These Terms of Use govern your purchase and use of Pacific Clinical Systems ("PCS") products and services. By placing an order, you agree to the following terms. Please read them, they're written to be understood, not to obscure.
PCS provides a one-year limited warranty on all hardware shipped as part of your order, including the VoIP desk phone and PCS Go device (if applicable). During the warranty period, defective hardware will be repaired or replaced at no charge to you.
Please be aware that replacement hardware is subject to supplier availability and shipping timelines. During the replacement process, your service may experience temporary downtime. PCS will make reasonable efforts to minimize disruption but cannot guarantee uninterrupted service during hardware replacement.
All hardware is shipped from Kelowna, British Columbia. Delivery timelines depend on stock availability from our hardware supplier and your location within Canada. PCS will provide a tracking number once your order has shipped.
PCS is not responsible for carrier delays, customs processing, or events outside our control that affect delivery timelines. Estimated shipping windows provided at the time of order are good-faith estimates, not guarantees.
After the one-year warranty period expires, or in the event of damage caused by misuse, neglect, unauthorized modification, or accidental damage at any time, replacement hardware is the sole financial responsibility of the client.
PCS will assist with sourcing and configuring replacement equipment, but the cost of that equipment will be billed to you at the then-current hardware rate. PCS is not liable for service interruptions resulting from failed or damaged hardware outside the warranty terms.
As part of your onboarding, PCS configures your device for one (1) home Wi-Fi network. Your device is tested and verified to function on that network prior to shipment.
PCS makes no representations or warranties about the performance of your device on any other Wi-Fi network. If you take your phone to a different location, a second home, a clinic, or a hotel, and experience connectivity issues, PCS is not responsible for troubleshooting or performance on networks we have not configured.
Clients who require portable operation across multiple locations should consider the Go add-on, which is designed and supported for that use case.
The Go add-on is designed to provide cellular connectivity for physicians travelling abroad. Current coverage includes over 160 countries across North America, Europe, Asia Pacific, Latin America, and parts of Africa and the Middle East. A full list of supported countries is available at pacificclinicalsystems.ca.
The following conditions apply to international use:
PCS telephone devices are configured as outbound-only lines and are not connected to emergency dispatch infrastructure of any kind. This is a fundamental design characteristic of the service, not a temporary limitation.
By purchasing and activating a PCS device, you explicitly acknowledge and accept all of the following:
Do not rely on a PCS phone in a medical emergency or any other emergency situation. Keep your personal mobile phone or another 911-capable device accessible at all times when using PCS equipment.
PCS service supports outbound calls to Canadian telephone numbers only. Calls to international destinations, including the United States, are not supported and will not connect.
If you are travelling internationally with PCS Go, you may place calls from your current location abroad. However, all calls must still be directed to Canadian telephone numbers. PCS Go enables you to make calls from another country — it does not enable calls to another country.
PCS is not responsible for failed calls resulting from attempts to dial non-Canadian numbers, and no service credit will be issued for such failures.
The telephone number assigned to your account is sourced, provisioned, and owned by Pacific Clinical Systems. You are granted a non-exclusive licence to use that number for the duration of your active subscription.
Numbers assigned by PCS cannot be ported out to another carrier under any circumstances. Upon cancellation of your subscription, your assigned number will be released back to PCS and may be reassigned. PCS makes no commitment to hold or reserve numbers for former subscribers.
PCS reserves the right to change your assigned number in the event of regulatory, technical, or operational requirements, with reasonable advance notice where possible.
PCS provides a telephone service only. PCS does not submit billing to the BC Medical Services Plan (MSP), HIBC, or any other provincial or federal health authority on your behalf. PCS does not receive, process, or have any involvement in MSP or government health billing of any kind.
If you are a BC physician who bills MSP for telephone consultations, that billing process remains entirely your responsibility and is entirely separate from your use of PCS services. PCS provides the means to make those calls professionally and privately — with a local BC number and your name on caller ID — without exposing your personal phone number or being subjected to incoming calls. How you bill for those consultations is governed by MSP rules and is between you and the BC Medical Services Commission.
Any questions about MSP billing eligibility, fee codes, or procedures should be directed to the BC Medical Services Commission or your professional association.
PCS configures and supports hardware manufactured by Ubiquiti (UniFi product line). We are not the manufacturer of this equipment. PCS is not responsible for hardware defects, firmware issues, or product decisions made by Ubiquiti that affect device performance or availability.
In the event of a hardware defect covered under our warranty, PCS will manage the replacement process on your behalf. However, our liability is limited to the cost of replacement hardware and does not extend to consequential losses, missed billing opportunities, or service interruption beyond our reasonable control.
PCS does not record telephone calls. We do not retain audio recordings of any conversations made through our system.
Call logs — including the telephone numbers you dial, call timestamps, and call duration — are retained temporarily on a secure internal system for service monitoring and quality purposes. This data is purged on a weekly basis and is never sold, shared with third parties, or used for any purpose other than maintaining service reliability. Call logs are not accessible to any party outside of PCS.
All call traffic is encrypted in transit. PCS infrastructure is hosted entirely within Canada.
PCS provides telephone services on a best-effort basis. While we strive for continuous availability, we do not guarantee uninterrupted service. Circumstances beyond our control, including but not limited to power outages, internet service provider disruptions, third-party network failures, and malicious attacks such as DDoS events, may result in temporary service interruptions.
In the event of an outage or security incident, PCS will work to restore service as quickly as possible. We maintain system backups and security practices designed to protect service continuity and client data. In the event of a security incident, affected clients will be notified as soon as practically possible.
PCS is not liable for any losses, including missed patient billing opportunities, appointment disruptions, or communication delays, arising from service interruptions of any kind, whether within or outside our reasonable control.
Hardware costs are one-time payments charged at the time of order. All hardware sales are final and non-refundable once your device has been configured and shipped. Defective hardware will be replaced at no charge within the warranty period as described in Section 1.
Monthly and annual subscription fees are billed in advance through Stripe and governed by the plan selected at checkout.
Monthly subscriptions may be cancelled at any time through your account portal at pacificclinicalsystems.ca/account. Cancellation takes effect at the end of the current billing period. No partial-month refunds are issued.
Annual subscriptions may be cancelled at any time through your account portal. No refund is issued for the remaining unused portion of an annual subscription period. Your service remains active until the end of the paid period.
PCS does not charge fees for cancellation, modification, or switching between plans. PCS may offer a voluntary device buyback program in the future at its discretion. Participation in any such program is not guaranteed and terms will be communicated at that time.
To the maximum extent permitted by applicable Canadian law, Pacific Clinical Systems, its owner, employees, and agents shall not be liable for any indirect, incidental, consequential, or punitive damages arising from your use of our products or services, including but not limited to lost revenue, lost patient billing, data loss, or business interruption.
Our total liability to you for any claim arising from these terms or your use of PCS services shall not exceed the total amount paid by you to PCS in the three (3) months preceding the claim.
These Terms of Use are governed by the laws of the Province of British Columbia and the applicable federal laws of Canada. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of British Columbia.
PCS reserves the right to update these Terms of Use at any time. Material changes will be communicated to active subscribers via email. Continued use of the service after notification constitutes acceptance of the updated terms.
Questions about these terms? Reach us at [email protected]. We're a small BC-based operation and we'll get back to you directly.