Medloc

This At-Home Care Client Services Agreement ("Agreement") is entered into between Medloc Nursing On Demand Inc. ("Medloc", "we", "us") and the individual named above ("Client"). Where the care recipient is different from the client, the Client represents that they are the authorized representative of the care recipient and have legal authority to enter into care arrangements on their behalf.

By initialing each section and signing below, the Client agrees to the terms and conditions set out in this Agreement.

3.1 — Selected Provider Type: Registered Nurse (RN) at $84.00/hr.

3.2 — Minimum Shift: A minimum of two (2) hours is billed for each confirmed visit, even if the visit is shorter at the care recipient's or Client's request.

3.3 — Rate Adjustments: Medloc may adjust rates with 30 days written notice. The Client's rate will never increase mid-service period without written consent.

3.4 — Comparison: Traditional home care agencies in New Brunswick typically charge $75–$250/hr for the same provider types. Medloc's model ensures more goes directly to the care provider.

4.1 Care visits are scheduled between Medloc, the Client, and the assigned care provider. Standard shifts are:

• – Day Shift: 07:00–15:00 (8 hrs)
• – Evening Shift: 15:00–23:00 (8 hrs)
• – Overnight Shift: 23:00–07:00 (8 hrs)
• – Custom shifts are available upon request (minimum 2 hours).

4.2 Recurring schedules (daily, weekly) are confirmed in writing between the Client and Medloc. Single-session visits require a minimum of 24 hours' advance notice.

4.3 — Emergency / Same-Day Bookings: Available subject to provider availability. A 25% premium applies to bookings made with less than 4 hours' notice.

4.4 — Public Holidays: Care services on statutory public holidays in New Brunswick are subject to a holiday rate premium of 50%, applied to the Client's hourly rate.

5.1 Medloc will match the care recipient with a qualified provider based on: care needs, required credentials, preferred shift, location, language preference, and continuity of care goals.

5.2 All providers supplied by Medloc have passed:

• ✓ Criminal Record Check (CRC) with Vulnerable Sector screening (RCMP)
• ✓ Credential verification (nursing registration or PSW/HCA training)
• ✓ CPR / First Aid current certification
• ✓ Immunization compliance review

5.3 — Continuity Preference: Medloc will make best efforts to assign the same provider for recurring visits. However, operational availability, illness, or scheduling conflicts may require a substitute provider. The Client will be notified of any substitution prior to the visit.

5.4 Medloc reserves the right to reassign or withdraw a provider if concerns related to safety, suitability, or conduct arise. Replacements will be arranged as quickly as possible.

5.5 — Direct Hiring Restriction: The Client agrees not to hire, engage, or subcontract any Medloc-referred provider independently (outside of Medloc) during the term of this Agreement and for 12 months thereafter, without Medloc's written consent.

6.1 The Client is responsible for ensuring the care environment is safe and accessible for the provider — this includes cleared pathways, adequate lighting, and a safe working environment.

6.2 If access details change (new entry code, parking lot change, etc.), the Client must notify Medloc at least 4 hours before the next scheduled visit.

6.3 If a provider cannot access the premises at the agreed time due to missing or incorrect access information, a minimum of 1 hour at the applicable rate may be charged.

6.4 — Pets: The Client agrees to inform Medloc of any pets on the premises. Dogs and other animals must be secured or separated from the care area during visits for the safety of the provider and care recipient.

6.5 — Emergency Contact: The Client agrees to provide an emergency contact person reachable during all scheduled visits in case the Client cannot be reached directly.

7.1 — Licensing & Regulation:

• –RNs are regulated by the Nurses Association of New Brunswick (NANB) under the Nursing Act, 1984.
• –LPNs are regulated by the Association of New Brunswick Licensed Practical Nurses (ANBLPN).
• –NPs hold an extended class registration with NANB and may independently diagnose, treat, and prescribe under federal and provincial authority.
• –PSWs/HCAs are not provincially regulated in New Brunswick. Standards are guided by NBCC HCA training, NBHCA, and CCHA national home care standards.

7.2 — Public vs. Private Home Care: The Government of New Brunswick operates the Extra-Mural Program (EMP), a publicly funded home care program. Medloc's services are private and complement — not replace — the EMP. Clients eligible for EMP are encouraged to access that program in addition to private care.

7.3 — Scope of Practice: All providers operate strictly within their regulated or trained scope of practice. Clients or family members may not ask or pressure a provider to perform tasks outside their scope. Such requests must be addressed with Medloc directly.

7.4 — Standards Reference: Home care services are delivered in alignment with the Canadian Home Care Association (CCHA) National Home Care Standards.

8.1 Medloc collects, stores, and uses personal health information in compliance with New Brunswick's Personal Health Information Privacy Act (PHIPA) and the Right to Information and Protection of Privacy Act (RTIPPA).

8.2 Personal and health information collected for this Agreement (including access codes, health history, and care needs) will be used solely to arrange and deliver care. It will not be sold, shared with or disclosed to any party other than the assigned care provider without the Client's written consent.

8.3 — Access Information Security: Building entry codes, unit numbers, and access notes are encrypted and shared only with the assigned care provider. This data is deleted within 30 days of care services ending.

8.4 The assigned care provider is bound by the same strict confidentiality obligations through their service agreement with Medloc.

8.5 The Client has the right to request access to, correction of, or deletion of their personal information held by Medloc at any time by contacting contact@medloc.ca.

9.1 Payment is due when shift is filled. Not when the care visit is completed. Invoices are generated automatically by the Medloc platform upon confirmed shift.

9.2 Accepted payment methods: credit card (Visa, MasterCard, American Express) and Electronic Funds Transfer (EFT / direct bank payment).

9.3 For recurring care arrangements, Medloc may offer pre-authorized payment (PAP) billing. The Client consents to PAP billing where applicable and will receive advance notice of each charge.

9.4 — Disputed Charges: If the Client believes an invoice contains an error, the dispute must be raised in writing within 48 hours of the invoice date. Medloc will review and respond within 3 business days.

9.5 — Late Payment: Accounts outstanding beyond 7 days may incur a 1.5% monthly late fee. Medloc reserves the right to suspend services for accounts more than 14 days past due.

9.6 — HST / Tax: Applicable HST will be added to all invoices as required by law.

10.1 The Client may cancel or reschedule a booked visit without charge by providing at least 24 hours' written notice via the Medloc app or email.

10.2 — Late Cancellation (2–24 hours' notice): A cancellation fee equal to 50% of the scheduled visit cost will apply.

10.3 — No-Notice Cancellation (less than 2 hours): A cancellation fee equal to 100% of the scheduled visit cost (minimum 2-hour billing) will apply.

10.4 — Medical Emergency Exception: Cancellation fees are waived in documented medical emergencies affecting the care recipient. Documentation may be requested.

10.5 — Provider Cancellation: If Medloc must cancel a scheduled visit due to provider unavailability, no charge applies and Medloc will make best efforts to provide a replacement at the same shift time.

11.1 — Termination by Client: The Client may terminate ongoing care services at any time with 72 hours' written notice. Outstanding balances for services rendered remain due and payable.

11.2 — Termination by Medloc: Medloc may suspend or terminate services immediately and without notice in cases of: unsafe conditions at the care location; physical or verbal abuse of a provider; non-payment of overdue invoices; or breach of any term of this Agreement.

11.3 — Limitation of Liability: Medloc's liability to the Client arising from any service under this Agreement shall not exceed the total fees paid by the Client in the 30 days preceding the event giving rise to the claim. Medloc is not liable for indirect, consequential, or punitive damages.

11.4 — Care Decisions: Medloc facilitates the matching and coordination of care providers. Clinical care decisions are made by the licensed provider in accordance with their professional obligations and scope of practice. Medloc does not direct clinical care.

11.5 — Insurance: Medloc providers carry professional liability (errors and omissions) insurance. The Client is encouraged to verify their home insurance policy covers third-party care workers on the premises.

11.6 — Governing Law & Dispute Resolution: This Agreement is governed by the laws of New Brunswick and applicable federal laws of Canada. Disputes shall first be addressed through written good-faith negotiation, then mediation if unresolved within 15 business days.

11.7 — Entire Agreement: This Agreement, together with the confirmed service order, constitutes the entire agreement between the parties. Amendments must be in writing and agreed by both parties.