Terms of service

1. Agreement

These terms govern your use of Nexus Letter Direct (“we”, “us”), operated as a private company. By creating an account, paying a deposit, or otherwise using the service, you agree to them.

You must be at least 18 years old and a veteran of, or currently serving in, the United States armed forces, or someone lawfully authorised to act on such a person's behalf.

2. What we provide

We arrange for a licensed physician to review medical and service records you supply, to consult with you, and to prepare a written independent medical opinion addressing whether a claimed condition is related to military service.

The written opinion is the deliverable. One opinion covers one claimed condition.

3. What we do not provide

• We are not affiliated with, endorsed by, or acting on behalf of the U.S. Department of Veterans Affairs or any government agency.
• We do not provide medical treatment, diagnosis, prescriptions, or ongoing care. A consultation under this service does not create a treating physician-patient relationship.
• We do not provide legal advice and do not represent you before the VA. We are not VA-accredited attorneys, agents, or representatives.
• We do not file, manage, appeal, or track your VA claim.
• We do not obtain your medical records on your behalf.

4. No guarantee of outcome

Purchasing an independent medical opinion does not guarantee any particular VA decision, disability rating percentage, effective date, or award of benefits. The VA weighs all evidence in your claims file and reaches its own conclusion.

Any statement by us about how claims are typically decided is general information, not a prediction about yours.

5. Physician independence

Physicians exercise complete and independent medical judgement. No employee, officer, or agent of ours reviews, edits, directs, or influences the substance of a medical opinion.

A physician may decline to provide a favourable opinion where, in their judgement, the available evidence does not support one. A physician may also decline to proceed at any point, including after a consultation. Payment does not entitle you to a favourable conclusion.

6. Your obligations

Submitting falsified records or knowingly false information is grounds for immediate termination without refund, and we will notify appropriate authorities where we are required or permitted to do so.

• Provide accurate, complete, and truthful information in your intake and consultation.
• Supply only records that are genuinely yours and that you are lawfully entitled to share.
• Do not alter, fabricate, or misrepresent any document you upload.
• Upload required records at least 72 hours before a scheduled consultation.
• Keep your account credentials confidential and tell us promptly if you believe they have been compromised.

7. Fees and payment

The total fee is $895 per condition, payable in two parts: a $149 deposit to begin, and a $746 balance payable after the opinion is completed and before the document is released.

Payments are processed by Stripe. We do not receive, transmit, or store your card details. Fees are stated in U.S. dollars and are exclusive of any taxes that may apply.

Refunds are governed by our refund policy, which forms part of these terms.

8. Delivery of the opinion

The completed opinion is released for download through your account after the balance is paid. It remains available for as long as your account remains open.

You may use the opinion in connection with your own VA claim and share it with your representative. You may not resell it, alter it, or present it as relating to anyone other than yourself.

9. Suspension and termination

We may suspend or terminate an account that breaches these terms, that we reasonably believe is being used fraudulently, or where continuing would require us to act unethically.

You may close your account at any time. Closure does not entitle you to a refund except as set out in the refund policy, and does not affect records we are required to retain.

10. Limitation of liability

To the maximum extent permitted by law, our total aggregate liability arising out of or relating to the service is limited to the amount you actually paid us for the request giving rise to the claim.

We are not liable for indirect, incidental, consequential, or punitive damages, including lost benefits, delayed benefits, or any VA decision or its consequences.

Nothing in these terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

11. Changes to these terms

We may update these terms. Where a change materially affects your rights, we will notify you by email and the updated terms take effect no sooner than 30 days afterward. The terms in force when you paid a deposit govern that request.

12. Contact

Questions about these terms should go to our support address, which is listed in the footer of every page.