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RAMQ-affiliated clinic

Refund policy

Date of last update: February 1, 2025

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This policy governs the use of virtual care tools provided by Clinique Omicron. It aims to :

- Protect patients' rights in accordance with the ethical standards of professional orders, including the Collège des médecins du Québec (CMQ), the Ordre des infirmières et infirmiers du Québec (OIIQ), the Ordre des psychologues du Québec (OPQ), the Ordre professionnel des diététistes du Québec (OPDQ), as well as other relevant orders depending on the specialty involved.

- Define the legal responsibilities of Clinique Omicron and healthcare professionals;

- Ensure compliance with applicable laws, including the Act respecting the protection of personal information and the Act respecting health services and social services (LSSSS).

Visit make an appointment for a teleconsultation via our websiteyou automatically consent to this policy. This consent is legally binding.

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Clinique Omicron wishes to inform its patients about the particularities of the Quebec Health Insurance Plan (RAMQ), to ensure complete transparency regarding patients' financial responsibilities.

2.1 Information on physicians not participating in RAMQ
Some physicians practicing at Clinique Omicron are non-participating professionals under the Quebec health insurance plan. This means that :
- Patients must pay these professionals directly for the services they receive;
- RAMQ will not refund these costs, even for insured services;
- Patients can keep their invoices for personal tax purposes.

2.2. Patients' financial responsibilities
By accessing the services of the Omicron Clinic, patients :
– Acknowledge and accept their financial responsibility for all costs related to the care they receive;
- Agree to pay the amounts due in accordance with the terms defined when the appointment is made;
- Understand that lack of RAMQ coverage does not entitle you to any recourse against the clinic.

2.3 Legal clause (R.S.Q., c. A-29) 
In accordance with the Health Insurance Act (R.S.Q., c. A-29) :
- Clinique Omicron is required to inform patients that certain doctors are non-participating;
- This legal notice is provided for information purposes only, to avoid any confusion regarding the possibility of reimbursement by the RAMQ;
- By accepting the services, patients acknowledge that they have been informed of this situation.

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Implied Consent when Booking an Appointment : 
By booking a consultation (in person or by teleconsultation) at Clinique Omicron, the patient automatically acknowledges and accepts all the terms and conditions of this reimbursement policy. No separate signature or consent is required.

- Conditions of Automatic Acceptance : 
Confirmation of an appointment by the patient constitutes explicit consent to all conditions of the reimbursement policy, including applicable fees, cancellation policies, and any other legal provisions mentioned in this policy.

- Modification of the Conditions by the Clinic : 
Clinique Omicron reserves the right to modify these terms and conditions at any time. Changes will be communicated via our website, and continued use of the services after such changes will constitute implied acceptance of the new terms. Patients are invited to consult this policy regularly to keep abreast of any updates.

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Refusal of Refund in Case of Abusive Behavior : 
Clinique Omicron reserves the right to refuse any reimbursement in the event of abusive behavior on the part of a patient. This includes, but is not limited to, harassment of staff, threats, disrespectful behavior or any attempt at intimidation to obtain unjustified reimbursements.

- Management of Repeated Unjustified Claims : 
Repeated claims deemed unfounded or abusive may be rejected after internal assessment. The clinic reserves the right to cease processing such claims if they are perceived as excessive or abusive use of the reimbursement procedure.

- Clinique's Right to Cancel Subscriptions Without Refund : 
In the event of proven fraud, obvious misuse of services or non-compliance with the terms of use, Clinique Omicron may terminate a subscription or suspend services without obligation to refund. This decision will be communicated in writing to the patient concerned, together with the reasons justifying the termination.

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5.1. Consultation fees (in person and teleconsultation) :
All consultation fees, whether paid in person or via teleconsultation, are non-refundable. Once the medical service has been rendered, payment is considered final, even if the patient decides not to follow medical recommendations or pursue a proposed course of treatment.

5.2. Administrative costs (file creation, patient portal) : 
Administrative costs related to medical record creation, patient portal management and any other related administrative services are non-refundable. These fees cover fixed costs incurred by the clinic as soon as the service is set up, regardless of actual use by the patient.

5.3. Late Fees and Refused Payments :
In the event of late payment, additional charges apply, at the rate of 3 % per month on unpaid amounts. In addition, an administrative fee may be charged for any refused or returned payment (e.g. NSF check). These charges are non-refundable.

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6.1. Responsibilities of Clinique Omicron and partner laboratories :
Clinique Omicron undertakes to guarantee the quality of samples taken and to work with recognized partner laboratories. However, Clinique Omicron's responsibility is limited to the act of taking and transmitting samples. The clinic declines all responsibility for errors, delays or results of analyses carried out by third-party laboratories.

6.2. Choosing between private and public laboratories : 
Patients can choose between private and public laboratories for the analysis of their samples. Clinique Omicron facilitates the collection process and, in some cases, the transportation of samples to public laboratories. However, the clinic is not responsible for delays, refusals or the internal policies of these laboratories. In the event of refusal by a public laboratory, the patient may opt for a private laboratory at the applicable fee.

6.3. No liability in the event of refusal of treatment by a public laboratory :
If a public laboratory refuses to process a sample for administrative, technical or capacity reasons, Clinique Omicron cannot be held responsible. It is the patient's responsibility to ensure that sample processing conditions comply with the requirements of the chosen laboratory. No claim for reimbursement of costs incurred with the clinic will be accepted in such circumstances.

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7.1. Details of applicable charges :
Clinique Omicron undertakes to provide clear and detailed information on the fees applicable to its services, including :
- Consultation fees (in person and by teleconsultation),
- Administrative costs (file creation, patient portal management, etc.),
- Costs related to specialized services (laboratory analyses, sampling, etc.),
- Additional charges for services rendered outside regular hours or in special situations.

7.2. Communication of rates before appointment confirmation :
Before any appointment is confirmed, the applicable rates are displayed and brought to the patient's attention. Confirmation of an appointment by the patient constitutes explicit acceptance of the rates in effect at the time of booking, including all charges related to the services requested. It is the patient's responsibility to verify costs before finalizing a reservation.

7.3. Disclaimer for RAMQ reimbursement refusals : 
Clinique Omicron informs patients that certain services are not covered by the Régie de l'assurance maladie du Québec (RAMQ), notably those provided by non-participating physicians. The clinic cannot be held responsible for refusals of reimbursement by RAMQ or other private insurers. Patients are solely responsible for verifying their eligibility for reimbursement with the appropriate organizations. No claim may be made against the clinic in this regard.

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8.1. Cancellation and modification conditions: All cancellations and modifications must be made at least 24 hours in advance.

- Requests must be submitted by completing the refund form available on our website.

- Failure to meet this deadline may result in a cancellation fee, except in the case of justified exceptional circumstances (at the clinic's discretion).

8.2. Cancellation fees and no-show conditions : 

- Cancellation less than 72 hours before the appointment: a cancellation fee of CAD 75 applies.

- Cancellation less than 24 hours before the appointment : no refunds will be given.

- No-shows without prior notice: no refund will be given and the consultation will be considered completed.

- Delay of more than 5 minutes without notice: the clinic reserves the right to cancel the consultation without refund.

8.3. Consultation in the event of delay or unsecured environment: Clinique Omicron reserves the right to :

- Cancel the consultation if the patient is in an environment deemed unsecure or non-confidential for reasons of medical data protection.

- Refuse consultation if the quality of the Internet connection does not allow adequate service.

- In such cases, no refund will be made unless the situation is deemed to be beyond the patient's control (at the clinic's discretion).

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9.1. Risks associated with teleconsultation services : 
Clinique Omicron informs its patients that teleconsultation involves technical and medical limitationsincluding :
– Lack of a complete physical examinationwhich can limit the accuracy of diagnoses.
- The risk of medical errors due to incomplete or inaccurate information provided by the patient.
- The impossibility of processing medical emergencies by teleconsultation.

9.2 Disclaimer for technical problems : 
Clinique Omicron cannot be held responsible for technical problems beyond its control, such as :
- Network outages, Internet connection failures or problems with communication platforms.
- Delays or interruptions in the transmission of medical data.
- Security breaches despite cybersecurity measures in place (encryption, firewalls, etc.).

9.3. Substitution of video consultation by telephone calls if necessary : 
In the event of technical problems affecting the quality of the video connection, the consultation may be replaced by a telephone call.
- This substitution is considered a equivalent service and does not entitle the holder to a full or partial refund.
- The patient accepts this substitution in advance by booking a teleconsultation.

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10.1. Consistency rules for reservation information : 
When booking a consultation via third-party platforms (e.g. Clic Santé, Bonjour Santé, etc.), the patient is required to :
- Provide accurate and consistent information, including full name, date of birth, and contact information.
- Check that payment details match those used for booking, to ensure that the appointment is validated.

10.2. Consequences of inconsistent information : 
- In the event of inconsistency between the information provided, Clinique Omicron reserves the right to suspend or cancel the booking until the patient has validated the data.
- If the patient does not validate the information requested, the reservation will be considered invalid and the appointment will be cancelled without entitlement to a refund.
- The patient is entirely responsible for keeping his/her personal and financial information up to date to ensure that the booking runs smoothly.

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11.1. Terms of Partial Redemption (Prorata) : 
Subscriptions paid annually or monthly may be subject to a partial refund calculated as follows pro rata for unused services.
- Services already rendered will be deducted from the amount reimbursed.
- Administrative fees may apply for processing the refund request.

11.2. Grace Period and Cancellation for Non-Use :
- A grace period of 10 days from the subscription date is allowed to request a full refund, provided no service has been used.
- If services have been used, the refund will be adjusted according to the services consumed and the applicable fees.
- No refund will be given for voluntary non-use of services during the subscription period.

11.3 Non-refund in case of breach of contract : 
- Clinique Omicron reserves the right to cancel a subscription without refund in the event of non-compliance with the general conditions of use, in particular in the event of :
- Abusive behavior towards clinic staff or services.
- Fraud or attempted fraudulent use of services.
- Unauthorized use of services (e.g. sharing subscriptions with unregistered third parties).
- The patient will be informed in writing of the cancellation of the subscription, together with the reasons for the decision.

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12.1. Steps in submitting a request : 

All refund requests must be submitted via the refund form.

* No requests will be processed by telephone or in person at reception.

12.2. Refund Processing Times :
- Clinique Omicron undertakes to process each request within 5 to 10 working days from receipt of the complete request.
- In the event of a dispute or the need for additional checks, the deadline may be extended, and the patient will be informed accordingly.

12.3 Communication of Results (Acceptance or Refusal) : 
- If the application is accepted : 
- A confirmation e-mail will be sent to the patient.
- Refunds will be made directly to the bank account or credit card used for payment.
- If the request is refused : 
- An explanatory e-mail detailing the reasons for refusal will be sent to the patient.
- If necessary, the patient can lodge an appeal by submitting additional information for reassessment.

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13.1. Validation of Patient Information to Avoid Fraud : 
Clinique Omicron implements strict measures to guarantee the security of transactions and claims.
- Systematic verification of personal information when making claims.
- Patient authentication prior to processing any financial request.
- Monitoring suspicious activity to prevent fraud.

13.2. Complaint procedure (48-hour period) : 
Patients have 48 hours after the service has been provided to submit a formal complaint.
- Complaints should be sent by e-mail to plainte@cliniqueomicron.caspecifying :
- Patient's full name
- Medical file number 
- Detailed description of the problem encountered
- All relevant supporting documents
- After this deadline, complaints will only be considered in exceptional circumstances.

13.3 Internal Complaints Management Committee : 
A dedicated internal committee is responsible for :
- Evaluate complaints objectively and impartially.
- Analyze the circumstances surrounding the complaint, consulting the relevant professionals if necessary.
- Issue a decision within 10 working days of receipt of a complete complaint.
- Communicate the final decision to the patient in writing, along with the reasons for the decision.

Clinique Omicron undertakes to treat all complaints seriously, confidentially and diligently.

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Right of the Clinic to Change Policy : 
Clinique Omicron reserves the right to modify this refund policy at any time, to reflect changes in legislation, administrative adjustments, or developments in the provision of its services.

Notification of Modifications via the Website : 
Any changes to the policy will be posted on the official Clinique Omicron website. The date of the last update will be indicated at the top of the policy for transparency purposes. It is the patient's responsibility to consult this policy regularly to stay informed of any changes.

Implicit Acceptance of the New Terms through Continued Use of the Services: 
Continued use of Clinique Omicron's services after publication of the changes constitutes implicit acceptance of the new conditions. By continuing to use our services, the patient acknowledges having read the changes and accepts them without reservation.

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All refund requests must be submitted exclusively via the refund form.

* No requests will be processed by e-mail or telephone.

IMPORTANT: In order to ensure the confidentiality and security of personal and medical information, all communications concerning reimbursements - including the sending of supporting documents - will only take place via our secure Patient Portal. Patients must ensure that their account is activated. In case of difficulty, please contact our administrative department at 514-606-3350.

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Cancellations made less than 24 hours before the appointment are non-refundable. If you wish to cancel more than 72 hours in advance, you can request a full refund by completing the online form :

Refund request
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Monday: 9 a.m. to 5 p.m.
Tuesday: 9 am to 5 pm
Wednesday: 9 am to 5 pm
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