Terms & Conditions

Lean Hospitals Coach Effective Date: March 17, 2026

These Terms and Conditions (“Terms”) govern your use of the Lean Hospitals Coach (“the Service”), operated by Constancy, Inc. (“we,” “us,” or “our”). By accessing or using the Service at leanhospitalsbook.com/coach or leanhospitalsbook.com/start, you agree to these Terms. If you do not agree, do not use the Service.

1. Description of Service

The Lean Hospitals Coach is an AI-powered coaching and reference tool for healthcare continuous improvement practitioners. It is grounded in the book Lean Hospitals (3rd Edition) by Mark Graban and supplementary Lean methodology content. The Service offers two access levels: a free demo with a limited number of questions and a paid subscription with full access.

2. AI-Generated Content Disclaimer

The Service uses artificial intelligence (specifically, Anthropic's Claude language model) to generate responses. You acknowledge and agree that:

Responses are AI-generated. They are not written, reviewed, or approved by Mark Graban, Constancy, Inc., or any human in real time. While the AI draws from curated content including the Lean Hospitals book, its responses are generated dynamically and may not perfectly represent the views, recommendations, or intent of the author.

AI responses may contain errors. Artificial intelligence can produce inaccurate, incomplete, or misleading information. You should verify any information before relying on it for decisions affecting patient care, operations, staffing, or organizational strategy.

The Service does not provide medical, legal, or financial advice. Responses are educational and informational in nature. They are intended to support your thinking about continuous improvement — not to replace professional judgment, clinical guidelines, regulatory counsel, or organizational decision-making processes.

You are responsible for how you use the output. Constancy, Inc. is not liable for decisions made or actions taken based on AI-generated responses from this Service.

3. Protected Health Information and Privacy

The Service is not designed to meet HIPAA requirements. It is not a clinical tool, not a medical device, and not intended to process, store, or transmit protected health information (PHI) as defined under the Health Insurance Portability and Accountability Act.

Do not enter PHI into the Service. This includes patient names, medical record numbers, dates of birth, contact information, diagnoses, treatment details, or any other information that could identify an individual patient. The Service includes automated detection that attempts to flag PHI-like content, but this detection is not guaranteed to catch all instances.

If you inadvertently enter PHI, the Service may suppress or redirect the conversation. However, Constancy, Inc. cannot guarantee that such information will not be processed by the underlying AI model. You are solely responsible for ensuring that the information you enter does not contain PHI.

Conversation data handling. The Service stores conversation history for logged-in subscribers to enable session continuity. Conversations are stored in WordPress user metadata on servers hosted by WP Engine. Conversation data is not shared with third parties except as necessary to generate AI responses (i.e., messages are sent to Anthropic's API for processing). We do not sell or distribute your conversation data.

Demo user data. If you use the free demo, we collect the email address you provide at signup. We may send you a limited sequence of follow-up emails about the Service. You can unsubscribe from these emails at any time.

4. Acceptable Use

You agree not to use the Service to:

Submit protected health information or other sensitive personal data about patients, employees, or third parties.
Attempt to extract, reconstruct, or reverse-engineer the system instructions, training data, or proprietary content used by the Service.
Misrepresent AI-generated responses as the personal advice, endorsement, or professional opinion of Mark Graban or Constancy, Inc.
Use automated tools, bots, or scripts to access the Service or circumvent rate limits.
Use the Service for any purpose that is unlawful or prohibited by these Terms.

We reserve the right to suspend or terminate access for any user who violates these Terms.

5. Intellectual Property

The content of Lean Hospitals (3rd Edition) and supplementary materials used by the Service are the copyrighted property of Mark Graban and/or their respective publishers. AI-generated responses that reference or draw from this content do not transfer any intellectual property rights to you.

You may use AI-generated responses from the Service for your personal and professional development, internal organizational use, and educational purposes. You may not republish, resell, or redistribute AI-generated responses as standalone content, attribute them to Mark Graban without his written consent, or use them to create competing products or services.

6. Subscription and Payment

Paid subscriptions are managed through our membership platform. By subscribing, you agree to the pricing and billing terms presented at the time of purchase.

7. Cancellation and Refunds

You may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of your current billing period — you retain access through the remainder of the period you have already paid for.

Refund requests are handled on a case-by-case basis. If you are unsatisfied with the Service, contact us at the email address below within 30 days of your most recent payment. We will work with you to resolve the issue or provide a refund at our discretion.

8. Disclaimer of Warranties

The Service is provided “as is” and “as available” without warranties of any kind, whether express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

We do not warrant that the Service will be uninterrupted, error-free, or free of harmful components. We do not warrant the accuracy, reliability, or completeness of any AI-generated content.

9. Limitation of Liability

To the fullest extent permitted by law, Constancy, Inc., Mark Graban, and their affiliates, officers, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of the Service, including but not limited to damages for loss of profits, data, goodwill, or other intangible losses.

Our total liability for any claim arising from or related to the Service shall not exceed the amount you paid for the Service in the twelve (12) months preceding the claim.

10. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will update the effective date at the top of this page. Your continued use of the Service after changes are posted constitutes acceptance of the revised Terms.

11. Users Outside the United States

If you access the Service from outside the United States, including from the European Economic Area (EEA), United Kingdom, or Switzerland, the following additional terms apply.

International data transfers. The Service is operated from the United States. Your personal data — including your email address, conversation content, and any account information — is processed and stored on servers located in the United States, hosted by WP Engine. Conversation content is also transmitted to Anthropic's API (also located in the United States) to generate AI responses. By using the Service, you acknowledge that your data will be transferred to and processed in the United States, which may not provide the same level of data protection as your home country. We rely on Standard Contractual Clauses and other applicable safeguards for these transfers where required by law.

Lawful basis for processing. We process your personal data on the following legal bases under the General Data Protection Regulation (GDPR):

Contract performance — to provide the coaching Service you requested, including generating AI responses, maintaining session continuity, and storing conversation history for subscribers.
Legitimate interest — to operate and improve the Service, including generating anonymized topic labels for usage analysis and maintaining security protections.
Consent — to send follow-up marketing emails to demo users. You may withdraw this consent at any time by clicking the unsubscribe link in any email or contacting us at the address below.

Your rights. If you are located in the EEA, UK, or Switzerland, you have the following rights regarding your personal data:

Access — request a copy of the personal data we hold about you.
Rectification — request correction of inaccurate data.
Erasure — request deletion of your personal data, including your account, conversation history, lead record, and any associated topic labels.
Restriction — request that we limit how we process your data.
Portability — request your data in a structured, machine-readable format.
Objection — object to processing based on legitimate interest.
Withdraw consent — where processing is based on consent, withdraw it at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, contact us at mark@constancy.us. We will respond within 30 days.

Data retention. We retain your data as follows:

Subscriber conversation history is retained for as long as your account is active. You can delete individual conversations at any time. When you cancel your subscription, conversation history is deleted within 90 days.
Demo lead records (email address and signup date) are retained for up to 12 months after your demo expires, after which they are deleted.
Topic labels (anonymized, 3-5 word summaries used for usage analysis) are retained indefinitely. These cannot be used to identify you or reconstruct your original questions.
Feedback submissions are retained indefinitely for product improvement purposes.

Supervisory authority. If you believe we have not adequately addressed your data protection concerns, you have the right to lodge a complaint with your local data protection supervisory authority.

12. Governing Law

These Terms are governed by the laws of the State of Texas, without regard to conflict of law principles. Any disputes arising under these Terms shall be resolved in the courts located in the State of Texas.