Terms of Service

By creating a Trellis account, accepting an invitation to a care team, or otherwise using the service, you agree to these Terms of Service. If you don't agree, you can't use Trellis. If you're using Trellis on behalf of an organization (a clinic, an agency, a school, a provider group), you represent that you have authority to bind that organization to these terms.

These Terms work alongside our Privacy Policy, Security page, and HIPAA / BAA page. Together they describe the full agreement.

Trellis is operated by Trellis Care Coordination LLC, an Oregon limited liability company with its principal place of business at 60982 Grand Targhee Drive, Bend, Oregon 97702 (“Trellis,” “we,” “us,” or “our”). “You” means the individual accepting these Terms (and, where applicable, the organization you represent).

Important: Section 14 (Binding arbitration and class action waiver) requires most disputes between us to be resolved through individual arbitration rather than in court. You may opt out within 30 days of first creating your account. Read Section 14 carefully.

Trellis is a HIPAA-compliant care coordination platform built for the IDD (Intellectual and Developmental Disabilities) community. It provides a shared workspace where parents, DSPs, therapists, teachers, ABA providers, OTs, SLPs, clinicians, and case managers coordinate around individuals receiving care.

Trellis is a coordination tool. It is not a substitute for medical advice, diagnosis, or treatment. It does not provide direct healthcare. AI insights surfaced in Trellis are pattern observations on de-identified data, not clinical recommendations — see Medical disclaimer below.

These Terms apply to two categories of user, and a few provisions differ between them. Where a section applies to only one category, we say so explicitly.

Family Users

Parents, guardians, family members, and self-advocate individuals who use Trellis to coordinate care for themselves or a person under their care. Family Users are typically not HIPAA-covered entities; their use of Trellis is personal, and the data they create is their own.

Provider Users

Clinicians, BCBAs, OTs, SLPs, RBTs, DSPs, agency staff, case managers, and educators who use Trellis in a professional capacity, generally as workforce members of a HIPAA-covered entity or business associate. Provider Users access Trellis either through an organization subscription or through a family-issued invitation. When a Provider User's employer organization has signed our Business Associate Agreement, the BAA terms govern their handling of PHI in addition to these Terms.

To create a Trellis account you must be:

• At least 18 years old
• Able to enter into a binding contract under the laws of your jurisdiction
• Not barred from using Trellis under prior enforcement action by us

The individuals receiving care (children, adults under guardianship, etc.) are at the center of the data model but do not directly create accounts. Their care team — adults authorized to support them — does. Trellis is not directed to children under 13 and we do not knowingly collect information directly from them; care information about minors is provided by the responsible adult.

When you create an account, you become the account owner of any individuals you set up. As the account owner you control the care team — who's on it, what permissions each member has, and whether a member can be removed.

You're responsible for keeping your password confidential and for all activity that occurs under your account. Notify us immediately at security@trelliscare.app if you suspect unauthorized access.

Account ownership can be transferred (e.g., a parent transferring ownership to a young adult who has reached the age of majority). The transfer mechanism is part of our V1.5 roadmap; until then, contact us to request a transfer.

You agree NOT to:

• Use Trellis to coordinate care for an individual without appropriate authority (parent, guardian, professional relationship, or explicit consent from the adult individual)
• Add anyone to a care team without their knowledge and consent
• Upload content that is illegal, infringes intellectual property, or harasses any person
• Attempt to access another user's account or data, bypass access controls, or probe Trellis for security vulnerabilities outside our responsible-disclosure program (see Security)
• Scrape, mass-export, or programmatically harvest data (other than through your account's normal export features)
• Resell, rent, or sublicense Trellis access without our written agreement (Provider tier subscriptions cover multi-individual professional use)
• Use Trellis to send spam, phishing, or unsolicited promotional messages through invitation flows or notifications
• Use Trellis in any manner that violates HIPAA, state medical-privacy law (including California's CMIA, Illinois's MHDDCA, Texas HB 300, and Oregon ORS 192.553), or other applicable law

Violations may result in suspension or termination of your account and, where appropriate, referral to law enforcement.

Trellis offers free (Roots) and paid (Roots+, Growth, Provider) tiers. Pricing, included features, and capacity limits are published on the Pricing page and apply at the rate published when you subscribe.

Payments are processed by Stripe under a signed Business Associate Agreement. We never receive your full payment-card number; Stripe handles tokenization end-to-end.

Renewals

Paid subscriptions renew automatically at the end of each billing cycle (monthly or annual, your choice). You can cancel anytime from Settings → Billing; cancellation takes effect at the end of the current period.

Refunds

Annual subscriptions are refundable on a prorated basis within 30 days of purchase or renewal. The prorated portion equals the unused days remaining in the billing period at the time you request the refund. Monthly subscriptions are non-refundable for the current period; you can cancel at any time and avoid the next charge. To request a refund, email billing@trelliscare.app. Refunds are issued to the original payment method within 5–10 business days of approval.

Founding pricing

The first 100 Growth subscribers and first 200 Roots+ subscribers lock in founding pricing for the lifetime of their continuous subscription. Cancellation forfeits the founding price; resubscribing later is at standard rates.

The free tier promise

The Roots tier is free, today and at launch. We commit that if a feature is included in the free tier today, it stays in the free tier. Pricing and tier composition may change with at least 60 days notice to existing users, and existing Roots-tier users retain free access at their then-current tier through any transition.

Taxes

Subscription fees do not include taxes. You are responsible for any sales, use, value-added, or similar taxes imposed on your subscription, except taxes based on our net income. Where required, Stripe collects applicable taxes at checkout and remits them to the appropriate authority on our behalf.

Care notes, goals, files, journal entries, and other content you (or your team members) create in Trellis belong to you. Trellis claims no ownership of your content.

You grant Trellis a non-exclusive, worldwide, royalty-free license to host, store, process, transmit, display, and back up your content solely for the purpose of providing the service to you and your authorized team members. The license terminates when you delete the content (subject to the retention windows described in the Privacy Policy). We do not use your content to train AI models — ours or anyone else's.

You are responsible for the content you create. Trellis is a coordination platform; we don't pre-screen or moderate your team's notes. If content violates these Terms or the law and is reported to us, we may take action including removing the content or suspending the account.

Trellis (the software, the visual design, the brand mark, the “Nucleus” interaction pattern, the documentation, and the underlying source code) is the intellectual property of Trellis Care Coordination LLC. We grant you a limited, non-exclusive, non-transferable, revocable license to use the service per these Terms.

You may not copy, modify, reverse-engineer, decompile, disassemble, or create derivative works of the Trellis platform except as permitted by law (e.g., for accessibility purposes) or explicitly allowed in writing. You may not remove or alter any proprietary notices.

If you submit feedback, suggestions, or feature requests (“Feedback”), you grant us a perpetual, irrevocable, royalty-free license to use that Feedback without restriction. Feedback is voluntary; we're not obligated to act on it.

Trellis does not provide medical advice. Trellis does not replace the judgment of a qualified healthcare professional.

Information surfaced in Trellis — including AI-generated pattern insights, weekly summaries, goal trajectory analyses, and crisis-protocol documents — is for coordination purposes only. Decisions about medication, treatment, behavioral interventions, or emergency response should be made in consultation with appropriately licensed professionals.

AI insights in Trellis are statistical observations on de-identified data, not diagnostic or prescriptive recommendations. They may be wrong. They may miss important context. They are starting points for team conversations, not endings.

For medical emergencies, call 911 (US) or your local emergency number. Trellis is not an emergency response system.

Trellis is provided “as is” and “as available.” To the fullest extent permitted by applicable law, Trellis Care Coordination LLC disclaims all warranties, express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

We do our best to keep Trellis available, accurate, and secure. We do not guarantee that the service will be uninterrupted, error-free, or that defects will be corrected immediately. We do not guarantee that AI insights will be accurate or complete, and you should not rely on them as the sole basis for any clinical or care decision.

To the fullest extent permitted by applicable law, neither Trellis Care Coordination LLC nor its officers, members, employees, or contractors will be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost data, or business interruption, arising out of or relating to your use of Trellis, even if we have been advised of the possibility of such damages.

To the fullest extent permitted by applicable law, the total aggregate liability of Trellis Care Coordination LLC arising out of or relating to your use of Trellis is limited to the greater of (a) the amount you paid us in the 12 months preceding the claim or (b) one hundred US dollars ($100).

Nothing in this section limits liability for (i) personal injury caused by gross negligence or willful misconduct, (ii) fraud or fraudulent misrepresentation, or (iii) any liability that applicable law does not permit to be limited or excluded.

Some jurisdictions do not allow the exclusion or limitation of certain warranties or damages; in those jurisdictions, the limitations apply only to the extent permitted by local law.

You agree to defend, indemnify, and hold harmless Trellis Care Coordination LLC and its officers, members, employees, and contractors from any claim, demand, loss, or expense (including reasonable attorneys' fees) arising out of:

• Your breach of these Terms
• Your violation of applicable law (including HIPAA and state privacy law) in connection with your use of Trellis
• Content you (or someone using your account) created or uploaded
• Your unauthorized addition of a person to a care team, or your unauthorized disclosure of another individual's information through Trellis

We'll notify you promptly of any claim subject to indemnification, give you control of the defense (with our right to participate using counsel of our choice), and cooperate reasonably with you. You may not settle a claim that admits fault on our part or imposes any obligation on us without our written consent.

When Trellis processes Protected Health Information (PHI) on behalf of a HIPAA-covered entity (a clinic, hospital, provider organization, or a healthcare professional acting in their professional capacity), Trellis acts as a Business Associate. Our standard Business Associate Agreement is published on the HIPAA / BAA page. By using Trellis as a HIPAA-covered entity, you agree to the terms of that BAA in addition to these Terms; on any conflict between these Terms and the BAA with respect to PHI, the BAA controls.

Family Users using Trellis for personal coordination (a parent tracking their own child's care, for example) are not themselves HIPAA-covered entities and the BAA framework doesn't mechanically apply, but the same technical and operational protections do — the platform treats your data with the same care regardless of which regulatory framing applies to you.

Reservation of statutory rights: Nothing in these Terms (including Section 14) waives or limits your right to file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights, your state attorney general, or any other regulator with jurisdiction over privacy or healthcare matters. Those administrative remedies are not subject to arbitration.

You can terminate your account at any time from Settings. Upon termination, paid subscriptions stop renewing at the end of the current period and your data follows the retention rules in the Privacy Policy.

We may suspend or terminate your account if you materially violate these Terms, if continuing to provide service to you would expose us to legal risk, or if your account is dormant for an extended period (we'll give you advance notice for dormancy). Where practicable we'll give you notice and an opportunity to cure before terminating; immediate termination is reserved for serious violations or imminent risk.

Sections that by their nature should survive termination (Intellectual property, Warranty disclaimer, Limitation of liability, Indemnification, Governing law, Arbitration, the BAA terms for so long as we retain PHI on your behalf, and accrued payment obligations) survive.

Please read this section carefully. It affects your legal rights. By agreeing to these Terms, you and Trellis Care Coordination LLC agree to resolve disputes through binding individual arbitration rather than in court, and you waive the right to a jury trial and the right to participate in a class or representative action. You may opt out within 30 days as described below.

14.1 Informal resolution first

Before filing any claim, we both agree to try to resolve it informally. Email us at legal@trelliscare.app with a description of the dispute, the relief you seek, and your contact information. If we don't resolve it within 60 days, either of us may proceed under this section.

14.2 Agreement to arbitrate

You and Trellis Care Coordination LLC agree that any dispute, claim, or controversy arising out of or relating to these Terms, the Privacy Policy, the BAA, or your use of Trellis (each a “Dispute”), other than claims described in Section 14.6 (Exceptions), will be resolved by final and binding individual arbitration administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules and, where applicable, its Mass Arbitration Supplementary Rules in effect at the time arbitration is commenced. The AAA Consumer Rules are available at adr.org/Rules.

The Federal Arbitration Act, 9 U.S.C. §§ 1 et seq., governs the interpretation and enforcement of this Section 14. The arbitrator — not a court — has exclusive authority to resolve any dispute about the formation, scope, interpretation, applicability, enforceability, or waiver of this arbitration agreement, except that a court has authority to decide enforceability of the class action waiver in Section 14.4.

By agreeing to arbitration: you and Trellis are giving up the right to sue or be sued in court (other than small-claims court as described in Section 14.6) and the right to a trial by jury. Discovery and rights of appeal in arbitration are generally more limited than in court.

14.3 Arbitration procedures

The arbitration will be conducted by a single arbitrator chosen under AAA rules. The arbitrator will be either a retired judge or a lawyer licensed to practice in Oregon with experience in technology and consumer matters. Hearings may be conducted by phone, video, or written submission as the arbitrator decides; in-person hearings, if any, will take place in Deschutes County, Oregon, or another mutually agreed location. The arbitrator's award is binding and may be entered as a judgment in any court of competent jurisdiction.

AAA filing fees and arbitrator costs are governed by the Consumer Rules' fee schedule. For consumer-initiated arbitrations under the Consumer Rules, the consumer's filing fee is capped (currently $200), and Trellis pays the balance of AAA fees and arbitrator compensation, except where the arbitrator determines the claim was frivolous or brought for an improper purpose under Federal Rule of Civil Procedure 11(b).

14.4 Class action and representative action waiver

You and Trellis agree that each may bring claims against the other only in your or its individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative action. The arbitrator may not consolidate more than one person's claims (other than under the AAA Mass Arbitration Supplementary Rules referenced in Section 14.2), and may not preside over any form of representative or class proceeding.

California PAGA carve-out. Claims brought under the California Private Attorneys General Act on a representative basis to the extent that representative action is non-waivable under Iskanian v. CLS Transp. Los Angeles, LLC and Adolph v. Uber Technologies, Inc., are excluded from the waiver above and may proceed in court. Individual PAGA claims remain subject to arbitration.

If a court finds the class action waiver in this Section 14.4 unenforceable as to a particular claim, that claim (and only that claim) will be severed from arbitration and proceed in court; the rest of Section 14 remains in effect.

14.5 30-day right to opt out

You can opt out of this arbitration agreement within 30 days of the date you first accept these Terms (i.e., the date you create your Trellis account or first accept an updated version of these Terms that introduces arbitration). To opt out, send written notice to legal@trelliscare.app or by mail to Trellis Care Coordination LLC, 60982 Grand Targhee Drive, Bend, Oregon 97702, including your full name, email address associated with your account, and a clear statement that you are opting out of arbitration. Opting out will not affect any other provision of these Terms; you will retain all other rights, and we will resolve disputes with you in court rather than arbitration.

14.6 Exceptions to arbitration

The following are not subject to arbitration:

• Small-claims court.Either party may bring an individual claim in small-claims court if the claim is within that court's jurisdictional limit and proceeds on an individual (non-class) basis
• Intellectual property. Either party may seek injunctive or other equitable relief in court to protect intellectual property, trade secrets, or confidential information
• Regulatory complaints. Filings with the U.S. Department of Health and Human Services Office for Civil Rights, the Federal Trade Commission, a state attorney general, or another regulator with jurisdiction over the matter

14.7 New Jersey notice

If you are a resident of New Jersey, you specifically acknowledge that, by agreeing to this Section 14, you are giving up your right to bring an action in court, your right to a trial by jury, and your right to participate in a class action against Trellis, in favor of binding individual arbitration as described in this Section 14.

14.8 Severability and survival

If any portion of this Section 14 is held invalid or unenforceable, the remaining portions remain in effect, except that if Section 14.4 (the class action waiver) is held invalid as to a particular claim, the entirety of Section 14 will not apply to that particular claim. This Section 14 survives termination of these Terms.

These Terms, the Privacy Policy, the BAA, and any Dispute arising out of or relating to them or your use of Trellis are governed by the laws of the State of Oregon, without regard to its conflict-of-laws principles. The federal Health Insurance Portability and Accountability Act (HIPAA) and its implementing regulations also apply to PHI.

Subject to the binding arbitration agreement in Section 14, the exclusive venue for any Dispute that proceeds in court (including small-claims actions, IP injunctive actions, actions to compel or confirm arbitration, and PAGA representative claims as described in Section 14.4) is the state courts located in Deschutes County, Oregon, and the U.S. District Court for the District of Oregon. You and Trellis consent to personal jurisdiction in those courts.

We'll update these Terms when we change practices that they describe. Material changes are announced via in-app notification and email at least 30 days before they take effect. Continued use of Trellis after a change takes effect constitutes acceptance. For changes that introduce or materially expand binding arbitration or the class action waiver, you will be presented with a separate must-agree prompt at next sign-in.

Non-material changes (clarifications, typo fixes, additional examples) take effect on the “Effective” date at the top of this document.

Entire agreement. These Terms, together with the Privacy Policy, the BAA where applicable, and any other document expressly incorporated, are the entire agreement between you and Trellis Care Coordination LLC regarding the service.

Severability. If any provision is held invalid or unenforceable, the remaining provisions stay in effect. The arbitration agreement in Section 14 has its own severability rule (Section 14.8) that governs that section.

No waiver. Our failure to enforce any provision is not a waiver of our right to do so later.

Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets, on notice to you.

Force majeure. Neither party is liable for failure or delay caused by events beyond reasonable control (natural disaster, war, government action, internet outage, etc.), provided the affected party uses reasonable efforts to resume performance.

Notices to us should be sent to legal@trelliscare.app or by mail to Trellis Care Coordination LLC, 60982 Grand Targhee Drive, Bend, Oregon 97702. Notices to you will be sent to the email address on your account or posted in-app.

Questions about these Terms?

• General & legal: legal@trelliscare.app
• Privacy / HIPAA: privacy@trelliscare.app
• Security / abuse: security@trelliscare.app
• Billing / refunds: billing@trelliscare.app

By mail: Trellis Care Coordination LLC, 60982 Grand Targhee Drive, Bend, Oregon 97702.