Terms and Conditions

Terms and Conditions

Public Course Terms and Conditions
Private Course Booking Terms and Conditions
N95 Mask Fit Testing
Event EMS/Fire Services
Patient Transfers
Website Disclaimer
Public Course Terms and Conditions
Registration and Payments
  • All registrations are done on our website.  We are unable to process any registrations in office or by phone to ensure accuracy of information.
  •  For companies booking on approved terms, the course will be invoiced based on the terms.  A passcode will be provided to allow you to register online and be invoiced.  All terms below apply to invoiced courses.  

Course Cancellation/Refund Policy
  • You can cancel a booking within 24 hours by emailing customerservice@superiorems.ca.  a $30 administration fee will apply for courses under $200, for courses over $200, a 15% administration fee will be applied.  
  • We offer one (1) free transfer to another course up to fourteen (14) business days before the scheduled course.  Transfers must be within 6 months of the original booking, and needs to be booed at time of the rescheduling request, a credit cannot be provided for a later date.  
  • You may also transfer your registration to another person up to 48 hours before the course at no charge.
  • There are no refunds, transfers, or rebookings for any reason including illness or injury unless you have purchased the optional insurance after the 24 hour booking window.  
Rationale: Think of booking a trip to Toronto for a rock concert, you get ill the night before... while the concert promoter and airline likely  feel badly with your situation, unfortunately they will not be able to transfer you, offer you a credit, or refund unless you have trip cancellation insurance as reality is, the situation is out of their control.  We have to consider the overall picture, if we are at the minimum to run the course and we have a participant cancel last minute, then we would have to cancel the whole course as we cannot run the course at a financial loss.  As a result we now offer optional cancellation & rescheduling coverage, which is similar to trip cancellation insurance to protect your registration should an emergency arise that you need to reschedule or cancel your registration 

Emergency Cancellation
  • If the course is cancelled due to severe weather, instructor illness, or other emergency, participants will be automatically transferred to the next course. If the participant cannot attend the next available course, they will be able to transfer to another course within 3 months. There are no refunds unless you have purchased the optional cancellation coverage.
  • To view our Adverse weather event policy please see the attached PDF.  

Optional Cancellation & Rescheduling Coverage
  • Like trip cancellation insurance, our optional cancellation & rescheduling coverage gives you the peace of mind when registering for a course. Should you become ill or have a family emergency you will be able to transfer to another course at no additional cost within 1 calendar year of your original course date. 
  • If you wish to cancel your registration for any reason, you will receive a refund based on the program guidelines which is not available for registrations without coverage.
  • If a course is cancelled due to an emergency, and you wish to receive a refund, you will be eligible to so under the coverage.
  • Coverage details are available HERE
  • To submit a claim under the program click HERE    

Attendance and Registration

Course Minimum
We require a minimum of 6 participants for a course to run. If the course does not meet the minimum number of participants, it will be cancelled, and participants will be provided with priority registration for another course. 
Rationale: We are unable to run a course at a loss, and we cannot issue a full refund due to the administrative time associated with processing registrations, transfers, etc. 

Responsibility 
It is the responsibility of the participant to ensure that the course they have registered for is the correct course required for their intended purpose. It is also the participants responsibility to ensure they arrive on-time and have arranged the required transportation to the course for on- time arrival.
Rationale: Superior EMS Cannot be responsible for the correct course selection you require, we will attempt to help you as best as we can but ultimately its your responsibility to register in the correct course. 

Participant No-Show
In the event the participant does not attend the course and does not meet the emergency cancellation policy will forfeit their registration fee, there will be no refund provided.
Rationale: This one is pretty self explanatory, we cannot be responsible for no-shows. 

Late Admission
Superior EMS courses start on-time to ensure a quality learning experience and to minimize disruptions once the course has begun. No late admission will be permitted under any circumstances, and no refunds or rescheduling of the course booking will be provided for late participants who were not admitted into class.  We ask that you do not ring the doorbell repeatedly and interrupt the other participants learning if you arrive late, and the no further entry sign is posted on the door.  
Rationale: It is not appropriate to make the other participants wait around and delay their learning for late comers.  It is everyones responsibility to be on-time, know the bus routes, etc. 

Attendance
Under WISB program policies, 100% attendance is required for certification. Participants must be in class for the whole program including on-time return from breaks, and an on-time start. Please refrain from scheduling appointments, or other activities that my require you to either leave the class or return to class late as you will not be eligible for certification if any course time is missed.

Recertification Policy
The criteria to take a Standard First Aid course as outlined by WISB standards is:
  1. You must have a valid certification the date of re-certification
  2. Current certification must be from Superior EMS
  3. Recertifications can only be taken once, after which time you must complete a full course.

This criteria applies only to Standard First Aid not CPR Only certification.  

Discounts
Discounts are applicable at the time of booking only, they cannot be added retrospectively.
For instance if you book a Mask Fit through the booking system, and 2 days later book a First Aid Course where there is a discounted rate to add a Mask Fit Test, we are not able to refund you the difference when two separate services are booked at different times.  

Certification Requirements
  1. 100% course attendance is required for certification. 
  2. Participants must meet the skills requirements for all mandatory skills demonstrations.
  3. Participants must score a minimum of 75% on all examinations.
Remediation
The goal of Superior EMS is to prepare participants to provide effective first aid and deliver effective resuscitation efforts.  Some participants may not meet course objectives and require remediation. 

Instructors may provide an opportunity to remediate to participants through monitoring and mentorship to identify and resolve weaknesses through additional skills practice, assigning additional reading, referring participants to another course, or having participants retake examinations or skills demonstrations to meet the requirements for certification.  Instructors are not required to provide this option, and the participant may be deemed unsuccessful at any time and must retake the course at that point.  All remediation activities must occur within 30 days of the original course, and additional fees for the instructors time may apply. 

Non-Disparagement 
We support every individuals freedom of expression including the ability to provide an honest, and truthful review of a company when they have received a product or service, positive or negative.  That being said, from time to time, participants who are not afforded "exceptions to the rules" use threats of negative reviews to damage the company's reputation.  By registering and accepting to the terms and conditions you agree not to disparage Superior EMS in any form including but not limited to google reviews, social media posts, print reviews, etc. in the event that the source of the review is related to Superior EMS not providing you with an exemption to a term and/or condition listed in this document. All communications (email, voicemail, phone or any other form of communication) is considered privileged and confidential and may not be released without the express consent of Superior EMS.   Superior EMS will seek damages for violation of this term of registration should the need arise.  After all, we must protect our brand from the few that feel that they can leverage us by threatening or posting dishonest reviews because they did not get their way.  

Private Course Booking Terms and Conditions
Course Cancellation - Private Groups
  1. A non-refundable deposit of $150/day is required for any private course bookings. ($100 for 1/2 day or less sessions) 
  2. Private group bookings are eligible for cancellation up to 30 days before the course minus the non-refundable deposit.  
  3. Cancellations 15-30 days before the course are subject to a 75% charge
  4. Cancellations 14 days before the course are subject to a 100% charge
  5. This applies to all courses regardless of the reason for cancellation (i.e. facility outbreak, etc). 
  6. All Cancellation and non-refundable deposits are invoiced Net 30.  
Rationale:  When we block off a private course date for a group, we no longer can market those dates to the public or another group.  Based on previous cancellation experience, we simply cannot fill the dates/spots within 30 days of the course resulting in Superior EMS suffering a loss of income.   We are also required to compensate our instructors once booked, as a result we are required to pass these costs onto our client if they cancel outside of the 30 day window.  

Course Cancellation - Specialty Courses - Private Groups
  1. There are no refunds on any specialty course including: IV Access & Therapy, Medical First Responder, Emergency Medical Responder, PHTLS, ACLS.
  2. An invoice for the full amount will be issued if cancelled once booked NET 30. 
Rationale:  Specialty courses require significant administrative time, and equipment costs and preparation, which begins the moment you book the course.  Cancelling the course at any time from the time of booking results in Superior EMS suffering financial loss, which we are not able to absorb. 

Course Billing - Private Groups
  1. The organization will be invoiced for the confirmed number of participants 5 business days before the course, or the the total number in attendance if higher than the confirmed number at the end of the course.   
  2. Invoicing will not be reduced for no-shows of those who are confirmed 5 business days before.  
Contracts and Responsibilities - Private Groups
  1. A course agreement will be issued and the private group should return it at their earliest convenience.  If the agreement is not signed, however the courses proceed that will indicate acceptance of the agreement in its entirety.   If no agreement is issued but the course proceeds the group accepts the terms and conditions by default. 
  2. Once booked Superior EMS is responsible for providing an online registration link to the private group.  The private group is responsible to ensure all participants are registered.  Superior EMS is not responsible to provide tracking information on registrations, the private group is responsible to ensure their participants have registered.  
  3. Superior EMS is not responsible for providing registration updates, rosters or any other documentation to the group, the group is responsible to ensure their own tracking of registrations.  
  4. Superior EMS will provide digital copies of certificates after the course directly to the private group administrator. 
Emergency Cancellation
  • If the course is cancelled due to severe weather, instructor illness, or other emergency, a new course will be arranged with the private group.  
  • To view our Adverse weather event policy please see the attached PDF.  

N95 Mask Fit Testing

Instructions

  1. Please arrive at the time of your appointment, we are unable to complete appointments earlier than your scheduled time. Unfortunately we do not have a waiting area, we will be unable to provide you entry to the building until your appointment time.  

  2. If you have long hair, we recommend that you tie it back. 

  3. Do not eat, drink, chew gum, or smoke at least 20 minutes before the mask fit testing.

  4. You must be clean-shaven on the day of the test. If you are not clean-shaven, you will not be tested. 

  5. Do not bring your children/dependants to the appointment as they will not be permitted to sit with you for the test.


Registration and Payments
  • All registrations are done on our website.  We are unable to process any registrations in office or by phone to ensure accuracy of information.

Course Cancellation/Refund Policy
  • There are no refunds once booked. 
  • We offer one (1) free transfer to another course up to five (5) business days before the scheduled course.  Transfers must be within 6 months of the original booking, and needs to be booed at time of the rescheduling request, a credit cannot be provided for a later date.  
  • There are no refunds, transfers, or rebookings for any reason including illness or injury unless you have purchased the optional insurance after the 24 hour booking window.  

Emergency Cancellation
  • If the course is cancelled due to severe weather, instructor illness, or other emergency, you will be provided with a coupon code to reschedule your appointment within 6 months at no charge.  There are no refunds. 
  • To view our Adverse weather event policy please see the attached PDF.  

Attendance 

Participant No-Show
In the event the participant does not attend the course and does not meet the emergency cancellation policy will forfeit their registration fee, there will be no refund provided.

Late Admission
Appointments are on time.  There is only a small window blocked for your appointment, if you are late you will not be able to complete the mask fit.  There are no refunds, or reschedules, you will have to rebook at full cost.  

Instructions
It is important that you follow the instructions for mask fit testing.  If you arrive and do not meet criteria (i.e. clean shaven, chewing gum, coffee in hand, etc.) we cannot perform your mask fit and you forfeit your appointment.  You will have to reschedule at full fee.  

Non-Disparagement 
We support every individuals freedom of expression including the ability to provide an honest, and truthful review of a company when they have received a product or service, positive or negative.  That being said, from time to time, participants who are not afforded "exceptions to the rules" use threats of negative reviews to damage the company's reputation.  By registering and accepting to the terms and conditions you agree not to disparage Superior EMS in any form including but not limited to google reviews, social media posts, print reviews, etc. in the event that the source of the review is related to Superior EMS not providing you with an exemption to a term and/or condition listed in this document.  Superior EMS will seek damages for violation of this term of registration should the need arise.  After all, we must protect our brand from the few that feel that they can leverage us by threatening or posting dishonest reviews because they did not get their way. 


Event EMS/Fire Services

1.    The “EVENT SPONSOR” is responsible for the following:

a.    To notify “SEMS” a minimum of seven (7) business days in advance, in the event of cancellation of the special event, or any change to the scheduled contract times in section 1 of this agreement.   Once the contract is signed, a cancellation fee of $150.00 applies for any cancellation after 24 hours has lapsed.  Failure to cancel within the 7 days will result in a minimum of 1 shift being charged (i.e. if the event was 3 days, 12 hours a day, a minimum charge of 12 hours will be charged).  In the event an event is cancelled or postponed due to adverse weather a minimum 4-hour charge applies (excluding additional charges such as vehicle assignment, of additional equipment) to comply with current employment standards act requirements for employee compensation.

 

Contact during office hours: 705-253-3301

Contact after office hours: 705-253-3301 Option 103

 

b.    To provide “SEMS” with the contact name and phone number to be used in the event “SEMS” has to cancel coverage under provision 6 of this agreement

 

c.     To provide “SEMS” with the location and name of the onsite event contact, who will be available at the start time indicated in this contract, to meet and direct medical staff to their standby location and provide event safety instructions. 

 

d.    To notify the onsite event medical staff of any request for services onsite.   This may be done by personal contact, by providing our staff with communications equipment compatible with that being used at your event, or by calling the shift cell phone number, which will be provided the day of the event to the organizer.

 

e.    To ensure there is clear access for “SEMS” vehicles and equipment

 

f.      To provide utilities, where required. (i.e. power hook up)

 

2.    The “EVENT SPONSOR” is responsible for a minimum charge of 4 hours of coverage and additional charges over and above the total time that may result from any coverage that extends past the contract time above at a rate of time and one half of the hourly rate.

 

3.    The “EVENT SPONSOR” agrees to indemnify “SEMS”, all employees, and volunteers for any claims resulting from negligent act(s) and/or omissions by the “EVENT SPONSOR” during the special event.

 

4.    The “EVENT SPONSOR” agrees to pay “SEMS” within the payment terms as identified in section 1 of this service agreement. The “EVENT SPONSOR” also agrees to pay “SEMS” any down payments as indicated above a minimum of 14 business days prior to the event if required.  The invoice will be for the hours contracted per above, travel time from the base to the event, and return, and any overtime for events extending past the agreed end time identified in section 1 of this service agreement.  Interest is charged at a rate of 5% monthly for overdue accounts past the terms outlined in the agreement. 

 

5.    “SEMS” may cancel, at any time, without penalty, this agreement for provisional event medical services due to emergency situations, the unexpected/unplanned unavailability of event medical staff, and/or vehicle/equipment unavailability due to situations beyond our control. 

 

6.    “SEMS” employees, or volunteers are unable to fill out, or sign any documents issued by the “EVENT SPONSOR” unless this is approved by “SEMS” management prior to the event.  (i.e. volunteer applications, risk waivers, sign in sheets, etc.).

 

7.    Superior EMS staff and vehicles are to have unrestricted access at any event covered. This includes crew and vehicles assigned to the event, as well as supervisory officers who may attend in uniform or plain clothes during the duration of an event.

8.    “SEMS” must comply with all employment legislation. As staff are not permitted to leave the event site during their shift, to ensure the safety of all patrons “SEMS” staff will be permitted to bring their own meals and non-alcoholic beverages for consumption in the emergency vehicles, or medical stations on their designated breaks to ensure no delay in response time should a break need to be cancelled.

 

9.    “SEMS” operates independently of all other services present at the special event, and is unable to report to, or follow the direction of any other agency unless required by law.

Patient Transfers
Bookings
Bookings are made through our dispatch centre by calling 705-253-3301 or via our online or email system.  Transfers are non-emergent in nature and can be cancelled by Superior EMS at any time to accommodate higher acuity calls.  

Fees
Fees are based on the base fee, including specific time allotment to the call.  If the time exceeds the allotment additional fees apply.  Please contact us for our current rates.  Fees are invoiced after the transport, and are due upon receipt.  5% interest is charged on overdue accounts. 

Crew Arrival
Superior EMS strives to provide prompt, on-time services, however in rare circumstances we may be required to delay or reschedule a patient transfer with limited-to no-notice due to a higher acuity transfer, mechanical failure, or severe weather.

Superior EMS Cancellation
Superior EMS may be required to cancel a scheduled transfer with limited-to no-notice due to a higher acuity transfer request, mechanical failure or severe weather.

Client Cancellations
We understand that situations happen, and we try our best to meet your needs, while meeting staffing requirements, and lost income.  Should a client or organization need to cancel a scheduled transfer, it is your responsibility to contact Superior EMS.  Cancellations further than 72 hours in advance are no charge.   Transfers cancelled between 48-72 hours of a transfer are subject to a $75 administration fee.   Cancellations within 48 hours of the transfer are subject to the full base fee charge.  

Damages
Non-emergent patient transport can result in inherent damages, including but not limited to:
  • Damage to flooring by necessary equipment to perform safe patient transport, as well as by crew members shoes that cannot be removed for safety reasons.
  • Damage to stairs, trims, and surrounding surfaces by necessary equipment to perform safe transport.
  • Damage to entrance ways, including but not limited to doors, door frames, screen doors, storm doors, screen/storm door opener/closers, and other associated entrance way structures while performing safe transport.
  • Damage to furniture, and all other residential contents while performing safe transport.
  • Tracking in dirt, sand and other debris on crews’ shoes, equipment or other sources while performing safe transport.
Superior EMS assumes no responsibility for any damages outlined above or any other damages that may occur in the course of performing safe transport.

Please refrain from placing anything on stairs, or surfaces that may place our employees at safety risk (including but not limited to sheets, towels, or anything else not secured to the stairs or surfaces).   Staff may refuse to proceed with the transfer if safety is impaired.  
Website Disclaimer
Website Disclaimer
Interpretation and Definitions  
------------------------------

Interpretation  
~~~~~~~~~~~~~~

The words of which the initial letter is capitalized have meanings defined
under the following conditions. The following definitions shall have the same
meaning regardless of whether they appear in singular or in plural.

Definitions  
~~~~~~~~~~~

For the purposes of this Disclaimer:

  * Company (referred to as either "the Company", "We", "Us" or "Our" in this
    Disclaimer) refers to Superior EMS, 145 McNabb .
  * Service refers to the Website.
  * You means the individual accessing the Service, or the company, or other
    legal entity on behalf of which such individual is accessing or using the
    Service, as applicable.
  * Website refers to Superior EMS, accessible from

Disclaimer  
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The information contained on the Service is for general information purposes
only.

The Company assumes no responsibility for errors or omissions in the contents
of the Service.

In no event shall the Company be liable for any special, direct, indirect,
consequential, or incidental damages or any damages whatsoever, whether in an
action of contract, negligence or other tort, arising out of or in connection
with the use of the Service or the contents of the Service. The Company
reserves the right to make additions, deletions, or modifications to the
contents on the Service at any time without prior notice. This Disclaimer has
been created with the help of the [Disclaimer

The Company does not warrant that the Service is free of viruses or other
harmful components.

External Links Disclaimer  
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The Service may contain links to external websites that are not provided or
maintained by or in any way affiliated with the Company.

Please note that the Company does not guarantee the accuracy, relevance,
timeliness, or completeness of any information on these external websites.

Errors and Omissions Disclaimer  
-------------------------------

The information given by the Service is for general guidance on matters of
interest only. Even if the Company takes every precaution to ensure that the
content of the Service is both current and accurate, errors can occur. Plus,
given the changing nature of laws, rules and regulations, there may be delays,
omissions or inaccuracies in the information contained on the Service.

The Company is not responsible for any errors or omissions, or for the results
obtained from the use of this information.

Fair Use Disclaimer  
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The Company may use copyrighted material which has not always been
specifically authorized by the copyright owner. The Company is making such
material available for criticism, comment, news reporting, teaching,
scholarship, or research.

The Company believes this constitutes a "fair use" of any such copyrighted
material as provided for in section 107 of the United States Copyright law.

If You wish to use copyrighted material from the Service for your own purposes
that go beyond fair use, You must obtain permission from the copyright owner.

Views Expressed Disclaimer  
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The Service may contain views and opinions which are those of the authors and
do not necessarily reflect the official policy or position of any other
author, agency, organization, employer or company, including the Company.

Comments published by users are their sole responsibility and the users will
take full responsibility, liability and blame for any libel or litigation that
results from something written in or as a direct result of something written
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reserves the right to delete any comment for any reason whatsoever.

No Responsibility Disclaimer  
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The information on the Service is provided with the understanding that the
Company is not herein engaged in rendering legal, accounting, tax, or other
professional advice and services. As such, it should not be used as a
substitute for consultation with professional accounting, tax, legal or other
competent advisers.

In no event shall the Company or its suppliers be liable for any special,
incidental, indirect, or consequential damages whatsoever arising out of or in
connection with your access or use or inability to access or use the Service.

"Use at Your Own Risk" Disclaimer  
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All information in the Service is provided "as is", with no guarantee of
completeness, accuracy, timeliness or of the results obtained from the use of
this information, and without warranty of any kind, express or implied,
including, but not limited to warranties of performance, merchantability and
fitness for a particular purpose.

The Company will not be liable to You or anyone else for any decision made or
action taken in reliance on the information given by the Service or for any
consequential, special or similar damages, even if advised of the possibility
of such damages.

Price Disclaimer
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The price of any course or product is only accurate on the order page or the registration page of the website, all other references to prices are for information purposes only.  

Contact Us  
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If you have any questions about this Disclaimer, You can contact Us:

  * By email: legal@superiorems.ca
 Please read the terms and conditions carefully, these terms and conditions are strictly adhered to to ensure quality programming and reduce the amount of additional administration time required to keep our fees at a low price.  These terms and conditions were put into place after extensive review of similar companies in the market, and based on 3 years of data pertaining to course cancellation/rescheduling trends.  If the following terms and conditions are not satisfactory, we recommend you do not register for a course as we cannot modify the terms and conditions in any way.  We appreciate that you will not ask for an exception to the terms and conditions as we are not able to offer any exceptions.   The terms and conditions are subject to change without notice.  










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