1. Your Agreement to These Terms
By accessing or using the Medveil platform (website, mobile app, patient portal), you agree to be bound by these Terms of Service. If you do not agree to these terms, you may not use Medveil.
Medveil may update these terms at any time. We will notify you of material changes by email at least 30 days in advance. Your continued use of the platform constitutes acceptance of the updated terms.
2. Who Can Use Medveil
You may use Medveil only if you meet all of the following:
- You are 18 years of age or older. You must be a legal adult to enter into a contract for medical services.
- You are a resident of Ontario, Canada. Medveil operates exclusively in Ontario. If you move out of Ontario, you must inform us and your account may be suspended.
- You provide accurate, truthful information. Every detail in your intake form and health history must be honest. False or misleading information may result in account termination and denial of refunds.
- You have the legal capacity to contract. You are not under guardianship or subject to any legal restriction that prevents you from entering into this agreement.
Medveil may verify your residency, age, and identity at any time. You agree to provide valid identification upon request.
3. What This Platform Does and Does Not Do
What Medveil Provides
Medveil is a text-based telehealth platform that:
- Connects you with licensed Nurse Practitioners in Ontario
- Allows you to complete a confidential health intake questionnaire from home
- Provides clinical assessment of your eligibility for prescription-based treatment
- Issues prescriptions for medications (if clinically appropriate)
- Routes prescriptions to our compounding pharmacy partner for fulfillment
- Provides ongoing text-based follow-up and prescription management
Critical: What Medveil Is NOT
It is essential that you understand the limitations of this platform:
- Medveil is not an emergency service. If you are experiencing a medical emergency, chest pain, difficulty breathing, severe allergic reaction, or any life-threatening condition, call 911 immediately. Do not use this platform.
- Medveil is not a replacement for a family doctor. This platform provides specialized consultation for specific prescription treatments only. You should maintain a relationship with a primary care physician for general health management, preventive care, and acute illnesses.
- Medveil does not provide in-person examinations. All assessments are based on the information you provide. A Nurse Practitioner cannot physically examine you and cannot detect conditions that require hands-on assessment.
- Medveil does not provide diagnosis of new conditions. If you report new or unexplained symptoms, you may be referred to a family doctor or emergency room for proper diagnosis.
- Medveil cannot provide care in a crisis. This is an asynchronous platform. Response times may be up to 24 hours. If you need immediate clinical judgment, see your family doctor or go to an emergency room.
- Medveil does not guarantee that you will receive a prescription. A Nurse Practitioner makes the clinical decision independently. Even if you believe you meet the criteria, the practitioner may determine that treatment is not clinically appropriate for you. See Section 6 for details on prescription decisions.
Conditions That May Disqualify You
Medveil cannot prescribe treatment if you have certain medical conditions, medication interactions, or other contraindications. Examples include (but are not limited to):
- Uncontrolled high blood pressure
- History of pancreatitis or thyroid disease (for GLP-1 medications)
- Pregnancy or active attempts to become pregnant
- Certain medications that interact with prescribed treatments
- Recent stroke or heart attack
- Unmanaged mental health conditions (if relevant to treatment)
- Active substance abuse or addiction
If you are disqualified, you will receive a full refund of your platform fee.
4. Your Obligations as a Patient
By using Medveil, you agree to the following obligations:
Provide Accurate, Complete Health Information
You must answer every question in your intake form honestly and completely. This includes disclosing all medications, supplements, allergies, past medical conditions, and surgical history. Omitting or falsifying information could result in an unsafe prescription or serious harm to your health. If your health situation changes after your initial intake, you must disclose it to the Nurse Practitioner.
Respond to Required Follow-Up
A Nurse Practitioner may ask clarifying questions about your health history. You agree to respond to these questions promptly and honestly. If you do not respond within 72 hours, your assessment may be delayed or your intake may be closed without a prescription decision.
Maintain Communication
Medveil communicates via email and in-app messages. You are responsible for checking your email and the Medveil app regularly. It is your responsibility to ensure you can receive messages at the email address you provide.
Report Side Effects and Complications
If you experience side effects, concerning symptoms, or complications after starting a prescribed medication, you must report them to your Nurse Practitioner. Serious symptoms should be reported to your family doctor or emergency room, not only to Medveil.
Follow Medical Advice
If a Nurse Practitioner recommends that you see a family doctor, undergo testing, or seek other care, you agree to follow that recommendation. You assume the risk of not following medical advice.
Do Not Share Your Account
Your Medveil account is for your personal use only. You may not share your login credentials or allow anyone else to use your account. You are responsible for all activity on your account.
Use the Platform Lawfully
You agree not to use Medveil for any illegal purpose or in violation of any laws. This includes attempting to obtain controlled substances by deception or misrepresenting your health status.
5. Independence of Nurse Practitioners
You understand and acknowledge that:
- Nurse Practitioners are independent professionals. Medveil does not dictate what prescriptions they issue. They make clinical decisions based on their professional judgment and medical standards, not on pressure from Medveil or your preferences.
- You have no guarantee of a prescription. Even if you meet basic eligibility criteria, a Nurse Practitioner may determine that treatment is not appropriate for you. This is a clinical decision protected by professional autonomy.
- The Nurse Practitioner is liable for their decisions. The prescribing practitioner is personally accountable for any prescription they issue. They carry professional liability insurance.
- You can appeal a refusal. If you are declined, you may request clarification from the Nurse Practitioner. However, you cannot appeal or override their clinical judgment. A second opinion requires a separate consultation.
6. What Happens If You Are Not Approved for a Prescription
If a Nurse Practitioner determines that you do not meet the clinical criteria for treatment, you will be declined and given a reason in writing.
Refund Policy for Declined Patients
If you are declined for treatment, your platform fee will be refunded in full.
- Timing: Refunds are issued within 5 to 10 business days to your original payment method
- Reason: You will receive a written explanation of why you were not approved
- No reapplication: Once declined, you may not reapply for 90 days unless your medical circumstances have changed significantly
- No appeal beyond the clinic: The Nurse Practitioner's decision is final. Medveil does not override clinical decisions based on customer complaints
What Is NOT Refundable
- Medication cost (this is billed by the pharmacy partner, not Medveil, and is not refundable once dispensed or in production)
- Monthly platform fees after you have been approved and prescribed (you can cancel anytime but no refunds for past months)
- Fees for canceled or returned medication (work with the pharmacy on returns)
7. Subscription, Billing, and Cancellation
Subscription Structure
The Medveil platform fee is a monthly subscription of $69 per month. This covers access to the platform, the initial assessment, and ongoing text-based support for one treatment indication. You will be charged monthly on the same date each month.
Medication Is Separate
The platform fee does not include medication. If you are prescribed medication, the pharmacy will invoice you separately. Medication cost is typically $253 to $308 per month for branded options. You will see the exact price before your prescription is filled.
Payment Method
You authorize Medveil to charge your credit card or debit card on file each month. You are responsible for keeping your payment information current. If your card is declined, we will attempt to charge it again over the next few days. If payment fails repeatedly, your account may be suspended.
Cancellation: No Long-Term Commitment
Medveil has no long-term commitment. You can cancel your subscription anytime.
- How to cancel: Go to your account settings and select "Cancel subscription," or email support@medveil.ca
- When it takes effect: Cancellation takes effect at the end of your current billing cycle. You will not be charged again.
- Your data after cancellation: Your medical records are retained for seven years as required by law. You can request a copy at any time.
- No refunds for past months: If you cancel, you do not receive a refund for the current month or previous months
- Reactivation: You can restart your subscription at any time. We will retain your previous medical records.
Account Suspension
Medveil may suspend your account if you fail to pay your monthly fee, violate these terms, provide false information, or if you move outside of Ontario. A suspended account can be reactivated upon resolution of the issue.
8. Ownership of Content
The Medveil platform, website, app, and all educational content are owned by Medveil. You may not copy, reproduce, distribute, or republish any part of the platform without written permission.
Your medical records and communications belong to you. You have the right to access and request copies of your records at any time. See our Privacy Policy for details.
9. Limitation of Liability
To the fullest extent permitted by law, Medveil limits its liability for any damages, losses, or injuries you may experience.
How Medveil's Liability Is Limited
- Medveil's total liability to you for any claim is limited to the amount you paid to Medveil in the 12 months prior to the claim (usually $828, one year of platform fees)
- Medveil is not liable for any indirect, incidental, special, or consequential damages, including lost profits, lost data, or loss of use of the platform
- Medveil is not liable for errors, omissions, or delays in platform operation, or for the accuracy of content on the website
Important: Medveil Is Not Liable for Clinical Decisions
The Nurse Practitioner who provides care to you is an independent healthcare professional, not an employee of Medveil. Therefore:
- Medveil is not liable for any prescription, medication, or clinical decision made by a Nurse Practitioner
- Medveil is not liable for adverse effects, side effects, or complications from prescribed medication
- Medveil is not liable for delayed response to messages (our response time can be up to 24 hours)
- Medveil is not liable for your decision not to seek in-person care or emergency services
- The Nurse Practitioner's professional liability insurance covers their clinical decisions, not Medveil
Your Remedies
If you have a concern about a clinical decision or about Medveil's service, your remedies are limited to: (a) a refund of your platform fee if applicable, or (b) cancellation of your subscription. You cannot sue for damages beyond the amounts paid to Medveil.
10. You Assume the Risks of Using This Service
By using Medveil, you acknowledge and accept the following risks:
- Async communication delay: Medveil is not real-time. A Nurse Practitioner may take up to 24 hours to respond. If you need immediate medical attention, call 911 or go to an emergency room.
- Assessment without physical exam: A Nurse Practitioner cannot examine you. They may miss signs or symptoms that require hands-on assessment. This risk is inherent to telehealth.
- Medication side effects: All medications have side effects and risks. You are responsible for reporting side effects to your Nurse Practitioner or family doctor.
- Pharmacy fulfillment delays: The pharmacy partner may take 1 to 10 business days to fill and ship your prescription. You are responsible for planning ahead if you need medication urgently.
- Data breach: Although Medveil uses industry- standard security, no platform is 100% secure. There is a small risk that your information could be compromised in a breach.
- Platform outage: Technical problems may prevent you from accessing the platform or contacting your Nurse Practitioner for brief periods.
11. You Indemnify Medveil
You agree to defend and hold harmless Medveil, its employees, contractors, and Nurse Practitioners from any claims, damages, or costs (including legal fees) arising from: your use of the platform, your breach of these terms, your violation of any law, your medical decisions, or any injury or damage you suffer related to your use of Medveil.
12. Disclaimer of Warranties
The Medveil platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by law:
- Medveil makes no warranty that the platform will be error-free, uninterrupted, or secure
- Medveil makes no warranty that the platform will be suitable for your particular needs
- Medveil makes no warranty that Nurse Practitioners will be available at any specific time
- Medveil makes no warranty about the efficacy or safety of prescribed medications
- Medveil makes no warranty about the accuracy of health information on the website
13. Governing Law and Dispute Resolution
Governing Law
These Terms of Service and all disputes arising from your use of Medveil are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. You consent to the exclusive jurisdiction of the courts of Ontario.
Dispute Resolution
Before filing a lawsuit, you agree to attempt to resolve disputes informally:
- Contact Medveil at support@medveil.ca with a detailed description of the dispute
- Medveil will respond within 30 days and attempt to find a resolution with you
- If not resolved, either party may escalate to the Medveil privacy officer or legal team
If the dispute is still not resolved after these informal steps, either party may file a claim in the Ontario Superior Court of Justice.
No Class Action
You agree that any claim against Medveil must be brought in your individual capacity and not as a class action, collective action, or representative action.
14. Compliance with Laws and Regulations
Medveil operates in compliance with:
- Telehealth Regulation in Ontario: The Nurse Practitioners on Medveil are licensed in Ontario and operate under provincial regulations governing telehealth.
- Controlled Substances Legislation: All prescriptions are issued by licensed Nurse Practitioners in compliance with applicable drug regulations.
- Privacy Legislation: Your information is protected under PHIPA (Ontario) and is handled in full compliance. See our Privacy Policy for details.
- Professional Standards: All Nurse Practitioners must maintain active licenses with the College of Nurses of Ontario.
15. Contact Us
Questions about these Terms of Service? Contact us:
Medveil Support
Email: support@medveil.ca
Mail: [Your Legal Business Address], Ontario
For privacy concerns specifically, email privacy@medveil.ca
16. Entire Agreement
These Terms of Service, together with our Privacy Policy, constitute the entire agreement between you and Medveil regarding your use of the platform. They supersede all prior negotiations, representations, and agreements.