Terms of Service
These Terms govern your use of the EMS Ops Hub platform. Please read them carefully. If you have a signed master subscription agreement with us, that agreement controls where it conflicts with these Terms.
1. Agreement to Terms
These Terms of Service (“Terms”) govern your access to and use of the EMS Ops Hub software platform, websites, mobile and web applications, APIs, and related services (collectively, the “Service”) operated by EMS Ops Hub LLC (“EMS Ops Hub,” “we,” “us,” or “our”), a Pennsylvania-registered limited liability company headquartered in Philadelphia, Pennsylvania, United States. By accessing or using the Service, or by signing an order form or written agreement that references these Terms, you agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent that you have authority to bind that organization to these Terms.
2. The Service
EMS Ops Hub provides an operational command center for emergency medical services (EMS) and non-emergency medical transport (NEMT) organizations, including dispatch, GPS and fleet visibility, electronic patient care reporting (ePCR), crew operations, billing intelligence, and related analytics. The Service is provided on a software-as-a-service basis and may be updated, improved, or modified from time to time.
3. Accounts & Access
You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to provide accurate, current information and to notify us promptly of any unauthorized access. We may suspend or terminate access where we reasonably believe credentials have been compromised or the Service is being misused.
4. Acceptable Use
You agree not to (a) use the Service to violate any law or regulation, including HIPAA and other healthcare privacy laws applicable to your operation; (b) attempt to probe, scan, reverse engineer, or test the vulnerability of the Service except as expressly authorized in writing; (c) interfere with or disrupt the integrity or performance of the Service; (d) upload malicious code; or (e) use the Service to transmit content you do not have the right to transmit.
5. Customer Data & Privacy
As between you and EMS Ops Hub, you retain all rights in the operational and patient data you submit to the Service (“Customer Data”). You grant EMS Ops Hub a limited license to host, process, transmit, and display Customer Data solely as needed to operate, maintain, secure, and improve the Service for you. Our handling of personal and operational data is described in our Privacy Notice.
6. HIPAA & Business Associate Agreement
Where Customer Data includes protected health information (PHI) within the meaning of HIPAA, the parties will execute a Business Associate Agreement (BAA) that governs permitted uses, safeguards, breach notification, and subcontractor obligations. The executed BAA controls over any conflicting language in these Terms with respect to PHI. To request a BAA, contact admin@emsopshub.com.
7. Security
EMS Ops Hub maintains administrative, technical, and physical safeguards designed to protect Customer Data, including encryption in transit (TLS 1.2+) and at rest (AES-256), access controls, audit logging, and least-privilege engineering practices. Additional detail is published on our Security & Compliance page. You are responsible for the security of your end-user devices and credentials.
8. Fees & Payment
Subscription fees, billing frequency, and payment terms are set out in the order form or written agreement between you and EMS Ops Hub. Unless otherwise stated, fees are non-refundable, exclusive of taxes, and due in U.S. dollars. We may suspend the Service for non-payment after reasonable notice.
9. Intellectual Property
The Service, including all software, models, designs, and documentation, is owned by EMS Ops Hub LLC and its licensors and is protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service during your subscription term. All rights not expressly granted are reserved. Feedback you provide may be used by us without restriction or compensation.
10. Confidentiality
Each party agrees to protect the other’s confidential information using at least the same degree of care it uses for its own confidential information of similar importance, and not less than a reasonable standard of care, and to use such information only as necessary to perform under these Terms.
11. Warranty Disclaimer
Except as expressly stated in a written agreement, the Service is provided “as is” and “as available.” To the maximum extent permitted by law, EMS Ops Hub disclaims all warranties, whether express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, and non-infringement. The Service is an operational tool and is not a substitute for clinical judgment.
12. Limitation of Liability
To the maximum extent permitted by law, neither party will be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenues, or data, arising out of or related to these Terms or the Service. Each party’s aggregate liability arising out of or related to these Terms will not exceed the fees paid or payable by you to EMS Ops Hub for the Service in the twelve (12) months preceding the event giving rise to the claim.
13. Indemnification
You agree to defend, indemnify, and hold harmless EMS Ops Hub and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses arising from your use of the Service in violation of these Terms or applicable law.
14. Term & Termination
These Terms remain in effect while you use the Service or have an active subscription. Either party may terminate for material breach if not cured within thirty (30) days of written notice. Upon termination, your right to access the Service ends. Sections that by their nature should survive termination will survive.
15. Governing Law
These Terms are governed by the laws of the Commonwealth of Pennsylvania, United States, without regard to its conflict of laws principles. The parties consent to the exclusive jurisdiction of the state and federal courts located in Philadelphia County, Pennsylvania for any dispute arising out of or relating to these Terms.
16. Changes to These Terms
We may update these Terms from time to time. Material changes will be communicated by posting an updated version on this page and revising the effective date above. Continued use of the Service after changes take effect constitutes acceptance.
17. Contact
Questions about these Terms can be sent to admin@emsopshub.com. Mailing address: EMS Ops Hub LLC, Philadelphia, Pennsylvania, United States.
Customer agreements, Business Associate Agreements, and security documentation are available on request.
admin@emsopshub.com