Governing Jurisdiction: Ontario, Canada Consistency: This Acceptable Use Policy uses the defined terms and conventions shared across the Terms of Service, Privacy Policy, Cookie Policy, Master Host Agreement, Master Practitioner Agreement, Click-Through Booking Agreement, and Cancellation Policy. Where a term is capitalized but not defined here, it has the meaning given in the Terms of Service.
Section 1. Purpose and scope
1.1 This Acceptable Use Policy (the "AUP") sets out the conduct standards for everyone who uses the RoomaMD Platform at roomamd.com (the "Platform"), including Hosts, Practitioners, account holders who hold both roles, and visitors. It explains what you may not do on or through the Platform and what happens if you do.
1.2 These rules exist to keep the RoomaMD community safe, honest, and fair for the Hosts and Practitioners who rely on it. In plain terms: use the Platform honestly, keep Bookings and payments on the Platform, never send patient health information through the Platform, do not use the Platform to deliver clinical care, treat other people fairly and lawfully, keep Premises and people safe, and do not attack, abuse, or scrape the Platform. The detailed rules follow.
1.3 You must be at least 18 to use the Platform, and your eligibility to use the Platform is governed by the Terms of Service.
1.4 This AUP is incorporated by reference into, and forms part of, the Terms of Service, the Master Host Agreement, the Master Practitioner Agreement, and every Click-Through Booking Agreement. A material breach of this AUP is a breach of those instruments and may result in account suspension, account termination, Listing suspension, or removal of Content, in addition to any other remedy available to RoomaMD at law or under those agreements.
1.5 RoomaMD is a neutral online marketplace that connects independent Hosts and Practitioners. RoomaMD is not a party to the Booking contract between a Host and a Practitioner, is not a real-estate broker, landlord, sublandlord, or agent, is not a healthcare provider or clinic, and is not a regulator. This AUP governs your conduct on the Platform; it does not transfer to RoomaMD any responsibility that belongs to you under your own professional, legal, or contractual obligations.
Section 2. Honest identity, credentials, and Listings
2.1 You must not submit, post, or transmit anything that is false, misleading, inaccurate, forged, or stolen, including without limitation:
- (a) identity information, account details, contact information, or business authorization;
- (b) a College name, certificate of registration, or registration number;
- (c) a professional liability insurance certificate, specialty-certification document, or any other credential;
- (d) a commercial general liability insurance certificate or other proof of coverage for Premises;
- (e) representations about scope of practice, professional standing, or affiliation with any clinic, institution, or College.
This prohibition applies whether the information appears at onboarding, in a profile, in a Listing, in a submission to a Host through the credential viewer, in a message, or in any communication with RoomaMD.
2.2 You must not impersonate any person or entity, misstate your affiliation with any clinic, institution, College, or person, or create or operate an account on behalf of someone else without that person's authority. Each account is personal to its holder and must not be sold, shared, transferred, or assigned. You are responsible for safeguarding your account credentials and must notify RoomaMD promptly at support@roomamd.com if you suspect unauthorized access to your account.
2.3 Practitioners self-attest their College and registration number, and RoomaMD surfaces that number with a one-click link to the College's free Public Register. You must not misrepresent your registration status, alter the appearance of any register result, or present yourself as licensed, in good standing, or authorized for a scope of practice that the Public Register does not support.
2.4 RoomaMD does not perform primary source verification of any Practitioner's licence and does not represent that any Practitioner is licensed or in good standing, or that any Premises is safe, lawful, or compliant. Each User is responsible for the accuracy of its own representations and for its own due diligence, including review of the Public Register and any credentials a Host requires for a Listing.
2.5 You must not misrepresent Premises. Without limiting Section 3, Listing photographs must be of the actual Premises offered, must reflect the current state of the Premises, and must not be altered or staged to misstate the condition, size, equipment, or accessibility of the Premises.
2.6 Some Practitioners offer services that are not regulated by a College under the Regulated Health Professions Act, 1991 (for example, medical aestheticians, estheticians, and lash or laser technicians), and so do not appear on any College Public Register. If you are such a Practitioner, you must not imply that you are regulated by a College or that a Public Register supports your services; you are solely responsible for confirming and maintaining your own lawful authorization to provide your services (including any municipal personal-services-setting or body-treatment licence and any device or product authorization applicable law requires); and you must provide any authorization documents a Host requires for a Listing. RoomaMD does not assess or confirm any Practitioner's authorization, regulated or not.
Section 3. Prohibited Content
3.1 "Content" means any information, text, image, photograph, document, message, review, or other material you upload, transmit, host, or otherwise make available on or through the Platform. You must not make available any Content that:
- (a) contains Personal Health Information (see Section 4);
- (b) infringes any third-party intellectual property, privacy, publicity, confidentiality, or contractual right;
- (c) is defamatory, harassing, threatening, hateful, obscene, or otherwise unlawful;
- (d) constitutes child sexual abuse material, the non-consensual sharing of intimate images, or any other content the production or distribution of which is an offence under Canadian law;
- (e) sexualizes, demeans, harasses, or threatens any person, including on any ground protected by the Ontario Human Rights Code (see Section 7);
- (f) misrepresents Premises, a Listing, a Host, a Practitioner, a College registration, a scope of practice, or a specialty;
- (g) manipulates the review system, including any false, retaliatory, or incentivized review; any conditioning of a refund, Payout, discount, or other benefit on the content of a review; or any attempt to induce, threaten, or pay another User to post, alter, or withhold a review;
- (h) solicits, encourages, or facilitates moving a Booking, payment, or relationship off the Platform in breach of Section 5;
- (i) advertises any product or service other than the Listing the Host offers through the Platform, or contains spam, chain solicitations, or pyramid or referral schemes unrelated to a genuine Listing;
- (j) contains malicious code, scripts, or links designed to compromise the Platform or any User; or
- (k) is otherwise designed to interfere with the integrity, security, or fair operation of the Platform.
3.2 You retain ownership of your Content. RoomaMD may, in its discretion and consistent with the Terms of Service, remove, redact, restrict, or refuse to display any Content that violates this AUP or applicable law, including redacting contact details, payment instructions, or other material from in-Platform messages where reasonably necessary to enforce Section 5 or to comply with law. RoomaMD is not obligated to monitor Content, and removal of some Content does not create an obligation to remove other Content.
Section 4. No Personal Health Information; no clinical care through the Platform
4.1 The Platform is a marketplace for clinical space. It is not a clinical system, not a custodian of health records under the Personal Health Information Protection Act, 2004 (Ontario) ("PHIPA") for the delivery of care, and not a permitted channel for delivering clinical care or exchanging Personal Health Information ("PHI"). Each Practitioner remains the custodian of that Practitioner's own patient records.
4.2 You must not transmit, store, or expose PHI through the Platform. PHI includes, without limitation, any identifying information about an individual's physical or mental health, health-card numbers, patient identifiers, diagnoses, treatments, medications, test or imaging results, or appointment details, within the meaning of PHIPA. Without limiting that prohibition, you must not:
- (a) refer to a specific patient by name, initials, or any other personal identifier in any message, support request, Booking note, Listing field, review, or other free-text surface;
- (b) describe a specific patient's condition, treatment, medications, diagnosis, or appointment in any free-text surface;
- (c) attach, upload, or link to any file containing patient records, including chart notes, lab or imaging results, or prescriptions; or
- (d) use the Platform's messaging or any other Platform feature to coordinate, document, or deliver the clinical care of a specific patient.
4.3 You must not use the Platform itself to provide clinical care. The Platform facilitates the booking of space; clinical care occurs at the Premises, off the Platform, under the Practitioner's own professional and legal responsibility.
4.4 The messaging surface runs an automated send-time reminder, in your own browser, that recognizes common patterns associated with PHI and prompts you to review your message before sending. The reminder is a courtesy safeguard only: it runs client-side, its results are not transmitted to or recorded by RoomaMD, and RoomaMD does not conduct server-side monitoring of message content for PHI. It does not detect all PHI, is not a guarantee, and does not replace your obligation to keep PHI off the Platform. Because false positives are possible, the reminder is a prompt, not a hard block, and the absence of a reminder is not confirmation that Content is free of PHI. You remain solely responsible for keeping PHI off the Platform. Sending PHI through the Platform - whether or not a reminder was shown - is a material breach of this AUP and, where it comes to RoomaMD's attention (for example through a report from the other party or a support interaction), may result in immediate suspension under Section 11.
4.5 Credential documents a Host requires are personal information handled under the Personal Information Protection and Electronic Documents Act ("PIPEDA"), with consent and audit logging, as described in the Privacy Policy. They must not contain or be used to transmit PHI, and the handling limits in Section 6 apply to them.
Section 5. Keep Bookings, payments, and the relationship on the Platform
5.1 You must not, directly or indirectly, circumvent the Platform's booking and payment process for any engagement that was introduced, initiated, or facilitated through the Platform. Without limiting that, you must not:
- (a) solicit, encourage, request, or incentivize a Host or Practitioner you were connected with through the Platform to book, pay, or transact off the Platform for the same or a substantially similar engagement;
- (b) accept or make an off-Platform Booking or payment for the same or a substantially similar engagement;
- (c) ask another User to communicate, book, or pay through a service outside the Platform before a Booking is confirmed, or share personal phone numbers, email addresses, social handles, external links, or alternative payment instructions for that purpose before a Booking is confirmed;
- (d) include in any Listing, profile, message, or other Content a link, button, or instruction that redirects a User off the Platform to transact;
- (e) cancel, alter, misprice, or mischaracterize a Booking Request or Confirmed Booking in bad faith in order to avoid the Platform Fee, the HST collected through the Platform, or any other amount properly charged on the Platform; or
- (f) charge or collect off the Platform any mandatory fee (including any cleaning, equipment, after-hours, or access fee) that should appear in the on-Platform booking total. All mandatory fees must be disclosed and collected on the Platform at the time of booking; "settle up later" off-Platform arrangements for mandatory fees are prohibited.
5.2 After a Booking is confirmed, the parties may exchange the contact information reasonably necessary to coordinate that specific Booking, such as an arrival-day phone number or a building or intercom access code. This exception is limited to coordinating the confirmed engagement. The anti-circumvention rule in Section 5.1 continues to apply to any new, future, or repeat engagement between the same parties.
5.3 Pre-estimated damages. Where a Host or Practitioner breaches Section 5.1 by transacting off the Platform for a relationship that was introduced or initiated through the Platform, RoomaMD may recover the pre-estimated (liquidated) damages set out in the applicable Master Agreement, namely the Master Host Agreement for a Host and the Master Practitioner Agreement for a Practitioner. Those amounts are incorporated by reference into the Click-Through Booking Agreement and into this AUP. The parties acknowledge that the recoverable amount is a genuine pre-estimate of RoomaMD's loss, being its lost Platform Fee plus the cost of detecting and enforcing the breach, and is not a penalty. Nothing in this Section limits any non-waivable right of a User acting as a consumer under the Consumer Protection Act, 2002 (Ontario).
Section 6. Credential viewer and data handling
6.1 A Host reviews a Practitioner's credentials through the watermarked, audit-logged credential viewer solely to evaluate the Practitioner for a specific Booking, on the terms set out in the Terms of Service and the Master Host Agreement. A Host must not download, screenshot, copy, retransmit, republish, or otherwise reproduce a credential rendering shown in the credential viewer, except to the limited extent the Terms of Service and the Master Host Agreement expressly permit a Host to retain a record for the Host's own confidential credential-review purposes, and must not remove, obscure, or alter the watermark.
6.2 You must not use any contact, credential, or other personal information you obtain through the Platform for any purpose other than the specific Booking it relates to. Without limiting that, you must not build a marketing list, compile a database of Users, or use Platform-sourced information to solicit Users off the Platform. Your handling of another User's personal information is governed by PIPEDA and by the Privacy Policy.
6.3 You must comply with all applicable privacy and anti-spam laws, including PIPEDA and Canada's Anti-Spam Legislation, when you communicate with another User about a Booking or for any other purpose.
6.4 Anti-remarketing. You must not engage in any marketing, promotional, or similar communication with a User you were introduced to through the Platform (including a clinic newsletter, referral program, or events announcement) unless that User gave express consent through a channel independent of the Platform's messaging, booking, and credential-viewer surfaces. Consent obtained through any RoomaMD surface does not authorize that marketing use. This Section is read together with the corresponding anti-remarketing covenants in the Master Host Agreement and the Master Practitioner Agreement.
Section 7. No discrimination; respect human-rights law
7.1 Listings, search and booking interactions, messages, reviews, and any other Content or conduct on the Platform must not discriminate against, or refuse, limit, or condition service to, any person on a ground protected by section 1 of the Ontario Human Rights Code, including race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, or disability.
7.2 Hosts may set lawful, listing-specific requirements that relate to the genuine clinical or operational nature of the Premises (for example, the credentials required for a Listing, permitted uses, occupancy limits, or equipment available). A requirement that is in substance a pretext for discrimination on a protected ground is prohibited.
7.3 RoomaMD may remove any Listing or Content, and may suspend or terminate any account, that discriminates on a protected ground, with or without prior warning, consistent with Section 11.
Section 8. Safety, lawful use of Premises, and incident reporting
8.1 Hosts must keep the Premises in a safe, clean, and well-functioning condition consistent with the Listing's description and photographs, must hold and maintain commercial general liability insurance of not less than CAD $2,000,000 per occurrence and CAD $2,000,000 in the aggregate as described in the Master Host Agreement, must comply with applicable zoning, municipal, condominium or strata, health, and safety requirements, and must promptly address any safety hazard that comes to the Host's attention, including one raised by a Practitioner or by RoomaMD. RoomaMD does not verify or confirm a Host's insurance as a condition of listing; the requirement is self-attested and enforced reactively.
8.2 Practitioners must use the Premises lawfully and only for purposes the Listing permits, must stay within the booked scope of use and the listed maximum occupancy, must comply with their College's rules, must safely handle and dispose of regulated and biomedical waste (including sharps and biohazards) in accordance with law and College rules, and must leave the Premises in the condition in which it was found, allowing for ordinary wear and tear.
8.3 You must not use the Platform or any Premises for any unlawful, dangerous, or prohibited activity. Without limiting that, you must not use the Platform or any Premises to: commit fraud; possess or use weapons unlawfully; store, sell, or divert controlled substances unlawfully; conduct activity that the Premises is not lawfully zoned or permitted for; create an unreasonable safety, fire, or biohazard risk; or carry on any activity prohibited by the Host's stated rules for the Listing.
8.4 Both Hosts and Practitioners must promptly report, through the Platform's reporting or dispute mechanism, any safety incident, injury, near miss, property damage, or material concern about another User or a Premises.
8.5 Prohibited clinical uses (Platform-wide floor). The Platform makes available general clinical space. A Premises booked through the Platform is not a licensed or inspected healthcare facility, and the following uses are prohibited on the Platform regardless of any Listing tag, equipment present, or Host or Practitioner consent. No Host may list, tag, or accept a Booking for them, and no Practitioner may perform them at any Premises booked through the Platform:
- (a) surgery of any kind, minor surgery, or any procedure requiring a dedicated procedure or operating suite;
- (b) any procedure performed under sedation or general or regional anaesthesia;
- (c) cosmetic or plastic surgery;
- (d) diagnostic imaging offered as a service (including ultrasound, CT, MRI, or nuclear medicine), and any use of an X-ray source except in a room that holds a current registration under the Healing Arts Radiation Protection Act (RSO 1990, c H.2);
- (e) intravenous (IV) therapy or infusion, unless the Premises is specifically equipped and staffed for it and the Practitioner is lawfully authorized to provide it;
- (f) pain or other injections performed under sedation;
- (g) fertility, endoscopy, dialysis, or sleep-study services;
- (h) blood draw or specimen collection;
- (i) dispensing of controlled substances or the operation of a pharmacy; and
- (j) oral or maxillofacial surgery, or any dentistry performed under sedation.
8.6 Gated clinical uses. Some permitted uses carry higher risk and are allowed only where the Host requires the relevant documents, the Practitioner provides them, and the Host confirms the Practitioner's eligibility before accepting the Booking. These currently include medical aesthetics and injectables (which may be performed only by a person lawfully authorized to perform them, such as a regulated injector or a person acting under a valid medical directive), general (non-surgical, non-sedation) dental operatory work, and in-office minor procedures performed without sedation. RoomaMD does not verify eligibility for gated uses; the Host confirms it through the credential review described in Section 6 and the Master Host Agreement.
Section 9. Platform security and integrity
9.1 You must not, and must not attempt to:
- (a) access, monitor, copy, scrape, crawl, harvest, mine, or extract data from the Platform by any robot, spider, scraper, automated means, or other method, except as expressly permitted in writing or by published Platform features;
- (b) reverse-engineer, decompile, disassemble, or attempt to derive source code or underlying ideas from any part of the Platform, except to the extent this restriction is prohibited by applicable law;
- (c) introduce any virus, worm, malware, time bomb, Trojan horse, or other harmful code, or attempt SQL injection, cross-site scripting, or any other attack on the Platform or its infrastructure;
- (d) probe, scan, or test the vulnerability of any part of the Platform, or breach or circumvent any authentication, rate limit, access control, or other security or business measure, except in good-faith compliance with a published responsible-disclosure process;
- (e) interfere with or disrupt the Platform, its servers, or its networks, or any User's use of them, including by automated request flooding or denial-of-service activity; or
- (f) create accounts by automated means, evade a suspension or ban, or operate multiple accounts to circumvent a Platform limit or enforcement action.
Section 10. Reporting violations
10.1 If you believe a User has violated this AUP, report it through the Platform's "Report a problem" or dispute function, or by email to safety@roomamd.com. RoomaMD reviews reports promptly, ordinarily within two (2) business days.
10.2 RoomaMD keeps the identity of a reporter confidential except where disclosure is required by law, where the reporter consents, or where disclosure is reasonably necessary to allow RoomaMD or another User to respond to a counter-claim arising from the reported conduct.
10.3 Urgent privacy and PHIPA reporting. If you believe a breach of PHIPA has occurred at a Premises or in connection with a Practitioner's use of the Platform, report it immediately to safety@roomamd.com, in addition to any obligation you may have under PHIPA (including the notification duties in section 12(3)) to report the breach to the Information and Privacy Commissioner of Ontario or to affected individuals. RoomaMD does not undertake to make any PHIPA-mandated report on your behalf, and your reporting obligations under PHIPA are not satisfied by reporting to RoomaMD.
Section 11. Enforcement
11.1 RoomaMD's moderation is reactive: RoomaMD does not pre-approve or pre-screen accounts, Listings, or Content as a condition of going live, other than the optional listing-verification badge, which is a quality signal and not a safety or licensure guarantee. RoomaMD instead responds to reports, detected signals, and its own review. RoomaMD may, with or without prior notice, take any of the following actions that it reasonably considers appropriate to a violation of this AUP:
- (a) issue a warning or flag the account;
- (b) remove, redact, restrict, or refuse to display Content;
- (c) suspend a Listing or remove a Listing from search;
- (d) suspend an account or limit its access to features for a defined period;
- (e) cancel pending or affected Booking Requests or Confirmed Bookings, subject to the Cancellation Policy and applicable refunds;
- (f) where a Host cancels a Confirmed Booking, post a factual, dated cancellation notice on the affected Listing, as described in the Cancellation Policy and the Master Host Agreement; or
- (g) terminate an account and ban the User from the Platform.
11.2 Graduated response. RoomaMD ordinarily escalates in proportion to the severity and history of the violation:
- (a) First, low-severity violation: a written warning and, where applicable, an opportunity to correct the conduct.
- (b) Repeat violation, or a first violation that is materially harmful: temporary suspension of the account or the affected Listing, typically for a defined period of seven (7) to thirty (30) days.
- (c) Further repeat violation, or a violation that is severe: termination of the account and a ban.
11.3 Immediate action for serious violations. RoomaMD may depart from the graduated response and suspend or terminate immediately, without prior warning, where the violation is severe or presents an immediate risk, including fraud, illegal Content, transmission of PHI that comes to RoomaMD's attention, an immediate safety risk, a credible threat or harassment, a security attack, or a directive from a regulatory College, court, or law-enforcement body. Where the User is a Host, the immediate-suspension grounds in the Master Host Agreement apply in parallel; where the User is a Practitioner, the immediate-suspension grounds in the Master Practitioner Agreement apply in parallel.
11.4 Effect on Bookings and money. Suspension or termination does not by itself relieve you of obligations already incurred. Refunds, Payouts, and cancellation consequences are governed by the Cancellation Policy, the Click-Through Booking Agreement, and the applicable Master Agreement. The Platform Fee, the Service Fee, the HST collected through the Platform, and any pre-estimated damages under Section 5.3 are determined under those documents and the Terms of Service, and are not waived by an enforcement action.
11.5 Appeals. A User may appeal a suspension or termination by writing to safety@roomamd.com within thirty (30) days of the decision. RoomaMD will acknowledge an appeal within five (5) business days and issue a determination within fifteen (15) business days, except that this timeline is extended for the duration of any active law-enforcement matter, regulatory College proceeding, or open dispute, in which case RoomaMD will notify the appellant in writing of the extension. An appeal does not pause, reverse, or suspend the enforcement action under appeal unless RoomaMD states otherwise in writing. RoomaMD's determination on appeal is final as RoomaMD's internal decision and does not limit any right you have to pursue the matter through the dispute-resolution process in the Terms of Service or before the courts of Ontario, or any non-waivable right under the Consumer Protection Act, 2002 (Ontario).
Section 12. Cooperation with regulators and law enforcement
12.1 RoomaMD cooperates with lawful requests from law enforcement, regulatory Colleges, and other government and regulatory bodies. Cooperation is provided in accordance with the disclosure bases described in the Privacy Policy and consistent with PIPEDA.
12.2 Nothing in this AUP limits RoomaMD's right to comply with a court order, subpoena, production demand, or other lawful process from a regulatory College or a law-enforcement or government body, or to take action it reasonably believes is necessary to prevent harm, fraud, or unlawful activity.
Section 13. Relationship to other documents
13.1 This AUP supplements and is read together with the Terms of Service, the Master Host Agreement, the Master Practitioner Agreement, the Click-Through Booking Agreement, the Cancellation Policy, the Privacy Policy, and the Cookie Policy. If there is a direct conflict between this AUP and the Terms of Service on a matter the Terms of Service govern, the Terms of Service prevail; on a matter specific to Bookings, the Click-Through Booking Agreement and the Cancellation Policy prevail; and on a matter specific to a role, the applicable Master Agreement prevails.
13.2 RoomaMD operates under Ontario law. Disputes are addressed through the dispute-resolution process described in the Terms of Service: a Notice of Dispute, good-faith negotiation, and non-binding mediation, with the courts of Ontario otherwise having jurisdiction. RoomaMD does not require binding arbitration and does not require you to waive participation in a class proceeding. Nothing in this AUP limits any right you have that cannot be limited under the Consumer Protection Act, 2002 (Ontario) or other applicable law.
Section 14. Changes to this AUP
14.1 RoomaMD may update this AUP from time to time. Material changes are posted on the Platform and, for existing Users, notified by email at least thirty (30) days before they take effect, except that changes required to respond to an immediate legal, safety, or security need may take effect sooner where permitted by law. Your continued use of the Platform after a change takes effect constitutes acceptance of the updated AUP.
Section 15. Contact
Questions about this Acceptable Use Policy:
Email: safety@roomamd.com (trust and safety), support@roomamd.com (general support), or legal@roomamd.com (legal questions and notices).
Mail: RoomaMD Inc., Attn: Trust and Safety, 155 Merchants Wharf, Unit 0528, Toronto, Ontario M5A 0Y4.