Terms and conditions

Privamed Clinics Patient Portal Terms and Conditions

Last Updated: November 2025

SERVICE AGREEMENT FOR THE SERVICES OFFERED BY Clinique Privamed Inc. via the Patient Portal created and operated by Medfar solution

PLEASE READ THE PROVISIONS OF THIS AGREEMENT CAREFULLY.

BY SUBSCRIBING TO A MEMBERSHIP FOR YOURSELF OR FOR A THIRD PARTY, BY BEING A PRIVAMED MEMBER THROUGH YOUR OWN SUBSCRIPTION OR THAT OF A THIRD PARTY, OR SIMPLY BY ACCESSING THE SITE, YOU AGREE, WITHOUT RESTRICTIONS OR LIMITATIONS, TO BE BOUND BY THE TERMS AND CONDITIONS OF THIS AGREEMENT AND ITS PROVISIONS, PARTICULARLY THE DISCLAIMERS OF LIABILITY CONTAINED THEREIN.

THE TERMS AND CONDITIONS OF THIS AGREEMENT MAY BE AMENDED FROM TIME TO TIME.

Definitions

“Subscription” means the process by which a person takes out a membership with Privamed for themselves and possibly for other people. The “Subscriber” means a person who proceeds with a subscription.

“Membership” means the package that has been chosen to access Privamed’s Online Services. There are different packages, including, but not limited to: the Solo Membership (one Member), the Duo Membership (two Members), and the Family Membership (three to six Members with a maximum of two people aged twenty-one or older).

“Member” means a person who is registered in a Membership with Privamed, following a subscription made by themselves or by a third party. Only Members aged 14 and over can have a Member Number and a Password.

“Manager” means one of the Members of the Membership who manages the Membership. They must be 18 years of age or older and are responsible for the management of the Membership. One cannot be a Manager if they are not a Member. By default, the Subscriber becomes the Account Manager at the time of Subscription.

“Member Number” means the unique identifier of a given Member provided by Privamed. It corresponds to the username that must be used in conjunction with the password to connect to the Site.

“Password” means the personal password of a Member as chosen by them.

“Network” means Privamed’s network of medical clinics.

“Clinic” means one or more medical clinics in the Network where the Member receives care.

“Online Services” mean all services provided by Privamed to its Members through the Site, whether free or not, including, but not limited to: making appointments online for a consultation at one of the Network clinics, access to the EHR, and any other content distributed through the Site.

“Client or Patient” means any person who is registered in the Network.

“EHR” means all of a patient’s medical information (electronic health record).

“Profile” means all of a Member’s identification information as found in the Member index and which the Member can view or modify on the “my profile” page of the Site.

“Bank Card” means credit cards and debit cards that allow online payment.

Acceptance

The Services are made available to you by Privamed subject to your acceptance, as a Member or as a visitor to the Site, of the present terms and conditions of the agreement as set forth herein.

By subscribing to a Membership for yourself and for a third party, you confirm to Privamed that you are 18 years of age or older and that you consent to each of the conditions provided in this agreement. You understand that a Membership must have a Manager for the Services to be accessible online and that, during the Subscription, you are designated as the Manager. If a Membership no longer has a Manager, the Services will no longer be available.

As the Manager of the Membership, you also agree that Privamed reserves the right to terminate these Services at any time, either generally, or for one of the Members of your Membership in particular. If you disagree with these terms of service, do not use the Site and do not request the publication of your EHR.

If you have been registered as a Member by a third party and you disagree with this agreement, do not use the Services and do not log in to the Site. It is your responsibility to request the possible removal of your name from the list of Members from the Manager or directly from Privamed, but if you log in to the Site, you confirm to Privamed that you are 14 years of age or older and that you consent, as a non-Manager Member, to each of the conditions provided in this agreement.

You agree, as a Member, visitor, or Patient, to each of the following terms and conditions:

Subscription

Note that the subscription to the Privamed clinics patient portal allows you to have access to your electronic health record, online appointment booking at one of our clinics, as well as consultations at a preferential rate. Subscription is not mandatory, and it is always possible for you to see a doctor without subscribing to the online services.

You can subscribe to a Membership by one of the means below:

● Directly online from the Site.

● By calling one of the Network clinics directly.

Membership payment can be made on an annual or monthly basis. Subscriptions are always for a one-year duration, renewable by tacit renewal.

The choice of Membership type is made at the time of Subscription. Thereafter, only the Manager can modify the Membership type.

● For an increase in Membership, the modification will take effect only after the collection of the pro-rata difference for the remaining duration of the current Membership.

● For a decrease in Membership, the modification will take effect only on the renewal date of the Membership.

All modifications must be requested by the Manager from your Privamed clinic.

Payment and Renewal Conditions

Membership fees with applicable taxes are available on the Site or by calling one of the Network clinics.

Online payment and automatic renewal of the membership is done only by Bank Card. Payment by another means can only be done in a clinic.

By paying by Bank Card, you guarantee that you are the account holder of the Bank Card on which the Membership costs will be charged and that the information necessary for the direct debit of the Membership fees is valid. It is your responsibility to update, on the Site or by phone, any modification in your profile or concerning the credit card account information, and particularly the expiration date before it passes.

Unless you terminate your Membership, in accordance with these terms of service, an automatic debit of the annual cost of your Membership renewal will take place on your Bank Card on the anniversary date of the subscription.

For a monthly renewal, a monthly debit will take place on your bank card each month starting from the anniversary date of the subscription.

Failure to renew your subscription will reduce the Services, and all Members of the Membership will no longer be able to book appointments online and access their EHR.

The billing of your Membership with applicable taxes is done by Privamed in the name of the Membership Manager. The initial invoice and subsequent invoices are sent by email and are accessible from the Site, via the Manager’s file. Any request for a paper invoice may result in billing fees.

Information

The information provided in your EHR (lab results, radiology, consultations, etc.) is provided for informational purposes only. No representation or warranty, express or implied, is made by Privamed as to the accuracy, quality, and completeness of this information, data, and information. Each Member accepts and acknowledges that the information, data, and information provided by one or more providers may contain opinions and recommendations, but that Privamed cannot be held responsible for the opinions and recommendations contained in your EHR.

It is your responsibility to request explanations, information, advice, or corrections regarding your EHR from your clinic.

The EHR

The EHR contains a certain amount of information about the health status of each Member, including personal and confidential information. Each Member must proceed with the opening of their EHR if they wish for this information to be available on the Site.

Each Member aged 14 and over can decide whether or not to share the information in their EHR with the other Members of the same Membership. Each Member is fully responsible for the EHR access authorizations they grant to other people in their Membership. The management of authorizations is done on the Site by each Member individually, except for persons under 14, whose management is done by the Manager. Privamed cannot be held responsible for an unintended access to the EHR, following an error committed by one of the Members in the management of authorizations.

Manager; Management of Authorizations and Disputes

Every Membership has one and only one Manager who must be 18 years of age or older, whether acting for themselves or for a third party under a power of attorney. It is imperative that there be a Manager chosen from among the Members of the Membership for Privamed’s Online Services to be accessible. By default, the designated Manager is the person who makes the initial Subscription. Subsequently, the Manager can designate another Member of the same Membership as the new Manager, but they must request the change by calling their Clinic or Privamed and cannot do it on the Site.

The Manager is responsible for the payment of the Membership and the regularization of the situation of each Member. If a Member has an unpaid amount in one of the Network clinics, access to online appointment booking will be interrupted for all Members of the same Membership. It is up to the Manager to regularize the situation by contacting their clinic directly. The Manager systematically has access to all information of Members under 14 years of age whose information sharing authorizations they manage. Members under 14 years of age do not have personal access to the Services. Each Member aged 14 or over has their own access to the Services with their own Member Number and Password, and decides, by themselves, whether or not to share the information with another Member of their Membership. The management of information sharing authorizations is done on the Site by each Member individually. Privamed cannot be held responsible for an unintended access to information, following an error committed in the management of authorizations.

Password

After the Subscription, if the information is complete, including a unique email address for each Member of the Membership, an email will be sent to each Member individually, with the exception of Members under 14, with their Member Number which serves as the identifier for connecting to the Site and a temporary password.

Upon the first login, each Member must choose a personal password to replace the temporary password that was assigned, and follow the connection instructions to the Site before accessing the information. By accessing the information on the Site, each Member signifies and guarantees to Privamed that the information in their profile is complete, accurate, and truthful.

Each Member is responsible for maintaining the confidentiality of their identifier, their password, and their email access. Each Member will be held responsible for all modifications or data extractions carried out during a session opened using their identifier and password, whether these events were approved by them or not. Each Member is required to notify Privamed as quickly as possible of any unauthorized use of their identifier and password. Privamed cannot be held responsible or accountable, directly or indirectly, for any type of loss or damage incurred by a Member’s failure to comply with the constraints of this article.

Each Member agrees not to choose a password that can be easily discovered, such as their date of birth or other, and to change it from time to time to reduce the risks of unauthorized use. Each Member agrees not to disclose their password to anyone, in any way whatsoever, nor to write it down on any easily accessible document.

Conditions for Termination of the Membership by Privamed

Privamed reserves the right to suspend or terminate a Membership at any time, without specific justification and for all sorts of reasons including, without limitation: the bank card account is invalid; the Membership with Privamed contains incorrect or missing information; Privamed was unable to receive a payment; Privamed has determined, at its own discretion, that the use of the Site or Online Services by a Member has been, or is, contrary to these terms of service; Privamed suspects an illegal or inappropriate use of the Services.

Any such termination does not deprive Privamed of its rights and remedies which will extend beyond the termination. Reservations, limitations of liability, and compensation will continue to apply after the termination or expiration of the Membership.

Termination of the Membership by the Manager and Refund Policy

The Manager can terminate the Membership at any time directly on the portal or by making the request by phone to a Network clinic.

Any termination of a Membership, whether annual or monthly, will take effect on the renewal date of the current Membership and will apply to all Members of the Membership. Termination of a Membership will be without the possibility of a partial refund.

As soon as the termination takes effect, Members will no longer be able to book appointments online and the EHR will no longer be accessible.

Any loss of a part of the Online Services that is independent of Privamed will not give rise to any compensation or partial refund.

Immediately after the Subscription, and for a first Membership only, the Manager has a period of seven (7) days to cancel their Membership and request a refund by calling Privamed. However, during this seven (7) day period, no appointment must have been booked by one of the Members of the Membership with a Network Clinic. Whether the appointment was cancelled or not, any refund request will then be refused by Privamed.

Confidentiality and Privacy Policy

Privamed uses a secure internet connection to ensure the confidentiality of information circulating on the internet. Privamed does not send any information by email, apart from invoices, renewal notices, and appointment confirmations. Concerning EHR information, the only email that Privamed sends to Members informs them that there is a new message in their message box on the Site. To access the corresponding information, Members must identify themselves on the Site with their password. Every Member agrees that the use of the Online Services is at their own risk and that Privamed cannot be held responsible for any loss of confidentiality of the information provided to it.

Our website and Portal use cookies and similar technologies. Non‑essential cookies (e.g., analytics) are used only with your consent, which you can withdraw at any time via your browser settings or our cookie preferences tool. Essential cookies required for the Portal to function are always enabled. You can manage preferences via your browser settings or our cookie banner at any time.

Pricing

Privamed reserves the right to modify its prices, without justification, and without date constraint. The Manager will be informed by a Privamed email that will indicate the new prices at least one month in advance. Current Memberships will not be affected by price changes during the remaining duration of the Membership until the expiry date.

Trademarks and Copyright

Each Member acknowledges that all information, data, and information provided by the Online Services are the property of Privamed and/or its information providers, which are protected by laws relating to copyright, trademarks, service marks, or other applicable laws or any other applicable intellectual property rights. Any downloading, retransmission, reproduction, or modification must only be done with the prior consent of Privamed and/or the appropriate information providers except for any reproduction for personal purposes, otherwise the Member who engages in such operations is liable to legal prosecution.

Each Member agrees that the information, data, and information they receive are for personal use only or for a medical information need and that in all other cases, they cannot retransmit or otherwise provide information, data, and information to anyone. Each Member acknowledges that the information, data, and information are and remain the property of Privamed and/or its information providers.

All names, services, expressions, appellations, icons, words, or others may be brand names, trademarks, or service marks of their respective owners who may hold a license for use. The presence of brand names, trademarks, or service marks does not mean that any license has been granted to anyone.

Limitations of Liability

Neither Privamed, nor its directors, officers, employees, or agents, nor any information provider can be held responsible for the following:

● any inaccuracy, error, delay, interruption, or omission concerning information, data, and information;

● any loss or damage caused, in whole or in part, by contingencies beyond their control concerning the obtaining, interpretation, compilation, writing, formatting, presentation, or delivery of information, data, and information through the Services;

● technical failures of hardware or software of any kind, interrupted or unavailable network interconnections, or computer data transmissions that fail, are incomplete, distorted, or delayed, whether the cause is attributable to the Subscriber, a Member, Privamed, or a third party or any part of the equipment or programming related to the Online Services.

● any decision or action taken by a Member following information, data, or information obtained through the Services.

Notwithstanding the foregoing, each Member agrees that the liability, if any, of Privamed, its directors, officers, employees, or agents and its information providers arising from any type of legal action relating in any way to the Online Services cannot exceed the sum paid to Privamed for the Membership to the Services.

Each Member agrees that Privamed, its directors, officers, employees, and agents, and its information providers will not be responsible for any loss or damage arising from any cause beyond their control, including, but not limited to, acts or omissions, failure of electronic or mechanical equipment or communication lines, telephone, electronic, or other connection difficulties, unauthorized access, theft, power outages, labor disputes, or government intervention. This clause does not derogate from the obligation of the Clinic, which alone has the responsibility to ensure the maintenance of the medical file, its update, and its conservation under the conditions described by its professional order.

Privamed, its directors, officers, employees, and agents, and its information providers shall in no event be held liable for direct, indirect, special, consequential, or incidental damages and, in particular, for any loss of business, loss of profit, or loss of potential economic advantages, arising from the use or misuse of the Online Services, or the information, documents, or content of the Site, even if they have been informed of the possibility of such damages, nor for any action brought by another party. Privamed makes no warranty, express, implied, or statutory, regarding the Online Services, including information from its providers. In particular, but without limitation, Privamed makes no warranty as to the timely, truthful, sequential, complete, accurate, or continuous nature of the information, data, or information transmitted or exchanged; furthermore, Privamed gives no warranty, express or implied, of conformity for a particular purpose or use of this information, data, or information.

Privamed, its directors, officers, employees, and representatives cannot be held responsible for damages that may result from acts or actions taken in reliance on the information contained in the Online Services, nor for damages suffered following the disclosure of personal or confidential information transmitted to us via the internet.

Computer Virus

Although Privamed and its providers make all reasonable efforts to ensure that the content of the Services is free of computer viruses and other harmful elements, each Member agrees that they are solely responsible for taking the necessary precautions to protect their computer and its components, and any software they use, notably by using protection software or by producing a backup copy of any data they would like to protect against such perils.

Indemnification

Each Member hereby agrees to indemnify and hold harmless Privamed, its providers, directors, officers, employees, or agents, from any claim by any person arising from unauthorized use of the Site or a breach of any of the terms and conditions of this agreement.

Amendments

Privamed may modify the terms and conditions of this agreement or any other conditions of use of the Services from time to time, without further prior notice than that provided by posting on the Site in the “terms and conditions” menu with the update date.

The amendments will take effect on the update date. Each Member who disagrees with the new amended agreement may then cancel the renewal of their Membership according to the conditions described in this agreement.

Prohibited Use

Each Member agrees to be solely responsible for the use of the Services and undertakes to comply with all applicable laws relating to the use of the Online Services and their content. Privamed may verify and investigate any violation of any laws and collaborate with judicial authorities for the purpose of prosecuting offenders. The use of the Services and the Site for commercial purposes, including professional use, is strictly prohibited.

Jurisdiction

The patient portal was created and is operated by Medfar solution (address: ) and is administered by Privamed from its offices in Boucherville, province of Quebec, Canada. Privamed makes no representation and does not guarantee that this Site is adequate and available for use outside Quebec or Canada. If you access this Site from outside CANADA, you are responsible for ensuring that its use, its content, and the downloading of its content complies with the applicable laws in the jurisdiction from which you access it.

The terms and conditions of this agreement, its interpretation, and its application are governed by the laws of the province of Quebec, and the laws of Canada applicable therein.

The parties to this agreement hereby agree to submit to the jurisdiction of the courts of the province of Quebec and waive any challenge to this jurisdiction. To this end, the parties elect domicile in the city of Longueuil, province of Quebec, Canada.

Arbitration

Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall be finally resolved by arbitration in accordance with the Arbitration Rules of the ADR Institute of Canada, Inc. (or such other institutional rules as the Parties may agree). The seat of arbitration shall be Montreal, Québec. The number of arbitrators shall be one (or three, if the parties so agree). The language of the arbitration shall be French. The arbitral tribunal shall apply the laws of the Province of Québec and the laws of Canada applicable therein. The award shall be final and binding, and may be homologated by a court of competent jurisdiction in Québec.

General Provisions

Other sites: Privamed does not endorse or approve the content of other websites that may be accessed by hyperlink from this Site.

Modification of conditions: Each Member accepts that Privamed may, without notice, modify these conditions and notify the Member through the Site.

Interruption of Internet Service and termination: Each Member accepts and understands that the Services and the Site may be interrupted for any reason whatsoever and accepts all risks and consequences arising from any interruption. Privamed reserves the right to terminate your access to this Site entirely at any time.

Non-solicitation: The information, data, and information obtained through the Services do not in any way constitute a solicitation or any offer to purchase or sell.

Independent Clauses: The invalidity or nullity of one or more clauses of this agreement or a part thereof will not affect the other clauses of the agreement, which will continue to have their full effect.

The rights or obligations arising from this agreement are non-transferable by a Member without the express written consent of Privamed.

Each Member acknowledges having read this agreement for the use of Privamed Services and its conditions and consents to comply with them. As a Member, the simultaneous use of your identifier and password constitutes your signature and is equivalent to the manifestation of your consent. Privamed is not required to verify the true identity or the authority under which persons using an identifier and a password are acting. Each Member acknowledges having had the opportunity to obtain adequate explanations on the nature and extent of the conditions of this agreement for the use of Privamed Services.

Languages: The parties confirm that this contract is written in French only.

This English translation is provided for convenience. In the event of a discrepancy, the French version shall prevail.

Protection of Personal Information (Law 25)

The protection of your personal information is a priority for us. In accordance with Law 25 (Act modernizing legislative provisions respecting the protection of personal information in Quebec), we are committed to ensuring transparency, security, and respect for your privacy in the management of the data we collect.

We collect and process personal information for specific, legitimate purposes, including providing patient services, responding to your requests, managing appointments and communications, ensuring portal security, and improving our Services.

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, unless a longer period is required by law. Afterward, data is securely deleted or anonymized in accordance with our retention schedule.

When you browse our site, certain information may be collected automatically, such as your IP address, the type of device used, or the pages viewed. This data is used exclusively to improve your browsing experience and better understand your needs.

If you complete an online form (contact, information request, etc.), we only collect the information necessary to process your request. This information is kept securely and is not shared with any third party without your explicit consent.

You have the right to access, rectify, and withdraw your personal information at any time. To exercise these rights or for any questions related to our privacy policy, you can contact our personal information protection officer at the following address:

Marie-Ève Langlais – Courriel : me.langlais@privamed.com

We regularly update our practices to remain compliant with the requirements of Law 25 and the best practices in personal data protection.

We implement technical and organizational measures (encryption in transit and at rest where applicable, access controls, logging and monitoring, and employee confidentiality obligations). If a confidentiality incident presents a risk of serious harm, we will notify you and the Commission d’accès à l’information du Québec (CAI) as required.