Clinique Omicron: Refund Policies for Healthcare Services

Refund policy

Date of last update: February 1, 2025

Par « renseignements personnels », on entend tout renseignement qui concerne une personne physique et permet, directement ou indirectement, de l’identifier. Les coordonnées strictement professionnelles (titre, adresse d’employeur, numéro de téléphone professionnel) ne sont généralement pas considérées comme des renseignements personnels.

Par « candidat », on entend toute personne ayant soumis sa candidature à un poste au sein du Groupe Omicron, ou ayant été approchée dans le cadre d’une démarche de recrutement.

1. Quebec Health Insurance Plan (RAMQ)

Clinique Omicron expressly informs its patients that the services offered may be provided by healthcare professionals with different statuses under the Quebec Health Insurance Plan (RAMQ).

1.1 Physicians and professionals not participating in RAMQ

Certain physicians and healthcare professionals practicing at Clinique Omicron are non-participants in the Quebec Health Insurance Plan, within the meaning of the Health Insurance Act (RLRQ, c. A-29).

As such, the patient acknowledges and accepts that :

- fees for services rendered by these professionals must be paid directly to Clinique Omicron;
- no reimbursement will be made by the RAMQ, even when the services received would otherwise be insured had they been provided by a participating professional; ;
- Clinique Omicron does not under any circumstances intervene with the RAMQ for reimbursement claims; ;
- receipts provided may be kept by the patient for personal tax purposes, where applicable, with no guarantee of deductibility.

1.2 The clinic is not responsible for RAMQ coverage

It is the sole responsibility of the patient to verify his or her eligibility for coverage or reimbursement by RAMQ or any other public or private plan.

Clinique Omicron cannot be held responsible:
- refusal of reimbursement by RAMQ ;
- misinterpretation of coverage rules by the patient; ;
- a legislative or administrative change affecting service eligibility.

The absence of RAMQ coverage in no way constitutes grounds for reimbursement, reduction of fees or recourse against Clinique Omicron.

1.3 Uninsured and ancillary services

Certain services offered by Clinique Omicron are not covered by RAMQ, including but not limited to:- private consultations ;
- teleconsultations ;
- administrative services ;
- medical forms, certificates, letters or documents; ;
- subscriptions, packages or digital services ;
- certain levies or related services.

These services are entirely at the patient's expense, regardless of insurance status.

1.4 Legal notice and express recognition

In accordance with the Health Insurance Act (RLRQ, c. A-29), Clinique Omicron declares that it has informed the patient of the presence of professionals who are not RAMQ participants.

By booking an appointment, using Clinique Omicron's services or making a payment, the patient expressly acknowledges:
- have been informed of the applicable RAMQ status; ;
- understand the financial consequences; ;
- accept full responsibility for any fees charged.

2. Automatic acceptance of financial conditions

Booking an appointment, using a service, creating or using an account or the patient portal, and any payment made to Clinique Omicron constitute full, complete, express and irrevocable acceptance of all applicable financial conditions, including this refund policy.

This acceptance applies without exception, whether the service is :
- performed in person or remotely (teleconsultation); ;
- offered on a one-off basis or as part of a subscription ;
- booked directly with Clinique Omicron or through a third-party platform.

2.1 Implied consent upon reservation or payment

The patient acknowledges and accepts that :
- confirmation of an appointment, in whatever form, implies explicit consent to the applicable fees and reimbursement conditions; ;
- no signed document, manual validation or separate consent is required for this Policy to be fully enforceable; ;
- making a payment or authorizing a direct debit is a clear acknowledgement of your financial commitment.

2.2 Enforceability of financial conditions

This Policy is legally binding and enforceable against the patient:
- even though he claims not to have read it; ;
- even in the case of error, omission or alleged misunderstanding; ;
- even if the reservation is made on behalf of a third party or dependant.

It is the patient's responsibility to read the financial conditions before confirming an appointment or using the services. No alleged lack of knowledge may be invoked to justify a claim for reimbursement or a dispute after the event.

2.3 Acceptance for dependents

When a patient books a service for a dependant or acts as a legal representative, he/she declares that he/she is authorized to do so and accepts that the financial conditions apply in full to the services rendered, with no possibility of refusal or subsequent dispute.

2.4 Modification of financial conditions

Clinique Omicron reserves the right to modify this refund policy at any time, subject to applicable laws.

The financial conditions applicable are those in force at the time of booking or payment. Continued use of the services after a change constitutes implicit acceptance of the new conditions.

3. Non-refundable expenses

Except as otherwise expressly provided by law, all fees charged by Clinique Omicron shall be deemed final and non-refundable, in accordance with the terms of this policy.

The patient acknowledges that certain fees cover services, resources, professional acts or administrative costs incurred upon reservation, opening of the file or provision of the services, regardless of whether they are used in full or in part.

3.1 Consultation fees (in-person and teleconsultation)

Medical consultations, whether performed :
- in person ;
- teleconsultation (video or telephone) ;

are strictly non-refundable as soon as :
- the consultation has begun ;
- the professional is ready to start the consultation at the scheduled time; ;
- the consultation is deemed to have begun if the patient is absent, late or unavailable.

No refunds will be given in the following cases:
- the patient decides not to follow medical recommendations; ;
- the patient terminates the consultation of his/her own accord; ;
- the patient subjectively feels that the consultation did not meet his/her expectations; ;
- the patient fails to provide complete or accurate information.

3.2 Administrative and management fees

Administrative costs, including
- creating, opening, updating or closing patient files; ;
- access and use of the secure patient portal ;
- management of appointments, communications and medical documents; ;

are non-refundable in all circumstances, since they cover fixed costs incurred by Clinique Omicron from the moment the file is activated, regardless of whether the patient actually uses the services.

3.3 Expenses related to digital services and technological tools

Costs associated with digital tools, teleconsultation platforms, secure communication systems or online services are also non-refundable, including situations where :
- the consultation is shortened due to the patient's environment; ;
- the quality of the patient's Internet connection is inadequate; ;
- the patient is not available at the scheduled time.

3.4 Late fees, refused payments and non-payment

In the event of late payment, Clinique Omicron reserves the right to apply interest and additional administrative charges for any payment refused, returned or disputed. The applicable rates and terms are communicated to the patient at the time of booking or billing. These charges are non-refundable, regardless of the subsequent outcome of the case or services.

3.5 No right to partial reimbursement

Unless otherwise expressly provided by law :
- no partial refund ;
- no credit ;
- no financial compensation

will not be granted for services partially used, interrupted or not completed at the patient's initiative.

4. Abusive behavior and fraud

Clinique Omicron adopts a zero-tolerance policy with regard to any abusive, fraudulent or inappropriate behaviour that may affect the safety, integrity or proper functioning of its services or the respect of its staff and professionals.

4.1 Abusive behavior

Abusive behavior includes, but is not limited to:

- harassment, intimidation, threats or aggressive language towards administrative staff, healthcare professionals or any representative of Clinique Omicron; ;
- disrespectful, discriminatory, abusive or defamatory behaviour; ;
- any attempt to exert pressure, blackmail or coercion in order to obtain reimbursement, a financial advantage or preferential treatment; ;
- repeated abuse of complaint, cancellation or refund mechanisms.

In the event of abusive behavior, Clinique Omicron reserves the right, at its sole discretion and without notice:
- to refuse reimbursement in whole or in part; ;
- to terminate the current consultation; ;
- suspend or terminate access to services, the patient portal or any subscription; ;
- to refuse any future appointments.

4.2 Repeated or manifestly unfounded claims

Requests for reimbursement that are repeated, manifestly unfounded or deemed abusive following an internal assessment may be rejected without the need for additional justification.

Clinique Omicron also reserves the right to cease processing any claim from a patient who makes excessive or abusive use of the reimbursement or dispute procedures.

4.3 Fraud and misrepresentation

Any attempt at fraud, including but not limited to:
- providing false, misleading or incomplete information; ;
- unauthorized use of an account, subscription or patient portal; ;
- unjustified contestation of payments (abusive chargebacks); ;
- usurpation of identity or use of services on behalf of a third party without authorization; ;

will automatically result in :
- refusal of any refund ;
- immediate termination of services or subscriptions, without compensation; ;
- the possibility of civil or administrative recourse, if applicable.

4.4 Termination of subscriptions for abuse or fraud

In the event of proven fraud, obvious abuse or non-compliance with these policies, Clinique Omicron may terminate a subscription or suspend services without obligation to refund, even for the unused portion.

The decision will be communicated in writing to the patient concerned, together with the reasons for the measure taken.

5. Laboratory tests and sampling

Depending on the services requested, Clinique Omicron offers sampling services and facilitates the transport of samples to public or private analysis laboratories. The patient acknowledges that laboratory analyses constitute separate services, generally provided by third parties independent of Clinique Omicron.

5.1 Scope of Clinique Omicron's liability

The liability of Clinique Omicron is strictly limited :
- the act of sampling performed by its staff or authorized professionals; ;
- initial handling and transmission of samples, where applicable.

Clinique Omicron has no control over the procedures, deadlines, methods of analysis, interpretations or results produced by third-party laboratories and declines all responsibility in this respect.

5.2 Third-party laboratories - arm's length relationship

The laboratories, whether public or private, are legally distinct and independent entities from Clinique Omicron.

Consequently, Clinique Omicron cannot be held responsible:
- delays in analysis or transmission of results; ;
- refusals to process a sample ;
- errors, omissions or unsatisfactory results; ;
- laboratory-specific internal, administrative or clinical policies.

Any complaints relating to laboratory analyses should be addressed directly to the laboratory concerned.

5.3 Patient's choice of laboratory

When patients have the option of choosing between a public or private laboratory, this choice is made under their sole responsibility.

The patient acknowledges that :
- Public laboratories may refuse a sample for administrative, technical or capacity reasons; ;
- Processing times and conditions may vary depending on the laboratory chosen; ;
- the refusal of a public laboratory does not create any right to reimbursement of costs incurred with Clinique Omicron.

In the event of refusal by a public laboratory, patients may, if they wish, use a private laboratory, subject to applicable fees.

5.4 Sampling and analysis costs

The fees charged by Clinique Omicron for sampling procedures are non-refundable, once the sampling has been carried out or attempted, regardless of :
- subsequent sample processing ;
- analysis results ;
- acceptance or refusal by the chosen laboratory.

Costs billed directly by third-party laboratories remain the sole responsibility of the patient.

5.5 No liability for impossibility of analysis

Clinique Omicron cannot be held responsible if a sample :
- is judged to be non-compliant by a laboratory; ;
- cannot be analyzed for technical reasons; ;
- must be taken back or rejected.

No refunds for sampling, consultation or related services will be given in such circumstances.

6. Cost transparency

Clinique Omicron undertakes to communicate the fees applicable to its services in a clear and accessible manner. However, the patient acknowledges that cost transparency also depends on his or her diligence in reading the information provided before booking or using the services.

6.1 Advance notice of prices

The rates applicable to the services offered by Clinique Omicron are :
- posted on the Clinique's official website and/or
- communicated during the appointment or payment process.

Rates may include, but are not limited to:
- consultation fees (in person or by teleconsultation) ;
- administrative costs (file creation and management, patient portal, etc.); ;
- costs related to sampling, analysis or related services; ;
- costs associated with specialized services, outside regular hours or in special situations.

Confirmation of an appointment or payment constitutes express acceptance of the rates in force at the time of booking.

6.2 Patient responsibility for cost verification

It is the patient's responsibility :
- to check the applicable costs before confirming an appointment; ;
- make sure you understand the fees charged and their nature; ;
- to ask any relevant questions before proceeding with payment.

No request for reimbursement, reduction or dispute may be based on :
- alleged misunderstanding of costs; ;
- failure to consult the posted rates; ;
- misinterpretation of the information provided.

6.3 No liability in the event of refusal of reimbursement by the RAMQ or an insurer

Clinique Omicron informs patients that certain services are not covered by RAMQ or private insurers.

Clinique Omicron cannot be held responsible:
- refusal of reimbursement by RAMQ ;
- refusal, limitation or delay of reimbursement by a private insurer; ;
- patient misunderstanding of coverage rules.

The patient remains solely responsible for verifying eligibility for reimbursement with the appropriate organizations. No recourse or reimbursement may be made against Clinique Omicron in this regard.

6.4 Price adjustments and changes

Clinique Omicron reserves the right to modify its prices at any time, subject to applicable laws.

The applicable rates are those in force at the time of booking or payment. Subsequent modifications have no retroactive effect on services already booked or rendered.

7. Appointment policy

This section establishes the rules applicable to appointment scheduling, changes, cancellations, delays and absences, both for in-person consultations and for teleconsultation services offered by Clinique Omicron.

7.1 Making an appointment

Appointments can be booked directly with Clinique Omicron or through authorized third-party platforms.

The patient acknowledges that :
- confirmation of an appointment constitutes a firm commitment; ;
- the information provided at the time of booking must be accurate, complete and up-to-date; ;
- any error or omission in the information transmitted is the responsibility of the user.

Clinique Omicron reserves the right to cancel or suspend an appointment if the information provided is incomplete, inconsistent or inaccurate.

7.2 Cancellation and modification by the patient

Any request to cancel or modify an appointment must be made at least twenty-four (24) hours in advance, in accordance with the terms and conditions provided by the clinic.

Requests must be submitted exclusively by the means made available by Clinique Omicron, in particular via the patient portal or the online tools provided for this purpose.

Any request made outside these channels or after the required deadline may be refused without refund.

7.3 Cancellation fees

Unless otherwise expressly provided by law :

- cancellations made less than seventy-two (72) hours before the scheduled appointment time may incur a fixed cancellation fee ;
- cancellations made less than twenty-four (24) hours before the appointment will not be reimbursed; ;
- cancellation fees are intended to compensate for the clinical and administrative resources mobilized.

Applicable fees are communicated to the patient at the time of booking.

7.4 Absence and no-shows

In case of no-show without prior notice :
- the consultation is deemed to have been carried out; ;
- no refunds, credits or deferrals will be granted; ;
- Clinique Omicron reserves the right to refuse future appointments in the event of a repeat offence.

7.5 Patient delay

Any delay on the part of the patient may result in :
- reduced consultation time, with no reduction in costs; ;
- cancellation of the appointment, at the Clinic's discretion, in particular when the delay exceeds five (5) minutes.

In such cases, the consultation is considered to have been cancelled by the patient and no refund will be given.

7.6 Teleconsultation - special conditions

For teleconsultation services, the patient is responsible for :
- connect at the scheduled time ;
- be in a private, secure and confidential environment; ;
- adequate equipment and Internet connection.

Clinique Omicron reserves the right to :
- refuse or terminate a teleconsultation if the patient's environment is deemed unsafe or non-confidential; ;
- cancel the consultation if the quality of the connection does not ensure adequate service.

In these situations, no reimbursement will be made unless the clinic deems the situation to be beyond the patient's control.

7.7 Modification or cancellation at the Clinique's initiative

Clinique Omicron reserves the right to modify the date, time or professional assigned to an appointment, in particular because of :
- unforeseen medical circumstances ;
- clinical triage; ;
- operational or administrative constraints.

In such cases, a reasonable solution will be proposed to the patient.
A full refund will only be given if the clinic cancels the appointment without offering a reasonable alternative.

8. Teleconsultation - limitations

Clinique Omicron offers, when expressly indicated, teleconsultation services allowing a patient to consult a healthcare professional remotely. The patient acknowledges that teleconsultation is a mode of care delivery with inherent clinical, technical and operational limitations.

8.1 Clinical limits of teleconsultation

The patient acknowledges and accepts that teleconsultation :
- does not allow for a complete physical examination; ;
- is largely based on information provided by the patient; ;
- may limit the accuracy of clinical assessment, diagnosis or recommendations; ;
- is not suitable for all medical conditions.

Clinique Omicron and health professionals reserve the right to :
- refuse a teleconsultation ;
- put an end to it ;
- recommend an in-person or emergency consultation,

when they feel the patient's clinical situation warrants it.

8.2 Lack of emergency care

Under no circumstances should teleconsultation be used for medical emergencies.

The patient acknowledges that :
- medical emergencies must be dealt with by the emergency services; ;
- Clinique Omicron assumes no responsibility if the patient attempts to use teleconsultation in an inappropriate context.

8.3 Technical limitations and patient environment

The patient is solely responsible:
- the quality of its Internet connection; ;
- equipment compatibility; ;
- the confidentiality of the teleconsultation environment.

Clinique Omicron cannot be held responsible:
- technical interruptions, delays or failures beyond its control; ;
- problems related to the technology platforms used ;
- the consequences of an inadequate connection or an unsecured environment.

The clinic reserves the right to cancel or terminate a teleconsultation if technical or environmental conditions do not allow for adequate service.

8.4 Substitution by telephone call

In the event of technical problems affecting the quality of the video consultation, the teleconsultation may be replaced by a telephone call, at the professional's discretion.

This substitution is deemed to constitute an equivalent service and does not entitle the customer to any refund, partial or total.

8.5 No reimbursement due to limitations

No refunds will be given in the following situations:
- interruption or shortening of the teleconsultation due to the patient's technical problems ;
- refusal or termination of teleconsultation for justified clinical reasons ;
- in-person or emergency consultation ;
- substitution by a telephone call.

The patient acknowledges that these situations are an integral part of the risks and limitations associated with teleconsultation.

9. Subscriptions

Depending on the services in effect, Clinique Omicron may offer subscriptions or recurring services allowing the patient access to certain benefits, administrative or clinical services, according to the terms specified at the time of registration.

9.1 Nature and scope of subscriptions

Subscriptions may include, but are not limited to:
- easier access to certain services; ;
- recurring administrative services ;
- the benefits of making an appointment; ;
- digital or teleconsultation services, when expressly indicated.

The patient acknowledges that the subscription constitutes a contract of successive performance, distinct from each consultation or one-off service, and that the services included may vary according to the formula chosen.

9.2 Subscription acceptance and activation

The subscription is deemed accepted and activated as soon as :
- patient confirmation of registration; ;
- initial payment or direct debit authorization ;
- access to subscription-related services or benefits.

No handwritten signature or separate confirmation is required for the subscription to be fully valid and enforceable.

9.3 Subscription fees and recurring payments

Subscription fees are payable at the intervals indicated (monthly, annually or otherwise).

The patient expressly authorizes Clinique Omicron to :
- automatically debit recurring fees according to the payment method provided ;
- keep the subscription active until it is terminated in accordance with the terms and conditions.

It is the patient's responsibility to ensure that his or her payment information is accurate and up-to-date. Failure to do so may result in suspension or termination of the subscription.

9.4 No reimbursement and prorating

Unless otherwise expressly provided by law or indicated in the specific offer:
- subscription fees are non-refundable; ;
- no refund or credit will be given for a partially used period; ;
- voluntary non-use of included services does not entitle the customer to any refund.

Where, exceptionally, a partial pro rata refund is provided, this is calculated taking into account :
- services already rendered ;
- applicable administrative fees ;
- benefits already granted to the patient.

9.5 Termination by the patient

The patient may request cancellation of his or her subscription in the manner specified by Clinique Omicron, in particular via the patient portal or the online tools provided for this purpose.

Cancellation takes effect at the end of the current billing period, unless otherwise specified. No refund will be given for the period already started.

9.6 Termination or suspension by the clinic

Clinique Omicron reserves the right to suspend or terminate a subscription, without refund, in particular in the event of:
- of non-compliance with these policies ;
- abusive or fraudulent behaviour; ;
- of non-payment ;
- unauthorized or abusive use of the services.

The decision will be communicated to the patient in writing, without any entitlement to financial compensation.

10. Refund procedure

All refund requests are subject to the strict rules set out in this policy. No refund will be granted outside the formal procedure described below.

10.1 Exclusive submission channel

To ensure the protection of patients« personal and medical information in accordance with the Act to modernize legislative provisions respecting the protection of personal information (RLRQ, c. P-39.1, »Bill 25"), all claims for reimbursement must be submitted via Clinique Omicron's secure patient portal or the official form available on the clinic's website.

Only these channels offer the level of encryption and security required to process medical and financial information. Any request sent through an unsecured channel, notably by unencrypted e-mail, by telephone or in person at the reception desk, cannot be processed, as Clinique Omicron is legally unable to process sensitive personal information through these channels. Patients may obtain technical assistance in accessing the portal by contacting the administrative department at 514-606-3350.

10.2 Mandatory content of the application

To be admissible, all requests for reimbursement must be complete and include :
- the patient's full identity ;
- file number or any other identifying information; ;
- a detailed description of the reason given ;
- any relevant supporting documents.

Any application that is incomplete, imprecise or contradictory may be rejected without substantive analysis.

10.3 Submission deadlines

All requests for refunds must be submitted within a reasonable period of time following the service or event in question.

Clinique Omicron reserves the right to refuse any request submitted after the deadline, except in exceptional circumstances duly justified and assessed at its sole discretion.

10.4 Analysis and decision

Each request for reimbursement is subject to :
- internal analysis; ;
- administrative and, if necessary, clinical verification.

Clinique Omicron reserves the right to :
- accept the request in whole or in part; ;
- refuse the request ;
- request additional information or documents.

The decision is final, subject to the mandatory rights provided by law.

10.5 Processing times

Subject to receipt of a complete application, Clinique Omicron will endeavour to render a decision within five (5) to ten (10) working days.

This period may be extended in the event of additional verification, litigation or exceptional circumstances. The patient will be informed, without this delay giving rise to any right to compensation.

10.6 Repayment terms

When a refund is granted :
- it is only carried out according to the initial payment method; ;
- no cash refunds will be made; ;
- administrative fees may be deducted, where permitted by law.

No interest is payable on refunded amounts.

10.7 No admission of liability

Acceptance of a refund, in whole or in part, does not constitute :
- acknowledgement of fault ;
- an admission of liability; ;
- a precedent applicable to other situations.

11. Complaints

Clinique Omicron has set up a structured complaints handling mechanism to ensure that any dissatisfaction expressed by patients is managed rigorously, fairly and confidentially.

11.1 Official complaints channel

For reasons of compliance with Bill 25 and protection of personal information, all complaints must be filed exclusively via the secure patient portal or the official form available on Clinique Omicron's website. This requirement is designed to ensure the confidentiality of the medical and personal information contained in complaints, as well as its integrity during transmission and processing. Should the patient encounter any technical difficulties in accessing these tools, he or she may contact the Administrative Department at 514-606-3350, who will assist in submitting the complaint without processing it through this channel.

11.2 Time limit for filing complaints

Unless otherwise provided by law, all complaints must be filed within a maximum of 30 days following :
- the provision of the service concerned; or
- the occurrence of the event giving rise to the complaint.

Any complaint sent after the expiry of this period may be rejected, except in exceptional circumstances duly justified and assessed at the sole discretion of Clinique Omicron.

11.3 Mandatory content of the complaint

To be admissible, all complaints must contain :
- the patient's full identity ;
- file number or any other information identifying the department concerned; ;
- a clear, precise and factual description of the situation; ;
- any relevant documents or supporting evidence.

Complaints that are imprecise, incomplete, manifestly abusive or repetitive may be rejected without substantive analysis.

11.4 Analysis and handling of complaints

Admissible complaints are :
- administrative analysis; ;
- and, if necessary, an internal clinical analysis.

Clinique Omicron reserves the right to :
- request further information ;
- consult the professionals concerned; ;
- reject any complaint deemed unfounded, abusive or made in bad faith.

11.5 Decision-making and communication

Clinique Omicron strives to render a decision within ten (10) business days of receipt of a complete complaint.

The decision is communicated to the patient in writing and may include, where appropriate :
- an explanation of the facts; ;
- clarification of applicable policies; ;
- administrative corrective action, when deemed appropriate.

The decision rendered is final for internal administrative purposes, subject to any legal remedies to which the patient is entitled under applicable laws.

11.6 Link to refunds

Filing a complaint :
- does not automatically result in a refund; ;
- does not suspend the application of the refund policy; ;
- does not constitute an admission of liability on the part of the clinic.

All requests for reimbursement remain subject to the Reimbursement Procedure set out in section 10 of this policy.

11.7 No reprisals

No admissible complaint will result in retaliation against the patient. However, Clinique Omicron reserves the right to refuse to deal with repetitive, abusive or vexatious complaints.

12. Policy modification

Clinique Omicron reserves the right to modify, update, supplement or replace this reimbursement policy, in whole or in part, at any time, in order to reflect :

- legislative or regulatory changes ;
- administrative or operational decisions ;
- the evolution of services offered, including face-to-face care, virtual services and subscriptions; ;
- safety, compliance or abuse prevention requirements.

12.1 Effective date of modifications

All changes are effective upon publication on Clinique Omicron's official website or on any digital platform controlled by Clinique Omicron, unless expressly stated otherwise.

The date of the last update is indicated at the top of the policy for information purposes.

12.2 Patient's obligation to consult

It is the patient's responsibility to consult the reimbursement policy on a regular basis in order to be aware of the conditions in effect at the time:

- booking an appointment ;
- subscription or renewal ;
- the use of any services offered by Clinique Omicron.

Clinique Omicron is under no obligation to notify individual patients of any changes, except where expressly required by law.

12.3 Implicit acceptance of modifications

Continued use of Clinique Omicron's services after publication of a change constitutes full and implicit acceptance of the refund policy as amended.

This acceptance applies in particular :
- in-person consultations ;
- teleconsultations ;
- subscriptions ;
- any administrative or financial request made after the modifications have come into force.

12.4 Legal limits

No modification to this policy shall have the effect of restricting the imperative rights granted to patients by applicable laws, in particular consumer protection and health laws.

In the event of a conflict between this policy and a legal provision of public order, the latter shall prevail to the extent required by law.

13. Contact

All communications relating to this refund policy, including refund requests, disputes, complaints and any administrative or financial matter, must be made exclusively in accordance with the terms and conditions set out below.

13.1 Official communication channel

Patients should only use the following channels:

- Clinique Omicron's secure patient portal; ;
- the official forms available on the Clinique Omicron website.

No request will be processed if it is sent :
- by phone ;
- by e-mail ;
- in person at reception; ;
- through an unauthorized third party.

Any communication transmitted via a non-compliant channel is deemed not to have been received.

13.2 Security and confidentiality of communications

To ensure the protection of patients' personal and medical information, Clinique Omicron requires that all communication related to reimbursements and complaints transit exclusively through its secure digital tools.

The patient is responsible for :
- activate and maintain access to your patient portal ;
- protect your login and password ;
- ensure that the information provided is accurate and complete.

Clinique Omicron declines all responsibility for delays or consequences resulting from :
- a non-activated account ;
- erroneous information ;
- or failure to use official channels.

13.3 Administrative assistance

In the event of technical difficulties accessing the patient portal or using the forms, the patient may contact Clinique Omicron's administrative department for strictly technical assistance, without any substantive processing of requests:

Telephone: 514-606-3350

No medical, financial or decision-making information will be given over the phone.

The present Policy aims to ensure full financial transparency, prevent abuses, and protect the clinical and administrative integrity of Clinique Omicron, in compliance with applicable laws.

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Date of last update: February 1, 2025

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