Patient Stand: Terms of Service
Effective 8 July 2026.
1. About these terms
These Terms of Service (the "Terms") govern your use of the website at patientstand.com (the "Site") and any product you purchase from us through the Site. Please read them carefully before making a purchase.
By purchasing a product through the Site, you confirm that you have read, understood, and agree to be bound by these Terms.
We recommend you save or print a copy of these Terms for your records. We may update them from time to time; the version in force when you make a purchase is the version that applies to that purchase.
2. Who we are
Patient Stand is a trading name of Ironwood Brands Ltd. Every purchase you make on the Site is a contract with Ironwood Brands Ltd, and every reference to "Patient Stand", "we", "us", or "our" in these Terms means Ironwood Brands Ltd trading as Patient Stand.
- Ironwood Brands Ltd, a private limited company registered in England and Wales
- Company number: 12856658
- Registered office: 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom
- Contact email: support@patientstand.com
"You" and "your" mean the individual purchasing our products for personal, family, or household use.
3. What Patient Stand is, and what it is not
Patient Stand prepares documents that help you challenge, question, or respond to medical bills, collection activity, and certain Medicare matters. You review each document, sign it, and send it yourself. We call this self-file document preparation, and it is the whole of what we do.
3.1 What we are not
This section is central to these Terms. Patient Stand:
- is not a law firm and does not employ attorneys to advise you. Nothing we provide is legal advice, and no attorney-client relationship is created by any purchase.
- does not give medical advice. Nothing on the Site or in any packet is a substitute for advice from a doctor or other qualified clinician.
- is not a debt adjuster, debt settlement company, or debt negotiator. We do not contact your medical providers, hospitals, insurers, or collectors on your behalf, we do not negotiate for you, and we do not handle or hold your money for the purpose of paying creditors.
- is not a credit repair organization within the meaning of the Credit Repair Organizations Act. We do not offer to improve your credit record, history, or rating.
- is not a billing advocate or your representative. Every document we prepare is sent by you, in your name, under your signature and your control.
- is not affiliated with Medicare, the Social Security Administration, or any government agency. Where a free government route exists for the matter a packet addresses, the packet names it.
3.2 No outcome promises
We prepare each packet with care, but we cannot and do not guarantee any outcome: no bill reduction, no successful dispute, no approval of financial assistance, no adjustment of an IRMAA determination, no result from a discharge appeal, and no particular response from any provider, insurer, collector, or agency. Outcomes depend on facts, decision-makers, and deadlines outside our control. Nothing on the Site, including any statistic, example, or customer account, is a promise about your case.
4. Our products
We currently offer seven fixed-price document preparation products. Each is described on the Site at the time of purchase, and the description in force on the date you pay is the description that applies to your purchase.
- Itemized Bill Check, $49. A plain-language breakdown of your medical bills with an itemized review for common errors, covering every bill arising from a single episode of care (see section 4.1).
- Dispute Package, $149. The documents you need to dispute charges and request a reduction, covering every bill arising from a single episode of care (see section 4.1).
- Financial Assistance Application, $99. A prepared application pack for one hospital's financial assistance program (charity care).
- Collections Defense Package, $149. The documents you need to respond to medical debt collection activity on one collection account.
- IRMAA Appeal (single), $179. A prepared request for reconsideration of a Medicare income-related monthly adjustment amount for one person, built around form SSA-44 and a qualifying life-changing event.
- IRMAA Appeal (couple), $279. The same, prepared for both spouses as coordinated filings.
- Discharge Appeal Kit, $49. The documents and steps for a fast appeal of a hospital discharge decision, for one discharge situation.
4.1 Episode of care
The Itemized Bill Check and the Dispute Package are priced per episode of care, not per bill. An episode of care means a single course of treatment and every bill arising from it, whether sent by the hospital, the physicians, an imaging center, a laboratory, or any other provider involved in that same course of treatment. Each of these products covers up to six bills from one episode. If your episode produced more than six bills, tell us before you buy and we will tell you honestly whether the product still fits.
4.2 One price, everything included
Every purchase contains the same three things: (1) your completed packet, prepared from the information and documents you provide; (2) plain instructions for reviewing, signing, and sending it; and (3) answers to your questions about your packet, in writing, within 48 hours, for 30 days from delivery. The price you see at checkout is the whole price. We never charge a percentage of any amount saved, and there is no subscription and no recurring charge.
4.3 What is not included
Our products do not include: legal advice or representation; negotiation or any contact with third parties on your behalf; medical, financial, or tax advice; the sending or filing of any document (you send it yourself); monitoring of your matter after the 30-day question window closes; or any additional documents beyond those listed in the product description. If your situation needs something we do not offer, we will say so rather than sell you the wrong packet.
5. Ordering, eligibility, and acceptance
Your purchase is an offer to buy a product. Our acceptance takes place when our checkout system confirms payment and sends you an order confirmation. At that point a contract comes into existence between you and us on these Terms.
To purchase, you must be at least 18 years old and buying for your own matter or, with their knowledge and authority, on behalf of a family member whose matter it is. Our products are designed for bills and matters arising in the United States.
We may decline an order if we cannot fulfill it, if we reasonably suspect fraud or misuse, or if we believe our product is not suited to your situation, for example where your matter genuinely needs a lawyer. If we decline, we will refund any payment you have made and, where we can, point you to a better route.
6. Prices and payment
Prices are displayed on the Site in United States Dollars (USD) and payment is taken in USD. Each product is a single, one-time charge at the advertised price, processed by Stripe, our payment processor. We do not offer installment plans or subscriptions.
All prices are exclusive of any taxes, duties, or charges that may apply where you live; you are responsible for any such amounts. Ironwood Brands Ltd is not currently registered for UK VAT and no UK VAT is charged.
6.1 Upgrade credit
If you buy the Itemized Bill Check and then buy the Dispute Package for the same episode of care within 30 days, the full price you paid for the Itemized Bill Check is credited against the Dispute Package. The credit applies once per episode and cannot be exchanged for cash.
7. Your part: information, review, and deadlines
Because you send every document yourself, your cooperation matters more here than in most purchases. You agree to:
- provide truthful, accurate, and complete information and documents when you place your order and when we ask follow-up questions
- review every document we prepare before signing or sending it, and tell us promptly if anything is wrong so we can correct it
- send your documents yourself, by the method the instructions describe, and keep copies
- watch your own deadlines. Some matters we prepare for, in particular discharge appeals and certain Medicare timeframes, carry short, strict deadlines. Our instructions flag them, but the responsibility for acting in time is yours. Order the Discharge Appeal Kit as early in the situation as you can.
Our turnaround times run from the point we have everything we need from you. If information is missing or unclear, we will ask, and the clock pauses until you answer.
8. Refunds, the satisfaction guarantee, and cancellation
8.1 Before your packet is delivered
Full refund, no conditions. At any point before we deliver your completed packet, you may cancel for any reason and receive a full refund. Email support@patientstand.com with your order reference and we will refund within 14 days.
8.2 After your packet is delivered: the satisfaction guarantee
If your packet is not right, whether a fact is wrong, something you told us is missing, the tone is off, or it simply does not do what you expected, tell us, and we will re-draft and re-work it until it does. That is the guarantee: we keep working on your packet until you are satisfied that it says what your situation needs it to say. The fastest route is always to reply to your delivery email and tell us plainly what is wrong; corrections and re-drafts are answered within the same 48-hour window as questions.
Because each packet is prepared individually for your matter and delivered as digital content, a refund is not available once the packet has been delivered; the re-drafting guarantee takes its place. This does not limit anything in section 8.5 or any right the law gives you that cannot be excluded.
8.3 What the guarantee does not cover
The guarantee covers the quality and accuracy of the packet itself. It does not cover the outcome of your matter (section 3.2), errors caused by inaccurate or incomplete information you provided (though we will still correct the packet if you supply the right information), or a change of mind about pursuing the matter after delivery.
8.4 The IRMAA qualification check
A request to Social Security to reconsider an IRMAA determination only works where your situation fits one of the life-changing events Social Security recognizes. We check this before we prepare anything. If your situation does not fit one of those events, we will tell you, and we will refund you in full. Nothing will have been delivered.
8.5 UK and EEA consumers
If you are a consumer resident in the United Kingdom or the European Economic Area, you have a statutory right to cancel within 14 days of the date we confirmed your order. Because our products are prepared and delivered promptly, at checkout you will be asked to agree that we begin work immediately; by doing so, you acknowledge that you lose the right to cancel once the packet has been fully delivered, and that if you cancel after work has begun but before delivery, we may charge a proportionate amount for the work done. Nothing in these Terms removes or limits any right the law gives you as a consumer that cannot be excluded by agreement, including, for UK consumers, your rights under the Consumer Rights Act 2015 in relation to digital content and services.
9. Intellectual property
9.1 Our materials
We own all intellectual property rights in our templates, methodology, instructions, the Site, and any pre-existing materials we use in preparing your packet. Nothing in these Terms transfers ownership of these rights to you.
9.2 Your packet
On receipt of full payment, you receive a non-exclusive, perpetual license to use the packet prepared for you for your own matter (or the family member's matter it was prepared for), including signing it, sending it, filing it, and sharing it with anyone involved in that matter, such as a provider, collector, agency, or your own advisor. This license does not allow you to resell, republish, or distribute the packet or our templates as a product, or to use them to train any artificial intelligence or machine learning system without our prior written consent.
9.3 Your materials
You retain all rights in the documents and information you provide to us. You grant us a limited license to use them solely to prepare and support your packet, as described in our Privacy Policy.
10. Confidentiality
We treat everything you share with us, your bills, correspondence, and personal circumstances, as confidential, and we do not disclose it except: (a) to the service providers named in our Privacy Policy who need it to deliver your purchase; (b) where disclosure is required by law, regulation, or court order; or (c) with your consent. We never use your matter in marketing, examples, or testimonials without your separate, explicit written consent.
11. Acceptable use
You agree not to use the Site or our products: to pursue a claim or dispute you know to be false; to harass any person; to prepare documents for third parties as a service of your own; to interfere with the operation or security of the Site; or in breach of any applicable law. We may refuse or cancel orders that breach this section, refunding any amount for work not delivered.
12. Disclaimers
Our products are document preparation, provided with professional care and skill. Section 3 sets out what we are not, and section 3.2 makes clear that we do not guarantee outcomes. Except as expressly stated in these Terms or required by applicable law, we make no warranties, representations, or guarantees, whether express or implied, relating to our products. Information on the Site, including our free tools and guides, is general information, not advice about your individual situation.
13. Limitation of liability
Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be limited or excluded under applicable law.
Subject to the paragraph above, our total aggregate liability to you in connection with these Terms and any product is limited to the total amount you paid us for that product.
We are not liable for any indirect, consequential, or special losses, including a missed deadline where our instructions flagged the deadline and delivery was made in time, loss arising from a decision-maker's response to your documents, or loss of opportunity, even if foreseeable. If you are a consumer, this section does not affect your statutory rights.
14. Governing law and dispute resolution
14.1 Governing law
These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) are governed by the laws of England and Wales, except that if you are a US consumer, this choice of law does not deprive you of any mandatory protection of the law of the state where you live.
14.2 Talk to us first
If something has gone wrong, email support@patientstand.com before starting any formal process. Most problems are packet problems, and the satisfaction guarantee in section 8.2 exists to fix them quickly. We will make good-faith efforts to resolve any concern within 30 days.
14.3 Binding arbitration and class waiver
If informal resolution fails, any dispute, claim, or controversy arising out of or relating to these Terms or our products will be resolved by binding arbitration rather than in court, except as set out in sections 14.4 to 14.6. The arbitration will be administered by JAMS by a single arbitrator, under its rules then in effect and, where you are a consumer, in accordance with the JAMS Consumer Arbitration Minimum Standards, including their terms on the fees we bear. The seat of arbitration is New York, New York, United States of America; any hearing you are required to attend will be held by remote means or in a location reasonably convenient to you. The language of the arbitration is English. Judgment on the award may be entered in any court of competent jurisdiction.
You and we each waive any right to a jury trial and to participate in a class action or class-wide arbitration. This waiver is a material part of these Terms.
14.4 Your right to opt out
You may opt out of this arbitration agreement, without any effect on your purchase, by emailing support@patientstand.com within 30 days of your first purchase with your name, order reference, and a statement that you opt out of arbitration. If you opt out, disputes will be resolved in court under section 14.6.
14.5 Small-claims exception
Nothing in this section prevents either party from bringing an individual claim in a small-claims court of competent jurisdiction, provided the claim remains in that court and is not escalated to a class, collective, or representative proceeding.
14.6 UK/EEA consumers and opted-out customers
If you are a consumer resident in the United Kingdom or the European Economic Area, nothing in these Terms affects your right to bring proceedings in the courts of your country of residence under the mandatory laws that apply to you; you may use the arbitration procedure above but are not required to. If you have opted out under section 14.4, disputes will be resolved in a court of competent jurisdiction.
15. General
15.1 Assignment
You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights under these Terms to a successor entity on reasonable notice to you.
15.2 Third-party rights
A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its provisions.
15.3 Entire agreement
These Terms, together with the product description on the Site at the time of purchase and our Privacy Policy and Cookie Policy, constitute the entire agreement between you and us. They replace any earlier representations or agreements between us on the same subject.
15.4 Severability
If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
15.5 No waiver
A failure or delay by us to enforce any provision of these Terms does not waive our right to enforce that provision or any other provision at a later date.
15.6 Changes to these Terms
We may update these Terms from time to time to reflect changes in our products, applicable law, or our practices. The version in force at the time of your purchase is the version that applies to that purchase. The current version is always available at patientstand.com/terms.
16. Contact
Questions about these Terms should be sent to support@patientstand.com, or by post to Ironwood Brands Ltd (trading as Patient Stand), 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom.