SoapSolvers Terms of Service
These Terms of Service (the “Terms”) are an agreement between SoapSolvers Inc., a corporation registered in Ontario, Canada (“SoapSolvers”, “we”, “us”), and the clinic, practice or business that signs up for SoapSolvers (the “Clinic”, “you”). The person who signs up confirms that they are authorized to accept these Terms for the Clinic.
Schedule A (Clinic Data Agreement) is part of these Terms. If anything in Schedule A conflicts with the rest of these Terms about patient information, Schedule A wins.
1. The service
1.1 SoapSolvers is online software for health and wellness clinics: patient charts and clinical notes, scheduling and online booking, patient forms and consents, billing and invoices, leads, reports, messaging (email and, as an add-on, text messages) and related features (the “Service”).
1.2 We may improve, change or remove features. If we remove a feature that is central to how you use the Service, we will give you reasonable notice and, if you are on an annual plan and the change materially reduces the Service, you may cancel and receive a prorated refund for the unused full months.
1.3 The Service is an administrative, record-keeping and documentation tool. It is not a medical device, not a clinical decision-support tool and not a health care provider. It does not examine or evaluate patients, make clinical decisions, give diagnostic opinions, prescribe or recommend treatment, or give medical advice, and it is not for emergencies. Clinical judgment and professional obligations always remain with you and your practitioners.
1.4 Clinical content library. The Service includes a library of conditions, example wording, examination tests, goals and treatment-plan wording (the “Clinical Content”) that practitioners can use to draft SOAP notes and treatment plans. Clinical Content is a set of editable starting templates for documentation only. It is not clinical advice, a diagnosis, a treatment recommendation or a standard of care, and it may not be complete, current or suitable for a particular patient. Entries that mention red flags or referral are reminders only and do not replace the practitioner’s own screening and judgment.
1.5 Practitioner review. Before any note, plan or other record is signed, locked, saved as final, printed or exported, the practitioner must review, edit and verify all of its content — including text the Service fills in automatically (such as side, severity and progress) — so that it accurately reflects their own assessment and the care they provided. Signing, locking or exporting a record means the practitioner adopts its full content as their own clinical record. You are responsible for making sure your practitioners do this.
1.6 Professional standards. You and your practitioners are solely responsible for making sure every record, term, examination finding and treatment plan complies with the scope of practice, record-keeping and documentation standards of the practitioner’s regulatory college or governing body (for example the College of Chiropractors of Ontario, the College of Physiotherapists of Ontario or the College of Massage Therapists of Ontario), with applicable law, and with insurer and payer requirements. SoapSolvers does not guarantee that any record will be accepted by an insurer, payer, the WSIB, a regulatory college or a court.
2. Accounts and users
2.1 The person who creates the Clinic is its Owner. The Owner can invite staff (“Users”) and give them roles and permissions. You are responsible for everyone you give access to, for choosing the right permissions, and for removing access promptly when someone leaves.
2.2 Each User must have their own login. Logins must not be shared. Users must keep their passwords secure and tell you, and you must tell us, right away about any suspected unauthorized access.
2.3 You must give accurate sign-up and billing information and keep it up to date, including a working email address for the Owner.
3. Free trial
3.1 New Clinics get a free trial (currently 14 days). No credit card is needed to start. At the end of the trial, you need a paid subscription to keep full access. If you don’t subscribe, your data is kept and access becomes limited as described in section 6.
3.2 During the free trial, text messages and phone calls aren’t available. Text messaging with the Clinic’s own number can be turned on after the first payment as a paid add-on (section 4A).
3.3 Sample data loaded during set-up is fictional and for practice only. Remove it before you add real patients.
4. Plans, fees and taxes
4.1 Subscriptions are billed monthly or annually, in advance, at the prices shown on our pricing page or in the app when you subscribe. Add-ons (for example extra storage or text messaging) are billed in addition to your plan.
4.2 Prices are in Canadian dollars and do not include taxes. Applicable taxes (such as GST/HST, PST or QST) are added based on your Clinic’s location.
4.3 Payments are processed by our payment provider (currently Stripe). SoapSolvers never sees or stores your full card number. You authorize us, through our payment provider, to charge your payment method for each billing period until you cancel.
4.4 We may change prices. Price changes take effect at your next renewal and we will tell you at least 30 days before. If you don’t agree, you may cancel before the renewal.
4.5 Text messaging is an optional add-on, described in section 4A.
4A. Text messaging
4A.1 What’s included. The text messaging add-on includes a local number for your Clinic and a monthly allowance of outgoing texts, at the price shown in the app. The allowance resets on the 1st day of each calendar month in your Clinic’s time zone. Unused texts don’t carry over. A long message, or one with emoji or some accented characters, may count as more than one text.
4A.2 Incoming texts. Texts that patients and other people send to your Clinic’s number are currently free and don’t count toward your allowance. This may change at any time, as described in 4A.9.
4A.3 More texts. You can add extra texts every month, or a one-off top-up for the current month, at the prices shown in the app. Extra monthly texts are billed with your plan; adding them mid-period is charged for the rest of the period, and removing them takes effect at your next renewal. One-off top-ups can be used until the last day of the calendar month in which they are bought. Top-ups are non-refundable.
4A.4 Automatic top-up. If you turn on automatic top-up, you authorize us to charge your payment method on file for a one-off top-up each time your texts run out, up to the monthly maximum you choose. We email the Owner each time. If a charge is declined, automatic top-up turns off. You can turn it off at any time.
4A.5 When texts run out. When the allowance is used up, new texts wait instead of being sent, until more texts are added or the allowance resets. Waiting texts are then sent automatically if they are still useful (for example, an appointment reminder is only sent if the appointment is still ahead); otherwise they are listed in the app as not sent. We email the Owner when 80% and 100% of the allowance is used. It remains your responsibility to contact patients by other means when a text is not sent.
4A.6 Payment problems. During the 7-day payment grace period (section 6.1), texting continues within the texts remaining for the month; extra texts, top-ups and automatic top-ups can’t be bought until the payment is fixed. Texting stops if access becomes limited.
4A.7 Turning texting off, and your number. If you turn off the add-on, it stops at the end of the period already paid, with no partial refund. Your number is kept for 14 days after that, then released, and we can’t recover it. If you choose a new number, the old one is released.
4A.8 Your responsibilities. You are responsible for having patients’ consent to text them and for what your Clinic sends, including following applicable anti-spam and privacy laws. People who reply STOP are not texted again until they reply START. Texts should not contain clinical details.
4A.9 Changes. We may change text messaging prices, allowances and what is included or free (including incoming texts). We will tell you at least 30 days before a change applies. If you don’t agree, you can turn off the add-on before the change applies.
5. Cancellation and refunds
5.1 Monthly plans: you can cancel any time. Your subscription stays active until the end of the month you have already paid for, then it doesn’t renew. We don’t give refunds or credits for partial months.
5.2 Annual plans: annual plans are discounted and non-refundable, including if you cancel part-way through the year. You keep full access until the end of the paid year, then the plan doesn’t renew.
5.3 Add-ons: you can remove an add-on at any time; it stops at the end of the period already paid, with no partial refund.
5.4 Billing mistakes: if we charge you in error (for example a duplicate charge or the wrong amount), we will refund the mistaken amount in full.
5.5 We may, at our discretion, offer a goodwill credit to your SoapSolvers account. A goodwill credit is not a cash refund and does not create an obligation to give one in the future.
5.6 Nothing in this section limits any right you have under a law that cannot be waived.
6. Late payment, limited access and your data
6.1 If a payment fails, we will tell the Owner and try again. Your Clinic keeps full access during a 7-day grace period while the payment is fixed. If the subscription is still unpaid after the grace period, or the trial has ended without a subscription, access to the Clinic becomes limited in steps: first, staff can still view, print and correct existing records and finish notes for past visits, but can’t add new patients, appointments or invoices; later, only the Owner, Clinic Admins and the Privacy Officer can open the Clinic, to view and export records. The app shows the dates for each step.
6.2 We don’t delete your data because a subscription ends or a payment fails. Your records stay available in read-only form so that the Owner can export them at any time. Once the account is paid again, full access returns.
6.3 You can export your Clinic’s data at any time with the export tools in the app (Settings → Export data, and per-patient record exports).
6.4 If you want your Clinic’s data permanently deleted, the Owner can ask us in writing. Schedule A, section A10 explains how deletion and backups work. You are responsible for keeping any copy you need to meet your record-retention obligations before you ask for deletion.
7. Your responsibilities
You agree that you and your Users will:
- use the Service only for lawful clinic and business purposes;
- meet your own legal and professional obligations, including health privacy laws (for example PHIPA in Ontario), your regulatory college’s record-keeping standards, and insurer requirements;
- have the right to enter the information you put into the Service, and get any consent required from patients and others;
- get proper consent before sending marketing or promotional email or text messages (Canada’s Anti-Spam Legislation, CASL), honour unsubscribe and STOP requests, and only send messages that are lawful;
- check that records, invoices, receipts, forms and messages are accurate before you rely on them or send them;
- adapt the standard forms, consents and templates we provide to your profession, province and practice — they are starting points, not legal advice;
- keep your own devices, browsers and networks secure, and sign out of shared devices.
8. Acceptable use
You must not, and must not let anyone else: break the law or anyone’s rights using the Service; upload malicious code; try to get around security, limits or permissions; access another clinic’s data; probe, scan or load-test the Service without our written permission; copy, resell or build a competing product from the Service; or send spam, harassing or deceptive messages. We may suspend access that puts the Service, other clinics or patients at risk, and will tell you why as soon as we reasonably can.
9. Your data and our rights
9.1 Your data is yours. Everything you and your patients enter into the Service (“Clinic Data”) belongs to you or your patients. We get no ownership of it.
9.2 You give us permission to host, copy, process and transmit Clinic Data only as needed to provide, secure, support and improve the Service for you, as described in Schedule A. We do not sell Clinic Data and do not use patient information for advertising.
9.3 We may use information about how the Service is used (for example which screens are used and error reports), with no patient information in it, to run and improve the Service.
9.4 The Service, its software, design and content (other than Clinic Data) belong to SoapSolvers. You get a limited, non-exclusive, non-transferable right to use the Service during your subscription. If you send us ideas or feedback, we may use them freely.
10. Privacy and security
10.1 How we handle personal information about our own customers (for example Owner and User accounts and billing) is explained in our Privacy Policy.
10.2 Clinic Data, including personal health information, is stored in Canada and handled under Schedule A.
11. Third-party services
The Service uses third-party providers (for example for hosting, payments, email and text messages). Some features connect to services you choose, such as advertising platforms that send you leads. Your use of those services is governed by their own terms. We are not responsible for a third-party service that you choose to connect, but we remain responsible for our own service providers as described in Schedule A.
12. Availability and support
12.1 We work to keep the Service available and secure, and to schedule maintenance at quiet times. Like any online service, it may sometimes be unavailable, slow or have errors. We don’t promise uninterrupted or error-free service.
12.2 Support is provided by email at info@soapsolvers.com on business days.
12.3 You should have a plan for continuing to see patients if the internet or the Service is unavailable (for example printed schedules for the day).
13. Warranties and disclaimers
We will provide the Service with reasonable care and skill. Except as stated in these Terms, the Service is provided “as is” and “as available”, and to the extent the law allows we disclaim all other warranties and conditions, express or implied, including fitness for a particular purpose and merchantability. In particular, to the extent the law allows, we do not warrant that the Service or the Clinical Content is accurate, complete, error-free (including spelling, wording or automatically filled-in text), suitable for any particular clinical purpose, or available without interruption.
14. Limitation of liability
14.1 To the extent the law allows, neither party is liable to the other for indirect, special, incidental, punitive or consequential damages, or for lost profits, revenue or goodwill, loss of a professional licence or registration, or insurer or payer clawbacks or penalties, even if told they were possible.
14.2 To the extent the law allows, each party’s total liability arising from these Terms in any 12-month period is limited to the fees you paid to SoapSolvers in the 12 months before the event that gave rise to the claim.
14.3 These limits do not apply to your obligation to pay fees, to a party’s fraud or wilful misconduct, or to liability that cannot be limited by law.
15. Indemnity
To the extent the law allows, you will defend, compensate and hold harmless SoapSolvers and its directors, officers, employees and contractors against claims, losses, damages, penalties and reasonable legal costs brought by third parties (including patients, insurers, payers, the WSIB and regulatory colleges) arising from: (a) your clinical services, including malpractice or personal injury claims; (b) your records and documentation, including how you used, edited or relied on Clinical Content; (c) insurance or payer claim denials, clawbacks, billing audits or penalties; (d) regulatory college complaints, investigations, audits or discipline; (e) your Clinic Data or your messages; or (f) your breach of these Terms or the law — except to the extent caused by SoapSolvers’ breach of these Terms.
16. Term and ending the agreement
16.1 These Terms start when you accept them and continue until your account is closed.
16.2 You can cancel your subscription any time in the app or by email (section 5 explains refunds).
16.3 We may end these Terms or suspend the Service if you seriously breach them and don’t fix the breach within 15 days of our notice, or right away if needed to protect the Service, other clinics or patients, or to comply with the law. We may also stop offering the Service entirely with at least 90 days’ notice, with a prorated refund of any prepaid fees for the period after it stops.
16.4 Sections that by their nature should continue (including 5, 6, 9, 13–15, 18 and Schedule A sections about confidentiality, return and deletion of data) continue after the agreement ends.
17. Changes to these Terms
We may update these Terms. For material changes we will give the Owner at least 30 days’ notice by email or in the app before they take effect, except where a change is required by law sooner. The Owner will be asked to review and accept the new version. If you don’t agree, you may cancel before the change takes effect; the refund rules in section 5 still apply. Each version shows its version number and date, and the app records who accepted which version and when.
18. General
18.1 Governing law: these Terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. The courts of Ontario have exclusive jurisdiction, unless the law of your province requires otherwise.
18.2 Notices: we send notices to the Owner’s email address on the account or in the app. You send notices to info@soapsolvers.com or by mail to our registered office.
18.3 Assignment: you may not transfer these Terms without our consent. We may transfer them to a company that takes over the Service, if it agrees to be bound by them, including Schedule A.
18.4 Events outside our control: neither party is responsible for delays caused by events beyond its reasonable control (for example major internet or power failures, natural disasters or government action), other than payment obligations.
18.5 Entire agreement: these Terms (including Schedule A) and the Privacy Policy are the whole agreement about the Service and replace earlier discussions. If a part is found unenforceable, the rest stays in force. Not enforcing a right is not a waiver of it.
18.6 Language: the parties have asked that these Terms be drawn up in English. Les parties ont exigé que ces conditions soient rédigées en anglais.
Schedule A — Clinic Data Agreement
This Schedule explains how SoapSolvers handles personal health information and other personal information on your behalf. It is intended to meet the requirements for agents and electronic service providers under Ontario’s Personal Health Information Protection Act, 2004 (PHIPA) and its regulations, and the similar requirements of other Canadian health privacy and private-sector privacy laws that apply to your Clinic (together, “Privacy Laws”).
A1. Roles
You (the Clinic, or each health information custodian or practitioner using your account) are responsible for Clinic Data and decide why and how it is collected, used and disclosed. SoapSolvers provides the software and hosting and acts only as your agent / service provider. SoapSolvers does not decide how Clinic Data is used and is not the custodian of it.
A2. What Clinic Data includes
Patient demographics and contact details, clinical notes, assessments, treatment plans, forms and consents, signatures, body diagrams, uploaded files and photos, appointments, billing and insurance information, messages, leads (people interested in your services) and the records of who viewed or changed them.
A3. Using Clinic Data only on your instructions
SoapSolvers will collect, use, store, disclose and otherwise handle Clinic Data only:
- to provide the Service to you, as you configure and use it (your use of the Service is your instruction);
- to keep the Service secure, prevent abuse, and fix problems;
- to provide support that you or your Users ask for; or
- where required by law, as set out in section A8.
SoapSolvers will not sell Clinic Data, use it for advertising or marketing, or use patient information to train any artificial-intelligence model.
A4. Where Clinic Data is stored
Clinic Data is stored in Canada (our database and file storage are hosted in a Canadian data centre region). Emails you send go through Amazon Web Services in Canada. Some service providers that deliver text messages you send, or process requests in transit, may handle limited information (such as a patient’s name, email address or phone number and the message content) outside Canada, including in the United States, where it may be subject to the laws of that country. You decide what your messages say; reminders can be set not to show the service name. Section A6 lists these providers.
A5. Safeguards
SoapSolvers maintains administrative, technical and physical safeguards appropriate to the sensitivity of personal health information, including:
- encryption of data in transit (HTTPS/TLS) and at rest by our hosting provider;
- separation of each clinic’s data, and server-side checks of every User’s role and permissions;
- a permanent audit log of who viewed, printed, exported or changed records, available to your Owner, Clinic Admins and Privacy Officer;
- limits on repeated attempts on public pages (booking, forms, tablets) to slow down automated attacks;
- regular backups;
- limiting SoapSolvers staff access to Clinic Data to what is needed for the purposes in section A3, on a need-to-know basis, under confidentiality obligations; SoapSolvers platform administrators cannot open patient charts through the app;
- keeping records of the safeguards in place and reviewing them as the Service changes.
A6. Service providers (sub-processors)
SoapSolvers uses the following service providers to run the Service. Each is bound by written terms that require it to protect the information and use it only to provide its service to SoapSolvers.
| Provider | What it does | Where data is handled |
|---|---|---|
| Supabase | Database, file storage, sign-in and server functions | Canada (data stored in the Canada (Central) region) |
| Netlify | Delivers the app’s web pages (no Clinic Data is stored there) | Global content delivery network |
| Amazon Web Services (Amazon SES) | Sends emails you send from the Service (reminders, forms, invoices, records) | Canada (data processed in the Canada (Central) region) |
| Twilio | Sends and receives text messages, if you turn on texting | United States and the mobile carriers involved |
| Stripe | Subscription payments to SoapSolvers, and card payments you choose to take | Canada and United States |
We will give the Owner at least 30 days’ notice (by email or in the app) before adding or replacing a provider that handles Clinic Data. If you have a reasonable privacy objection, tell us; if we can’t address it, you may cancel and receive a prorated refund of prepaid fees for the remaining full months.
A7. Privacy breaches
If SoapSolvers becomes aware that Clinic Data has been, or is reasonably believed to have been, stolen, lost, or accessed, used or disclosed without authority (a “Breach”), SoapSolvers will:
- notify the Owner and your Privacy Officer without undue delay, and in any event within 72 hours of confirming it, at the first reasonable opportunity;
- tell you what is known about what happened, what information and which patients are affected, and what we are doing about it, and update you as we learn more;
- take reasonable steps to contain the Breach and prevent it from happening again; and
- cooperate with you so that you can meet your own obligations to notify patients, the Information and Privacy Commissioner, your regulatory college or others.
Deciding whether and how to notify patients and regulators of a Breach involving Clinic Data is your responsibility as the custodian, and SoapSolvers will not notify your patients directly unless you ask us to or the law requires it.
A8. Requests from others
If SoapSolvers receives a request for Clinic Data from a patient, a police service, a court or anyone else, we will refer it to you unless the law prohibits us from doing so. If we are legally required to disclose Clinic Data, we will disclose only what is required and tell you first if the law allows.
A9. Helping you meet your obligations
The Service includes tools that help you answer patients’ requests to see, correct or receive a copy of their records (records release, exports, audit log, consent records). If you need more help, SoapSolvers will provide reasonable assistance. Correcting a record is done by you in the Service; SoapSolvers does not change Clinic Data except on your instructions or to fix a technical problem.
A10. Return and deletion of Clinic Data
A10.1 During your subscription, and afterwards while the account is read-only, the Owner can export Clinic Data at any time in standard formats (CSV, PDF and the original files).
A10.2 If the Owner asks us in writing to delete the Clinic’s account and data, we will confirm the request with the Owner, then delete the Clinic Data from the live Service within 30 days. Copies in backups are deleted automatically as backups expire, within 35 days after that. Until then, backups stay protected under this Schedule and are not used except to restore the Service after a failure.
A10.3 We may keep the record that an account existed, the billing and tax records we must keep by law, and the record of the deletion request, but not patient information.
A10.4 You are responsible for keeping copies you need to meet record-retention rules (for example your regulatory college’s minimum retention period) before asking for deletion.
A11. Confidentiality of SoapSolvers personnel
Everyone at SoapSolvers who may come into contact with Clinic Data is bound by written confidentiality obligations, receives privacy training, and has access removed when it is no longer needed.
A12. Your instructions and contacts
Your Owner (and your Privacy Officer, if you appoint one in the app) is our contact for this Schedule. SoapSolvers’ Privacy Officer can be reached at info@soapsolvers.com.