Maple Membership Disclaimer

Your Maple membership covers virtual care for you, your spouse and your dependents under the age of 18 who share the same primary residence and includes one visit, per person, each day. Please note that the membership will only apply to dependents with profiles on your account and coverage sharing between accounts is not available at this time.

Prescriptions, sick notes, lab work and specialist referrals are given at the healthcare provider’s discretion and may depend on your province of residence.

Lab work (including bloodwork and diagnostic imaging) and specialist referrals are available to members in most provinces and territories, with the following exceptions:

• Not available in the Northwest Territories or Nunavut.
• In Nova Scotia, lab work and specialist referrals are not included in this membership.
  • These services are available only to patients enrolled in the VirtualCareNS Full Care program or, for specialist referrals, through select employer benefit plans.
• In the following provinces, diagnostic imaging is limited to X-rays and ultrasounds only: AB, MB, NB, NL, SK, YK

If you have a Quebec membership as a resident of Quebec, you and your dependents can access the nurse practitioner service only while in Quebec or travelling within Canada. 

If you have a membership as a resident of any other province or territory, you can access the general practitioner service within Canada and while travelling outside of Canada. 

Purchasing of the Membership:

When you join Maple, your membership will begin immediately. 

• Maple memberships are available on a monthly basis. In some cases, an annual membership plan may be available to you through a partner or employer program. If you are on a monthly plan, you will be charged the monthly rate at the start of each billing period. If you have access to an annual plan, you will be charged the full annual amount upfront at the time of purchase. Annual membership pricing may vary by partner program. 
• If you subscribed before July 24, 2023, your membership is an annual subscription commitment with monthly payments. You can cancel the auto-renewal of the annual term at any time in your account settings. Expired memberships cannot be refunded. 
• You can view the price applicable to your membership at the time of purchase. Membership pricing may vary slightly by province. 

Cancellation of the Membership:

Your membership can be cancelled at any time from the Billing section of your account settings. Once auto-renew is turned off, the membership will not be renewed in future months and is effectively cancelled. Access to the membership benefits will be available for the rest of the paid membership term.

Membership Refund Policy for Annual and Monthly Memberships:

For refunds requested within the first 30 days of your initial purchase date:

1. If you have used your Maple membership within the first 30 days of your initial purchase, the membership fee is non-refundable. You or any member on your account have used your Maple membership if you have: completed a General Practitioner visit, completed a Paediatric Primary Care visit,, completed any specialty visit, requested a Second Medical Opinion visit, or enrolled in self-guided iCBT courses.
2. If you did not use your Maple membership within the first 30 days of your initial purchase, you may be eligible for a full refund.
   1. For more information or to formally request a refund, you must speak with our customer support team directly. Start a live chat with an agent between 7am and 10pm ET.
   2. If our customer support team determines you are eligible for a refund, we will refund you. The membership will automatically renew at the membership price you paid , plus applicable taxes, unless you turn off auto-renew or request we turn it off for you. 

For refunds requested after the first 30 days of your initial purchase date:

1. Fees for unused memberships — whether on a monthly or annual plan — that have renewed within 72 hours of the renewal payment being processed are eligible for a refund. Refunds must be requested to the Maple Customer Support team within 72 hours of the renewal charge.
2. Outside of that renewal window, previous membership fees are non-refundable. For annual memberships, your plan is paid in full at the time of purchase. You can cancel the auto-renewal of your annual membership at any time in your account settings. Expired memberships cannot be refunded.

More questions? Please visit our help desk for more details

Maple is safe and effective for common non-emergency issues. Maple does not guarantee specific medical outcomes. If the provider thinks your condition requires in-person care, they may tell you to go to a clinic for an in-person examination. If you believe you are experiencing an emergency, please call 911 or proceed to your nearest emergency room.