The agreement discloses that Hims & Hers uses generative AI and machine learning in customer support and clinical care messaging workflows, including drafting responses for licensed healthcare professional review. The agreement states that AI is not used to make clinical decisions and that users will be informed when interacting directly with an AI-supported channel.
This analysis describes what Hims & Hers's agreement states, permits, or reserves. It does not constitute a legal determination about enforceability. Regulatory applicability and practical outcomes may vary by jurisdiction, enforcement context, and individual circumstances. Read our methodology
This provision establishes the operational parameters of AI use on the platform, drawing a distinction between AI-assisted drafting of clinical communications reviewed by licensed professionals and autonomous clinical decision-making. The disclosure that users will be notified of AI interaction in accordance with applicable law creates a compliance dependency on evolving state AI transparency statutes.
Interpretive note: The agreement's commitment to notify users of AI interaction in accordance with applicable law creates a compliance dependency on evolving and jurisdiction-specific AI transparency statutes, the specific requirements of which vary and continue to develop.
The updated terms revise when subscription cancellations become effective for pre-paid multi-month medication plans. Under the previous language, cancellation could occur at least two days before the billing date following the end of the currently shipped supply. The revised policy now states that cancellation must occur at least two days before the next billing date but will not take effect until the end of the medication supply period. This means that if you request cancellation after a billing date but before your current medication shipment is fully consumed, your subscription will continue through the end of that supply period before the cancellation takes effect. You should review the specific timing of your medication shipments and billing dates to understand when a cancellation request will fully process.
View change record →The updated terms now authorize Hims & Hers to bill for Weight Loss Membership at 'monthly or multi-month intervals' rather than on a fixed monthly basis, expanding the company's discretion over billing frequency. Additionally, the agreement establishes that refunds for partially used membership or medication plan periods 'may be provided in our sole and absolute discretion' instead of guaranteeing refunds under specific conditions. The first-month membership fee is explicitly non-refundable, and medication refunds remain available only if cancelled within 48 hours of initial order or two days before renewal. The practical effect is that subscribers cannot predict billing intervals with certainty, and refund eligibility now depends on company discretion rather than contractual terms alone.
View change record →Under this clause, communications users receive through the platform's messaging system may be drafted with AI assistance before being reviewed and approved by a licensed healthcare professional. The agreement states that AI is not used to make clinical decisions and that users will be notified when directly interacting with an AI-supported chatbot or agent as required by applicable law.
Cross-platform context
See how other platforms handle AI Use in Customer Support and Clinical Messaging and similar clauses.
Compare across platforms →"In limited cases, Hims & Hers uses artificial intelligence technologies such as generative AI and machine learning (AI) to improve the quality and efficiency of our customer support and your clinical care. For example, when you communicate via the messaging platform, Hims & Hers may use AI to (i) help you make changes to your account or (ii) draft responses for customer care or for a qualified licensed healthcare professional to review. You will be informed when you are directly interacting with an AI-supported chatbot, agent, or similar communications channel in accordance with applicable law. Hims & Hers does not use AI to make clinical decisions or to provide mental or behavioral healthcare. All messages sent to you by your care team through the messaging platform are reviewed and approved by a qualified licensed healthcare professional and your Provider remains fully responsible for your care.Excerpt from Hims & Hers's Terms and Conditions
REGULATORY LANDSCAPE: The use of AI in clinical care messaging engages emerging state AI transparency laws and the FTC's authority over unfair or deceptive practices as applied to AI-generated content in consumer-facing communications.
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This provision establishes the operational parameters of AI use on the platform, drawing a distinction between AI-assisted drafting of clinical communications reviewed by licensed professionals and autonomous clinical decision-making. The disclosure that users will be notified of AI interaction in accordance with applicable law creates a compliance dependency on evolving state AI transparency statutes.
Under this clause, communications users receive through the platform's messaging system may be drafted with AI assistance before being reviewed and approved by a licensed healthcare professional. The agreement states that AI is not used to make clinical decisions and that users will be notified when directly interacting with an AI-supported chatbot or agent as required by applicable law.
No. ConductAtlas is an independent monitoring service. We are not affiliated with, endorsed by, or sponsored by Hims & Hers.