Terms and Conditions

For members, Community Health Workers, and visitors

Last updated: October 29, 2026

These Terms and Conditions (“Terms”) are an agreement between you and Compass CHW Corp, a Delaware corporation (“Compass,” “we,” or “us”). They govern your use of the Compass website at joincompasschw.com, the Compass mobile and web applications, and related services (together, the “Services”).

CHWS: PLEASE READ SECTION 18 CAREFULLY. IF YOU USE THE SERVICES AS A CHW, IT REQUIRES MOST DISPUTES BETWEEN YOU AND COMPASS TO BE RESOLVED BY BINDING INDIVIDUAL ARBITRATION, NOT IN COURT, AND IT WAIVES CLASS ACTIONS AND JURY TRIALS. YOU MAY OPT OUT OF ARBITRATION WITHIN 30 DAYS, AS SECTION 18 EXPLAINS. THE ARBITRATION REQUIREMENT DOES NOT APPLY TO MEMBERS OR VISITORS.

1. Agreeing to these Terms

You accept these Terms when you create an account, check a box or click a button that refers to them, or use the Services. If you do not agree, do not use the Services. Our Privacy Policy explains how we handle personal information and is part of these Terms.

If an organization or CHW entered your information and Compass created an account for you, these Terms apply to you once you sign in and accept them. Until then, Compass uses your information only as our Privacy Policy describes.

These Terms apply to members, Community Health Workers (“CHWs”), and visitors. Section 13 contains additional terms for CHWs. If you are a CHW and have signed a Professional Services Agreement or other CHW agreement with Compass, that agreement controls if it conflicts with these Terms. Organizations that use Compass, such as food banks and pantries, pharmacies, schools, and community organizations, are governed by the Compass CHW Organization Platform Terms instead of these Terms.

2. Compass is not emergency or medical care

If you have a medical or mental health 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 Services are not for emergencies, and messages sent through Compass may not be seen right away.

Compass arranges community health worker services through independent CHWs who contract with Compass, and provides a technology platform. Compass does not provide medical advice, diagnosis, or treatment. CHWs provide support, education, and help connecting to resources. They are not doctors, nurses, or therapists, and their support does not replace care from a licensed health care professional. Always talk to your doctor or other qualified provider about medical questions.

3. Eligibility and accounts

• You must be at least 18 years old to use the Services as a member or CHW. People under 18 cannot have a Compass account, but a partner organization may list them on its roster, as our Privacy Policy describes.

• The Services are intended for people in California.

• You must give accurate, current, and complete information, and keep it up to date.

• You are responsible for keeping your login credentials secure and for all activity under your account. Do not share your account. Tell us right away at legal@joincompasschw.com if you think someone has used your account without permission.

• You may not create an account for someone else unless you are legally authorized to act for them, such as a legal guardian or other authorized representative of an adult. CHWs and organizations may enter a person’s information only with that person’s permission.

4. Services for members

Compass helps members find and work with CHWs and connect with community organizations and resources. Compass does not charge members fees to use the Services. CHW services are a Medi-Cal benefit, and members never pay for them.

Whether a service is covered by Medi-Cal or your health plan is decided by Medi-Cal and your health plan, not by Compass. Compass does not guarantee that a CHW will be available, that a CHW will accept a request, that you are eligible for any program or benefit, or that any service will be covered.

When you sign up, you choose whether to let Compass bill your health plan for CHW services. If you say no, Compass does not send claims for your sessions to your health plan. You can change your choice at any time.

Compass matches you with one CHW. You can ask to change your CHW at any time by contacting us, and you can stop using the Services at any time.

5. Organizations and other users are independent

Organizations that use Compass are independent of Compass. Compass is not responsible for the services, programs, events, or conduct of any organization or other user. You are responsible for deciding whether to follow any suggestion or use any resource.

If you have a concern about a CHW, an organization, or another user, please tell us at legal@joincompasschw.com so we can look into it.

6. Messages, calls, and notifications

Compass, and CHWs and organizations through Compass, may contact you about the Services by email, push notification, in-app message, or phone call, including appointment reminders, messages from your CHW, account and security notices, and changes to these Terms. Compass sends text messages only if you agree, as described below. Compass does not send marketing text messages.

Text messages from Compass CHW. If you check the optional text-message box when you sign up or confirm your phone number, or tell your CHW you agree and then reply YES, Compass CHW will text you sign-in codes, visit confirmations and reminders, and alerts that you have a new message in the Compass app. Texts do not include the content of your CHW’s messages or other health details. Agreeing to receive texts is optional and is not a condition of receiving services. Message frequency varies. Message and data rates may apply. Reply STOP, UNSUBSCRIBE, or CANCEL at any time to stop text messages, and YES or START to sign up again. Reply HELP for help, or email support@joincompasschw.com. Mobile carriers are not liable for delayed or undelivered messages. After you opt out, you can still use Compass through the app and email. Calls and texts between members and CHWs go through a shared Compass phone number, so members never see a CHW’s personal phone number. Our Privacy Policy explains how we handle your mobile information.

7. Recordings and AI tools

Sessions and calls are recorded only with the consent of everyone taking part. You agree not to record any session, call, or message on the Services without the consent of everyone involved. If you leave a voicemail for your CHW, it is stored so your CHW can listen to it.

With a member’s agreement, Compass may use AI tools to transcribe a recorded session, show live captions during a visit, and draft a summary and suggested follow-up items for the CHW to review. AI-generated content can contain errors. A CHW reviews each draft before it becomes part of a record, and you should not rely on AI-generated content as medical advice.

8. Acceptable use

You agree not to:

• Break any law, or use the Services for fraud, including submitting false information for a Medi-Cal claim or reporting a service that did not happen.

• Give false information, impersonate anyone, or misrepresent your identity, credentials, or authority.

• Harass, threaten, discriminate against, or abuse any person.

• Share another person’s health or personal information without the right to do so.

• Upload viruses or harmful code, or interfere with the Services.

• Probe, scan, or test the security of the Services, or get around any access control, rate limit, or phone-number masking.

• Scrape, copy, or collect data from the Services by automated means, or use the Services to build a competing product.

• Resell, rent, or give others access to the Services or your account.

• Use the Services for advertising, soliciting, or selling to other users.

9. Your content

You keep ownership of the messages, documents, and other content you submit through the Services (“Your Content”). You give Compass a non-exclusive, royalty-free license to host, store, process, transmit, and display Your Content only as needed to provide and improve the Services, to comply with law, and as described in our Privacy Policy.

You are responsible for Your Content and confirm that you have the right to submit it. We may remove content that violates these Terms or the law. If you send us suggestions or feedback, we may use them without any obligation to you.

10. Compass’s intellectual property

Compass owns the Services, including the software, design, text, graphics, and trademarks. Subject to these Terms, Compass gives you a limited, personal, non-exclusive, non-transferable, revocable license to use the Services for their intended purpose. You may not copy, modify, distribute, sell, reverse engineer, or create derivative works from the Services, except as the law allows.

11. Third-party services and links

The Services may link to or work with websites, resources, and services that Compass does not own or control. Compass is not responsible for them, and your use of them is at your own risk and subject to their own terms.

12. Changes to the Services

We may change, add, or stop offering any part of the Services at any time. We will try to give reasonable notice of changes that significantly affect you.

13. Additional terms for CHWs

If you use Compass as a CHW, these additional terms apply. If you have signed a Professional Services Agreement or other CHW agreement with Compass, that agreement controls if it conflicts with these Terms, including on your status, payment, insurance, and responsibility for claims.

• Your status. Your relationship with Compass, including whether you work as an independent contractor or an employee, is set by your CHW agreement. Nothing in these Terms makes you a partner or agent of Compass, and you may not bind Compass.

• Qualifications. You will meet and maintain every certification, training, Medi-Cal enrollment, and other requirement that applies to the services you provide, and will give Compass accurate information to verify them. You will tell Compass immediately if any of them lapses or changes, or if you are excluded or suspended from Medicare, Medi-Cal, or any other government health care program.

• Background checks. Compass runs a background check only after giving you a separate written disclosure and getting your written authorization.

• Following the law. You will comply with all laws that apply to your services, including HIPAA and California privacy law, Medi-Cal rules, limits on the services a CHW may provide, and the policies of Compass and its billing partner. You will protect members’ information, use it only to provide services, and keep conversations and records on the Services.

• Documentation. You will document only services you actually provided, accurately and on time. Compass relies on your documentation to submit claims.

• Payment. Compass’s billing partner, Pear Suite, submits claims for eligible documented services. Compass pays you as stated in your CHW agreement, after the health plan pays for the service. Compass may hold, adjust, or recover a payment for a service that is not documented, is denied, is later recouped by Medi-Cal or a health plan, or was not provided as documented. Compass does not guarantee any amount of work, referrals, or income.

• Taxes and insurance. Taxes and insurance are handled as your CHW agreement states. Compass may issue tax forms as required by law.

• Conduct. You will treat members with respect, keep professional boundaries, and not ask members for money, gifts, or personal contact details outside the Services.

• Honest documentation. You are responsible for documenting your services honestly and accurately. Responsibility for claims arising from your services is handled as your CHW agreement states.

• Deactivation. Compass may suspend or deactivate a CHW account under Section 14, including if your qualifications lapse, if documentation is inaccurate, or if a member’s safety may be at risk.

14. Suspension and termination

You may stop using the Services and close your account at any time. Compass may suspend or end your access to the Services, without liability, if you violate these Terms, if your account information cannot be verified, if your use creates a risk to other users or to Compass, or if the law requires it. When your account ends, Sections 9 through 11 and 15 through 20 continue to apply. Information we keep after your account ends is handled as our Privacy Policy describes.

15. Disclaimers

TO THE MAXIMUM EXTENT THE LAW ALLOWS, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. COMPASS DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE; THAT ANY INFORMATION, RESOURCE, OR AI-GENERATED CONTENT IS ACCURATE OR COMPLETE; OR THAT ANY CHW, ORGANIZATION, SERVICE, REFERRAL, BENEFIT, OR CLAIM WILL BE AVAILABLE OR SUCCESSFUL. COMPASS IS NOT RESPONSIBLE FOR THE CONDUCT OF ANY ORGANIZATION OR OTHER USER.

16. Limitation of liability

TO THE MAXIMUM EXTENT THE LAW ALLOWS, COMPASS AND ITS OFFICERS, DIRECTORS, SHAREHOLDERS, EMPLOYEES, CONTRACTORS, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES, HOWEVER CAUSED, EVEN IF ADVISED OF THE POSSIBILITY.

TO THE MAXIMUM EXTENT THE LAW ALLOWS, COMPASS’S TOTAL LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES IS LIMITED TO THE GREATER OF (A) THE AMOUNT YOU PAID COMPASS IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM OR (B) ONE HUNDRED DOLLARS (US $100).

Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for fraud, for willful injury, or for violation of law where California Civil Code § 1668 prohibits a limitation.

17. Indemnity

To the extent the law allows, you will defend, indemnify, and hold harmless Compass and its officers, directors, shareholders, employees, contractors, and agents from third-party claims, and related losses, damages, fines, penalties, and reasonable attorneys’ fees, arising from your intentional violation of these Terms, Your Content, or your intentional violation of law or of anyone’s rights.

18. Dispute resolution and arbitration

Try to resolve it first. Before starting arbitration or a court case, you and Compass agree to try to resolve any dispute informally. Send a written notice describing the dispute and the relief you want to legal@joincompasschw.com, or Compass will send one to the contact information on your account. If the dispute is not resolved within 60 days after the notice is received, either party may start arbitration.

Agreement to arbitrate. The rest of this Section 18 applies only if you use the Services as a CHW and your CHW agreement does not say otherwise. If you are a member or visitor, you and Compass may bring claims in any court with jurisdiction, including small claims court, under Section 19. Except as stated below, if you are a CHW, you and Compass agree that any dispute, claim, or controversy arising out of or relating to these Terms or the Services, including whether a claim must be arbitrated, will be resolved by binding individual arbitration under the Federal Arbitration Act. The arbitration will be administered by a neutral arbitration provider under its rules for consumer disputes, before a single arbitrator, and may be held by video or phone or in the county where you live. For claims of $10,000 or less, you may choose to have the arbitration decided on written submissions alone.

Costs. For claims you bring as a consumer, Compass will pay all arbitration filing, administration, and arbitrator fees beyond the amount you would pay to file a case in court, and will pay them on time as California law requires. Each party pays its own attorneys’ fees unless the arbitrator awards them under applicable law.

Exceptions. Either party may bring an individual claim in small claims court if it qualifies. Either party may ask a court for an order to stop infringement or misuse of intellectual property. Nothing in this Section prevents you from bringing an issue to the attention of a government agency.

Class action and jury trial waiver. YOU AND COMPASS AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN AN INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY CLASS, COLLECTIVE, OR REPRESENTATIVE PROCEEDING. YOU AND COMPASS WAIVE THE RIGHT TO A JURY TRIAL. The arbitrator may award relief only to the individual party seeking it and only as needed for that party’s individual claim.

Public injunctive relief. This Section does not waive any right to seek public injunctive relief that cannot be waived under California law. A request for public injunctive relief will be decided by a court in Los Angeles County, California, after the individual claims are arbitrated, and the court case will be stayed until then. Any representative claim that the law does not allow to be waived will also be stayed until the individual claims are arbitrated.

If part of this Section is unenforceable. If the class action waiver is found unenforceable for a claim, that claim will be decided by a court, not by class arbitration. If any other part of this Section is found unenforceable, the rest remains in effect.

Your right to opt out. You may opt out of this agreement to arbitrate by emailing legal@joincompasschw.com within 30 days after you first accept these Terms, with your name, the email or phone number on your account, and a clear statement that you opt out of arbitration. Opting out does not affect any other part of these Terms.

19. Governing law and venue

California law governs these Terms, without regard to conflict-of-law rules, except that the Federal Arbitration Act governs Section 18. Any dispute that is not arbitrated will be decided only in the state or federal courts located in Los Angeles County, California, and you and Compass consent to personal jurisdiction there.

20. General terms

• Changes to these Terms. We may update these Terms. We will post the updated Terms with a new “Last updated” date and, for material changes, notify you through the Services or by email at least 30 days before they take effect. If you keep using the Services after the changes take effect, you accept them. Changes to Section 18 will not apply to a dispute that you or Compass gave notice of before the change.

• Entire agreement. These Terms, together with our Privacy Policy, any additional terms you accept for specific features, and, for CHWs, your CHW agreement, are the entire agreement between you and Compass about the Services.

• Assignment. You may not transfer these Terms without Compass’s written consent. Compass may transfer them to an affiliate or to a successor in a merger, acquisition, or sale of assets.

• Severability and waiver. If any part of these Terms is unenforceable, the rest remains in effect. A failure to enforce any part is not a waiver.

• Events beyond our control. Compass is not responsible for delays or failures caused by events beyond its reasonable control, including outages of hosting, telecommunications, or other providers, natural disasters, and government action.

• Electronic communications. You agree that notices, agreements, and other communications we provide electronically satisfy any legal requirement that they be in writing.

• No third-party beneficiaries. These Terms do not give rights to anyone other than you and Compass.

21. Contact us

Compass CHW Corp, 3701 Santa Rosalia Dr., Suite 1200, Los Angeles, CA 90008. Questions about these Terms: legal@joincompasschw.com. Privacy questions: privacy@joincompasschw.com.