KINRO'S SERVICES DO NOT REPLACE YOUR RELATIONSHIP WITH A PHYSICIAN OR OTHER PRIMARY CARE PROVIDERS. THE SERVICES MAY NOT BE APPROPRIATE FOR EVERY MEDICAL CONDITION OR CONCERN. DO NOT USE OR WAIT FOR THE SERVICES FOR EMERGENCY OR CRISIS CARE. IF YOU BELIEVE YOU ARE EXPERIENCING A MEDICAL EMERGENCY, CALL 911 IMMEDIATELY OR ATTEND THE NEAREST EMERGENCY DEPARTMENT.
These Terms of Service (“Terms”) govern your access to and use of the websites, patient portal, mobile applications, software, electronic communication tools, and administrative or support features operated by or on behalf of Kinro Health Inc. (“Kinro,” “we,” “us,” and “our”) (collectively, the “Services”). For clarity, the Services do not include the independent health care services provided by Authorized Medical Providers or the dispensing and pharmacy services provided by licensed pharmacies. In these Terms, “you” and “your” refer to the person accessing or using the Services.
Your access to and use of the Services is subject to these Terms, our Privacy Policy, our Consent to Use Virtual Care Tools and Electronic Communications, and all applicable laws and regulations. Each of those documents is incorporated into these Terms by reference and forms part of these Terms. The applicable versions will be made available to you before acceptance, and you will be able to retain an electronic copy
BY ACCESSING OR USING THE SERVICES, OR BY ELECTRONICALLY ACCEPTING THESE TERMS WHERE ACCEPTANCE IS REQUESTED, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE LEGALLY BOUND BY THESE TERMS. IF YOU DO NOT AGREE WITH ANY PART OF THESE TERMS, YOU MAY NOT USE THE SERVICES.
Table of Contents
1.
Overview
2.
The Services and Your Relationship with Kinro
2.1
Symptoms and Conditions Not Eligible for the Services
3.
Registration and Account Security
4.
Ownership and License to Use the Services
5.
User Content
6.
Privacy
7.
Restrictions on Use
8.
Disclaimer of Warranties
9.
Limitation of Liability
10.
Indemnification
11.
Third-Party Links and Services
12.
Fees, Billing, Renewal, and Cancellation
13.
Changes to the Terms and the Services
14.
Termination
15.
Governing Law and Dispute Resolution
16.
Communications by Text Message and Email
17.
General
18.
Contact us
Overview
Our Services. The Services may include: (i) providing individuals with general health and wellness information; (ii) facilitating access to independent Authorized Medical Providers and licensed pharmacies; (iii) providing technology tools for addressing certain health issues; (iv) supporting the collection, transmission, storage, and retention of information and records on behalf of Authorized Medical Providers, professional practices, or pharmacies, as permitted by law; (v) administrative support for scheduling, communications, billing, and payment; and (vi) telecommunications support that enables users to communicate with Authorized Medical Providers.
Availability. Certain Services are available only to individuals physically located in provinces or territories in which Kinro and the applicable Authorized Medical Providers operate. You may be required to confirm your physical location whenever Healthcare Services are provided. Kinro is based in Canada and provides the Services only to persons located in Canada. We make no representation that the Services are appropriate or available outside Canada. If you access the Services from outside Canada, you do so at your own risk and are solely responsible for compliance with local laws
Eligibility. The Services are intended only for individuals 18 years of age or older. By accessing or using the Services, you represent and warrant that you are at least 18 years old, are physically located in a jurisdiction in which the applicable Services are offered, and are legally capable of agreeing to these Terms. Meeting these requirements does not guarantee that Healthcare Services, a prescription, or any particular treatment will be provided. Authorized Medical Providers may apply clinical eligibility criteria in their independent professional judgment. You are responsible for any device, internet, and software costs required to access the Services.
Language for Québec users. Where required by Québec law, a French version of these Terms and the related contractual documents will be made available before you expressly choose to be bound by an English version. No fee will be charged for the French version. Any language choice and the version accepted by you may be recorded electronically.
Electronic contracting. Before you activate a paid plan or authorize a medication purchase, Kinro will provide the disclosures required by applicable law and an opportunity to review the transaction, correct errors, and accept or decline it. A retainable electronic copy of the applicable agreement or confirmation will be provided after the transaction.
The Services and Your Relationship With Kinro
Telehealth. Telehealth involves the delivery of health care services using electronic communications and information technology between a health care provider and a patient who are not in the same physical location. Telehealth may be used for diagnosis, treatment, follow-up, and related patient education, and may include the electronic transmission of medical records, images, and personal health information; audio, video, and data interactions; and the issuance of prescriptions and other documents.
Kinro is a technology platform, not a health care or pharmacy provider. As a term and condition of receiving Services, you acknowledge and agree that:
Kinro owns and operates a technology platform (the “Platform”) that facilitates communication between users and independent, licensed health care professionals. Kinro is not registered or licensed to provide health care services and does not practise medicine or pharmacy.
Physicians and authorized non-physician providers, such as nurse practitioners (collectively, “Authorized Medical Providers”), provide health care services, including telehealth services (“Healthcare Services”), are independent third-parties who have chosen to use the Kinro Platform to provide Healthcare Services. In providing Healthcare Services, Authorized Medical Providers are not employees of Kinro and do not act on Kinro’s behalf.
The Authorized Medical Providers — and not Kinro — have complete authority, responsibility, supervision, and control over the provision of all medical and clinical services, including compliance with applicable standards of care, record-keeping, and other professional obligations. All diagnoses, treatments, prescriptions, and other Healthcare Services are provided exclusively by or under the supervision of Authorized Medical Providers, in their sole professional judgment.
An Authorized Medical Provider may decline, redirect, pause, or discontinue Healthcare Services where clinically appropriate, where the Services are being misused, or where required by law or professional obligations. Any discontinuation remains subject to the provider’s applicable duties concerning notice, follow-up, access to records, and continuity of care.
No outcome or result can be guaranteed in connection with Healthcare Services. An Authorized
Medical Provider may determine that the Services are not appropriate for some or all of your needs and may elect not to provide Healthcare Services to you.
By using the Services, you are not entering into a provider-patient relationship with Kinro. You consent to Authorized Medical Providers providing Healthcare Services to you through the Platform.
Pharmacy and dispensing services are provided by one or more licensed pharmacy partners, which are solely responsible for the accuracy, labelling, fulfilment, and dispensing of medications. Kinro is not a pharmacy and is not a drug manufacturer.
Health care professionals are independently licensed and regulated. Each Authorized Medical Provider must be licensed or otherwise legally authorized to provide Healthcare Services in the province or territory where you are physically located when the care is provided. The Authorized Medical Provider may be physically located in another jurisdiction where permitted by applicable law. Authorized Medical Providers are responsible for maintaining any professional liability insurance required by their governing regulatory body. You may direct a complaint concerning Healthcare Services to the regulatory body that licenses the applicable Authorized Medical Provider to provide care to you; most regulatory bodies maintain a public register of members.
Not a replacement for primary care. If you do not have a primary care provider, we encourage you to find one. Kinro does not provide your primary care provider with a report of the Healthcare Services you receive unless you request it, consent to the disclosure, or the disclosure is otherwise permitted or required by law. We strongly recommend that you inform your primary care provider of the Healthcare Services you receive so they can be considered in your overall care.
Reliance on the information you provide. You acknowledge that Authorized Medical Providers may not have access to your complete medical record and cannot physically examine you through an asynchronous or other virtual interaction. They rely on you to provide an accurate, complete, and honest description of your medical history, symptoms, current medications, allergies, location, and any physical parameters requested. Withholding or misstating information may make treatment unsafe.
In-person care and location confirmation. An Authorized Medical Provider may require you to confirm your physical location, attend an in-person assessment, complete testing, or obtain care from another provider where virtual care is not clinically appropriate or legal requirements cannot otherwise be met.
The Services cannot be used for emergencies or for the conditions listed below. If you believe you are experiencing a medical emergency, call 911 immediately or attend the nearest emergency department. Do not wait for a response through the Platform. You agree to seek emergency, urgent, in-person, or follow-up care when recommended by an Authorized Medical Provider. The following symptoms are NOT eligible to be assessed or treated through the Services:
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Chest pain or pressure;
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Difficulty breathing or shortness of breath;
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Blackouts, fainting, or feeling that you may black out;
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Any impairment in level of consciousness;
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Stroke-like symptoms, such as impaired sensation or paralysis on one side of the body.
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Any abdominal pain severe enough that you are unable to comfortably walk, or severe or persistent abdominal pain, which may be a sign of a serious condition such as pancreatitis or gallbladder disease;
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Signs of a severe allergic reaction, such as swelling of the face, lips, or throat, or difficulty swallowing or breathing;
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A prolonged or painful erection lasting more than four (4) hours (prapism), which is a medical emergency requiring immediate in-person care.
Controlled and restricted medications. Kinro’s Services do not support the prescribing of narcotics, controlled substances, or any other medication that Kinro or an Authorized Medical Provider determines is inappropriate for treatment through the Platform. Nothing in this paragraph limits an Authorized Medical Provider’s independent professional judgment, scope of practice, or legal and professional obligations.
Prescriptions. Any prescription issued to you by an Authorized Medical Provider is solely for the personal use of the individual named on the prescription. You agree to carefully and fully read all provided product information and labels, and to contact a physician or pharmacist if you have any questions regarding the prescription or medication. You should promptly report medication reactions, side effects, or other adverse events to your Authorized Medical Provider and, where appropriate, your primary care provider, a walk-in clinic, an urgent care facility, or an emergency department. Call 911 in an emergency.
Pharmacy services. If you receive a prescription through the Services, you may choose to have it fulfilled by a Kinro pharmacy partner or by another pharmacy of your choice, subject to availability and applicable law. You consent to Kinro disclosing to the selected pharmacy the information, health care records, and personal information reasonably necessary to provide pharmacy services to you. Medications will be packaged and dispensed by the pharmacy in accordance with applicable laws, professional requirements, manufacturer requirements, and the pharmacy’s clinical judgment. You must store all medication securely and out of the reach of children.
Electronic communications. By accepting these Terms, you consent to Kinro, the Authorized Medical Providers, and our pharmacy and health care partners sending you disclosures, notices, messages, reports, and other communications electronically, including through your account, by email, or by text message where you have provided the required consent. It is your responsibility to monitor these communications. The risks of electronic and unencrypted communication are described more fully in our Consent to Use Virtual Care Tools and Electronic Communications. You agree that information provided or signed electronically is equivalent to information provided or signed in writing. No method of electronic transmission can be guaranteed to be completely secure.
Approved communication channels. Unless an Authorized Medical Provider instructs you otherwise, communications concerning Healthcare Services accessed through Kinro must be made through the Platform or another communication method approved by the provider. Kinro and the applicable provider may be unable to monitor, secure, document, or support communications sent through unauthorized channels, including a provider's personal email address, personal telephone number, or social media account. Do not use any communication channel for an emergency.
Registration and Account Security
You must create an account to access certain Services. You agree to provide accurate, complete, and current information and to keep it updated. If you do not, or if Kinro reasonably suspects that the information is inaccurate, incomplete, fraudulent, or belongs to another person, Kinro may suspend or terminate your account. You agree to keep your username and password confidential, to exit your account at the end of each session, and not to share your password or create more than one account without Kinro’s written permission. You are responsible for activity under your account to the extent permitted by law. You must notify Kinro immediately of any unauthorized use of your account or any other breach of security by emailing support@kinrohealth.ca. Kinro is not responsible for losses caused by your failure to take reasonable steps to protect your account, except to the extent the loss was caused or contributed to by Kinro’s own acts or omissions.
Identity and account verification. Kinro may request reasonable information or documentation to verify your identity, age, physical location, payment authorization, insurance information, delivery information, or account security. You agree to provide truthful, complete, and current verification information. If you do not provide requested information within the period communicated to you, Kinro may suspend affected non-urgent Services until verification is completed. Any suspension remains subject to applicable clinical, privacy, record-retention, and continuity-of-care obligations
Ownership and License to Use the Services
Ownership. As between you and Kinro, Kinro is the sole and exclusive owner of all right, title, and interest in and to the Services and their content, features, and functionality (the “Services Content”), including all related intellectual property rights. Except as expressly permitted in these Terms or in writing by Kinro, you may not reproduce, publish, distribute, modify, reverse engineer, create derivative works of, publicly display or perform, republish, download, store, transmit, sell, or otherwise exploit any part of the Services or Services Content. Certain names, logos, and marks displayed through the Services are trademarks of Kinro or its affiliates, and you may not use them without Kinro’s prior written permission.
Your licence. Subject to your compliance with these Terms, Kinro grants you a personal, limited, revocable, non-exclusive, non-transferable right to view, access, and use the Services and Services Content solely for your personal, non-commercial use. All rights not expressly granted are reserved.
User Content
Except as provided in our Privacy Policy, or as governed by applicable privacy laws, any information you provide through the Services that is not personal health information or otherwise protected (for example, general feedback, comments, or suggestions) (“User Content”) may be used by Kinro for its business purposes. Your personal information and personal health information are governed by our Privacy Policy and applicable law, not by this section. You grant Kinro a transferable, sublicensable licence to use User Content to operate, improve, and develop the Services, subject always to our Privacy Policy and applicable law.
You acknowledge that we may access, preserve, and disclose your information or User Content if we believe in good faith that doing so is permitted or required by law; to enforce these Terms or our Privacy Policy; to respond to claims that content violates third-party rights; to respond to your requests for customer service; or to protect the rights, property, or safety of Kinro, its users, or the public.
Privacy
Kinro understands the importance of the confidentiality and privacy of your information. Our Privacy Policy describes how Kinro collects, uses, discloses, retains, and protects personal information and is incorporated into these Terms by reference. Depending on the Service, the jurisdiction, and the nature of the record, an Authorized Medical Provider, the provider’s professional practice or entity, or a licensed pharmacy may be the health information custodian, controller, or other legally responsible organization for personal health information. Kinro may act as an agent, service provider, electronic service provider, or other authorized technology or administrative provider to those organizations, as permitted by applicable law. Kinro’s technology or administrative role does not transfer clinical responsibility from an Authorized Medical Provider or dispensing responsibility from a pharmacy.
Requests to access or correct a clinical or pharmacy record, questions about retention, and privacy complaints will be directed to or handled with the organization legally responsible for the applicable information. Kinro will provide reasonable assistance in identifying the appropriate contact. Personal information and personal health information will be handled in accordance with the Privacy Policy, applicable health privacy legislation, and the applicable provider’s or pharmacy’s legal and professional obligations.
Restriction on Use
You agree that, on accessing or using the Services, you will not, or will not attempt to:
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Impersonate any person or entity or misrepresent your affiliation with a person or entity;
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Provide materially false identity, health, prescription, payment, or delivery information, or use the Services to obtain care or medication for another person;
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Redirect, forward, reship, or arrange delivery of medication to a jurisdiction in which the applicable prescription, dispensing, or delivery is not authorized;
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Violate any applicable local, provincial, national, or international law;
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Reverse engineer, disassemble, decompile, or translate any software or component of the Services;
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Upload or transmit any virus, malware, or other harmful code;
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Infringe or misappropriate any intellectual property or other right of any third party;
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Use any robot, spider, scraper, or automated means to access the Services without our written permission, or bypass measures used to restrict access;
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Resell, sublicense, or otherwise commercially exploit the Services, Services Content, or User Content except as expressly permitted;
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Use confidential or non-public information obtained throught he Services to develop a directly competing product or service in breach of a legal duty owed to Kinro;
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Disrupt, overburden, or impair the Services or any connected network or system;
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Harass, threaten, abuse, defame, or intimidate any Authorized Medical Provider, pharmacy team member, Kinro personnel, or other user;
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Circumvent any security or technological protection measure;
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Remove or obscure any propretary notices; or
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Encourage or enable any other person to do any of the foregoing.
Disclaimer of Warranties
THE LAWS OF CERTAIN JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN WARRANTIES OR LIABILITY. IF THOSE LAWS APPLY TO YOU, SOME OR ALL OF THE FOLLOWING EXCLUSIONS OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS.
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICES AND SERVICES CONTENT ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. KINRO AND ITS AFFILIATES, AND THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS (COLLECTIVELY, “RELATED PERSONS”), DISCLAIM ALL WARRANTIES AND CONDITIONS OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, TITLE, AVAILABILITY, SECURITY, ACCURACY, AND RELIABILITY. KINRO DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE FROM VIRUSES OR OTHER HARMFUL COMPONENTS. THIS DISCLAIMER DOES NOT APPLY TO THE PROFESSIONAL JUDGMENT OF AUTHORIZED MEDICAL PROVIDERS, WHO ARE SOLELY RESPONSIBLE FOR THE CARE THEY PROVIDE.
Limitation of Liability
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, AND EXCEPT AS SET OUT IN THIS SECTION, IN NO EVENT WILL KINRO OR ITS RELATED PERSONS OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, OR FOR ANY LOSS OF REVENUE, PROFITS, GOODWILL, DATA, OR SERVICE INTERRUPTION, ARISING OUT OF OR RELATED TO YOUR USE OF (OR INABILITY TO USE) THE SERVICES, WHETHER BASED IN CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR ANY OTHER THEORY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, THE TOTAL AGGREGATE LIABILITY OF KINRO AND ITS RELATED PERSONS FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THE SERVICES WILL NOT EXCEED THE GREATER OF: (A) THE AMOUNTS PAID BY YOU TO KINRO FOR ACCESS TO THE SERVICES IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM; AND (B) CAD $100.
NOTHING IN THESE TERMS EXCLUDES OR LIMITS LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW, INCLUDING LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE, FOR FRAUD, OR UNDER APPLICABLE CONSUMER PROTECTION LEGISLATION.
Indemnification
To the fullest extent permitted by applicable law, you agree to indemnify and hold harmless Kinro, its corporate affiliates, and their respective directors, officers, employees, contractors, licensors, suppliers, and agents from and against third-party claims, damages, losses, liabilities, costs, and expenses, including reasonable legal fees, arising from or relating to: (i) your unauthorized use of the Services; (ii) your fraud, violation of law, negligence, or wilful misconduct; or (iii) your material breach of these Terms. You are not required to indemnify any person to the extent a claim was caused or contributed to by that person’s own negligence, wilful misconduct, breach of law, or breach of these Terms.
Third-Party Links and Services
The Services may contain links to or features operated by third parties (“Third-Party Services”) that are not under our control. We provide them as a convenience and do not endorse them or accept responsibility for their content, products, or services. Your use of Third-Party Services is at your own risk. We are not a party to, and are not responsible for resolving, any dispute between you and any other user or third party. To the extent permitted by law, you release Kinro and its Related Persons from claims arising solely out of a dispute between you and a third party, except to the extent the claim arises from or was contributed to by Kinro’s own acts or omissions.
Fees, Billing, Renewal, and Cancellation
Consultation. There is no fee to complete an initial consultation with an Authorized Medical Provider for the “Weight Loss” and “Sexual Health” categories. Medication, pharmacy charges, and any recurring care fee are separate and will be disclosed before you authorize them.
Plan activation. Following a consultation, if an Authorized Medical Provider issues a prescription, you may choose to activate a Kinro plan. Activation begins an initial twenty-eight (28) day period during which the recurring care fee is waived. You may still purchase medication during this period. Before activation, you will be shown the recurring care fee, billing interval, first billing date, cancellation method, and any applicable taxes.
Recurring care fee and billing interval. At the end of the initial twenty-eight (28) day waiver period in the “Weight Loss” category, your payment method will be charged a care fee of $29 plus applicable taxes. Unless a different interval is clearly disclosed to and accepted by you before activation, the care fee will be charged every twenty-eight (28) days thereafter. The care fee provides continuing access to your Authorized Medical Provider and the Kinro Platform, including the ability to message your provider, request follow-up care, complete required check-ins, and request treatment adjustments. The care fee may be charged even if you do not order medication during a billing period because that access remains available.
Advance notice and billing records. Kinro will provide advance notice before the initial waiver period ends and before the first recurring care fee is charged. Your account and payment confirmation will identify the amount, billing interval, and applicable date. If a required notice or charge is sent or processed in error, Kinro will investigate and correct any confirmed billing error. Medication is purchased separately and is not automatically renewed. Payment for medication is separate from the care fee and is not bundled with it. Medication is not billed automatically. To receive medication, you must actively select or confirm the applicable shipment or pickup, review the price, and authorize payment. No medication charge will be made without your active authorization, except where you have separately and validly enrolled in an automatic medication-renewal feature that clearly discloses its terms and may be cancelled as required by law.
Cancellation. You may cancel your plan at any time through the self-serve dashboard in your Kinro account, using the same Platform through which you enrolled, or by contacting support@kinrohealth.ca if the dashboard is unavailable. Unless applicable law requires an earlier effective date, cancellation takes effect at the end of your current paid billing period, and you will not be charged a further care fee. Cancellation does not cancel or reverse a medication order that has already been authorized and dispensed. Nothing in these Terms limits any statutory cancellation right available to you.
Care-fee refunds. Care fees are generally non-refundable once the applicable billing period begins because access remains available during that period. Kinro will refund or credit duplicate charges, charges made after an effective cancellation, or other confirmed billing errors. Additional refunds will be provided where required by applicable law. Unless required by law, no prorated refund is provided for unused time after a voluntary cancellation.
Inactive plans. If you have not ordered medication for ninety (90) consecutive days, Kinro may automatically cancel your plan and stop charging the care fee after providing notice. You may request reactivation, subject to current eligibility, pricing, and any clinical reassessment required by an Authorized Medical Provider.
Refunds — medication. Once medication has been dispensed by a pharmacy, it generally cannot be returned to inventory, resold, or refunded. Nothing in this paragraph limits a refund, replacement, or other remedy required by law or provided because of a confirmed dispensing, billing, product-quality, delivery, or other error.
Failed, delayed, missing, and unclaimed deliveries. You are responsible for providing an accurate delivery address and for being available to receive your delivery where a signature or other delivery requirement applies. If a delivery is delayed, lost, damaged, returned, or unclaimed, Kinro and the dispensing pharmacy will review the circumstances, the courier records, medication type, and any temperature or product-integrity requirements.
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Where the issue resulted from a confirmed error by Kinro, the dispensing pharmacy, or the courier, Kinro will coordinate an appropriate replacement, reshipment, refund, or credit, subject to the dispensing pharmacy’s legal and clinical requirements.
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Where the issue resulted from an incorrect address supplied by you, failure to follow a stated signature or pickup requirement, refusal of delivery, or an unclaimed package, you may be responsible for redelivery, replacement, or other associated costs.
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Medication requiring refrigeration or other controlled conditions cannot be redelivered or reused if the dispensing pharmacy cannot confirm that its integrity was maintained. If the delivery failed for a reason within your control, the medication may be non-refundable and a replacement may need to be purchased, except where applicable law requires otherwise.
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A package shown as delivered but reported missing will be reviewed using available courier evidence and other relevant information. Any replacement, refund, or credit will be determined reasonably in light of the circumstances and applicable law.
Payment-method validation and authorization holds. Kinro or its payment processor may validate your payment method or place a temporary authorization hold before completing a transaction. An authorization hold is not necessarily a completed charge and may remain visible until released by your financial institution. The applicable amount and purpose of the validation or hold will be disclosed before you authorize the transaction.
Payment processing. Payments are processed by a third-party payment processor. Kinro does not collect or store your full payment card number. If a payment fails, is declined, is disputed, or is reversed, Kinro may suspend the affected paid Services after providing any notice required by law and may contact you to resolve the payment issue. A clinical provider’s independent duties concerning urgent care, records, and continuity of care are not eliminated by a payment dispute.
Insurance and third-party payment. Insurance coverage, reimbursement, manufacturer assistance, and payment by a public or private third party are subject to the applicable payer’s rules and are not guaranteed by Kinro. You remain responsible for deductibles, copayments, amounts exceeding coverage limits, and any medication or Service that is not covered. Kinro is not a party to your agreement with an insurer, benefit plan, manufacturer program, or other payer. Kinro and its pharmacy partners may collect, use, and disclose information reasonably necessary to verify or administer coverage, in accordance with the Privacy Policy, your authorization where required, and applicable law.
Price changes. Kinro may change the care fee or medication pricing prospectively. Medication prices will be disclosed before each purchase. Kinro will provide advance notice of a change to a recurring care fee before the change takes effect. Where applicable law requires renewed or express consent, the new recurring fee will not be charged until that consent is obtained. A price change will not apply retroactively to a completed transaction.
Pricing and technical errors. Kinro may correct an obvious pricing, product-description, or technical error before a transaction is completed or medication is dispensed. If correcting an error would increase an amount you have already authorized, Kinro will obtain your authorization for the corrected amount or cancel the affected transaction and refund any amount collected. Kinro will not retroactively increase the price of a completed transaction.
Changes to the Terms and the Services
The Services are continually under development. Kinro may revise these Terms prospectively. For a material change, including a material change to billing, privacy, cancellation, or dispute provisions, Kinro will provide advance notice in the manner required by applicable law and will obtain renewed or express consent where required. Changes will not apply retroactively to conduct or transactions completed before their effective date. If you do not agree with a change, you may stop using the Services and cancel any paid plan before the change takes effect.
Kinro may modify, suspend, or discontinue all or part of the Services. Where reasonably practicable, Kinro will provide advance notice of a material discontinuation that affects an active paid plan. Advance notice may not be possible for urgent security, legal, safety, fraud-prevention, or technical reasons. If Kinro permanently discontinues a paid Service during a prepaid period, Kinro will provide any refund or credit required by law and will reasonably assist with access to records or continuity steps for which Kinro is responsible.
14. Termination
These Terms remain in effect while you access or use the Services. You may terminate them by discontinuing use and, where applicable, cancelling your paid plan. Kinro may immediately suspend access where reasonably necessary to address fraud, identity concerns, unlawful conduct, threats, harassment, misuse, security risks, or risks to patient or public safety. Kinro may otherwise suspend or terminate access for a material breach of these Terms after providing reasonable notice and an opportunity to address the issue where appropriate and legally permitted.
Termination of your Kinro account does not itself terminate an existing provider-patient relationship, erase a health record, or remove an Authorized Medical Provider’s or pharmacy’s legal and professional obligations. The applicable Authorized Medical Provider, professional practice, or pharmacy remains responsible for records, follow-up, and continuity obligations that apply to it. Kinro will reasonably assist with account records and communications within its custody or control. The following provisions survive termination to the extent necessary to give them effect: Ownership and Licence; User Content; Privacy; Disclaimer of Warranties; Limitation of Liability; Indemnification; Governing Law and Dispute Resolution; and General.
Governing Law and Dispute Resolution
Governing law — users outside Québec. Except as provided below and subject to mandatory consumer protections, these Terms and any dispute, claim, or controversy arising out of or relating to them or the Services (each, a “Dispute”) are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario, without regard to conflict-of-laws principles or the United Nations Convention on Contracts for the International Sale of Goods.
Québec consumers. If you are a consumer residing in Québec, these Terms and any Dispute are governed by the laws of Québec and the federal laws of Canada applicable in Québec. Nothing in these Terms requires a Québec consumer to bring a proceeding outside Québec, restricts the consumer’s right to go before a court with jurisdiction, requires pre-dispute arbitration, or limits any non-waivable right to participate in a class proceeding.
Mandatory consumer protections. Nothing in these Terms limits, restricts, or excludes any right, remedy, limitation period, cancellation right, jurisdictional right, or protection available to you under the mandatory laws of the province or territory in which you reside, to the extent those laws cannot be excluded or waived by agreement. Where a provision of these Terms conflicts with such a law, that law prevails to the extent of the conflict, and the remainder of these Terms continues to apply.
Informal resolution first. Before commencing a court proceeding, you and Kinro agree, where legally permitted and reasonably practicable, to provide written notice of the Dispute to the other party and attempt in good faith to resolve it through direct negotiation for thirty (30) days. Notices to Kinro may be sent to support@kinrohealth.ca and should describe the nature of the Dispute, relevant facts, and requested resolution. This process does not prevent either party from seeking urgent or injunctive relief, filing a claim in small claims court, contacting a regulator or consumer-protection authority, preserving a limitation period, or exercising any right that cannot legally be restricted.
Jurisdiction — users outside Québec. Subject to mandatory laws and any right to bring a proceeding in another jurisdiction, a Dispute not resolved informally may be brought in the courts of Ontario. You and Kinro submit to those courts without limiting any non-waivable consumer right concerning venue or jurisdiction. The separate Québec provision above applies to Québec consumers.
Injunctive relief. Either party may seek injunctive or other equitable relief in a court of competent jurisdiction to prevent actual or threatened infringement, misappropriation, misuse of confidential information, or a material data-security risk, without first completing the informal-resolution period.
Severability. If any provision of this section is found to be void, invalid, or unenforceable, it will be severed or limited only to the minimum extent necessary, and the remaining provisions will continue in full force and effect.
16. Communication by Text Message and Email
By providing your contact information and, where required, opting in, you consent to receiving communications regarding your account and use of the Services, which may include assessment status, messages from an Authorized Medical Provider, prescription or pharmacy updates, billing notices, security notices, and other transactional messages. Promotional messages will be sent only to the extent you have provided any consent required by applicable law. You represent that you are the owner or authorized user of the mobile device or email account used to enrol and are responsible for carrier or internet charges. Neither Kinro nor your carrier is responsible for delays or failures outside its reasonable control.
Access to the Services is not conditioned on consent to receive marketing messages. You may opt out of marketing SMS by replying STOP and may unsubscribe from marketing email using the unsubscribe mechanism provided. You may need to opt out of separate programs individually. Opting out of marketing does not prevent Kinro, an Authorized Medical Provider, or a pharmacy from sending transactional, clinical, safety, legal, or account messages where permitted by law. Text messages and unencrypted emails may be intercepted. If you choose to send or receive health or other sensitive information by these means, you accept the associated risks described more fully in our Consent to Use Virtual Care Tools and Electronic Communications.
. General
No waiver. No waiver of any term is a continuing waiver or a waiver of any other term, and Kinro’s failure to assert any right does not waive it.
No agency. These Terms do not create any partnership, joint venture, employment, or agency relationship between you and Kinro. You may not bind Kinro in any way.
Assignment. You may not assign your rights under these Terms without Kinro’s written consent. Kinro may assign its rights and obligations in connection with a merger, reorganization, financing, sale of assets, or other business transaction, provided that the assignment does not reduce any non-waivable consumer or privacy right. Kinro will provide notice where required by applicable law.
Severability. If any provision of these Terms is held void, invalid, or unenforceable, the remaining provisions remain in full force and effect.
Entire agreement. These Terms, together with the documents incorporated by reference, constitute the entire agreement between you and Kinro regarding the Services and supersede all prior communications and proposals.
Headings. Section headings are provided for convenience only and do not affect the interpretation of these Terms.
18. Contact Us
If you have questions about these Terms, need to report an account-security issue, wish to cancel when the dashboard is unavailable, or want to provide notice of a Dispute, please contact us at support@kinrohealth.ca.
Kinro Health Inc. Pharmacy services fulfilled by SimpliPharm Pharmacy, Unit 29, 5155 Spectrum Way, Mississauga, ON L4W 5A1.
