Terms & Conditions - Acelleron Medical Products

Customer Agreement and Sales Policies
Upgrade Policy
Customer Service Hours of Availability
Return Policy
Instructions for Set-Up of Durable Medical Equipment
Safety Precautions
Emergency or Natural Disaster
Customer Suggestions or Complaints
Customer Bill of Rights and Responsibilities
HIPAA Notice and Privacy Policy
DME Supplier Standards
Resources
Manufacturer Phone Numbers and Websites
How to Contact Us

1. Customer Agreement and Sales Policies
By ordering products from us, you agree to the following, and to our Terms of Service which are incorporated into this Customer Agreement:

Acelleron Medical Products, LLC (“Acelleron”), a subsidiary of Preferred Home Health Care & Nursing Services, Inc is independently owned and operated and is not associated with a hospital, medical practice or any other health care clinic.
You will provide current, complete and accurate purchase information (including information transmitted to us from a health care provider’s office or other service provider), and accurate account information for all purchases made at our online store.
You authorize Acelleron to request that your medical insurance carrier, Medicaid or Medicare account (“insurance carrier”) make direct payment to Acelleron for products covered by your policy.
You certify that the information you provided to Acelleron for the purpose of applying for payment under Title XVIII (Medicare) of the Social Security Act or any other insurance coverage or benefits is true and correct.
You authorize any provider of your medical information to release any information necessary to determine services, benefits and payment on your behalf. Electronic copies of this authorization may be used in place of any original.
If your insurance carrier does not make payment in full for any reason whatsoever, you agree to pay Acelleron the usual and customary amount for the Products ordered.
You will promptly update your account and other information, including your email address, phone numbers, insurance carrier information, and credit card payment information (as necessary), so that we can complete your transactions and contact you as needed or otherwise as provided in our Privacy Policy found at acelleron.com/privacy.
If eligible through your insurance and you have been offered a “basic” or “standard” equipment model, but decide to purchase a deluxe model, you will be responsible for paying Acelleron the difference between the price of the deluxe model and the reimbursement rate for the standard or basic model. Please see our Upgrade Policy (Section 2 below) for additional information and terms that may apply.
You permit the review of your health and insurance records by accrediting and licensing agents and/or for the purpose of quality control.
You certify that you have been provided and have reviewed the Customer Service Hours of Availability, Instructions for Set-Up of Durable Medical Equipment, Safety Precautions, Emergency or Natural Disaster Information, Customer Complaint Policy, Customer Bill of Rights & Responsibilities, HIPAA Privacy Notice, DME Supplier Standards and Resources, all as detailed in the corresponding labeled Sections below.
You acknowledge that you have been trained and/or will be trained on the use, cleaning and maintenance of all products you receive from Acelleron. Please also refer to and follow the manufacturer’s product manuals and guidelines, and visit our Knowledge Center at acelleron.com/knowledge.
You agree that Acelleron may contact you in the future via text, telephone, email or regular mail. Message rates may apply to texts and cell phone usage. Some messages may be pre-recorded or automated.
An owner’s manual with manufacturer’s warranty information has been or will be provided to you for all durable medical equipment. Manufacturers provide a minimum 1-year warranty on all breast pumps, 5-year warranty on tabletop nebulizer compressors, and a minimum 2-year warranty on blood pressure monitors.
You acknowledge that Acelleron is not responsible for warranty service; please be sure to register your product as may be required or recommended by the manufacturer.
Prices of our products and the descriptions of them that we provide, as well as shipping and other charges, are subject to change without notice. We may, in our sole discretion, refuse orders, or limit or cancel quantities purchased per person, per household or per order. We may limit or cease sales by geographic region or jurisdiction. We may exercise these rights on a case-by-case basis. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address or phone number provided at the time the order was made. In particular, we reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by unauthorized dealers, resellers or distributors.
We are not liable to you or to any third-party for any modification, price change, suspension or discontinuance of our website Service or for discontinuation of any product.
Certain items or services may be available exclusively online. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy (see Section 4 below). We make reasonable efforts to display as accurately as possible the colors and images of our products that appear at the online store. We cannot guarantee that your computer monitor's display of any color will be accurate.
These Terms of Sale are also subject to the provisions of our Terms of Service, which are incorporated as if repeated here in full.
For a Spanish language translation of this agreement and other languages, please visit acelleron.com/multilingual-terms.

2. UPGRADE POLICY:
Your insurance or other health care benefit plan may prohibit participating health organizations such as Acelleron from receiving payment for any medical equipment offered as an upgrade that is deemed not medically necessary or is not covered for other reasons. Under some plans, the Member (such as you) may specifically request such service or product and may agree to be financially responsible for it, or for the difference in the charges. By acknowledging in your order that you have reviewed this “Upgrade Policy” you are agreeing to the following:

“I understand and agree that I am financially responsible for the difference between my health care benefit plan’s reimbursement rate for the “Basic” or “Standard” medical equipment and the Provider’s usual and customary charges for the “Deluxe” upgraded medical equipment I have selected. I have been offered the “Basic” or “Standard” model and understand my insurer may cover 100% of the costs on the “Basic” or “Standard” model, but prefer the different features and/or design of the “Deluxe” upgraded model.

I understand my out-of-pocket payment for the “Deluxe” upgraded model will not appear on my Explanation of Benefits as my financial responsibility nor will my health care benefit plan reimburse me for this expense.”

3. Customer Service Hours of Availability
Acelleron’s normal business hours for customer service are Monday through Friday, Eastern time, from 9:00 am to 5:00 pm, and Saturday 9:00 am to 3:00 pm (Saturday hours for breast pumps only). To contact us at any time, please call 1-877-932-6327 or e-mail [email protected]. Trained staff are available during and after business hours at 1-877-932-6327 to answer your questions and to provide purchasers with assistance they may need in using products we sell. Please note that Acelleron maintains emergency, on call service for telephone calls outside normal business hours. E-mails will be answered promptly on the next business day.

4. Returns Policies
Breast Pumps and Accessories Breast pumps and most accessories are personal hygiene products and cannot be returned. You may exchange your pump if:

The seal (usually a sticker on the box) is unbroken, and
It has been less than 45 days since your purchase.

Shipping and Restocking Fee for Exchanges:

A $25 fee is required for all exchanges. This fee includes:
- A return shipping label or scheduled UPS pickup, and
- Restocking costs.
This fee must be paid before the exchange is processed.

If the Seal is Broken:

Exchanges cannot be completed if the seal is broken.
If we receive a pump with a broken seal:
- The exchange will not be processed.
- You will be charged an additional $25 fee and the pump will be shipped back to you.

For Product Issues:

If your pump is not working properly, please contact the manufacturer’s customer service.
Manufacturer warranties may apply, so please:
- Register your purchase (if required)
- Keep your receipt and any other paperwork provided.

Nebulizers

Nebulizers are personal hygiene products, so they cannot be returned or exchanged.

If Your Nebulizer Isn’t Working:

Contact Acelleron’s Customer Care Team for assistance:
- Call 1-877-932-6327, or
- Email [email protected].

Blood Pressure Monitors

Blood pressure monitors are personal hygiene products, so they cannot be returned or exchanged.
If your blood pressure monitor is not working properly, please contact the manufacturer’s customer service below.

Other Products

If you purchased a returnable item with a credit card, you can return it for a full refund within 45 days of purchase.
Items must be:
- Unworn,
- In the state you received them, and
- In the original packaging.
Damaged items may not qualify for a refund.
Refunds under $5.00 will be issued as store credit for future purchases.

How to Start a Return:

You are responsible for return shipping costs unless:
- The item was damaged during delivery, or
- We processed your order incorrectly.
To return your product:
- Call 1-877-932-6327, or email [email protected].
- A Customer Care Specialist will guide you through the return process.
Include the following in your return package:
- Your patient identification number and address.
- A receipt or proof of purchase.
- Any additional information requested by the Customer Care Specialist.

Virtual Consults

All fees must be paid in full before your appointment.
No refund for no-shows
No refund for cancellations within 48 hours of scheduled consult time
You can reschedule for free (up to 1 time), if needed.
Reach out to [email protected] with any questions

5. Instructions for Set-Up of Durable Medical Equipment
Trained staff are available during and after business hours at 1-877-932-6327 to answer questions and to provide our customers with any assistance they may need. E-mails may be sent to [email protected] and will be answered no later than the end of the next business day. Please also refer to the manufacturer’s product manuals and guidelines, or visit our Knowledge Center at acelleron.com/knowledge.

6. Safety Precautions.
Please make sure you read all instructions before using any equipment.

Please visit acelleron.com/safety to view the Safety Precautions for electrical equipment, batteries, respiratory devices and fire safety. In the event of a fire, please call 911 immediately, not our customer service number.

If you have additional questions, please refer to the manufacturer’s product manuals and guidelines, or visit our Knowledge Center at acelleron.com/knowledge.

7. Emergency of Natural Disaster Information.
If you are experiencing any type of medical emergency, natural disaster, or are otherwise in physical danger, please call 911 immediately. Do not call our emergency on call service if you have such an emergency.

8. Customer Suggestions or Complaints
We value your suggestions, and we will work hard to resolve any complaints. If you have a suggestion or a complaint, please call Acelleron at 877-932-6327 and your call will be handled in a professional and confidential manner. You may also send suggestions and complaints by e-mail, to [email protected]. You will be asked to provide your name, address, telephone number, health insurance number, if applicable, and a summary of the complaint.

Each complaint that is logged will be received by management within one business day and management will contact you within two business days.

To help maintain the highest level of professional service possible, we invite you to visit our website and fill out our satisfaction survey at acelleron.com/survey.

You also have the right to register a complaint with the company’s accrediting body, Community Health Accreditation Program (“CHAP”) by calling 800-656-9656 Monday through Friday from 8:00 am to 6:00 pm.

9. Customer Bill of Rights and Responsibilities
We recognize that you have rights as a person receiving medical products or services. In return, there are responsibilities for certain behavior on your part. We believe that all customers receiving products or services from Acelleron should be informed of their rights and responsibilities. The full text of Customer Rights and Responsibilities can be found at acelleron.com/responsibilities. Upon request we will furnish you a written copy of this document.

10. HIPAA Notice and Privacy Policy
In conducting our business, we will create records regarding you and the treatment and services we provide to you. We are required by law to maintain the confidentiality of health information that identifies you. We also are required by law to provide you with this notice of our legal duties and privacy practices concerning your identifiable health information as required by the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

The full text of the HIPAA/Privacy Notice can be found at acelleron.com/hipaa. Upon request we will furnish you a written copy of this document.

Other information you provide to us is subject to our general Privacy Policy, available by visiting acelleron.com/privacy.

11. DME Supplier Standards
The products and/or services provided to you by Acelleron Medical Products are subject to the supplier standards contained in the Federal regulations shown at 42 Code of Federal Regulations Section 424.57(c). These standards concern business professional and operational matters (e.g., honoring warranties and hours of operation). The full text of these standards can be found at acelleron.com/supplierstandards . Upon request we will furnish you a written copy of this document.

12. Resources
Breastfeeding and Pumping Resources –

CDC Breastfeeding - cdc.gov/breastfeeding
Breastfeeding support - zipmilk.org
Parenting and breastfeeding info - kellymom.com
La Leche League - lllusa.org
Pumping at Work – pumpatwork.com
Find the best places to nurse and pump by downloading the pumpspotting app at pumpspotting

Respiratory Resources -

American Lung Association - lung.org
CDC Asthma - cdc.gov/asthma
Asthma and Allergy Foundation - aafa.org
Cystic Fibrosis Foundation - cff.org

American Red Cross – redcross.org or call (800) 733-2767
American Heart Association – heart.org or call (800) 242-8721

13. Manufacturer’s Phone Numbers and Websites

Breast Pump Manufacturers:
Ameda – 866-992-6332
ARDO – 844-411-2736
Cimilre – 888-394-2422
Elvie – 929-239-3212
Lansinoh – 800-292-4794
Medela – 800-435-8316
SpeCtra – 855-446-6622
Willow – 888-945-5693
Zomee - 888-662-7159

Blood Pressure Monitor Manufacturer
Advocate – 888-469-3579

Nebulizer Manufacturer
Contact Acelleron directly at 1-877-932-6327 or e-mail [email protected]

14. How to Contact Us
Our physical address for postal mail and courier services is:

Acelleron Medical Products, LLC 21 High Street, Suite 303 North Andover, Massachusetts 01845

Our e-mail address is: [email protected]

Phone number: 1-877-932-6327.

ME1 36554337v.2

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