Pinnie Direct — Terms of Service

1. What Pinnie Direct Is

Pinnie Direct is a free text messaging service operated by Pinnie Health, Inc. (“Pinnie,” “we,” “us”). It helps older adults on Medicare navigate everyday healthcare questions by text message. You text us a question; we research it and text back a specific answer.

Pinnie Direct is not a medical provider and does not deliver medical care, diagnose conditions, or prescribe treatments. The information we provide is for general navigation and informational purposes only. It is not a substitute for professional medical advice, diagnosis, or treatment. Always consult a qualified healthcare provider for medical decisions.

2. Eligibility

Pinnie Direct is available to anyone in the United States. You must be at least 18 years old to use the service. A caregiver or family member may sign up on behalf of the person they are helping.

3. Cost

Pinnie Direct is free. We do not charge a fee to sign up or to text with us. Standard message and data rates from your wireless carrier may apply.

4. Text Messaging Consent

By signing up and sending your first text, you consent to receive text messages from Pinnie Direct at the phone number you provide. Messages may include responses to your questions, follow-up check-ins, and information about Pinnie Health services you may qualify for.

Message frequency varies based on your questions and interactions. You can stop receiving messages at any time by replying STOP. After you text STOP, we will send one confirmation message and no further texts unless you text us again. For help, reply HELP or contact us at hello@pinnie.com.

5. Information We Collect

We collect the following when you sign up:

• First and last name
• Date of birth
• State of residence
• A description of what you need help with
• Your phone number (from the text message you send)

During the course of our conversations, you may choose to share additional information such as your Medicare number, zip code, health conditions, or insurance details. We only ask for this information when it is needed to answer a specific question. We never ask for your Social Security number.

6. How We Use Your Information

We use your information to:

• Research and answer your healthcare navigation questions
• Follow up to see if a recommendation worked
• Check whether you may qualify for care advocacy services covered by Medicare at no cost to you
• Improve the quality and accuracy of our service

We do not sell your personal information. We do not share your information with advertisers. We may share information with healthcare providers when you ask us to connect you with a specific service or provider, and only with your knowledge.

7. Pinnie Health Care Advocacy

If you have Original Medicare Parts A and B, you may qualify for a dedicated care advocate through Pinnie Health at no cost to you. This is a separate service covered by Medicare. If we determine you may qualify, we will explain the program and ask if you would like to be connected. Enrollment is always optional and requires your explicit consent.

8. Accuracy and Limitations

We make every effort to provide accurate, up-to-date information based on publicly available data including CMS records, provider databases, and state program directories. However, we cannot guarantee that every answer is complete or current. Provider availability, coverage rules, and program details change. We recommend confirming details directly with providers, insurers, or programs before making decisions.

9. Privacy

Your privacy matters to us. Our full Privacy Policy describes in detail how we collect, use, store, and protect your personal information. By using Pinnie Direct, you agree to the terms of our Privacy Policy.

10. Changes to These Terms

We may update these terms from time to time. If we make material changes, we will notify you by text message before the changes take effect. Your continued use of Pinnie Direct after changes are posted constitutes acceptance of the updated terms.

11. Contact

If you have questions about these terms, contact us at hello@pinnie.com.