Patriot Nexus Letters Client Services Agreement

Patriot Nexus Letters is a non-law-firm administrative services company that facilitates independent medical opinions, evaluations, and records reviews by licensed healthcare providers, where appropriate. Patriot Nexus Letters does not provide healthcare or medical services of any kind, does not itself perform medical examinations, evaluations, diagnoses, or reviews, and does not write nexus letters. Instead, Patriot Nexus Letters contracts with independent, licensed physicians and other healthcare providers who perform any medical reviews and evaluations and produce any resulting letters, opinions, or reports in the exercise of their own independent professional judgment. Patriot Nexus Letters is not a law firm, accredited VA claims agent, or accredited VA attorney, and does not provide legal advice or assist in the preparation, presentation, or prosecution of VA claims.

Our services are limited to administrative intake, coordination, document collection, case routing, and facilitation of independent medical review services by licensed providers. Any medical opinion, diagnosis, evaluation, or nexus opinion is made solely by the licensed provider based on the provider's independent professional judgment.

Patriot Nexus Letters does not provide legal advice, tax advice, benefits advice, or representation of any kind. Patriot Nexus Letters does not prepare, present, prosecute, or appeal claims for benefits before the U.S. Department of Veterans Affairs ("VA"), and does not act as your representative, advocate, or agent in any VA matter.

You acknowledge and agree that: (a) Patriot Nexus Letters is not providing VA claims assistance or representation; (b) no communication from Patriot Nexus Letters should be understood as legal advice or guidance regarding how to file, pursue, or appeal a VA claim; and (c) if you need legal advice or accredited VA claims representation, you should consult a qualified attorney or VA-accredited representative.

Patriot Nexus Letters does not guarantee: (a) that a provider will accept your case; (b) that a provider will issue a favorable opinion; (c) that every requested condition will be supported; (d) that you will receive a diagnosis; (e) that you will receive a VA disability rating; (f) that your VA claim will be approved; (g) that service connection will be granted; or (h) that any particular wording, conclusion, or medical rationale will be used by a provider.

All medical determinations are dependent on the licensed provider's independent review and professional judgment.

By using our services, you represent and warrant that: (a) you are at least 18 years of age and legally able to enter into this Agreement; (b) all information and records you submit are true, accurate, complete, and not misleading; (c) you have the right to provide any records, documents, or information you upload or submit; (d) you understand that incomplete or missing records may delay review, affect provider conclusions, or prevent completion of services; and (e) you will respond in a timely manner to requests for documents, forms, scheduling, or clarification.

You are solely responsible for providing complete and accurate records and for reviewing all materials you receive before using them for any purpose.

By purchasing services, you authorize Patriot Nexus Letters to receive, transmit, review administratively, and share your records and related information with licensed providers, contractors, technology vendors, and service personnel as reasonably necessary to provide the services you request, provided that such recipients are subject to appropriate confidentiality obligations.

You acknowledge that your information may include protected health information and other sensitive personal information. Our collection, use, disclosure, storage, and protection of your information are governed by our Privacy Policy and any applicable HIPAA authorization or consent forms we provide. You agree to execute any additional authorization, consent, release, or intake documentation reasonably required for service delivery.

You consent to receive communications from Patriot Nexus Letters electronically, including by email, text message, portal message, and electronic document delivery. You agree that electronic signatures, click-through acceptances, and electronic records satisfy any legal requirement for a writing or signature to the fullest extent permitted by law.

Patriot Nexus Letters may offer some or all of the following services, subject to availability and provider acceptance:

• (a) Physical Nexus Letter Packages.
• (b) Mental Health Evaluation Packages.
• (c) Records Review Membership.
• (d) Expedited Processing, when available.
• (e) Active-Order Upgrade pricing.
• (f) Returning-client pricing, where applicable.

All services are subject to provider availability, case appropriateness, and our internal intake and quality-control requirements.

Physical nexus letter pricing is based on the number of conditions purchased together in the same active order.

Current pricing is as follows:

• (a) 1 Condition: $995
• (b) 2 Conditions: $1,595
• (c) 3 Conditions: $2,025
• (d) 4 Conditions: $2,400
• (e) 5 Conditions: $2,875
• (f) 6 or More Conditions: $550 per condition

These prices apply to physical nexus letter packages only. Mental health packages are priced separately. A Records Review Membership is not required for a nexus letter package, but incomplete records or missing information may delay your case.

You acknowledge that conditions may be addressed in one letter or more than one letter depending on provider review, specialty, and medical appropriateness. Patriot Nexus Letters does not guarantee that a specific number of conditions will be included unless and until the provider has independently reviewed the case.

If the assigned provider cannot write a supporting nexus letter for one or more purchased physical conditions, Patriot Nexus Letters will issue a refund calculated based on the difference between the amount paid and the applicable completed-package price for the number of conditions actually supported.

Bundled or multi-condition discounts apply only to the number of conditions actually supported and completed. If fewer conditions are ultimately supported, the final price is recalculated based on the completed package level, and the refund is based on the difference between the amount paid and the applicable completed-package price.

Example: If you purchase the 2-condition package for $1,595, but the provider can only support 1 condition, the completed service becomes a 1-condition package priced at $995, and the refund would be $600.

You acknowledge that refunds for partially supported multi-condition packages are not calculated on a proportional or percentage basis unless expressly stated otherwise in writing.

The Mental Health Package is priced at $1,595.

An approved free mental health screening is required before purchase. The screening is a preliminary assessment to determine eligibility for the Mental Health Package. A Records Review Membership is not required for a mental health package.

The mental health package may include, when applicable:

• (a) individual psychological evaluation and report;
• (b) one telehealth appointment, typically one hour;
• (c) DBQ (Disability Benefits Questionnaire), when appropriate; and
• (d) nexus opinion, when medically supported.

Mental health package pricing is separate from physical nexus letter pricing and may not be combined unless expressly approved by Patriot Nexus Letters.

Mental Health Evaluation Packages are non-refundable once the evaluation appointment has been conducted.

You understand that:

• (a) the free screening is required before purchase;
• (b) after reviewing the free screening evaluation form, the provider may determine that a supporting nexus opinion is unlikely or that the case is weak;
• (c) you are paying for the evaluation service itself, not a guaranteed outcome; and
• (d) if you choose to proceed after being informed that the case is weak, no refund will be issued.

By purchasing a Mental Health Evaluation Package, you acknowledge that the non-refundable nature of the package after the evaluation appointment has been clearly disclosed to you prior to payment.

Expedited Processing, when available, is priced at $495.

Expedited Processing may be offered only when provider availability allows. The target turnaround time for Expedited Processing will be communicated to you at the time of purchase and may be updated weekly.

If the communicated expedited turnaround time is not met due to causes within Patriot Nexus Letters' or its provider's control, the Expedited Processing fee will be refunded. No refund is owed if the delay is caused by client inaction, late submissions, missed appointments, or other circumstances outside Patriot Nexus Letters' reasonable control. Expedited Processing does not guarantee a favorable opinion, diagnosis, VA rating, or VA claim approval.

The Records Review Membership is a standalone service priced at $250. The Records Review Membership is a one-time purchase and does not automatically renew.

The Records Review Membership includes:

• (a) initial records review;
• (b) administrative identification of possible nexus letter opportunities for provider consideration;
• (c) identification of missing or helpful records;
• (d) preliminary administrative review of whether one or more conditions may warrant further provider consideration; and
• (e) one Annual Update Review per membership year, as needed, for the same veteran account.

The Records Review Membership is an administrative screening and intake service. It is not a medical opinion, diagnosis, guarantee, legal advice, or VA claims assistance or representation.

Each Records Review Membership includes one Annual Update Review per membership year, as needed.

The Annual Update Review is use-it-or-lose-it. If you do not use the Annual Update Review during that membership year, it expires and does not roll over.

The Records Review Membership is a standalone service. The $250 fee does not apply toward the cost of:

• (a) physical nexus letter packages;
• (b) mental health packages;
• (c) Expedited Processing;
• (d) future letter services; or
• (e) any other Patriot Nexus Letters service.

The Records Review Membership is optional and is not required for every case. If you already know you only need one clear physical nexus letter, you may proceed directly with the applicable physical nexus letter package.

If Patriot Nexus Letters completes the Records Review Membership and does not identify any reasonably supportable nexus letter opportunity, the Records Review Membership fee will be refunded.

This refund policy applies only to the Records Review Membership service. It does not guarantee that a provider will ultimately write a favorable nexus letter, and it does not guarantee any VA claim outcome.

You acknowledge that the Records Review Membership is designed to help identify possible nexus letter opportunities and determine whether additional records may be helpful before provider review. It is not a medical opinion, diagnosis, guarantee of service connection, guarantee that a nexus letter can be written, legal advice, or VA claims assistance or representation.

Patriot Nexus Letters will not represent the Records Review Membership as a provider's final medical opinion unless a licensed provider has completed and issued such an opinion.

Bundled pricing applies only while your case is still active. A case is considered active from the date of purchase until the final nexus letter is delivered or until 180 days of client inactivity, whichever occurs first.

If you purchase one package and want to add conditions before the case is completed and while the case remains active, you may upgrade to the appropriate package by paying the difference between the package already purchased and the new package level.

Once a final nexus letter has been completed and delivered, the case is considered closed. If you later want to add another condition after the final letter has been delivered, the new condition is considered a new order.

You do not receive Active-Order Upgrade pricing after the case is closed. Because post-delivery add-on work requires new review, new provider consideration, new medical analysis, new drafting, new quality review, and a new delivery process, post-delivery add-ons are priced as new orders.

Returning clients may receive a courtesy discount if they purchase a new physical nexus letter package within 6 months of their previous completed order.

Current returning-client pricing within 6 months is as follows:

• (a) 1 New Condition: $895
• (b) 2 New Conditions: $1,495
• (c) 3 New Conditions: $1,925
• (d) 4 New Conditions: $2,300
• (e) 5 New Conditions: $2,775
• (f) 6 or More New Conditions: $100 off total order

If the client returns more than 6 months after the prior completed order, standard pricing applies unless management approves an exception.

All fees are due in advance unless otherwise expressly agreed in writing. Patriot Nexus Letters may suspend intake, scheduling, provider assignment, review, drafting, release, or delivery of work product until full payment has been received.

You authorize Patriot Nexus Letters and its payment processors to charge your selected payment method for all amounts due, including applicable taxes, fees, and approved upgrades. You agree to provide current, complete, and accurate billing information.

Except as expressly stated in this Agreement or required by applicable law, fees are non-refundable once the applicable service has been performed, initiated, or rendered.

Patriot Nexus Letters may update pricing, package descriptions, and service terms from time to time. Any pricing change will apply prospectively and will not affect a service already purchased, except where an upgrade, modification, or new order is requested after the change takes effect.

Any turnaround time communicated by Patriot Nexus Letters is an estimate unless expressly stated otherwise in writing. Turnaround times may be affected by provider availability, incomplete records, scheduling limitations, client delays, volume, technical issues, force majeure events, and the complexity of the case.

Except for the refund remedy specifically stated for missed Expedited Processing turnaround times, estimated turnaround times are not guarantees and do not create a basis for cancellation, refund, damages, or other liability.

All licensed providers maintain independent professional judgment and discretion. Patriot Nexus Letters does not control or direct a provider's medical conclusion, diagnosis, rationale, or professional opinion. You agree that no part of the fee paid to Patriot Nexus Letters is contingent upon a favorable medical opinion, a favorable benefits determination, or any other particular outcome.

The parties intend that this Agreement be interpreted and administered in a manner consistent with applicable federal and state law, including laws governing medical practice, privacy, unfair or deceptive trade practices, automatic renewals, electronic transactions, and restrictions on unauthorized VA claims assistance.

If any service, communication, or practice would otherwise be interpreted in a manner inconsistent with applicable law, it shall be interpreted narrowly and enforced only to the maximum extent permitted by law.

You agree to cooperate reasonably with all intake, screening, scheduling, and records requests. If you fail to respond, fail to submit required information, fail to attend an appointment, or otherwise delay the process, Patriot Nexus Letters may place your case on hold.

If there is no client activity for 180 days, the case may be treated as inactive or closed for pricing and administrative purposes, and fees paid for services already initiated or rendered are non-refundable. Reopening an inactive matter may require a new order, updated intake, and payment of then-current fees.

For services involving an appointment, including telehealth or evaluation services, you are responsible for attending as scheduled and for timely completing any required intake forms and technology checks.

Missed appointments, late arrivals, same-day cancellations, or failure to complete required forms may result in delay, rescheduling fees, forfeiture of scheduling priority, or application of the applicable non-refundable policy, to the extent permitted by law and disclosed at the time of scheduling.

Only the terms expressly set forth in this Agreement or in a written communication authorized by Patriot Nexus Letters shall be binding. No oral statement, sales representation, estimate, or informal communication shall modify this Agreement unless confirmed in writing by an authorized representative of Patriot Nexus Letters.

Without limiting the foregoing, no team member is authorized to promise or provide: (a) a favorable nexus letter; (b) a diagnosis; (c) a VA rating; (d) VA claim approval; (e) guaranteed service connection; (f) inclusion of every requested condition; (g) that records review findings are a medical opinion; (h) that Active-Order Upgrade pricing applies after a case is closed; (i) that mental health packages are included in physical nexus pricing; or (j) assignment to a specific provider unless confirmed by management.

Any reports, letters, evaluations, templates, forms, workflows, educational content, website materials, and administrative materials provided by Patriot Nexus Letters or its providers remain the property of their respective owners, subject to your right to use deliverables produced for your individual matter for your personal, non-commercial purposes.

You may not copy, alter, sell, publish, distribute, exploit, or create derivative works from our materials except as permitted by law or with our prior written consent. You shall not alter, modify, or misrepresent the contents of any nexus letter, report, or evaluation provided to you, and you shall not submit any altered version to any government agency, third party, or proceeding.

Patriot Nexus Letters may use third-party vendors, platforms, software, scheduling tools, payment processors, cloud storage providers, telehealth systems, and communication systems to provide services. We are not responsible for interruptions, outages, incompatibilities, or failures caused by third-party systems beyond our reasonable control.

Except as expressly stated in this Agreement, all services are provided on an "as is" and "as available" basis. To the maximum extent permitted by law, Patriot Nexus Letters disclaims all warranties, express or implied, including any implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, or arising from course of dealing or usage of trade.

We do not warrant that services will be uninterrupted, error-free, suitable for your specific legal, medical, or benefits objectives, or accepted by any government agency, evaluator, reviewer, or third party.

To the fullest extent permitted by law, Patriot Nexus Letters and its owners, officers, directors, employees, contractors, agents, affiliates, successors, and assigns shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, or for any loss of opportunity, benefits, claims, data, revenue, or profits, arising out of or relating to this Agreement or any service.

To the fullest extent permitted by law, Patriot Nexus Letters' total aggregate liability arising out of or relating to this Agreement or any service shall not exceed the total amount you paid to Patriot Nexus Letters for the specific service giving rise to the claim.

Nothing in this Agreement limits liability that cannot be limited under applicable law.

You agree to defend, indemnify, and hold harmless Patriot Nexus Letters and its owners, officers, directors, employees, contractors, agents, affiliates, successors, and assigns from and against any third-party claims, demands, actions, proceedings, losses, liabilities, damages, judgments, settlements, penalties, fines, costs, and expenses, including reasonable attorneys' fees, arising out of or relating to: (a) your breach of this Agreement; (b) your submission of false, misleading, incomplete, or unauthorized information or records; (c) your misuse of any deliverable or service; (d) your violation of applicable law; or (e) any dispute between you and a third party arising from your use of the services.

Before initiating a chargeback or payment dispute, you agree to contact Patriot Nexus Letters and provide a reasonable opportunity to investigate and resolve the issue. You acknowledge that chargebacks initiated after services have been provided, scheduled, conducted, or delivered, and that are inconsistent with the express refund terms stated herein, constitute a breach of this Agreement. In the event of any such unauthorized chargeback, you shall be responsible for all costs incurred by Patriot Nexus Letters in responding to the dispute, including chargeback fees, processing fees, and reasonable attorneys' fees.

Patriot Nexus Letters may decline, suspend, or terminate services at any time if: (a) a provider declines the case; (b) you fail to provide necessary information or cooperation; (c) you engage in abusive, threatening, fraudulent, or inappropriate conduct; (d) continued performance would violate law, regulation, professional standards, or platform rules; or (e) a technical, operational, or safety concern prevents continuation.

If services are terminated due to client breach, misconduct, or violation of this Agreement, no refund shall be owed. If services are terminated for any other reason, any refund will be determined in accordance with the applicable refund terms stated in this Agreement, less amounts attributable to services already rendered, and subject to applicable law.

Any dispute, claim, or controversy arising out of or relating to this Agreement or the services (a "Dispute") shall first be submitted to good-faith informal resolution by written notice to the other party describing the Dispute and the relief sought. If the Dispute is not resolved within thirty (30) days after that notice, it shall be resolved as set forth below.

Except for claims that may be brought in small claims court, any Dispute not resolved informally shall be resolved by final and binding arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules, conducted in Colorado. Patriot Nexus Letters will pay all arbitration filing fees and arbitrator costs that exceed those the Client would bear in a court proceeding, unless the arbitrator determines the claim is frivolous. Each party waives any right to a trial by jury. All Disputes shall be brought only in an individual capacity, and not as a plaintiff or class member in any class, collective, or representative proceeding.

To the fullest extent permitted by law, any Dispute must be commenced within two (2) years after it arises, or it is permanently barred; provided, however, that this limitation shall not shorten any limitations period that applicable law prohibits from being contractually reduced. If the arbitration or class-action waiver in this Section is held unenforceable, that portion shall be severed and the remaining Dispute shall proceed in the courts specified below, with the jury-trial waiver remaining in effect.

Unless otherwise required by applicable law, venue for any action arising out of or relating to this Agreement shall lie exclusively in the state or federal courts located in Colorado, and each party consents to personal jurisdiction in those courts.

This Agreement shall be governed by and construed in accordance with the laws of the State of Colorado, without regard to conflict-of-laws rules, except to the extent preempted by applicable federal law.

Nothing in this Agreement is intended to waive any non-waivable consumer right, privacy right, healthcare right, or other protection afforded under applicable federal or state law. Any provision found unenforceable shall be modified only to the minimum extent necessary to make it enforceable, and the remaining provisions shall remain in full force and effect.

This Agreement, together with any incorporated Privacy Policy, HIPAA authorization, intake contemporaneous understandings relating to that subject matter.

Patriot Nexus Letters may update this Agreement from time to time. We will use reasonable efforts to notify you of material changes (such as by posting a notice on our website, updating the effective date, or notifying you by email). Any updated version will apply prospectively upon posting or upon presentation to you for acceptance, as applicable. The version in effect at the time of purchase will govern that purchase unless you later agree to a revised version.

Questions regarding this Agreement, services, billing, privacy, or refunds should be directed to Patriot Nexus Letters through the contact information provided on our website or client portal.

By purchasing or using any Patriot Nexus Letters service, you acknowledge and agree that:

• Patriot Nexus Letters is not a law firm, accredited VA claims agent, or accredited VA attorney.
• Patriot Nexus Letters does not provide legal advice or VA claims assistance or representation.
• Services are limited to administrative coordination and facilitation of independent medical opinions, evaluations, and records reviews by licensed providers.
• No favorable nexus opinion, diagnosis, VA rating, service connection, or claim approval is guaranteed.
• The Records Review Membership is optional, is a one-time purchase, and does not automatically renew.
• The Records Review Membership is not a medical opinion, diagnosis, legal advice, guarantee, or VA claims assistance.
• Mental Health Evaluation Packages are non-refundable once the evaluation appointment has been conducted.
• Expedited Processing fees will be refunded if the communicated expedited turnaround time is not met.
• Partial refunds on multi-condition physical packages are calculated based on the completed package level, not on a proportional basis.
• Bundled pricing applies only while the case is active, and a case becomes inactive after 180 days of client inactivity or closed upon final delivery, whichever occurs first.