party may seek injunctive or other equitable relief in a court of competent jurisdiction for matters involving intellectual property or data security.

You agree that any dispute shall be resolved on an individual basis and not as part of any class or representative action.

16. General Provisions

16.1 Entire Agreement

These Terms, together with the BAA, the Privacy Policy, and any applicable Order Form or Statement of Work, constitute the entire agreement between you and the Company regarding the platform and supersede all prior agreements and understandings.

16.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force and effect.

16.3 No Waiver

The Company's failure to enforce any provision of these Terms does not constitute a waiver of the Company's right to enforce that provision in the future.

16.4 Assignment

You may not assign your rights or obligations under these Terms without the Company's prior written consent. The Company may assign these Terms in connection with a merger, acquisition, or sale of substantially all of its assets.

16.5 Force Majeure

Neither party is liable for delays or failures in performance resulting from causes beyond that party's reasonable control, including natural disasters, government actions, USPS service disruptions, or internet outages.

16.6 Notices

Notices under these Terms may be sent to the Company by email to legal@patientletterhub.com or by certified mail to MASS Communications, Inc., [Address], [City, State ZIP]. Notices from the Company to you will be sent to the email address on your account.