Membership refunds

Our membership refund policy is also detailed in the Maple Membership Disclaimer that was shown when you signed up for your membership. You can view this here.

Refund criteria

Our team will look at the following when considering a refund:

If your initial purchase was within the past 30 days.
How recently your membership autorenewed.
Whether you (or any member on your account) have used your Maple membership — that means you've requested and matched with any practitioner, requested a Second Medical Opinion visit or enrolled in self-guided iCBT courses.

If our Customer Support team determines you're eligible for a refund, we'll refund you, and you'll maintain access to your membership benefits for the remainder of the month. The membership will automatically renew each month unless you turn off auto-renew or request we turn it off for you.

For more information or to formally request a refund, speak with our Customer Support Team directly by clicking the Contact us button below.

Within the first 30 days of your initial purchase date

If you've used your Maple membership within the first 30 days of your initial purchase, the membership fee is non-refundable.

If you didn't use your Maple membership within the first 30 days of your initial purchase, you may be eligible for a full refund.

After the first 30 days of your initial purchase

If you are on a membership plan that renews monthly: Fees for unused memberships that have renewed within 72 hours of the renewal payment being processed are eligible for a refund. Outside of that renewal window, previous months' membership fees are non-refundable. Refunds must be requested within 72 hours of the renewal charge for the month.

If you are on an annual membership plan: Your membership is an annual subscription commitment with monthly payments. You can cancel the auto-renewal of the annual term at any time in your account settings. Expired memberships cannot be refunded.

Pay-per-visit fees

Before you first submit a visit request, Maple displays the price of the visit and requires confirmation of your payment method. Visit fees on Maple are for the practitioner's time during the visit and don't guarantee any specific medical outcome.

Here are answers to some common payment questions:

A practitioner didn't pick up my visit request

Our practitioners will decline your visit request if they determine your needs can't be safely met through an online visit. You won't be charged if the request is declined before being matched with a practitioner. This can be confirmed by reviewing the Billing tab in your account settings. You may still see an authorization hold on your card—depending on your bank, it may take some time to release the authorization hold.

I didn’t get the medical outcome I was looking for

All healthcare outcomes, including the provision of prescriptions, sick notes and treatment, are at the practitioner's discretion based on their judgment and professional expertise. Practitioners are entitled to charge for their time if the visit request was accepted and an assessment was conducted (even if no treatment can be provided beyond a recommendation for in-person care). As the fee is for the practitioner's time, we can't issue a refund if you connected with a practitioner. Please review Maple's Terms of Use for more details.

I’m concerned about the quality of care I received

If you are concerned about the quality of care you received on Maple, please see the following article for more information: Complaint resources.

I have an issue with a prescription, doctor’s note, or lab requisition

Please contact us using the Contact Maple button below, so our support team can troubleshoot and resolve your concern.

I had technical issues during my visit

We can consider issuing a full or partial refund if you've experienced a major technical app issue during a visit. Contact us using the Contact Maple button below to resolve your concern.

I was eligible for coverage when I paid for the visit

If you're eligible for public health insurance or private coverage on Maple, you must add the partnership coverage to your account before accessing these services.

Please click the Contact Maple button below to help set up your account, and we'll help make sure your coverage is correctly applied. You can also find more information about connecting partnership coverage here.

I missed my appointment

Please refer to our Missing your appointment article for more information.

For our cancellation policy for scheduled visits, see the Scheduled visit cancellation policy article, available here.

Contact Maple

Provincial health insurance coverage

Health card requirements for memberships

Weight medication at Maple

Missing your appointment

Getting a specialist referral on Maple