Provider Acceptable Use Policy

Last Updated: September 1, 2026

This Provider Acceptable Use Policy (“Provider AUP”) is incorporated into the Topdoc Provider Terms of Use and applies to every practice, provider, and staff member (each a “Practice Member”) that uses Topdoc’s electronic health record, revenue cycle management, patient engagement, or marketplace services (the “Services”). Capitalized terms not defined here have the meanings given in the Provider Terms of Use. The Topdoc Community Standards, which set out expectations for professional conduct toward patients, staff, and Topdoc, also apply to you and are incorporated into this Provider AUP. Violation of this Provider AUP or the Community Standards may result in the actions described under “Enforcement” below.

1. Security and Access

• Keep login credentials confidential. Never share accounts or credentials between Practice Members, and promptly remove access for staff who leave your practice or change roles.
• Enable and use multi-factor authentication where Topdoc makes it available, and access the Services only from devices you control and keep reasonably secure.
• Never attempt to access another practice’s data, another user’s account, or any part of the Services you are not authorized to use.
• Never introduce malware, probe or test the security of the Services without Topdoc’s written permission, interfere with the operation of the Services, or scrape or bulk-download data other than through the export tools Topdoc provides.
• Only upload or enter data that you have the right to use, and only for the operation of your practice.
• Report any suspected security incident, lost device, or unauthorized access to [email protected] without delay.

2. Clinical Documentation, Coding, and Billing

• You are responsible for the content of every note, order, prescription, claim, statement, and patient communication created with the Services, including anything drafted or suggested by AI features. Review and approve AI-generated drafts before finalizing them.
• Never use the Services to create documentation that does not reflect the care actually provided, to select codes that are not supported by the record, or to submit claims you know or should know are false, duplicative, or improperly unbundled.
• Follow all rules applicable to electronic prescribing, including DEA requirements for controlled substances, and never prescribe outside your license or scope of practice.
• Maintain the provider enrollments, credentials, and payer contracts required for the claims you submit, and notify Topdoc promptly of any change in your license, enrollment, or exclusion status.
• Identify and refund overpayments and credit balances as required by law.

3. Patient Communications

• Obtain and honor the consents required by law for text messages, automated or AI-assisted calls, email, and call or encounter recording, and honor opt-out requests promptly.
• Use message templates, call scripts, and AI agents only for communications related to your practice and your patients. Never use the Services to send communications that are discriminatory, harassing, deceptive, or unlawful.
• Do not use patient contact information obtained through the Services for any purpose unrelated to the care or administration of those patients.

4. Marketplace Integrity (applies to practices using Topdoc’s patient marketplace and Marketing Services)

• Never charge fees that only pertain to Topdoc users or pass any part of your Topdoc fees on to Topdoc users (e.g. do not institute a Topdoc booking fee or charge a cancellation or no-show fee only to Topdoc users).
• Never directly or indirectly discourage or prevent Topdoc users from using the Topdoc platform as they intend.
• Never direct, instruct, or encourage Topdoc users to divert their bookings from the Topdoc platform (e.g. do not list your contact info or website in your professional statement, or otherwise encourage Topdoc users to book offsite).
• Never direct, instruct, or encourage Topdoc users to take actions intended to avoid incurring Topdoc fees (e.g. do not encourage Topdoc users to cancel their Topdoc bookings, or instruct Topdoc users to incorrectly mark themselves as an existing patient).
• Always pay for services rendered (e.g. never fraudulently dispute or refuse payment for new patient bookings generated through Topdoc’s marketplace).
• Maintain an accurate, honest, and up-to-date Topdoc profile, including your professional statement, location, and accepted in-network insurances and visit reasons.

5. Reviews (applies to practices using review-management or Marketing Services)

• Never request or accept reviews from someone with a conflict of interest, including current or former employees, competitors or peers, friends and family members, or anyone being paid or otherwise incentivized to leave a review.
• Never directly or indirectly attempt to prevent reviews (critical, negative, or otherwise), or to submit fraudulent reviews, for any purpose.

6. General Conduct

• Never direct or instruct patients to do anything that would violate Topdoc’s Patient Policies, including submitting false information.
• Never relay knowingly inaccurate, misleading, or defamatory information about Topdoc’s service, policies, or procedures, and never present yourself as a representative of Topdoc. This does not restrict truthful statements, opinions, or comparisons about Topdoc.
• Never use Topdoc’s trademark, logo, or intellectual property without our prior consent.

7. Enforcement

If we believe a practice or Practice Member has violated this Provider AUP or the Community Standards, we will normally notify you and give you an opportunity to correct the issue before taking action, except where immediate action is needed to protect patients, patient data, other customers, or the Services, or where required by law. Actions may include removing content, restricting a feature, suspending a user, removing a marketplace listing, or terminating the agreement in accordance with the Provider Terms of Use. Regardless of any suspension, we will not prevent a practice from exporting its own data or from accessing patient records needed for treatment.

8. Changes

We may update this Provider AUP from time to time. Material changes take effect as described in the Modifications section of the Provider Terms of Use. The effective date is shown at the top of this page.