Terms and Conditions

Effective Date: July 27, 2026  |  Last Updated: July 27, 2026

Part 1. Terms of Use

These Terms and Conditions ("Terms") govern your access to and use of andorahealth.com (the "Site") and your communications with Andora Health Services, LLC, a Texas limited liability company doing business as Andora Private Duty Home Health ("Andora," "we," "us," or "our").

1. Who We Are

Andora is a private duty home health agency licensed by the Texas Health and Human Services Commission ("HHSC") as a Home and Community Support Services Agency ("HCSSA") under Texas Health and Safety Code Chapter 142 and 26 Texas Administrative Code Chapter 558, License No. 024760. We hold licensure categories for Licensed Home Health Services and Personal Assistance Services, and provide care within Harris, Fort Bend, and Montgomery Counties, Texas.

2. How You Accept These Terms

You accept these Terms by checking the acceptance box presented on any form on the Site before submitting that form, or by otherwise expressly agreeing to them in writing or electronically. Where you submit a form containing an acceptance box, your act of checking that box and submitting the form constitutes your electronic signature and your agreement to these Terms and to the Privacy Policy.

Andora maintains a record of each acceptance, including the date, time, and the version of the Terms then in effect.

Browsing the Site without submitting a form does not constitute acceptance of the provisions of these Terms that require your affirmative agreement. All users remain subject to Sections 9, 10, 14, and 15, which govern use of the Site itself.

3. No Medical Advice and No Provider Relationship

4. Eligibility and Scope of Services

Services are offered only to individuals residing within Andora's licensed service area and are subject to all of the following:

• Completion of intake and an in-home assessment conducted by or under the supervision of a Registered Nurse
• Where skilled services are requested, receipt of a physician's order and establishment of a plan of care
• Execution of a written Service Agreement, Financial Policy, and all required admission documentation
• Availability of appropriately licensed and qualified clinical or caregiving staff
• Determination by Andora that the client's needs fall within the scope of services Andora is licensed, trained, and staffed to provide safely

Andora reserves the right, in its clinical and operational discretion and consistent with applicable law, to decline, suspend, modify, or terminate services. This includes circumstances where care needs exceed our licensed scope, where the home environment presents an unreasonable risk to staff safety, where required documentation or authorization is not obtained, or where the terms of the Service Agreement are not met. Any termination of active services will be conducted in accordance with the discharge and transfer provisions of the Service Agreement and applicable HHSC requirements.

5. Rates, Estimates, and Payment

Any rates, prices, or cost estimates displayed on the Site or in marketing materials are illustrative only, are subject to change without notice, and do not constitute an offer or a binding quotation. The rates set forth in your executed Service Agreement and Financial Policy control in all cases.

Andora accepts private pay, long-term care insurance, and workers' compensation. Andora does not guarantee that any third-party payor will authorize, cover, or reimburse any service. Verification of benefits is not a guarantee of payment. The client or responsible party remains financially responsible for services rendered in accordance with the Financial Policy.

6. Communications Consent

By providing your telephone number or email address, you consent to receive communications from Andora relating to your inquiry, scheduling, and care coordination. Consent to receive automated calls or text messages is not a condition of receiving services. See Part 2 of these Terms for details, including how to opt out.

Email and web forms are not secure channels. Do not transmit sensitive protected health information, Social Security numbers, financial account information, or other confidential data through the Site or unencrypted email. See Part 3.

7. Electronic Records and Signatures

Andora uses electronic documents and electronic signatures for admission paperwork, service agreements, consents, and related records. By providing an electronic signature, including by typing your name, drawing a signature, clicking an acceptance button, or using an electronic signature platform, you agree that:

• Your electronic signature has the same legal effect as a handwritten signature
• You consent to receive and sign documents electronically rather than on paper
• Electronic records satisfy any requirement that a record be in writing

This consent is given under the federal Electronic Signatures in Global and National Commerce Act (E-SIGN, 15 U.S.C. Section 7001 et seq.) and the Texas Uniform Electronic Transactions Act (Texas Business and Commerce Code Chapter 322).

You may withdraw this consent at any time and request paper copies at no charge by contacting us at (832) 679-3716 or privatecare@andorahealth.com. Withdrawing consent will not affect the validity of documents already signed electronically. To sign and receive documents electronically you will need an email address, internet access, and a device capable of viewing PDF documents.

8. Call Recording and Monitoring

Andora may record or monitor telephone calls for quality assurance, staff training, clinical accuracy, and documentation purposes. Where a call is recorded, you will be notified at the beginning of the call. If you do not wish to be recorded, please tell us and we will document the call by written note instead. Recordings containing protected health information are maintained in accordance with HIPAA and our record retention policy.

9. Acceptable Use

You agree not to:

• Use the Site for any unlawful, fraudulent, or malicious purpose
• Submit false, misleading, or impersonating information through any form
• Attempt to gain unauthorized access to the Site, our systems, or any account or data
• Introduce viruses, malware, or any code designed to disrupt or damage the Site
• Use bots, scrapers, or automated means to extract data or content
• Reverse engineer, decompile, or interfere with the operation or security of the Site
• Use the Site to solicit, advertise, or transmit unsolicited commercial communications

10. Intellectual Property

All content on the Site, including text, graphics, photographs, layout, logos, the Andora name and marks, and all compilations thereof, is owned by or licensed to Andora Health Services, LLC and is protected by United States copyright, trademark, and other intellectual property laws. No license is granted except the limited right to view the Site for personal, non-commercial use. You may not reproduce, distribute, publicly display, modify, or create derivative works without our prior written consent.

11. User Submissions and Reviews

If you submit a testimonial, review, photograph, or other content to Andora, you grant Andora a non-exclusive, royalty-free, worldwide license to use, reproduce, and display that content in connection with our business, and you represent that you own or control all necessary rights. You may withdraw this license as to future use at any time by contacting us in writing.

You agree not to include any protected health information of another individual without that individual's written authorization. Andora will not publish a client testimonial without a signed HIPAA authorization on file.

12. Employment Applications

Information submitted through employment or caregiver application forms is used solely for recruitment, credentialing, and background screening purposes and is governed by our Privacy Policy. Submission of an application does not create an employment relationship or any expectation of employment. Andora is an at-will, equal opportunity employer.

13. Third-Party Sites and Content

The Site may link to or embed third-party websites, platforms, scheduling tools, or resources. Andora does not control, endorse, review, or assume responsibility for the content, accuracy, security, or privacy practices of any third party. Your use of third-party services is at your own risk and governed by that third party's terms.

14. Disclaimer of Warranties

THE SITE AND ALL CONTENT ARE PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, ACCURACY, OR UNINTERRUPTED OPERATION. Andora does not warrant that the Site will be error-free, secure, or continuously available.

This disclaimer applies to the Site and its content only. It does not disclaim any warranty, duty, or standard of care applicable to the provision of home health services, which are governed by the Service Agreement, applicable professional standards, and Texas law.

15. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, ANDORA HEALTH SERVICES, LLC AND ITS MEMBERS, OFFICERS, EMPLOYEES, CONTRACTORS, AND AGENTS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, DATA, GOODWILL, OR BUSINESS INTERRUPTION, ARISING OUT OF OR RELATING TO YOUR ACCESS TO OR USE OF THE SITE, WHETHER BASED IN CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE.

16. Indemnification

You agree to indemnify and hold harmless Andora Health Services, LLC and its members, officers, employees, and agents from and against any third-party claims, liabilities, damages, and reasonable expenses arising out of: (a) your unlawful or fraudulent use of the Site; (b) your submission of content that infringes a third party's intellectual property or privacy rights; or (c) your submission of another individual's protected health information without authorization.

This Section 16 does not apply to any claim relating to the provision of care, to any claim arising from Andora's own acts or omissions, or to any client, family member, or authorized representative acting in good faith in connection with the receipt of services.

17. Informal Dispute Resolution

Before filing any legal action arising out of these Terms or your use of the Site, you agree to first contact Andora in writing and describe the dispute and the relief sought. Andora will acknowledge within 5 business days and both parties will make a good-faith effort to resolve the matter within 30 days.

This provision does not apply to, and does not delay, any complaint filed with HHSC, the HHS Office for Civil Rights, or any other regulatory or licensing authority, nor to any report of suspected abuse, neglect, or exploitation. You may contact a regulator at any time without first contacting Andora. See Part 7.

18. Force Majeure

Andora is not liable for any delay or failure to perform resulting from causes beyond its reasonable control, including hurricanes, flooding, severe weather, natural disaster, fire, power or telecommunications failure, public health emergency, epidemic, governmental order, evacuation order, civil disturbance, or labor disruption. In such events, Andora will make reasonable efforts to notify affected clients, maintain essential care in accordance with its Emergency Preparedness Plan, and resume normal operations as soon as practicable.

19. Governing Law and Venue

These Terms are governed by the laws of the State of Texas, without regard to its conflict of laws principles. You agree that exclusive venue and jurisdiction for any dispute arising out of or relating to these Terms or the Site shall lie in the state or federal courts located in Harris County, Texas, and you consent to personal jurisdiction therein.

20. General Provisions

Severability. If any provision is held invalid or unenforceable, it will be modified to the minimum extent necessary to make it enforceable, or severed, and the remaining provisions will remain in full force.

No waiver. Andora's failure to enforce any provision is not a waiver of that provision or of any other right.

Assignment. You may not assign or transfer any rights under these Terms. Andora may assign these Terms in connection with a merger, acquisition, reorganization, or sale of assets.

Survival. Sections 10, 11, 14, 15, 16, 17, 19, and 20 survive any termination of your use of the Site.

Order of precedence. These Terms, together with the Privacy Policy and other policies referenced here, constitute the entire agreement regarding the Site. Where any conflict exists between these Terms and an executed Service Agreement, the Service Agreement controls as to the services described in it. Where any conflict exists as to protected health information, the HIPAA Notice of Privacy Practices controls.

21. Changes to These Terms

Andora may revise these Terms by posting an updated version to this page with a revised Last Updated date. Material changes will be identified and, where a change materially affects your rights, we will provide notice by email to any address you have provided. Your continued use of the Site following the effective date of a change constitutes acceptance.

Part 2. SMS and Text Messaging Terms

These SMS Terms apply to text messages sent by Andora Private Duty Home Health to mobile numbers provided to us. They supplement and are incorporated into these Terms and our Privacy Policy.

Program Description

Andora sends transactional and service-related text messages to individuals who have provided their mobile number and consented to receive them. Messages relate to:

• Responses to inquiries submitted by phone, email, or web form
• Scheduling and confirmation of in-home assessments and consultations
• Appointment and visit reminders
• Care coordination and schedule change notifications
• Billing, invoice, and account notifications
• Service and operational announcements, including weather or emergency-related schedule changes
• Employment and recruiting communications for individuals who have applied for a position

How You Consent

You provide express written consent to receive text messages when you affirmatively opt in by:

• Checking the SMS consent box on a form on andorahealth.com
• Providing your mobile number and agreeing to text communication during a phone call, in-home assessment, or admission
• Texting Andora first at a number we have published

Message Frequency

Message frequency varies and depends on your interactions with Andora and your care or appointment schedule.

Message and Data Rates

Message and data rates may apply. Standard rates from your wireless carrier apply to all messages sent and received. Andora is not responsible for any charges imposed by your carrier.

How to Opt Out

You may cancel at any time by replying STOP to any message from Andora. You will receive one final confirmation message, after which no further messages will be sent to that number. Additional opt-out keywords including END, CANCEL, UNSUBSCRIBE, and QUIT are also honored.

To resume messages, reply START or UNSTOP, or contact us directly.

How to Get Help

For assistance, reply HELP to any message, call (832) 679-3716, or email privatecare@andorahealth.com.

Supported Carriers

Messaging is supported on major United States wireless carriers. Wireless carriers are not liable for delayed or undelivered messages. Delivery is subject to effective transmission from your carrier and is not guaranteed.

Protected Health Information

Mobile Information Privacy

Changes

Andora may modify these SMS Terms at any time. Continued participation after posting constitutes acceptance.

Part 3. Legal Disclaimers and Notices

Medical Emergency

Email Notice

No Medical Advice

Content on this Site is general information only and does not constitute medical, nursing, legal, financial, or tax advice. It is not a substitute for consultation with a qualified professional. Always seek the advice of your physician or other qualified health provider with any questions regarding a medical condition.

No Guarantee of Outcomes

Andora makes no representation, warranty, or guarantee regarding any specific health outcome, recovery timeline, prevention of hospitalization or readmission, or level of improvement. Individual results depend on many factors outside Andora's control. Statements regarding response times, start-of-care timelines, and staffing availability describe our operating standards and are subject to clinical appropriateness, staff availability, and circumstances beyond our control.

Testimonials

Testimonials and reviews appearing on this Site reflect the individual experiences of specific clients or families. They are not a guarantee, warranty, or prediction of the outcome or experience of any other individual. Testimonials are published only with written authorization and, where applicable, with a HIPAA authorization on file.

Licensure and Scope

Andora is licensed by HHSC as a Home and Community Support Services Agency, License No. 024760. Andora is not a Medicare-certified home health agency and does not represent itself as such. Services are provided only within Andora's licensed categories and only within its designated service area. Nothing on this Site constitutes an offer to provide services outside that scope.

Third-Party Content

References to third-party organizations, facilities, providers, products, or services do not constitute endorsement, sponsorship, affiliation, or recommendation unless expressly stated. Andora is not responsible for the acts, omissions, content, or practices of any third party.

Forward-Looking and Informational Statements

Statements about planned services, service areas, credentialing status, or capabilities reflect current intentions and are subject to change without notice. Information on this Site may become outdated. Andora undertakes no obligation to update Site content except as required by law.

Copyright

Copyright 2026 Andora Health Services, LLC. All rights reserved. Andora and Andora Private Duty Home Health are marks of Andora Health Services, LLC.

Part 4. Notice of Nondiscrimination

Andora Private Duty Home Health complies with applicable federal civil rights laws and does not discriminate, exclude people, or treat them differently on the basis of race, color, national origin (including limited English proficiency and primary language), age, disability, or sex.

Consistent with Section 1557 of the Affordable Care Act (42 U.S.C. Section 18116) and 45 C.F.R. Part 92; Title VI of the Civil Rights Act of 1964 (45 C.F.R. Part 80); Section 504 of the Rehabilitation Act of 1973 (45 C.F.R. Part 84); the Age Discrimination Act of 1975 (45 C.F.R. Part 91); and the Americans with Disabilities Act.

Andora does not:

• Deny, limit, or delay services, or provide services of a lesser quality, on any protected basis
• Deny admission or terminate services on any protected basis
• Retaliate against any individual for asserting a civil right or filing a complaint

Andora provides, free of charge:

• Aids and services to people with disabilities to communicate effectively with us, including qualified sign language interpreters and written information in accessible formats such as large print, audio, or accessible electronic formats
• Language assistance services to people whose primary language is not English, including qualified interpreters and information written in other languages

If you need these services, contact Andora at (832) 679-3716 or privatecare@andorahealth.com.

How to File a Civil Rights Grievance

If you believe Andora has failed to provide these services or has discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you may file a grievance with:

You may file in person, by mail, by fax, or by email. If you need help filing a grievance, our Civil Rights Coordinator is available to assist you. Andora will not retaliate against you for filing a grievance.

Federal Civil Rights Complaint

You may also file a civil rights complaint with the United States Department of Health and Human Services, Office for Civil Rights:

Part 5. Notice of Availability of Language Assistance Services and Auxiliary Aids and Services

ATTENTION: Language assistance services and auxiliary aids and services are available to you free of charge. Call (832) 679-3716.

Provided in accordance with 45 C.F.R. Section 92.11. This notice must be displayed in a prominent location on the website and in physical locations where individuals seek services, in no smaller than 20-point sans serif font.

Part 6. Website Accessibility Statement

Andora Private Duty Home Health is committed to ensuring that andorahealth.com is accessible to all individuals, including people with disabilities.

Our Standard

We work toward conformance with the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA published by the World Wide Web Consortium, and with the requirements of the Americans with Disabilities Act and Section 504 of the Rehabilitation Act of 1973.

Ongoing Measures

• Providing text alternatives for non-text content
• Maintaining sufficient color contrast for readability
• Ensuring the Site is navigable by keyboard alone
• Using clear, descriptive headings and link text
• Designing forms with properly associated labels
• Supporting screen reader compatibility
• Periodic review and remediation of accessibility barriers

Alternative Access

If any content on this Site is not accessible to you, we will provide the information in an alternative format at no cost. Contact us and we will assist you directly by phone, by mail, or in person.

Feedback and Assistance

We welcome your feedback and will respond to accessibility requests as promptly as possible.

Part 7. Report a Concern and Complaint Process

Andora maintains a formal grievance mechanism under which any client, family member, representative, employee, or member of the public may raise a concern. You may participate in this process without fear of reprisal, retaliation, or any adverse effect on your care.

Grievance mechanism maintained in accordance with 26 Texas Administrative Code Section 558.282(a) and (d).

Step 1. Contact Andora Directly

Our Response Timeframe

All complaints are logged, investigated, and reviewed through our Quality Assurance and Performance Improvement program. You will be informed of the outcome in writing.

Step 2. Texas Health and Human Services Commission

You may file a complaint against Andora with HHSC at any time. You are not required to contact Andora first.

Reporting Abuse, Neglect, or Exploitation

Rights of Clients Age 60 and Older

Clients who are 60 years of age or older are additionally protected by the Bill of Rights for Elderly Persons under Texas Human Resources Code Chapter 102. A written copy is provided to every qualifying client at admission and is available at any time upon request.

Civil Rights Grievances

Concerns involving discrimination should be directed to our Civil Rights Coordinator as described in Part 4.

Privacy Complaints

Concerns involving the privacy or security of health information should be directed to our Privacy Officer as described in the Privacy Policy and in our HIPAA Notice of Privacy Practices.

Anonymous Reporting

Concerns may be submitted anonymously. Please note that anonymity may limit our ability to investigate fully or to communicate the outcome to you.

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