Telehealth Policy

Last Updated: Monday, November 24, 2025

BY CLICKING "I AGREE," CHECKING A RELATED BOX, USING ANY OTHER ACCEPTANCE MECHANISM PRESENTED THROUGH THE ARKANA PLATFORM (DEFINED BELOW), OR OTHERWISE INDICATING YOUR ASSENT, YOU ACKNOWLEDGE THAT YOU HAVE READ THIS TELEHEALTH CONSENT AND AUTHORIZATION ("CONSENT"), UNDERSTAND IT, AND AGREE TO BE LEGALLY BOUND BY IT. IF YOU DO NOT AGREE, DO NOT CREATE AN ACCOUNT OR USE THE PLATFORM.

If you are agreeing on behalf of another person (such as a family member), you represent that you have the legal authority to do so.

1. Purpose of This Consent

The purpose of this Consent is to:

1. Explain how telehealth is used on the Arkana platform;
2. Obtain your informed consent to receive telehealth services from independent practitioners who use Arkana; and
3. Obtain your authorization for Arkana and those practitioners to use and disclose your health information as described in this document, our Terms of Use, and our Privacy Policy.

In this Consent:

• "Arkana," "we," "us," or "our" means Arkana and its affiliates, technology providers, and service providers.
• "Platform" or "Service" means Arkana's websites, mobile applications, tools, and related services.
• "Practitioners" means independent Traditional Chinese Medicine (TCM) and other complementary or integrative health practitioners (such as acupuncturists and herbalists) who use the Platform to deliver telehealth consultations and related services.
• "You" or "your" refers to the individual using the Platform.

Unless explicitly stated otherwise, Arkana is not a medical practice, clinic, or healthcare provider.

2. Nature of the Platform and Relationship

• Arkana provides technology, educational content, and tools (including tongue imaging, questionnaires, wellness content, and practitioner discovery) to help you learn about Traditional Chinese Medicine and connect with Practitioners.
• Arkana does not:
  • Practice medicine or Traditional Chinese Medicine;
  • Diagnose or treat medical conditions;
  • Prescribe medications; or
  • Provide professional medical, mental health, or other licensed healthcare services.
• Any provider–patient relationship that may be formed arises solely between you and the individual Practitioner, not between you and Arkana.
• Practitioners who use Arkana are independent contractors (1099) and are not employees or agents of Arkana. Arkana does not supervise or control their clinical judgment or professional decisions.
• Arkana may facilitate introductions and booking on or off the Platform, but Arkana is not a party to the professional services agreement between you and any Practitioner.

3. What Is Telehealth and How Arkana Uses It

Telehealth involves the use of electronic communications and technology to enable health-related services and guidance from practitioners who are not in the same physical location as you. On Arkana, telehealth may include:

• Live or asynchronous video or audio calls with Practitioners;
• Secure messaging or chat within the Platform;
• Intake forms, questionnaires, surveys, and constitution assessments;
• Uploading or capturing images (for example, tongue photos), short videos, or other health-related data;
• Use of algorithmic or AI-assisted tools (e.g., tongue image analysis) to support a Practitioner's evaluation; and
• Educational content and recommendations related to TCM, lifestyle, herbs, and rituals.

Telehealth through Arkana may be used for, among other things:

• Wellness-oriented TCM consultations;
• Tongue and symptom review from a TCM perspective;
• Lifestyle and habit suggestions rooted in TCM frameworks;
• Discussion of whether in-person TCM care may be beneficial; and
• Guidance on whether you should seek evaluation from another type of healthcare provider.

Alternative options may include in-person visits with a TCM practitioner, acupuncturist, primary care doctor, or other licensed provider. You may choose not to use telehealth and seek in-person services instead at any time.

4. Potential Benefits of Telehealth

Possible benefits of using telehealth services through Arkana include (but are not limited to):

• Convenience and access to TCM-oriented practitioners and guidance without traveling to a clinic;
• Faster scheduling and ability to connect with Practitioners in different geographic locations;
• Ability to share photos, tongue images, and intake information in a structured way that may help Practitioners understand your presentation from a TCM perspective;
• Ongoing educational content and support to help you build daily rituals and lifestyle changes aligned with TCM principles.

No specific outcomes or improvements are guaranteed.

5. Potential Risks and Limitations

As with any use of technology and any health-related service, there are potential risks and limitations, including but not limited to:

1. Technology limitations and failures

• Interruptions, delays, or dropped connections during video or audio calls;
• Errors, bugs, or outages in the Platform or underlying technology;
• Loss, corruption, or incomplete transmission of images, audio, or data.

2. Clinical limitations of telehealth

• Practitioners may not be able to perform a full physical exam or assess all signs and symptoms that would be available in person;
• Certain conditions may not be appropriate for telehealth evaluation and may require an in-person visit;
• Without full medical records or direct physical examination, there is a risk of misinterpretation, incomplete assessment, or missed conditions.

3. Limits of TCM and wellness-focused services

• TCM-oriented assessments, including tongue and pulse-based frameworks, are complementary approaches and may not replace conventional medical evaluation, diagnosis, or emergency care;
• Tongue imaging and AI-assisted analysis can be inaccurate, incomplete, or misleading and must be interpreted by a Practitioner;
• Herb or supplement suggestions may interact with medications or other conditions, especially if your full medical history is unknown.

4. Privacy and security risks

• While Arkana uses reasonable safeguards to protect your information, no system is perfectly secure;
• There is a risk of unauthorized access to or disclosure of your information due to failures of security, third-party services, or user error (for example, using an unsecured device or network).

5. Emotional and psychological impact

• Discussing your health, symptoms, and personal history may cause emotional discomfort;
• Lifestyle or behavior changes may be challenging and may temporarily feel worse before they feel better.

You understand that any or all of these risks may affect the quality, accuracy, or effectiveness of your telehealth experience.

6. Emergencies, Urgent Situations, and Follow-Up Care

• Arkana and the Practitioners who use the Platform do not provide emergency or urgent care and may not respond immediately to messages or requests.
• If your situation is urgent or emergent (for example, severe pain, chest pain, trouble breathing, suicidal thoughts, potential stroke, or other serious symptoms), you must:
  • Call 911 or go to the nearest emergency room; or
  • Call the 988 Suicide & Crisis Lifeline (dial 988) for mental health crises.
• If technology fails during a telehealth visit, the Practitioner may attempt to reconnect or follow up by another method. If you cannot reconnect and your situation becomes urgent, you must seek in-person care.

You understand that telehealth via Arkana is not a substitute for emergency, urgent, or primary care, and that you are responsible for arranging appropriate follow-up with your own healthcare providers.

7. Privacy, Security, and Use of Your Information

Arkana uses technical, administrative, and physical safeguards designed to protect your information when transmitted through or stored on the Platform. Despite these safeguards, you understand and agree that:

• No electronic system can be guaranteed to be 100% secure;
• Communications that occur outside the Platform (such as personal email, SMS, or other third-party apps) may be less secure;
• Arkana may use third-party service providers (e.g., cloud hosting, analytics tools, video platforms) that process data on our behalf consistent with our Terms of Use and Privacy Policy.

How Your Information May Be Used and Disclosed

By using the Platform and consenting to telehealth, you authorize Arkana and the Practitioners to use and disclose your information:

• To provide telehealth and related services, including scheduling, messaging, and consultations;
• To review your tongue images, intake forms, and other submissions and use them to support assessment and recommendations;
• To coordinate care with other providers you identify or authorize;
• For payment, operations, quality improvement, training, and technology development related to the Platform (for example, using de-identified or aggregated data to improve AI models or product features);
• As otherwise described in Arkana's Privacy Policy and any Practitioner Notice of Privacy Practices, as applicable;
• As required by law, such as mandatory reporting of abuse or threats of harm to self or others, or in response to valid legal process.

You may withdraw this authorization prospectively by closing your account and notifying us in writing, but prior uses and disclosures made in reliance on this Consent will not be affected.

8. Tongue Images, AI-Assisted Tools, and Digital Content

On Arkana, you may be asked or invited to:

• Capture or upload images of your tongue or other relevant photos;
• Provide detailed symptom descriptions, lifestyle information, and intake questionnaires;
• Use tools that employ algorithmic or AI-assisted analysis (for example, visual analysis of tongue images).

By using these features, you agree that:

• These images and data are used to generate informational outputs, which are not a standalone diagnosis and must be interpreted by a Practitioner;
• AI-assisted outputs may be incomplete, inaccurate, or inconsistent and should not be used as the sole basis for medical decisions;
• Arkana may use de-identified or aggregated versions of these images and data for research, model training, quality improvement, or product development, as permitted by law and our Privacy Policy.

9. Laboratory Tests, Products, and Herbal Formulas (If Applicable)

From time to time, a Practitioner may suggest:

• Laboratory tests, imaging, or other diagnostics through third-party labs or providers;
• Herbal formulas, supplements, teas, or other products.

If you choose to pursue these:

• Such tests and products are usually provided by independent third parties, not by Arkana. Arkana does not manufacture or clinically control these products or services.
• Laboratory tests may produce false positives, false negatives, or inconclusive results, which may affect a Practitioner's assessment.
• Herbs and supplements can interact with medications, underlying conditions, and allergies. You are responsible for informing all of your healthcare providers about any herbs or supplements you are taking.

You understand that Arkana does not guarantee the accuracy, safety, efficacy, or regulatory status of any test, herbal product, or supplement and is not liable for third-party products or services.

10. Financial Relationships and Independence of Practitioners

• Arkana may receive fees, commissions, or other compensation from Practitioners or product partners for use of the Platform, referrals, or sales made through or connected with Arkana.
• Practitioners are professionally independent and are solely responsible for all clinical decisions, regardless of any financial relationship with Arkana.
• You are free to obtain care from any practitioner or provider you choose, including those who do not use Arkana or with whom Arkana has no financial relationship.
• Arkana may, in its discretion, display or link to informational resources about industry payments or financial relationships if and as applicable.

11. Your Responsibilities

By using Arkana and participating in telehealth, you agree that you will:

• Provide truthful, accurate, and complete information, including your medical history, current medications, allergies, and symptoms, to the best of your knowledge;
• Inform your Practitioner of any changes in your condition, medications, or other relevant circumstances;
• Use a private, secure device and internet connection where possible;
• Follow the guidance of your Practitioner regarding seeking in-person or emergency care when advised;
• Read and review Arkana's Terms of Use and Privacy Policy, as updated from time to time.

You acknowledge that failure to provide accurate and complete information may impact the quality and safety of the guidance you receive.

12. Your Rights

Subject to applicable law, you have the right to:

• Ask questions about telehealth, TCM, and the services provided by Practitioners before and during your use of the Platform;
• Decline or discontinue telehealth at any time and seek in-person care instead;
• Request access to and, where appropriate, corrections of your information as described in our Privacy Policy and any Practitioner notice;
• Withdraw your consent prospectively by closing your Arkana account and/or notifying Arkana and your Practitioner in writing (which will not affect uses or disclosures already made in reliance on this Consent).

If you have questions or concerns about a Practitioner or your experience, you may:

• Contact Arkana via the in-app support channel or at support@arkanahealth.co; and/or
• Contact applicable professional licensing boards or regulatory bodies in your state or country.

13. Your Acknowledgments and Consent

By clicking "I Agree," checking a related box, or otherwise indicating your acceptance, you acknowledge and agree that:

1. You have read and understand this Consent, and you understand the nature, benefits, and risks of telehealth.
2. You understand that Arkana is a technology and education platform, not a medical practice, and that any provider–patient relationship exists solely between you and individual Practitioners.
3. You understand that telehealth has limitations and may not be appropriate for every condition or situation, and that you may be advised to seek in-person or emergency care.
4. You understand that tongue images, AI-assisted tools, and educational content on Arkana are informational and support—not a replacement for independent professional medical judgment or emergency services.
5. You authorize Arkana and the Practitioners to use and disclose your information as described in this Consent, the Terms of Use, and the Privacy Policy.
6. You consent to receive telehealth services from independent Practitioners using the Arkana Platform and to have your health information processed and stored in connection with those services.
7. You understand that no specific outcome, result, or improvement is guaranteed, and that your condition may stay the same or worsen despite using the Platform or receiving services from Practitioners.