Clinic Policies

2. Eligibility and Limitations of Virtual Services

Virtual care is not appropriate for all medical situations.

Depending on your health condition, symptoms, or the information obtained during the consultation, it may be necessary to:

• Consult a healthcare professional in person
• Undergo a physical examination
• Complete additional diagnostic testing
• Be referred to a clinic, medical centre, or emergency department

Pause Claire reserves the right to refuse or discontinue a consultation when it determines that an in-person assessment is necessary to ensure safe and appropriate care.

3. Appointment Booking

Appointments may be booked online based on available appointment times.

Patients are responsible for providing accurate, complete, and up-to-date information when booking an appointment.

A confirmation email containing appointment details will be sent after the booking is completed.

4. Cancellations and Rescheduling

We understand that unexpected circumstances may arise.

Appointments may be cancelled or rescheduled without charge up to twenty-four (24) hours before the scheduled appointment time.

Any cancellation or request to reschedule made less than 24 hours before the appointment will result in a fee equal to 40% of the scheduled consultation fee.

This policy allows us to make appointment times available to other patients who may need care.

Notwithstanding the above policy, we understand that certain situations may be beyond your control, and we will assess such circumstances on a case-by-case basis.

5. Missed Appointments

An appointment will be considered missed when a patient:

• Does not attend the consultation
• Cannot be reached at the scheduled appointment time
• Arrives more than 15 minutes late, thereby preventing the consultation from being conducted appropriately

Missed appointments will be charged in full.

6. Late Arrivals

We encourage you to log in a few minutes before your scheduled appointment time.

If you are late, the duration of your consultation may be shortened in order to respect the schedules of other patients.

When a delay compromises the quality or safety of the consultation, the appointment will be cancelled and the applicable missed appointment fees will apply.

7. Payment for Services

Applicable fees are displayed at the time of booking.

Payment is due following the completion of the consultation.

All fees are expressed in Canadian dollars.

In accordance with the Excise Tax Act and the Quebec Sales Tax Act, consultations provided by Pause Claire are exempt from GST and QST.

Pause Claire reserves the right to modify its fees at any time. However, the fees in effect at the time of booking will remain applicable to the scheduled appointment.

No refunds are available for consultations or any other services offered by Pause Claire.

8. Receipts and Insurance Coverage

An official receipt will be provided where applicable.

Services offered by Pause Claire may be eligible for reimbursement through certain private insurance plans, depending on the terms of the patient's coverage.

It is the responsibility of each patient to verify their eligibility with their insurer.

Pause Claire cannot guarantee eligibility for reimbursement or payment of fees by any insurance provider.

9. Conditions Related to Virtual Consultations

Patients are responsible for:

• Having access to a compatible device
• Maintaining a reliable internet connection
• Providing a valid telephone number
• Being located in a private and secure environment that allows for a confidential consultation

Although we use secure platforms and take reasonable measures to protect the confidentiality of personal information, no technology can guarantee absolute security.

Technical interruptions beyond our control may occasionally occur.

10. Electronic Communications

Communications by email, contact form, or electronic messaging are intended for administrative matters only.

Please do not send sensitive, urgent, or detailed medical information through these communication channels.

No diagnosis, treatment, medical advice, or clinical recommendations will be provided by email.

Response times may vary, and messages are not monitored continuously.

11. Test Results and Follow-Up

When laboratory tests or other investigations are recommended, patients remain responsible for completing the requested testing within the appropriate timeframe.

Results will be reviewed in accordance with applicable clinical procedures.

Depending on the results obtained, a follow-up consultation may be required to discuss findings, recommendations, or adjustments to the care plan.

Results are not communicated by email.

12. Prescriptions, Renewals, and Clinical Requests

Where authorized by applicable laws, regulations, and professional standards, prescriptions, renewals, therapeutic recommendations, or requests for investigations may be issued following an appropriate clinical assessment.

All clinical decisions remain subject to the professional judgment of the clinician and the information available at the time of the assessment.

No prescription, order, laboratory requisition, or renewal can be guaranteed.

Prescription renewal requests may require a follow-up consultation before being authorized.

13. Forms and Administrative Requests

The completion of forms, medical letters, insurance documents, attestations, or other administrative requests may be subject to additional fees.

Processing times vary depending on the complexity of the request.

14. Urgent Situations

Pause Claire does not provide emergency services.

If you believe you are experiencing a medical emergency or require immediate medical attention:

• Call 911
• Attend the nearest emergency department
• Contact the appropriate emergency services

Do not use email, the contact form, or the appointment booking platform to report an emergency.

15. Respectful Conduct

We are committed to providing a safe, respectful, and professional environment.

Any abusive, intimidating, threatening, discriminatory, harassing, or disrespectful behaviour toward members of our team may result in:

• Immediate termination of the consultation
• Cancellation of future appointments
• Termination of the therapeutic relationship, where permitted by applicable professional standards

16. Changes to These Policies

Pause Claire may modify these policies at any time to reflect changes in its services, practices, or applicable legal and regulatory requirements.

The most current version will always be available on our website.

17. Contact Us

If you have any questions regarding these policies, please contact us:

Email: info@pauseclaire.ca

Website: pauseclaire.ca

Phone: Coming soon