Payment and cancellation policy
VirtuaSanté is a private clinic offering professional remote health services. This policy sets out the terms that apply to payment for services, cancellations, changes, and absences from appointments.
This policy, as well as the fees applicable to the services, are communicated to the patient before an appointment is booked.
1. Private services and payment terms
The professional services offered by VirtuaSanté are private services billed directly to the patient and are not billed to the Régie de l’assurance maladie du Québec (RAMQ).
Following acceptance of an appointment request, an invoice corresponding to the applicable fees is made available in the patient portal.
Invoices are payable upon issuance, according to the payment terms indicated on them.
When the applicable fees must be changed based on the services required or the patient’s situation, VirtuaSanté will inform the patient as soon as possible and, when circumstances allow, before the services concerned are provided.
The patient remains responsible for payment of the fees, regardless of any eligibility for reimbursement from a private insurer.
2. Cancelling an appointment
An appointment may be cancelled at least 24 hours before the scheduled appointment time at no charge.
When an appointment is cancelled less than 24 hours before the scheduled time, a fee equal to 50% of the fees applicable to the appointment will be billed to the patient.
The 24-hour period is calculated from the scheduled appointment time.
3. Changing or rescheduling an appointment
A request to reschedule an appointment made at least 24 hours before the scheduled time incurs no fees.
A request to reschedule an appointment made less than 24 hours before the scheduled time is treated as a cancellation with less than 24 hours’ notice, and a fee equal to 50% of the fees applicable to the appointment will be billed.
When circumstances allow, VirtuaSanté may exceptionally agree to reschedule an appointment without applying these fees.
4. Late arrival and patient absence
The clinician will wait 5 minutes after the scheduled appointment time. They may, however, at their discretion, wait beyond that period when they believe they can still provide quality care in the remaining time.
If the patient does not attend within a timeframe that allows the required care to be adequately provided during the scheduled appointment duration, the appointment will be treated as an absence and a fee equal to 50% of the applicable fees will be billed.
In the event of a late arrival, the clinician may continue the consultation if the remaining time allows quality care to be provided. The appointment cannot necessarily be extended beyond the scheduled duration.
5. Technical issues
The patient must have a compatible device and an Internet connection that allow them to take part in the virtual consultation.
In the event of a technical issue, the patient must contact VirtuaSanté as soon as possible so that, when feasible, the consultation can continue.
Situations arising from technical issues will be assessed according to the circumstances.
6. Cancellation or rescheduling by VirtuaSanté
If VirtuaSanté must cancel or reschedule an appointment, no fees will be billed to the patient.
The patient may book another appointment at a different date.
7. Exceptional circumstances and force majeure
Exceptions to the fees provided for in this policy may be granted when exceptional circumstances or a case of force majeure so warrant.
Whether an exception applies is assessed according to the particular circumstances of each situation.
Granting an exception in a given situation does not constitute a general waiver of this policy.
8. Invoice payment and unpaid balances
Invoices are payable upon issuance. When an invoice remains unpaid, VirtuaSanté may send the patient payment notices or reminders so that they can settle their balance.
As long as a balance remains unpaid, VirtuaSanté may suspend the ability to book new appointments or receive new professional services, subject to applicable professional obligations.
In cases where, despite notices and reasonable steps taken to obtain payment, an invoice remains unpaid and the patient refuses or fails to pay the amounts owing, VirtuaSanté may use the legal means available to obtain payment.
9. Private insurance
The patient is responsible for checking with their private insurer whether VirtuaSanté’s professional services are eligible for reimbursement.
VirtuaSanté may provide an invoice indicating the professional services rendered and the fees charged, but does not guarantee that the services will be eligible under a private insurance plan or the amount that may be reimbursed.
10. Acceptance of the policy
Before confirming an appointment request, the patient must review this policy and confirm that they accept its terms.