Terms of Use

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

Health-E-Now Inc. (the "Service") is an Ontario-incorporated company that connects patients with independent CPSO-licensed Ontario physicians for virtual visits. Visits take place by video, audio, or async messaging, depending on clinical appropriateness. The treating physician — not Health-E-Now — is your healthcare provider. Health-E-Now provides the technology, scheduling, billing, and recordkeeping infrastructure.

This service is not for emergencies. If you are having a medical emergency, call 9-1-1 or go to the nearest emergency department.

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 for each visit (Ontario physicians are licensed only in Ontario).
• 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 our doctors can typically provide:

• 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 our doctors cannot provide via this Service:

• Controlled substances (narcotics, benzodiazepines, stimulants for ADHD)
• Hands-on physical examinations (we'll refer you in person if needed)
• Mental-health crisis intervention or suicidality assessment
• Emergency or urgent surgical care

Your 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. In that case we will refund the visit fee.

4. Fees and refunds

• 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

• Be in a private, well-lit space 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. 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. Health-E-Now 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.

10. 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.

11. 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.

12. Governing law + disputes

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in it. Any dispute will be brought in the courts of Ontario, except claims that must by law be heard elsewhere.

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

13. Contact

Health-E-Now Inc.
Email: hello@health-e-now.com
Privacy: privacy@health-e-now.com
Phone: 1-833-HEN-CARE

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.