Terms and conditions
Version 2.0 · Last revised: June 23, 2026
1. Acceptance of the Terms
These terms and conditions of use (the “TCU”) govern your access to and use of the Services. They constitute a legally binding agreement between you and Lime Health Inc. (“Lime Health,” “we”). By checking a box indicating your acceptance, by creating an Account, or by accessing or using our Services, you confirm that you have read, understood, and agreed to be bound by all of these TCU as well as by any additional terms, rules, or policies issued by Lime Health from time to time.
These TCU come into effect on the date you open an Account or begin using the Services. If you do not agree to these TCU or cannot fulfill the obligations described in them, please do not use our Services.
When you accept these TCU on behalf of a healthcare institution or another legal entity, you represent and warrant that you have the authority to bind that entity, and the words “you” and “your” then refer to that entity.
1.1 Changes to the TCU
Lime Health may modify the TCU from time to time. Changes will be communicated by publishing the revised TCU on this page, together with the date of the latest revision. These updates take effect upon publication and become enforceable thirty (30) days thereafter. By continuing to access or use the Services after receiving such notice, you acknowledge and accept the modified terms.
1.2 Legal capacity
You represent to Lime Health that you are legally able to enter into these TCU. Access to the Services in violation of local laws is at your own risk. You will comply with these TCU and with applicable laws.
2. Definitions
In these TCU, the following terms have the meaning assigned to them below:
« Improvement » means modifications, enhancements, developments, customizations, updates, aggregations, compilations, derivative works, translations, and adaptations;
« Client » means the healthcare institution or organization bound to Lime Health by a service contract and for which access to the Services has been enabled;
« Account » means an account within the Platform assigned to you for accessing and using the Services;
« Content » means, without limitation, any information, code, data, functionality, text, software, audio content, photograph, graphic element, video, message, and any other material;
« Documentation » means the manuals, instructions, or other documents that Lime Health may provide or make available to you, describing the functionality, components, characteristics, requirements, or fees associated with the Services. The Documentation does not include content published in user or community forums;
« Personal Data » means any information concerning an identified or identifiable natural person, within the meaning of the applicable Data Protection Laws; this category includes health information;
« Client Data » means all data, in any form, that is entered, transmitted, provided, or stored by the Client or on its behalf in the Services;
« Data Protection Laws » means collectively the Act respecting the protection of personal information in the private sector of Quebec (as amended by Law 25), the Personal Information Protection and Electronic Documents Act (PIPEDA), the General Data Protection Regulation of the European Union (GDPR), the new Swiss Federal Act on Data Protection (nFADP), and, where applicable, the Health Insurance Portability and Accountability Act of the United States (HIPAA), as well as any other applicable law relating to the protection of personal information;
« Large Language Models » means any large language model (LLM), whether commercial or open source, used by Lime Health in connection with the provision of the Services, the choice of model being at Lime Health’s sole discretion;
« Parties » means collectively Lime Health and the Client, and “Party” means individually either one of them;
« Platform » means the platform developed and published by Lime Health, encompassing all of its features and product lines (including the PREMs, PROMs, and messaging modules), available through its website and applications, as well as all of its graphical, audio, visual, software, and textual components;
« Privacy Policy » means Lime Health’s privacy policy, accessible at https://www.lime.health/fr/politique-confidentialite;
« Respondent » means the natural person invited to respond to a survey, questionnaire, or communication through the Platform, whether a patient, a user, a caregiver, or any other person solicited by a Client. A Respondent may be solicited through various channels, including but not limited to a patient portal (Lime Health’s portal, including votreexperience.ca, or a Client portal integrating the Platform), a text message, an email, the Emilia mobile application, or a third-party application provided or orchestrated within a Client’s environment;
« Generated Results » means the content, summaries, analyses, or recommendations produced by the Services, including those produced using Large Language Models;
« Feedback » has the meaning assigned to it in section 9.3;
« Services » means all of the features made available by Lime Health through the Platform;
« User » means the natural person authorized by a Client to access the Platform and use the Services through an Account, according to the permissions and access rights assigned to them (for example, to the PREMs, PROMs, or messaging modules);
« Visitor » means any person who consults Lime Health’s corporate website without necessarily being a User or a Respondent;
« You, your » means, depending on the context, the Client, the User, the Respondent, or the Visitor.
Note on naming
“Lime Health Inc.” and “Lime Santé inc.” refer to one and the same legal entity. The name “Lime Health” is used in the English version and “Lime Santé” in the French version.
3. Who These TCU Apply To
Lime Health’s Services are intended for different categories of persons. The applicable obligations vary according to your role:
3.1 Platform Users
Users access the Platform under the service contract between their institution (the Client) and Lime Health. They have distinct permissions and access rights according to the modules they are authorized to use (PREMs, PROMs, messaging). All of these TCU apply to them.
3.2 Respondents
Respondents interact with the Platform primarily to answer surveys or communications. They may be solicited through various channels, including a patient portal (Lime Health’s portal, including votreexperience.ca, or a Client portal integrating the Platform) or multichannel solicitations such as a text message, an email, the Emilia mobile application, or a third-party application provided or orchestrated within a Client’s environment. Their participation is voluntary. The processing of their Personal Data is governed by the Privacy Policy and, where applicable, by the terms of the healthcare institution that solicits them.
3.3 Corporate website Visitors
Visitors are bound by the provisions of these TCU relevant to consulting the website, as well as by the Privacy Policy with respect to the data collected during their visit.
4. Services
4.1 Use of and access to the Services
Subject to compliance with the TCU, Lime Health grants the Client a worldwide, non-exclusive, non-transferable, and non-sublicensable license to use the Services and the Platform on any compatible device owned or controlled by the Client, in accordance with the applicable Documentation.
4.2 Term of application
The applicable period of these TCU begins on the date you accept them and continues until your use of the Services is terminated in accordance with these TCU.
4.3 Updates
You acknowledge that technology is constantly evolving and that Lime Health reserves the right to update the Services from time to time, with or without notice. These updates may include patches, bug fixes, version upgrades, or functional or technical changes. Lime Health may, at its discretion, suspend access for scheduled maintenance or to address urgent security issues.
From time to time, the Services may be unavailable for brief periods due to maintenance, updates, or force majeure. Although Lime Health strives to keep such unavailability as brief as possible, it cannot be held liable for any loss or damage resulting from the interruption of the Services.
4.4 Fees
The payment terms and the price of the Services are specified in the individual contract between Lime Health and the Client. You agree to pay the fees according to the agreed schedule. All payments are non-refundable, unless otherwise stated in the contract. Certain high-volume features may be subject to additional fees, in accordance with section 4.5.
4.5 Volume and usage limits
Certain features of the Platform generate a volume of usage that has a direct impact on Lime Health’s operating costs. In order to ensure the sustainability, stability, and quality of the Services for all of its clients, Lime Health reserves the right to establish, measure, and limit the usage volumes of these features. These include, without limitation:
communications sent to Respondents, regardless of the channel (email or text message), including reminders delivered through those same channels;
interoperability exchanges, including bidirectional HL7 exchanges;
the distribution of reports by email to Users;
the processing of information by artificial intelligence, including through chatbot interfaces or qualitative data analysis, including anonymization processes;
any other feature included in the Platform, whether or not expressly mentioned in these TCU.
Lime Health also reserves the right to pause, restrict, or temporarily adjust certain processes or software components when the volume of usage compromises or risks compromising the operating costs, stability, or quality of the Services. In all cases, Lime Health undertakes to communicate with the Client and to seek, in good faith, solutions to maintain the quality of the Services.
Certain features, such as the sending of text messages (SMS), may require the purchase of additional blocks or packages (“bulk” or “package”) at costs and fees determined by Lime Health. The included volumes, applicable thresholds, and any additional fees are specified in the individual contract or in the applicable fee schedule.
5. Conduct and Restrictions on Use
You are solely responsible for your conduct in connection with the Services. You agree to comply with the TCU and not to (and not to attempt to), directly or indirectly, alone or with a third party:
grant a license or sublicense, sell, rent, transfer, distribute, share, or allow third parties to use or commercially exploit the Services and the Documentation;
use the Services or the Documentation in a manner that would violate the TCU;
circumvent the measures used to prevent or restrict access to a service, area, or code of the Services;
reverse engineer, decompile, disassemble, or attempt to discover the source code, object code, or underlying structure of the Services (except to the extent this restriction is prohibited by applicable law);
use the Services in a manner that violates or attempts to circumvent applicable law or that is detrimental to public order;
use the Services in a manner that infringes the intellectual property rights of third parties;
access or use the Services after Lime Health has terminated the TCU with you;
introduce or distribute through the Services any virus or other malicious code, or transmit large amounts of data in a manner likely to have a detrimental effect on the Services;
use the Services in a manner that could interfere with their operation or prevent other clients from fully enjoying them;
copy, reproduce, aggregate, republish, publicly display, encode, translate, transmit, distribute, sell, or otherwise exploit Lime Health’s Services and Documentation, including its intellectual property rights.
5.1 Responsible use and public dissemination
The Client undertakes to use the Services and the Generated Results responsibly, and not to use them in any way that would be illegal, defamatory, or that would infringe the privacy, reputation, or rights of a third party, including the healthcare professional concerned. In particular, the Client undertakes not to publicly disseminate the Generated Results, in whole or in part, for the purpose of harming, ridiculing, or disparaging others.
6. Confidentiality
Each Party receiving confidential information of the other Party shall not disclose or use such information for purposes outside the scope of these TCU, except with the prior written consent of the disclosing Party. The receiving Party shall protect the confidentiality of such information with at least the same care it applies to its own confidential information of the same nature, and in no event with less than reasonable care.
If the receiving Party is compelled by law to disclose confidential information, it shall give prior notice to the disclosing Party, to the extent permitted by law, and provide reasonable assistance, at the latter’s expense, should it wish to contest the disclosure.
7. Data Protection and Regulatory Compliance
The protection of your data is a top priority for Lime Health. The processing of Personal Data is governed by the Privacy Policy, which forms an integral part of these TCU. This section describes our governance and compliance framework.
7.1 Applicable legal framework
Lime Health designs and operates its Services to comply with the applicable Data Protection Laws, including:
Law 25 (Quebec): the Act respecting the protection of personal information in the private sector;
PIPEDA (Canada): the Personal Information Protection and Electronic Documents Act;
GDPR (European Union): Regulation (EU) 2016/679, for the Personal Data of residents of the European Economic Area;
nFADP (Switzerland): the Swiss Federal Act on Data Protection, for Swiss residents;
HIPAA (United States): the Health Insurance Portability and Accountability Act, where Lime Health acts as a business associate of a Client established in the United States.
7.2 HIPAA compliance
Lime Health maintains a HIPAA compliance program covering the applicable requirements of the Privacy Rule, the Security Rule, and the Breach Notification Rule. This program is based on documented administrative, physical, and technical safeguards, a Security Risk Analysis, the designation of a security officer and a privacy officer, and continuous monitoring of controls.
Where Lime Health processes protected health information on behalf of a Client that constitutes a covered entity within the meaning of HIPAA, the Parties enter into a Business Associate Agreement, which prevails over these TCU in the event of a conflict with respect to such information.
7.3 Compliance with the European Artificial Intelligence Act
Lime Health monitors developments under Regulation (EU) 2024/1689 laying down harmonized rules on artificial intelligence (the “AI Act”) and adapts its practices accordingly. The Generated Results produced by the artificial intelligence features serve as an aid to reading and interpreting data. Any clinical or organizational decision remains the responsibility of the healthcare institution (the Client) and the professionals concerned, and not of Lime Health. To that end, Lime Health:
clearly informs Users and Respondents when they interact with an artificial intelligence system or when content is generated by such a system, in accordance with the transparency obligations of the AI Act;
maintains technical documentation and internal governance of the artificial intelligence systems integrated into the Services;
assesses the risk level of artificial intelligence features and implements the applicable proportionate measures.
7.4 Security measures
Lime Health implements appropriate protection measures, validated as part of its SOC 2 Type II attestation, to prevent Personal Data from being lost, misused, accessed, altered, or disclosed by unauthorized parties. These measures include, among others:
encryption of data at rest (AES 256-bit) and in transit (TLS 1.2 or higher);
role-based access control, with authentication and periodic access reviews;
access to Personal Data on a strict need-to-know basis, limited to the minimum necessary;
confidentiality agreements signed by all employees and annual training on the handling of sensitive data;
annual penetration testing by an independent external team and continuous vulnerability monitoring;
documented and tested incident and data breach management procedures, including notification of affected individuals and competent authorities.
7.5 Certifications and governance
Lime Health holds a SOC 2 Type II attestation as well as the TGV certification from the Quebec government’s cloud broker office. Lime Health has designated a privacy officer and, in accordance with Article 27 of the GDPR, a representative in the European Union.
8. Data and Intellectual Property
8.1 User data
You retain exclusive ownership of the Client Data you upload or enter into the Services. By using the Services, you grant Lime Health a limited, non-exclusive, worldwide, and revocable license to use, modify, and process such data solely to the extent necessary to provide and improve the Services, and in compliance with the Data Protection Laws.
8.2 Lime Health intellectual property
Lime Health retains all rights, title, and interest in the Services, the Platform, the Documentation, and any Improvement, including all related intellectual property rights. Nothing in these TCU transfers any ownership right in these elements to you.
8.3 Feedback
If you choose to share suggestions, ideas, or recommendations intended to improve the Services (the “Feedback”), you acknowledge that Lime Health will be the sole owner of all rights relating to such Feedback. You irrevocably assign these rights to Lime Health and waive in its favor your moral rights relating thereto. The submission of any Feedback is made free of charge.
8.4 Third-party content and external links
The Services may display or provide access to content belonging to third parties. The entity making such content available remains solely responsible for it. You are solely responsible for the content you enter or share and must hold the rights necessary to use it. When you access external sites or services linked to the Services, you do so at your own risk.
9. Artificial Intelligence
You acknowledge that some Generated Results are produced automatically by artificial intelligence models, including Large Language Models, and that they may contain errors or incomplete or misleading information.
You authorize Lime Health to process Client Data to the extent necessary to provide and improve the Services, including through processing relying on Large Language Models. The choice of Large Language Models, whether commercial or open source, as well as their use, optimization, and replacement from one model to another, are entirely at Lime Health’s sole discretion. The Client Data transmitted to these models is not used to train the artificial intelligence models operated by third parties; the contracts entered into by Lime Health with these suppliers include contractual clauses to this effect.
You acknowledge the inherent limitations of artificial intelligence models, including:
the Generated Results may contain errors or misleading or incomplete information;
the models may produce repetitive or stereotypical content;
the models may have difficulty understanding the subtleties of language and cultural references;
the models may struggle with complex tasks requiring reasoning or judgment;
the training data may be biased or of insufficient quality.
9.1 Human oversight and responsibility
The Generated Results do not constitute medical, legal, or professional advice and do not replace the judgment of a qualified professional. You remain solely responsible for the accuracy, quality, integrity, and legality of all Client Data. You undertake to independently assess the Generated Results and to assume the risks associated with their use.
10. Disclaimer of Warranty
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, YOU UNDERSTAND AND EXPRESSLY AGREE THAT YOUR USE OF THE SERVICES IS AT YOUR OWN RISK AND THAT THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” LIME HEALTH EXPRESSLY DISCLAIMS ALL WARRANTIES, REPRESENTATIONS, AND CONDITIONS OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
LIME HEALTH DOES NOT WARRANT THAT: (i) THE SERVICES WILL MEET YOUR REQUIREMENTS; (ii) YOUR USE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE; OR (iii) THE RESULTS OBTAINED WILL BE ACCURATE OR RELIABLE.
11. Limitation of Liability
11.1 Exoneration
TO THE EXTENT PERMITTED BY LAW, LIME HEALTH SHALL NOT BE LIABLE FOR ANY FAILURE TO MEET ITS OBLIGATIONS IF SUCH FAILURE IS ATTRIBUTABLE, IN WHOLE OR IN PART, TO: (i) THE CLIENT’S INABILITY TO USE THE FIXES OR UPDATES MADE AVAILABLE; (ii) USE OF THE SERVICES FOR AN UNAUTHORIZED PURPOSE; (iii) USE OF THE SERVICES IN COMBINATION WITH UNAUTHORIZED PRODUCTS; (iv) MISUSE OF THE SERVICES; (v) A FAILURE OF YOUR OWN EQUIPMENT; OR (vi) A FORCE MAJEURE EVENT.
11.2 Damages
TO THE EXTENT PERMITTED BY LAW, LIME HEALTH AND ITS REPRESENTATIVES SHALL IN NO EVENT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING LOSS OF REVENUE OR DATA, ARISING FROM OR RELATED TO THE SERVICES OR YOUR USE OR INABILITY TO USE THEM, EVEN IF LIME HEALTH HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
11.3 Claim ceiling
TO THE FULLEST EXTENT PERMITTED BY LAW, LIME HEALTH’S OVERALL LIABILITY FOR ANY CLAIM RELATED TO THE SERVICES SHALL BE LIMITED TO THE AMOUNT YOU PAID TO LIME HEALTH DURING THE TWELVE (12) MONTHS PRECEDING THE CLAIM. MULTIPLE CLAIMS SHALL NOT EXPAND THIS LIMIT.
SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF SUCH LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE LIMITATIONS MAY NOT APPLY, AND YOU MAY HAVE ADDITIONAL RIGHTS.
12. Termination
The terms and conditions for termination are described in the individual contract between Lime Health and the Client. Upon termination, your right to access the Services ends. The treatment of Client Data upon termination (return or deletion) is governed by the contract and by the Privacy Policy.
13. General Provisions
13.1 Governing law and jurisdiction
USE OF THE SERVICES IS GOVERNED BY AND INTERPRETED IN ACCORDANCE WITH THE LAWS OF THE PROVINCE OF QUEBEC AND THE FEDERAL LAWS OF CANADA APPLICABLE THEREIN, WITHOUT REGARD TO CONFLICT-OF-LAW RULES. ANY ACTION OR LEGAL PROCEEDING SHALL BE BROUGHT EXCLUSIVELY BEFORE THE COURTS LOCATED IN THE JUDICIAL DISTRICT OF QUEBEC (QUEBEC), CANADA.
13.2 Notice
For any complaint or request for information regarding the Services, please contact Lime Health’s customer service at [email protected]. Lime Health undertakes to review and respond to complaints and requests as promptly as possible.
13.3 Invalid provision
If a provision of the TCU is held invalid by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect, and the court shall endeavor to give effect to the intent of the Parties.
The headings of the articles are provided for convenience only and have no legal effect.
13.5 Survival
All articles which by their nature should reasonably survive termination of the TCU, including sections 6, 8, 10, 11, and 13, shall survive such termination.
13.6 Assignment
These TCU may not be assigned or transferred by the Client without the prior written consent of Lime Health. Lime Health may assign these TCU in connection with a merger, acquisition, or the sale of substantially all of its assets related to the Services.
13.7 No waiver
A Party’s failure or delay to act does not constitute a waiver of a right. Any waiver must be made in writing and signed to be effective.