Terms of Service

Overview

charlie Medical owns and operates a telemedicine platform consisting of applications, websites, content, products and services (collectively referred to as the “charlie Medical Platform”). The charlie Medical Platform enables registered users (“Users”, “you”, “your”, “patients”) to access telehealth services provided by healthcare professionals registered to practice in a province or territory of Canada (collectively, “Authorized Healthcare Professionals ”, Healthcare Providers”).

Definitions:

“Account” means a registered profile created by a Patient to access the Services provided by charlie Medical via the Platform.

“Account” means all data including Personal Information (PI) and Patient Health Information (PHI) related to a Patient's usage of the services conducted via charlie Medical.

“Active Account” refers to an Account that is currently in good standing and not subject to suspension or termination.

“Assessment” refers to the systematic evaluation conducted by a licensed healthcare professional through the charlie Medical platform.

“Assessment Fee” refers to the fee charged for each Assessment submitted via the charlie Medical Platform.

“Assessment Form” or “Eligibility Questionnaire” refers to the set of questions developed by us or by our professionals, working as partners, contractors and employees to collect pertinent information to assist with medical evaluations and to provide recommended treatment options.

“Authorized User” means an individual who is authorized to use charlie Medical Services under a Patient’s Account, where applicable.

“Billing Information” refers to any financial information, such as credit card numbers and billing addresses, necessary for the completion of transactions within the charlie Medical Platform.

“CASL” means Canada’s Anti-Spam Legislation governing the use of electronic communications.

“Client”, “User” or "Patient" refers to an individual who has created an Account to access charlie Medical.

“Compliance” refers to the requirement for users to act in accordance with charlie Medical Terms of Service, policies, and applicable law.

“Confidential Information” encompasses all non-public information, written or oral, disclosed through any means of communication by charlie Medical.

“Consultation” refers to the one-on-one virtual interactions between Healthcare Professionals and Patients for diagnosis, treatment, or advice.

“Content” includes (without limitation) all designs, graphics, pictures, illustrations, software, general health information for informational purposes, artwork, video, music, sound, names, words, titles, phrases, logos and marks displayed on the charlie Medical Platform, are owned or licensed by charlie Medical and are protected by copyright, trade-mark and other intellectual property laws.

“Credentials” refers to the unique identifiers such as usernames and passwords required for Account access.

“Data Breach” means unauthorized access or retrieval of Account Records, Personal Information, and other sensitive data.

“Encryption” refers to the use of algorithms to secure information during data storage and transmission.

“Healthcare Professionals” or “Healthcare Provider” refers to licensed medical professionals contracted by charlie Medical, responsible for providing healthcare services to patients.

“Inactive Account” refers to an Account that has not been used for a specified period and may be subject to deactivation.

“Intellectual Property” refers to proprietary content, trademarks, patents, and copyrights owned by charlie Medical or its licensors.

“Invoice” refers to the electronic billing statement provided to Patients for Services rendered by charlie Medical.

“charlie Medical Pharmacy Network” refers to any pharmacy that works with charlie Medical to provide enhanced prescription fulfillment services to patients.

“Opt-In” refers to the user’s explicit consent to receive specific types of electronic communication from charlie Medical.

“Pharmacy Services” refers to the preparation, dispensing, and delivery of medications by affiliated pharmacies.

“Platform” or “charlie Medical Platform” refers to the Platform that users access to view, update and access personal information, information and services related to prescribed medications and products, as well as interact with Healthcare Professionals and charlie Medical affiliated pharmacies.

“Prescription” means the formal instruction by a licensed Healthcare Professional for the treatment of an individual Patient.

“Privacy Policy” indicates how charlie Medical collects, uses, and protects Personal Information and Medical Records.

“Promotional Offers” refers to any discounts, trials, or marketing offers provided by charlie Medical.

“Quality of Service” means the standard of healthcare provision that Healthcare Professionals are expected to adhere to.

“Re-Assessment” refers to the subsequent evaluation conducted by a licensed healthcare professional to review and update a patient's medical condition, treatment efficacy, or healthcare needs. This process may involve revisiting previously collected medical history, symptoms, and treatment plans to make necessary adjustments for continued or improved care.

“Renewal” refers to the process by which a Healthcare Professional issues a new prescription for the same treatment that was previously prescribed. This occurs when a patient's existing prescription has expired or is eligible for renewal. The Healthcare Professional reviews the patient's medical history and assesses their current health status to determine if it is appropriate to renew the prescription.

“Service Updates” encompasses notifications about changes, enhancements, or termination of any part of charlie Medical’s Services.

“Telemedicine”, “Telehealth” or “Virtual Care” is the practice of caring for Patients remotely through telecommunication technologies.

“Third-Party” means any entity other than the user or charlie Medical that may be involved in the provision or usage of the Services.

“Treatments” refers to the medical areas such as Pain Management, Dermatology, Anti-aging, Acne, PrEP, Men's Health, and Hair Loss that charlie Medical provides Services for.

“User" refers to any individual or entity that interacts with the charlie Medical platform, including but not limited to Patients who have registered accounts to access Services, and Healthcare Professionals contracted to provide healthcare services.

Telemedicine Services

Telemedicine allows for healthcare consultation to be delivered through interactive text, audio, and/or video technology, where the patient and healthcare professional are not in the same physical location (telehealth services provided through the charlie Medical Platform are referred to in the Terms as “Healthcare Services”). Healthcare Services provided through the charlie Medical Platform may be used to assist in diagnosing, treating, follow-up, and/or provide other related patient health education. Telemedicine services can include, but is not limited to electronic transmission of medical records, the storage of personal information and personal health information (collectively “Personal Information”), and the issuance of prescriptions and other documents. charlie Medical provides optional services at a user’s direction, including charlie Medical securely transmitting a summary of the User’s consultation with Authorized Healthcare Professionals to a healthcare professional of the User’s choice, securely transmitting prescriptions to the User’s pharmacy of choice, providing notice when the User’s prescription is ready to be refilled, and providing prescription delivery services. charlie Medical may make additional optional services available to Users from time to time.

By becoming a User, you consent to Authorized Healthcare Professionals providing Healthcare Services through the charlie Medical Platform. Should you choose to have your prescription fulfilled by our charlie Medical Pharmacy Network, your prescription will be transferred accordingly to the charlie Medical Pharmacy Network licensed pharmacy, Silver Scripts. You acknowledge that if you choose to receive your prescription through the charlie Medical Pharmacy Network, this prescription will be filled by Silver Scripts pharmacy located in Burlington, Ontario.

Patient Consent

Before engaging with our services, you are required to read and complete the Patient Virtual Care Consent Form. This form outlines the risks and limitations of virtual care and is crucial for obtaining your informed consent to our virtual care and Services.

Eligibility

Location Requirement

The charlie Medical Platform is exclusively intended for and targeted at Canadian residents. By utilizing the charlie Medical Platform, you consent to the storage and processing of Personal Information in electronic form in Canada.

Age Requirement

Access to and utilization of the services provided by charlie Medical are limited to individuals who are at least 18 years old. By accessing or using the services, you confirm that you meet this age requirement and possess the full capability to agree to the terms, conditions, obligations, affirmations, representations, and warranties outlined in these Terms of Service.

Availability of the charlie Medical Platform

charlie Medical bears no responsibility or liability for the deletion or failure to store or deliver any content managed or transmitted through the charlie Medical Platform. charlie Medical reserves the right, at any time, to modify or terminate the Platform, whether wholly or partially, with or without prior notice. charlie Medical is not liable to you or any third party for any modifications, temporary suspensions, or discontinuation of the Platform.

User Account Establishment and Upkeep

In order to access our Services, you must create a user account ("Account"). You consent to furnish precise, up-to-date, and comprehensive information during the registration procedure and to ensure its accuracy, currency, and completeness by updating it as necessary.

Password Protection

You are accountable for safeguarding the confidentiality of your password and Account. You commit to promptly inform charlie Medical of any unauthorized use of your Account or any security breach related to the services. charlie Medical bears no responsibility for any loss or harm resulting from your non-compliance with this provision.

Acceptance of Term of Use

Upon accessing the charlie Health platform, creating an account, or availing any services offered by the charlie Medical Platform, you hereby recognize and consent to adhere to the Terms of Service specified. You acknowledge having thoroughly read these terms and comprehending your legal entitlements. If you do not agree to abide by these terms, you must promptly discontinue all usage of our services.

Furthermore, upon accessing and utilizing the charlie Medical Platform, you commit to adhering to all relevant federal, provincial, and local laws and regulations, encompassing those governing telehealth and pharmacy services within the pertinent jurisdiction in Canada. Non-compliance with these laws and regulations constitutes a violation of these Terms of Service and may lead to the immediate termination of your account and access to our services.

The purpose of the charlie Medical Platform is exclusively for non-emergency medical consultations and should not be utilized for medical emergencies or as a substitute for routine primary care.

IF YOU ARE EXPERIENCING A MEDICAL EMERGENCY, IT IS IMPERATIVE THAT YOU IMMEDIATELY CONTACT THE EMERGENCY SERVICES IN YOUR AREA OR PROCEED TO THE NEAREST HOSPITAL OR HEALTHCARE CENTER.

Provider-User Relationship

Only licensed healthcare professionals may administer Healthcare Services to Users via the charlie Medical Platform. These licensed professionals, termed Authorized Healthcare Professionals, include Physicians and Nurse Practitioners permitted to practice medicine within a province or territory of Canada.

Telehealth Licensing Regulations

Each province and territory in Canada establishes its own guidelines regarding who can deliver telehealth services and the associated conditions. Consequently, depending on the regulations in your province or territory of residence, Authorized Healthcare Professionals may not be situated within your specific province or territory of Canada while providing Healthcare Services to you. We disclose the jurisdiction in which Authorized Healthcare Professionals are located when facilitating consultations with them. Additionally, this information may be accessible on our website in certain instances.

Complaint Reporting Concerning Healthcare Services

If you wish to file a complaint regarding Healthcare Services rendered by Authorized Healthcare Professionals on the Platform, you can do so by contacting the professional regulatory college(s) in the province(s) where the Healthcare Services were received. Most, if not all, health profession regulators in Canada maintain a register within their professional regulatory body that is accessible through their respective website.

Liability Disclaimer

Please note that the absence of in-person physical assessment may lead to misdiagnosis and potential health hazards. charlie Medical explicitly disclaims any responsibility for inaccuracies, misdiagnoses, or omissions resulting from the limitations of physical examination capabilities on this Platform.

Healthcare Professionals utilizing the Platform are independent third-party providers who have chosen to utilize the Platform to deliver Services. These professionals are not affiliated with or endorsed by charlie Medical; they operate independently. They bear sole responsibility for adhering to all relevant standards of care, including those concerning diagnosis and prescription.

Assessment Limitations

It is imperative to understand that some medical conditions require in-person physical assessments for accurate diagnosis and appropriate treatment planning. Given the inherent limitations of a telehealth Platform, charlie Medical Health is not equipped to perform such assessments.

There are inherent risks associated with receiving services via telehealth, including, but not limited to, the risks of electronic data transmission and storage. For specific details regarding these risks, please refer to charlie Medical Health' privacy policy and consent to use virtual care tools and electronic communications, both of which form part of these terms.

Suitable Usage

Suitable Usage for Medical Conditions charlie Medical's Services are tailored for medical conditions considered suitable for management through telehealth consultations. The appropriateness of these Services is exclusively assessed by our licensed Healthcare Professionals. Healthcare Professionals associated with charlie Medical Health retain the discretion to decline or cease providing services to any user, encompassing instances of actual or potential misuse of the services, at their discretion.

PLEASE ALSO NOTE THAT OUR SERVICES ARE INTENDED TO SUPPLEMENT, NOT REPLACE, IN-PERSON MEDICAL CARE

Urgent Care Guidelines

Certain user feedback received during our services may suggest health issues that exceed the scope of the services offered through our Platform and telehealth in general. Users demonstrating specific symptoms, conditions, or situations may be advised to seek immediate in-person medical assistance instead of proceeding with our services. Failure to adhere to such recommendations may lead to the termination of your account and could potentially expose you to heightened health risks.

Emergency Circumstances

The charlie Medical Platform is not designed to manage medical emergencies. Should you encounter an emergency or require urgent medical attention, it is imperative that urgent medical attention is sought by visiting or emergency room, or call 911.

Prescription Protocols

Consultation and Prescription Process

Following a consultation, Healthcare Professionals may or may not prescribe treatment and/or medication based on their professional assessment. Users have the choice to fill these prescriptions either through the affiliated pharmacy within the charlie Medical Pharmacy Network or at a pharmacy of your preference.

Adverse Events Reporting

In the event of medication reactions, side effects, or other adverse events, you should report them to your primary care professional, the nearest walk-in clinic, or emergency room, or call 911 in an emergency.

Restricted Medications

Please note that charlie Medical does not provide certain types of medications, which include but are not limited to narcotics, targeted, and controlled substances as identified under Federal Law, CDSA Controlled Drug & Substances Act. The availability of particular medications is contingent upon federal and provincial regulations as well as professional guidelines.

charlie Medical Pharmacy Network Opting Out Procedure

Should a Healthcare Professional generate a prescription via the charlie Medical Platform, users are empowered to designate the prescription to a pharmacy of their choosing. To utilize another pharmacy of your choosing, simply select the "Send to My Preferred Pharmacy" option and complete the required pharmacy contact information fields.

Failure to select this option implies your consent to have your prescription routed to Silver Scripts, the dispensing pharmacy under the charlie Medical Pharmacy Network, located in Burlington, Ontario. The advantages of utilizing a partner pharmacy include complimentary delivery, prescription refill alerts, the ability to suspend or resume prescription services, and the option to request prescription renewals, among other benefits that charlie Medical may introduce periodically.

By selecting a charlie Medical-affiliated pharmacy, you explicitly agree to the sharing and disclosure of all pertinent personal and healthcare information with the affiliated pharmacies. Moreover, you consent to the potential transfer of your prescription to any charlie Medical partner pharmacy to facilitate efficient processing.

charlie Medical Pharmacy Network

Patient Counselling

Patients may choose their preferred method for counselling and interacting with the Pharmacist including include secure chat through the Platform's user portal, scheduling a conversation with a member of the pharmacy team, or directly calling the pharmacy during available hours. The charlie Medical Platform provides detailed product information, and key therapeutic details for each medication prescribed within the Treatment Dashboard section of the charlie Medical Platform's user portal.

After a prescription has been issued the User will receive an email providing information on how to access all relevant information pertaining to the medication in addition to an invitation to schedule counseling consultation with a pharmacist.

Each shipped package will include a paper copy containing comprehensive product details and counseling information for the dispensed medication.

No Returns or Exchanges

You acknowledge and agree that if a prescription is filled by any pharmacy affiliated with charlie Medical, no refunds will be provided for medications already dispensed when pausing or terminating your charlie Medical account. If a dispensed medication is unclaimed at delivery or delivery fails due to reasons beyond our control, it will be destroyed one month after filling unless you contact Customer Support or the pharmacy directly.

Returns of medications or products are for secure disposal only. These returns must be done in person or shipped at your expense. No refunds, exchanges, or store credits will be issued under any circumstances due to uncertainties in medication handling, safety, and storage after receipt.

Compounding Services

By utilizing the Platform of charlie Medical, you acknowledge that certain prescribed medications may be custom-compounded by our affiliated pharmacy based on the directions of a Healthcare Professional. These compounded medications are formulated to address your specific treatment requirements and are manufactured in accordance with the highest standards of pharmacy practice set forth by relevant regulatory authorities.

While compounded medications undergo stringent quality control measures, it is imperative that you carefully adhere to the provided storage instructions and usage guidelines to ensure the medication's effectiveness. Any deviation from these guidelines may impact the safety and efficacy of the medication. charlie Medical and its affiliated pharmacies absolve themselves of any liability for losses, damages, or adverse effects resulting from your failure to comply with these guidelines.

Medication Recall

In the rare event of a medication recall impacting any pharmaceuticals distributed by our affiliated pharmacies, charlie Medical will make every effort to promptly notify all affected users. This notification will contain information about the affected medication, the reason for the recall, and any immediate steps you should take for your safety. Depending on the severity and nature of the recall, we may also assist in the return, replacement, or disposal of the affected medication.

Upon receiving a recall notification, it is crucial that you cease using the affected medication and adhere to the provided instructions. charlie Medical and its affiliated pharmacies cannot be held responsible for any harm or adverse effects resulting from continued use of a recalled product after a recall notification has been issued.

By continuing to utilize The charlie Medical Platform, you acknowledge your comprehension and acceptance of these terms regarding Compounding Services and Medication Recalls

Delays in Prescription and/or Services

charlie Medical Inc. endeavors to provide timely services through its Platform, including prescription issuance by licensed Healthcare Professionals and fulfillment by affiliated pharmacies. However, delays may occur due to various reasons, such as system downtime, high service demand, or unforeseen complexities in the evaluation or fulfillment process.

You acknowledge and accept that charlie Medical Inc. is not responsible for any delays in prescription issuance by healthcare providers or medication fulfillment by pharmacies, whether caused by our Platform or by third parties.

charlie Medical Inc. does not guarantee the timeframe for prescription issuance or medication delivery and disclaims any liability for consequences arising from such delays

Medication Shortages

By utilizing charlie Medical's Platform, you acknowledge that the availability of certain medications is susceptible to supply chain fluctuations, manufacturing limitations, and regulatory adjustments. While charlie Medical Health and its associated pharmacies endeavor to maintain a consistent medication supply, we cannot ensure continuous availability of any specific medication.

Should a prescribed medication become unavailable or back-ordered, we will strive to promptly notify you. The Healthcare Professional may propose alternative treatment options, and it is your responsibility to discuss with them to determine an appropriate course of action.

Neither charlie Medical nor its affiliated pharmacies can be held accountable for any loss, damage, or inconvenience resulting from medication unavailability. Your ongoing use of the Platform indicates your comprehension and acceptance of this Medication Availability provision.

Error Management in Dispensing

charlie Medical Inc. and its associated pharmacies are committed to maintaining the highest standards of care in medication dispensing. Despite our stringent protocols, occasional errors may occur. If a dispensing error is identified, it is the patient's responsibility to promptly notify charlie Medical Inc. or the relevant affiliate pharmacy.

Upon receiving such notification, corrective actions will be promptly initiated to address the error, which may include, but are not limited to:

• Immediate recall of the incorrectly dispensed medication;
• Replacement with the correct medication at no extra cost to the patient;
• Clinical consultation to evaluate any potential health implications due to the error.

charlie Medical Inc. and its affiliate pharmacies cannot be held accountable for any adverse events, damages, or complications resulting from dispensing errors unless it is proven that the error occurred due to negligence or deliberate misconduct.

Requests for Medical Expense Reports and Other Documentation

If you are a patient of a charlie Medical affiliated pharmacy, upon request, charlie Medical Inc. will furnish you with a comprehensive medical expense report and other pertinent documentation pertaining to the Services you have utilized. These reports are intended for personal record-keeping, tax purposes, or insurance claims and will be accessible through your secure user portal. To request such reports, kindly submit a written request to our Customer Service Team at Support@charlieMedical.ca

Please allow up to 5 business days for the processing of your request. While we strive for accuracy in all documentation provided, charlie Medical Inc. cannot be held liable for any errors or omissions in the reports. It is advisable to review all provided documentation for accuracy and completeness upon receipt.

Please allow up to 5 business days for the processing of your request. While we strive for accuracy in all documentation provided, charlie Medical Inc. cannot be held liable for any errors or omissions in the reports. It is advisable to review all provided documentation for accuracy and completeness upon receipt.

Record-Keeping Policy

Medical records will be maintained for a duration consistent with healthcare regulations in Ontario. Users may request access to or deletion of their records in accordance with privacy laws.

Ownership of Health Data

All patient health data is confidential and owned by the patient. This data is stored and managed in compliance with our privacy policy.

Informed Consent

By utilizing our services, you acknowledge your understanding of the inherent risks, limitations, and conditions associated with telehealth consultations and medication usage.

PLEASE ALSO NOTE THAT OUR SERVICES ARE INTENDED TO SUPPLEMENT, NOT REPLACE, IN-PERSON MEDICAL CARE

Payment

All payments for requested services must be processed through authorized payment channels as specified by charlie Medical Inc. By inputting your payment details and submitting your service request, you hereby authorize charlie Medical Inc., its affiliates, or our third-party payment processors to charge the full amount owed. It is your responsibility to furnish accurate, up-to-date, and complete payment information. This may encompass not only the fees for charlie Medical's services but also any additional fees imposed by affiliated healthcare organizations or providers, which charlie Medical may collect on their behalf.

healthcare organizations or providers, which charlie Medical may collect on their behalf. Failure to remit complete payment or provide a valid payment method will lead to immediate suspension or termination of services. In the event that your credit card expires or if we encounter any difficulties processing your payment, you will be notified to furnish an alternative payment method. Services will not be provided until full payment has been received and verified.

Invoices and Receipts

Invoices and receipts will be provided electronically through the charlie Medical Platform. You are responsible for ensuring that you have received the invoice and verifying its accuracy

Payment Authorization

By opting to utilize the services provided by charlie Medical Health, you grant us authorization to charge the payment method you have provided for the assessment fee, as well as for any additional treatment costs that may be applicable.

Eligibility for Refund

With the exception of cases explicitly stated in these terms, all charges for services rendered by charlie Medical Health are non-refundable. A reimbursement of the assessment fee value may only be granted if a treatment plan is not formulated subsequent to your consultation.

Subscription and Auto-Renewal

Upon subscribing to any of charlie Medical's service plans, you agree to cover all relevant fees associated with that subscription, which are non-refundable unless explicitly specified otherwise in these terms. Prescription medications, dispensed by a pharmacy affiliated with charlie Medical Health, will be automatically replenished as part of a subscription, along with any selected add-on treatments.

The renewal intervals will occur either every month or every three months, depending on your preference and in accordance with clinical best practices. Please note that the initial supply may be limited to one month to adhere to these practices.

Changes to subscription & Cancellation

You have the liberty to modify, pause, or cancel your subscription at any time via your account settings. Cancellation will become effective at the conclusion of the ongoing billing cycle, and you will not incur any charges thereafter. No refunds will be provided for the unused portion of any subscription period.

Additional Assessments by Medical Condition

Each interaction with a Healthcare Provider through the charlie Medical Platform focuses on evaluating a singular medical condition. An individual fee applies to each new assessment. However, subsequent re-evaluations and renewals do not incur additional charges.

Third-Party Insurance Billing

charlie Medical reserves the right, at its discretion, to offer direct billing of certain eligible expenses to third-party insurance providers. By using this service, you acknowledge and agree to the following:

• Insurance Plans Pricing may vary depending on your insurance coverage. It is your responsibility to confirm your insurance plan's terms and coverage for the selected services.
• Eligibility for Billing: Not all services or products offered by charlie Medical may qualify for third-party billing.
• User Responsibility You are accountable for ensuring the accuracy and completeness of all insurance information provided to charlie Medical.
• Price Adjustments: Service or product prices may change based on your insurance coverage.
• Claim Rejections: charlie Medical bears no responsibility for claim rejections. In such instances, you are liable for the full cost of the service or product.
• Communication: Any communication regarding insurance billing or claim disputes is solely between you and the third-party insurance provider.

Technology

Software and Hardware Requirements

To access charlie Medical’s services, users must have a device with internet connectivity, a supported web browser, and, if necessary, the appropriate software to view specific content (e.g., PDF files). For telehealth services, a camera, microphone, and speakers may also be necessary. charlie Medical is not responsible for providing these requirements.

Updates

The Platform may undergo updates or require users to update to the latest version of any required software for optimal functionality. It is the user's responsibility to ensure they are using the latest version.

Compatibility

charlie Medical Inc. does not guarantee that the Services will be compatible with all hardware and software used by you. We are not liable for any damage to, or viruses affecting, your equipment, software, data, or other property resulting from your use of the Services.

Data Charges

You are responsible for all internet access, data download, and other network charges incurred while using our Services. charlie Medical Inc. is not liable for such charges.

Data Breach Policy

In the event of a data breach involving personal information, charlie Medical will adhere to all applicable laws and regulations regarding notification and reporting.

Algorithms

charlie Medical utilizes proprietary algorithms for preliminary medical evaluations and treatment recommendations. These algorithms are designed to identify cases requiring immediate or in-person medical intervention, excluding them from the online consultation process. The final authority for prescription lies solely with the designated licensed Healthcare Professional.

Limitations of Algorithmic Decision-Making

charlie Medical explicitly denies any responsibility for errors, omissions, or inaccuracies resulting from these algorithms. The algorithms are intended solely as supplemental aids and do not substitute professional medical judgment.

Consent to Receive Calls and SMS Messages

While utilizing the charlie Medical Platform, which includes sending emails and chat messages from either a desktop or mobile device, you are engaging in electronic communication with us. By using the platform, you acknowledge and consent to the following:

• You agree to receive communications from us electronically.
• You understand that operational communication, such as billing notifications, care-related messages, and shipping alerts, will be sent to you electronically. Users are unable to opt out of receiving essential communication required for care, which is crucial for patient safety and continuity of care.
• You acknowledge that all agreements and consents can be electronically signed.
• You recognize that all notices, disclosures, and other communications provided to you electronically fulfill any legal requirement for written communication.
• charlie Medical reserves the right to contact you via telephone, mail, or email to verify your Account information and/or to confirm the authenticity of your Account.
• Failure to provide requested information within 14 days may result in the suspension, discontinuation, or denial of your access to the charlie Medical Platform until such information is provided.

By providing your mobile number, you consent to be contacted by or on behalf of charlie Medical at the provided mobile number.

Safeguarding & Encryption Measures

In our dedication to safeguarding the privacy and integrity of your data, charlie Medical employs robust encryption standards to secure information transmitted between you and our Platform. Below, we outline key elements of our encryption measures:

Multi-Factor Authentication (MFA)

To fortify security, charlie Medical implements Multi-Factor Authentication (MFA) methods that require users to verify their identity using two or more verification mechanisms. This may involve a combination of password authentication, mobile device validation, or biometric verification.

SSL/TLS Protocols

charlie Medical's Platform utilizes Secure Sockets Layer (SSL) and Transport Layer Security (TLS) protocols to encrypt data during transmission. These protocols establish a secure connection between your device and our servers, guaranteeing the confidentiality and integrity of shared information.

End-to-End Encryption

All communications within our telemedicine sessions, including video and audio exchanges, undergo end-to-end encryption. This ensures that only you and the healthcare provider can decrypt and access the information, preventing unauthorized third parties from intercepting your data.

Data Encryption at Rest

In addition to encrypting data during transmission, we also encrypt data "at rest" when stored on our servers. We employ advanced encryption algorithms that adhere to federal and provincial regulations.

Regular Updates

Our encryption standards undergo routine review and updates to address emerging security threats. We adopt a proactive approach in embracing new encryption technologies and best practices.

Compliance

All encryption standards deployed by charlie Medical align with regulations such as the Health Insurance Portability and Accountability Act (HIPAA), the Personal Health Information Protection Act (PHIPA), and other relevant laws governing data protection and privacy in Ontario, Canada.

Third-Party Audits

To validate the effectiveness of our encryption measures, charlie Medical undergoes regular third-party audits. These audits meticulously assess our encryption protocols, ensuring they meet or exceed industry standards.

User Accountability for Device Security

While charlie Medical implements industry-standard encryption methods to protect your data, you are solely responsible for implementing security measures on your device and for preventing unauthorized access to your Account.

Cybersecurity & Protection

charlie Medical Inc. cannot be held accountable for any damages or consequences resulting from viruses, distributed denial-of-service attacks, or other technologically harmful materials that may infect your computer equipment, software, or data due to your use of our services or your downloading of any content posted on our platform or any linked websites.

User Responsibility and Conduct

charlie Medical dedicated to cultivating an environment that is respectful, supportive, and safe, ensuring individuals are free from any type of violence and/or harassment. In our efforts to prevent bullying, harassment, and violence from any quarter, we will take all reasonable measures to safeguard our representatives (for the purpose of these Terms of Service is inclusive of all officers, directors, employees, and agents)

These terms are applicable to all engagements within the charlie Medical Platform, the charlie Medical Pharmacy Network, and interactions with third-party providers. Non-compliance with these terms may result in expulsion from the charlie Medical Platform.

As a User, you agree to refrain from anything in connection with the charlie Medical Platform that is defined as harassment. Harassment is defined as any objectionable behavior, comments, displays, or communications that are known or should reasonably be known to be unwelcome, intimidating, or offensive. Harassment may also encompass discrimination as outlined in the Ontario Human Rights Code and the prohibited grounds specified therein. Examples of harassment include, but are not limited to:

• Yelling or shouting to intimidate
• Coercion
• Uttering Threats
• Belittling
• Unwanted actions toward a person based on characteristics such as race, ethnicity, sexual orientation, disability, gender, or religion
• Unwelcome insults, jokes, innuendoes, or taunting

If a User demonstrates any of these behaviors or any conduct deemed inconsistent with fostering a respectful, supportive, and safe work environment, they may be promptly removed from the charlie Medical Platform. charlie Medical retains the right to delete or modify User content that is considered harassment against any of our representatives

Privacy and Confidentiality

Privacy Policy and Compliance with PHIPA

All personal and medical information gathered through our Platform is managed and safeguarded in accordance with charlie Medical's privacy policy and is compliant with the Personal Health Information Protection Act (PHIPA) of Ontario. This policy can be accessed on our website.

User Data and Confidentiality

charlie Medical employs advanced security measures, aligned with PHIPA guidelines, to uphold the confidentiality and security of your personal and medical data.

De-Identification and Data Usage

We retain the right to de-identify and aggregate user data for medical research and quality enhancement purposes, always adhering to PHIPA and other relevant regulations.

Circle of Care and Information Exchange

By utilizing charlie Medical's services, you consent to the inclusion of your personal health information within your "circle of care." This encompasses a collaborative approach involving Healthcare Professionals, caregivers, and other authorized stakeholders who may access and exchange your medical information solely to facilitate coordinated care. These parties may include, but are not restricted to, physicians, pharmacists, nurses, specialists, and healthcare administrators, all bound by pertinent privacy laws and ethical obligations to preserve the confidentiality and integrity of your information. You acknowledge the importance of this circle of care in delivering comprehensive and continuous care and expressly authorize charlie Medical to share your information within this circle, in accordance with applicable laws and regulations.

Third-Party Websites and Links to Other Sites

charlie Medical may include hyperlinks to websites operated by third parties. These links are provided solely for your convenience and do not imply an endorsement, sponsorship, or recommendation by charlie Medical Inc. We bear no responsibility for the content, privacy policies, or practices of any third-party sites.

Third-Party Services

charlie Medical Inc. may enlist the services of third-party companies to fulfill certain functions, such as medication delivery. Although these companies are chosen with care, charlie Medical cannot be held liable for any loss, damage, or injury resulting from the actions or omissions of these third-party companies. Your interactions with these third-party entities are subject to their respective terms and conditions, and charlie Medical advises reviewing those terms before engaging with them

Legal & Compliance Provisions

Limitation of Liability

To the fullest extent permitted by applicable laws, charlie Medical Health Inc., its affiliated entities, or licensors shall not be held liable to you or any third party for any damages or losses of any nature, whether arising under contract, tort, warranty, or any other legal theory. This includes, but is not limited to, indirect, incidental, special, consequential, punitive, or exemplary damages, such as loss of profits, revenue, or data, and damage to your computer or mobile systems. Damages arising from physical or emotional harm, including death, are also excluded, even if we have been advised of the possibility of such damages. Furthermore, charlie Medical disclaims liability for any losses resulting from your inability to utilize our services or from unauthorized access to your account.

Indemnification

You agree to indemnify and hold harmless charlie Medical (which in this Section includes all of its officers, directors, employees, and agents) from any claims, causes of action, demands, losses, damages, fines, penalties, or other expenses, including reasonable legal and accounting fees, arising from: Your breach of any of your warranties, representations or obligations under these Terms

• 1. Your breach of any warranties, representations, or obligations under these Terms
• 2. Your violation of any applicable law or the rights of a third party (including intellectual property rights)
• 3. Your use of the charlie Medical Platform or the Content and Healthcare Services obtained through it.

Third-Party Services

Through the charlie Medical Platform, you may access certain services not provided by charlie Medical, which we identify to you for convenience (e.g., prescription delivery services). You hereby release charlie Medical from any claims, demands, and damages arising from disputes related to such services or the charlie Medical Platform.

Opting-Out of Arbitration

Users have the option to decline the arbitration agreement within thirty (30) days from the date of initial acceptance of these terms by submitting a written notice to charlie Medical Inc

No Waiver

No failure or delay by charlie Medical in exercising any right, power, or remedy under these Terms shall constitute a waiver of such right, power, or remedy. Any waiver by charlie Medical Inc. must be in writing to be effective and shall not affect any subsequent breach or default.

Force Majeure

charlie Medical Inc. shall not be liable for failure or delay in performing its obligations due to unforeseen circumstances beyond its reasonable control. In such events, charlie Medical will make reasonable efforts to notify affected users and resume services promptly.

Terms for Healthcare Providers & Patients

Verification of Credentials: Healthcare Professionals are accountable for upholding up-to-date credentials and complying with regulatory standards in their respective jurisdictions. Healthcare Professionals pledge to deliver healthcare services in alignment with recognized medical norms and standards.

CASL & Email Consent

In adherence to Canada’s Anti-Spam Legislation ("CASL"), by registering an account with charlie Medical, you are expressly consenting to receive electronic communications, which may include emails concerning:

• Service updates
• Medical and health-related information
• Promotional offers

You retain the option to unsubscribe from these communications at any time by utilizing the "Unsubscribe" link provided in our emails.

Export Limitations

charlie Medical services are exclusively designed for utilization within Canada and are governed by Canadian export regulations. You consent to NOT:

• Utilize or access the Services beyond Canada's borders.
• Export any aspect of the Services, including software, in contravention of Canadian export statutes.

Adherence to Provincial and Federal Regulations

These terms are governed by and construed in accordance with the laws of the province of Ontario and the federal laws of Canada, without regard to conflict of law principles. By using our services, you consent to the exclusive jurisdiction of Ontario, Canada, in all disputes arising from or related to the use of our services.

Handling Complaints and Grievances

Any complaints, concerns, or grievances regarding the Services offered by charlie Medical Inc. should be communicated in writing to our designated Grievance Officer at support@charliemedical.ca We are committed to addressing your concerns promptly and effectively. You can expect an initial acknowledgment of your complaint within 48 hours and a comprehensive resolution plan within 15 business days.

Protocol for Resolving Disputes

Any disputes will be settled through binding arbitration conducted in the province of Ontario, in adherence to the Arbitration Act, 1991 (Ontario). Each party will bear their own arbitration costs. All disputes, controversies, or claims arising from the services provided by charlie Medical Health will initially be addressed through our designated customer service channels

Ownership of Site Content and Intellectual Property Rights

All materials presented or otherwise accessible through charlie Medical, including, but not limited to, text, graphics, images, code and content are safeguarded under applicable copyrights, trademarks, and other proprietary (including intellectual property) rights and remain the sole property of charlie Medical Inc. Unauthorized utilization of charlie Medical's intellectual property constitutes a breach of these terms and may result in legal repercussions, including, but not limited to, monetary damages, injunctive relief, and termination of your account.

User Content Licensing

By submitting, posting, or otherwise transmitting any content to charlie Medical, you hereby grant us a non-exclusive, royalty-free, sublicensable, and transferrable license to utilize, reproduce, distribute, and display said content in any manner pertaining to the operation of the Platform, subject to our privacy policy.

No Unlawful or Prohibited Use

As a term and condition of using the charlie Medical Platform, you acknowledge and agree to the following: You are prohibited from and will not:

• Without charlie Medical’s prior written permission, use the charlie Medical Platform and the Content for purposes other than the Permitted Use;
• Frame', 'mirror' or otherwise incorporate the charlie Medical Platform or the Content or any part thereof on any commercial or non-commercial website;
• Access, monitor or copy any part of the charlie Medical Platform or the Content using any robot, spider, scraper or other automated means or any manual process for any purpose without our express written permission;
• Violate the restrictions in any robot exclusion headers on the Content or the charlie Medical Platform or bypass or circumvent other measures employed to prevent or limit access to the charlie Medical Platform;
• Take any action that imposes, or may impose, in charlie Medical’s discretion, an unreasonable or disproportionately large load on the charlie Medical Platform;
• Deep-link to any portion of the charlie Medical Platform for any purpose;
• Remove any watermarks, labels or other legal or proprietary notices included in the charlie Medical Platform or the Content;
• Modify or attempt to modify the charlie Medical Platform or any Content, including any modification for the purpose of disguising or changing any indications of the ownership or source of the charlie Medical Platform or the Content;
• Use the charlie Medical Platform or the Content as part of any service for sharing, lending or multi-person use, or for the purpose of any other institution, except as specifically permitted by charlie Medical and only in the exact manner specified and enabled by charlie Medical
• Attempt to, assist, authorize or encourage others to circumvent, disable or defeat any of the security features or components, such as digital rights management software or encryption, that protect the charlie Medical Platform or the Content;
• Copy, reproduce, modify, distribute, transfer, sell, publish, broadcast, perform, transmit, publish, license or circulate in any form any part of the charlie Medical Platform or the Content;
• Create derivative works based on the charlie Medical Platform or the Content, in whole or in part, or to decompile, disassemble, reverse engineer or other exploit any part of the charlie Medical Platform or the Content;
• Use the charlie Medical Platform in a manner that violates the rights (including to intellectual property rights) of any third party, including by providing, uploading or transmitting any User Content that violate such third-party rights;
• Upload to or transmit through the charlie Medical Platform any User Content that is offensive, hateful, obscene, defamatory or violates any applicable laws, in each case as determined by charlie Medical in its sole discretion.

User Feedback and Complaints

charlie Medical encourages Users to offer feedback regarding any concerns encountered while using The charlie Medical Platform. In order to safeguard the safety and privacy of our Healthcare Professionals and Customer Support Team, any identifying information about an agent posted on a third-party review will be flagged and reported. Users are advised to send complaints regarding individual agents to support@charliemedical.ca for proper escalation and should share feedback publicly using solely non-identifying details.

Amendment of Terms

charlie Medical Inc. reserves the right to modify or replace these Terms at any time without prior notice. Such changes shall be effective immediately upon posting on the Platform.

Notification for Terms Modification

While we may post notices of amendments, we are not obligated to do so. Your continued use of the charlie Medical Platform following any changes to these Terms indicates your agreement to abide by the modified Terms.

Severability

If any provision of these Terms is found unlawful, void, or unenforceable, it shall not affect the validity or enforceability of the remaining provisions.

Contact

charlie Medical Platform

For medical records access requests, Questions, concerns, complaints, or suggestions regarding the Terms of Service or Privacy Policy please direct to the charlie Medical Privacy Officer, Judy Graves, at Privacy@charlieMedical.ca

charlie Medical Pharmacy Network Contact Information

Silver Scripts Inc.

Ontario College of Pharmacists Certificate of Accreditation No. 308397

5040 Mainway Unit 3D, Burlington, ON L7L 5Z1

Pharmacy Manager: Ludmilla Queiroz

charlie Medical Inc.

5040 Mainway Unit 3D,

Burlington, ON L7L 5Z1

www.charlieMedical.ca