Dialogue Terms of Use

Last Updated: September 22^nd, 2026

At a glance

• Dialogue gives you access to health and wellness services.
• Services are not for emergencies. Call 911 or local emergency services if needed.
• Available services depend on your benefits, eligibility, and location.
• Most services are covered by your organization. You'll be informed if any fees apply.
• Respect is key in all interactions.

Table of Contents

1. About These Terms

2. Our Services

3. Virtual Care Scope and Limitations

4. Your Account

5. Expected Use of the Services

6. Suspension and Termination

7. Payments and Cancellations

8. Our Liability

9. Changes to These Terms

10. Governing Law

11. Intellectual Property

12. Contact

1. About These Terms

These Terms of Use explain the rules for using the services through our integrated health platform. They form an agreement between you and Dialogue (Dialogue Health Technologies Inc.).

By creating an account, you agree to these Terms. If you do not agree, please do not create an account.

How you access the platform

You can access our services through the Dialogue app, website, or call centre, or a partner-branded application such as Canada Life’s Consult+ or Sun Life’s Lumino Health Virtual Care or my Sun Life. In these Terms, "platform" refers to any of these access points.

Who this applies to

These Terms apply to Members, meaning individuals who access Dialogue services through a benefits program offered by an employer, association, or other sponsoring organization. They also apply to eligible guardians who are acting on behalf of their dependents.

Privacy

Your use of the platform and services is also subject to our Privacy Policy, which explains how we collect, use, and protect your personal information. You can access the Privacy Policy on the platform, under the “Info & Legal” tab in your profile.

2. Our Services

Service availability

The services available to you depend on your organization's selection in your benefits program, your eligibility, and any additional services you choose to access. Most services are provided remotely through the platform, although some Employee Assistance Program (EAP) services may include in-person sessions.

Some services are only available in certain provinces or territories, and the ones involving a consultation with a practitioner are only available when you are in Canada.

To verify your eligibility, we may ask you to confirm your location, or use your device's location information if you have enabled it. If you are outside the location where a service can be provided, we may refuse or discontinue that service while you are outside that location.

Services provided by practitioners

Some services allow you to consult directly with a practitioner. Depending on your needs and the services available to you, you may consult with:

• A regulated professional, such as a physician, nurse practitioner, registered nurse, nutritionist, psychotherapist, social worker, lawyer, financial planner, guidance counsellor, etc.; or
• A support specialist, who is not a member of a regulated profession but is trained to provide guidance, support, and assistance in their area of practice.

Regulated professionals are responsible for their own professional and clinical decisions, and for meeting the professional rules that apply to their practice. Dialogue verifies their credentials and other professional requirements.

Support specialists provide practical guidance, education, skill-building, and support to help you navigate current challenges. Their services are not a substitute for services provided by a regulated professional where those services are required.

You may also interact with other members of the Dialogue team, such as care coordinators and support staff. While they are not registered professionals, they are essential in supporting the smooth delivery of our services by helping with tasks such as scheduling appointments, coordinating services, supporting your use of the platform, and assisting practitioners.

Practitioners may decline or discontinue a consultation based on their professional judgment, including where they determine that continuing to provide services would not be appropriate in the circumstances.

Concerns about our services may be reviewed through our internal process. When a matter is brought before a professional college, it is handled through the college's process, without Dialogue's involvement.

Wellness Content and Tools

Wellness content and tools include articles, videos, habit-building activities, wellness challenges, programs such as Internet-based Cognitive Behavioural Therapy (iCBT), and resources to help you find health and community services.

This content is provided for informational purposes only. It is not considered clinical advice and does not create a patient-practitioner relationship. Self-guided mental health programs, including iCBT, and self-assessment tools do not provide a clinical diagnosis or replace professional care. External resources identified through our navigation tools are provided for your convenience only. Their inclusion does not mean that Dialogue has reviewed, approved, or is affiliated with them.

3. Virtual Care Scope and Limitations

Virtual care is an effective and flexible way to access health and wellness support, but it has inherent limitations. You can ask your practitioner about these limitations.

Physical assessments are limited

Physical assessments through the platform are inherently limited. Practitioners may request that you provide visual information, such as photos, or use personal diagnostic devices to assist in evaluating your condition. However, online consultations cannot always replace a full in-person medical examination.

Some conditions require in-person care

Virtual care is not appropriate for every situation. We will assess whether a virtual service is appropriate based on your needs. If your needs cannot be safely addressed through virtual care, you may be directed to in-person care. Practitioners retain full discretion to determine if your condition requires an in-person assessment, follow-up, or emergency care.

Technology and your environment matter

For a private and secure virtual visit, we ask that you use a personal device in a private space. Your practitioner may ask you to confirm that you are in a suitable environment before starting your session. If a technical issue interrupts your session, please remain available through your registered contact information so we can follow up or help reschedule your appointment.

Not for emergencies

The services are not intended for emergencies. If you or someone else is in danger or experiencing a life-threatening situation, call 911 or your local emergency services.

4. Your Account

Creating your account

To use the platform, you must create an individual Dialogue account.

• If you are 14 or older and able to consent, you must create and manage your own account.
• If you create an account for a child under 14, you confirm that you have the authority to do so and that you accept these Terms on the child's behalf. When the child turns 14, we will ask you to invite them to create their own account.
• If you have legal authority to act for someone who cannot legally consent, regardless of their age, you must create and manage an account on their behalf.

Account security and confidentiality

Each account can only be used by one person. Do not share your login credentials with anyone. You are responsible for keeping these credentials secure and for all activity that occurs through your account.

Closing your account

You may close your account on the platform, under the “Info & Legal” tab in your profile, or by contacting us at support@dialogue.co. If you have outstanding fees or a payment dispute, we may delay closing your account until it's resolved.

5. Expected Use of the Services

When you use the services, you agree to do it responsibly and in accordance with these Terms.

What you agree to do:

• Treat our practitioners, support staff, and other Members with respect.
• Provide accurate information when creating your account and using our services.
• Use the services only for yourself or for dependents for whom you are authorized to act.
• Follow our instructions to help ensure safe and effective care, including how to prepare for and participate in your appointments.
• Keep your account secure and keep your login credentials private.

What you agree not to do:

• Engage in abusive, threatening, discriminatory, or otherwise inappropriate behaviour toward our practitioners, support staff, or other Members, including yelling, swearing, insulting, harassing, or intimidating them.
• Attempt to contact practitioners or support staff through their personal social media accounts or other personal means.
• Record a consultation without the consent of all participants.
• Use another person's account or allow someone else to use yours.
• Provide false or misleading information.
• Use the platform for fraudulent, illegal, or harmful purposes. This includes modifying medical notes, referrals or any other documents.
• Interfere with the platform's operation or security, including attempting to gain unauthorized access to accounts, systems, information, or other parts of the platform.
• Copy, modify, misuse, or collect information from the platform without authorization.
  

 6. Suspension and Termination

We may suspend or terminate your access to the platform or services if you do not comply with these Terms. The actions we take depend on the circumstances of the non-compliance, including the seriousness and frequency of the conduct. We may provide a warning, temporarily suspend your access, or permanently close your account.

If your access is suspended or terminated, we will continue to handle your personal information and clinical records in accordance with our Privacy Policy and applicable laws. If you have an active clinical matter requiring a follow-up, we will take appropriate steps to support continuity of care in accordance with professional rules.

7. Payments and Cancellations

Services paid by your organization

Most services are covered under your organization's agreement with Dialogue. You do not pay fees to use these services.

Services requiring payment

Some services, however, are only available at your own cost. This may be because they are not included in the services paid by your organization or because you have reached the maximum sessions covered for a particular service. If a service requires you to pay, you will be informed of the applicable fee before you start.

You may not pay practitioners directly. All payments must be made through Dialogue and can only be made using a credit card or a prepaid credit card.

If applicable, we will provide you with a receipt that you may submit to your insurer for reimbursement. You are responsible for verifying your coverage with your insurer, and we do not guarantee that any fees you incurred will be reimbursed.

Cancellations

If you need to cancel or reschedule an appointment, please do so as early as possible. Late cancellations and missed appointments may be subject to a cancellation fee. When applicable, the cancellation policy, including any fees, will be shown before you confirm your appointment.

We may also cancel or end a session if you are more than five minutes late, if your environment is not suitable for a private and secure consultation, or if the connection is not secure. In these cases, the session may be treated as a late cancellation, and regular fees may apply.

8. Our Liability

Dialogue provides a platform through which you can access healthcare and wellness services. Practitioners exercise independent professional judgment and are responsible for their own professional and clinical decisions. Dialogue is not liable for damages arising from a practitioner's breach of professional obligations, but remains responsible for the platform and for meeting its obligations under these Terms.

Dialogue is not responsible for delays, interruptions, or service failures for circumstances beyond its reasonable control, including failures of internet access, telecommunications networks, and third-party systems.

To the extent permitted by law, Dialogue is not liable for any indirect, consequential, or punitive damages relating to your use of the platform or services. Nothing in these Terms limits any liability that cannot be limited under applicable law, including for bodily or moral injury, or for material injury caused by Dialogue’s intentional or gross fault.

The platform may include links to websites operated by third parties. We do not control these websites and are not responsible for their content, accuracy, availability, or privacy practices. If you choose to access them, you do so at your own discretion.

9. Changes to These Terms

We may update these Terms from time to time to reflect changes to our services, our practices, or applicable law.

If we make material changes, we will notify you. In some cases, you may be asked to review and accept the updated Terms the next time you access the platform. By continuing to use the platform, you accept the updated Terms.

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. If we do not immediately enforce a right or requirement under these Terms, this does not mean that we have waived that right or requirement.

10. Governing Law

These Terms are governed by the laws of the Province of Quebec and the applicable federal laws of Canada. Any dispute related to these Terms will be exclusively resolved by the appropriate courts of Quebec, in the judicial district of Montreal, unless applicable law requires otherwise.

11. Intellectual Property

The platform, including its softwares, logos, brand elements, and content is owned by Dialogue Health Technologies Inc. or its licensors and is protected by intellectual property laws.

You may use the platform only to access our services. You may not copy, modify, distribute, sell, or use the platform or its content for any other purpose without our prior written authorization.

12. Contact

If you have questions about these Terms or concerns about your experience with Dialogue, please contact us at support@dialogue.co.