Last Updated: September 30, 2024
Please read these Terms of Service (the “Terms”) and our Privacy Policy (“Privacy Policy”) carefully because they govern your use of the website located at askchapter.org, getchapter.com, and all related Chapter web pages (together, the “Site”), Chapter’s Medicare-related advisory, educational and brokerage services, our proprietary questionnaire and recommendation engine, our community forum and any other ancillary services or information accessible through or in connection with the Site offered by Memoir, Inc. d/b/a Chapter or Chapter Medicare, LLC (d/b/a Chapter Advisory, LLC in most states, and in California as Chapter Insurance Services) (“Chapter Advisory”) (collectively, “Chapter”, “we”, “us”, or “our”). To make these Terms easier to read, the Site, our services (including our questionnaire and recommendation engine) are collectively called the “Services.” These Terms do not govern your use of any online interfaces, digital properties (e.g., websites) and mobile and web-based applications offered by Chapter Technologies LLC ("Chapter Technologies Offerings"). Your use of any Chapter Technologies Offerings are governed by the Chapter Technologies Terms of Service.
IMPORTANT NOTICE REGARDING ARBITRATION: WHEN YOU AGREE TO THESE TERMS YOU ARE AGREEING (WITH LIMITED EXCEPTIONS) TO RESOLVE ANY DISPUTE BETWEEN YOU AND CHAPTER THROUGH BINDING, INDIVIDUAL ARBITRATION RATHER THAN IN COURT. PLEASE REVIEW CAREFULLY SECTION 17 “DISPUTE RESOLUTION” BELOW FOR DETAILS REGARDING ARBITRATION.
1. Agreement to Terms.
By using or submitting any information through our Services, you agree to be bound by these Terms. If you don’t agree to be bound by these Terms, do not use or submit information through the Services.
You also agree that Chapter may (1) call and text you regarding our Services, and (2) monitor and record any telephone calls made or received by Chapter for our business purposes, including for quality assurance and regulatory compliance purposes. Refer to Section 4 below for additional information regarding calls, texts, and other electronic communications from Chapter.
2. Privacy Policy.
Please review our Privacy Policy, which also governs your use of the Services, for information on how we collect, use and share your information.
3. Description of Services.
a. Short List. As an initial step in your use of the Services, we may make available to you our proprietary questionnaire with questions designed to help us create a short list of additional Medicare plans available in your area based on your responses (the “Short List”). At this stage, we will provide the Short List in “masked” form in a manner that does not reveal any plan identifiable characteristics, and we will not recommend a specific additional Medicare plan to you.
b. Scope of Appointment. After you complete the questionnaire and receive the Short List, you may be presented with a Scope of Appointment form through the Services. The Scope of Appointment outlines your permission and acknowledgement of the specific types of additional Medicare plans that a licensed insurance agent may discuss with you. By electing to proceed with the Scope of Appointment through the Services, you agree to the terms set forth therein. Once you assent to the Scope of Appointment through the Services, Chapter Advisory or another of Chapter’s licensed agents will be able to provide you with recommendations, guidance, plan identifiable characteristics and other details regarding the additional Medicare plans on the Short List.
c. Definition. For purposes of these Terms, an “additional Medicare plan” means a Medigap, Medicare Supplement, Medicare Advantage (i.e., Medicare Part C), or Part D (prescription drug) plan.
d. Informational Purposes Only. The content we provide on the Site and through the Services is for informational purposes only. It is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have read on the Site or encountered in the course of using the Services. Chapter does not endorse any prescription drugs, treatments, physicians, products, procedures, opinions, insurance coverage or other information that may be mentioned on the Site or through the Services.
e. Existing Insurance Coverage. Do not cancel any existing insurance until you receive written confirmation from the insurance company to which you are applying that your new policy is in effect.
4. Communications from Chapter.
By providing Chapter with a telephone number and/or other contact information, you agree to receive communications, including via-email, call, and text message (including text messages and calls made using an auto dialer or prerecorded voice message), from or on behalf of Chapter at the email address or telephone number you provided, even if that number is on a National or State Do Not Call List. You represent and warrant that you are the authorized subscriber for any telephone number you provide to Chapter and you have confirmed that you have provided us with the correct number. Calls to you from Chapter may be for informational and/or marketing purposes, including to provide you with information about Chapter’s services and your insurance options, for assistance with insurance applications, and to provide reminders about upcoming deadlines relevant to Medicare enrollment or your insurance coverage. You are not required to provide your consent to these calls as a condition of any purchase through Chapter or as a condition of using the Services, and you may revoke any consent for marketing messages, phone calls or text messages as described below. Standard text messaging and telephone minute charges applied by your cell phone carrier will apply. Message frequency varies. If you have any questions about your text plan or data plan, it is best to contact your wireless provider. Chapter may, without further notice or warning and in our discretion, monitor and/or record telephone conversations for our business purposes, such as quality assurance and training purposes and to protect our rights and the rights of others.
You may revoke your consent to receive text messages from Chapter at any time by texting “STOP” in reply to any Chapter mobile communication. You may revoke your consent to receive calls and/or texts from Chapter by writing an email to [email protected] clearly indicating that you do not wish to receive additional calls or texts (or both) from Chapter.
You agree to notify Chapter immediately if you cancel your subscription to the number you previously provided to us by writing an email to [email protected]. Chapter will terminate your subscription to text messaging within a reasonable period of time upon receipt of such a notice.
5. Compliance with Law.
Nothing in these Terms is intended to conflict with or limit Chapter’s obligations and requirements under applicable laws, rules or regulations of any federal or state jurisdiction. In the event of any conflict or inconsistency between these Terms and the requirements of such applicable laws, rules and regulations, the requirements of such applicable laws, rules and regulations will control to the extent of such conflict.
6. Changes to these Terms or the Services.
We may update the Terms from time to time in our sole discretion. If we do, we’ll let you know by posting the updated Terms on the Site, to the App and/or may also send other communications. It’s important that you review the Terms whenever we update them or you use the Services. If you continue to use the Services after we have posted updated Terms it means that you accept and agree to the changes. If you don’t agree to be bound by the changes, you may not use the Services anymore. Because our Services are evolving over time we may change or discontinue all or any part of the Services, at any time and without notice, at our sole discretion.
7. Who May Use the Services?
You may use the Services only if you are 18 years or older and capable of forming a binding contract with Chapter, and not otherwise barred from using the Services under applicable law.
For certain features of the Services you’ll need an account. It’s important that you provide us with accurate, complete and current account information and keep this information up to date. If you don’t, we might have to suspend or terminate your account. To protect your account, keep the account details and password confidential, and notify us right away of any unauthorized use. You are responsible for all activities that occur under your account.
8. Feedback.
We appreciate feedback, comments, ideas, proposals and suggestions for improvements to the Site and the Services (“Feedback”). If you choose to submit Feedback, you agree that we are free to use it without any restriction or compensation to you.
9. Submitted Information.
a. Submitting Information. Our Services may allow you to submit or store information, including questionnaire responses, personal information, doctor names, drug information, pharmacy information, risk and budget preferences, health condition information and other relevant content. Anything (other than Feedback) that you submit or otherwise make available to us through the Services is referred to as “Submitted Information”. Chapter does not claim any ownership rights in any Submitted Information and nothing in these Terms will be deemed to restrict any rights that you may have to your Submitted Information.
b. Permissions to Your Submitted Information. By making any Submitted Information available through the Services you hereby grant to Chapter a non-exclusive, transferable, worldwide, royalty-free license, with the right to sublicense, to use, copy and modify your Submitted Information in connection with operating, improving and providing the Services, at all times in a manner consistent with our Privacy Policy.
c. Your Responsibility for Submitted Information. You are solely responsible for all your Submitted Information. You acknowledge that our ability to provide the Services is dependent on your provision of complete, true and accurate Submitted Information, and you represent and warrant that your Submitted Information is complete, true and accurate. You further represent and warrant that (i) you have (and will have) all rights that are necessary to grant us the license rights in your Submitted Information under these Terms; and (ii) neither your Submitted Information, nor your use and provision of your Submitted Information to be made available through the Services, nor any use of your Submitted Information by Chapter on or through the Services will infringe, misappropriate or violate a third party’s intellectual property rights, or rights of publicity or privacy, or result in the violation of any applicable law or regulation.
d. Chapter’s Intellectual Property. We may make available through the Services content that is subject to intellectual property rights. We retain all rights to that content along with all rights in and to the Services and the Site.
10. General Prohibitions and Chapter’s Enforcement Rights.
You agree not to do any of the following:
a. Post, upload, publish, submit or transmit any Submitted Information that: (i) infringes, misappropriates or violates a third party’s patent, copyright, trademark, trade secret, moral rights or other intellectual property rights, or rights of publicity or privacy; (ii) violates, or encourages any conduct that would violate, any applicable law or regulation or would give rise to civil liability; (iii) is fraudulent, false, misleading or deceptive; (iv) is defamatory, obscene, pornographic, vulgar or offensive; (v) promotes discrimination, bigotry, racism, hatred, harassment or harm against any individual or group; (vi) is violent or threatening or promotes violence or actions that are threatening to any person or entity; or (vii) promotes illegal or harmful activities or substances;
b. Use, display, mirror or frame the Services or any individual element within the Services, Chapter’s name, any Chapter trademark, logo or other proprietary information, or the layout and design of any page or form contained on a page, without Chapter’s express written consent;
c. Access, tamper with, or use non-public areas of the Services, Chapter’s computer systems, or the technical delivery systems of Chapter’s providers;
d. Attempt to probe, scan or test the vulnerability of any Chapter system or network or breach any security or authentication measures;
e. Avoid, bypass, remove, deactivate, impair, descramble or otherwise circumvent any technological measure implemented by Chapter or any of Chapter’s providers or any other third party (including another user) to protect the Services;
f. Attempt to access or search the Services or download content from the Services using any engine, software, tool, agent, device or mechanism (including spiders, robots, crawlers, data mining tools or the like) other than the software and/or search agents provided by Chapter or other generally available third-party web browsers;
g. Send any unsolicited or unauthorized advertising, promotional materials, email, junk mail, spam, chain letters or other form of solicitation;
h. Use the Services, or any portion thereof, for any commercial purpose or for the benefit of any third party or in any manner not permitted by these Terms;
i. Attempt to decipher, decompile, disassemble or reverse engineer any of the software used to provide the Services;
j. Interfere with, or attempt to interfere with, the access of any user, host or network, including, without limitation, sending a virus, overloading, flooding, spamming, or mail-bombing the Services;
k. Impersonate or misrepresent your affiliation with any person or entity;
l. Violate any applicable law or regulation; or
m. Encourage or enable any other individual to do any of the foregoing.
Chapter is not obligated to monitor access to or use of the Services or to review or edit any content. However, we have the right to do so for the purpose of operating the Services, to ensure compliance with these Terms and to comply with applicable law or other legal requirements. We reserve the right, but are not obligated, to remove or disable access to any content, including Submitted Information, at any time and without notice, including, but not limited to, if we, at our sole discretion, consider it objectionable or in violation of these Terms. We have the right to investigate violations of these Terms or conduct that affects the Services. We may also consult and cooperate with law enforcement authorities to prosecute users who violate the law.
11. Links to Third Party Websites or Resources.
The Services may allow you to access third-party websites or other resources. We provide access only as a convenience and are not responsible for the content, products or services on or available from those resources or links displayed on such websites. You acknowledge sole responsibility for and assume all risk arising from, your use of any third-party resources.
12. Termination.
We may suspend or terminate your access to and use of the Services, including suspending access to or terminating your account, at our sole discretion, at any time and without notice to you. You may cancel your account at any time by sending us an email at [email protected]. Upon any termination, discontinuation or cancellation of the Services or your account, the following Sections will survive: 8, 9(b), 9(c), 9(d), 12, 13, 14, 15, 16, 17 and 18.
13. Warranty Disclaimers.
THE SERVICES (AND ANY INFORMATION MADE AVAILABLE THROUGH THE SERVICES) ARE PROVIDED “AS IS,” WITHOUT WARRANTY OF ANY KIND. WITHOUT LIMITING THE FOREGOING, WE EXPLICITLY DISCLAIM ANY IMPLIED WARRANTIES OF MERCHANT ABILITY, FITNESS FOR A PARTICULAR PURPOSE, QUIET ENJOYMENT AND NON-INFRINGEMENT, AND ANY WARRANTIES ARISING OUT OF COURSE OF DEALING OR USAGE OF TRADE. We make no warranty that the Services will meet your requirements or be available on an uninterrupted, secure, or error-free basis. We make no warranty regarding the quality, accuracy, timeliness, truthfulness, completeness or reliability of any information or content on the Services.
WITHOUT LIMITING THE FOREGOING AND SUBJECT TO ANY APPLICABLE LAWS AND REGULATIONS, YOU ACKNOWLEDGE AND AGREE THAT YOUR DECISION TO APPLY FOR, SIGN UP FOR, OR ENROLL INANY ADDITIONAL MEDICARE PLAN IS DONE ATYOUR SOLE DISCRETION AND RISK, AND THAT CHAPTER DOES NOT PROVIDE ANY ADDITIONAL MEDICARE PLAN AND WILL HAVE NO LIABILITY TO YOU IN CONNECTION WITH ANY ADDITIONAL MEDICARE PLAN, WHETHER OR NOT SUCH ADDITIONAL MEDICARE PLAN WAS INCLUDED ON THE SHORT LIST OR OTHERWISE RECOMMENDED BY CHAPTER.
14. Indemnity.
You will indemnify and hold Chapter and its officers, directors, employees and agents, harmless from and against any claims, disputes, demands, liabilities, damages, losses, and costs and expenses, including, without limitation, reasonable legal and accounting fees arising out of or in any way connected with (a) your access to or use of the Services, (b) your Submitted Information, or (c) your violation of these Terms or applicable law.
15. Limitation of Liability.
a. TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER CHAPTER NOR ITS SERVICE PROVIDERS INVOLVED IN CREATING, PRODUCING, OR DELIVERING THE SERVICES WILL BE LIABLE FOR ANY INCIDENTAL, SPECIAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES, OR DAMAGES FOR LOST PROFITS, LOST REVENUES, LOST SAVINGS, LOST BUSINESS OPPORTUNITY, LOSS OFDATA OR GOODWILL, SERVICE INTERRUPTION, COMPUTER DAMAGE OR SYSTEM FAILURE ORTHE COST OF SUBSTITUTE SERVICES OF ANY KIND ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR FROM THE USE OF OR INABILITY TO USE THE SERVICES, WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY ORANY OTHER LEGAL THEORY, AND WHETHER OR NOT CHAPTER OR ITS SERVICE PROVIDERS HAS BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGE, EVEN IF A LIMITED REMEDY SET FORTH HEREIN IS FOUND TO HAVE FAILED OF ITS ESSENTIAL PURPOSE.
b. TO THE MAXIMUM EXTENT PERMITTED BY THE LAW OF THE APPLICABLE JURISDICTION, IN NO EVENT WILL CHAPTER’S TOTAL LIABILITY ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR FROM THE USE OF OR INABILITY TO USE THE SERVICES EXCEED ONE THOUSAND DOLLARS ($1,000.00).
c. THE EXCLUSIONS AND LIMITATIONS OF DAMAGES SET FORTH ABOVE ARE FUNDAMENTAL ELEMENTS OF THE BASIS OF THE BARGAIN BETWEEN CHAPTER AND YOU.
16. Governing Law and Forum Choice.
These Terms and any action related thereto will be governed by the Federal Arbitration Act, federal arbitration law, and the laws of the State of New York, without regard to its conflict of laws provisions. Except as otherwise expressly set forth in Section 17 “Dispute Resolution,” the exclusive jurisdiction for all Disputes (as defined below) that you and Chapter are not required to arbitrate will be the state and federal courts located in New York City, New York, and you and Chapter each waive any objection to jurisdiction and venue in such courts.
17. Dispute Resolution.
a. Mandatory Arbitration of Disputes. We each agree that any dispute, claim or controversy arising out of or relating to these Terms or the breach, termination, enforcement, interpretation or validity thereof or the use of the Services (collectively, “Disputes”) will be resolved solely by binding, individual arbitration and not in a class, representative or consolidated action or proceeding. You and Chapter agree that the U.S. Federal Arbitration Act governs the interpretation and enforcement of these Terms, and that you and Chapter are each waiving the right to a trial by jury or to participate in a class action. This arbitration provision shall survive termination of these Terms.
b. Exceptions. As limited exceptions to Section 17(a) above: (i) we both may seek to resolve a Dispute in small claims court if it qualifies; and (ii) we each retain the right to seek injunctive or other equitable relief from a court to prevent (or enjoin) the infringement or misappropriation of our intellectual property rights.
c. Conducting Arbitration and Arbitration Rules. The arbitration will be conducted by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules (the “AAA Rules”) then in effect, except as modified by these Terms. The AAA Rules are available at www.adr.org or by calling 1-800-778-7879. A party who wishes to start arbitration must submit a written Demand for Arbitration to AAA and give notice to the other party as specified in the AAA Rules. The AAA provides a form Demand for Arbitration at www.adr.org.
Any arbitration hearings will take place in the county (or parish) where you live, unless we both agree to a different location. The parties agree that the arbitrator shall have exclusive authority to decide all issues relating to the interpretation, applicability, enforceability and scope of this arbitration agreement.
d. Arbitration Costs. Payment of all filing, administration and arbitrator fees will be governed by the AAA Rules, and we won’t seek to recover the administration and arbitrator fees we are responsible for paying, unless the arbitrator finds your Dispute frivolous. If we prevail in arbitration we’ll pay all of our attorneys’ fees and costs and won’t seek to recover them from you. If you prevail in arbitration you will be entitled to an award of attorneys’ fees and expenses to the extent provided under applicable law.
e. Injunctive and Declaratory Relief. Except as provided in Section 17(b) above, the arbitrator shall determine all issues of liability on the merits of any claim asserted by either party and may award declaratory or injunctive relief only in favor of the individual party seeking relief and only to the extent necessary to provide relief warranted by that party’s individual claim. To the extent that you or we prevail on a claim and seek public injunctive relief (that is, injunctive relief that has the primary purpose and effect of prohibiting unlawful acts that threaten future injury to the public), the entitlement to and extent of such relief must be litigated in a civil court of competent jurisdiction and not in arbitration. The parties agree that litigation of any issues of public injunctive relief shall be stayed pending the outcome of the merits of any individual claims in arbitration.
f. Class Action Waiver. YOUAND CHAPTER AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR ORITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. Further, if the parties’ Dispute is resolved through arbitration, the arbitrator may not consolidate another person’s claims with your claims and may not otherwise preside over any form of a representative or class proceeding. If this specific provision is found to be unenforceable, then the entirety of this Dispute Resolution section shall be null and void.
g. Severability. With the exception of any of the provisions in Section 17(f) of these Terms (“Class Action Waiver”), if an arbitrator or court of competent jurisdiction decides that any part of these Terms is invalid or unenforceable, the other parts of these Terms will still apply.
18. General Terms.
a. Reservation of Rights. Chapter and its licensors exclusively own all right, title and interest in and to the Services, including all associated intellectual property rights. You acknowledge that the Services are protected by copyright, trademark, and other laws of the United States and foreign countries. You agree not to remove, alter or obscure any copyright, trademark, service mark or other proprietary rights notices incorporated in or accompanying the Services.
b. Entire Agreement. These Terms constitute the entire and exclusive understanding and agreement between Chapter and you regarding the Services, and these Terms supersede and replace all prior oral or written understandings or agreements between Chapter and you regarding the Services. If any provision of these Terms is held invalid or unenforceable by an arbitrator or a court of competent jurisdiction, that provision will be enforced to the maximum extent permissible, and the other provisions of these Terms will remain in full force and effect. You may not assign or transfer these Terms, by operation of law or otherwise, without Chapter’s prior written consent. Any attempt by you to assign or transfer these Terms, without such consent, will be null. Chapter may freely assign or transfer these Terms without restriction. Subject to the foregoing, these Terms will bind and inure to the benefit of the parties, their successors and permitted assigns.
c. Notices. Any notices or other communications provided by Chapter under these Terms will be given: (i) via email; or (ii) by posting to the Services. For notices made by email, the date of receipt will be deemed the date on which such notice is transmitted.
d. Waiver of Rights. Chapter’s failure to enforce any right or provision of these Terms will not be considered a waiver of such right or provision. The waiver of any such right or provision will be effective only if in writing and signed by a duly authorized representative of Chapter. Except as expressly set forth in these Terms, the exercise by either party of any of its remedies under these Terms will be without prejudice to its other remedies under these Terms or otherwise.
19. Contact Information.
If you have any questions about these Terms or the Services, please contact Chapter at [email protected] or write to us at: 19 Union Square West, 12th Floor, New York, NY 10003.
Chapter, AskChapter.org, GetChapter.com and Chapter Medicare LLC are privately owned by Memoir, Inc. (dba Chapter). Chapter is a non-government resource for people who are seeking information and resources about Medicare coverage. Insurance agency services are provided by Chapter Advisory LLC, a licensed insurance agency that offers Medicare plans and a wholly owned subsidiary of Memoir, Inc. In California, Chapter Advisory LLC does business as Chapter Insurance Services.
Chapter and its affiliates are not connected with or endorsed by the United States government or the federal Medicare program. The website solicits insurance prospects for Chapter Advisory LLC. While we have a database of every Medicare plan nationwide and can help you to search among all plans, we have contracts with many but not all plans. As a result, we do not offer every plan available in your area. Any information we provide is limited to those plans we do offer in your area. Please contact Medicare.gov (http://medicare.gov/) or 1-800-MEDICARE to get information on all of your options.