Terms of Use

Last Updated: July 1, 2026

These Terms of Use (“Terms”) govern access to and use of the TeleTrace website, provider-facing platform, agency administrative portal, applications, integrations, and related services.

TeleTrace is operated by TeleTrace (“TeleTrace,” “we,” “us,” or “our”).

In these Terms, the TeleTrace website, platform, portals, applications, integrations, software, and related services are collectively referred to as the “Services.”

By accessing or using the Services, you agree to these Terms and acknowledge our Privacy Policy. If you do not agree to these Terms, you may not access or use the Services.

1. About TeleTrace

TeleTrace is a visit-verification and service-compliance platform designed for community-based service agencies and their authorized providers.

Community-based providers may use TeleTrace to record and verify information about community-based services, including:

  • The identity of the provider;

  • The identity or authorized identifier of the service recipient;

  • The type and date of service;

  • The recorded service start time;

  • The recorded service end time;

  • The location of the provider’s device when the service begins;

  • The location of the provider’s device when the service ends;

  • The duration of the service;

  • Provider attestations or confirmations;

  • Visit exceptions or discrepancies; and

  • Other information required by the applicable agency.

Visit-verification information is transmitted to the administrative portal associated with the agency responsible for the service. Authorized agency users may review this information for compliance, quality assurance, documentation review, billing validation, supervision, auditing, and other authorized operational purposes.

TeleTrace is a technology platform. TeleTrace does not provide healthcare, clinical, legal, billing, employment, or compliance advice.

2. Eligibility

You may use the Services only if:

  • You are at least 18 years old;

  • You have the legal capacity to agree to these Terms;

  • You are authorized by an agency or TeleTrace to use the Services;

  • Your use is permitted under applicable law;

  • You provide accurate account information; and

  • You comply with these Terms and applicable agency policies.

The Services are intended for authorized agencies, community-based providers, administrators, supervisors, compliance personnel, and other approved users located in the United States.

The Services are not intended for independent use by children or by members of the general public seeking healthcare services.

3. Agency Agreements

An agency may enter into a separate subscription agreement, software services agreement, order form, Business Associate Agreement, data-processing agreement, or other contract with TeleTrace.

If an agency agreement conflicts with these Terms, the agency agreement will control with respect to the agency and its authorized users to the extent of the conflict.

These Terms do not replace any separate agreement between TeleTrace and an agency.

The agency is responsible for:

  • Determining which providers and administrative users may access TeleTrace;

  • Assigning appropriate roles and permissions;

  • Determining which services require visit verification;

  • Providing legally required notices to providers, workforce members, clients, or service recipients;

  • Establishing policies governing the agency’s use of TeleTrace data;

  • Ensuring that its use of TeleTrace complies with applicable law;

  • Reviewing visit-verification records;

  • Investigating discrepancies;

  • Determining whether documentation is sufficient;

  • Making billing, employment, contracting, compliance, and operational decisions; and

  • Removing access when a user is no longer authorized.

4. User Accounts

Certain Services require an authorized account.

You agree to:

  • Provide accurate, current, and complete account information;

  • Maintain the accuracy of your account information;

  • Use only the account assigned to you;

  • Keep your username, password, access code, and other credentials confidential;

  • Not share your account with another person;

  • Not allow another person to document or verify services through your account;

  • Use reasonable security measures to protect your device;

  • Promptly notify TeleTrace or your agency of suspected unauthorized access; and

  • Log out or otherwise secure your account when it is not in use.

You are responsible for activity performed through your account to the extent permitted by law.

TeleTrace may rely on actions completed through an authenticated account as having been performed by the authorized account holder unless TeleTrace has been notified of unauthorized use.

5. Authorized Use

You may use TeleTrace only:

  • For legitimate agency-authorized purposes;

  • To document services that you personally provided or are authorized to document;

  • In accordance with applicable agency policies;

  • In accordance with applicable healthcare, billing, privacy, security, and documentation requirements;

  • In accordance with these Terms; and

  • In a manner that does not interfere with the operation or security of the Services.

Access to TeleTrace does not authorize you to access information beyond the permissions assigned to your account.

6. Visit Verification

When using TeleTrace to verify a community-based service, you agree that:

  • You will start and end a service only when authorized to do so;

  • You will not record a service that did not occur;

  • You will not allow another person to start or end a service on your behalf;

  • You will not start or end a service on behalf of another provider;

  • The information you submit will be accurate to the best of your knowledge;

  • You will not intentionally alter, conceal, or misrepresent the time or location of a service;

  • You will provide accurate explanations for exceptions or discrepancies;

  • You will follow the applicable agency’s documentation requirements; and

  • You will promptly report technical issues that affect visit verification.

TeleTrace may record the date, time, location, device information, account information, and other audit information associated with a service-start or service-end action.

7. Location Verification

When location access is enabled, TeleTrace may collect the geographic location of your device when you:

  • Start a community-based service; and

  • End a community-based service.

TeleTrace does not continuously track your location throughout the service.

By using a location-enabled visit-verification function, you acknowledge that:

  • Your device or browser may request permission to access location information;

  • The location of your device may be recorded at the beginning and end of the service;

  • The recorded location may be transmitted to the authorized agency’s administrative portal;

  • Authorized agency users may compare the recorded location with the documented service location;

  • Location accuracy may vary based on your device, browser, network, permissions, and surroundings; and

  • Disabling location permissions may prevent you from completing visit verification.

You may not manipulate or attempt to manipulate location information through methods including:

  • GPS spoofing;

  • Location-masking software;

  • Virtual or simulated location tools;

  • Remote device access;

  • Unauthorized virtual private networks used to misrepresent location;

  • Device alteration;

  • Browser manipulation;

  • Sharing a device or account to falsify presence; or

  • Any other method intended to misrepresent where a service occurred.

Suspected location manipulation may be documented and reported to the authorized agency.

8. Provider Attestations

TeleTrace may require you to make an electronic attestation, certification, acknowledgment, or confirmation regarding a service.

By submitting an attestation, you represent that:

  • You are the individual identified by the account;

  • You personally performed or are authorized to document the applicable service;

  • The submitted information is accurate to the best of your knowledge;

  • You understand that the agency may rely on the information for compliance, documentation, auditing, and billing review; and

  • You understand that inaccurate or misleading information may be referred to the agency for review.

Electronic attestations completed through TeleTrace may be maintained as part of the visit-verification audit record.

9. Agency Review and Decisions

TeleTrace provides visit-verification information to authorized agency users.

The agency—not TeleTrace—is responsible for determining:

  • Whether a service was properly delivered;

  • Whether documentation is complete;

  • Whether a service complies with agency policy;

  • Whether a service meets payer requirements;

  • Whether a claim should be submitted;

  • Whether a claim is payable;

  • Whether a provider should be paid;

  • Whether corrective action is appropriate;

  • Whether an internal investigation is required;

  • Whether a record should be amended; and

  • Whether employment, contracting, disciplinary, or credentialing action is appropriate.

TeleTrace does not make final decisions regarding:

  • Medical necessity;

  • Service authorization;

  • Clinical appropriateness;

  • Provider performance;

  • Employment status;

  • Contractor status;

  • Payroll;

  • Claim submission;

  • Claim payment;

  • Regulatory compliance; or

  • Disciplinary action.

Any concerns about an agency’s decision should be directed to that agency.

10. No Guarantee of Compliance or Payment

TeleTrace is intended to support visit verification and compliance review. It does not guarantee that:

  • A service complies with federal, state, payer, or program requirements;

  • Documentation is complete or legally sufficient;

  • A claim will be accepted or paid;

  • A payer will recognize the verified time or location;

  • An agency will approve a service;

  • A provider will receive payment;

  • A service will pass an audit;

  • A discrepancy will be resolved in a provider’s favor; or

  • Use of TeleTrace alone will satisfy all applicable electronic visit-verification requirements.

Agencies and providers remain responsible for understanding and complying with the requirements applicable to their services.

11. No Medical or Emergency Services

TeleTrace does not provide:

  • Medical advice;

  • Behavioral health advice;

  • Diagnosis;

  • Treatment;

  • Crisis intervention;

  • Emergency response;

  • Clinical decision-making;

  • Care coordination; or

  • A substitute for professional healthcare judgment.

TeleTrace is not an emergency communication system and should not be used to request emergency assistance.

In an emergency, call 911 or the appropriate local emergency service.

12. Acceptable Use

You may not:

  • Use TeleTrace for an unlawful, fraudulent, deceptive, or unauthorized purpose;

  • Submit false, misleading, fabricated, or altered information;

  • Document a service that did not occur;

  • Misrepresent the time, location, duration, recipient, or provider of a service;

  • Share accounts or credentials;

  • Access another user’s account without authorization;

  • Attempt to bypass account, role, or permission controls;

  • Access client, provider, or agency information without authorization;

  • Upload malware, viruses, ransomware, or harmful code;

  • Probe, scan, or test the vulnerability of the Services without written authorization;

  • Interfere with the availability or operation of the Services;

  • Attempt to gain unauthorized access to systems, databases, accounts, or networks;

  • Reverse engineer, decompile, disassemble, or attempt to derive the source code of the Services, except where prohibited by law;

  • Copy, reproduce, modify, distribute, sell, lease, sublicense, or commercially exploit the Services without authorization;

  • Use automated tools, bots, scrapers, or scripts to access the Services without written authorization;

  • Remove copyright, trademark, confidentiality, or proprietary notices;

  • Use TeleTrace to harass, threaten, discriminate against, or harm another person;

  • Upload information that you are not authorized to submit;

  • Use TeleTrace in violation of privacy, healthcare, employment, billing, or other applicable laws;

  • Circumvent a suspension or access restriction; or

  • Assist another person in engaging in prohibited activity.

13. Information Submitted Through TeleTrace

You or the applicable agency retain any ownership rights you may have in information submitted through the Services.

You grant TeleTrace a limited right to host, store, process, transmit, reproduce, display, and otherwise use submitted information as necessary to:

  • Provide the Services;

  • Make information available to authorized agency users;

  • Support visit verification;

  • Maintain security and audit records;

  • Provide technical support;

  • Fulfill agency instructions;

  • Comply with applicable agreements; and

  • Comply with legal obligations.

You represent that you are authorized to submit the information you enter into TeleTrace.

You may not submit information that:

  • You obtained unlawfully;

  • You are prohibited from disclosing;

  • Violates another person’s privacy rights;

  • Infringes intellectual property rights;

  • Contains malicious code; or

  • Is unrelated to an authorized TeleTrace function.

14. Protected Health Information

TeleTrace may process protected health information on behalf of healthcare or community-based service agencies.

When TeleTrace acts as a business associate, its use and disclosure of protected health information is governed by the applicable Business Associate Agreement and applicable law.

These Terms do not authorize any use or disclosure of protected health information that is prohibited by an applicable Business Associate Agreement or law.

Users must:

  • Access protected health information only when authorized;

  • Use protected health information only for permitted purposes;

  • Avoid downloading or transmitting protected health information through unauthorized methods;

  • Protect screens and devices from unauthorized viewing;

  • Promptly report suspected privacy or security incidents; and

  • Follow applicable agency privacy and security policies.

Questions regarding a client’s health information or privacy rights should generally be directed to the agency responsible for that information.

15. Privacy

Our collection, use, and disclosure of personal information are described in the TeleTrace Privacy Policy.

By using the Services, you acknowledge the Privacy Policy.

The Privacy Policy is incorporated into these Terms by reference. If there is a conflict involving protected health information, the applicable Business Associate Agreement will control to the extent required by law.

16. Electronic Communications

By using TeleTrace, you agree that we may send you electronic communications related to:

  • Account creation;

  • Authentication;

  • Password resets;

  • Security alerts;

  • Service availability;

  • Visit-verification activity;

  • Support requests;

  • Agency invitations;

  • Changes to the Services;

  • Changes to these Terms or the Privacy Policy; and

  • Other administrative matters.

You are responsible for keeping your email address and other contact information current.

Administrative and security communications may be required to maintain your account and may not be optional.

17. Electronic Records and Signatures

Certain actions completed through TeleTrace may constitute electronic records or electronic signatures.

By selecting an acceptance box, submitting an attestation, confirming a visit, or taking another action identified as an electronic acknowledgment, you consent to the use of electronic records and signatures.

You agree that your electronic actions may have the same effect as a handwritten signature to the extent permitted by applicable law.

You are responsible for reviewing information before electronically confirming or submitting it.

18. Third-Party Services and Integrations

TeleTrace may connect with or depend on third-party services, including:

  • Electronic health records;

  • Scheduling platforms;

  • Billing platforms;

  • Mapping and location services;

  • Cloud-hosting providers;

  • Authentication providers;

  • Email or messaging services;

  • Agency information systems; and

  • Device or browser location services.

Third-party services are governed by their own terms, policies, availability, and security practices.

TeleTrace is not responsible for:

  • The accuracy of third-party information;

  • Changes made by a third-party provider;

  • Third-party service interruptions;

  • An agency’s configuration of an integration;

  • Unauthorized use of third-party credentials; or

  • The privacy or security practices of services not controlled by TeleTrace.

19. Intellectual Property

TeleTrace and its licensors own all rights, title, and interest in and to the Services, including:

  • Software;

  • Source code and object code;

  • Platform design;

  • Workflows;

  • Interfaces;

  • Graphics;

  • Logos;

  • Trademarks;

  • Documentation;

  • Reports and report formats;

  • Databases;

  • Technology;

  • Processes; and

  • Other proprietary materials.

Except for the limited right to use the Services under these Terms, no intellectual property rights are transferred to you.

“TeleTrace,” its logos, and related names and designs are trademarks or service marks of TeleTrace or its affiliates. You may not use them without prior written authorization.

20. Limited License

Subject to your compliance with these Terms, TeleTrace grants you a limited, revocable, non-exclusive, non-transferable, non-sublicensable right to access and use the Services solely for authorized agency purposes.

This license ends when:

  • Your agency removes your access;

  • Your account is disabled;

  • The applicable agency agreement ends;

  • TeleTrace suspends or terminates your access; or

  • These Terms are terminated.

21. Feedback

You may provide suggestions, ideas, comments, or other feedback regarding TeleTrace.

You grant TeleTrace the right to use, modify, reproduce, and incorporate feedback into the Services without restriction or compensation, provided that TeleTrace does not publicly identify you as the source without permission.

Do not submit confidential business information as feedback unless an appropriate confidentiality agreement applies.

22. Platform Availability

We seek to maintain reliable access to the Services, but we do not guarantee uninterrupted or error-free availability.

The Services may be unavailable because of:

  • Scheduled maintenance;

  • Emergency maintenance;

  • Software updates;

  • Third-party outages;

  • Internet or telecommunications failures;

  • Cybersecurity events;

  • Device incompatibility;

  • Events beyond our reasonable control; or

  • Other technical or operational issues.

Providers should follow their agency’s downtime or alternative documentation procedures when TeleTrace is unavailable.

An interruption does not eliminate the provider’s or agency’s responsibility to maintain required service documentation.

23. Updates and Changes to the Services

TeleTrace may add, remove, modify, suspend, or discontinue features at any time.

We may make changes to:

  • User interfaces;

  • Visit-verification workflows;

  • Location-verification methods;

  • Security controls;

  • Integrations;

  • Reports;

  • Technical requirements; and

  • Supported devices or browsers.

When practical, agencies may be notified of material changes through the platform, email, or other communication.

24. Account Suspension and Termination

TeleTrace or the applicable agency may suspend, restrict, or terminate your access if:

  • You violate these Terms;

  • You violate an agency policy;

  • Your authorization ends;

  • Your account presents a security risk;

  • Fraudulent or suspicious activity is detected;

  • You misuse visit-verification functions;

  • You attempt to manipulate time or location information;

  • You fail to protect your account credentials;

  • Continued access could harm TeleTrace, an agency, a client, or another person;

  • Suspension is required by law or government request; or

  • The applicable agency agreement ends.

Where appropriate, suspected misuse may be reported to the agency responsible for your account.

Termination does not require TeleTrace to delete records that must be retained under an agency agreement, Business Associate Agreement, audit requirement, legal obligation, or retention policy.

25. Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.”

TELETRACE DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING IMPLIED WARRANTIES OF:

  • MERCHANTABILITY;

  • FITNESS FOR A PARTICULAR PURPOSE;

  • TITLE;

  • NON-INFRINGEMENT;

  • ACCURACY;

  • RELIABILITY; AND

  • QUIET ENJOYMENT.

TELETRACE DOES NOT WARRANT THAT:

  • THE SERVICES WILL ALWAYS BE AVAILABLE;

  • THE SERVICES WILL BE ERROR-FREE;

  • ALL LOCATION INFORMATION WILL BE PRECISE;

  • ALL DEVICE INFORMATION WILL BE ACCURATE;

  • ALL DISCREPANCIES WILL BE IDENTIFIED;

  • ALL UNAUTHORIZED ACTIVITY WILL BE PREVENTED;

  • USE OF TELETRACE WILL SATISFY EVERY LEGAL, PAYER, OR REGULATORY REQUIREMENT;

  • A SERVICE WILL BE APPROVED OR PAID; OR

  • INFORMATION RECEIVED FROM AN AGENCY OR THIRD-PARTY SYSTEM WILL BE ACCURATE OR COMPLETE.

Some jurisdictions do not permit certain warranty exclusions, so some exclusions may not apply to you.

26. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, TELETRACE AND ITS OWNERS, AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, CONTRACTORS, LICENSORS, AND SERVICE PROVIDERS WILL NOT BE LIABLE FOR ANY:

  • INDIRECT;

  • INCIDENTAL;

  • SPECIAL;

  • EXEMPLARY;

  • PUNITIVE; OR

  • CONSEQUENTIAL DAMAGES;

INCLUDING LOSS OF PROFITS, REVENUE, DATA, BUSINESS OPPORTUNITY, GOODWILL, COMPENSATION, CLAIM PAYMENT, OR SERVICE REIMBURSEMENT ARISING FROM OR RELATED TO THE SERVICES.

TELETRACE WILL NOT BE LIABLE FOR:

  • AN AGENCY’S EMPLOYMENT OR CONTRACTING DECISION;

  • AN AGENCY’S BILLING OR PAYMENT DECISION;

  • A PAYER’S CLAIM DETERMINATION;

  • A PROVIDER’S FAILURE TO FOLLOW AGENCY PROCEDURES;

  • INACCURATE INFORMATION SUBMITTED BY A USER OR AGENCY;

  • DEVICE OR LOCATION INACCURACY;

  • INTERNET, NETWORK, OR THIRD-PARTY SERVICE FAILURE;

  • UNAUTHORIZED ACCESS RESULTING FROM COMPROMISED USER CREDENTIALS;

  • A USER’S ATTEMPT TO MANIPULATE VISIT INFORMATION; OR

  • THE LOSS OF INFORMATION CAUSED BY A USER’S DEVICE OR CONNECTION.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, TELETRACE’S TOTAL LIABILITY ARISING OUT OF OR RELATING TO A USER’S USE OF THE SERVICES WILL NOT EXCEED THE GREATER OF:

  • THE AMOUNT THE INDIVIDUAL USER PERSONALLY PAID TELETRACE FOR THE SERVICES DURING THE SIX MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM; OR

  • ONE HUNDRED DOLLARS ($100).

The liability limits contained in an agency’s separate agreement will govern claims brought by that agency.

Some jurisdictions do not allow certain limitations of liability, so some limitations may not apply.

27. Indemnification

To the extent permitted by law, you agree to defend, indemnify, and hold harmless TeleTrace and its owners, affiliates, officers, directors, employees, contractors, licensors, and service providers from claims, damages, losses, liabilities, costs, and expenses, including reasonable attorneys’ fees, arising from:

  • Your violation of these Terms;

  • Your unlawful or unauthorized use of the Services;

  • Information you knowingly submit inaccurately or without authorization;

  • Your infringement of another person’s rights;

  • Your attempt to manipulate visit-verification information;

  • Your unauthorized access to another person’s account or information; or

  • Your violation of applicable law.

This section does not require indemnification to the extent a claim was caused by TeleTrace’s own conduct where indemnification is prohibited by law.

An agency’s indemnification obligations, if any, are governed by its separate agreement with TeleTrace.

28. Governing Law

These Terms are governed by the laws of the State of [State], without regard to its conflict-of-law principles.

Any dispute arising from these Terms or an individual user’s access to the Services must be brought in the state or federal courts located in [County, State], unless a different process is required by applicable law or an agency agreement.

You consent to the personal jurisdiction and venue of those courts.

29. Time Limit for Claims

To the maximum extent permitted by law, any claim arising from or related to these Terms or the Services must be filed within one year after the claim arose.

A claim filed after that period is permanently barred.

This limitation does not apply where prohibited by law or where a different limitation period is established in an agency agreement.

30. Changes to These Terms

We may update these Terms to reflect:

  • Changes to the Services;

  • Changes to our business practices;

  • New legal or regulatory requirements;

  • Security improvements;

  • New features; or

  • Changes to our relationships with agencies and users.

When we update these Terms, we will revise the “Last Updated” date.

For material changes, we may provide notice through:

  • The TeleTrace website;

  • The platform;

  • Email;

  • An agency communication; or

  • An account acceptance prompt.

Where required, we may ask you to affirmatively accept revised Terms before continuing to use the Services.

Your continued use of the Services after revised Terms become effective constitutes acceptance to the extent permitted by law.

31. General Provisions

A. Entire Agreement

These Terms, the Privacy Policy, and any applicable agency agreement constitute the applicable agreement concerning your use of the Services.

B. Order of Precedence

If documents conflict, the following order generally applies:

  1. An applicable Business Associate Agreement, for protected health information;

  2. The applicable agency services agreement or order form;

  3. These Terms; and

  4. The Privacy Policy.

C. Severability

If any provision of these Terms is found unenforceable, the remaining provisions will remain in effect.

D. Waiver

A failure to enforce a provision of these Terms is not a waiver of the right to enforce it later.

E. Assignment

You may not assign or transfer your rights under these Terms without TeleTrace’s written consent.

TeleTrace may assign these Terms in connection with a merger, acquisition, restructuring, financing, sale of assets, or transfer of the Services.

F. No Third-Party Beneficiaries

These Terms do not create rights for any third party except as expressly stated.

G. Force Majeure

TeleTrace will not be responsible for delay or failure caused by events beyond its reasonable control, including natural disasters, war, terrorism, labor disputes, government action, internet failures, utility failures, cyberattacks, epidemics, or third-party service outages.

H. Headings

Section headings are provided for convenience and do not affect interpretation.

32. Contact Us

Questions about these Terms may be directed to:

TeleTrace

Email: athompson@annovaire.com

Questions about a specific visit, service record, agency policy, provider requirement, billing decision, or agency action should be directed to the agency responsible for the service.