Terms of Use

Read these Terms of Use (this ​“Agreement”) for important information about our health content and our Service (as defined below).

Please read this Agreement carefully and completely before using our websites, including oakstreethealth.com) (the​“Applications”) or any services or goods provided through or in connection with the Applications or by Oak Street Health or one of its subsidiaries or affiliates (together with the Applications, collectively, the​“Service”). By clicking​“I Accept” to this Agreement, or by using the Service (including any access to the Service), you expressly agree to be bound by this Agreement, by and between you and Oak Street Health, Inc., a subsidiary of CVS Health (also referred to as​“Oak Street Health”,​“us” or​“we”), which incorporates by this reference any additional terms and conditions posted by Oak Street Health through the Applications, or otherwise made available to you by Oak Street Health. The information and resources contained on and accessible through the Service are made available by Oak Street Health and its suppliers and vendors, and other third parties, in each case subject to your agreement to the terms and conditions of this Agreement.

THIS AGREEMENT INCLUDES AN ARBITRATION PROVISION, JURY TRIAL WAIVER, AND A CLASS ACTION WAIVER THAT AFFECT YOUR RIGHTS. IN ARBITRATION, THERE IS NO JUDGE OR JURY, AND THERE IS LESS DISCOVERY AND APPELLATE REVIEW THAN IN COURT. DETAILS ARE SET FORTH BELOW. PLEASE REVIEW CAREFULLY 

Updates to this Agreement

We may update this Agreement at any time by notifying you of such updates by any reasonable means, including posting the revised Agreement on the Applications. You can determine when this Agreement was last revised by referring to the ​“LAST UPDATED” legend at the bottom of this Agreement. Any modifications will be effective immediately upon such posting. Your use of or access to the Applications after such modifications are posted will signify your acceptance of the modifications and your agreement to be bound by them. Notwithstanding the foregoing, any modifications to this Agreement shall not apply to any dispute between us arising prior to the date on which we post the revised Agreement that contain such modifications.

Products and Transactions

Please note that references to or descriptions or images of products or services (including health plans) on the Service should not be interpreted as endorsements of such products or services and such products or services may be made available by Oak Street Health or by third parties. 

Price (including the validity of any discount), your eligibility or the availability of any product or service, and any other information are subject to change without notice. Verification of information may be required prior to the acknowledgment or completion of any transaction. Further terms and conditions related to transactions in connection with the Service may apply.

Materials

For purposes of this Agreement,​“Materials” includes user IDs, email addresses, passwords, comments, photographs, images, graphics, text and data and any other forms of materials or information submitted by you through or otherwise in connection with the Service, regardless of whether such information is posted publicly or with password protection.

The Service is not designed or intended to be used as a disaster recovery or emergency data storage facility and you are responsible for creating and maintaining copies of your Materials prior to posting, uploading or otherwise submitting such Materials through the Service.

Oak Street Health and its suppliers and vendors are not required to assess or otherwise determine the validity or legitimacy of any complaints or demands that they may receive regarding any Materials that you may use or allow others to use in connection with the Service (including Materials posted or submitted to the Service) before Oak Street Health and its suppliers and vendors take any remedial action that they consider, in their sole discretion, to be appropriate.

NEITHER OAK STREET HEALTH NOR ITS SUPPLIERS OR VENDORS CONTROL THE MATERIALS POSTED OR SUBMITTED TO THE SERVICE, NOR DO WE OR THEY HAVE ANY OBLIGATION TO MONITOR, SCREEN, POLICE OR EDIT THOSE MATERIALS FOR COMPLIANCE WITH APPLICABLE LAWS OR THIS AGREEMENT. YOU MAY FIND SOME OF THE MATERIALS POSTED BY OTHER USERS TO BE OFFENSIVE, HARMFUL, INACCURATE OR DECEPTIVE. YOU SHOULD USE CAUTION AND COMMON SENSE WHEN USING THE SERVICE.

NO WARRANTIES

OAK STREET HEALTH provides the Applications​“AS IS” and disclaims all express or implied representations or warranties (including the implied warranties of merchantability, fitness for a particular purpose, or non-infringement)regarding the information, services, products, materials, functionality, and any other resources available on or accessible through the Service, including without limitation any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. Some jurisdictions do not allow the exclusion of implied warranties, so the above exclusion may not apply to you. The data set forth herein is for informational purposes only, and, although OAK STREET HEALTH reserves the right to correct any errors, omissions, or inaccuracies, no warranty is made that the information is error-free. Please note that once you leave an Application or arrive at an Application from another non-OAK STREET HEALTH location, either by using a link we may have provided for your convenience or by specifying your own destination, OAK STREET HEALTH accepts no responsibility for the content, products and/​or services provided at these non-OAK STREET HEALTH locations. OAK STREET HEALTH does not control, endorse, promote or have any affiliation with any other website or software application (including mobile applications) unless expressly stated herein. Your access and use of the Service is solely at your own risk.

LIMITATION OF LIABILITY

IN NO EVENT WILL OAK STREET HEALTH OR ITS EMPLOYEES, OFFICERS, DIRECTORS, AGENTS, AFFILIATES, SUPPLIERS, VENDORS, LICENSORS, CO-BRANDERS OR PARTNERS (“OAK STREET HEALTH PARTY”) BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT, SPECIAL OR OTHER CONSEQUENTIAL DAMAGES ARISING OUT OF ANY USE OR PERFORMANCE OF THE SERVICES, OR ANY OTHER HYPER-LINKED WEBSITE OR SOFTWARE APPLICATION [(INCLUDING MOBILE APPLICATIONS)], INCLUDING, WITHOUT LIMITATION, ANY LOST PROFITS, BUSINESS INTERRUPTION, LOSS OF PROGRAMS OR DATA ON YOUR EQUIPMENT, OR OTHERWISE, EVEN IF WE ARE EXPRESSLY ADVISED OF THE POSSIBILITY OR LIKELIHOOD OF SUCH DAMAGES.

WITH RESPECT TO PRODUCTS OR SERVICES PURCHASED THROUGH THIRD PARTIES , IN NO EVENT SHALL ANY OAK STREET HEALTH PARTY BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES, OR ANY DAMAGES WHATSOEVER, RESULTING FROM ANY LOSS OF USE, LOSS OF PROFITS, LITIGATION, OR ANY OTHER PECUNIARY LOSS, WHETHER BASED ON BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY, OR OTHERWISE, ARISING OUT OF OR IN ANY WAY CONNECTED WITH THE PROVISION OF OR FAILURE TO MAKE AVAILABLE ANY SUCH PRODUCTS, GOODS, OR SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

ANY LIABILITY ON THE PART OF THE OAK STREET HEALTH PARTY, IN THE AGGREGATE, SHALL NOT EXCEED THE FEES PAID BY THE USER FOR THE PARTICULAR INFORMATION OR SERVICE PROVIDED OR $25, WHICHEVER IS GREATER.

You acknowledge and agree that the limitations set forth above are fundamental elements of this Agreement and the Service would not be provided to you absent such limitations.

Your obligations

By using the Service, you affirm that you are of legal age to enter into this Agreement. You may register for an account if you are at least 18 years old. 

You agree to provide true, accurate, current, and complete information in connection with the Service. 

You agree to use the Service only for lawful purposes. You agree not to interrupt or attempt to interrupt the operation of the Service in any way. Any conduct by you that, in our sole discretion, restricts, inhibits, or interferes with the ability of any other user to enjoy the Service will not be tolerated, including by means of hacking or defacing any portion of the Service, or by engaging in spamming, flooding, or other disruptive activities. You must not transmit or otherwise make available through or in connection with the Service any virus or other computer code, file or program that is potentially harmful or invasive or intended to damage or hijack the operation of, or to monitor the use of, any hardware, software or equipment. You are responsible for maintaining the confidentiality of your user ID and password and are fully responsible for all activities (including purchases, as applicable) that occur in connection with your user ID or password such that, for all purposes under this Agreement, any activities in connection with your user ID or password will be deemed to be your activities.

Ownership of the Applications

The Applications (including any content made available through the Applications) are the property of Oak Street Health (or its licensors) and are protected by applicable intellectual property laws. The Applications are licensed, not sold, to you. You may utilize the Applications only as permitted by this Agreement. You may not, and will not permit any other party to: (1) modify, adapt, alter, translate or create derivative works of the Applications; (2) use or merge the Applications, or any component or element thereof, with other software, databases or services not provided by Oak Street Health; (3) sublicense, distribute, sell or otherwise transfer the Applications to any third party; (4) use the Applications as a service bureau, or lease, rent or loan the Applications to any third party; (5) reverse engineer, decompile, disassemble or otherwise attempt to derive the source code or structure of the Applications; (6) interfere in any manner with the operation of the Applications; (7) circumvent, or attempt to circumvent, any electronic protection measures in place to regulate or control access to the Applications; (8) create a database by systematically downloading and storing the Applications; (9) use any robot, spider, site search/​retrieval application or other manual or automatic device to retrieve, index,​“scrape,​”data mine” or in any way gather the Applications or reproduce or circumvent the navigational structure or presentation of the Applications without our express prior written consent; or (10) use the Applications for any commercial purposes. You agree not to develop, distribute or sell any software or other functionality capable of launching, being launched from or otherwise integrated with the Applications. You may not remove, alter or obscure any copyright notice or any other proprietary notice that appears on or in the Applications.

We may freely use feedback you provide, including in future modifications of the Applications, other products or services, advertising or marketing materials. You grant Oak Street Health a perpetual, worldwide, fully transferable, sub-licensable, non-revocable, fully paid-up, royalty free license to use the feedback you provide to us in any way.

Third-Party Resources

The Applications may contain links to, or otherwise make available, third-party sites, Medicare plans, other insurance products, services, products, information, content, materials, merchandise, functionality and/​or other resources (“Third-Party Resources”). These Third-Party Resources and links and access to them are provided for your convenience and reference only. We do not control such Third-Party Resources and, therefore, we are not responsible for such Third-Party Resources, or any content posted on or made available by such Third-Party Resources. Be aware that we do not control, and we make no guarantees about, and disclaims any express or implied representations or warranties about such Third-Party Resources, including without limitation the security of any materials, or the accuracy, relevance, timeliness, completeness, or appropriateness for a particular purpose of the information or the resources contained on or made available by such Third-Party Resources or any other Internet sites. We reserve the right to terminate such links or such access at any time. The fact that we offer such links or access should not be construed in any way as an endorsement, authorization, or sponsorship of such Third-Party Resources, or any content made available thereby. Because some Third-Party Resources employ automated search results or otherwise link you to Third-Party Resources containing information that may be deemed inappropriate or offensive, we cannot be held responsible for the accuracy, copyright compliance, legality, or decency of material contained in or made available by Third-Party Resources, and you hereby irrevocably waive any claim against us with respect to such Third-Party Resources. Your use of any Third-Party Resources is subject to the third-party’s terms, conditions and policies applicable to such products, services or materials (such as terms of use or privacy policies of the providers of such products, services or materials). We are not responsible for the privacy and security of any information you share with that third-party, including your credit card or payment information. When you elect to receive these services from a third-party, you agree to hold that third- party responsible for any unauthorized use or disclosure of your personal information.

Trademarks

The Oak Street Health name and all other trademarks, service marks, trade names, logos, domain names, URLs and icons (“Marks”) appearing on this website, registered or not, are the property of Oak Street Health or their respective owners. Nothing on this website grants you any right or license to use any of the Marks on this site without the express written permission of Oak Street Health or the third-party owners of the Marks. Unauthorized use may violate trademark and other laws.

Plan Enrollment Applications

We may provide tools that enable you to enroll in and export information to third-party resources. By using one of these tools, you agree that we may transfer that information to the applicable third-party. Third-party resources are not under our control, and we are not responsible for any third-party resources’ use of your exported information. 

The Site may also contain links to third-party websites. Linked websites are not under our control, and you agree we are not responsible for their content.

If you decide to enroll in a third-party plan or insurance, you may be asked to provide an electronic signature which will be applied to your enrollment and to other required forms electronically, as applicable. Your electronic signature will be as legally binding and enforceable as if you had signed on paper with a pen.

If you decline the electronic signature process, we may decline to process your enrollment electronically if a signature is required. If required by applicable law, you may still apply with a paper enrollment form, but it could take longer to process it.

The hardware and software descriptions below that are what you will need to use Site for enrollment in Medicare plans or other health insurance and to receive consumer disclosures, written communications, plan documents, enrollment instructions and confirmations electronically (“Electronic Records”).

  • Hardware/​Operating Systems: Any PC or MAC with standard Operating Systems
  • Browsers: Oak Street Health is supported in full in
  • Google Chrome
  • Mozilla Firefox
  • Safari (Version 14 or later)
  • Microsoft edge

For the best possible experience, your web browser should be fully up to date.

  • PDF Reader: Adobe Reader version 8 or higher
  • Internet Bandwidth: High-speed internet connection recommended
  • A valid email address

The computer hardware and software used to access Site on the internet is all you will need to access the documents provided to you in electronic form. To retain copies of these documents, you may: 1) print them from the Site, or 2) save an electronic copy onto a computer. 

You are responsible for keeping your contact information up to date to ensure timely receipt of instructions and confirmations. You can update your contact information on your profile page at any time or by calling the toll-free number that appears on the Oak Street Health website.

Products and services offerings

“Oak Street Health” is the brand name used for products and services provided by one or more of the Oak Street Health group of subsidiary companies. 

The product and/​or services descriptions, if any, provided on this site are not intended to constitute offers to sell or solicitations in connection with any product or service. All products are not available in all areas and are subject to applicable regulation areas. 

Covered services and preferred benefits are provided under the terms of the applicable plan contract, including limitations and exclusions.

Anyone interested in a particular product should contact their agent to determine whether the product and/​or service is available in their jurisdiction, and to request a copy of the applicable policy or prospectus for a complete description of the product and/​or service in question.

Not a Substitute for Professional Health Care Advice

The health information contained in these Applications is general in nature and is not a substitute for professional health care. It is not meant to replace the advice of health care professionals. If you have specific health care needs, or for complete health information, we encourage you to contact Oak Street Health or other health care provider.

Forward-looking statements

Certain information related to financial and operating performance contained on the Applications is forward-looking. You should consider forward-looking statements to have been made only as of the date of their original publication and you should not put undue reliance on forward-looking statements. Those statements, while included on the Applications for historical reference, speak only as of the date of their original publication and have not been updated. We disclaim any intention or obligation to update or revise forward-looking statements, whether as a result of new information, future events, uncertainties or otherwise. Forward-looking information is based on management’s estimates, assumptions and projections, and is subject to significant uncertainties and other factors, many of which are beyond the control of Oak Street Health, CVS Heath Corporation or any of their affiliates (together, the​“Company”). The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking statements made by or on behalf of the Company. By their nature, all forward-looking statements are not guarantees of future performance or results and are subject to risks and uncertainties that are difficult to predict and/​or quantify. Actual results may differ materially from those contemplated by the forward-looking statements due to the risks and uncertainties described in our Securities and Exchange Commission filings, including those set forth in the Risk Factors section and under the heading​“Cautionary Statement Concerning Forward-Looking Statements” in our most recently filed Annual Report on Form 10‑K and our most recently filed Quarterly Report on Form 10‑Q.

Privacy

The privacy policy governing your access to and use of the Applications can be reviewed at our Privacy Policy which is hereby incorporated into this Agreement. 

Note that, depending on the benefits you select when using the Applications, you may be protected by federal and other law applicable to personally identifiable information about you such as health information protected by the Health Insurance Portability and Accountability Act (“HIPAA”).

Session data

You consent to the use of tracking technologies on the website to collect and record your real-time activities and movements across the Applications throughout your browsing session. You consent to our sharing of your session data with our vendors. Please review our Privacy Policy for more information about our collection, use, and sharing of session data.

Changes to the Applications 

Information may be changed or updated without notice. Oak Street Health has no obligation to update information presented on the Applications, so information contained herein may be out of date at any given time. Oak Street Health may also make improvements and/​or changes in the products and/​or programs described in this information at any time without notice.

Termination

Oak Street Health may suspend or terminate your use of or access to the Applications if you fail to comply with this Agreement. Such suspension or termination may result in the permanent deletion of your information or other previously available content. If you no longer agree to be bound by this Agreement, you must cease your use of the Service.

Not a solicitation

Nothing in this site should be construed as a solicitation or offer to purchase coverage from Oak Street Health, any of its affiliated companies, or any other company.

Telephone and Text Policy

By providing your residential or wireless phone and/​or fax number(s) to Oak Street Health or their affiliates you expressly consent to receive marketing and non-marketing autodialed and/​or prerecorded calls, and text messages from or on behalf of Oak Street Health or its affiliates at the number(s) provided. Your consent to receive calls or texts on your wireless device is not a condition of any purchase. Consent may be revoked at any time by calling 1-833–742-1939. You may also send an opt-out request via email to [email protected] with the phone you wish to opt-out. Your wireless carrier’s standard message and data rates may apply.

Text Messaging Terms and Conditions

Oak Street Health or one or more of its affiliates offers access to healthcare service messages via recurring SMS (Short Message Service) and MMS (Multimedia Message Service) text alerts. Enrollment in text alerts requires a patient or customer to provide his or her own mobile phone number with an area code within the 50 United States or the District of Columbia. By enrolling to receive messages from one of the Oak Street Health text alert programs, you agree to these terms and conditions, which become effective upon your enrollment. You may be asked to verify your mobile phone number before the service will start. This requires responding to a text alert sent to your mobile phone confirming your enrollment in this service.

You acknowledge that text alerts will be sent to the mobile phone number you provide to Oak Street Health. Such alerts may include limited personal information about your prescriptions or healthcare services, and whoever has access to the mobile phone or carrier account will also be able to see this information. Once you enroll, the frequency of text alerts we send to you will vary. You will typically receive text alerts when we have information for you about your healthcare. Oak Street Health does not impose a separate charge for text alerts; however, your mobile carrier’s message and data rates may apply depending on the terms and conditions of your mobile phone contract. You are solely responsible for all message and data charges that you incur. Please contact your mobile service provider about such charges.

The Oak Street Health text alert programs are offered on an​“as is” basis and: (1) may not be available in all areas at all times; and (2) may not continue to work in the event of product, software, coverage or other service changes made by your wireless carrier. Oak Street Health may change or discontinue any of its text alert programs without notice or liability to you. Oak Street Health and its related companies and each of their respective officers, directors and employees are not responsible and shall not be liable for any losses or injuries of any kind resulting, directly or indirectly, from any Oak Street Health text alert program or from technical failures or delays of any kind. Oak Street Health reserves the right to cease delivery of text alerts to any person at anytime in its sole discretion. Carriers are not liable for delayed or undelivered messages.

You may opt out of Oak Street Health text alerts at any time. To stop receiving Oak Street Health text alerts, text STOP to 53095 or 50582. Texting STOP to 53095 or 50582, will opt you out of any and all future Oak Street Health text messages. For questions about Oak Street Health text alerts, text the word HELP to 53095 or 50582, or contact Oak Street Health at 1–833-742‑1939.

Dispute Resolution

ARBITRATION AGREEMENT; JURY TRIAL WAIVER; CLASS ACTION WAIVER; JURISDICTION AND VENUE.

PLEASE READ THIS SECTION CAREFULLY. IT CONTAINS AN ARBITRATION AGREEMENT. THIS SECTION MAY SIGNIFICANTLY AFFECT YOUR LEGAL RIGHTS, INCLUDING YOUR RIGHT TO FILE A LAWSUIT IN COURT AND TO HAVE A JURY HEAR YOUR CLAIMS. THIS SECTION ALSO CONTAINS PROCEDURES FOR FINAL BINDING INDIVIDUAL ARBITRATION AND A WAIVER OF ANY AND ALL RIGHTS TO PROCEED IN A CLASS, COLLECTIVE, CONSOLIDATED, PRIVATE ATTORNEY GENERAL, OR REPRESENTATIVE ACTION (COLLECTIVELY, ​“CLASS ACTION”) IN ARBITRATION OR LITIGATION.

THIS SECTION ALSO ADDRESSES THAT YOU AND OAK STREET HEALTH ARE GIVING UP THE RIGHT TO HAVE A JURY TRIAL TO THE FULLEST EXTENT PERMISSIBLE BY APPLICABLE LAW AND TO FILE OR PARTICIPATE IN A CLASS ACTION SUBJECT TO THE LIMITED EXCLUSION BELOW. IN ARBITRATION, DISPUTES ARE RESOLVED BY AN ARBITRATOR, NOT A JUDGE OR JURY, AND THERE IS LESS DISCOVERY AND APPELLATE REVIEW THAN IN COURT.

Most customer concerns can be resolved by calling Customer Service at 833–742-1939. In the event Customer Service is unable to resolve a complaint to your satisfaction, this Section explains how any Dispute (as defined below) will be resolved.

For purposes of this Section, the terms ​“Oak Street Health,” ​“our,” ​“we,” or ​“us” include Oak Street Health, Inc., its subsidiaries or affiliates, as well as any of their respective present or future affiliates or subsidiaries, and any persons or entities (including agents, representatives, or employees) related to Oak Street Health or its present or future affiliates or subsidiaries.

a) Arbitration Agreement. YOU AND OAK STREET HEALTH AGREE THAT ANY DISPUTE (DEFINED BELOW) SHALL BE RESOLVED BY FINAL AND BINDING INDIVIDUAL ARBITRATION EXCEPT AS OTHERWISE PROVIDED HEREIN. NOTWITHSTANDING THE FOREGOING, EITHER PARTY MAY ELECT TO HAVE INDIVIDUAL CLAIMS HEARD IN SMALL CLAIMS COURT IF THOSE CLAIMS QUALIFY FOR SMALL CLAIMS COURT AND SO LONG AS THE MATTER REMAINS IN SUCH COURT AND IS NOT REMOVED OR APPEALED TO A COURT OF GENERAL JURISDICTION AND ADVANCES ONLY ON AN INDIVIDUAL (NON-CLASS ACTION BASIS). ANY DISPUTE OVER WHETHER CLAIMS QUALIFY FOR SMALL CLAIMS COURT IS FOR THE SMALL CLAIMS COURT TO DECIDE IN THE FIRST INSTANCE AND, IF NECESSARY, FOR A COURT OF COMPETENT JURISDICTION TO DECIDE.

You and Oak Street Health agree that this Agreement affects interstate commerce and that the Federal Arbitration Act, 9 U.S.C. § 1 et seq., and federal arbitration law apply to this Arbitration Agreement and govern all questions as to whether a Dispute is subject to arbitration.

For purposes of this Section, ​“Dispute” shall include, but is not limited to, any claims or controversies between you and Oak Street Health that are related in any way to this Agreement, including, but not limited to, your use of the Site, sales, returns, refunds, cancellations, defects, policies, privacy, advertising, and/​or any communications between you and Oak Street Health, whether occurring on the Site, in-store, or otherwise, even if the Dispute arises after the termination of your relationship with Oak Street Health. ​“Dispute” also includes, without limitation, claims that: (a) you bring against Oak Street Health; (b) Oak Street Health brings against you; © in any way relate to or arise out of any aspect of the relationship between you and Oak Street Health, whether based in contract, tort, statute, fraud, misrepresentation, advertising claims, or any other legal theory; (d) arose before you entered into this Agreement or out of a prior agreement with Oak Street Health (including, without limitation, claims relating to advertising); (e) are subject to ongoing litigation where you are not a party or a member of a certified class; and/​or (f) arise after the termination of this Agreement. ​“Dispute,” however, does not include disagreements or claims concerning patents, copyrights, trademarks, and trade secrets and claims of piracy or unauthorized use of intellectual property or claims for personal bodily injury, which shall not be subject to arbitration or the notice and informal process described below. The arbitrator shall decide all issues except for: (a) those that are specifically reserved for a court herein; (b) those issues relating to the scope, validity, and enforceability of the Arbitration Agreement or any of the provisions of this Section; © any issues arising from or relating to the arbitrability of any Dispute; and (d) whether the arbitration administrator cannot or will not administer the arbitration in accordance with this Arbitration Agreement—all of which are for a court of competent jurisdiction to decide. This Arbitration Agreement does not prevent you from bringing your Dispute to the attention of any federal, state, or local government agency.

  1. Mandatory Pre-Arbitration Informal Dispute Resolution. You and Oak Street Health agree to engage cooperatively to try to resolve any Dispute informally prior to you or Oak Street Health initiating an arbitration proceeding. You or Oak Street Health must first send a written notice to the other party providing a detailed description of the Dispute; your or our name and contact information (address, telephone number, email address, and account number if applicable); sufficient information to enable you or us to identify any transaction at issue (including any receipts or purchase details); and a detailed description of: (a) the nature and basis of the Dispute and any claims and (b) the nature and basis of the relief sought (including a detailed calculation of any damages). Your notice to us must be personally signed by you (and your attorney if you are represented by legal counsel). Our notice to you must be personally signed by an Oak Street Health representative (and our attorney if we are represented by legal counsel).

Your notice to Oak Street Health must be sent to Oak Street Health, Inc, c/​o The Corporation Trust Company, 1209 Orange Street, Wilmington, DE, 19801. Our notice to you must be sent to the most recent contact information that you have provided to us.

For a period of 60 days from the date of receipt of a completed notice from the other party, you and we will work together using reasonable efforts to try to resolve the Dispute. If requested by us in connection with a notice initiated by you, you agree to personally participate in an individualized telephone settlement conference (and if you are represented by an attorney, your attorney may also participate) to discuss a potential early resolution of the matter. If requested by you in connection with a notice initiated by us, we agree to have an Oak Street Health representative personally participate in an individualized, telephone settlement conference (and if we are represented by an attorney, our attorney may also participate). If the Dispute is not resolved within this 60-day period (which can be extended by agreement of the parties), you or we may commence arbitration consistent with the process set forth below. Compliance with this informal dispute resolution process is mandatory and a condition precedent to initiating arbitration.

Any applicable limitations period (including statutes of limitations) shall be tolled while the parties engage in this informal dispute resolution process.

If the sufficiency of a notice or compliance with this informal dispute resolution process is at issue, such issue may be raised with and decided by a court of competent jurisdiction at either party’s election, and the parties agree that any arbitration shall be stayed pending resolution of the issue. The court shall have the authority to enforce this condition precedent to arbitration, which includes the power to enjoin the filing or prosecution of a demand for arbitration. You or we may also elect to raise non-compliance with this informal dispute resolution process and seek relief in arbitration.

  1. Arbitration Rules and Procedures; Individualized Relief; Fees. To begin an arbitration proceeding, you must send an arbitration demand to National Arbitration and Mediation (“NAM”) with a copy to Oak Street Health, Inc, c/​o The Corporation Trust Company, 1209 Orange Street, Wilmington, DE, 19801, or we must send an arbitration demand to NAM with a copy sent to you at the most current address we have on file. The arbitration demand must be accompanied by a certification of completion of the informal dispute resolution process and a copy of the notice. The arbitration demand and certification must be personally signed by you and your attorney, if you are represented by legal counsel (if you are initiating arbitration) or by an Oak Street Health representative or our attorney, if we are represented by legal counsel (if we are initiating arbitration). By filing the arbitration demand, the party and its attorney initiating the arbitration represent that to the best of their information, knowledge, and belief, formed after a reasonable inquiry that: (a) the arbitration demand is not being presented for any improper purpose, such as to harass, cause unnecessary delay, or needlessly increase the cost of dispute resolution; (b) the claims or other legal contentions are warranted by existing law or by a nonfrivolous argument for extending, modifying, or reversing existing law or for establishing new law; and © the factual contentions have evidentiary support or, if specifically so identified, will likely have evidentiary support after reasonable opportunity for further investigation or discovery. The arbitrator is expressly authorized to impose any sanctions available under Federal Rule of Civil Procedure 11 on represented parties and their counsel.

The arbitration will be administered by NAM under its applicable rules, including the Comprehensive Dispute Resolution Rules and Procedures and/​or the Supplemental Rules for Mass Arbitration Filings, as applicable (“NAM Rules”), as modified by this Arbitration Agreement. The NAM Rules and fee information are available at www.namadr.com. If NAM is unavailable or unwilling to administer the arbitration consistent with the NAM Rules as modified by this Arbitration Agreement, the parties shall agree on an administrator that will do so. If the parties cannot agree on an administrator, they shall jointly petition a court of competent jurisdiction to appoint an administrator that will administer the arbitration consistent with the NAM Rules as modified by this Arbitration Agreement. Payment of all arbitration fees will be governed by the NAM Rules. Notwithstanding the foregoing, the arbitrator may issue an award pursuant to Federal Rules of Civil Procedure 11 and 68 as referenced in this Arbitration Agreement. Oak Street Health will consider a request to reimburse the consumer filing fee upon a demonstration of hardship. You and we agree that the parties have a shared interest in reducing the fees and costs and increasing the efficiencies associated with arbitration. Therefore, you or we may elect to engage with NAM regarding fees, and you and we agree that the parties (and your and our counsel, if you and we are represented) will work together in good faith to ensure that arbitration remains cost-effective for all parties.

You may choose to have the arbitration conducted by a phone, video, or in-person hearing, or through written submissions, except any Dispute seeking $25,000 or more or injunctive relief shall have an in-person or video hearing. You and Oak Street Health reserve the right to request a hearing in any matter from the arbitrator. You and Oak Street Health agree that you and an Oak Street Health representative will personally appear at any hearing (along with your and our respective legal counsel, if the parties are represented by counsel). If an in-person arbitration hearing is required, then it will be conducted at a location in the United States county where you live or work or such other location agreed upon by both parties.

The arbitration will be conducted by a single arbitrator who will apply this Agreement as a court would and will adjudicate any Dispute according to applicable law and facts based upon the record only. The arbitrator shall issue a reasoned written award. The cost-shifting provisions of Federal Rule of Civil Procedure 68 shall apply and be awarded by the arbitrator if required by the Rule. The arbitration award shall have no preclusive effect in any other arbitration or proceeding that does not involve you and Oak Street Health. An award that has been satisfied may not be entered in court.

UNLESS BOTH YOU AND WE AGREE OTHERWISE, ALL CLAIMS AND DISPUTES WITHIN THE SCOPE OF THIS ARBITRATION AGREEMENT MUST BE ARBITRATED OR LITIGATED ON AN INDIVIDUAL BASIS AND NOT ON A CLASS, REPRESENTATIVE, COLLECTIVE, OR PRIVATE ATTORNEY GENERAL BASIS. CLAIMS OF MORE THAN ONE PERSON CANNOT BE ARBITRATED JOINTLY OR BE CONSOLIDATED WITH THOSE OF ANY OTHER PERSON. ADDITIONALLY, YOU AND OAK STREET HEALTH AGREE THAT THE ARBITRATOR MAY AWARD INDIVIDUAL RELIEF AVAILABLE IN COURT (INCLUDING, WITHOUT LIMITATION, DAMAGES, DECLARATORY, INJUNCTIVE, OR OTHER EQUITABLE RELIEF) ONLY IN FAVOR OF THE INDIVIDUAL PARTY SEEKING RELIEF AND ONLY TO THE EXTENT NECESSARY TO PROVIDE RELIEF WARRANTED BY THAT PARTY’S PARTICULAR CLAIM. THE ARBITRATOR MAY NOT ISSUE A ​“PUBLIC INJUNCTION.” THE ARBITRATOR DOES NOT HAVE THE POWER TO VARY THESE CLASS ACTION WAIVER PROVISIONS. IF, FOR ANY REASON, A COURT OF COMPETENT JURISDICTION HOLDS THAT THESE RESTRICTIONS ARE UNENFORCEABLE WITH RESPECT TO A PARTICULAR CLAIM OR REQUEST FOR RELIEF (SUCH AS A REQUEST FOR PUBLIC INJUNCTIVE RELIEF), AND ALL APPEALS FROM THAT DECISION HAVE BEEN EXHAUSTED (OR THE DECISION IS OTHERWISE FINAL), THE PARTIES AGREE THAT THE PARTICULAR CLAIM OR REQUEST FOR RELIEF MAY PROCEED IN A COURT OF COMPETENT JURISDICTION BUT SHALL BE STAYED PENDING ARBITRATION OF ALL REMAINING CLAIMS AND REQUESTS FOR RELIEF.

  1. Additional Procedures for Mass Filings. You and Oak Street Health agree that these procedures (in addition to all others provided in Section) shall also apply if you choose to participate in a ​“Mass Filing” (defined below).

If 25 or more similar Disputes (including yours) are asserted against Oak Street Health by the same or coordinated counsel or are otherwise coordinated (“Mass Filing”), consistent with the definition and criteria of Mass Filing set forth in the NAM Rules, you understand and agree that by choosing to be part of a Mass Filing, these additional procedures shall apply, and the resolution of your Dispute might be delayed and ultimately proceed in court if not resolved through the process set forth below. The parties agree that throughout this process, their counsel shall meet and confer in an effort to informally resolve the Disputes, streamline procedures, address the informal exchange of information, modify the number of Disputes to be adjudicated and to promote efficiency, conservation of resources, and the resolution of claims.

If your claim is part of a Mass Filing, any applicable limitations periods (including statutes of limitations) shall be tolled for your Dispute from the time that the Mass Filing is first submitted to NAM until your Dispute proceeds in arbitration or is settled, withdrawn, otherwise resolved, or opted out of arbitration pursuant to this Section.

STAGE ONE: Counsel for the claimants and counsel for Oak Street Health shall each select 25 claims per side (50 claims total) to proceed as cases in individual arbitration proceedings as part of an initial staged process. Alternatively, either side’s counsel may elect to have their 25 cases selected randomly. The number of Disputes to be selected to proceed as part of this initial staged process can be increased by agreement of counsel for the parties (and if there are fewer than 100 Disputes, all shall proceed individually in Stage One). Each of the 50 (or fewer) cases shall be assigned to a different arbitrator and proceed in individual arbitrations. If a case is withdrawn without the consent of both parties, then another Dispute shall be selected consistent with the selection process referenced above to proceed as part of this Stage One. The remaining Disputes shall not be filed or deemed filed in arbitration nor shall any administrative fees be assessed or collected in connection with those claims until they are selected to proceed to individual arbitration proceedings as part of a staged process. If after this initial set of proceedings the parties are unable to informally resolve the remaining Disputes, they shall participate in a global mediation session with a retired federal or state court judge to be jointly selected by counsel for the parties in an effort to resolve the remaining Disputes (as informed by the adjudications of cases in Stage One), and Oak Street Health shall pay the mediator’s fee.

STAGE TWO: If the remaining Disputes have not been resolved at the conclusion of Stage One, counsel for the claimants and counsel for Oak Street Health shall each select 50 Disputes per side (100 claims total) to be filed and to proceed as cases in individual arbitrations as part of a second staged process, subject to any procedural changes the parties agree to in writing following mediation or through continuing, good faith discussions. Alternatively, either side’s counsel may elect to have their 50 Disputes selected randomly. The number of Disputes to be selected to proceed as part of this second staged process can be increased by agreement of counsel for the parties (and if there are fewer than 200 Disputes, all shall proceed individually in Stage Two). No more than 3 cases may be assigned to a single arbitrator to proceed individually unless the parties agree otherwise. If a case is withdrawn without the consent of both parties, then another Dispute shall be selected consistent with the selection process referenced above to proceed as part of this Stage Two. The remaining Disputes shall not be filed or deemed filed in arbitration nor shall any administrative fees be assessed or collected in connection with those claims. After this second set of staged proceedings is completed, the parties shall engage in a global mediation session of all remaining Disputes with a retired federal or state court judge to be jointly selected by counsel for the parties in an effort to resolve the remaining Disputes (as informed by the adjudications of cases in Stages One and Two), and Oak Street Health shall again pay the mediator’s fee.

Upon the completion of the global mediation session set forth in Stage Two, each remaining Dispute (if any) that is not settled or not withdrawn shall be opted out of arbitration and may only proceed in a court of competent jurisdiction consistent with this Agreement. Notwithstanding the foregoing, counsel for the parties may mutually agree in writing to proceed with the adjudication of the remaining Disputes in individual arbitration proceedings consistent with the process set forth in Stage Two (except Disputes shall be randomly selected and mediation shall be elective by agreement of counsel for the parties) or through another mutually-agreeable process.

A court of competent jurisdiction shall have the authority to enforce the Additional Procedures for Mass Filings section of the Arbitration Agreement, including by enjoining the Mass Filing, and the prosecution or administration of arbitrations.

The Additional Procedures for Mass Filings section of the Arbitration Agreement and each of its requirements are essential parts of this Arbitration Agreement. If, after exhaustion of all appeals, a court of competent jurisdiction decides that this section applies to your Dispute and is not enforceable, then your Dispute shall not proceed in arbitration and shall only proceed in a court of competent jurisdiction consistent with the remainder of this Agreement.

  1. Opt-out. You have the right to opt out of arbitration by sending your personally signed, written notice of your decision to opt out to the following address: Oak Street Health, Inc, c/​o The Corporation Trust Company, 1209 Orange Street, Wilmington, DE, 19801, postmarked within 60 days of the first time you agreed to terms with Oak Street Health that included an arbitration agreement. You must include: (a) your name and residential address; (b) the email address and/​or telephone number associated with your account; and © a clear statement that you want to opt out of arbitration and seek to have any Dispute addressed in a court of competent jurisdiction consistent with this Agreement. By opting out of arbitration, all other provisions in this Agreement, including the class action waiver and jury trial waiver, remain in effect to the fullest extent permissible by applicable law.
  2. Severability and Survival. Except as specifically provided in the Arbitration Agreement (e.g., the Additional Procedures for Mass Filings), if any part or parts of this Arbitration Agreement is/​are found by a court of competent jurisdiction to be invalid or unenforceable as to your Dispute, then such specific part or parts shall be of no force and effect and shall be severed, and the remainder of the Arbitration Agreement shall continue in full force and effect. This Arbitration Agreement will survive the termination of this Agreement.
  3. Future Changes to Arbitration Agreement. If we make any future changes to this Arbitration Agreement (other than a change to our mailing address), you may reject any such change by sending your personally signed, written notice to the following address: Oak Street Health, Inc, c/​o The Corporation Trust Company, 1209 Orange Street, Wilmington, DE, 19801, postmarked within 30 days of the change. Such written notice does not constitute an opt-out of arbitration altogether. By rejecting any future change, you are agreeing that you will arbitrate any Dispute between you and Oak Street Health in accordance with this version of the Arbitration Agreement.

b) Waiver of Jury Trial; Waiver of Class Actions. TO THE FULLEST EXTENT PERMISSIBLE BY APPLICABLE LAW, YOU AND OAK STREET HEALTH WAIVE THE RIGHT TO A JURY TRIAL. YOU AND OAK STREET HEALTH ALSO WAIVE ANY RIGHT TO BRING OR PARTICIPATE IN A CLASS ACTION IN ARBITRATION OR IN LITIGATION IN COURT. NOTWITHSTANDING THE FOREGOING, THE PARTIES RETAIN THE RIGHT TO PARTICIPATE IN A CLASS-WIDE SETTLEMENT.

Governing Law

This agreement, your use of the service, and all related matters, regardless of your location, are governed solely by, and construed solely in accordance with, the laws of the United States (including federal arbitration law) and the State of Illinois, excluding any rules of private international law or the conflict of laws which would lead to the application of any other laws. Oak Street Health’s failure to insist upon or enforce strict performance of any provision of this Agreement shall not be construed as a waiver of any provision or right. Neither the course of conduct between you and Oak Street Health nor trade practices shall act to modify any provision of this Agreement. We may assign our rights and duties hereunder to any third-party at any time without notice to you.

Indemnity

You agree to indemnify and hold harmless Oak Street Health, and its officers, directors, employees, affiliates, agents and other third parties permitted to receive your information from any and all claims, liability and expenses, including reasonable attorneys’ fees and costs, arising out of your use of the Applications or your breach of this Agreement (collectively,​“Claims”). Oak Street Health respectively reserves the right, in its sole discretion and at its own expense, to assume the exclusive defense and control of any Claims. You agree to reasonably cooperate as requested by us in the defense of any Claims.

Entire Agreement

This Agreement is the entire agreement between you and Oak Street Health and replace all prior understandings, communications and agreements, oral or written, regarding its subject matter. If any court of law, having the jurisdiction, rules that any part of this Agreement are invalid that section will be removed without affecting the remainder of the Agreement. The remaining Agreement will be valid and enforceable.

Last updated: August 13, 2025