Kandu Patient Portal Terms Of Use

Effective Oct 5, 2026

1. Acceptance of These Terms

These Terms of Use (“Terms”) govern your access to and use of the Kandu Patient Portal, including any related web pages, features, and content made available through it (collectively, the “Portal”). The Portal is provided by Kandu, Inc. and its affiliated entities, including Neurolutions, Inc., Kandu Health, Kandu Medical Services East PC, and Kandu Medical Services West PC (collectively, “Kandu,” “we,” “us,” or “our”).
By creating an account, logging in, or otherwise accessing or using the Portal, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, do not access or use the Portal. Use of the Portal is optional and is not a condition of receiving care or services from Kandu.

2. About the Portal; Not for Emergencies

The Portal is a secure, web-based service that allows patients (and, where enabled, their authorized caregivers or legal representatives) to, among other things: complete intake and onboarding forms; upload and electronically sign documents; view the status of insurance verification, prior authorization, and appeals; view appointment information; access device setup guides and training materials; view usage and progress information; communicate with the Kandu care team through secure messaging; and make payments. Kandu reserves the right to add, enhance or delete functionality of the Portal at any time.

DO NOT USE THE PORTAL FOR MEDICAL EMERGENCIES OR URGENT MATTERS. Messages and information submitted through the Portal are not monitored in real time, and responses may take up to two (2) business days. If you are experiencing a medical emergency, call 911 or go to the nearest emergency department immediately.

Content available through the Portal (including training videos, setup guides, and educational materials) is provided for informational purposes and to support your participation in Kandu programs, but is not individual diagnosis or treatment advice. It is not a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified health care provider with questions regarding a medical condition.

3. Eligibility; Account Creation

Invitation-based access. The Portal is available by invitation to patients who are candidates for or enrolled in Kandu programs and services, and to their authorized caregivers or legal representatives where that functionality is enabled.
Identity verification. To create an account, you must verify your identity using the information and method we provide. Repeated failed verification attempts may result in a temporary lockout.
Age and capacity. You must be at least 18 years of age (or the age of majority in your state) to create an account. Access on behalf of a minor or an adult who lacks capacity is available only to a parent, guardian, or legal representative through the process we specify.
Accurate information. You agree to provide information that is true, accurate, current, and complete, and to keep your contact information up to date. Kandu may suspend or terminate your account if information you provide is false or misleading.

4. Account Security; Credentials

You are responsible for maintaining the confidentiality of your username, password, and any other credentials used to access the Portal, and for all activity that occurs under your account. Do not share your credentials with anyone. Kandu personnel will never ask you for your password.

The Portal uses safeguards to protect your information; however, no method of transmission or storage is completely secure, and we cannot guarantee absolute security. Notify us immediately at [email protected] or (833) 813-4774 if you believe your credentials have been lost or stolen or that your account has been accessed without authorization. We reserve the right to suspend, terminate or block access to any account that we believe poses a security risk or for any other reason at our discretion.

Email and text notifications from the Portal are designed to alert you that new information is available. Be aware that anyone with access to your email account or mobile device may see these notifications.

5. Caregiver and Proxy Access

Where the feature is enabled, you may invite a caregiver or other individual to access some or all of your Portal account (“Proxy Access”). By granting Proxy Access, you authorize that individual to view (and, depending on the permissions you select, act on) the information available through your account. Proxy activity is logged. You may revoke Proxy Access at any time through the Portal or by contacting us. Kandu may suspend or terminate Proxy Access at its discretion, including where required by law or where we believe access is being misused.

6. Your Use of the Portal

You agree to use the Portal only for its intended purposes and in compliance with applicable law. You will not:

access or attempt to access another person’s account or information without authorization;
use the Portal to harass, threaten, abuse, or embarrass Kandu personnel or any other person, or submit content that is obscene, defamatory, or unlawful;
upload or transmit viruses, malware, or any other harmful code, or take any action that interferes with or disrupts the Portal;
use any automated means (such as scraping, bots, or crawlers) to access the Portal or collect information from it; or
copy, modify, reverse engineer, or create derivative works of the Portal or its underlying software.

Violation of these rules may result in suspension or termination of your access, as we may determine in our sole discretion.

7. Content You Upload

The Portal allows you to upload documents and other materials, such as a prescription, photo identification, insurance card, medical records, completed forms, and assessment materials (“Your Content”). With respect to Your Content, you represent and agree that:

you have the right to submit it, and it is accurate and complete to the best of your knowledge;
you will upload only materials that are relevant to your care and the services requested — do not upload materials belonging to another person without authority to do so;
you grant Kandu the right to use, store, reproduce, and disclose Your Content as necessary to provide services to you, to operate and improve the Portal, and as otherwise described in our Notice of Privacy Practices; and
Kandu may reject, remove, or decline to act on any upload that is corrupted, unreadable, mislabeled, or inappropriate;
uploading a document does not by itself constitute receipt or acceptance by Kandu; we will indicate through the Portal when action has been taken.

Health information you submit through the Portal that is received in connection with medical, clinical, or care-related services is protected health information governed by our Notice of Privacy Practices (see Section 10).

8. SMS / Text Messaging Opt-In

Mobile phone numbers and SMS opt-in consent are not shared with third parties or affiliates for marketing or promotional purposes. We share this information only with subcontractors that support message delivery. All other data-sharing described in this Privacy Policy excludes SMS opt-in data and consent.

9. Information You Download or Share

The Portal may allow you to view, download, or transmit copies of your records and other information. Once you download information to your own device, or share it with a third party, that copy is under your control and may no longer be protected by HIPAA or other privacy laws that apply to information held by Kandu. You are solely responsible for protecting information you download and for any sharing you choose to do, including sharing through Proxy Access or third-party applications.

10. Electronic Communications; E-Signatures; Text Messages

By using the Portal, you consent to receive communications from Kandu electronically, including through the Portal, by email, and by text message (SMS), and you agree that agreements, consents, notices, disclosures, and other communications we provide electronically satisfy any legal requirement that such communications be in writing. Certain documents may be presented for electronic signature through a third-party service (e.g., DocuSign); electronic signatures have the same effect as handwritten signatures.

Message and data rates may apply to text messages. You may opt out of non-essential text messages by replying STOP, though we may still send you transactional or security-related messages. You may request paper copies of documents, or withdraw your consent to electronic communications, by contacting us; doing so may limit your ability to use the Portal.

11. Privacy

Your privacy is important to us. Our collection, use, and disclosure of information through the Portal is governed by

the Kandu Notice of Privacy Practices (for protected health information collected or received in connection with medical, clinical, or care-related services), available at https://www.neurolutions.com/kandu-notice-of-privacy-practices/.

If there is a conflict between these Terms and the Notice of Privacy Practices with respect to protected health information, the Notice of Privacy Practices controls. Kandu will never sell your protected health information.

12. Payments

The Portal may allow you to view estimates, sign payment or service agreements, apply for financial assistance, and make payments. Payments are processed by, and disclosed to third-party payment processors; your use of those services may be subject to the processor’s own terms. You represent that any payment information you provide is accurate and that you are authorized to use the payment method. Amounts displayed in the Portal (such as out-of-pocket estimates) are estimates only unless expressly stated otherwise and do not guarantee insurance coverage or final cost.

13. Third-Party Services and Applications

The Portal relies on and may link to third-party services, such as electronic signature, scheduling, video conferencing, and payment services. Kandu does not control these third parties and is not responsible for their content, policies, or practices. If you choose to access your information through a third-party application (including via any API we make available), you do so at your own risk: do not provide your Portal credentials to any application you do not trust, and understand that information shared with a third-party application may no longer be protected by HIPAA.

14. Intellectual Property

The Portal and all content and materials made available through it (other than Your Content and your medical records), including software, text, graphics, logos, videos, and trademarks such as Kandu, Neurolutions, and IpsiHand®, are owned by Kandu or its licensors and are protected by intellectual property laws. Kandu grants you a limited, personal, non-exclusive, non-transferable, revocable license to access and use the Portal for its intended purposes. No other rights are granted.

15. Suspension; Termination; Deactivation

By you. You may stop using the Portal or request deactivation of your account at any time by contacting us.
By Kandu. We may suspend or terminate your access to the Portal at any time, including if we determine in our sole discretion that you have violated these Terms, that your use poses a security risk, or that termination is otherwise appropriate. Where practicable, we will notify you of the action taken.
Effect. Deactivation of your Portal account does not affect your medical records, your care, or your rights under the Notice of Privacy Practices, and does not terminate any consents or agreements you signed except as stated in those documents. Sections of these Terms that by their nature should survive termination will survive.

16. Disclaimer of Warranties

TO THE FULLEST EXTENT PERMITTED BY LAW, THE PORTAL IS PROVIDED “AS IS” AND “AS AVAILABLE,” WITH ALL FAULTS AND WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT, AND WITHOUT ANY WARRANTY AS TO THE COMPLETENESS, ACCURACY, RELIABILITY, SECURITY, OR AVAILABILITY OF THE PORTAL. KANDU DOES NOT WARRANT THAT THE PORTAL WILL BE UNINTERRUPTED OR ERROR-FREE. THIS SECTION DOES NOT LIMIT ANY WARRANTY OR OBLIGATION THAT APPLIES TO CLINICAL SERVICES OR MEDICAL DEVICES UNDER SEPARATE TERMS OR APPLICABLE LAW.

17. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, KANDU AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AND SUPPLIERS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES (INCLUDING LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION) ARISING OUT OF OR RELATING TO THE PORTAL, WHETHER BASED ON WARRANTY, CONTRACT, TORT, OR ANY OTHER LEGAL THEORY, AND WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. KANDU’S AFFILIATES, AND THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS SHALL HAVE NO LIABILITY FOR ANY CLAIMS, LOSSES, DAMAGES, COSTS, OR EXPENSES ARISING FROM OR RELATED TO THE PORTAL OR ANY INFORMATION SUBMITTED THROUGH OR ACCESSED VIA THE PORTAL. IN NO EVENT SHALL KANDU’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THE PORTAL EXCEED FIFTY DOLLARS ($50.00), REGARDLESS OF THE THEORY OF LIABILITY.

18. Governing Law; Dispute Resolution

These Terms and any dispute arising out of or relating to the Portal are governed by the laws of the State of Delaware, without regard to conflict-of-laws principles.

19. Changes to the Portal or These Terms

We may modify, suspend, or discontinue the Portal (or any feature of it) at any time. We may also revise these Terms from time to time. When we do, we will update the effective date above and, for material changes, will provide notice through the Portal or by email. Your continued use of the Portal after changes take effect constitutes acceptance of the revised Terms.

20. General

These Terms, together with the policies referenced in them, constitute the entire agreement between you and Kandu regarding the Portal and supersede any prior agreements on that subject. These Terms do not modify any consent, service agreement, or other document you sign in connection with your care. If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in full force. Kandu’s failure to enforce any provision is not a waiver. You may not assign these Terms; Kandu may assign them in connection with a merger, acquisition, or sale of assets.

21. Contact Us

Questions about these Terms or the Portal: [email protected] or (833) 813-4774.

Privacy questions: [email protected].

Compliance concerns: Kandu Compliance Hotline, (844) 787-9167, or the Kandu Compliance Reporting Portal at https://www.kanducompliancereporting.com/.