Terms of Service

Welcome to PharmaTools's Terms of Service. These terms govern your use of our VoIP communication services. By accessing or using our services, you agree to be bound by these Terms. Please read them carefully.

Understanding Our VoIP 9-1-1 Service

VoIP services from PharmaTools allow you to make or receive telephone calls over the Internet. While similar to traditional telephone services, VoIP has unique characteristics, especially concerning 9-1-1 emergency services.

It is crucial that you understand these differences, particularly if you rely on our service as your primary telephone line. Emergency calls to 9-1-1 using our VoIP service are handled differently than traditional 9-1-1 calls.

Placing 9-1-1 Calls

When you dial 9-1-1, our E911 service will attempt to automatically route your call to the Public Safety Answering Point (PSAP) corresponding to the address of record in your account. However, due to the nature of VoIP, your call might be routed differently than a traditional 9-1-1 call.

For instance, your call may be directed to a specialized third-party call center that handles emergency calls. This center is different from the PSAP that would answer a traditional 9-1-1 call. Consequently, you may need to provide your name, address, and telephone number, especially if your registered address is not current.

How Your Information is Provided

Our E911 service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address, and telephone number associated with your account. However, for technical reasons, the dispatcher may not always be able to capture or retain this information. Therefore, when making a 9-1-1 call, you must immediately inform the dispatcher of your location (or the location of the emergency, if different). If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up-to-date.

Correctness of Information

You are responsible for providing, maintaining, and updating correct contact information (including name, physical address, and telephone number) with your account. If you do not correctly identify your actual location, or if your account information is not current, 9-1-1 calls may be misdirected. You can update your most likely physical address online via your account portal (details for accessing your portal will be provided upon service activation).

Disconnections

You must not disconnect a 9-1-1 emergency call until told to do so by the dispatcher, as they may not have your number or location information. If you are inadvertently disconnected, you must call back immediately.

Connection Time

For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or take longer to connect compared with traditional 9-1-1 calls.

9-1-1 Calls May Not Function

The functionality of our E911 services may cease or be curtailed in various circumstances, including but not limited to:

• Technical problems or misconfiguration of your equipment.
• Technical problems or misconfiguration of a third-party PBX managed by you.
• Power outages affecting equipment on your premises.
• Service outages (including our underlying provider's service outage), suspension, or disconnection of your service due to billing issues, or network/Internet congestion.
• Network or Internet outages.
• Changing locations: if you move your system access equipment to a location different from that registered with PharmaTools.

9-1-1 Call Charges

There is no fee for a legitimate emergency call to 9-1-1 through your PharmaTools service if it is properly provisioned for E911. However, charges may apply for calls to 9-1-1 made without valid motive, for test purposes, or with an account that has not been properly provisioned. DO NOT DIAL 9-1-1 UNLESS YOU HAVE A REAL EMERGENCY.

Inform Other Users

You are responsible for notifying any user or potential users of your PharmaTools E911 services about the limitations of 9-1-1 emergency calls as described herein. We recommend attaching warning stickers (available upon request if not included in a starter kit) in a visible location on your telephone sets.

Alternate Services

If you are not comfortable with the limitations of 9-1-1 emergency calls with VoIP, PharmaTools recommends that you consider an alternate means for accessing traditional 9-1-1 emergency services (such as a cellular telephone) or terminate the VoIP services.

Liability (related to 9-1-1 Service)

PharmaTools's terms of service limit and disclaim liability related to our VoIP 9-1-1 service. Customers are advised to review this section with respect to PharmaTools's limitations of liability. A more comprehensive "Limitation of Liability" section is provided below, which also covers 9-1-1 services. If you do not understand and agree with the limitations of the PharmaTools E911 service, you should consider alternate means of accessing traditional 9-1-1 services or terminating your PharmaTools service.

PharmaTools provides Voice over Internet Protocol (VoIP) communication services, which may include, but are not limited to, voice calling, voicemail, call forwarding, and other related features (collectively, the "Service").

Inclusions

• Domestic calls within Canada to standard landline and mobile numbers (subject to fair usage policies).
• Access to selected calling features as detailed in your service plan.
• Customer support during business hours.

Exclusions

• The Service does not include traditional landline telephone service, internet access, or any hardware (e.g., telephones, ATAs) unless explicitly stated in your service agreement.
• Calls to premium rate numbers, certain international destinations, or directory assistance may incur additional charges or may not be available.
• PharmaTools does not guarantee uninterrupted service or that the Service will be error-free. The Service is dependent on your internet connection and other factors outside of our direct control.

To use the Service, you may be required to create an account.

Eligibility

You must be at least 18 years of age and reside in a geographic location where PharmaTools offers its services.

Account Information Accuracy

You agree to provide true, accurate, current, and complete information as prompted by the registration process and to maintain and promptly update such information to keep it true, accurate, current, and complete. This is particularly crucial for the correct functioning of 9-1-1 services.

Account Security

You are responsible for maintaining the confidentiality of your account password and for all activities that occur under your account. You agree to immediately notify PharmaTools of any unauthorized use of your account or any other breach of security. PharmaTools will not be liable for any loss or damage arising from your failure to comply with this security obligation.

Prohibition of Sharing Accounts

Your account is for your individual or business use as specified in your service agreement and may not be shared with third parties, except as explicitly permitted by PharmaTools.

Responsibility for Activities

You are solely responsible for all use (whether or not authorized) of the Service under your account, including the quality and integrity of your data and other information made available to us by or for you through the use of the Service.

You agree to use the Service only for lawful purposes and in accordance with these Terms. You are responsible for any and all activities that occur under your account. Prohibited uses include, but are not limited to, the following:

Unlawful Use

Using the Service for any purpose that is illegal under applicable local, provincial, national, or international law.

Harassment / Abuse

Using the Service to transmit any harassing, threatening, abusive, or otherwise objectionable content.

You agree to pay all charges for your use of the Service, as set forth on our website or in your service agreement. Payments are due on the date specified in your invoice. Failure to pay may result in suspension or termination of your service.

We reserve the right to change our prices at any time, upon prior notice to you. Any changes will become effective on the date specified in the notice.

Card payments

Plans paid by card are charged through our payment processor, Helcim. Card numbers are entered in Helcim's secure payment window; PharmaTools never sees or stores them. Prices are in Canadian dollars. GST or HST is added according to the province of your billing address and shown on each charge.

Free trial and setup

• Paid modules start with a 30-day free trial. A card is required to start it.
• The one-time phone setup applies to the Calling module only and covers setting up your desk phones. Its fee, for the option you choose (self-install, remote phone setup or on-site phone setup), is charged on the day you sign up with Calling, or the day you add Calling later, and is not refundable. Adding Calling again after removing it comes with a new one-time phone setup.
• Training on PharmaTools itself, by video call, is free and is not part of the one-time phone setup.
• Your first monthly charge is on the day the trial ends. We email you a reminder before then.
• If you cancel during the trial, no monthly charge is made, and your paid modules stay available until the trial ends.

Month to month

Month-to-month plans are charged to your card every month, on the same day each month, until you cancel. You can cancel at any time in Settings, then Billing: nothing more is charged, your paid modules stay available until the end of the month already paid for, and your account then stays open on the free plan.

1-year term

• A 1-year term gives the term price (for example, lower phone-line prices) in exchange for a 12-month commitment. It is still charged monthly.
• The term starts on your first charge, or on the day you move into a term if you already pay month to month.
• During the term you can add modules, but you cannot remove modules or cancel. The monthly charges for the rest of the term remain payable.
• When the term ends, your plan continues month to month at the regular price. We email you 30 days before the term ends.

Changing your plan

When you add a module after your free trial, the part of its price for the days left until your next charge is charged to your card right away, and the module is available once that payment goes through; your monthly charge includes it from the next charge. During the free trial, adding is free. When you remove a module from a month-to-month plan, the lower price applies from your next charge and the module stays available until then. Every change that raises your charge, and every move into a 1-year term, asks you to agree to the new amount first.

Missed payments

If a charge is declined, we email your pharmacy and ask you to update your card. If it is still unpaid after 3 days, your account is limited to the billing screen until the payment goes through. Incoming faxes, texts and calls are still received and kept during that time. Updating your card charges the missed payment right away and restores access.

Refunds

Phone setup fees and periods already charged are not refunded. Cancelling stops future charges at the end of the current period.

While PharmaTools strives to provide reliable service, we do not guarantee uninterrupted or error-free operation. The Service is provided on an "as is" and "as available" basis. We are not liable for any temporary service disruptions, power outages, or other interruptions that may affect your ability to use the Service.

The Service depends on your Internet connection and other factors beyond our control. We are not responsible for any failures or limitations of the Service caused by issues with your Internet service provider or other third-party services.

All intellectual property rights related to the Service, including software, designs, logos, and trademarks, are owned by PharmaTools or its licensors. You are granted a limited, non-exclusive, non-transferable license to use the Service as permitted by these Terms. You may not copy, modify, distribute, or create derivative works from the Service without our prior written consent.

Your use of the Service is subject to our Privacy Policy, which is available on our website. The Privacy Policy describes how we collect, use, and protect your personal information.

Website statistics

To understand how our public website is used, we keep anonymous visit statistics: the pages viewed, how long they were on screen, the site or campaign that referred the visit, the approximate location (country, region and city), the type of browser and device, and whether a form or contact link was used. We do not use cookies or similar identifiers for this, and we do not store IP addresses. A visitor is recognised only within a single day, by a code that cannot be traced back to the visitor and is replaced every day. Location is derived from the IP address on our own servers and the address is then discarded.

These statistics are processed only on our servers in Canada, are never sold or shared with advertising or analytics companies, and are not combined with information about customers of the Service. Individual visit records are deleted after 25 months; only daily totals are kept after that. They are not collected in the Service itself or in the patient portal; use of the Service is recorded separately, as described in our Privacy Policy. Questions about them can be sent to contact@pharmatools.ca.

We reserve the right to suspend or terminate your service at any time, with or without cause, upon notice to you. You may terminate your service at any time by following the procedures specified in your service agreement. Upon termination, your right to use the Service will cease immediately.

These Terms are governed by the laws of the province of Ontario and the federal laws of Canada applicable therein. Any disputes arising from these Terms will be resolved through arbitration in Toronto, Ontario, unless otherwise agreed upon in writing.

We may modify these Terms at any time by posting a revised version on our website or by providing notice to you. Your continued use of the Service after the effective date of the changes constitutes your acceptance of the revised Terms. We encourage you to review these Terms periodically to stay informed about any updates.

Entire Agreement

These Terms constitute the entire agreement between you and PharmaTools regarding the Service and supersede any prior agreements or understandings.

Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

Force Majeure

PharmaTools is not liable for any failure or delay in its performance under these Terms due to any cause beyond its reasonable control, including acts of war, acts of God, earthquake, flood, embargo, riot, sabotage, labor shortage or dispute, governmental act, or failure of the Internet.

Notices

Any notices or other communications permitted or required hereunder, including those regarding modifications to these Terms, will be in writing and given by PharmaTools (i) via email (to the address that you provide) or (ii) by posting to the PharmaTools website. For notices made by e-mail, the date of receipt will be deemed the date on which such notice is transmitted.