Latched — Terms of Service

1. Acceptance of Terms

By accessing or using Latched Services, you confirm that you are at least 18 years old, have the legal capacity to enter into these Terms, and agree to comply with all applicable laws and regulations. If you are using the Platform on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

2. Description of Service

2.1 Marketplace Model

Latched is a technology marketplace that connects parents and caregivers (“Parents”) with independent, certified lactation consultants (“Consultants”). Latched does not provide medical advice, clinical services, or healthcare. Consultants are independent contractors, not employees of Latched Solutions LLC.

2.2 Platform Features

The Platform provides tools for: consultant discovery and booking, secure HIPAA-compliant video sessions, in-app messaging, payment processing, scheduling and availability management, session documentation and superbill generation, and credential verification.

2.3 Session Types

The Platform supports both telehealth (video) and in-person sessions, as determined by consultant availability and service offerings.

3. User Accounts and Registration

You must create an account to use the Platform. You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account. You must provide accurate, current, and complete information during registration and keep it updated. Each individual may maintain only one account. Notify us immediately at support@latchedservices.com of any unauthorized use.

4. Payment Terms

Session pricing is set by individual Consultants. Latched charges a platform service fee (currently 20%) which is included in the session price. All payments are processed through Stripe. Consultants may offer post-session modifiers (e.g., extended time) which are charged separately after the session. Cancellation and refund policies are communicated during booking.

4A. Founding Consultant Program

4A.1 Eligibility

The Founding Consultant Program is offered, at Latched’s sole discretion, to the first 100 lactation consultants approved on the Platform. Approval is subject to credential verification and Latched’s standard onboarding review. Inclusion in the Program is not guaranteed.

4A.2 Subscription Credit (Perpetual)

Approved Founding Consultants receive a perpetual monthly credit of US $49.99 — equal to the current monthly platform subscription price — applied toward each future monthly platform subscription, for as long as the consultant remains a Founding Consultant in good standing. Where Latched’s base monthly subscription remains at or below US $49.99, the subscription is effectively waived. Where the base price later exceeds US $49.99, the consultant is responsible only for the difference between the new base price and US $49.99.

Latched does not commit to any specific future base price and may, at its sole discretion, elect to increase the Subscription Credit to match a future base price — in which case the subscription will continue to be effectively waived for affected Founding Consultants — but Latched is under no obligation to do so. In all cases, a Founding Consultant’s out-of-pocket monthly subscription cost will not exceed the base price less US $49.99.

4A.3 Scope and Other Program Benefits

The Subscription Credit in §4A.2 applies only to the monthly platform subscription and does not waive any other fees or charges, including the standard platform session fee described in Section 4. Other Founding Consultant benefits — including the founding badge, Preview Program access, and roadmap-feedback channels — are provided at Latched’s discretion and may be modified or discontinued without affecting the Subscription Credit.

4A.4 Revocation and Discontinuation

Latched may revoke Founding Consultant status, including the Subscription Credit, for material violations of these Terms or program rules, or for fraudulent or abusive conduct. Latched may also stop accepting new applicants to the Founding Consultant Program at any time, without affecting the status of consultants already approved. Outside of these circumstances, Latched does not intend to modify the Subscription Credit for consultants already in good standing.

4A.5 Standard Session Fees

The Subscription Credit does not affect the standard platform session fee charged on consultations facilitated through Latched. See Section 4 (Payment Terms) for details.

5. Session Conduct and Safety

All users must maintain professional and respectful conduct during sessions. Video sessions must be conducted in a private, quiet environment. Users must not record sessions without explicit written consent from all participants. In the event of a medical emergency, call 911 immediately — the Platform is not an emergency service.

6. HIPAA and Privacy

Latched implements HIPAA-compliant technical safeguards including AES-256-GCM encryption for data at rest, TLS 1.3 for data in transit, role-based access controls, comprehensive audit logging, and 15-minute session timeouts. All protected health information (PHI) is processed in accordance with our Privacy Policy and HIPAA Notice of Privacy Practices. You are responsible for safeguarding any PHI you access through the Platform.

7. Intellectual Property

All Platform content, features, and functionality (excluding user-generated content) are owned by Latched Solutions LLC and protected by intellectual property laws. You are granted a limited, non-exclusive, non-transferable license to access and use the Platform for its intended purpose. You retain ownership of content you submit but grant us a license to use it in connection with operating the Platform.

8. Prohibited Conduct

You agree not to:

• Use the Platform for any unlawful purpose
• Circumvent the Platform to arrange off-platform sessions
• Share, sell, or expose any PHI obtained through the Platform
• Impersonate another person or misrepresent credentials
• Interfere with or disrupt the Platform's security or functionality
• Use automated systems to access the Platform without permission
• Harass, threaten, or discriminate against other users

9. Content and Communications

All content shared through the Platform must comply with our content standards. We reserve the right to moderate, remove, or restrict content that violates these Terms. Reviews and ratings must reflect honest experiences. Pre-booking communications are limited to scheduling and service-related topics.

10. Dispute Resolution

Any disputes arising from these Terms or your use of the Platform shall first be addressed through our internal dispute resolution process. If unresolved, disputes shall be submitted to binding arbitration in accordance with the rules of the American Arbitration Association. You agree to waive any right to participate in a class action lawsuit or class arbitration against Latched Solutions LLC.

11. Limitation of Liability

Latched Solutions LLC is not liable for any clinical outcomes, medical decisions, or health consequences arising from consultations arranged through the Platform. To the maximum extent permitted by law, our aggregate liability shall not exceed the greater of (a) the fees you paid to us in the 12 months preceding the claim, or (b) $100. We shall not be liable for indirect, incidental, special, consequential, or punitive damages.

12. Indemnification

You agree to indemnify and hold harmless Latched Solutions LLC, its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from your use of the Platform, violation of these Terms, or infringement of any third-party rights.

13. Disclaimers

The Platform does not provide medical advice. Lactation consultations are educational and supportive in nature. Always consult a qualified healthcare provider for medical concerns. The Platform is provided “as is” without warranties of any kind. We do not endorse any particular Consultant and make no guarantees regarding the quality, availability, or outcomes of any consultation.

14. Account Suspension and Termination

You may terminate your account at any time. We may suspend or terminate your account for violations of these Terms, fraudulent activity, safety concerns, or as required by law. Upon termination, your right to use the Platform ceases immediately. Provisions that by their nature should survive termination shall survive.

15. Modifications to Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated via email or Platform notification at least 30 days before taking effect. Continued use of the Platform after changes take effect constitutes acceptance.

16. Governing Law

These Terms are governed by the laws of the State of Colorado, without regard to conflict of law principles. Any legal proceedings shall be brought in the courts of Adams County, Colorado, or the United States District Court for the District of Colorado.

17. General Provisions

If any provision of these Terms is found unenforceable, the remaining provisions remain in full force. These Terms constitute the entire agreement between you and Latched Solutions LLC regarding the Platform. Our failure to enforce any right or provision does not constitute a waiver. You may not assign these Terms without our prior written consent.

18. Contact Information

For questions about these Terms, contact us at: