MedExpress Digital Health Inc. - Terms of Use

Last Updated: December 12, 2025

PLEASE READ THESE TERMS OF USE (THE "TERMS") CAREFULLY. THESE TERMS CONSTITUTE A BINDING LEGAL AGREEMENT BETWEEN YOU ("YOU," "USER") AND MEDEXPRESS DIGITAL HEALTH INC. ("MEDEXPRESS," "WE," "US," OR "OUR").

BY CLICKING "I AGREE," OR BY ACCESSING OR USING THE WEBSITES, APPLICATIONS, AND TECHNOLOGY PLATFORM OFFERED BY MEDEXPRESS (COLLECTIVELY, THE "PLATFORM"), YOU ARE INDICATING THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS. IF YOU DO NOT AGREE TO THESE TERMS, YOU HAVE NO RIGHT TO ACCESS OR USE THE PLATFORM.

1. Acceptance and Eligibility

  • Acceptance: These Terms govern your access to and use of the Platform and any services facilitated through it.
  • Eligibility: By accessing and using the Platform, you represent and warrant that you are at least the age of majority in your province or territory of residence and from which you access the Platform and have the legal capacity to enter into a binding contract with MedExpress. You agree to access the Platform only from within an eligible jurisdiction, which are currently British Columbia, Alberta and Ontario.

2. The MedExpress Platform and Service Description

  • Platform Function: MedExpress owns and operates the Platform, which is a technology service connecting individuals seeking healthcare services ("Healthcare Services") with independent healthcare providers and connecting individuals seeking pharmacy services ("Pharmacy Services") with an independent, third-party licensed pharmacy.
  • No Professional Relationship with MedExpress: Your use of the Platform does not create a doctor-patient, pharmacist-patient, or any other professional relationship between you and MedExpress. Any such relationship is exclusively between you and the applicable Authorized Healthcare Professional or Partner Pharmacy.

3. Independent Healthcare Providers and Pharmacy

  • All healthcare professionals providing Healthcare Services through the Platform are independent, regulated health professionals licensed to practice in your province (“Authorized Healthcare Professionals”) and are solely responsible for the Healthcare Services and medical advice they provide, exercising their own professional judgment.
  • Partner Pharmacy: All Pharmacy Services, including the dispensing and delivery of medications, are provided by an independent, third-party licensed pharmacy ("Partner Pharmacy"). MedExpress is not a pharmacy, does not dispense medication, and is not responsible for Pharmacy Services provided by the Partner Pharmacy.
  • Professional Responsibility: Authorized Healthcare Professionals and the Partner Pharmacy are solely responsible for complying with all applicable laws, regulations, and professional standards governing their services.

4. Healthcare Services and Pharmacy Services Facilitated via the Platform

  • Healthcare Services: All Healthcare Services are provided at the sole professional discretion of Authorized Healthcare Professionals. They are responsible for assessing your health condition, determining medical appropriateness of treatments, deciding whether to issue prescriptions, and maintaining records according to professional standards. MedExpress does not interfere with or control the practice of medicine or any other licensed profession by Authorized Healthcare Professionals. There is no guarantee that a consultation or request to purchase a medication will result in the issuance of a prescription or the dispensation of a medication.
  • Pharmacy Services: Pharmacy Services are provided exclusively by the Partner Pharmacy. The Partner Pharmacy you select is solely responsible for verifying prescriptions, dispensing medications accurately, providing related counselling (as required by pharmacy regulations), and managing all shipping and fulfilment.
  • Patient Choice for Pharmacy: You have the right to have any prescription issued by an Authorized Healthcare Professional sent to a pharmacy of your choice, whether within or outside our Partner Pharmacy network. If you wish to use a pharmacy outside our network, please contact us at care.ca@medexpress.co for instructions on how to arrange this.

5. Important Limitations and Disclaimers Regarding Services

  • Not for Emergencies: THE PLATFORM IS NOT FOR MEDICAL EMERGENCIES. IF YOU ARE EXPERIENCING A MEDICAL EMERGENCY, CALL 911 IMMEDIATELY OR GO TO THE NEAREST HOSPITAL OR URGENT CARE CENTRE.
  • Excluded Symptoms: The following symptoms are specifically excluded from the Healthcare Services facilitated via the Platform: chest pains, difficulty breathing, fever in children under 3 months, blackouts or feeling like you may blackout, any impairment in level of consciousness, stroke-like symptoms, severe abdominal pain, and other symptoms requiring immediate in-person assessment.
  • Excluded Medications: Authorized Healthcare Professionals are not permitted to prescribe certain medications via the Platform, including narcotics, controlled substances, non-therapeutic drugs, and drugs with a high potential for abuse.
  • Telehealth Risks: Using telehealth involves potential risks, including but not limited to: limitations in assessment due to lack of in-person physical examination, potential technology failures (delays, poor transmission), and risks to the privacy and security of your health information. By using the Platform, you acknowledge and accept these inherent risks.
  • Not a Replacement for Primary Care: The services facilitated through the Platform are intended to supplement, not replace, an ongoing relationship with a primary care provider. You should maintain a relationship with a primary care provider for regular check-ups, ongoing management of chronic conditions, and urgent in-person needs. Authorized Healthcare Professionals on the Platform provide episodic care and may recommend you see your primary care provider or another in-person provider.

6. Your Use of the Platform

  • Account Creation and Responsibility: You must create an account to use certain features of the Platform. You agree to provide accurate, current, and complete information during registration and to keep your account information updated. You are responsible for maintaining the confidentiality of your account password and for all activities that occur under your account. You agree to notify MedExpress immediately of any unauthorized use of your account. You may only have one account.
  • Restrictions on Use: You agree not to:
    • Use the Platform for any illegal, fraudulent, or unauthorized purpose.
    • Impersonate any person or entity or misrepresent your affiliation.
    • Use the Platform for commercial purposes (other than receiving services as a patient) without our prior written consent.
    • Engage in scraping, data mining, or using automated means to access the Platform.
    • Interfere with the Platform's operation, security, or integrity.
    • Attempt to modify, decompile, reverse engineer, or create derivative works of the Platform software.
    • Introduce viruses, worms, or other malicious code.
    • Frame or mirror any part of the Platform without permission.
  • Communication and Conduct: You agree to communicate respectfully through the Platform. You agree not to contact Authorized Healthcare Professionals outside of the Platform regarding services obtained through the Platform.

7. Fees and Payment

  • Payment Obligation: You agree to pay all applicable fees for Healthcare Services, Pharmacy Services (including medication costs and dispensing fees), and any related charges (like shipping). Any request to purchase goods or services on the Platform (including any request to purchase a medication) constitutes an offer by you to purchase such goods or services, and each such request shall only be deemed accepted upon the delivery to you from us of an order confirmation. You acknowledge that the total fees and charges charged may include fees and charges collected by MedExpress on behalf of and as limited agent for the Partner Pharmacy and may include administrative, technology, or platform fees retained by MedExpress for the services it provides to the Partner Pharmacy in facilitating your care.
  • Payment Authorization: You must provide valid credit card information. You authorize MedExpress, acting on its behalf and as payment collection agent for the Partner Pharmacy utilizing third-party payment processors, to validate your payment method and charge it for all fees associated with the services and products you receive. MedExpress may place a hold on your card or process payment as described during the checkout process. Fees will be charged upon placing your request to purchase goods or services on the Platform, unless otherwise specified (e.g., for certain consultation types requiring prepayment).
  • Fee Notification: Applicable fees and charges will be communicated to you before you confirm your request for services. Your receipt or invoice will itemize these fees and charges, including separating the cost of the medication, the dispensing fee charged by the Partner Pharmacy, and any professional service fees, as required by applicable provincial regulations.
  • Refund Policy: Refunds are generally not available for medications already dispensed by a Partner Pharmacy. If you are charged for the dispensation of a medication but are not issued a prescription for such medication following a consultation, we will refund you the amount charged for such medication. If you have been issued a prescription but your medication has not yet been dispensed, you may be able to cancel your order and receive a refund, however you must promptly contact our customer service department at care.ca@medexpress.co in order to see if such cancellation is possible. If medication delivered to you is damaged in transit, you may be eligible for a refund, however you must promptly contact our customer service department at care.ca@medexpress.co to see if that is possible, provided that you may be required to return any damaged medication to us or the Partner Pharmacy. All consultation and other program fees are non-refundable.
  • Currency: All prices and payments are in Canadian dollars.
  • Taxes: You will be responsible for the payment of any sales, use, value-added and similar taxes that MedExpress is required to collect in respect of applicable fees and charges, including any taxes it may be required to collect on behalf of the Partner Pharmacy. Any such taxes will be itemized on your receipt or invoice.

8. Privacy and Personal Health Information

  • Privacy Policy: Your privacy is important to us. Our Privacy Policy describes how we handle your personal information and your rights and choices regarding your personal information. Please review it carefully.
  • Consent: By using the Platform, you consent to the collection, use, and disclosure of your personal information as described in the Privacy Policy and these Terms, including the sharing of personal information between MedExpress, Authorized Healthcare Professionals, and the Partner Pharmacy as necessary to provide the Healthcare Services and the Pharmacy Services.
  • Confidentiality: MedExpress employs reasonable security measures, but cannot guarantee the absolute security of data transmitted over the internet. Communications via the Platform may not be completely confidential.

9. Electronic Communications and SMS Consent

  • Electronic Communications: By using the Platform, you consent to receive communications from MedExpress, Authorized Healthcare Professionals, and the Partner Pharmacy electronically (e.g., via secure messaging within the Platform, email, SMS). You agree that electronic communications satisfy any legal requirement for written communication.
  • SMS Messages: MedExpress uses SMS text messages for operational and marketing purposes.
    • Operational Messages: For account/treatment management (e.g., assessment updates, prescription/refill reminders, shipping notices). Message frequency varies. Standard messaging/data rates may apply. You cannot opt out of essential operational messages related to patient safety and continuity of care.
    • Marketing Messages: For offers and products. Sent only if you opt-in. Standard messaging/data rates may apply. Reply STOP to opt-out; reply HELP for assistance.

10. Intellectual Property

  • Ownership: The Platform and all its content (including software, text, graphics, logos, designs, etc., collectively "Content") are the exclusive property of MedExpress and its licensors, protected by copyright, trademark, and other intellectual property laws.
  • Limited License: You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Platform and Content for your personal, non-commercial use in accordance with these Terms. You acquire no other rights or licenses.
  • Reservation of Rights: MedExpress reserves all rights not expressly granted to you.
  • Your Submissions: Any communications that you submit via the Platform, (including, for example, any reviews that you post) (collectively, such communications “Submissions”) are on a non-confidential basis, and we are free to use and disclose the content of any such communication, including any ideas, inventions, concepts or know-how disclosed therein, for any purpose including developing, manufacturing and/or marketing goods or services. You agree to not assert any ownership right of any kind in such Submissions (including copyright, trade-mark, patent, unfair competition, moral rights, or implied contract). Upon submission, you automatically grant to us and our successors and assigns a perpetual, royalty-free, irrevocable, unrestricted, non-exclusive, world-wide, right and license to use, copy, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, perform, display and otherwise exploit the Submissions or any ideas, concepts, know-how or techniques associated with the Submissions for any purpose whatsoever, commercial or otherwise, using any form, media or technology now known or later developed, without providing compensation to you or anyone else, without any liability whatsoever, and free from any obligation of confidence or other duties on the part of us or our successors or assigns. You waive all author’s moral rights in the Submissions (including the right to be associated with a Submission) upon submission, as well as the right to receive any financial or other consideration in connection with any Submissions.

11. Third-Party Links and Content

The Platform may contain links to third-party websites or resources not owned or controlled by MedExpress. MedExpress does not endorse and is not responsible for the content, privacy practices, or availability of such third-party sites or resources. Accessing third-party links is at your own risk.

12. Disclaimers of Warranties

THE PLATFORM, CONTENT, AND ANY SERVICES FACILITATED THROUGH IT ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. MEDEXPRESS DISCLAIMS ALL WARRANTIES AND CONDITIONS, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

MEDEXPRESS MAKES NO WARRANTY OR CONDITION THAT THE PLATFORM WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, OR THAT CONTENT WILL BE ACCURATE OR RELIABLE.

MEDEXPRESS DOES NOT WARRANT, ENDORSE, GUARANTEE, OR ASSUME RESPONSIBILITY FOR THE HEALTHCARE SERVICES PROVIDED BY AUTHORIZED HEALTHCARE PROFESSIONALS OR THE PHARMACY SERVICES PROVIDED BY THE PARTNER PHARMACY. ALL SUCH SERVICES ARE THE SOLE RESPONSIBILITY OF THE INDEPENDENT PROVIDERS.

13. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, MEDEXPRESS AND ITS REPRESENTATIVES (AS DEFINED BELOW)SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUES, WHETHER INCURRED DIRECTLY OR INDIRECTLY, OR ANY LOSS OF DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM (a) YOUR ACCESS TO OR USE OF OR INABILITY TO ACCESS OR USE THE PLATFORM; (b) ANY CONDUCT OR CONTENT OF ANY THIRD PARTY ON THE PLATFORM; (c) ANY CONTENT OBTAINED FROM THE PLATFORM; OR (d) UNAUTHORIZED ACCESS, USE OR ALTERATION OF YOUR TRANSMISSIONS OR CONTENT.

IN NO EVENT SHALL MEDEXPRESS'S AGGREGATE LIABILITY FOR ALL CLAIMS RELATING TO THE PLATFORM OR SERVICES EXCEED THE GREATER OF (a) ONE HUNDRED CANADIAN DOLLARS ($100 CAD) OR (b) THE AMOUNT PAID BY YOU TO MEDEXPRESS FOR THE SERVICES IN THE 12 MONTHS PRECEDING THE CLAIM.

MEDEXPRESS AND ITS REPRESENTATIVES ARE NOT LIABLE FOR ANY PERSONAL INJURY, INCLUDING DEATH, ALLEGEDLY CAUSED BY YOUR USE OR MISUSE OF THE PLATFORM, HEALTHCARE SERVICES, PHARMACY SERVICES, OR ANY INFORMATION PROVIDED THROUGH THEM. YOUR SOLE RECOURSE REGARDING SERVICES PROVIDED BY AUTHORIZED HEALTHCARE PROFESSIONALS OR THE PARTNER PHARMACY IS DIRECTLY AGAINST THOSE PROVIDERS.

14. Indemnification

You agree to defend, indemnify, and hold harmless MedExpress, its affiliates, licensors, and service providers, and its and their respective officers, directors, employees, contractors, agents, licensors, suppliers, representatives, successors, and assigns (collectively, “MedExpress and its Representatives”) from and against any claims, liabilities, damages, judgments, awards, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising out of or relating to your violation of these Terms or your use of the Platform, including, but not limited to, any use of the Platform's content, services, and products other than as expressly authorized in these Terms or your use of any information obtained from the Platform.

15. Termination

MedExpress may terminate or suspend your access to the Platform immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms. Upon termination, your right to use the Platform will immediately cease.

16. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict of law principles. You agree that any legal action or proceeding arising out of or relating to these Terms or the Platform shall be brought exclusively in the courts located in Toronto, Ontario.

17. General Provisions

  • Entire Agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between you and MedExpress regarding the Platform.
  • Waiver and Severability: No waiver by MedExpress of any term or condition set forth in these Terms shall be deemed a further or continuing waiver. If any provision is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
  • Assignment: You may not assign these Terms without MedExpress's prior written consent. MedExpress may assign these Terms freely.
  • Changes to these Terms: MedExpress reserves the right to change any part of these Terms at any time. If required by applicable law, we will provide you with at least 30 days prior notice of such changes (or such other notice period as required by applicable law). We will notify you of such changes by posting the new Terms on the Platform and updating the "Last Updated" date and, if required by applicable law, by notice to the contact details you provided as part of your account. Your continued use after such changes constitutes acceptance.

18. Contact Information

If you have any questions about these Terms, please contact us at:

MedExpress Digital Health Inc.

1 University Ave 3rd floor,

Toronto, ON M5J 1T1

care.ca@medexpress.co

+1 437-747-6681

Website Terms & Conditions - MedExpress