Frequently Asked Questions

What is Maple? How does it work?

Maple allows people to see a Canadian physician online within minutes, twenty-four hours a day, seven days a week, anytime, anywhere. Skip the crowded waiting room and the need to take a day off to see the doctor. Whether you need a prescription, sick note, or a diagnosis for your symptoms, you can use Maple to request an online medical consultation with a Canadian licensed physician. Please visit our How it Works page to learn more.

Currently Maple is available in Ontario, British Columbia, Nova Scotia, Manitoba, Newfoundland and Labrador, Alberta, Prince Edward Island, New Brunswick, Quebec, Nunavut and Yukon, Canada. If you are a resident of these provinces, you can use Maple from anywhere, including when you’re out of the country. If you are a visitor to either of these provinces, you can use Maple during your stay in the province.

What conditions can Maple doctors diagnose and treat online?

Our physicians are able to safely and accurately diagnose the majority of common illnesses without a hands-on examination including: abrasions, acne, allergies, bacterial vaginosis, bites and stings, body aches, bronchitis, bruises, cough, dehydration, diarrhea, earache, erectile dysfunction, fever, flu, frostbite, headaches and migraines, hives, insomnia, itchy eyes, lice, medication refills, mild lacerations, nasal congestion, nausea, pinkeye, respiratory infections, sexually transmitted infections, sick notes for work or school, sinus infections, skin infections, sore throat, sprains and strains, travel medications, urinary tract infections, vomiting, yeast infections, and many more. 

Do I have to pay to use Maple?

Yes. Maple is a novel technology platform, offering a new service for people interested in skipping the waiting room and having the convenience of seeing a doctor online on demand – making their busy lives easier. Our services are not covered by provincial health plans. When you need to see a doctor on Maple, we offer simple pay-per-visit pricing:

$49 weekdays 8am to midnight ET
$79 weekends & holidays 8am to midnight ET
$99 midnight to 7:59am ET

In addition, we offer annual memberships that give you access to unlimited visits, so you can enjoy the peace of mind of having a doctor on call 24/7/365:

$359/year for Personal Memberships (30 visits for you)
$579/year for Family Memberships (50 visits for you and all of your family members*)

*You must be the legal guardian or power of attorney for medical decisions for all family members.

Is Maple billable under corporate insurance accounts?

Our online medical consultations and memberships are covered under many existing private healthcare plans including Healthcare Spending Accounts. When a visit or membership purchase is complete, Maple sends patients an email receipt outlining the details of the charge, which can be submitted to insurers for reimbursement if available. We’re actively working to get additional coverage for our services. Contact your insurer to find out if Maple is included in yours.

How is payment taken?

Whenever you request a consultation through Maple, we’ll first advise you of the visit cost prior to connecting you with a physician. You will not be charged until your consultation is complete. We accept VISA, MasterCard and American Express. In the event a physician receives your request and finds it not suitable for treatment on Maple, or if it is a medical emergency, we’ll notify you right away, and your credit card will not be charged. For membership purchases, your credit card will be charged immediately.

How do I get the medications prescribed for me on Maple?

Our physicians can prescribe medications online during your consultation. Once you accept a prescription, you’ll have the option to pick it up from any pharmacy or we’ll deliver it right to your door at no additional cost. We’re collaborating with partner pharmacies to offer convenient, same-day reliable prescription deliveries across Canada. For more details regarding delivery, click Customer Support – How does the prescription delivery service work?

Is online healthcare safe?

Yes. The provision of online healthcare is known as telemedicine. Telemedicine is safe and effective, and it’s changing the way in which we experience healthcare. Physicians all around the world are treating patients remotely through the use of technology with great success and satisfaction rates. Over half of diagnoses can be made safely without a hands-on examination, such as cold & flu symptoms, ear & eye infections, skin conditions, allergic reactions and many more. More than 90% of patients say they are satisfied receiving healthcare online, and would use it again. 

What about privacy? Is my health information private on Maple?

Absolutely. Your information is personal. When you use our services, it is our duty to protect it with a comprehensive security infrastructure and stringent data policies to ensure it stays private and secure. Each consultation through Maple is completely private and safe, and always delivered by a Canadian licensed physician who is required to maintain your confidentiality, just as they would in their office. You have full control and ownership over your personal health information at all times, and only you decide how you want to share it. Our Privacy Policy describes our commitment to protecting your privacy, and we encourage you to read it in detail.

Can I request a specific doctor on Maple?

Not at this time. Because our promise is to connect you with a physician in minutes, our on-demand service selects the next available physician to start your consultation as quickly as possible.

Is there a limit to what doctors can do on Maple?

  • Maple is not intended for medical emergencies. If you believe you are experiencing an emergency, please call 911 or proceed to your nearest emergency room.
  • If you require narcotics or controlled medications, our physicians cannot legally prescribe these on Maple.
  • Our physicians do not complete Workplace Safety and Insurance Board forms (WSIB) or other types of specialized disability forms, since these require a hands-on examination.
  • At this time, our physicians are not able to provide specialist referrals and order tests. Referring physicians must follow up on all patients referrals and test results, and since Maple is an on-demand service, our physicians are not able to form an ongoing relationship to provide follow up care.

Is there a system in place for emergencies?

Yes. In the event a physician receives your request and it is a medical emergency, Maple will notify you right away to call 911 or proceed to your nearest emergency room. Your credit card will not be charged. If you are experiencing an emergency during your consultation, the attending physician will call 911 on your behalf and may contact the emergency contact on your profile, if one has been added.

Have another question?

Please visit Customer Support for answers to more frequently asked questions.