Terms of Use · Health-E-Now

These terms are the agreement between you and Health-E-Now Inc. when you use our platform. Read them — they cover what we will and won't do, what you agree to, and how we resolve issues. By creating an account or starting a visit, you agree to these terms.

1. What Health-E-Now is — and what it isn't

Health-E-Now is a technology platform that facilitates connecting users with authorized providers for the provision of healthcare services. Health-E-Now Inc. (the "Service") is an Ontario-incorporated technology company that operates the website, scheduling, video, AI intake, recordkeeping, and billing infrastructure used by independent CPSO-licensed Ontario physicians ("authorized providers") to deliver care. Visits take place by video, audio, or async messaging, depending on clinical appropriateness.

Authorized providers are independent contractors, not employees or agents of Health-E-Now Inc. Each authorized provider is licensed, insured, and regulated by the College of Physicians and Surgeons of Ontario, and is the Health Information Custodian under PHIPA for the medical record they create. Health-E-Now Inc. acts as the provider's Electronic Service Provider and agent under PHIPA §10(4) and §17.

Health-E-Now Inc. does not practise medicine, does not provide medical advice, and is not responsible for the medical services rendered by authorized providers. The treating physician is solely responsible for clinical decisions, diagnoses, prescriptions, and the content of any document they sign.

This service is not for emergencies. If you are having a medical emergency, call 9-1-1 or go to the nearest emergency department. For mental-health crisis support call 9-8-8 (Suicide Crisis Helpline, Canada).

2. Eligibility

You must be at least 18, or have parental/guardian consent. Minors must be added as dependents by an adult account holder.
You must be physically present in Ontario at the time of each visit (Ontario physicians are licensed only in Ontario). You will be asked to re-confirm Ontario residency and Ontario physical presence at signup and again at the start of every visit booking.
You must verify your identity once with Stripe Identity before your first visit. CPSO requires this for all virtual care.
You must provide accurate, current information. Misrepresenting your identity or health is grounds for termination and may be reported to authorities.

3. Scope of care

What authorized providers on the platform can typically deliver:

Diagnosis and treatment for common acute conditions (UTI, pink eye, rashes, cold/flu, minor injuries, etc.).
Prescription refills for stable chronic conditions.
Sick notes and back-to-work notes.
Lab requisitions and basic referrals.
General health questions and second opinions.

What authorized providers on the platform cannot deliver via this Service:

Controlled substances (narcotics, benzodiazepines, stimulants for ADHD).
Hands-on physical examinations (the physician will refer you in person — at no charge from Health-E-Now Inc.).
Mental-health crisis intervention or suicidality assessment — call 9-8-8.
Emergency or urgent surgical care — call 9-1-1.

The treating physician will use clinical judgement and may decline to write any prescription or document if it isn't medically appropriate, even after you've paid a platform fee. Where the physician determines no consult is appropriate, the platform fee for that consult is refunded.

4. Fees, OHIP, and refunds

Health-E-Now is not a substitute for OHIP and is not a way to pay for faster access to medically necessary insured care. Membership and per-visit fees pay for uninsured services (services OHIP does not cover) and convenience features (scheduling, the patient portal, document storage, secure messaging, administrative drafting). When a visit involves an OHIP-insured medical service and you are OHIP-eligible, the treating physician bills OHIP for that service and you are not charged for it. See How we differ from OHIP for the line between the two and why the line matters legally under the Ontario Commitment to the Future of Medicare Act, 2004.

Visit fees are charged to the card you authorize at booking. Current pricing is shown on the booking screen and will be confirmed before you're charged.
If your treating physician determines no consult is appropriate (e.g., you need in-person care, you're outside Ontario, controlled-substance request), you will not be charged or you'll be refunded.
If you cancel ≥ 1 hour before your appointment, no charge.
If you no-show or cancel less than 1 hour before, the full fee applies.
Membership plans (when active) are charged monthly; cancel any time from Account → Payment; service continues to the end of the period you've paid for.

5. Your obligations

Choose a private spot with good lighting for your visit.
Provide complete, truthful health information. Withholding information may put you at risk and is grounds for the doctor to end the visit.
Do not record visits without the doctor's consent.
Don't share your account with anyone — book each family member as a separate dependent.
Use the Service for lawful purposes only.

6. Prescription delivery

Prescriptions are sent electronically to the pharmacy you choose. We don't dispense medications. Once a prescription is sent, the pharmacy is your point of contact for fill status, substitutions, and any issues with the medication.

7. Privacy

Our handling of your personal health information is governed by our Privacy Policy, which forms part of these terms. We are bound by Ontario's PHIPA and store your data in Canada.

8. Intellectual property

The Health-E-Now name, logo, design, and software are owned by Health-E-Now Inc. You may not copy, modify, distribute, or reverse-engineer any part of the platform except as expressly permitted. The medical content of your visit record is yours; you can export it any time from Account → Privacy.

9. AI acknowledgement

You acknowledge that the platform uses AI to assist with intake, transcription, and the drafting of clinical documents. AI does not diagnose, prescribe, or make clinical decisions. The treating physician reviews, edits, and signs every document. The signed document is the physician's responsibility, regardless of any AI assistance in its drafting. See our AI Disclosure for full detail. You may decline AI on any visit; declining does not affect your care.

10. User obligations + indemnification

You agree to use the Service only for lawful purposes and in accordance with these Terms. You will not (a) impersonate any person, (b) submit knowingly false information, (c) misuse the Service to attempt to obtain prescriptions or documents inappropriately, (d) interfere with or attempt to compromise the security of the Service, or (e) use the Service in any jurisdiction in which it is not authorized.

You will indemnify and hold harmless Health-E-Now Inc. and its officers, directors, employees, and contractors from and against any claim, loss, or expense arising from your misuse of the Service or your breach of these Terms — except to the extent that loss or expense was caused by Health-E-Now Inc.'s gross negligence or wilful misconduct.

11. Disclaimers + limitation of liability

The Service is provided "as is" without warranties beyond those required by applicable law. We don't warrant the Service will be uninterrupted or error-free.

Treating physicians are independent contractors, not employees of Health-E-Now Inc. Each treating physician is the Health Information Custodian under PHIPA for the medical record they create. Health-E-Now Inc. operates the platform as an electronic service provider and agent of the physicians, and is not the custodian. Health-E-Now Inc. is not liable for the medical judgement of your treating physician; the physician carries their own professional liability insurance. Our liability for the Service itself (technology, billing, scheduling) is limited, to the extent permitted by law, to the fees you paid in the 12 months preceding the claim.

Nothing in these terms limits our liability for: (a) gross negligence or wilful misconduct; (b) death or personal injury directly caused by our negligence; or (c) any other liability that cannot be limited by Ontario law.

12. Termination

You may close your account any time from Account → Privacy. We may suspend or terminate your account if you breach these terms, misuse the Service, or for safety reasons. Your medical record will be retained 10 years from your last visit per CPSO's regulation, regardless of account status.

13. Changes to these terms

We will email you about any material change at least 30 days before it takes effect. Continued use after the effective date is acceptance of the new terms.

14. Governing law, dispute resolution, severability, entire agreement

Governing law. These terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in it.

Dispute resolution. The parties will first attempt in good faith to resolve any dispute by direct negotiation, escalating to a senior representative of each side. If unresolved after 30 days, either party may submit the dispute to confidential, binding arbitration in Toronto, Ontario, conducted by a single arbitrator under the rules of the ADR Institute of Canada, in English. Notwithstanding the foregoing, either party may seek injunctive or equitable relief from a court of competent jurisdiction in Ontario for matters that cannot adequately be addressed in arbitration, and claims that must by law be heard in court will be brought in the courts of Ontario.

Severability. If any provision of these Terms is held unenforceable, that provision is severed and the remaining provisions continue in full force.

Entire agreement. These Terms, together with the Privacy Policy, AI Disclosure, Notice of Information Practices, and any other documents expressly referenced, are the entire agreement between you and Health-E-Now Inc. with respect to the Service and supersede any prior agreement or understanding on the same subject matter.

Modification. Health-E-Now may modify these Terms from time to time. Material changes will be communicated to you by email at least 30 days before they take effect, and continued use after the effective date is acceptance of the modified Terms.

Complaints about a treating physician's conduct may also be directed to the College of Physicians and Surgeons of Ontario.

Version: 2026-05-23-v2.

15. Contact

Health-E-Now Inc. (Ontario Corp. No. 1001412428)
2-558 Upper Gage Ave, Suite 316, Hamilton ON L8V 4J6
General: info@health-e-now.com
Privacy Officer: privacy@health-e-now.com
Security disclosures: security@health-e-now.com

These terms are provided as plain-language guidance for our patients. They are not a substitute for legal advice. If you have questions about how a clause applies to your situation, consult a lawyer.