Terms of Service

About these terms

These terms are an agreement between you and RivalQuest Health ("we", "us", "our"). They govern your use of our website and of the RivalQuest Health service. By creating an account or using the service, you accept these terms and our Privacy Policy, which explains how we handle your personal health information. If you do not agree, please do not use the service.

What RivalQuest Health is — and what it is not

RivalQuest Health is a private-pay coordination service. We help you arrange diagnostic imaging (such as MRI and ultrasound) at independent imaging facilities in the United States and consultations with independent specialist physicians, we handle the paperwork and payments involved, and we deliver your results back to you through a secure account.

• We are not a medical practice. We do not practise medicine, provide medical advice, diagnose, or treat. Nothing on this site or in the portal is medical advice.
• Providers are independent. The imaging facilities, radiologists, and specialist physicians who serve you are independent providers, not our employees or agents. They are responsible for the professional services they deliver, and once they receive your information they handle it under their own legal and professional obligations.
• Your physician stays in charge. Diagnostic imaging requires a referral from a Canadian physician. Imaging reports go to your referring physician, who is your primary contact for interpreting results and for follow-up care. We do not interpret findings — review your results with your physician.

Not for emergencies

The service is not for emergencies and is not monitored for urgent medical situations. If you think you are experiencing a medical emergency, call 911 or go to your nearest emergency department immediately. Do not use the portal or the contact form to seek urgent help.

Who can use the service

The service is intended for residents of Ontario, Canada. To create an account you must be at least 18 years old, or a minor who is capable of consenting to the collection and handling of your own health information under Ontario law. You must provide accurate, current information when you register and keep your profile up to date — the details you give us go onto real requisitions and appointment bookings.

Your account and its security

• Your account is personal to you. Keep your sign-in credentials confidential and do not share your account.
• You are responsible for activity that happens under your credentials. Tell us right away at support@rivalhealth.ca if you suspect someone else has used your account.
• For your protection, sessions end when you close the browser tab, and you are signed out automatically after 10 minutes of inactivity.

Memberships

• Access to imaging and consult coordination requires a membership plan. Plan pricing, duration, and what each plan includes are shown at the time of purchase.
• Membership fees are charged in full when you enrol, and cover the plan's stated term.
• The membership fee covers coordination and administration. Imaging procedures and specialist consultations are billed separately at the rates shown to you.

Cancelling your membership

You can cancel your membership at any time from your Account page. When you cancel, your membership becomes inactive and you lose access to submitting new imaging and consult requests. You can re-enrol at any time. If you believe you are owed a refund — for example, if you cancel shortly after enrolling — contact us at support@rivalhealth.ca and we will review your situation.

Paying for imaging

• When you submit an imaging request, we place an authorization hold on your payment card for the price of the exam. Your card is not charged at that point.
• The payment is captured (actually charged) when your request is sent to the imaging facility.
• Card authorization holds expire after roughly 7 days (this varies by card network). If your request takes longer to process, we may email you asking to re-authorize the payment.
• If your request is cancelled before the payment is captured, your card is not charged: the hold simply expires and the funds are released by your card issuer, typically within a few business days.

Pricing and taxes

Prices are displayed in Canadian dollars, plus applicable taxes (such as HST). The price shown to you at the time of purchase is the price that applies to that purchase. We may change our prices; changes apply to future purchases, not to payments you have already authorized.

Consents you will be asked for

Arranging imaging or consultations in the United States means sending your health information across the border. The service requires your explicit cross-border transfer consent, given when you join and confirmed with each request. You can withdraw it at any time; withdrawing blocks new requests and cancels requests still in progress, as described in the Privacy Policy.

Acceptable use

You agree that you will not:

• provide false or misleading information, or submit requests on behalf of someone else without lawful authority to act for them;
• attempt to access accounts, records, or systems that are not yours, or probe, disrupt, or overload the service;
• upload files that are malicious, unlawful, or unrelated to the purpose of the service;
• use the service for any unlawful purpose, or resell it without our written agreement.

We may suspend or terminate accounts that violate these rules.

Intellectual property

The RivalQuest Health name, website, and portal — including their design, text, and software — belong to us or our licensors, and you may not copy or reuse them except as needed to use the service normally. Your health information remains yours: you give us permission to collect, use, and share it only as described in the Privacy Policy and as needed to provide the service you request.

Service availability and changes

We work to keep the service available, but we do not promise uninterrupted or error-free operation — maintenance, upgrades, and events outside our control can cause downtime. We may add, change, or remove features of the service. Timelines for appointments and results depend on independent providers and are estimates, not guarantees.

Disclaimers and limitation of liability

The platform is provided "as is" and "as available". Independent imaging facilities, radiologists, and specialists are solely responsible for the professional services they provide, and we are not liable for their acts or omissions. To the maximum extent permitted by applicable law, our total liability to you for claims arising out of the service is limited to the amount you paid us in the 12 months before the event giving rise to the claim, and we are not liable for indirect or consequential losses.

Nothing in these terms excludes or limits liability that cannot be excluded or limited under the laws of Ontario, or affects rights you have under applicable consumer protection or health privacy law.

Ending your relationship with us

• By you. You can stop using the service at any time, cancel your membership from your Account page, delete your health data yourself from the Account page, or ask us to close your account entirely by contacting support@rivalhealth.ca.
• By us. We may suspend or close your account if you materially breach these terms, misuse the service, or if we discontinue the service. Where reasonable, we will give you notice first.
• What happens to your data. Account closure and data deletion work as described in the Privacy Policy: your health records and documents are deleted from our systems, while audit logs and consent records are retained as our accountability trail. Records already with your physician or a U.S. provider remain in their files under their obligations.

Governing law

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable there. Any dispute will be resolved in the courts of Ontario.

Changes to these terms

We may update these terms from time to time. We will post the updated version here with a new date, and for significant changes we will notify you and may ask you to accept the updated terms before continuing to use the service. Your continued use after a change takes effect means you accept the updated terms.

Contact us

Questions about these terms? Contact us at support@rivalhealth.ca.