MARSHA CARE INC. — TERMS OF SERVICE
Effective Date: August 1, 2026
Version: 1.0
Last Reviewed: August 1, 2026
1. Introduction and Acceptance of Terms
These Terms of Service (“Terms”) describe the general administrative terms that apply when you inquire about, book or receive psychotherapy and mental health services through MARSHA Care Inc. (“MARSHA Care,” “we,” “us” or “our”).
By using this website or booking services through MARSHA Care, you agree to the applicable administrative provisions of these Terms. Visiting this website, submitting an inquiry or booking a consultation does not, by itself, create a therapist-client relationship or constitute informed consent to psychotherapy.
These Terms apply alongside, and do not replace, the informed-consent documentation you will review with your treating clinician. That documentation governs the specific clinical relationship, treatment approach, risks and benefits of therapy, confidentiality and other clinical matters.
Where these Terms conflict with applicable law, professional standards or your clinical consent documentation, the applicable law, professional standards and clinical consent documentation will govern.
2. Our Services
MARSHA Care provides psychotherapy, counselling and mental health services delivered by regulated and/or supervised clinicians in accordance with the standards of their respective regulatory colleges, which may include the Ontario College of Social Workers and Social Service Workers, the College of Registered Psychotherapists of Ontario and the College of Psychologists and Behaviour Analysts of Ontario.
Services may be delivered in person, through secure video or telephone, or through a combination of formats, depending on clinical appropriateness, clinician availability and applicable professional requirements.
Where services are provided by a supervised student, intern, qualifying registrant or other supervised clinician, you will be informed of their role and the applicable supervision arrangements.
MARSHA Care and its clinicians may determine that we are unable to appropriately or safely meet a prospective or current client’s needs. Where appropriate and reasonably possible, alternative services or referral options may be discussed.
3. Not Emergency or Crisis Services
MARSHA Care does not provide emergency, crisis-response or 24-hour on-call services.
If you are experiencing a mental health crisis, having thoughts of suicide or self-harm, or believe that you or someone else is in immediate danger:
Call 911 or go to the nearest hospital emergency department.
Call or text 988 to reach Canada’s Suicide Crisis Helpline.
Contact your local crisis line, distress centre, family physician or other appropriate healthcare provider.
Messages left by telephone, email, website contact form, text message or client portal are not monitored continuously and should never be used to report an emergency or request immediate crisis assistance.
4. Appointments and Scheduling
Appointments may be scheduled directly with your clinician, through our administrative team or through our secure booking platform.
You are responsible for attending scheduled appointments at the agreed date and time and for providing accurate contact and scheduling information.
Appointment reminders are provided as a convenience. You remain responsible for attending your appointment even if a reminder is delayed or not received.
Late arrival may result in a shortened appointment, at the discretion of your clinician, without a reduction in the scheduled fee.
For virtual services, you may be asked to confirm your physical location and provide an emergency contact. You must inform your clinician if you will be located outside Ontario at the time of an appointment, as the clinician may be unable to provide services in another province, territory or country.
5. Cancellation and No-Show Policy
We require at least 24 hours’ notice to cancel or reschedule an appointment.
Cancellations made with less than 24 hours’ notice and missed appointments, including appointments where the client does not attend or cannot be reached, are subject to a cancellation fee equal to 100% of the scheduled appointment fee.
Cancellation and missed-appointment fees are charged directly to the client and are not typically covered or reimbursed by extended health insurance plans.
Exceptions may be considered in exceptional circumstances, including emergencies, at the discretion of MARSHA Care or the treating clinician. The consideration of an exception in one circumstance does not waive the policy for future appointments.
Repeated late cancellations, frequent rescheduling or missed appointments may result in a review of the therapeutic and scheduling arrangement. This may include changes to appointment scheduling, a pause in recurring bookings or the planned discontinuation of services.
Any discontinuation of clinical services will be managed in accordance with the treating clinician’s professional obligations and with reasonable attention to continuity of care.
6. Fees, Payment and Insurance
Session fees are communicated separately through our current fee schedule, booking information, intake documentation or service-specific agreement.
Payment is due at the time of service unless another arrangement has been agreed to in writing.
Fees may differ between clinicians and services based on factors including professional designation, appointment length and type of service.
MARSHA Care may change its fees from time to time. Existing clients who are affected by a fee change will be provided with reasonable advance notice.
Many services may be eligible for reimbursement under extended health insurance plans. However, coverage varies by plan, provider and clinician designation.
You are responsible for confirming your own insurance coverage and for paying any fees that are not reimbursed by your insurer.
MARSHA Care cannot guarantee insurance reimbursement and is not responsible for claim denials, coverage limitations or reimbursement delays.
7. Confidentiality and Privacy
Your personal information and personal health information are collected, used, retained and disclosed in accordance with our Privacy Policy, Ontario’s Personal Health Information Protection Act, 2004 (“PHIPA”) and other applicable privacy laws.
Except where disclosure is permitted or required by law, or where you have provided consent, your clinical information will be kept confidential in accordance with applicable legislation and the professional obligations of your treating clinician.
Limits to confidentiality may apply in circumstances such as:
where there is a risk of serious harm;
where there are legal reporting obligations;
where disclosure is required by a court or other lawful authority; or
where you have consented to the disclosure.
Additional information about confidentiality and its limits will be provided through your clinical informed-consent documentation.
Please refer to our Privacy Policy for further information about how we manage personal information and personal health information, including consent, safeguards, retention, access, correction and privacy complaints.
8. Client Responsibilities
As a client, you agree to:
Provide accurate and complete information during intake and throughout services, to the best of your ability.
Attend scheduled appointments and provide adequate notice when cancelling or rescheduling.
Pay applicable service, cancellation and missed-appointment fees in a timely manner.
Communicate with your clinician about treatment goals, concerns and significant changes in your circumstances.
Participate in virtual services from a reasonably private and safe location.
Treat clinicians, staff and other service participants with respect.
Abusive, threatening, discriminatory or harassing conduct may result in limits on communication, changes to service arrangements or discontinuation of services.
Any discontinuation of clinical services will be managed in accordance with applicable professional obligations while prioritizing the safety of clients, clinicians, staff and other participants.
9. Termination or Discontinuation of Services
You may discontinue services at any time by informing your clinician or our administrative team. Where clinically appropriate, we may recommend a closing or transition appointment.
MARSHA Care or a treating clinician may discontinue services where:
continued treatment is no longer clinically appropriate or beneficial;
the client’s needs are outside the clinician’s competence, scope of practice or available service model;
fees remain unpaid and an alternative arrangement has not been made;
there is a significant breakdown in the therapeutic relationship;
repeated cancellations or missed appointments prevent effective treatment;
a conflict of interest arises; or
the client’s conduct creates safety concerns for clinicians, staff or others.
Where reasonably possible, appropriate notice and information about alternative services or referrals will be provided to support continuity of care.
The discontinuation of services will be managed in accordance with applicable legislation and the professional standards of the treating clinician’s regulatory college.
10. Professional Standards and Regulatory Oversight
Our regulated clinicians are accountable to their respective professional regulatory colleges in Ontario.
A clinician’s professional designation and registration status will be communicated through their profile, intake documentation or other service information.
If you have concerns about the professional conduct of a clinician that cannot be resolved directly with the clinician or MARSHA Care, you may contact the clinician’s applicable regulatory college.
11. Communication Outside of Sessions
Email, text message, telephone, website forms and client-portal messaging may be used for scheduling and administrative communication.
These channels are not appropriate for emergency communication and may not be suitable for detailed or ongoing clinical discussions.
We aim to respond to non-urgent messages within two business days. Response times may occasionally be longer because of clinician availability, weekends, holidays, illness or other circumstances.
Electronic communication carries privacy and security risks. Additional information about communication methods and consent will be provided through your informed-consent documentation and our Privacy Policy.
12. Website Information and Limitation of Liability
The information provided on this website is for general informational and educational purposes only. It is not a substitute for individualized medical, psychological, psychiatric, legal or other professional advice, diagnosis or treatment.
The information on this website does not establish a therapist-client relationship.
Although we make reasonable efforts to keep website information accurate and current, we do not guarantee that all website content will always be complete, current or error-free.
To the extent permitted by law, MARSHA Care is not responsible for losses arising solely from reliance on general website content, interruptions to website availability or content available through third-party websites linked from this site.
Nothing in these Terms limits any responsibility or liability that cannot lawfully be limited, including obligations arising under applicable health-profession legislation, privacy legislation or professional standards.
13. Complaints and Concerns
If you have a concern about our services, we encourage you to raise it directly with your clinician or our practice management team.
Concerns relating to privacy may be directed to our Privacy Officer using the contact information provided in our Privacy Policy.
If a concern relates to the professional conduct of a regulated clinician, you may also contact the clinician’s applicable regulatory college.
Raising a concern or making a complaint will not result in retaliation or negatively affect your right to receive appropriate care.
14. Changes to These Terms
We may update these Terms from time to time to reflect changes in our website, services, administrative practices or legal and professional obligations.
The Effective Date and Last Reviewed date at the top of this page indicate when these Terms were most recently reviewed or updated.
Updated Terms will be posted on this website. Material changes affecting existing clients may also be communicated through another reasonable method.
15. Governing Law
These Terms are governed by and interpreted in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario.
Any dispute arising from these Terms will be subject to the jurisdiction of the courts of Ontario, except where another process or jurisdiction is required by applicable legislation or professional regulation.
16. Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
These Terms should be read together with our Privacy Policy, applicable booking and fee information, and the informed-consent documentation provided by your treating clinician.
17. Contact Us
Organization: MARSHA Care Inc.
Mailing Address: 80 Bradford Street, West Wing 15, Barrie, Ontario
Phone: (877) 624-7469
Email: info@marshacare.ca
Website: www.marshacare.ca