Customer Service & Policies
Subscription Plans
| Plan | Price | Best For |
|---|---|---|
| Free Tier | $0/forever | Basic health tracking, care team viewing |
| Monthly Premium | $9.99/month | Flexibility, trying premium features |
| Annual Premium | $79.99/year | Best value — save 33% |
| Free Trial | 14 days free (via Apple) | New subscribers — tap Subscribe to start |
14-Day Free Trial
New subscribers get a 14-day free trial through Apple's introductory offer when they subscribe to either the Monthly or Annual plan. Apple does not charge your card during the trial; it automatically converts to a paid subscription at the plan price on day 15 unless you cancel before then — you can cancel anytime. Apple's trial is offered once per Apple ID per subscription group, so previous subscribers may not be eligible again.
Free Tier Features
Who Gets Free Tier
- Users who haven't subscribed yet (or whose Apple intro trial has ended without subscribing)
- Care team members who haven't subscribed for their own premium features
- Canceled subscribers after their paid period ends
Your health data is never deleted — all historical data remains accessible within Free Tier limits:
| Feature | Free Tier | Premium |
|---|---|---|
| Medications tracked | Up to 3 | Unlimited |
| Invite care team members | Cannot invite | Unlimited |
| View as care team member | Yes (if invited) | Yes |
| AI Meal Tracker | No | Yes |
| AI Health Coach | No | Yes |
| AI Goal Setting & Tracking | No | Yes |
| Apple Health sync | Yes | Yes |
| MyChart/FHIR import | No | Yes |
| Vital tracking | Yes | Yes |
| Appointments | Yes | Yes |
| Data storage | Full history retained | Full history retained |
Care Team Access — What's Free and What's Coming
Being a care team member is always free: view the Primary User's health data, receive SOS and fall detection alerts, send messages, and log data on their behalf (if permitted). You never need to pay to be someone's care team member.
Want premium features for your own health tracking? You can subscribe via Profile > Subscription on the Monthly or Annual plan — Apple's 14-day free trial applies if you're a first-time subscriber on your Apple ID. Otherwise, care team access continues on the Free Tier.
Why subscribe as a care team member? Only if you want premium features for your own health tracking (more medications, AI Health Coach, MyChart import, etc.).
Professional and Family Caregivers
myCARI's care team feature is designed for personal and family caregiving — supporting yourself and your loved ones. Care team membership is unlimited and free: you can join an unlimited number of care teams and serve an unlimited number of patients at no cost, with no subscription of your own. Each Primary User's own myCARI Premium subscription covers all care team access to their data.
For institutional and high-volume professional use: If you're a care professional, facility operator, home health agency, or institutional user responsible for monitoring more than a small number of patients in a commercial capacity, consider myCARI Facility (in development) — a separate product designed for institutional care coordination. The personal-tier Premium subscription is not intended as a substitute for the facility product. Contact support@mlpipes.ai to join the myCARI Facility waitlist or discuss institutional licensing.
Refund Policy
General Policy
- Monthly subscriptions: Non-refundable once the billing period begins
- Annual subscriptions: Non-refundable. No prorated refunds for unused time.
Exceptions
Refunds may be considered in limited circumstances:
- Technical issues preventing app functionality that cannot be resolved by support
- Billing errors or duplicate charges
- Within 14 days of your first-ever subscription purchase (first-time subscribers only)
To request a refund exception, email support@mlpipes.ai with your account email and a description of the issue.
App Store Refunds
If you subscribed through the Apple App Store, refund requests must be submitted directly to Apple through their standard refund process. Apple's refund policies apply.
Cancellation Policy
You may cancel your subscription at any time. Cancellation prevents future billing but does not terminate your current subscription period.
Monthly Subscriptions
- Your subscription remains active until the end of your current billing period
- You retain full premium access until that date
- At the end of your billing period, you'll be downgraded to Free Tier
Annual Subscriptions
- Your subscription remains active until the end of your annual billing period
- You retain full premium access until that date
- Annual subscriptions are non-refundable — no prorated refunds for unused time
- At the end of your billing period, you'll be downgraded to Free Tier
How to Cancel
Method 1: Through the App
- Go to Profile → Subscription
- Tap Manage Subscription
- Tap Cancel Subscription
- Confirm cancellation — you'll see your access end date
Method 2: Through Apple (if subscribed via App Store)
- Go to iPhone Settings → [Your Name] → Subscriptions
- Find myCARI
- Tap Cancel Subscription
- Cancel at least 24 hours before renewal to avoid the next charge
Method 3: Via Email
Email support@mlpipes.ai with subject "Cancel Subscription" and your account email. We'll confirm within 24 hours.
Reactivating Your Subscription
Changed your mind? You can resubscribe anytime:
- Go to Profile → Subscription
- Tap Subscribe or Reactivate
- Choose your plan (monthly or annual)
- Complete payment — premium features restore immediately
Your health data is always retained after cancellation. Free Tier limitations apply until you re-subscribe.
Data & Privacy
Your Health Data Rights (HIPAA)
- Access your health information
- Amend incorrect information
- Export your data (PDF or JSON)
- Delete your account and all data
- Restrict how your data is shared
How to Export Your Data
- Go to Profile → Privacy & Data
- Tap Export My Data
- Choose format (PDF or JSON)
- Data will be emailed to your registered address
How to Delete Your Account
Warning: This action is permanent and cannot be undone.
- Go to Profile → Account
- Tap Delete Account
- Enter your password to confirm
- Account and all data deleted within 30 days
Data Retention
- Active accounts: Data retained indefinitely
- Canceled subscriptions: Data retained (you can reactivate)
- Deleted accounts: All data permanently deleted within 30 days
- HIPAA audit logs: Retained for 6 years (regulatory requirement)
Security
- Encryption in transit: TLS 1.3 for all communications
- Encryption at rest: AES-256 for stored data
- HIPAA Compliance: Business Associate Agreements with all vendors
- Cloud Security: Google Cloud Platform (HIPAA-compliant, SOC 2 certified infrastructure)
- Access Controls: Role-based permissions for care teams
- Audit Logging: All data access is logged
Reporting Security Issues
If you discover a security vulnerability, email security@mlpipes.ai. Do not publicly disclose the issue. We'll acknowledge receipt within 24 hours. Responsible disclosure appreciated.
Medical and Safety Disclaimer
myCARI is developed by MLPipes LLC.
myCARI is a consumer wellness application and is:
- NOT a medical device under FDA regulations
- NOT intended to diagnose, treat, cure, or prevent any disease
- NOT a substitute for professional medical advice
SOS Feature: The SOS feature sends push notifications to your designated emergency contacts ONLY. Emergency contacts must be care team members with myCARI installed. It does NOT contact 911, emergency services, hospitals, or professional responders. For life-threatening emergencies, ALWAYS call 911 directly.
MLPipes LLC is a technology provider only. We do not monitor health data, respond to alerts, or employ care team members. We are not responsible for care team member conduct or response.
Always consult your healthcare provider for medical decisions.
Last updated: March 17, 2026