Terms of Use

Last Updated: September 29, 2026

1. Acceptance of Terms

Care& Family Health ("Care&", "we", "us", or "our") requires users to acknowledge they have read, understood, and agree to be bound by these Terms of Use. Users must be 18 years of age or older, or have parental consent for minors.

This agreement covers:

• Healthcare delivery (primary, episodic, and specialized services)
• Digital services and platforms (patient portal at app.careand.ca)
• Telehealth consultations (phone and video)
• Our website at careand.ca

Care& reserves the right to modify these Terms at any time. Continued use of the Services after changes have been made signifies your acceptance of the updated Terms.

2. Scope of Services

2.1 Service Models

• Family Practice: Membership-based full-scope primary care with unlimited appointments
• Pay-Per-Visit (Episodic Healthcare): Short-term, pay-per-visit consultations for non-members
• Specialized Programs: Including but not limited to HIV PrEP, mental health, pediatric care, women's health, menopause care, and other specialized services as offered

2.2 Nature of Services

Care& Family Health provides Nurse Practitioner-led primary care services. Our Nurse Practitioners are registered with the College of Nurses of Ontario (CNO) and are authorized to diagnose and treat health conditions, order and interpret laboratory tests, prescribe medications, provide referrals to specialists, and perform medical procedures within their scope of practice.

2.3 Digital Platform

Patients can manage their accounts, access health records, and communicate with providers through our patient portal at app.careand.ca. Each person (including children) requires an individual account.

2.4 Lab Services

Care& members have access to our on-site lab. Our team collects your samples at the clinic, including blood work, urine tests and swabs, as part of your membership.

Your samples are then tested by an external laboratory. Testing is charged separately from your membership:

• If you have a valid Ontario health card and the test is covered by OHIP, the laboratory bills OHIP directly.
• If the test is not covered by OHIP, or you do not have valid OHIP coverage, you will be charged for it, either by the laboratory directly or by Care& on the laboratory's behalf, and you are responsible for that fee.

OHIP, not Care&, decides which tests are covered. If you want to know whether a test is covered before your sample is taken, ask your Nurse Practitioner.

Lab work that is part of a separately priced Care& service or program is covered by that service's pricing, not by your membership.

No imaging, ECGs or other diagnostic equipment are available on-site.

2.5 Service Limitations

Care& is a primary care clinic. We do not provide:

• Emergency medical services
• Insurance billing (OHIP is not accepted for memberships or appointments)
• Walk-in appointments
• In-person payment options
• Controlled substance prescriptions during pay-per-visit appointments
• 60-minute physical exams restricted to primary practitioner
• Prescription transfers between pharmacies (contact your pharmacy directly)

2.6 OHIP Coverage

Care& services are not covered by the Ontario Health Insurance Plan (OHIP). We operate as a private pay clinic with transparent pricing. Some extended health insurance plans may cover Nurse Practitioner services. Check with your insurance provider for coverage details. Lab tests processed by an external laboratory are handled separately. See Section 2.4.

3. Patient Responsibilities

As a patient of Care& Family Health, you agree to:

• Provide accurate and complete health information
• Adhere to treatment recommendations developed with your Nurse Practitioner
• Conduct yourself respectfully toward staff and other patients
• Pay all fees at the time of service
• Maintain the confidentiality of your account credentials
• Attend appointments on time and provide 4-hour cancellation notice when possible
• Disclose any health conditions that may affect visit safety
• Inform us of any changes to your health, medications, or contact information

4. Fees and Payment

4.1 Family Practice Annual

$450 CAD + HST per person per year. Includes:

• Unlimited consultations
• Screenings
• On-site lab services (see Section 2.4)
• Phone and video appointments
• Prescription refills
• Access to the patient portal and health records

4.2 Family Practice Monthly

$50 CAD + HST per person per month with a twelve-month minimum commitment. Monthly members receive the same services as Annual members listed in Section 4.1. Monthly members sign a separate agreement detailing the commitment terms. If you cancel before the twelve-month commitment is complete, the remaining balance for the commitment period may apply, subject to applicable provisions of the Ontario Consumer Protection Act, 2002. Please contact us to discuss your situation.

4.3 Pay-Per-Visit (Episodic Healthcare)

$100 CAD per visit. Pay-Per-Visit patients receive one appointment per payment, either in person at our Yorkville clinic or virtually by phone or video. Pay-Per-Visit patients do not have access to on-site laboratory services or prescription refill requests without an appointment.

4.4 Specialized Programs

Specialized programs have separate pricing disclosed individually at the time of enrollment.

4.5 Payment Terms

• All fees are due in advance before services are rendered
• We accept major credit cards and debit cards
• Memberships automatically renew at the end of each billing period (annually or monthly) unless cancelled before the renewal date
• A renewal reminder email is sent at least 14 days before your renewal date. This email will include your renewal date, the renewal price, and instructions for cancellation
• You may cancel your membership at any time by contacting us by email at helpdesk@careand.ca, by phone at (647) 951-4770, or through the patient portal at app.careand.ca. Cancellation takes effect at the end of the current billing period
• All prices are in Canadian dollars and subject to applicable taxes (HST)

4.6 Appointment Credits

No refunds are provided for appointments. Appointments cancelled with at least 4 hours advance notice will receive an appointment credit toward a future visit. Appointment credits expire after 12 months and are non-transferable. These are distinct from referral credits described in Section 4.9.

4.7 Refund Policy

Refunds are available within 30 days of the initial membership start date or annual renewal date if no services have been used, minus a $20 administrative fee. This applies to both first-time members and renewals. Contact us to discuss your situation.

4.8 Pricing Changes

Care& reserves the right to modify pricing with 30 days notice to existing members. Changes take effect at the next renewal date, not mid-subscription.

4.9 Referral Program

Care& offers a referral program for Family Practice members. When you refer someone who has never had a Care& membership and they subscribe using your referral code, both you and the referred person receive a $50 CAD referral credit. Referral credits can be used for any Care& service, including annual memberships, pay-per-visit appointments, and vaccinations. Referral credits cannot be applied to monthly membership payments. Referral credits do not expire and cannot be withdrawn as cash. There is no limit to the number of referrals you can make.

4.10 Billing Disputes

If you believe you have been incorrectly charged, contact us at helpdesk@careand.ca or (647) 951-4770 within 30 days of the charge. We will investigate and respond within 10 business days. You retain all rights to dispute charges through your payment provider.

5. Telehealth Services

5.1 Requirements

Patients using telehealth services consent to electronic communications and must ensure a private, safe environment with reliable technology for phone or video consultations.

5.2 Scope

Telehealth is appropriate for minor acute conditions and chronic disease follow-up. It is not appropriate for emergencies or conditions requiring physical examination. Referrals to in-person care may be required.

5.3 Geographic Restriction

Telehealth services are available only to Ontario residents who are physically located in the province during the appointment.

5.4 Recording

Recording telehealth sessions is strictly prohibited unless you receive explicit written permission from your healthcare provider.

6. Privacy and Data Use

Care& collects personal identifying information, health records, payment details, and technical data in compliance with PHIPA and PIPEDA. For full details, see our Privacy Policy.

6.1 Medical Scribe System

With your consent, clinical encounters may be recorded for transcription purposes. Audio recordings are automatically and permanently deleted immediately following successful transcription. Transcripts are retained as part of your confidential medical record.

6.2 Information Use

Your data is used for:

• Care coordination and treatment
• Scheduling
• Payment processing
• Quality improvement
• Research (with consent)
• Regulatory compliance

6.3 Patient Rights

You have the right to access your records, request corrections to inaccurate information, and withdraw consent for certain uses upon written request.

6.4 Electronic Communications

By accepting these Terms and creating an account, you consent to receive transactional electronic messages from Care& related to your care, including appointment confirmations and reminders, lab result notifications, prescription updates, account and billing notices, and renewal reminders. These messages are part of our service delivery and are exempt from CASL consent requirements.

We will seek your separate express consent before sending commercial electronic messages such as promotional offers, referral program invitations, or information about services you are not enrolled in. You may unsubscribe from commercial messages at any time using the unsubscribe link in each message, without affecting your transactional communications or membership.

7. Appointments and Cancellations

7.1 Booking

Appointments can be booked through the patient portal at app.careand.ca or by phone at (647) 951-4770. Care& is an appointment-based clinic. We do not accept walk-in patients.

7.2 Cancellation Policy

Appointments cancelled with less than 4 hours notice or missed without notification ("no-shows") will not receive credit and may result in:

• For Pay-Per-Visit patients: Loss of the appointment fee
• For Family Practice members: A warning for the first occurrence, and potential membership review for repeated no-shows

7.3 Late Arrivals

Please arrive on time for your appointment. If you arrive more than 10 minutes late, your appointment may need to be rescheduled to avoid disrupting care for other patients.

8. Patient Portal

8.1 Account Security

When you create an account on our patient portal, you agree to:

• Provide accurate and complete information
• Maintain the confidentiality of your login credentials
• Notify us immediately of any unauthorized access
• Accept responsibility for all activity under your account

8.2 Acceptable Use

You agree to use the patient portal only for legitimate healthcare purposes. You will not:

• Use the portal for fraudulent or illegal purposes
• Attempt to gain unauthorized access to our systems
• Interfere with the operation of the portal
• Upload malicious software or content
• Share your account credentials with others

8.3 Portal Communications

Messages sent through the patient portal are reviewed during regular business hours (Monday-Friday, 8am-5pm). The portal should not be used for urgent or emergency matters. Response times may vary.

9. Consent to Treatment

9.1 Informed Consent

Before receiving treatment, you will be provided with information about the proposed treatment, including potential risks, benefits, and alternatives. You have the right to ask questions and to refuse treatment.

9.2 Consent for Minors

For patients under 16 years of age, a parent or legal guardian must provide consent for treatment, except in circumstances where the minor is capable of consenting to their own treatment under Ontario law (mature minor doctrine).

9.3 Withdrawal of Consent

You may withdraw your consent to treatment at any time. Withdrawal of consent may affect our ability to provide you with certain services.

10. Intellectual Property

All content on our website and patient portal, including text, graphics, logos, images, and software, is the property of Careand Family Health Inc. or its licensors and is protected by Canadian and international intellectual property laws.

Care& and the Care& logo are registered trademarks of Careand Family Health Inc. (TMA 1,271,973 and TMA 1,271,974).

You may not copy, modify, distribute, or use our content without our prior written consent.

11. Limitation of Liability

11.1 No Guarantees

Care& makes no guarantees regarding specific outcomes or results from your treatment. Healthcare inherently involves risks, and results vary based on individual circumstances.

11.2 Liability Cap (Digital Services)

For claims arising from our website, patient portal, mobile application, or other digital services, Care& shall not be liable for indirect, consequential, or punitive damages to the maximum extent permitted by Ontario law. Total liability for digital service claims is limited to the amount paid for services in the twelve months preceding the claim, or $500 CAD, whichever is less.

Nothing in these Terms limits Care's liability for clinical negligence, malpractice, or personal injury arising from the provision of healthcare services. Healthcare liability is governed by applicable Ontario law and professional standards.

11.3 Excluded Liability

Care& is not liable for damages arising from:

• Inaccurate information provided by the patient
• Actions of external healthcare providers
• Emergency situation delays
• Digital platform technical issues
• Force majeure events
• Fees charged by external laboratories or other third parties

11.4 Indemnification

You agree to indemnify and hold harmless Care& and its officers, directors, employees, and agents from any claims arising from:

• Your misuse of our digital platforms
• Provision of fraudulent identity or payment information
• Material breach of these Terms

11.5 Website and Portal

Our website and patient portal are provided "as is" without warranties of any kind. We do not guarantee uninterrupted or error-free access to our digital services.

11.6 Force Majeure

Care& shall not be liable for any failure or delay in performing its obligations under these Terms due to events beyond its reasonable control, including:

• Natural disasters
• Government actions or regulations
• Pandemics or epidemics
• Labor disruptions
• Failures or interruptions in telecommunications or internet service

12. Termination

12.1 Termination by You

You may terminate your membership or use of our services at any time by contacting us. Termination does not entitle you to a refund of membership fees except as described in our Refund Policy (Section 4.7).

12.2 Termination by Care&

We reserve the right to terminate or suspend your membership or access to our services if:

• You breach these Terms of Use
• You engage in abusive or threatening behavior toward staff or other patients
• You repeatedly fail to attend scheduled appointments without notice
• We are unable to establish or maintain a therapeutic relationship
• Required for patient safety or legal compliance

We will provide at least 30 days notice before termination except in cases involving immediate safety concerns or serious misconduct, consistent with the College of Nurses of Ontario standards for continuity of care.

12.3 Your Records After Termination

Termination of your membership does not affect your right to access your health records. You may request copies of your health records at any time during the applicable retention period (see our Privacy Policy for details). Upon written request, Care& will facilitate the transfer of your health records to another healthcare provider.

13. Governing Law and Dispute Resolution

13.1 Governing Law

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. The exclusive venue for any legal proceedings is the courts of Toronto, Ontario.

13.2 Dispute Process

In the event of a dispute, we encourage the following process:

• Informal Resolution: Contact us directly to attempt an informal resolution. We will respond within 15 business days.
• Mediation: If informal resolution fails, either party may propose mediation in Toronto. Mediation costs will be split between the parties.
• Arbitration or Court: If mediation does not resolve the dispute, either party may elect to proceed to arbitration under the Ontario Arbitration Act or to the courts of Toronto, Ontario. Arbitration is voluntary and requires agreement from both parties.

Nothing in this section prevents you from exercising any rights you may have under the Consumer Protection Act, 2002, or from bringing claims in the Small Claims Court of Ontario for matters within its monetary jurisdiction. Each party will bear its own legal fees unless otherwise ordered.

13.3 Exceptions

Claims for injunctive relief, intellectual property disputes, and non-arbitrable claims may proceed directly in court. Either party may also bring claims in the Small Claims Court of Ontario for matters within its monetary jurisdiction.

13.4 Individual Proceedings

To the extent permitted by applicable law, disputes should be brought on an individual basis. This provision does not apply where prohibited by Ontario consumer protection legislation or other applicable law.

13.5 Time Limit

Claims must be brought within two (2) years from the date on which the claim was discovered or ought to have been discovered, in accordance with the Ontario Limitations Act, 2002.

13.6 Complaints

For concerns about care quality, you may contact:

• Our Chief Medical Officer
• The College of Nurses of Ontario (for concerns about Nurse Practitioner conduct)

14. Patient Acknowledgement

By using Care& services, you confirm that you have reviewed and accepted all terms, including our privacy policies, fee structures, and behavioral expectations. You have not relied on any representation, warranty, or statement made by Care& that is not expressly set forth in these Terms, and you understand that pricing and services may change.

15. Changes to Terms

We may modify these Terms from time to time. We will notify you of material changes by posting the updated Terms on our website with a new "Last Updated" date. Continued use of our services after changes constitutes acceptance of the modified Terms.

16. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

17. Entire Agreement

These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Careand Family Health Inc. regarding your use of our services. These Terms supersede all prior agreements, understandings, or representations, whether written or oral. No statement, representation, or promise made outside of these written Terms is binding on Care& unless contained in a separate written agreement signed by an authorized officer of Care&.

18. Non-Waiver

No failure or delay by Care& in exercising any right under these Terms shall operate as a waiver of that right. A single or partial exercise of any right shall not prevent further exercise of that or any other right.

19. Assignment

Care& may assign or transfer its rights and obligations under these Terms with reasonable notice to you. If an assignment changes the identity of your health information custodian, you will be notified in accordance with applicable privacy law. You may not assign or transfer any rights or obligations under these Terms without our prior written consent. Any unauthorized assignment by you is void.

20. Relationship of Parties

Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between you and Care&. Care& provides services as an independent entity.

21. Notices

All notices under these Terms will be delivered by email to the address on your account, through the patient portal, or by posting on our website. Notices to Care& should be sent to the address listed in the Contact section below.

22. Survival

Sections relating to intellectual property, limitation of liability, indemnification, dispute resolution, and any other provisions that by their nature should survive, will remain in effect after termination of these Terms or your membership.

23. Accessibility

Care& is committed to providing accessible services in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). These Terms and our Privacy Policy are available in accessible formats upon request. Contact us at helpdesk@careand.ca or (647) 951-4770 to request an accessible version.

24. Contact Information