Terms & Conditions

Introduction and Acceptance

These Terms and Conditions govern your use of Willow Grove's website and the senior care residence services we provide. By accessing our website, inquiring about services, or entering into a residence agreement with Willow Grove, you accept and agree to be bound by these terms.

If you do not agree with any part of these terms, please do not use our website or services. These terms should be read in conjunction with our Privacy Policy and Cookie Policy, which are incorporated by reference.

Definitions

• "Services" refers to all senior care residence services provided by Willow Grove, including independent living, enhanced care residence, and short-term recovery stays.
• "Resident" means any individual receiving care services at Willow Grove.
• "Family Member" or "Representative" refers to authorized individuals acting on behalf of a resident.
• "Website" refers to all pages and content accessible through the Willow Grove domain.
• "Agreement" refers to the residence contract entered into between Willow Grove and residents or their representatives.

Use of Website

Permitted Use

Our website is intended to provide information about our senior care services and facilitate communication with prospective residents and their families. You may view, download, and print content for personal, non-commercial use in connection with evaluating our services.

Age Requirements

Use of this website and inquiry about services is intended for adults aged 18 or older. Individuals under 18 should use the website only with parental or guardian supervision.

Account and Information Accuracy

When providing information through our website or during service inquiries, you agree to provide accurate, current, and complete information. Inaccurate information may affect our ability to provide appropriate services or communicate effectively.

Prohibited Uses

You agree not to use our website or services in any way that:

• Violates any applicable Canadian federal, provincial, or local law or regulation
• Infringes upon or violates our intellectual property rights or the intellectual property rights of others
• Transmits any harmful code, viruses, malware, or other destructive technology
• Attempts to gain unauthorized access to systems, networks, or data
• Engages in fraudulent activity or misrepresentation
• Harasses, abuses, or harms any person or group
• Collects or tracks personal information of others without consent
• Uses automated systems or software to extract data from the website
• Impersonates any person or entity or falsely states or misrepresents affiliation
• Interferes with or disrupts the website or servers or networks connected to the website

Intellectual Property Rights

Ownership

All content on this website, including text, graphics, logos, images, photographs, video, audio, software, and their arrangement, is the property of Willow Grove or its licensors and is protected by Canadian and international copyright, trademark, and other intellectual property laws.

Limited License

We grant you a limited, non-exclusive, non-transferable license to access and use the website for personal, non-commercial purposes related to learning about our services. This license does not include any right to resell or commercial use of the website or its contents, any collection and use of listings or descriptions, any derivative use of the website or its contents, or any use of data mining, robots, or similar data gathering and extraction tools.

Restrictions

You may not reproduce, distribute, modify, create derivative works of, publicly display, republish, download, store, or transmit any material from our website except as necessary for your own personal, non-commercial use. Any unauthorized use terminates the permission granted by us.

Services and Residence Terms

Service Delivery

Senior care services are provided in accordance with individual residence agreements, care plans developed in consultation with residents and families, applicable Ontario regulations governing senior care residences, and professional standards of care appropriate to each service level.

Admission Requirements

Admission to Willow Grove requires completion of a comprehensive assessment, execution of a residence agreement, provision of required health and personal information, and payment of applicable fees or deposits. We reserve the right to determine whether our facility can appropriately meet an individual's care needs.

Care Plan Modifications

Care plans are developed collaboratively and reviewed regularly. As resident needs change, care plans may be modified in consultation with the resident, family members or representatives, and healthcare providers. Service level changes may affect monthly fees as outlined in the residence agreement.

Family Involvement

We encourage family involvement in resident care. Family members with appropriate authorization may participate in care planning discussions, receive regular updates about resident wellbeing, visit residents according to our visitation policies, and communicate concerns or feedback to our staff.

Payment Terms

Fees and Charges

Monthly residence fees are specified in the residence agreement and cover basic services as outlined for each care level. All fees are quoted in Canadian dollars (CAD). Payment is due on the first day of each month or as otherwise specified in the residence agreement.

Additional Services

Services not included in basic monthly fees, such as specialized therapy, private transportation, or specific medical supplies, will be billed separately with advance notice where possible.

Payment Methods

We accept payment by pre-authorized debit, check, or bank transfer. Credit card payments may be accepted for certain services. Payment processing is handled securely through third-party providers.

Fee Changes

We reserve the right to adjust monthly fees with 90 days written notice to residents and families. Fee changes reflect increases in operational costs, regulatory requirements, or service enhancements.

Late Payment

Late payments may result in administrative fees as specified in the residence agreement. Continued non-payment may affect continued residence, though we will work with families to address payment difficulties before considering such action.

Taxes

All fees are subject to applicable federal and provincial taxes, including Goods and Services Tax (GST) and Harmonized Sales Tax (HST) as required by Canadian tax law.

Cancellation and Move-Out Policy

Notice Requirements

Residents or their representatives must provide 30 days written notice of intent to move out. Notice should be directed to our administration office and will take effect from the first day of the following month.

Short-Term Stay Cancellation

For short-term recovery stays, 7 days notice is required for cancellation. Deposits may be non-refundable or subject to cancellation fees as specified in the agreement.

Facility-Initiated Move-Out

Willow Grove may terminate a residence agreement with 60 days notice if resident needs exceed our facility's capabilities, for persistent non-payment despite attempts to resolve, for behavior that threatens safety or wellbeing of other residents or staff, or as otherwise permitted under Ontario law.

Refund Processing

Upon move-out, any prepaid fees for unused days will be refunded within 30 days, less any outstanding charges or damages. Security deposits, where applicable, will be returned according to the terms in the residence agreement after inspection of the suite or room.

Disclaimers and Limitations of Liability

Website Content

Website content is provided for informational purposes. While we strive for accuracy, we make no representations or warranties about the completeness, accuracy, reliability, or suitability of information on the website. Service descriptions on the website are general in nature; specific services and accommodations are detailed in individual residence agreements.

Service Limitations

While we provide professional senior care services, we cannot guarantee specific health outcomes or that services will meet every individual expectation. Care is provided according to professional standards, but medical conditions and individual circumstances vary. We are not liable for health changes, complications, or outcomes related to underlying medical conditions.

Third-Party Services

We coordinate with external healthcare providers, but we are not responsible for their services, decisions, or outcomes. Residents and families retain the right to choose healthcare providers and make medical decisions.

Personal Property

While we maintain facility security, residents assume responsibility for personal property kept in their suites or rooms. We recommend that valuable items be limited and that families consider insurance for personal belongings.

Limitation of Liability

To the fullest extent permitted by Ontario and Canadian law, Willow Grove's liability for any claims related to services or website use is limited to the amount of fees paid by the resident in the three months preceding the claim. We are not liable for indirect, incidental, consequential, special, or punitive damages. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence or for fraud.

Indemnification

You agree to indemnify and hold harmless Willow Grove, its staff, contractors, and representatives from any claims, damages, losses, liabilities, and expenses arising from your violation of these terms, misuse of our website or services, or violation of any rights of another person.

Dispute Resolution

Informal Resolution

We are committed to addressing concerns promptly and fairly. If disputes arise regarding services or these terms, we encourage families to first contact our administration to discuss the matter and seek resolution.

Mediation

If informal resolution is unsuccessful, parties agree to attempt mediation before pursuing legal action. Mediation will be conducted by a mutually agreed upon mediator in Oakville, Ontario, with costs shared equally unless otherwise agreed.

Governing Law and Jurisdiction

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Any legal proceedings related to these terms or our services shall be brought exclusively in the courts of Ontario, and you consent to the jurisdiction of such courts.

Regulatory Complaints

Residents and families may also file complaints with regulatory bodies overseeing senior care facilities in Ontario if they believe regulatory standards have not been met.

General Provisions

Entire Agreement

These terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Willow Grove regarding website use. Individual residence agreements constitute the entire agreement regarding care services and supersede any prior communications or proposals.

Severability

If any provision of these terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

Waiver

No waiver of any term or condition shall be deemed a further or continuing waiver of such term or any other term. Our failure to enforce any right or provision shall not constitute a waiver of that right or provision.

Assignment

You may not assign or transfer your rights or obligations under these terms without our written consent. We may assign our rights and obligations to a successor entity in the event of a merger, acquisition, or sale of assets.

Changes to Terms

We reserve the right to modify these terms at any time. Changes to terms affecting website use will be posted on this page with an updated effective date. Material changes affecting residence services will be communicated directly to residents and families. Continued use of our website or services following changes constitutes acceptance of revised terms.

Contact Information

For questions about these Terms and Conditions or to discuss service-related matters, please contact us: