Last Updated: August 13, 2025

For Regional Partners, see Section 11

These Medical Terms of Service (“Medical Services Terms”) govern your use of the medical services, including the Telehealth Services described in more detail in Section 10 below (“Medical Services”) provided by One Medical professional corporations and our affiliated medical services providers (“One Medical”, “we”, “us”, or “our”). In some regions, Medical Services, with the exception of Telehealth services, are provided by One Medical jointly with, and/or as subcontractors for, other health provider entities, health systems or academic medical center partners (“Partners”). These Partner relationships are described in more detail in Section 9 below. If you are using Medical Services in a region identified in Section 9, the applicable Partner is also a party to these Medical Services Terms, and “One Medical”, “we”, “us” or “our” means One Medical professional corporations (and our affiliated medical services providers) and the applicable Partner, collectively. Please read the Medical Services Terms carefully before using the Medical Services. By using the Medical Services, including the Telehealth Services, you agree to be bound by these Terms. If you are accepting these Medical Services Terms for another person (“Family Member”) as such Family Member’s guardian, conservator, or custodian, and as parent of a minor child Family Member, you agree to the terms, conditions, and notices contained or referenced herein on behalf of such Family Member.

One Medical is affiliated with 1Life Healthcare, Inc. (“1Life”), where 1Life provides management and administrative services to One Medical. 1Life also provides membership and other non-medical services to consumers, and the One Medical Terms of Use govern your use of the services provided by 1Life. Please read the Terms of Use carefully before using 1Life’s services.

Please refer to our Notice of HIPAA Privacy Practices to learn how One Medical collects, uses, shares and protects your Protected Health Information (as defined under the Health Insurance Portability and Accountability Act of 1996 or "HIPAA").

Please do NOT use the Medical Services, including the Telehealth Services, for emergencies . For all emergencies, you must immediately call 911 or go to the nearest emergency room.

1. Updates to the Medical Services Terms

We may modify these Medical Services Terms from time to time. We will notify you of material changes by posting the amended terms on the One Medical website and the One Medical mobile application at least thirty (30) days before the effective date of the changes. If we have your email on file, we will also notify you of material changes to the Medical Services Terms by email at least thirty (30) days before the effective date of the changes. Please make sure we have your current email address so that you will receive notice of any material changes. If you do not agree with the proposed changes, you should discontinue your use of the Medical Services before the effective date of the change. If you continue using the Medical Services after the effective date, you will be bound by the updated Medical Services Terms.

2. Your Financial Responsibility; Assignment of Benefits

You agree to pay One Medical and its Partners (as applicable) all applicable charges at the prices then in effect for the Medical Services provided to you or another person on whose behalf you are accepting these Medical Services Terms and/or payment responsibility (such as your children or other family members) (“Covered Family Member”). You will be charged for the Medical Services provided to you or your Covered Family Member by a One Medical healthcare service provider (each, a “Provider”). You authorize One Medical and its Partners to charge any eligible payment method we have on record for you (your "Payment Method") for the Medical Services provided to you or your Covered Family Member. If your Payment Method is invalid at the time payment is due, you agree to pay all amounts due upon demand. The third-party services provider who manages your Payment Method may impose terms and conditions on you, which are independent of these Medical Services Terms, and you agree to comply with all of those terms. One Medical may accumulate charges that you’ve incurred for the Medical Services and submit them as one or more aggregate charges during or at the end of a billing cycle. One Medical reserves the right to correct any billing errors or mistakes even if payment has already been requested or received.

Medical Services include scheduled remote visits with our providers. Scheduled remote visits are scheduled just like an in-office visit and provide the same service experience, with the exception that the remote visit is conducted remotely over a secure video and audio connection rather than in person. Remote visits are billable just like an in-office visit, at the same fee that would be billed for such a visit if it was conducted in person. For the avoidance of doubt, your financial responsibility and assignment of benefits described above apply to remote visits as well.

If you provide information about your health insurance or health plan, that will be deemed your authorization for us and our Partners to submit claims for covered Medical Services to your health insurer or health plan. You hereby assign or otherwise authorize payment of medical benefits to us and our Partners for the Medical Services provided to you or your Covered Family Member. You authorize the release of any medical or other information necessary to process any claims for the Medical Services provided. You further understand and accept your financial responsibility for any portion of the bill not covered by your health insurer or health plan. SUBMISSION OF CHARGES DOES NOT WAIVE OUR RIGHT TO SEEK PAYMENT DIRECTLY FROM YOU.

3. Appointments: Missed/Late Cancellation

You understand and agree that if you do not show for your appointment or you cancel your appointment with less than 24 hours’ notice, we may charge you a fee for a missed/late cancelled appointment.

4. Permission to Treat

You give permission to the Providers and our Partners to medically care for you and your Covered Family Member. You may withdraw this consent at any time by no longer seeking Medical Services from One Medical. You may use the Medical Services only when you are physically located in the U.S. You agree to refrain from using any technology or technique to obscure or disguise your location when using Amazon One Medical Services.

You understand and agree that as part of providing Medical Services to you, your Protected Health Information (as defined by HIPAA), including test results, may be released to an online personal health record and via communication with One Medical’s healthcare team electronically (in accordance with our Notice of HIPAA Privacy Practices).

A variety of sources, including pharmacies and health insurers, contribute to your medication history, which Providers can request for treatment purposes. Obtaining your medication history helps healthcare providers treat you properly and identify potentially dangerous drug interactions. By using Medical Services, you give One Medical permission to request your medication history.

A Health Information Exchange, also referred to as an “HIE,” is a network of clinically integrated organizations that exchange information to facilitate well-informed, cross-organization clinical care. One Medical participates in HIEs to improve the availability of your health information. By using Medical Services, you authorize One Medical to obtain and share relevant information about you with HIEs. You may modify your preference to share or not share information with HIEs in your account settings through the One Medical mobile app or website.

5. Service Termination

You may terminate your use of the Medical Services at any time by not using the Medical Services any more. We may terminate your use of the Medical Services at any time in our reasonable discretion, for causes including but not limited to breach of these Medical Terms, illegal conduct such as falsifying information to obtain controlled substances, abusive and threatening behavior, and continued refusal to pay for our services. We may terminate your use of the Medical Services by sending notice to you at the mail or email address you provided to us or by otherwise contacting you.

6.Consent to Electronic Communications

You agree that One Medical may send the following to you by email or by posting them on our website and mobile application: legal disclosures; these Medical Services Terms, Notice of HIPAA Privacy Practices; future changes to any of the above; and other notices, policies, communications or disclosures and information related to the Medical Services. You further consent to receive communications by or on behalf of One Medical about your treatment, benefits, membership or account via secure messaging, push notices, email, phone, text, or mail to any email address, phone number, or mobile device associated with your account, or otherwise directly or indirectly provided by you to us. In connection with such communications, we may use pre-recorded/artificial voice messages and/or automatic dialing devices. The communications we send to you may contain information about your treatment, benefits, membership, or account, including security notifications. You agree to update your contact information to ensure accuracy.

If you later decide that you do not want to receive certain future treatment communications electronically, please view the HIPAA Notice of Privacy Practices, which provides more information on how you may request a change to your communications preferences. You may also opt out of certain electronic communications through your account or by following the unsubscribe instructions in any communication you receive from One Medical. Your withdrawal of consent will be effective within a reasonable time after we receive your withdrawal notice described above.

One Medical will need to send you certain communications electronically regarding the Medical Services. You will not be able to opt out of those communications – e.g., communications regarding updates to these Medical Services Terms or information about billing. Your withdrawal of consent will not affect the legal validity or enforceability of the Medical Services Terms provided to and accepted by you.

7. Disclaimers

TO THE MAXIMUM EXTENT NOT PROHIBITED BY LAW, EXCEPT IN CASE OF NEGLIGENCE OR WILLFUL MISCONDUCT, WE AND OUR AFFILIATES, PROVIDERS, EMPLOYEES, OFFICERS, DIRECTORS OR AGENTS WILL NOT BE RESPONSIBLE FOR ANY LOSS OR DAMAGE, INCLUDING PERSONAL INJURY OR DEATH, RESULTING FROM ANYONE'S USE OF OR INABILITY TO USE THE MEDICAL SERVICES.

For California patients, the state of California requires that physicians in California share notice of the Open Payments database. The Open Payments database is a federal tool used to search payments made by drug and device companies to physicians and teaching hospitals. It can be found at https://openpaymentsdata.cms.gov.

8. Limitation of Liability

TO THE MAXIMUM EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL WE AND OUR AFFILIATES, PROVIDERS, EMPLOYEES, OFFICERS, DIRECTORS OR AGENTS BE LIABLE FOR ANY CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION THOSE RELATING TO LOST PROFITS OR THE COST OF SUBSTITUTE PRODUCTS OR SERVICES ARISING OUT OF OR IN CONNECTION WITH THE MEDICAL SERVICES OR FROM THE USE OF OR INABILITY TO USE THE MEDICAL SERVICES, WHETHER BASED ON CONTRACT, WARRANTY, PRODUCT LIABILITY, TORT, OR OTHER LEGAL THEORY AND EVEN IF WE HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE EXCLUSION MAY NOT APPLY TO YOU.

9. Regional Partners

In some regions, One Medical partners with health systems and academic medical centers to provide Medical Services, with the exception of Telehealth Services (defined below) provided by One Medical affiliate OM Services, P.A. (“OM Only Telehealth Services”). A current list of One Medical’s Partners is available here, as may be updated from time to time. Each of the Partners identified in this section is deemed to be a party to these Medical Services Terms, with the exception of OM Only Telehealth Services, as they relate to Medical Services provided by the Partner in the corresponding regions identified below.

10. Telehealth Services and Permission

One Medical may provide certain Telehealth (defined below) services to you (the "Telehealth Services"), together or separately from its Partners, via its affiliates, including and not limited to OM Services, P.A. You consent to receive emails or other electronic communications from One Medical pertaining to your care and your health, which may include Protected Health Information. You understand that virtual encounters via phone, email, video, or otherwise, could involve, and you hereby consent to the use of, automated tools for diagnosis, care, treatment or communication pertaining to healthcare matters. You also acknowledge that such virtual encounters may involve care by a variety of Providers, including Physicians, Registered Nurses, Nurse Practitioners, Physician Assistants, Nutritionists, Naturopathic Doctors, Therapists, and other support or medical personnel.

You give permission to One Medical and the Telehealth Services Providers to record and process your personal details and medical data. You may withdraw these permissions at any time by no longer seeking Telehealth Services from One Medical.

"Telehealth" is the delivery of healthcare services using technology when the healthcare provider and patient are not in the same physical location, and/or the virtual delivery of healthcare services, including by a medical provider or via digital or automated tools, including without limitation tools for medical or health-related diagnosis and treatment. The Telehealth Services may be used for diagnosis, treatment, care, follow-up and/or patient education, and may include, without limitation, the following: electronic transmission of patient medical records, medical images, and/or other patient data or information; synchronous (i.e., “real time”) and asynchronous (i.e., non-“real time”) interactions via audio, video, text, and/or data or other electronic communications; automated, electronic or digital tools or services for diagnosis, care, treatment, and/or communication pertaining to healthcare or medical matters; and output, transmission, or exchange of data from medical devices, sound and video files. Further, you understand that it may be possible that your condition cannot be treated via the Telehealth Services, or that information transmitted through the Telehealth Services may not be sufficient or of too poor of image quality, or insufficient information or data to allow for appropriate medical decision making. Accordingly, you may be required to seek additional in-person medical care, alternative healthcare, or emergency services. If your health or medical problem or condition persists after use of Telehealth Services, you will immediately contact your medical services provider and seek appropriate additional in-person medical care or emergency care, as appropriate.

The state in which you reside may also require us to provide additional notices to you or obtain additional consents from you regarding our Telehealth Services. Please click on this Additional Telehealth Consent to review the provisions applicable to your state, if any. These notifications and consents are incorporated into these Medical Services Terms.

11. General Provisions

  • These Medical Services Terms make up the entire agreement relating to your use of the Medical Services and supersede all prior agreements relating to the subject matter hereof.
  • We may change, suspend, or discontinue any of the Medical Services at any time. We will try to give you prior notice of any material changes to the Medical Services. We will not be liable to you or to any third party for any modification, suspension or discontinuance of the Medical Services.
  • We may change, suspend, or discontinue any of our partnerships, including health system partnerships, at any time. We will provide you with notices of such changes as applicable.
  • These Medical Services Terms do not confer any third-party beneficiary rights, except to Partners in the corresponding regions identified in Section 11. Each of the Partners is a third-party beneficiary of these Medical Services Terms and shall have the right to enforce these Medical Services Terms directly as it deems necessary to enforce its rights or protect its interests in connection with these Medical Services Terms. You may not transfer any of your rights or obligations under these Medical Services Terms to anyone else without our consent. One Medical may assign our rights in connection with a merger, acquisition, or sale of assets, or by operation of law or otherwise.
  • Even after termination, these Medical Services Terms will remain in effect such that all terms that by their nature may survive termination will survive such termination.

If you have any questions about these Medical Services Terms, please contact terms@onemedical.com.

12. Direct Primary Care

A. Enterprise Direct Primary Care

This Direct Primary Care/Retainer Medical Patient Agreement (the “DPC Agreement”) is applicable to members who are part of an enterprise Direct Primary Care or Retainer Medical Patient program with One Medical.

If your employer participates in a One Medical Direct Primary Care or Retainer Medical Patient (“DPC”) program (“DPC Program”), and you enroll in such DPC Program, this DPC Agreement applies to you with respect to One Medical’s DPC Services for the duration of your enrollment in the DPC Program, or until you or your employer terminates participation in the DPC Program. You understand and agree that One Medical offers a defined set of DPC services as set forth below (the “DPC Services”) in exchange for a fee that is paid by your employer. When you enroll in your employer’s One Medical DPC Program, you will have access to One Medical’s membership services (see our One Medical Terms of Use) and the following DPC Services either virtually (where practicable) or on-site at the One Medical locations specified here:

  • Adult Primary Care
    • Episodic care
    • Chronic condition diagnosis/management outside including development of a personalized care plan and risk reduction plan
    • Minor first-aid
    • Limited laboratory & other diagnostic services
  • Care Management
    • Care coordination
    • Referral management
  • Risk Identification and Targeted Outreach
    • Identify chronic risk and acute conditions
    • Education regarding the clinic, its programs, and benefits
    • Care gap analysis
  • Lifestyle Management
    • Full physicals, including well-woman exams
    • Lifestyle management evaluation, analysis, and guided behavior change
  • Pediatric Services (where available)
    • For children age 0 through 9: Fever, cough, earache, minor illnesses, routine primary care
    • For children ten years and older: Routine primary care, school physicals

You acknowledge and agree that through its DPC Program, One Medical will provide only the limited scope of primary care DPC services that are specified in this DPC Agreement. You understand that the DPC Program is not a medical plan that constitutes or provides health insurance coverage under applicable state laws or the federal Patient Protection and Affordable Care Act, and does not meet any individual mandate required under federal law. If you are uninsured, you may still be subject to tax penalties for failing to obtain insurance pursuant to any individual mandate.

All fees associated with the DPC Services are charged to, and paid for by, your employer and are not billed to your insurance carrier (except as noted). You will be responsible for payment for all non-DPC services not specified in this DPC Agreement, including services provided to you at One Medical locations or by providers who are not included in your employer’s DPC Program. For example, if you visit a One Medical location that is not a designated DPC office under your employer’s DPC Program, such as when you travel, if you book a Remote Visit with a provider who is not part of your employer’s DPC Program, or if you book a service that is not covered by the DPC Services, you or your insurance will be billed at the then-current billable rate for the service provided. Please contact us at pm-membermgt@onemedical.com or call (844) 673-2563 if you have questions about whether a visit is included in your DPC program.

You may cancel this DPC Agreement and your participation in the DPC Program by contacting your employer, and your cancellation will take effect upon the end of your then-current DPC program billing period. We will refund your employer any fees paid in advance attributable to your participation upon your cancellation, or in the event we are unable to provide the DPC services listed in this Agreement. If you cancel your participation in the DPC Program, you will also lose the ability to utilize all other One Medical services provided in connection with your employer’s DPC Program, including One Medical’s membership services (see our One Medical Terms of Use). You acknowledge that in the event there is a conflict between the terms of this DPC Agreement and the remainder of the Medical Service Terms, the terms of this DPC Agreement shall control with respect to the DPC Services.

IN OREGON, THE OREGON DEPARTMENT OF CONSUMER AND BUSINESS SERVICES ISSUED A CERTIFICATION TO THIS PRACTICE. YOU CAN CONTACT CONSUMER ADVOCATES AT THE OREGON DEPARTMENT OF CONSUMER AND BUSINESS SERVICES AT (888) 977-4894, DCBS.INSMAIL@STATE.OR.US, OR WWW.INSURANCE.OREGON.GOV.

IN WASHINGTON, YOU CAN CONTACT CONSUMER ADVOCATES AT THE WASHINGTON STATE OFFICE OF THE INSURANCE COMMISSIONER AT 800-562-6900.

B. Consumer Direct Primary Care

If you enrolled directly in a DPC Program without employer sponsorship, your participation in the DPC Program will be subject to the Patient Agreement you entered into with PeakMed/One Medical for the provision of DPC services set forth in your Patient Agreement, as may be updated from time to time

California Fictitious Name Permits