1. Who these terms are between
These terms are an agreement between you and Avora Health Inc. (“Avora”, “we”). They apply whenever you use our website, the patient portal, or any care coordinated through them. If you do not accept them, do not use the service.
Avora operates a platform that coordinates care: assessment, treatment options and ongoing care for adults in Ontario. The care itself is provided by clinicians licensed to practise in Ontario.
2. Who can use Avora
- You are 18 or older.
- You are in Ontario, Canada. We do not provide care outside the regions we publish.
- You are using the service for yourself, with your own account, and the information you give us is accurate.
3. Avora is not emergency care
Avora is not an emergency service and is not monitored around the clock. If you are in immediate danger, call 911 or go to your nearest emergency department. Call or text 9-8-8 any time for suicide crisis support.
4. Clinical decisions belong to your clinician
Clinicians using Avora exercise their own professional judgment and are accountable to their own regulatory college. Care is subject to clinical evaluation and availability. A medication preference does not guarantee a prescription, and no part of this service promises a diagnosis, a prescription, or any other outcome.
A clinician may decide that Avora is not the right setting for your care, that a medication is not appropriate for you, or that you should be seen in person. Those are outcomes of the review you paid for, not a failure to deliver it.
Controlled medications, including stimulants used to treat ADHD, are never prescribed from a medication request alone. They require an assessment and a visit with a clinician.
5. What you pay, and what it buys
Every fee buys clinician time and the decision that follows it. Prices are in CAD. You pay the price shown at checkout, with any discount and tax itemised, before you are charged.
- Initial assessment visit — the price shown at checkout, charged once.
- Medication or treatment review — the price shown at checkout, one time, for a clinician to read your request and decide.
- Transfer of care — the price shown at checkout, or no fee where a waiver applies. A controlled prescription written outside Canada cannot be transferred.
- The questions themselves are free, and so is moving a prescription between pharmacies.
A paid service is refundable until the work starts. The assessment visit fee is refundable any time before your visit; once a time is booked, cancel at least 24 hours ahead for a full refund.
Reporting a side effect or reaching safety information is never behind a payment.
6. Your account
- Keep your sign-in credentials and second factor to yourself, and tell us if you think someone else has used your account.
- Give us accurate health and identity information. Clinical decisions are made from what you tell us.
- Do not use Avora on behalf of someone else, or to obtain medication for anyone other than yourself.
- Do not interfere with the service, attempt to access another person's record, or use it in a way that breaks the law.
We may suspend an account where we believe these rules are being broken, or where continuing would be unsafe.
7. Software in your care
Avora uses software, including automated systems, to gather your answers, organize what you have told us, and prepare summaries for your clinician. It does not diagnose you and it does not decide your treatment. A clinician reviews and is responsible for the clinical decisions in your care.
8. Privacy
How we collect, use, protect and share your health information is set out in our Privacy Policy, which forms part of these terms.
9. Availability
We aim to keep the service available, but it may be interrupted for maintenance, technical failure, or reasons outside our control. Do not rely on Avora for anything urgent.
10. Changes to these terms
We may update these terms as the service or the law changes. Each version is dated and numbered, and we will bring material changes to your attention. Continuing to use Avora after a change means you accept the updated version.
11. Governing law
These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply in it, and the courts of Ontario have jurisdiction over any dispute arising from them.
12. Contact
Questions about these terms: