MSK Release of Information Requester Portal Terms of Use and End User License Agreement

Last Updated: 10.22.2026

IMPORTANT: PLEASE READ THIS TERMS OF USE AND END USER LICENSE AGREEMENT (“EULA”) CAREFULLY BEFORE ACCESSING OR USING THE MSK RELEASE OF INFORMATION REQUESTER PORTAL (“REQUESTER PORTAL”). BY SELECTING “ACCEPT,” ACCESSING, OR USING THE REQUESTER PORTAL, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTAND, AND AGREE TO BE BOUND BY THE TERMS OF THIS EULA. IF YOU DO NOT AGREE, SELECT “BACK” AND DO NOT ACCESS OR USE THE REQUESTER PORTAL.

1. Eligibility and Authority

You may use the Requester Portal only if you are legally authorized to request the records or information sought through the Requester Portal.

If you access or use the Requester Portal on behalf of an organization, including an insurer, law firm, government agency, health care organization, auditing organization, disability determination entity, or other third party, you represent and warrant that:

  1. You are authorized to act on behalf of that organization;
  2. You are authorized to submit the applicable request;
  3. You have all permissions, authorizations, consents, legal process, or other documentation required for MSK to disclose the requested information; and
  4. You have authority to accept this EULA on behalf of yourself and, where applicable, the organization you represent.

You may not impersonate another person or organization or misrepresent your identity, authority, affiliation, or purpose for requesting information.

If at any time you cease to have legal authority to act for the organization or person on whose behalf you submitted a request, or otherwise cease to be authorized to access or receive the requested information, you must immediately discontinue access to the applicable request and must not download or otherwise obtain patient information through the Requester Portal.

2. Limited Right to Use the Requester Portal

Subject to your compliance with this EULA, MSK grants you a limited, revocable, non-exclusive, non-transferable right to access and use the Requester Portal solely for the lawful submission, administration, tracking, payment, receipt, and download of records requests for which you are authorized to make a request, including, where authorized, the right to download, print, and retain records made available to you through the Requester Portal solely for the lawful purpose for which the applicable records request was submitted and approved.

The Requester Portal and all software, interfaces, designs, functionality, documentation, and other technology used to operate the Requester Portal are owned by or licensed to MSK or its applicable licensors. Except for the limited right to use the Requester Portal expressly granted by this EULA, no right, title, license, or interest in the Requester Portal or its underlying technology is granted to you.

3. Account Access, Authentication, and Security

Access to the Requester Portal may require authentication through your email address, a code sent to that email address, or other authentication methods made available by MSK.

You are responsible for:

  • providing accurate and current contact and identifying information;
  • maintaining the security and confidentiality of your email account, authentication codes, credentials, and Requester Portal access;
  • preventing unauthorized persons from using your access credentials or authenticated Requester Portal session;
  • logging out of or otherwise securing the Requester Portal when your session is complete; and
  • promptly notifying MSK if you know or reasonably suspect that your Requester Portal access, credentials, email account, downloaded records, or other information obtained through the Requester Portal has been accessed, acquired, or disclosed without authorization.

You may not share authentication codes or other Requester Portal credentials with any person who is not independently authorized to access the Requester Portal.

Successful authentication does not, by itself, establish your identity or your legal authority to request or receive patient information. MSK may require additional verification before accepting, processing, or fulfilling a request or permitting access to records.

MSK may use authentication, verification, logging, and other security measures to operate, secure, maintain, and support the Requester Portal and to protect patient information. MSK may monitor, audit, and log access to and use of the Requester Portal, including authentication activity, requests, uploads, downloads, and other Requester Portal activity, as reasonably necessary to operate, secure, maintain, investigate misuse of, and support the Requester Portal and to comply with applicable law.

MSK may send administrative, authentication, security, request-status, or other Requester Portal-related communications to the email address you provide. You are responsible for maintaining an accurate email address and for securing access to that email account. Email communications may not be encrypted and therefore should not be used by you to transmit patient information or other sensitive information unless MSK expressly instructs otherwise.

4. Requests for Patient Information

When submitting a request, you must provide complete and accurate information reasonably requested by MSK, which may include information identifying you or the organization you represent, information identifying the patient whose records are requested, the purpose of the disclosure, and supporting documentation.

Where required, you must upload a valid authorization to release protected health information or other documentation sufficient to establish your legal authority to obtain the requested information.

Submission of a request through the Requester Portal does not itself establish a right to receive any particular information and does not require MSK to make a disclosure that MSK determines is not authorized or permitted by applicable law, the documentation submitted, or MSK’s applicable policies and procedures.

MSK may request additional information or documentation, reject or limit a request, or otherwise take steps reasonably necessary to verify the identity or authority of any individual making a request and the validity and scope of a request.

Any request status, estimated response date, anticipated completion date, or similar information displayed through the Requester Portal is provided for informational purposes only and does not guarantee that a request will be completed or records will be available by a particular date. Processing may depend on verification of the authority of the individual making a request, sufficiency of supporting documentation, payment of applicable fees, applicable law, and other requirements.

5. Your Representations Regarding Submitted Information

Each time you submit a request or upload information or documentation through the Requester Portal, you represent and warrant that:

  1. The information you provide is accurate and complete to the best of your knowledge;
  2. You have the legal right and authority to provide the information and documentation to MSK;
  3. any authorization, consent, subpoena, legal process, or other supporting documentation you submit is authentic, valid, and applicable to the request;
  4. you will request and use patient information only for the purpose represented to MSK and as permitted by applicable law; and
  5. Your use of the Requester Portal and any information obtained through it will comply with all applicable federal, state, and local laws and regulations.

You must not knowingly submit false, altered, fraudulent, expired, revoked, or misleading documentation.

You are responsible for ensuring that all recipient, mailing, email, delivery, and other destination information you provide is accurate and identifies a person or entity authorized to receive the requested information. MSK may rely on information you submit, subject to MSK’s verification procedures and applicable law.

6. Submitted Documents and Information

You are responsible for documents and other content you submit through the Requester Portal. You must not upload content that is unlawful, malicious, unrelated to a legitimate records request, or that you are not authorized to provide.

MSK may reject, quarantine, restrict, or remove uploaded content when reasonably necessary for security, legal, privacy, compliance, or operational purposes.

By submitting information or documentation through the Requester Portal, you authorize MSK and service providers acting on MSK’s behalf to access, receive, reproduce, store, process, transmit, and otherwise handle that information as reasonably necessary to authenticate you; evaluate and process your request; provide, host, maintain, secure, troubleshoot, support, and improve the operation of the Requester Portal; comply with applicable law; maintain records; and protect the security and integrity of the Requester Portal and MSK systems, in each case subject to applicable privacy and security requirements.

EULA does not transfer ownership of your submitted information to MSK and does not grant MSK any right to use submitted information for purposes unrelated to the applicable records-request process except as otherwise permitted or required by applicable law.

7. Patient Information and Records Received Through the Requester Portal

Information made available through the Requester Portal may contain confidential patient information, including protected health information.

You are responsible for maintaining the confidentiality and security of all records and information you receive or download through the Requester Portal and for using and disclosing such information only as permitted by applicable law and the authorization, legal process, or other authority supporting the request.

Once you download information from the Requester Portal, you are responsible for securing the downloaded information, including any copies stored on your devices, systems, networks, cloud services, or other storage locations.

You must not access, use, disclose, reproduce, transmit, or distribute patient information obtained through the Requester Portal for a purpose that exceeds the scope of your lawful authority.

Nothing in this EULA transfers ownership of MSK’s medical records, business records, intellectual property, or other proprietary information to you.

Records made available through the Requester Portal are limited to the records responsive to the applicable request and approved for release. They may not constitute the patient’s complete medical record and should not be understood or represented as such unless the request and MSK’s response expressly indicate otherwise.

Your obligations concerning the confidentiality, security, permitted use, and disclosure of patient information obtained through the Requester Portal continue after the information is downloaded and after your Requester Portal access or this EULA terminate, for so long as you retain or possess such information.

8. Downloads and Availability

Records approved for release may be made available for download through the Requester Portal for a limited period identified in the Requester Portal.

You are responsible for downloading authorized records before the displayed expiration date and for maintaining any records you are legally permitted or required to retain after downloading.

Certain downloads may be compressed, encrypted, or password-protected and may require compatible third-party software to access. You are responsible for maintaining appropriate software and systems for accessing downloaded files.

MSK may remove records from the Requester Portal after the applicable availability period expires. Expiration of a download does not necessarily prevent you from submitting a new request where otherwise permitted.

9. Fees and Payments

Certain records requests may require payment before records are released. Where payment is required, the Requester Portal may display the applicable payment requirement and instructions.

You are responsible for charges properly associated with requests you submit, subject to applicable law. Submission of payment does not expand the scope of a request or create a right to information that MSK is not otherwise authorized or permitted to disclose.

10. Prohibited Conduct

You may not, and may not permit another person to:

  1. Access or attempt to access another individual’s account, request, records, or information without authorization;
  2. Use another person’s identity, credentials, authentication code, or Requester Portal session;
  3. Submit fraudulent, falsified, altered, or misleading information or documentation;
  4. Use the Requester Portal to obtain patient information for an unauthorized or unlawful purpose;
  5. Circumvent or attempt to circumvent authentication, access controls, download restrictions, security controls, or other technical protections;
  6. Probe, scan, test, or exploit vulnerabilities in the Requester Portal except pursuant to MSK’s express written authorization;
  7. Introduce malware, malicious code, automated attacks, or other harmful technology into the Requester Portal or systems supporting it;
  8. Interfere with, disrupt, damage, overload, or impair the Requester Portal or related systems;
  9. Scrape, harvest, systematically extract, or use automated means to access Requester Portal content except as expressly authorized by MSK;
  10. Reverse engineer, decompile, disassemble, modify, or create derivative works from Requester Portal software except to the extent such restriction is prohibited by applicable law;
  11. Remove or alter copyright, trademark, security, confidentiality, or proprietary notices; or
  12. Use the Requester Portal in violation of applicable law or the rights of MSK, a patient, or any third party; or
  13. Use automated tools, artificial intelligence, machine learning, bots, agents, or similar technologies to access, scrape, extract, harvest, or interact with the Requester Portal or information made available through the Requester Portal, except with MSK’s prior written authorization.

11. Privacy

MSK’s collection, use, and handling of personal information in connection with the Requester Portal is subject to applicable law and MSK’s applicable privacy practices and policies. 

The Requester Portal may provide access to the MSK Release of Information Requester Portal Privacy Policy (“Requester Portal Privacy Policy) separately from this EULA. The Requester Portal Privacy Policy is not a contract and does not create any contractual rights or obligations. Your acceptance of this EULA does not create any contractual rights or obligations under the Requester Portal Privacy Policy.

Your acceptance of this EULA does not replace any patient authorization, consent, acknowledgement, subpoena, legal process, or other documentation required for the release of patient information. You should not submit information through the Requester Portal unless it is necessary and appropriate for your request.

12. Requester Portal Is Not for Medical Care or Emergencies

The Requester Portal is provided for records-request purposes. It is not intended for obtaining medical advice, communicating with a patient’s treatment team, scheduling, or managing medical care, or addressing medical emergencies.

Information obtained through the Requester Portal should not be treated as a substitute for communication with an appropriate health care professional where clinical interpretation or medical advice is required.

13. Intellectual Property

MSK and its licensors retain all right, title, and interest in and to the Requester Portal and its underlying software, interfaces, graphics, designs, trademarks, service marks, logos, documentation, and other proprietary materials.

“Memorial Sloan Kettering,” “Memorial Sloan Kettering Cancer Center,” “Memorial Sloan-Kettering Cancer Center,” “MSK,” and associated names, marks, and logos may not be used, reproduced, or displayed except as authorized by MSK.

This Section does not grant MSK ownership of information or documentation that you lawfully submit on behalf of yourself or a third party.

14. Third-Party Services and Software

The Requester Portal may provide links to or require software or services supplied by third parties, including software used to access compressed or password-protected files. Third-party products and services are governed by the terms applicable to those products and services.

A link or reference to a third-party product or service does not, by itself, constitute MSK’s endorsement of that product or service. MSK does not control third-party services and is not responsible for changes to, interruptions of, or limitations in those services, except to the extent otherwise required by applicable law.

Epic Platform. The Requester Portal uses technology and services provided by Epic Systems Corporation (“Epic”). Epic is a technology provider supporting the Requester Portal and is not a party to this EULA. Certain Requester Portal functionality may depend on Epic technology, systems, or services. MSK may modify, suspend, or discontinue Requester Portal functionality as reasonably necessary in response to changes to or availability of the underlying Epic technology or services.

Relationship to Other MSK and Epic Services. The Requester Portal may link to, integrate with, or be accessible from other MSK or Epic-supported applications or services. This EULA governs your use of the Requester Portal. If you access another application or service through a link from the Requester Portal, the terms and privacy notices applicable to that application or service may separately apply.

Changes to, interruptions of, or limitations in Epic or other third-party technology may affect the availability or functionality of the Requester Portal. Such events do not alter any rights or obligations concerning access to or disclosure of medical records that exist independently under applicable law.

15. Availability, Changes to the Requester Portal, and Disclaimer

MSK may modify, maintain, interrupt, restrict, or discontinue all or any portion of the Requester Portal as reasonably necessary for operational, security, legal, regulatory, or other purposes.

MSK may update the terms of this EULA from time to time. Updated Terms will become effective when made available through the Requester Portal or as otherwise communicated to you. MSK may require you to accept revised Terms before continuing to use the Requester Portal. If MSK makes a material change, MSK may provide notice through the Requester Portal, by email to the address associated with your access, or by other reasonable means.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE REQUESTER PORTAL IS PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. MSK DOES NOT WARRANT THAT ACCESS TO THE REQUESTER PORTAL OR ANY TECHNOLOGY, SYSTEM, INTERFACE, INTEGRATION, OR THIRD-PARTY SERVICE SUPPORTING THE REQUESTER PORTAL WILL BE CONTINUOUSLY AVAILABLE, UNINTERRUPTED, ERROR-FREE, OR FREE FROM DELAYS OR TECHNICAL FAILURES, OR THAT EVERY DEVICE, BROWSER, APPLICATION, OR THIRD-PARTY SYSTEM WILL BE COMPATIBLE WITH THE REQUESTER PORTAL.

Nothing in this Section limits any obligation MSK may have under applicable law concerning patient records, privacy, security, or authorized disclosures.

16. Suspension and Termination of Access

MSK may suspend, restrict, or terminate your access to the Requester Portal if MSK reasonably determines that:

  • you have violated the terms of this EULA;
  • your credentials or account may have been compromised;
  • your use presents a security, privacy, legal, regulatory, or operational risk;
  • you have attempted to obtain information without appropriate authority;
  • suspension is reasonably necessary to protect patients, MSK, other users, or Requester Portal systems; or
  • suspension or termination is otherwise required by law.

You may stop using the Requester Portal at any time. Termination or discontinuation of Requester Portal access does not eliminate obligations concerning information previously obtained through the Requester Portal. In particular, your obligations concerning the confidentiality, security, permitted use, and disclosure of patient information continue for so long as you retain or possess that information.

The provisions that by their nature should survive termination, including provisions concerning submitted information, patient information and records, intellectual property, disclaimers, limitation of liability, governing law, and miscellaneous terms, will survive termination or expiration of this EULA.

17. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, MSK AND ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, SPECIAL, PUNITIVE, OR INCIDENTAL DAMAGES ARISING OUT OF OR RELATING TO YOUR ACCESS TO OR USE OF THE REQUESTER PORTAL, INCLUDING DAMAGES RESULTING FROM INTERRUPTION OR UNAVAILABILITY OF THE REQUESTER PORTAL; UNSUCCESSFUL, INCOMPLETE, DELAYED, OR INTERRUPTED TRANSMISSION OF DATA; LOSS OR CORRUPTION OF DATA; OR THE AVAILABILITY, OPERATION, OR FAILURE OF THIRD-PARTY SERVICES OR TECHNOLOGIES USED IN CONNECTION WITH THE REQUESTER PORTAL.

Nothing in the terms of this EULA excludes or limits liability, or alters any right or remedy, to the extent such exclusion, limitation, or alteration is prohibited by applicable law.

18. Governing Law and Venue

This EULA and any dispute arising out of or relating to the terms of this EULA or your use of the Requester Portal will be governed by the laws of the State of New York, without regard to its conflict-of-laws principles.

Except to the extent otherwise required by applicable law, you agree that disputes arising out of or relating to the terms of this EULA or your use of the Requester Portal may be brought in the applicable state or federal courts located in or serving New York, New York, and you consent to the jurisdiction and venue of those courts.

19. Severability; No Waiver

If any provision of this EULA is determined to be invalid, unlawful, void, or unenforceable, that provision will be enforced to the maximum extent permitted by law, and the remaining provisions will remain in effect.

MSK’s failure to enforce any provision of this EULA on one occasion does not waive its right to enforce that provision or any other provision on another occasion.

20. Entire Agreement; Relationship to Other Requirements

The terms of this EULA constitute the agreement between you and MSK concerning your access to and use of the Requester Portal. They do not replace, amend, expand, or limit any patient authorization, subpoena, court order, statutory right, regulatory requirement, confidentiality obligation, payment requirement, or other legal authority applicable to a particular records request.

If a separate acknowledgement, privacy policy, authorization, or other terms are presented through or in connection with the Requester Portal, those materials apply according to their terms and for their stated purposes. To the extent a separate legal authorization or applicable law governs whether or how MSK may disclose patient information, that authority controls with respect to the disclosure.

21. Contact

Questions concerning the Requester Portal and records request questions should be directed to  [email protected] or (646) 227-2089, or you may visit How to Get Your Medical Records at MSK.   

Technical questions or questions concerning access to the Requester Portal should be directed to the Help Desk at (646) 227-3337.

Questions regarding MSK privacy practices related to your used of the Requester Portal may be addressed using the contact information provided in the Requester Portal Privacy Policy.

ACCEPTANCE

By selecting “Accept,” I acknowledge and agree that:

  • I have read and agree to the terms of this EULA;
  • I am authorized to use the MSK Release of Information Requester Portal and to submit the records requests I make through it;
  • the information and documentation I submit will be accurate and, to the best of my knowledge, valid;
  • I will access, use, maintain, and disclose information obtained through the MSK Release of Information Requester Portal only as legally authorized; and
  • I am responsible for protecting my MSK Release of Information Requester Portal access credentials and the confidentiality and security of records I obtain through the MSK Release of Information Requester Portal.