Pacify Terms & Conditions
Terms and Conditions
These Terms and Conditions (“Terms and Conditions”) form a legal agreement between Pacify Health, LLC (“Pacify” “we” ,“us” and “our”) and you, the individual (“the Client,” “Member,” “you” and “your”) concerning our provision of and your receipt and use of our doula and lactation services, your access to and use of services through the Pacify Application (together, the “Services”), and your access to and use of the Pacify Website (as defined below) and the various services offered through the Website. Use of the Services or the Website constitutes your acceptance of these Terms and Conditions and our Privacy Policy. We may update these Terms and Conditions from time to time, so please review the Effective Date at the top of the page.
Definitions
For the purposes of these Terms and Conditions:
- “Providers” refers to doulas and/or lactation consultants.
- “Client” and “Member” are used interchangeably and refer to any individual who engages with Pacify services.
- Application refers to the Pacify mobile application.
Description of Application and Services
Pacify makes certain maternal and pediatric health information available to you and/or facilitates your access to Pacify Providers (as defined below) through the Pacify Application (defined below), through in-person labor and delivery and/or postpartum scheduling features that are available for a limited number of direct subscribers, and our Websites (defined below).
The term “Website(s)” includes, but is not limited to, the following URLS and social media accounts owned and maintained by Pacify and their associated subpages and information. For the purposes of Pacify’s services, the Website also includes any and all HIPAA compliant software used for intake, scheduling, care coordination and communication:
- pacify.com
- facebook.com/pacifyapp
- instagram.com/pacifyapp/
- vimeo.com/pacifyapp
- twitter.com/pacifyapp
- linkedin.com/company/pacify
- pinterest.com/PacifyApp/_saved/
Services
Through the Application, Pacify provides the following services (the “Services”):
- Access to virtual/remote/mobile evidence-based information
- Support and consultation services from doulas, lactation consultants, nurses and other maternal and pediatric health care professionals as determined by Pacify (collectively, “Pacify Providers”).
These Providers may be independent contractors or may be employed by Pacify.
Pacify facilitates access to online counseling, virtual consultation services, and in specific circumstances, in-person labor and delivery support, all provided by Pacify Providers. The Services DO NOT include the provision of medical care or other professional services by Pacify or its employees. While the Services may provide access to certain general health information, and also may provide messaging functionality to contact Pacify Providers, the Services do not and are not intended to provide medical advice.
The Services are intended to provide you with information and support to facilitate your communications with your healthcare team. We advise and support you, but it is your responsibility to seek the advice of a physician or other qualified healthcare provider with any questions regarding the health or medical conditions of you and/or your child. Never disregard, avoid, or delay in obtaining medical advice from your doctor or other qualified healthcare providers because of information received from a Pacify Provider or seen on the Application or the website.
If you have or suspect that you have a medical problem or condition, please contact a qualified healthcare professional immediately. Likewise, if your child has or you suspect that your child has a medical problem or condition, please contact a qualified healthcare professional immediately.
Pacify is not a platform for unassisted home births or emergency births happening out-of-hospital or on the way to a birth center, without the presence of a licensed birth professional. In the event of a precipitous labor or birth, you must call 9-1-1 and seek local emergency medical care. Pacify providers are not a replacement for a licensed midwife or physician who can provide primary healthcare services during pregnancy, labor or birth.
To the extent that general health recommendations are provided to you by a Pacify Provider through the Services, such health recommendations are for informational, educational and supportive purposes only and do not constitute medical care or professional advice requiring licensure. This information is not provided by Pacify, but is provided by the Pacify Provider(s).
Telehealth Care
Telehealth Services involve the delivery of care using electronic communications, information technology or other means to connect a health care provider and patient who are not in the same location. In order to receive Telehealth Services, you are required to agree to this informed consent to Telehealth Services. Make sure that you read the informed consent carefully and ask any questions that you may have. You are not required to consent to Telehealth Services. However, if you choose not to consent, you will be unable to obtain Services through telehealth.
Care Services Agreement
Effective date: 1/16/2025
Last updated: 1/16/2025
The Benefits of the Services
There are benefits to the use of the Services, including:
- Decreasing anxiety associated with labor and delivery; increasing confidence
- Improving communication with healthcare providers
- Advocating for your wishes and supporting communication around your birth preferences
- Providing continuous emotional support and reassurance during labor and postpartum
- Helping you make informed decisions based on evidence
- Reducing risks of serious health complications
- Supporting improved birth outcomes, including lower likelihood of cesarean birth, shorter average labor duration, and decreased use of pain medication.
- When in-person labor/birth support is possible: offering hands-on comfort measures such as massage, positioning techniques and breathing exercises, which can reduce pain and stress
- During infant feeding: identifying and avoiding potential breastfeeding challenges, and assisting with weaning and return to work or school
The Risks of the Services
The Services are generally low risk; however, there is risk that clients may misunderstand the nature of the Services and improperly rely on the Services. Doulas are not licensed healthcare providers, so they cannot give you medical advice, provide medical treatment or intervene in an emergency.
While the use of Doula Services can provide benefits for you, there are also risks associated with the use of doula services during labor and birth. These risks include but are not limited to the following:
- Despite best efforts, there may be a mismatch in communication styles, preferences or approaches, which could lead to dissatisfaction and stress.
- Comfort measures may carry a risk of discomfort or minimal injury if not performed with proper technique.
- In-person support carries a potential risk of transmission of illnesses, including COVID-19, particularly if precautions are not adequately followed.
- The intensity of birth and postpartum experiences can make some individuals more emotionally vulnerable, and there’s a small risk of misunderstanding or feeling overwhelmed by the doula’s presence.
- In rare cases, a doula may be delayed or unable to attend the birth due to unforeseen circumstances, leaving the client without the anticipated support.
Alternatives
There are other alternatives for support during pregnancy, birthing and postpartum. Talk to your healthcare provider about these alternatives.
Scope of Services
Pacify doulas will:
- Offer help and advice on physical, mental, and emotional comfort measures and non-medical techniques.
- Adhere to patient confidentiality and privacy.
- Aid the Client and their family in the understanding of medical procedures and treatments by encouraging and supporting communication between the family and care provider.
- Find resources necessary to make informed decisions, and remind the Client if there is a departure from the Client’s plan.
Pacify doulas will not:
- Perform clinical tasks, such as, but not limited to, blood pressure or fetal heart rate checks, vaginal exams, etc.
- Administer medications, including both pharmaceutical and homeopathic, to the Client or the Client’s family.
- Make decisions for the Client, or project personal values and goals onto the Client.
- Interfere with medical treatment, especially in the event of an emergency situation.
- Provide transportation for the Client, the Client’s child(ren), or any family member.
Availability and Communication
- Virtual doula appointments: Doulas are available for virtual appointments to address Client questions and concerns.
- Operating Hours: Doula services are available Monday through Friday, from 9:00 AM to 5:00 PM (Eastern Time).
- Chat Response Time: Doulas will respond to Client messages within 48 hours Monday through Friday from 9:00 AM to 5:00 PM (Eastern Time).
Emergency and Non-emergency Situations
- In case of an emergency, Clients or support person should:
- Call 9-1-1 or contact their obstetrician (OB), midwife or pediatrician.
- For non-emergency situations:
- Clients should contact their assigned doula through the text chat function.
- Limitations: The chat function is not designed for emergency situations. Doulas will respond to Client messages within 48 hours Monday through Friday from 9:00 AM to 5:00 PM (Eastern Time).
During Labor
Pacify recommends regular communication with the doula, so that the doula can help the Client navigate the Client’s early and active labor. A good benchmark is to call the doula during or immediately after each contact with the Client’s medical provider (midwife or OB), to keep the doula up-to-date on evolving circumstances. Following initial contact, the doula can answer questions and offer support via the Application, and decide with you whether you need immediate support or wish to await further change.
In labor, Pacify suggests that you call your doula when you think you are in labor, even if you do not yet need the doula's support at that exact moment. Text-based communication can be unreliable, and Pacify cannot be held accountable or liable for any harm resulting from missed text-based communication.
- Clients are required to maintain close communication with their assigned doula about when their due date is, with any updates, and upon the onset of labor.
- Clients must inform their doula when preparing to depart for the hospital or birthing center.
- Your failure to maintain adequate communication may impact the doula’s ability to provide timely support.
- Contact [email protected] if additional assistance is required.
Communication Requirements
- The Client must notify their assigned doula to attend the delivery. For the purposes of these terms and conditions, “delivery” includes but is not limited to:
- Vaginal birth
- Vaginal birth after Cesarean section (C-section)
- Cesarean section (planned or emergency)
- Induced labor (elective or medically necessary)
- Failure of Client to Notify Doula
- If the Client fails to notify their assigned doula within two hours of the beginning of perceived labor, the doula may be unable to attend the birth.
- In such cases, the Client forfeits their right to in-person labor support.
- Unable to Reach Doula
- If the Client is unable to reach their assigned doula via text or phone call when labor begins:
- The Client should attempt to contact the backup doula (if one has been assigned) or the Pacify Care Coordinator.
- In the event that a doula is unreachable, and services cannot be provided as scheduled, Pacify may, at its sole discretion, offer a partial refund or credit of the unused portion of the services. Note: Partial refund or credit is subject to limited subscribers.
- If the Client is unable to reach their assigned doula via text or phone call when labor begins:
- Doula Unable to Attend Birth
- If the doula cannot attend the birth, the doula will activate backup doula support, subject to availability.
- If no backup doula is available, the Client may need to proceed without in-person doula support.
- If doula support is not provided due to limitations on the part of Pacify or the assigned doula, Pacify will, at its sole discretion, offer a partial refund for the unused services.
In-Person Labor & Delivery Doula Care
In-person labor and delivery doula care is limited to specific subscribers and is only available for labor and delivery. In order to receive in-person Services, you must purchase services directly, or participate with a healthcare plan or employer-based plan that covers in-person birth support.
In addition to the Doula Services Terms and Conditions above, Clients receiving In-person Labor and Delivery Doula Services agree to be bound by the following terms:
- Your doula usually needs approximately one to two hours to get to you from the time you ask them to come; this one- to two-hour window begins when the Client explicitly requests that the doula join them in labor.
- Due to the unpredictable nature of travel in certain regions, Pacify cannot guarantee to the Client that the doula will arrive by a set time. The doula will make every reasonable effort to get to the Client within two hours.
- The doula may provide virtual support while you remain at home, but can only provide in-person support once you have arrived at your planned birth place: either a hospital or birth center. Pacify Doulas do not provide support at home births.
- From the first time you contact your birth doula by phone to inform the doula that they may be in labor, the doula will provide continuous support* throughout the Client’s labor and birth. This support may take several forms: the doula may coach the Client via the Application (normally in early labor), may be physically present (normally in active labor), or may provide hybrid support to best meet your needs.
- The Doula cannot come to you in labor until you explicitly ask the Doula to join you. Please be sure to inform the doula — by telephone — when you are ready for the doula to physically accompany you. When in active labor, Pacify recommends that the Client call the doula when the Client is ready for immediate support, as text messages are too easily missed.
* A note on continuous support: Pacify recognizes and respects the Client’s right to privacy. With the Client’s agreement, the doula may step out at appropriate times while the Client is in labor, or while supporting the Client during the postpartum period. Breaks are understood to be a necessary part of the doula’s work hours. As such, “continuous” does not equate to immediate or constant. Even if not physically present, the doula remains available via phone or text. If the doula has been physically present with the Client, at any location(s), for more than 15 hours, Pacify may rely on a backup doula to provide ongoing support (if needed) while the primary doula takes a break. At no time will the primary doula leave the Client without prior discussion with the Client.
In-Person Postpartum Doula Care
In-person postpartum doula care is limited to specific subscribers. In order to receive in-person Services, you must purchase services directly or participate with specific employer-based plans. Healthcare plans generally do not cover in-person postpartum doula services.
In addition to the Doula Services terms and conditions above, Clients receiving In-person Postpartum Doula Services agree to be bound by the following terms:
- In the postpartum period, Pacify relies on the Client to manage your own scheduling needs and preferences through the Application, and Pacify requires 24 hours’ notice of any schedule changes to avoid charges for a late cancellation. Pacify will accommodate only two schedule changes per appointment per Client.
- Your failure to maintain adequate communication may impact the doula’s ability to provide timely in-person support.
- Contact [email protected] if additional assistance is required.
In-Person Care Health Provisions
Because Pacify has an obligation to protect the health and well being of all its clients and to avoid the spread of contagious illnesses, Pacify retains the right to deny or reschedule services if the Client or a member of the Client’s family is ill. Pacify Providers cannot be physically present with the Client until the Client and their family member(s) have been well for 24 hours. Pacify Providers may transition to virtual doula services and refer the Client to nursing services for more appropriate in-person care in the interim.
Doula Mentorship Program
As part of Pacify’s quality control efforts, and to ensure consistency in your experiences with Pacify providers, senior doulas regularly encourage junior doulas to “shadow” them at births and sometimes at regularly scheduled client appointments. Sometimes, senior doulas may also shadow junior doulas to provide helpful oversight and feedback. This mentorship program allows junior doulas to gain experience and knowledge, and provides support to our senior doulas (especially significant at longer births). Client feedback has been very positive; former clients have enjoyed the helpful presence and support of an additional doula. There is no additional cost to the client for the presence of a mentee doula, and not all circumstances will permit the presence of a mentee doula. You are free to opt out of the presence of a mentee doula, and may communicate your preference directly to your Pacify doula.
Acceptance of Terms
By continuing, you are accepting and acknowledging your agreement to the additional terms below and confirm that it is your intent that your electronic acceptance be given the same authority as a hand-written signature. This agreement does not expire unless the patient or a legal representative cancels it in writing.
CONTACT INFORMATION
Compliance Officer Address: 1700 N Moore St, Suite 1210, Arlington, VA 22209
Telephone: (703) 914-3191
Email: [email protected]