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Ro AI Agent Acceptable Use Policy

This Acceptable Use Policy (“Policy”) explains how you may and may not use Ro’s AI Patient Support Agent (the “Agent”). It supplements Ro’s Terms of Service, Privacy Policy, and Consumer Health Data Privacy Policy. This Policy applies to anyone who accesses the Agent through any platform or device. By using the Agent, you agree to this Policy.

Purpose & Scope

The Agent is an artificial intelligence support tool available to signed-in Ro account holders. It can answer questions in real time and help you describe an issue in your own words so you can review, edit, and send it to your Ro care team.

The Agent is not a doctor, nurse, pharmacist, or other licensed healthcare provider. It does not create a provider-patient relationship and is not a substitute for professional medical advice, diagnosis, or treatment. The Agent is intended to provide general educational information only, and it does not diagnose conditions or prescribe treatments. Questions requiring clinical judgment should be directed to your Ro provider or care team.

Agent responses are generated by artificial intelligence and are not reviewed by a person before you see them. AI can be wrong, and responses may be incomplete, outdated, inaccurate, or may not reflect your full medical history.

The Agent is not monitored in real-time. If you are experiencing a medical emergency, call 911 or go to the nearest emergency room. If you are in crisis or thinking about harming yourself, call or text 988, the Suicide & Crisis Lifeline in the United States.

Information you share with the Agent will not automatically be sent to your provider or added to your medical record. If you want your care team to know about something, such as new symptoms, side effects, or missed doses, ask the Agent to submit a support request for your issue to a person and carefully review the summary before sending it to make sure nothing important is missing.

Permitted Uses

Appropriate uses for the Agent include:

  • Asking general, educational questions.

  • Understanding your Ro membership, orders, shipments, billing, and insurance information (if applicable).

  • Navigating Ro’s services and finding the right source or person to answer a question.

  • Following up on care logistics (e.g., checking order status or asking how to reach your provider).

  • Drafting a message to send to a medical provider.

  • Asking to be connected to a human. You can always ask for a person.

Prohibited Uses

Do not use the Agent for any of the following:

AI manipulation and misuse

  • Attempt to manipulate the Agent’s behavior, including through prompt injection, jailbreaks, or role-play designed to bypass its safety limits.

  • Ask the Agent to act as a licensed clinician, diagnose you, or prescribe or change medications.

  • Enter false, exaggerated, or someone else’s medical, identity, insurance, or payment information, or try to obtain a prescription, refund, discount, or service you are not entitled to.

  • Use the Agent to post, generate, or transmit content that is hateful, harassing, threatening, abusive, defamatory, obscene, discriminatory, fraudulent, or harmful to children, or that encourages violence, self-harm, or unlawful activity.

  • Rely on the Agent for emergencies, crisis support, or any clinical decisions.

  • Present Agent output as medical advice, professional guidance, or a clinician’s opinion to yourself or anyone else.

Accounts, people, and privacy

  • Impersonate any person or entity, or misrepresent your identity or affiliation.

  • Seek, collect, or try to obtain personal or health information about other users, Ro personnel, or affiliated providers.

  • Harass, threaten, abuse, defame, demean, discriminate against, or intimidate Ro personnel or any affiliated healthcare provider or practice.

Security and system integrity

  • Break any applicable local, state, national, or international law.

  • Introduce viruses, malware, or any code designed to damage, alter, or disrupt the Agent, our systems, or anyone else’s.

  • Interfere with, overburden, disable, or degrade the Agent or the systems and networks behind it, or attempt unauthorized access to them.

  • Circumvent, disable, or probe any security control, access restriction, rate limit, safety filter, or other technical measure we use.

  • Reverse engineer, decompile, disassemble, or translate the Agent or any part of the software behind it, or attempt to extract its underlying models, prompts, or instructions.

  • Use bots, scrapers, spiders, or other automated tools to access, monitor, or copy the Agent or its content, or bypass our robot exclusion measures.

Content and commercial use

  • Infringe or misappropriate anyone’s intellectual property or other rights, or ask the Agent to reproduce copyrighted material.

  • Copy, store, aggregate, republish, or build a database or dataset from Agent conversations, Ro content, or third-party content available through the Chat Bot.

  • Sell, resell, sublicense, transfer, assign, distribute or otherwise commercially exploit the Agent or its outputs, or make them available to third parties.

  • Use the Agent to build or improve a competing product or service, to train another AI system, or for any purpose that is to Ro’s detriment.

  • Remove, alter, or obscure any trademark, copyright, warranty, or disclaimer notice.

  • Use the Agent in any way that exceeds the permissions described in this Policy, the Terms of Service, or the applicable Privacy Policies.

Enforcement

Ro may take action if we believe this Policy has been violated, or to protect patients, our people, or our systems. We may limit or pause your access to the Agent, remove content, adjust or add safety controls, suspend or terminate your Ro account under the Terms of Service, and refer conduct to law enforcement or regulators where appropriate. We may also modify, restrict, or discontinue Agent features at any time.

Losing Agent access does not by itself end your access to care. You can still reach our team through the contact options in your account.

Reporting

Please tell us if something goes wrong. Report a harmful, inaccurate, or inappropriate Agent response, suspected misuse, security concern, or privacy issue to Ro Support through your Ro account. Include the date and time of the conversation and a short description of what happened. For clinical questions or matters requiring a provider’s attention, message your Ro care team directly.

This Policy may change as the Agents features and applicable laws change. By continuing to use the Agent, you agree to updates to this Policy.