Legal

What information we collect through the site, how we use and share it, cookies, your choices, and how to reach us about it.

Read the full Privacy Policy

How your protected health information may be used and disclosed, and your rights to access, amend and restrict it.

Read the full HIPAA Notice of Privacy Practices

The terms that govern your use of the site and services, including medical-advice disclaimers, your conduct, and dispute resolution.

Read the full Terms of Use

Prescription medications cannot be returned once dispensed; how returns of non-prescription items, damaged deliveries and lost packages are handled.

Read the full Returns & Refund Policy

Additional disclosures and rights for California residents, and how to submit a request to know or delete.

Read the full California Privacy Notice

What you are opting into when you share your mobile number, message frequency, rates, and how to opt out (reply STOP).

Read the full SMS Terms and Conditions

This is what you agree to when you start an intake with Halwel and when you continue past the contact step. Read it before you pay. You can withdraw it at any time.

Who provides your care

Halwel, Inc. (formerly Klera, Inc.) DBA halwel is a management services organization. It does not practise medicine and it does not provide medical care. All medical services are provided by independently owned professional entities and the clinicians they employ, each licensed in the state where you are located at the time of your visit. Halwel provides the technology, scheduling, billing and support around that care.

How the visit works

Care here is asynchronous. You complete a written medical intake and identity verification in the member portal, and a licensed clinician reviews it on their own schedule rather than in a live appointment. No video or telephone visit is scheduled by default. If the clinician needs more information, or decides a live visit or an in-person evaluation is necessary, they will tell you before writing anything.

There is no in-person physical examination and no laboratory testing unless a clinician specifically asks for one. Your clinician is working from what you report, so the accuracy and completeness of your answers directly affects whether the care you receive is safe. Leaving out a condition, a medication or a symptom can lead to a decision that would have been made differently.

What you are not agreeing to

A prescription is never guaranteed. If the clinician decides treatment is not right for you, you receive a full refund. Payment starts the review; it does not buy a medication and it does not oblige any clinician to write one. Nothing ships before a licensed provider has reviewed your completed intake.

Where a treatment is compounded, the medication is prepared by a licensed US pharmacy under section 503A and is not FDA-approved. The product page for each treatment says so where it applies.

Benefits and limits

Telehealth of this kind gives you access to a licensed clinician without travel or a scheduled appointment, and it keeps your records in one place. Its limits are real. A clinician who cannot examine you may miss something an in-person visit would catch, information can be delayed or lost in transmission, and technology can fail. If any of that would make this the wrong way to get care for your situation, seek care in person instead.

Emergencies

This service is not for emergencies and is not monitored around the clock. If you think you are having a medical emergency, call 911 or go to the nearest emergency department. Do not use the portal, email or text to report an emergency.

Privacy, records and security

Your health information is held and shared as described in the HIPAA Notice of Privacy Practices and the Privacy Policy. Your visit generates a medical record held by the treating professional entity, and you may request a copy. Electronic communication is protected by technical and administrative safeguards, and no safeguard is absolute. Messages sent over email or SMS at your request are less protected than messages in the portal.

Where this is available

Care is offered only in states where the treating entity holds an active licence for the treatment you are asking about. If your state is not covered, the intake tells you so and no order is created.

Withdrawing consent

You may withdraw this consent, decline a treatment, or ask to be seen in person at any point, and doing so does not affect your right to care you have already paid for. To withdraw it, care@halwel.com or use the contact page. Your consent is recorded with your intake, with the version of this document that was in force when you gave it.

Halwel is built to be usable by everyone, including people who use screen readers, magnification, speech input, or a keyboard alone. We hold new work on this site and in the member portal to the Web Content Accessibility Guidelines 2.1 at level AA, and we treat a barrier as a defect rather than a request.

Some of this site is not there yet, and we would rather say so than claim conformance we have not verified. Accessibility is checked as part of how we build, and older pages are corrected as they are revisited.

If any part of this site or the portal is difficult or impossible for you to use, tell us and we will fix it. If you need information that is currently out of reach, we will give it to you another way, and we can complete an intake with you over another channel if the form itself is the barrier. Write to care@halwel.com with the page and what happened, or use the contact page. Support is staffed 9:00 am – 6:00 pm ET, Monday to Sunday.