Patient terms
Last updated July 2026 · Lily Women's Health (Canada)
Patient Terms of Service & Virtual Care Consent
1. Who we are
Lily Women's Health ("Lily", "we") operates a virtual clinic specializing in menopause assessment and hormone replacement therapy (HRT), connecting patients across Canada with licensed nurses and nurse practitioners ("practitioners") by secure video.
2. Virtual care — what it is and isn't
Virtual visits are real clinical appointments, but they are not suitable for emergencies. If you are experiencing a medical emergency, call 911 or go to your nearest emergency department. You accept that virtual care has limitations compared with in-person care (for example, no physical examination) and that your practitioner may direct you to in-person care when clinically appropriate.
3. Consent to treatment
By booking a visit you consent to receive care from a Lily practitioner licensed in your province, including assessment, ordering of laboratory tests, and prescribing of hormonal and non-hormonal treatments where clinically appropriate. You may withdraw consent and stop treatment at any time.
4. Accounts and accuracy
You agree to provide accurate, current information — including your legal name, contact details, province of residence and health information — and to keep your account password confidential. Care is provided based on the information you share; incomplete information can affect its safety and quality.
5. Fees, plans and insurance
Your first appointment is free. Ongoing services are provided under the membership plan you select, billed as displayed at sign-up. Visits are not billed to provincial health plans. Laboratory work ordered by our practitioners is typically covered provincially, and medications may be covered by your private drug plan — coverage is between you and your insurer.
6. Appointments and cancellations
You may cancel or reschedule free of charge up to 24 hours before your appointment. Repeated no-shows may limit your ability to book. Practitioner calendars are live: a slot is yours only once your booking is confirmed with a reference number.
7. Privacy and health records
We collect and use your personal health information to provide care, in accordance with PIPEDA and applicable provincial health-privacy laws (such as PHIPA in Ontario). Your records — including visit notes, uploaded documents and lab results — are available to you in your patient portal and to the Lily care team involved in your care. We never sell your data. See our Privacy Policy for details.
8. Your responsibilities
You agree to use Lily only for yourself (or a dependant you are legally authorized to act for), to be located in Canada at the time of your visit, and to treat our team with respect. Abusive behaviour may result in discharge from the clinic with appropriate notice and continuity-of-care support.
9. Limitations of liability
To the extent permitted by law, Lily's liability is limited to amounts paid by you for services in the 12 months preceding a claim. Nothing in these terms limits liability that cannot be limited under Canadian law, including for professional negligence.
10. Changes and contact
We may update these terms; material changes will be communicated in advance. Questions? Contact care@lilywomenshealth.ca. These terms are governed by the laws of your province of residence in Canada.