Dr.Bill Terms and Conditions

Reading, Agreeing and Keeping a Copy. These terms are legally binding.

In these terms and conditions (“Terms”), we, us and our means RBC Medical Billing Inc., a direct wholly owned subsidiary of RBC, and you and your means the person or business who uses a Device to access the Services. These Terms govern your use of the Services, including use by any agents or delegates who may access the mobile application, web-based interface, or API (collectively, the “Platform”) or otherwise use the Services on your behalf.

By accessing and using the Services you agree that (i) you have read and agree to be bound by these Terms and (ii) if you are accepting these Terms on behalf of a Clinic, Business, or Physician, including
a corporate entity, you have the authority to legally bind the entity or Physician to these Terms, and acknowledge that both you, the Clinic, Business and/or the Physician will be bound by these Terms.

Keep a copy of the Terms. You can print or save these Terms using the print or save function in your browser. We will email a copy or send a link to these Terms to the email address you provided when
signing up for the Services.

No changes to other agreements. Unless expressly provided otherwise herein, these Terms do not replace any other agreement you may have with us or any RBC companies (now or in the future), including any consent or preference regarding the collection, use, and disclosure of your personal information. All of the terms of your other agreements with us or any other RBC companies continue to apply.

Please see the “Definitions” section at the end of these Terms for any other capitalized words not otherwise defined.

Services. What is the Service and how does it work?

Under these Terms, the Services means the medical billing and related services we provide, including the features, functionality, content, and information we provide via the Platform. It also includes data insights and analysis that we may prepare for you in the form of reports (the “Services”). The Services currently available through the Platform include:

• Billing Service allows you to submit claims to the relevant health authority or funding agency (“Payer”) through the Platform, track the status of your claims online, and receive billing agent support from us. Some paid plans include a feature where we will consult with you to correct claims rejected by Payers. If this feature is part of your paid plan, the Billing Service includes this feature.

We do not assess, review, or otherwise verify claims before you submit them. You represent and warrant that you are submitting valid and accurate claims and that you are maintaining all appropriate records relating to the claims as required.

• Health card validation service auto-fills patient demographic information and informs you whether the health card number is valid and that it hasn’t expired.

• Reporting Service allows you to view which claims have been paid, rejected, and resubmitted.

Some of the Services may be provided in whole or in part by Service Providers and Third Parties. The Services are currently available in English only, despite any language settings on your Device.

The way the Services are delivered will vary depending on how you access them, whether you subscribe to a plan, and which one.

The Services may not be accessible at all times and some of the Services may only be available in certain provinces or territories. In addition, functionality, features, content or information may change and/or may not be available.

Your Customer Data

We collect, use and disclose the Personal Information that you, your employees, representatives, and Payers provide us through your use of the Services (“Customer Data”) solely for the purpose of providing the Services. As between you and us, you remain at all times the owner of the Customer Data. The Customer Data stays in your control and we acquire no independent right to it. You represent and warrant to us that you have all necessary consents to provide us with the Customer Data and to allow us to collect, use, and disclose the Customer Data for the purpose of providing the Services, and that you are complying with and will at all times comply with all applicable legislation, and regulatory, and professional obligations, in respect of the Customer Data.

Collecting your personal information – information we collect about you

We will collect information about you such as information establishing your identity (for example, name, address, email address, phone number, practice address, and professional qualifications, restrictions, and certification status with regulatory colleges, etc.).

Commercial (billing) and other Information

We will collect information for the provision of the Services and information related to billing transactions arising from your relationship with and through us.

We will obtain information about you and your business from a variety of sources, including from you, from regulatory colleges, from credit agencies, from service arrangements you make with or through us, from registries, from references you provide to us and from other sources, as is necessary for the provision of the Services.

Using and sharing your information

We may use your information – personal, commercial, and other – for the following purposes:

• to create your profile on the Platform and provide you with the Services;

• to determine your eligibility for products and services;

• to help us better understand the current and future needs of our users;

• to help us better manage our business and your relationship with us; and

• as required or permitted by law.

For these purposes, we may make the information we obtain from and about you available to employees, agents, independent contractors, and Service Providers, who are required to maintain the  confidentiality of this information. In the event our Service Provider is located outside of Canada, the Service Provider is bound by, and the information may be disclosed in accordance with, the laws of the jurisdiction in which the Service Provider is located.

We may also use the information we obtain from and about you and share it with RBC companies: (i) to manage our risks and operations and those of RBC companies; (ii) to comply with valid requests from regulators, government agencies, public bodies, or other entities who have a right to issue such requests; and (iii) to let RBC companies know your choices under “Other optional uses of your information” for the sole purpose of honouring your choices.

Other optional uses of your information

• We may use the information we obtain from and about you to promote our products and services and promote products and services of Third Parties we select, which may be of interest to you.

• We may also, where not prohibited by applicable laws, share the information we obtain from and about you with RBC companies for the purpose of referring you to them or promoting to you products and services of such RBC companies which may be of interest to you. You acknowledge that as a result of such sharing, RBC companies may advise us of the products or services they provide to you.

• If you also deal with any other RBC companies, we may, where not prohibited by applicable laws, consolidate the personal information and commercial information you provide to us with information RBC companies have about you to allow us and RBC companies to manage our respective relationships with you.

You may choose not to have your information shared or used for the “Other optional uses of your personal information” described above by contacting us as set out below and we will respect your choice. We may share your choice with RBC companies for the sole purpose of honouring your choice.

If you wish to opt out from the “Other uses of your personal information”, send an email to hello@dr-bill.ca and we’ll honour your request.

Safeguarding and data protection measures

You may obtain more information about Dr.Bill’s collection, use, storage, protection, and disclosure of Customer Data by reviewing our Data Protection Terms at [www.dr-bill.ca/data-protection].

Your right to access information about you

You can obtain any personal information that we have about you at any time, subject to applicable laws. You can also have it amended if it is incorrect or inaccurate. You can request your personal information or request to have it amended by contacting us at privacy@dr-bill.ca.

Our privacy policies

You may obtain more information about our personal information handling practices by reviewing our privacy policy at www.dr-bill.ca/privacy.

Use of aggregated and de-identified information

We may create informational reports containing statistics, rules, data insights, as well as analysis and predictive models, based on information about you and other customers. These reports could contain aggregated and/or de-identified information but will not contain personal information belonging to you or your patients. The information used in these reports cannot be used to identify you. These reports may be shared with Third Parties. We may also use aggregated and de-identified information to inform AI-driven improvements to the Services.

Liabilities and Indemnities. Read this carefully—it limits your right to sue us.

You are solely responsible for all information or content that you give us through the Platform, or in connection with the Services and the Third Party Services, including, without limitation, personal information and claim-related information.

We and RBC companies will not be responsible for any loss, damage, harm, injury, delay, or inconvenience suffered or incurred by you with respect to:

(i) these Terms, the Platform, the Services, or the Third Party Services,

(ii) any instruction given to, by or purported to be given by you, using Sign-In Credentials, in connection with the Services or Third Party Services, or

(iii) any products or services you obtain or purchase from us or from a Third Party to whom we refer you, or otherwise.

Such losses, damages, injuries, delays, and inconveniences include, without limitation,

(i) direct, incidental, indirect, consequential, special, aggravated, punitive, or exemplary damages,

(ii) loss of data, profits, information, opportunity, revenues, and goodwill, and

(iii) any other business interruption, commercial, or economic losses.

The foregoing limitation of liability applies regardless of the cause of action, even if we or an RBC company have been advised of the possibility of such damages.

In addition, in no event, even if we are negligent or any RBC company is negligent, will we or any RBC company be liable for any loss or damage suffered by you that is caused by any one or more of:

• The actions of, or any failure to act by, a Third Party (and no such Third Party will be considered to be acting as our agent);

• Mistakes, errors, omissions, inaccuracies, or other inadequacies of, or contained in the Services or Third Party Services or any data given by you to us, any RBC company or any Third Party or Service Provider, including your failure to update;

• Any delay, error, interruption, or failure by us, any RBC company or any Third Party or Service Provider to perform or fulfill any of our obligations to you due to any cause beyond our control or their control, any system malfunctions or any technical failures;

• Unsecured communication being inaccurate, intercepted, reviewed, or altered by others, or not received by you;

• Your access to the Services or Third Party Services, including, without limitation, any delay or inability to access the Services or Third Party Services;

• Your failure to receive or view any communication that has been presented to you; we will not be responsible, and no RBC company will be responsible, for any delay, damage, or inconvenience that such failure may cause; or

• Your failure to fulfill any of your obligations under these Terms, including those in the “Security” section of these Terms, or to comply with any instructions we may provide to you from time to time in connection with the Services.

You release and agree to indemnify us for any claim, cost and liability incurred:

(i) as a result of your use of the Platform, the Services or any of the Third Party Services; or

(ii) as a result of your breach of these Terms.

Compliance and Prohibitions. Appropriate use of the Services.

When using the Services, you will:

• Only submit claims in compliance with the applicable Payer’s claims process in the jurisdiction in which you operate; and

• Comply with these Terms; and

• Comply with all applicable laws including, without limitation, all laws associated with the collection, use, retention, safeguarding, and disclosure of personal information.

When using the Services, you will not:

• Disrupt the Platform by sending erroneous information, launch a denial of service attack, or attempt to monitor or de-crypt communications;

• Compromise Device security by “rooting access” to the Device, disabling Device security features, or installing any application that may “man in the middle” communications between your Device and the Platform;

• Provide untrue, inaccurate, misleading, or incomplete information;

• Use the Platform or access the Services for any illegal, fraudulent, malicious, harassing, or defamatory activity or purpose;

• Use any robot, spider, or other indexing device when using the Platform or accessing the Services;

• Use any part of the Services to provide internet, service bureau, outsourcing, or third-party services or redistribute all or any part of the Services;

• Take steps or actions that could or do undermine the security, integrity, effectiveness, goodwill, or connectivity of the Platform or the Services (including illegal, fraudulent, malicious, defamatory, or other activities that threaten to harm or cause harm to any other person); or

• Reverse engineer or reverse compile the source code for the Platform or any of the Services technology.

Instructions and Security. You are responsible for decisions you make when you are signed in, and for the security of your information.

You will be required to provide Sign-In Credentials to access the Services through the Platform. You authorize us to accept and you agree to be responsible for any instruction given by you or purported to be given by you using your Sign-In Credentials. Any instruction will have the same legal effect as if it was a written instruction and signed by you.

You are responsible for keeping your Sign-In Credentials confidential, and you must not disclose them to any other persons. You are responsible for actions by your agents and delegates. We will not be
responsible for any losses that may result if you share or lose your Sign-In Credentials. When using the Platform and accessing the Services, you agree that you will take all steps necessary to ensure that you
do not reveal any confidential information to anyone other than us. This includes making sure that other people cannot see your Device screen.

You must also:

• Not leave your Device unattended while signed in to the Platform;

• Use reasonable steps and precautions to protect your Device against loss or theft;

• Use reasonable security measures which include up-to-date virus scanning software and a firewall system, if such security measures are available for your Device; and

• Comply with any additional security requirements that we may require in connection with the Services.

We recommend that you enable features such as:

• Device location in case of loss,

• Remote Erase or locking feature, and that you

• Compartmentalize personal from business workspaces.

Lost, Stolen, or Compromised Device. What to do if your Device has been lost, stolen, or compromised.

If you know, suspect, or otherwise have reason to believe that your Device or credentials have been lost, stolen, or compromised; or if you received a ransom threat; or if you have been notified that your Customer Data has been locked, you must notify us immediately so that we can take appropriate steps, as determined in our sole discretion, to protect and/or delete the data on your Device. You agree not to
disclose such an occurrence to any third party except your insurer or as may be required by law.

For the purposes of this section, please contact us at privacy@dr-bill.ca.

Termination and Suspension. How can you, or we, end or suspend these Terms?

Termination or Suspension without notice – Without prior notice, we can suspend or terminate your use of the Services and access to the Platform at our sole discretion, with immediate effect, for the
following reasons:

(i) any actual, intended or suspected violation of these Terms, including without limitation suspected fraudulent activity on your account or your failure to pay any fees owing; and

(ii) any unlawful or inappropriate behavior, as determined by us, including without limitation unlawful or inappropriate use of the Services. We will not be responsible for any loss or inconvenience that may result from such suspension or termination.

Termination or Suspension with notice – We can suspend or terminate your use of the Services and/or your access to the Platform for any reason upon 15 days prior notice to you. We may also terminate part or all of these Terms for convenience upon 15 days prior notice to you. We will not be responsible for any loss or inconvenience that may result from such suspension or termination.

Termination by you – To terminate your use of the Platform and access to the Services and these Terms, you can contact us using the contact information provided in the “Communication” section of
these Terms. Your Customer Data will be handled in accordance with these Terms and RBC Privacy Policies, which are incorporated into and form part of these Terms. If these Terms are terminated for any
reason, you will destroy all copies of the Platform and all copies of any documentation for the Platform then in your possession.

If the Services are terminated for any reason, with or without notice, you will remain responsible for paying any amounts owing up to and including the date the services are terminated.

Costs, Fees, and Related Charges. Do I have to pay any fees?

To access and use the Services, you are required to pay the applicable fees (plus additional taxes) due for the Services selected by you. We may change the amount of our fees or impose new fees as the
Services develop. We will provide at least 30 days notice of any changes to fees and such notice will be sent to the email address you provided when signing up for the Services. All amounts are expressed in
Canadian dollars.

You are responsible for all costs, fees, data plans, and related charges associated with your use of any Devices, and they are not reimbursable by us. If any amount owed by you is more than 30 days overdue,
we may deactivate or lock your account provided, however, that we may make efforts (but are not obliged) to notify you about overdue amounts prior to such deactivation or locking of your account.

Communication. How will we contact each other?

We may contact you to welcome you or to explain our services. You can contact us at hello@dr-bill.ca. We will contact you and provide notices using the contact information you provide through the Platform or other documents we may require. Except as provided below in the “Changes” section of these Terms, email is our primary method of communication. When we use email, we will send you electronic correspondence, including notifications, to the email address you provided. It is your responsibility to keep your email address up to date. You understand that if you do not keep your email address up to date, we may not be able to complete the signup process, notify you of changes, or otherwise contact you.

Changes. How will we tell you about any changes?

Changes – Except where prohibited by law, we can change (add, remove, or alter) any part or feature of the Services and these Terms, without giving you notice. Following any such change, these
Terms, as amended, will continue to apply to all or parts of the Services. Subject to legal and regulatory requirements, we can also change these Terms by giving you notice of the change to the
email address you provided when signing up for the Services, either before or after the changes take effect. When giving you such notice we will also provide you with a copy of or a link to the updated
Terms. If you use the Services after a change to these Terms, or after we have notified you of a change, you are deemed to have reviewed and accepted the new version of these Terms.

We may use Service Providers to provide or to assist us in providing the Services. You may choose to use Third Party Services provided by Third Parties. Other than RBC companies, we do not sponsor or endorse any Third Party and we are not affiliated or associated with any Service Provider or Third Party.

When using the Services,

• You may use Service Provider Services solely for your professional use;

• You may not sell, distribute, or otherwise use Service Provider Services or other information from the Platform, or the Services, and you may not permit such distribution or use by anyone else; and

• You are not permitted to provide Service Provider Services or to make Service Provider Services available to third parties.

You understand and agree that:

(i) your use of any Third Party Services is at your sole risk and may be subject to the terms and privacy policy of the Third Party, and

(ii) we make no representation or warranties in connection with any Third Party Services or any of the information, products, or other content included in or accessible from any Third Party Services, which are the sole and exclusive responsibility of the Third Party.

Service Providers retain all ownership rights, including all intellectual property rights, in Service Provider Services and to their trademarks and logos that appear on the Platform and in the Services. Nothing in these Terms or the Services should be interpreted as conferring any right for you: (i) to use Service Provider Services in any way other than as expressly permitted in these Terms; or (ii) to use any Service Provider trademarks or logos.

You agree that we, Third Parties, and Service Providers may use your personal and commercial information (but not your Customer Data) to create, use, and distribute statistical, profiling, performance, or operational reports about the Services. These reports may be shared with Third Parties, in which case, the information in the reports will not be attributable to you.

We grant you a revocable, non-exclusive and non-transferable single-user (non-concurrent) license to use the Platform, in accordance with these Terms. The grant of this license may not be assigned by you unless agreed upon in writing by us.

We retain at all times all ownership rights – including without limitation, copyright – in the Platform. You agree not to copy, reproduce, transfer copies, or reverse engineer the Platform and not to disclose or distribute the Platform to Third Parties. Except as we may specifically agree, we have no obligation to provide any training, maintenance, or other assistance for the Platform.

We are the owners, or licensees, of all intellectual property rights subsisting on each screen made available through the Platform. Unless otherwise indicated, trademarks and logos, and all works, including texts, images, illustrations, software, HTML codes, audio clips, and videos appearing on the Services are our property, or those of our licensors, and without our express written permission, may not be reproduced, republished, downloaded, posted, transmitted, distributed, or modified, in whole or in part, in any form whatsoever, except for personal and non-commercial use, including viewing, printing, or archiving of electronic copies of your Platform and App activities, in accordance with these Terms and as we may further instruct you. Nothing in these Terms or on the Platform is to be interpreted as conferring a right to use our works, trademarks, or logos in any other way, or those of any RBC companies or Service Providers.

Referral Fees. We May Receive Fees When We Refer You To Third Parties.

A Third Party may pay us, or we may receive from a Third Party, directly or indirectly, a referral fee when we refer you to the Third Party and you elect to purchase or obtain products or services from the Third Party. The amount of any referral fee paid or received for referrals will not affect the fees paid or payable, if any, by you to us or to the Third Party.

Expiry Of Credits. They Will Disappear From Your Account If You Don’t Use Them.

If we provide a credit on your account, you must use it within a certain amount of time or else it will expire. We may, as a courtesy, notify you that credits on your account are about to expire. If we do, it will be by email to the address you provided when you signed up for the Services. We will not be liable for any failure to advise you of expiring credits or for any consequence associated directly or indirectly with the credits on your account expiring. Credits are non-refundable, non-transferable or assignable, and have no cash value.

Promotional credits awarded as part of a promotion, contest, or limited time offer for new users will expire ninety (90) days after they are placed on your account.

Goodwill credits awarded as a courtesy or customer service gesture will expire one (1) year after they are placed on your account.

Account Inactivity. If You Don’t Submit Any Claims For 12 Months Your Account Will Become Inactive.

If you do not submit any claims through the Platform for twelve (12) consecutive months your account may automatically become inactive. We may, as a courtesy, inform you in advance that your account will become inactive by emailing the address you provided when signing up for the Services. We will not be liable for our failure to notify you in advance that your account will become inactive, nor for any consequence associated directly or indirectly with the status of your account.

You may request that your inactive account be reactivated by sending an email to hello@dr-bill.ca.

No Representations or Warranties. The Platform and the Services are provided “as is.”

We are providing you with the Services on an “as is” and “as available” basis and we do not make any representations or provide any warranties concerning them. Without limiting the foregoing, we expressly disclaim all warranties in connection with the Services, whether express or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Electronic Agreement. Clicking = Signing With A Pen On Paper.

These Terms and any related terms, conditions, instructions, disclaimers, or documents may be accepted in electronic form and your acceptance is binding between you and us. Neither you nor we will contest the validity or enforceability of these Terms and any related documents because they were accepted or signed in electronic form.

On-Screen Terms. Terms shown on-screen form part of these Terms.

There may be terms, conditions, instructions, or disclaimers related to the Services, Third Party Services, or Offers displayed on the screens in the Platform, or when you click on icons or links on the Platform screens. By using any of the Services or any Offers, you must access and agree that the terms, conditions, instructions, or disclaimers apply to your use of or access to the applicable Services, Third Party Services, or Offers, in addition to the terms and conditions of any other applicable agreements.

Mobile Application. Rules for downloading the Mobile Application.

By choosing to install the mobile application on your Device for the purpose of accessing the Services you consent to the installation of the mobile application, and any future updates or upgrades to the mobile application.

Language. We will talk to each other in English.

You and we have expressly requested that these Terms and all related documents, including notices, be drawn up in the English language. Vous et nous avons expressément demandé que cette entente et tout document y afférent, y compris tout avis, soient rédigés en langue anglaise. (Quebec only / Québec seulement).

Governing Law. What law applies?

These Terms will be governed by the laws of the Province or Territory in Canada in which you operate and the federal laws of Canada applicable therein. If you live outside of Canada, these Terms will be exclusively governed by the laws of the Province of Ontario and the federal laws of Canada applicable herein. You and we agree that the courts of the jurisdiction specified above shall have exclusive jurisdiction over each of us for the determination of any matter(s) arising out of these Terms.

Assignment and Severability. Contract law stuff.

If any provision of these Terms is found to be invalid or unenforceable, this will not affect the validity or enforceability of the other provisions of these Terms. Our failure to enforce strict performance of any provisions of these Terms does not mean we have waived any provision or right. Neither the course of conduct between you and us, nor trade practice modifies any provision of these Terms. We may assign or transfer these Terms on notice to you. You may not assign or transfer these Terms or any of the obligations or rights under these Terms to any other person.

We have the right at all times to assign any or all of our rights and obligations under these Terms to an RBC company. The Services may then be delivered by the RBC company to whom we assign these Terms.

Records. Electronic Records = Paper Records.

Our records, including electronic records, including those of any Service Providers (whether used by them or us), regarding the Services, including the retrieval, consolidation, organization and presentment of information, are final and conclusive. These records will be admissible in any legal, administrative, or other proceedings. Furthermore, electronic data and records will be admissible as conclusive evidence of the contents of those records, in the same manner as original paper documents. You waive any right to object to the introduction of any such electronic data or records into evidence.

Defined Terms. What Does Everything Mean?

Business means the person or entity who uses the Services, including such person’s directors, officers, employees, signing authorities, agents, contractors, or any other representative acting on such person or entity’s behalf.

Clinic means a group medical practice in which several Physicians work cooperatively.

Customer Data means personal information belonging to a Clinic, Physician, Business, or Payers provided while using the Services.

Device means any mobile device, computer, or other device you use to access the Services.

Offers means any offers, rate discounts, or promotions of a Third Party presented by us as part of the Services.

Payer means any relevant health authority or funding agency, including government health insurance plans.

Platform means our mobile application, web-based interface, or API.

Physician means a health care professional who is licensed to practice medicine.

RBC means Royal Bank of Canada.

RBC companies or RBC company means RBC, its direct and indirect subsidiaries, and their successors and assigns. While we are an RBC company, in these Terms a reference to RBC companies or RBC
company will not include us.

Services means medical billing and related services we provide, including the features, functionality, content, and information we provide by the Platform (the “Services”) as well as any data insights,
analysis or reports we prepare for you.

Service Provider means a party retained by us to act on our behalf to provide, or to assist us in providing the Services.

Service Provider Services means content and information contained in the Services provided by any Service Provider.

Sign-In Credentials means usernames, passwords, personal verification questions, or other information
required to access the Services.

Terms means these Terms and Conditions.

Third Party means any party other than you, us, or a party when acting as a Service Provider.

Third Party Services means any products or services provided by a Third Party that can be used or accessed through the Services or a Third Party that we refer you to for other products and services.