Terms of service

Express Medical Supply LLC
Effective date: September 8, 2026

These Terms of Service ("Terms") govern your access to and use of expmedsupply.com, our online store, online forms, patient-intake processes, communications, and related services (collectively, the "Services") provided by Express Medical Supply LLC ("Express Medical Supply," "Express," "we," "us," or "our").

By using the Services, submitting an intake or order request, creating an account, or completing a transaction, you agree to these Terms and our Privacy Policy. If you do not agree, do not use the Services. Additional notices, policies, payer requirements, product terms, or written agreements may apply to particular products or services.

1. Eligibility and Authority

You must be at least 18 years old and legally capable of agreeing to these Terms to use the Services independently. A parent, legal guardian, caregiver, or other authorized representative may use the Services on behalf of a patient. By submitting information for another person, you represent that you are authorized to do so and to receive communications concerning the request.

If you use the Services on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

2. Nature of the Services

Express supplies and coordinates durable medical equipment and related products and services. The Services may include online intake, insurance eligibility review, documentation collection, communication with healthcare providers and payers, product selection, order processing, fulfillment, shipping, resupply, customer support, and online retail transactions.

Website content is provided for general informational purposes and is not medical advice, diagnosis, or treatment. Express does not prescribe products or determine medical necessity. Those decisions are made by appropriately licensed healthcare providers and payers under applicable requirements.

The Services are not for emergencies. If you believe you are experiencing a medical emergency, call 911 or seek immediate medical care.

3. Intake and Order Requests

Submitting an intake form, eligibility request, product selection, or order request does not guarantee acceptance, insurance coverage, payment, fulfillment, or shipment. A request may require additional review, corrected information, insurance verification, a prescription or standard written order, progress notes, prior authorization, or other documentation.

Express may contact you, your authorized representative, healthcare provider, prescriber, health plan, Medicaid program, payer, referral source, or other appropriate party to evaluate and process the request.

Express may decline, pause, or cancel a request when information is incomplete or inaccurate, requirements are not satisfied, the requested product is unavailable, the payer is unsupported or out of network, fraud or misuse is suspected, or fulfillment would violate law, payer rules, clinical documentation, or operational requirements.

4. Accuracy of Information and Cooperation

You agree to provide accurate, current, and complete information and to promptly correct information that changes. This includes identity, contact, shipping, insurance, healthcare-provider, medical-documentation, and product-related information.

You authorize Express to use the information you provide to verify eligibility and benefits, contact relevant parties, obtain or review documentation, create and maintain records, process orders, coordinate payment, and perform other activities reasonably necessary to address your request, subject to applicable law and our privacy practices.

Delays or inability to fulfill a request may result when information or documentation is missing, inaccurate, inconsistent, expired, or not timely provided.

5. Insurance, Medicaid, and Payment Responsibility

Any eligibility or benefit information provided by Express is preliminary and is not a guarantee of coverage or payment. Coverage may depend on active enrollment, plan rules, medical necessity, diagnosis, product limits, prior authorization, documentation, coordination of benefits, timely filing, and other payer requirements at the time products or services are provided.

You remain responsible for amounts lawfully owed under applicable plan terms, assignments, agreements, and law. Express will not charge amounts prohibited by applicable Medicaid, insurance, or other legal requirements. If coverage is denied or payment is reduced, Express may contact you to correct information, obtain additional documentation, discuss permitted alternatives, or explain available options.

Do not delay necessary medical care while awaiting an eligibility or order determination from Express.

6. Prescriptions, Standard Written Orders, and Medical Documentation

Some products or services require a valid prescription, standard written order, certificate, progress note, prior authorization, proof of medical necessity, or other documentation. Express may request such documentation from the treating provider or other authorized source.

Express cannot require a healthcare provider to prescribe a particular product, sign an order, alter clinical documentation, or respond within a particular time. A request may remain pending, be placed on hold, or be closed if required documentation is not received or does not satisfy applicable requirements.

7. Products, Availability, and Substitutions

Product descriptions, images, sizes, absorbency information, packaging, and availability may change. We make reasonable efforts to present information accurately, but colors, packaging, specifications, and appearance may vary.

Final products and quantities may be limited by prescription, medical-necessity documentation, payer coverage, utilization limits, availability, shipping restrictions, and applicable law. Express may recommend or offer a clinically and operationally appropriate alternative when a requested item is unavailable or not covered. We will follow applicable prescription, payer, authorization, and notice requirements before making a substitution that requires approval.

8. Pricing, Billing, and Online Transactions

Prices, coverage information, promotions, and product availability are subject to change. We may correct typographical, pricing, or availability errors and may cancel or modify an affected transaction as permitted by law.

For direct-purchase transactions, you authorize the applicable payment processor to charge the payment method you provide for disclosed amounts. Payment processing may be provided by Shopify or another third party and may be subject to additional terms.

Insurance-billed products are subject to payer adjudication and applicable patient-responsibility rules. An explanation of benefits is not necessarily a bill from Express.

9. Shipping, Delivery, Returns, and Refunds

Shipping and delivery dates are estimates unless expressly guaranteed in writing. Delays may occur because of documentation, insurance, inventory, carrier, address, weather, or other circumstances outside our reasonable control. You are responsible for providing a complete and accurate delivery address and for promptly reporting delivery problems.

Returns, exchanges, cancellations, and refunds are governed by our posted Refund Policy and any product-specific, hygiene, payer, manufacturer, or legal restrictions. Certain opened, used, customized, prescription-related, or hygiene-sensitive products may be ineligible for return where permitted by law.

10. SMS Messaging Terms

If you affirmatively opt in, you agree to receive recurring transactional text messages from Express Medical Supply LLC at the mobile number you provide. Messages may concern your intake, insurance verification, missing information, required documents, order request, order status, resupply, and customer support.

Message frequency varies. Message and data rates may apply. Consent to SMS is not a condition of purchasing products or receiving services. Reply STOP to opt out or HELP for assistance. You may also call 1-866-270-3322. We may send a final confirmation that an opt-out request was processed. Wireless carriers are not liable for delayed or undelivered messages.

You represent that you are the subscriber or customary user of the mobile number provided and are authorized to consent to messages at that number. Notify us if the number changes or is reassigned. Automated messages will be limited to the purposes covered by your consent and applicable law.

Do not send detailed health, insurance, financial, or identification information through ordinary SMS. When sensitive information or documents are needed, use the secure communication method provided by Express.

11. Email, Telephone, and Secure Communications

If you provide contact information or initiate a communication, Express may respond through a permitted channel. With appropriate permission, Express may send transactional email, place calls, leave messages, or communicate through a secure messaging service concerning your request or existing relationship with Express.

You are responsible for keeping contact information current and for considering who may have access to your telephone, email, voicemail, or device. Communication consent and preferences may be changed by contacting Express, subject to communications that are required or otherwise permitted by law.

12. Privacy and Health Information

Our Privacy Policy explains our general personal-information practices. When information is PHI governed by HIPAA, our Notice of Privacy Practices governs how Express may use and disclose that information and describes applicable individual rights.

By using a third-party website, payment service, communications platform, or other linked service, you may also be subject to that provider's privacy notice and terms.

13. Accounts and Security

If you create an account, you are responsible for safeguarding login credentials and activity under the account. Notify us promptly of suspected unauthorized access. We may require identity or authority verification before providing account access, records, or services.

You may not use another person's account, impersonate another person, or attempt to gain unauthorized access to the Services, systems, data, or communications.

14. Acceptable Use

You may not use the Services to:

• Violate law, regulation, payer requirements, or another person's rights;

• Submit false, misleading, fraudulent, or unauthorized information;

• Interfere with security, access controls, availability, or operation of the Services;

• Introduce malware, scrape or harvest information without authorization, or attempt to reverse engineer protected systems;

• Use the Services for harassment, abuse, unlawful solicitation, or other harmful activity; or

• Reproduce, distribute, or commercially exploit website content except as expressly permitted.

15. Intellectual Property

The Services and their content, branding, designs, text, graphics, software, and other materials are owned by or licensed to Express and are protected by applicable intellectual-property laws. Express grants you a limited, revocable, nonexclusive, nontransferable right to use the Services for their intended personal or authorized business purpose.

Product names, trademarks, and content belonging to third parties remain the property of their respective owners.

16. Third-Party Services and Links

The Services may rely on or link to third-party websites, platforms, payment processors, healthcare systems, carriers, distributors, and other services. Express does not control every third-party service and is not responsible for its independent content, availability, privacy practices, or terms. Use of a third-party service may be governed by that provider's terms.

17. Disclaimer of Warranties

To the fullest extent permitted by law, the Services are provided on an "as is" and "as available" basis. Express disclaims implied warranties of merchantability, fitness for a particular purpose, title, and noninfringement, except to the extent a warranty cannot lawfully be disclaimed.

Express does not warrant that the Services will be uninterrupted or error-free, that eligibility information will remain unchanged, that a payer or provider will approve a request, or that any product or service will produce a particular health outcome. Product warranties, if any, may be provided by the manufacturer and are subject to their terms.

Nothing in these Terms excludes rights or warranties that cannot be excluded under applicable law.

18. Limitation of Liability

To the fullest extent permitted by law, Express and its officers, employees, affiliates, agents, and service providers will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising from or relating to the Services, including loss of data, profits, goodwill, or business opportunity.

To the fullest extent permitted by law, Express's aggregate liability for a claim relating to a direct-purchase transaction will not exceed the amount paid to Express for the product or service giving rise to the claim. This limitation does not apply to liability that cannot lawfully be limited, to rights under applicable healthcare or privacy law, or to obligations Express owes under a separate written agreement.

19. Indemnification

To the extent permitted by law, you agree to indemnify and hold Express harmless from third-party claims, damages, and reasonable costs resulting from your unlawful use of the Services, intentional misrepresentation, infringement of another person's rights, or submission of information without required authority. This section does not apply to the extent a claim results from Express's own unlawful conduct.

20. Suspension and Termination

Express may restrict, suspend, or terminate access to the Services when reasonably necessary to protect patients, customers, systems, legal compliance, payer integrity, or other users, or when these Terms are materially violated. Provisions that by their nature should survive termination will remain effective.

21. Governing Law

These Terms are governed by the laws of the Commonwealth of Kentucky, without regard to conflict-of-law rules, except where federal law or another jurisdiction's mandatory law applies. Any legal proceeding must be brought in a court with lawful jurisdiction and venue. Nothing in these Terms prevents either party from seeking relief available under applicable law.

22. Changes to the Services or Terms

We may modify the Services or these Terms to reflect operational, legal, regulatory, security, or technology changes. Revised Terms will be posted with a new effective date. When required by law, we will provide additional notice or obtain consent.

23. Severability; No Waiver; Entire Agreement

If a provision of these Terms is found unenforceable, it will be enforced to the maximum extent permitted and the remaining provisions will continue in effect. Failure to enforce a provision is not a waiver. These Terms, together with incorporated policies and applicable written agreements, constitute the agreement concerning use of the Services.

24. Contact Us

Questions about these Terms may be directed to:

Express Medical Supply LLC
7410 New La Grange Road
Louisville, Kentucky
Phone: 1-866-270-3322
Email: info@expmedsupply.com