LensLlama Acceptable Use Policy

LensLlama is a B2B marketplace built on trust between independent eyecare professionals and independent optical labs. This policy describes what behavior is and isn’t acceptable on the platform.

This Acceptable Use Policy (“AUP”) is incorporated by reference into our Terms of Service. By using LensLlama, you agree to follow this AUP.

If you see someone violating this policy, report it to contact@lensllama.net.

LensLlama is architecturally designed not to collect, store, or transmit patient information. This is the central architectural commitment of the platform.

You may NOT submit, enter, paste, attach, or otherwise transmit any of the following through any LensLlama interface (forms, chat, file uploads, free-text fields, email to support):

• Patient names, dates of birth, ages, or any other patient identifiers
• Patient contact information (addresses, phone numbers, email)
• Patient insurance carrier names, member IDs, group numbers, or policy details
• Patient medical records, diagnoses, examination notes, or clinical history
• Patient social security numbers, driver’s license numbers, or government IDs
• Patient images or scans
• Any data that could reasonably be used to identify a specific patient

Our forms are structured (dropdowns and enums) precisely to prevent this. If you accidentally include patient information in a free-text field (such as the order notes or chat), notify us immediately at contact@lensllama.net so we can address it.

Repeated or willful submission of patient information may result in immediate account termination.

You may not use LensLlama to:

Violate the law

• Engage in fraud, money laundering, or other illegal activity
• Violate intellectual property rights
• Violate privacy laws (HIPAA, CCPA, GDPR, or any applicable jurisdiction’s data-protection laws)
• Engage in healthcare fraud (false claims, kickbacks, etc.)
• Sell or offer to sell anything that is illegal in your jurisdiction or ours

Misuse the marketplace

• Misrepresent your identity, credentials, or business
• Sign up as an eyecare professional or lab without being authorized to act in that role
• Create multiple accounts to evade restrictions or to abuse founding-cohort offers
• Use the lab comparison feature to extract pricing data for competitive intelligence outside the scope of a real order you’re placing
• Submit orders you don’t intend to pay for, or that aren’t legitimate eyewear orders
• Process orders through LensLlama and then attempt to bypass our payment system (e.g., asking the lab to invoice you off-platform)

Misuse other users’ information

You may not use information you encounter on LensLlama (lab profiles, ECP contact details, order data, pricing) to:

• Contact other users for off-platform business or solicitation unrelated to the orders you’re collaborating on
• Build competitive marketplaces or scrape data to populate them
• Resell, share, or publish information about other LensLlama users without their permission

The platform exists to facilitate orders between you and your counterparties — not to be a contact directory or data source for unrelated business.

Spam, abuse, or impersonation

• Send unsolicited bulk messages through any LensLlama interface
• Use the Ask Lex chat to spam, troll, or test
• Impersonate another user, LensLlama staff, or any other person or business
• Harass, threaten, or abuse other users or LensLlama staff
• Use profanity, hate speech, or discriminatory language

Reverse engineering and unauthorized access

• Scrape, crawl, or otherwise extract data from LensLlama in bulk or via automated means
• Reverse-engineer, decompile, or disassemble the Service
• Probe, scan, or test the vulnerability of the Service without prior written permission
• Attempt to gain unauthorized access to the Service, other users’ accounts, or our infrastructure
• Bypass any security or access controls
• Use the Service to develop competitive products or services that copy our IP

Interfere with platform integrity

• Introduce viruses, malware, or other harmful code
• Conduct denial-of-service attacks or otherwise interfere with the Service’s availability
• Submit forged or false data to manipulate the lab comparison ranking, pricing, or any other algorithm
• Manipulate referral programs or other reward mechanisms in bad faith

Misuse our brand or content

• Use the LensLlama name, logo, Lex mascot, or other trademarks without permission
• Hold yourself out as affiliated with LensLlama beyond your actual business relationship with us
• Republish LensLlama’s content (documentation, marketing pages, code) without permission

If you are an Eyecare Professional or representative of an eyecare practice, you additionally agree:

• All orders you place reflect actual lens orders for actual eyewear being made for specific patients (without submitting those patients’ identifying information through our platform)
• You will pay for orders you place through the platform
• You will not submit prescriptions that are fabricated, materially inaccurate, or fraudulent
• You will use the platform consistent with applicable state laws governing dispensing of corrective eyewear

If you are a Lab Partner, you additionally agree:

• The capabilities and services you list on your lab profile reflect your actual operational capacity at the time of listing
• The pricing data you maintain in the platform is accurate and current
• You will respond to incoming orders within reasonable timeframes consistent with the turnaround you’ve committed to
• You will fulfill orders to the quality standards reasonable in the optical lab industry, and you will handle remakes professionally
• You will use your own carrier accounts (UPS, FedEx, USPS) for outbound shipping (billed via Shippo’s BYO carrier feature), and you will pay your carriers per your existing relationship with them
• If you are unable to take orders due to capacity, vacation, or other circumstances, you will use the platform’s “pause” feature to temporarily exclude yourself from routing — rather than accepting orders you can’t fulfill
• You will not contact ECPs for off-platform business outside the scope of the orders they have placed with you through LensLlama

If you believe someone is violating this AUP, report it to:

• Email: contact@lensllama.net
• Subject line suggestion: [AUP REPORT] for faster triage

Include:

• A description of what happened
• Approximate date and time
• Order numbers or account names if known and relevant
• Any supporting context (without including patient information)

We investigate reports in good faith. We do not share the reporter’s identity with the reported party unless required by law or with the reporter’s permission.

We enforce this AUP at our discretion. Possible responses to violations:

We may also withhold pending payouts (to labs) or refunds (to ECPs) to the extent permitted by our Terms of Service and applicable law, while we investigate.

We don’t publish a list of every prohibited act or every consequence in advance. We use our judgment, and we try to apply it fairly. If you think we’ve made a mistake in enforcement, email us and we’ll review.

We may update this AUP from time to time as the platform evolves and as new patterns of misuse emerge. We will post the updated AUP here with a new “Last updated” date. Material changes will be communicated by email at least 30 days before they take effect for existing accounts.

Questions about this AUP, or reports of violations:

• Email: contact@lensllama.net