Service and reimbursement policy

Even though we have made every effort to ensure the consistent functioning of our service as you choose a psychologist and especially during sessions, nobody is immune from telecommunications problems on the public network.

• In the case of a deteriorating or lost signal:
  • Refresh the connection by clicking on the button on the “Meeting Place” page
    
     
• In case the connection fails completely:
  • Please complete the session using a phone connection.
  • For this purpose the phone numbers of the psychologist and client appear at the top of the visioconsultation screen.
    
     
• In case the telecommunication line does break down during a session, psychologists will not be charged for the use of the Help On Line portal for the time lost in the session. A consultation session is defined as a time slot of 50 to 60 minutes of portal use.
  
   
• Reimbursement must be requested by email within 7 days of the session to reclamation@aideenligne.ca so that all aspects of the reimbursement can be considered.

TO REPORT A BREAKDOWN, CALL: 1-866-766-5620