Terms of Service

Version 2.3.0 · Effective October 11, 2026

Please read these terms carefully before using Veluxe Health.

1. Acceptance of Terms

By accessing or using the Veluxe Health platform ("Platform"), you agree to be bound by these Terms of Service ("Terms"), our Privacy Policy, and all applicable laws and regulations. If you do not agree with any of these terms, you are prohibited from using or accessing this Platform.

You accept these Terms when you slide to continue on the Platform's welcome page, or when you create an account. Scrolling or browsing alone is not acceptance. We record the version, the time, the method and the text you were shown.

These Terms apply to all users of the Platform, including patients, healthcare providers, and visitors. Veluxe Health Inc. ("Company", "we", "us", or "our") reserves the right to update these Terms at any time. Your continued use of the Platform following any changes constitutes acceptance of those changes.

2. Wellness Miles Program

IMPORTANT: Wellness Miles are a stored-value loyalty program, NOT insurance.

2.1 Program Description

Wellness Miles ("Miles") are a proprietary rewards currency within the Veluxe Health ecosystem. Miles can be earned through platform activities and redeemed for eligible services and features.

2.2 Earning Miles

• Monthly subscription bonus (varies by tier)
• Per-dollar spent on services (varies by tier)
• Health milestones (completing assessments, preventative check-ups)
• Referral bonuses
• Promotional campaigns (as announced)

2.3 Redeeming Miles

• Lab tests and diagnostic services
• Specialist consultations
• Premium health features
• Prescription delivery fees
• Additional virtual care minutes

2.4 Expiration — by Source

Wellness Miles fall into three categories with different expiration rules. The category of every Mile in your account is shown in your transaction history.

• Purchased Miles (Miles you bought with money, including Health Spending Account top-ups): Never expire. Consistent with the BC Business Practices and Consumer Protection Act §56–58, the Quebec Consumer Protection Act, and equivalent provincial gift-card / prepaid-balance legislation.
• Subscription Miles (the monthly Mile allotment included with your tier): valid for the billing cycle they're issued in; expire at the end of that cycle if not used.
• Earned / promotional Miles (referrals, milestone bonuses, campaigns): expire 24 months from the date issued unless a shorter period was clearly disclosed at the time of issuance.

2.5 Other Limitations

• No Cash Value: Miles cannot be exchanged for cash, gift cards, or other currency, and may not be sold or transferred outside the Platform.
• Non-Transferable: Miles cannot be transferred between accounts except through authorized family sharing features.
• Not Insurance: Wellness Miles are not health insurance, do not constitute insurance coverage, and cannot be used in lieu of insurance.
• Subject to Availability: Redemption is subject to service and provider availability.
• Program Changes: We may modify earning rates, redemption values, and expiration policies for future Miles with 30 days notice. Changes will not retroactively shorten the validity of Miles already in your account.

2.6 Account Closure

On voluntary closure, your purchased Miles remain redeemable for 12 months after closure, or refundable to your original payment method (less applicable processing fees) on written request. Subscription and earned Miles are forfeited at closure. We will email you a statement of redeemable balance within 30 days of closure.

3. Subscription Tiers

3.1 Available Tiers

Current tier names, prices, included features, and Miles allotments are posted at /pricing and are the binding pricing reference. Pricing on our pricing page can change at any time; any change to your existing subscription gets at least 30 days notice before it takes effect.

Tiers may include a no-monthly-fee option (designed for users who can't afford monthly subscriptions; eligibility is application-based and granted manually) and one or more paid tiers with progressively richer included Miles, virtual-care minutes, and AI features.

3.2 Billing

• Subscriptions are billed monthly or annually in advance
• Annual plans may receive a discount versus monthly billing — see the pricing page for the current rate
• All prices are in Canadian Dollars (CAD) unless otherwise specified
• Applicable taxes (GST/HST/PST) will be added to all charges

3.3 Cancellation

• You may cancel your subscription at any time
• Access continues until the end of your current billing period
• See §2.4 for what happens to Miles on cancellation
• No prorated refunds for partial periods (monthly plans)
• Annual plans: full refund within the first 7 days; no refund thereafter

3.4 Tier Changes

Upgrades are effective immediately with prorated charges. Downgrades take effect at the next billing cycle. Some features may be limited upon downgrade.

3.5 License Keys & Access Control

• Certain subscriptions, memberships, or purchases may be issued a digital license key ("License Key"). Where a License Key is issued, holding a valid, active License Key is a condition of access to the associated paid features, tiers, or services. Where no License Key is issued, access is governed by the remainder of these Terms.
• License Keys are personal to the purchasing account, non-transferable, and may not be shared, resold, sublicensed, or used across multiple accounts unless we expressly permit it in writing.
• We may suspend, revoke, or decline to renew a License Key at our reasonable discretion where: (a) a payment fails, or the associated subscription lapses, is canceled, refunded, or subject to a chargeback; (b) we detect sharing, misuse, fraud, or an attempt to circumvent License Key validation or other access controls; (c) the associated plan, program, or offering is modified or discontinued; or (d) these Terms are otherwise violated.
• Upon revocation or expiry of a License Key, the associated account automatically reverts to the free or pay-as-you-go service level. Your data remains governed by Sections 6 (Privacy & Compliance) and 9 (Wearable & Health Data); loss of paid access does not delete your health records.
• Access may be reinstated when the underlying issue is cured (for example, renewal after a lapsed payment), at which point a License Key may be re-issued or re-activated.
• Circumventing, or attempting to circumvent, License Key validation or access controls is a material breach of these Terms and may result in immediate suspension or termination of your account.
• Except where required by applicable law, no refund is owed for the unused portion of any billing period following a revocation for sharing, misuse, fraud, or circumvention. Nothing in this section limits any non-waivable statutory rights you hold under applicable law in your jurisdiction. This section is governed by, and construed in accordance with, the governing law identified in Section 10.1 of these Terms.

4. Healthcare Services

EMERGENCY WARNING: Veluxe Health is NOT for medical emergencies. If you are experiencing a medical emergency, call 911 immediately or go to your nearest emergency room.

4.1 Nature of Services

Veluxe Health provides a technology platform that connects patients with licensed healthcare providers for virtual care services. We are a healthcare technology company, not a healthcare provider.

4.2 Provider Relationship

• Healthcare providers on our platform are independent contractors, not employees
• The provider–patient relationship exists between you and your chosen provider
• Veluxe Health does not practice medicine or provide medical advice
• Clinical decisions are made solely by your licensed healthcare provider
• All providers are licensed in the jurisdictions where they practice

4.3 Limitations

Virtual care through our platform is appropriate for many conditions but not all. Virtual care is NOT suitable for:

• Medical emergencies
• Conditions requiring physical examination
• Prescribing controlled substances (in most cases)
• Conditions that may require immediate in-person intervention

4.4 Prescriptions

Providers may prescribe medications when clinically appropriate. However, providers are not obligated to prescribe any specific medication. Controlled substances are generally not prescribed through virtual care.

5. Healthcare Provider Terms

This section applies to healthcare providers using the Veluxe Health platform to deliver services.

5.1 Independent Contractor Status

Providers are independent contractors and not employees of Veluxe Health. As such, providers are responsible for their own professional licensing, malpractice insurance, tax obligations, and compliance with professional standards.

5.2 Anti-Double-Billing Requirement

CRITICAL: Services delivered through Veluxe Health shall NOT be billed to any provincial health insurance plan (OHIP, MSP, AHCIP, RAMQ, etc.) or private insurer for the same service. Violation of this policy results in immediate termination and potential legal action.

5.3 Compensation

• Provider take-home rate is set per provider in their Provider Agreement and may vary by tier, volume, and quality metrics. Default ranges and the engagement-based rate-lock structure are explained during onboarding.
• Payouts are processed daily through our payments processor
• Funds typically arrive within 2 business days of clearing
• Providers are responsible for all tax reporting and remittance (GST/HST registration, T4A reporting, etc.)

5.4 Clinical Independence

Veluxe Health does not control or direct clinical decision-making. Providers maintain full professional autonomy regarding patient care within their scope of practice.

5.5 Required Agreements

Providers must sign and maintain:

• Independent Contractor Agreement
• Business Associate Agreement (HIPAA)
• PIPEDA Compliance Acknowledgment
• Anti-Double-Billing Attestation

6. Privacy & Compliance

6.1 HIPAA Alignment (United States)

Veluxe Health is architected to U.S. HIPAA Privacy & Security Rule standards for all Protected Health Information (PHI). Our security measures include encryption at rest and in transit, access controls, and audit logging. HIPAA does not certify companies; this section describes how we build and operate the Platform.

6.2 PIPEDA Alignment (Canada)

The Platform is built to the principles of the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial health privacy legislation (PHIPA, HIA, etc.). Your health information is collected, used, and disclosed only as necessary for providing healthcare services.

6.3 Your Privacy Rights

• Access your complete health records at any time
• Request correction of inaccurate information
• Receive an accounting of disclosures
• Request restrictions on certain uses
• Download or delete your data (subject to legal retention requirements)

6.4 Data Security

We implement industry-standard security measures including:

• AES-256 encryption for data at rest
• TLS 1.3 encryption for data in transit
• Cloud infrastructure from providers that maintain SOC 2 Type II reports
• Regular third-party security audits
• Role-based access controls

7. Disclaimers & Limitations

7.1 No Medical Advice

Content on our platform, including articles, tools, and AI-generated insights, is for informational purposes only and does not constitute medical advice. Always consult a qualified healthcare provider for medical decisions.

7.2 Service Availability

We strive for high availability but do not guarantee uninterrupted service. Scheduled maintenance will be announced in advance when possible.

7.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, VELUXE HEALTH SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, OR OTHER INTANGIBLE LOSSES, RESULTING FROM YOUR USE OF THE PLATFORM.

7.4 Indemnification

You agree to indemnify and hold harmless Veluxe Health and its officers, directors, employees, and agents from any claims, damages, or expenses arising from your use of the Platform or violation of these Terms.

8. Regulatory Status & Clinical Decision Support

IMPORTANT — please read before relying on any AI feature for a clinical decision.

8.1 Software Classification

The Veluxe Health Platform is offered as a health information and care coordination tool. No feature on the Platform is registered as a medical device with the U.S. Food and Drug Administration (FDA), licensed under Health Canada's Medical Devices Regulations, or CE-marked as a medical device in any jurisdiction. The Platform is not a Software-as-Medical-Device (SaMD) under the IMDRF/Health Canada/FDA SaMD framework.

8.2 Decision Support, Not Decision Making

Where the Platform offers AI-assisted features (drug interaction checks, lab interpretation aids, vital sign trend analysis, summarization of clinical notes, triage suggestions), those outputs are intended solely as clinical decision support for licensed healthcare providers and as health information tools for patients. They are not a substitute for the independent professional judgment of a qualified clinician, and they are not intended to diagnose, treat, cure, or prevent any disease.

8.3 Provider Responsibility

Licensed clinicians using the Platform retain full clinical responsibility for any diagnostic, therapeutic, or care-coordination decision they make. The Platform surfaces information; the clinician decides. Use of an AI-generated suggestion is at the clinician's discretion and within their scope of practice and applicable regulatory standards (e.g., College of Physicians and Surgeons of British Columbia standards, equivalent provincial colleges, U.S. state medical board rules).

8.4 Patient Responsibility

Information you receive through the Platform — including AI-generated summaries, health insights, and self-care recommendations — is for educational and informational purposes only. It does not constitute medical advice. Always consult a qualified healthcare provider for medical questions, especially those involving symptoms that may require timely intervention. If you are experiencing a medical emergency, call 911 (or your local emergency services) immediately.

8.5 Adverse Events & Reporting

If you believe a feature on the Platform contributed to a clinical adverse event, please notify us at safety@veluxehealth.ca as soon as practical. We maintain an internal adverse-event log and review process consistent with our quality program. This does not replace your obligation to report to the relevant regulator (FDA MedWatch, Health Canada Canada Vigilance, etc.) where applicable.

9. Wearable & Health Data

9.1 Third-Party Health Data Collection

Veluxe Health may receive health and fitness data from third-party sources you choose to connect, including the Google Health API (covering Fitbit and Google Fit devices), Health Auto Export (for Apple Health data), iOS Shortcuts, and manual file uploads. By connecting these sources, you authorize Veluxe Health to receive, store, and process the health data they transmit.

9.2 Data Use and Storage

Health data received from connected devices and applications is stored securely using encryption at rest (AES-256-GCM) and in transit (TLS 1.3). This data is used to verify wellness protocol step completions for Wellness Miles rewards, provide personalized health insights, and support clinical care when shared with your authorized healthcare providers.

9.3 Disconnection and Deletion

You may disconnect any health data source at any time through your profile settings. Disconnecting a source stops future data collection from that source. You may request deletion of previously collected wearable data by contacting us at privacy@veluxehealth.ca. Deletion requests are processed within 30 days in accordance with PIPEDA and applicable privacy legislation.

10. General Provisions

10.1 Governing Law

These Terms are governed by the laws of British Columbia, Canada, without regard to conflict of law principles. Any disputes shall be resolved in the courts of British Columbia.

10.2 Severability

If any provision of these Terms is found unenforceable, the remaining provisions shall continue in effect.

10.3 Entire Agreement

These Terms, together with our Privacy Policy and any other referenced agreements, constitute the entire agreement between you and Veluxe Health.

10.4 Contact Information

Veluxe Health Inc. Vancouver, British Columbia, Canada Email: legal@veluxehealth.ca

11. Intellectual Property and Acceptable Use

11.1 Ownership

The Platform and everything in it are owned by Veluxe Health Inc. or its licensors and are protected by the copyright, trademark, trade secret and other laws of Canada and other countries. This includes: software, source code, prompts, model configurations, data structures, pricing and matching logic; design, look and feel, and the Veluxe design system; 3D experiences, text, graphics, films, audio and narration; the "Nora" assistant and persona; our compilations of data; internal documentation; and the names and logos "Veluxe", "Veluxe Health" and "Nora". Non-public parts of the Platform are our confidential information. Nothing in these Terms transfers any of these rights to you.

11.2 Your licence to use the Platform

We give you a personal, non-exclusive, non-transferable, revocable licence to view and use the Platform for its intended purpose and for your own non-commercial use. Every other right is reserved.

11.3 What you may not do

Unless we agree in writing, you may not:

(a) scrape, crawl, spider or otherwise collect or extract content or data from the Platform by any automated means, including through a bot, script, headless browser, browser extension, or an AI agent or assistant acting for you or anyone else (public search engines indexing public pages in line with our robots.txt are the exception);

(b) use any content, data, prompts, responses or outputs from the Platform to train, fine-tune, distil, evaluate or improve any artificial-intelligence or machine-learning system, or to create a dataset;

(c) copy, reproduce, republish, distribute, frame, mirror or create derivative works from the Platform, its design or its content, other than what your browser does to display it to you;

(d) reverse engineer, decompile or disassemble the Platform, or try to derive its source code, prompts, model configurations, pricing or matching logic, data structures or the way it works, except to the extent the law expressly allows it despite this restriction;

(e) get around, disable or interfere with rate limits, bot protection, access controls or any other security feature, including by using multiple accounts, shared sessions or rotating network addresses to avoid a block;

(f) use the Platform to build, or to help someone build, a competing product or service;

(g) remove or change any copyright, trademark or other proprietary notice;

(h) use our names or logos without our written permission; or

(i) impersonate Veluxe, Nora, any employee or any clinician, or present a copy of the Platform as ours or as affiliated with us.

11.4 What this section does not restrict

This section does not restrict: assistive technology you use (such as screen readers, magnifiers and voice control); browser features such as translation, password managers and reader modes; or your right to access, export, correct or delete your own personal information or health records under applicable law, including PIPEDA and HIPAA, or to use the export tools we provide.

11.5 Feedback

If you send us ideas or suggestions, we may use them without any obligation to you.

11.6 Monitoring, enforcement and notices

We monitor use of the Platform for security and to enforce these Terms. We may rate-limit, block, suspend or end access if we believe these Terms are being broken. We may also send notices to hosting providers, app stores, search engines and other platforms that host a copy of our content or a service that breaks this section.

11.7 Records

We keep access logs (IP address, browser, time, pages requested) and records of your agreement to these Terms (version, time, method and the text you were shown). We use them for security and to enforce these Terms. See our Privacy Policy for how long we keep them.

11.8 Remedies

Breach of this section may cause harm that is hard to measure. To the extent the law allows, we may seek an injunction and any other remedy available under the laws of British Columbia (see section 10.1), and you agree that we may seek an injunction without proving actual damage.

11.9 Copyright notices

If you believe content on the Platform infringes your copyright, write to info@veluxehealth.ca with the details required by the Copyright Act (Canada). We will forward notices as the Act's notice-and-notice regime requires.