Terms of Service

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Client," "you," or "your") and NeXt Chapter Recovery ("we," "us," "our," or "the organization"), located at 123 Recovery Way, Duncan, British Columbia V9L 1P1, regarding your use of our services and website at ncrecovery.ca.

By accessing our website, contacting us for services, participating in our programs, or receiving treatment from NeXt Chapter Recovery, you acknowledge that you have read, understood, and agree to be bound by these Terms, along with our Privacy Policy.

If you do not agree to these Terms, you must not use our services or website. If you are under 19 years of age (the age of majority in British Columbia), you represent that your parent or legal guardian has reviewed and agreed to these Terms on your behalf.

2. About Our Services

NeXt Chapter Recovery is a community-based organization providing addiction recovery and mental health support services in Duncan, British Columbia. Our services include but are not limited to:

• Substance abuse recovery programs
• Mental health counseling and support
• Community reintegration assistance
• Family support programs
• Employment integration services
• Life skills and vocational training
• Peer support groups
• Crisis intervention and referrals

Our services are provided by qualified professionals, including licensed counselors, social workers, peer support workers, and other trained staff members. We operate in accordance with British Columbia healthcare standards and professional practice guidelines.

3. Eligibility for Services

3.1 General Eligibility

To be eligible for our services, you must:

• Be seeking support for addiction, substance use, or mental health challenges
• Be willing to participate actively in your treatment and recovery process
• Provide accurate and complete information during intake and assessment
• Comply with program rules and behavioral expectations
• Consent to treatment and information sharing as required for care coordination

3.2 Age Requirements

Most of our programs serve adults (19 years and older). Some programs may accept youth aged 16-18 with parental/guardian consent or as mature minors capable of consenting to treatment under BC law. Age-specific eligibility will be determined during intake.

3.3 Geographic Service Area

Our in-person services primarily serve residents of Duncan and the Cowichan Valley region of British Columbia. Some online services may be available to residents throughout BC. Service availability may be limited by funding, capacity, and regulatory requirements.

3.4 Assessment and Admission

Admission to programs is subject to:

• Completion of intake assessment and screening
• Clinical determination of appropriateness and fit for our programs
• Program capacity and availability
• Medical clearance if required for specific programs

We reserve the right to decline services or refer you to more appropriate resources based on clinical assessment and organizational capacity.

4. Client Rights and Responsibilities

4.1 Your Rights

As a client of NeXt Chapter Recovery, you have the right to:

• Respectful treatment: Be treated with dignity, respect, and without discrimination
• Informed consent: Receive clear information about treatment options, risks, and benefits
• Privacy and confidentiality: Have your personal and health information protected in accordance with our Privacy Policy and applicable laws
• Participation in treatment planning: Be actively involved in developing your treatment plan
• Access to information: Request access to your health records
• Refuse treatment: Decline or discontinue services (subject to any legal obligations)
• File complaints: Voice concerns about services without fear of retaliation
• Cultural safety: Receive services that respect your cultural identity and practices

4.2 Your Responsibilities

As a client, you are responsible for:

• Attendance: Attending scheduled appointments or providing advance notice of cancellations (see Cancellation Policy)
• Honest communication: Providing accurate and complete information about your health, substance use, and circumstances
• Active participation: Engaging meaningfully in your treatment and recovery activities
• Respect for others: Treating staff, other clients, and visitors with respect and courtesy
• Compliance with rules: Following program rules, safety protocols, and behavioral expectations
• Substance-free participation: Attending programs sober and drug-free (unless medically prescribed)
• Communication: Informing staff of changes in your health status, medications, or circumstances that may affect treatment
• Financial obligations: Meeting any applicable payment obligations or providing necessary insurance/funding information

4.3 Prohibited Conduct

The following behaviors are strictly prohibited and may result in suspension or termination of services:

• Violence, threats, or intimidation toward staff, clients, or visitors
• Harassment, discrimination, or bullying based on race, gender, sexual orientation, religion, disability, or other protected characteristics
• Possession, use, or distribution of illegal substances or alcohol on our premises
• Theft or damage to property
• Possession of weapons or dangerous items
• Sexual harassment or inappropriate sexual behavior
• Disruption of programs or services
• Violation of confidentiality of other clients
• Providing false information or fraudulent documentation

5. Informed Consent and Treatment

5.1 Consent to Treatment

Before receiving services, you will be asked to provide informed consent. This means you:

• Understand the nature and purpose of proposed treatment or services
• Have been informed of potential benefits, risks, and alternatives
• Have had the opportunity to ask questions and receive answers
• Voluntarily agree to participate in treatment
• Understand you may withdraw consent at any time (subject to legal limitations)

5.2 Treatment Plans

Your treatment will be guided by an individualized treatment plan developed collaboratively with you and your treatment team. Treatment plans:

• Are based on comprehensive assessment of your needs and goals
• Include measurable objectives and intervention strategies
• Are reviewed and updated regularly based on your progress
• May be modified with your involvement and consent

5.3 No Guarantee of Outcome

While our staff are committed to providing quality care, we cannot guarantee specific outcomes or results from treatment. Recovery is a personal journey influenced by many factors. Success depends significantly on your commitment, effort, and circumstances beyond our control.

5.4 Medication and Medical Care

NeXt Chapter Recovery does not provide medical detoxification or prescribe medications. If medications are part of your treatment plan, they must be prescribed by your physician or psychiatrist. You are responsible for:

• Taking medications as prescribed
• Informing staff of all medications you are taking
• Coordinating with your prescribing physician regarding medication management
• Storing medications safely

6. Confidentiality and Privacy

6.1 Our Commitment to Confidentiality

We are committed to protecting the confidentiality of your personal and health information in accordance with:

• British Columbia's Personal Information Protection Act (PIPA)
• Professional ethical standards and codes of conduct
• Our organizational Privacy Policy

For detailed information about how we collect, use, and protect your information, please review our Privacy Policy.

6.2 Consent to Disclosure

We will obtain your written consent before disclosing your information to:

• Family members or support persons
• Other healthcare providers
• Referral sources
• Third parties (unless disclosure is required or permitted by law)

6.3 Limits to Confidentiality

Confidentiality is not absolute. We may disclose your information without consent when:

• Required by law (e.g., court order, subpoena)
• There is imminent risk of serious harm to you or others (duty to warn)
• We are required to report child abuse or neglect
• We are required to report abuse of vulnerable adults
• Required for public health purposes (e.g., communicable disease reporting)
• For medical emergencies when consent cannot be obtained

6.4 Group Settings and Peer Confidentiality

If you participate in group therapy or support groups:

• You are expected to respect the confidentiality of other group members
• You should not disclose identifying information about other clients outside the group
• Complete confidentiality in group settings cannot be guaranteed, as we cannot control what other members may share outside the group

7. Fees, Payment, and Funding

7.1 Service Fees

Many of our services are provided at no cost to eligible clients through government funding and community support. Some specialized services may have associated fees. You will be informed of any costs during the intake process.

7.2 Publicly Funded Services

Services funded by the BC Ministry of Health, Mental Health and Substance Use, or other government programs are available to eligible BC residents at no charge. Eligibility may require:

• Valid BC Services Card (CareCard)
• Proof of BC residency
• Completion of required documentation

7.3 Private Pay and Insurance

If you are accessing services on a private pay basis or through extended health benefits:

• Fees will be communicated clearly before services begin
• Payment is typically due at the time of service unless other arrangements are made
• We may provide receipts for insurance claims, but you are responsible for submitting claims and ensuring coverage
• You remain responsible for payment even if your insurance does not cover services

7.4 Donations

NeXt Chapter Recovery is supported by donations from individuals, businesses, and foundations. Donations are voluntary and do not affect access to services. Tax receipts are provided for eligible donations in accordance with Canada Revenue Agency guidelines.

8. Appointments and Cancellation Policy

8.1 Scheduling Appointments

Appointments can be scheduled by:

• Phone: +1-778-557-2154
• Email: hello@ncrecovery.ca
• In person at our Duncan location

Please arrive 10 minutes before your scheduled appointment time for check-in.

8.2 Cancellation and Rescheduling

We understand that circumstances may require you to cancel or reschedule appointments. We request:

• Minimum 24 hours' notice for cancellations or rescheduling
• Notification by phone or email
• Understanding that appointment times are limited resources that could be offered to other clients

8.3 Late Arrivals and No-Shows

• Late arrivals: If you arrive more than 15 minutes late, your appointment may need to be shortened or rescheduled depending on schedule availability
• No-shows: Failure to attend scheduled appointments without notice (no-show) impacts service availability. Repeated no-shows may result in:
  • Discussion with your counselor about barriers to attendance
  • Modification of your treatment plan
  • Discharge from services if attendance issues cannot be resolved

8.4 Program Attendance Requirements

Specific programs may have attendance requirements. You will be informed of these requirements during admission. Failure to meet attendance requirements may result in program dismissal.

9. Crisis and Emergency Situations

9.1 NeXt Chapter Recovery is Not a Crisis Service

Our services are not designed for immediate crisis intervention or psychiatric emergencies. If you are experiencing a mental health crisis or medical emergency:

9.2 After-Hours Support

NeXt Chapter Recovery staff are not available 24/7. If you need support outside of office hours, please use the crisis resources listed above. Leave a message, and we will respond during regular business hours.

9.3 Safety Planning

As part of your treatment, we will work with you to develop a safety plan that includes:

• Warning signs of crisis
• Coping strategies
• Crisis contact numbers
• Support person contact information

10. Suspension and Termination of Services

10.1 Voluntary Termination

You have the right to discontinue services at any time. We encourage you to discuss your decision with your counselor to:

• Ensure a planned and safe transition
• Address concerns that may be contributing to your decision
• Explore alternative resources if needed
• Complete necessary discharge planning

10.2 Completion of Services

Services may be concluded when:

• Treatment goals have been achieved
• You and your treatment team agree that services are no longer beneficial
• You have completed the program successfully

10.3 Administrative Discharge

We may suspend or terminate services if:

• You engage in prohibited conduct (as outlined in Section 4.3)
• You fail to meet program attendance or participation requirements
• You are non-compliant with treatment recommendations without clinical justification
• You provide false or fraudulent information
• Your needs exceed our capacity or scope of service
• You require a level of care not available through our programs

Before termination, we will:

• Discuss concerns with you and provide opportunity for improvement when appropriate
• Provide written notice when possible (except in cases of safety concerns)
• Offer referrals to alternative resources
• Provide discharge planning to ensure continuity of care

10.4 Re-admission

If services are terminated, you may request re-admission by contacting our intake coordinator. Re-admission is subject to:

• New intake assessment
• Resolution of issues that led to previous termination
• Program availability
• Clinical appropriateness

11. Website Use and Acceptable Use Policy

11.1 Website Access

Our website at ncrecovery.ca is provided for informational purposes. Access to the website is permitted on a temporary basis, and we reserve the right to withdraw or modify access without notice.

11.2 Intellectual Property

The content on our website, including text, graphics, logos, images, and software, is the property of NeXt Chapter Recovery or its content suppliers and is protected by Canadian and international copyright laws. You may:

• View and print pages for personal, non-commercial use
• Share links to our website

You may NOT:

• Reproduce, modify, distribute, or republish content without written permission
• Use content for commercial purposes
• Remove copyright or other proprietary notices

11.3 User-Generated Content

If you submit content to our website (e.g., testimonials, comments, feedback), you grant us a non-exclusive, royalty-free license to use, reproduce, and display such content. You represent that:

• You own or have the right to submit the content
• The content does not violate any third-party rights
• The content is accurate and not defamatory

11.4 Prohibited Website Activities

You agree not to:

• Use the website for any unlawful purpose
• Attempt to gain unauthorized access to our systems or networks
• Introduce viruses, malware, or other harmful code
• Interfere with or disrupt the website or servers
• Collect or harvest information about other users
• Impersonate any person or entity

11.5 External Links

Our website may contain links to third-party websites. These links are provided for convenience only. We do not endorse or assume responsibility for the content, privacy practices, or terms of these external sites.

11.6 Online Communications

Email and online forms are not secure methods of communication for sensitive health information. For confidential matters, please contact us by phone or in person. By submitting information through our website, you acknowledge the inherent privacy limitations of internet communications.

12. Limitation of Liability and Disclaimers

12.1 Website Disclaimer

The information on our website is provided for general informational purposes only. While we strive for accuracy, we make no warranties or representations about:

• The accuracy, completeness, or currency of information
• The suitability of information for any particular purpose
• Uninterrupted or error-free website operation

Website content does not constitute medical advice or replace professional consultation.

12.2 Professional Services Disclaimer

While our staff provide professional services to the best of their ability in accordance with applicable standards:

• We cannot guarantee specific treatment outcomes
• Treatment outcomes depend on factors beyond our control
• Individual responses to treatment vary
• Recovery is influenced by personal commitment, circumstances, and other factors

12.3 Limitation of Liability

To the fullest extent permitted by law, NeXt Chapter Recovery, its directors, officers, employees, and volunteers shall not be liable for any indirect, incidental, consequential, or punitive damages arising from:

• Use or inability to use our services or website
• Reliance on information provided on our website
• Unauthorized access to your personal information (beyond our reasonable control)
• Errors, omissions, or interruptions in services

This limitation applies regardless of the legal theory (contract, tort, negligence, etc.), even if we have been advised of the possibility of such damages.

12.4 Indemnification

You agree to indemnify and hold harmless NeXt Chapter Recovery, its directors, officers, employees, and volunteers from any claims, damages, losses, or expenses (including legal fees) arising from:

• Your violation of these Terms
• Your violation of any third-party rights
• Your misuse of our services or website

13. Complaints and Grievance Process

13.1 Informal Resolution

If you have concerns about services, we encourage you to first discuss them with your counselor or program coordinator. Many issues can be resolved through direct communication.

13.2 Formal Complaint Process

If informal resolution is unsuccessful or inappropriate, you may file a formal complaint:

1. Submit in writing: Send a written complaint describing the issue, dates, and individuals involved to:

   Client Services Manager
   NeXt Chapter Recovery
   123 Recovery Way
   Duncan, BC V9L 1P1
   Email: complaints@ncrecovery.ca

2. Investigation: We will acknowledge your complaint within 5 business days and investigate thoroughly
3. Response: You will receive a written response within 30 days, including findings and any corrective actions
4. Appeal: If you are unsatisfied with the response, you may request a review by our Executive Director

13.3 External Complaint Options

You may also file complaints with:

• Professional regulatory bodies: If your complaint involves a regulated health professional (e.g., BC Association of Clinical Counsellors, BC College of Social Workers)
• BC Office of the Information and Privacy Commissioner: For privacy-related complaints (www.oipc.bc.ca, 1-800-663-7867)
• Patient Care Quality Offices: For complaints about healthcare services

13.4 No Retaliation

We are committed to addressing complaints fairly and transparently. You will not face retaliation or negative consequences for filing a good-faith complaint.

14. General Provisions

14.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada applicable therein. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of British Columbia.

14.2 Amendments

We reserve the right to modify these Terms at any time. Changes will be effective when posted on our website with a revised "Last Updated" date. Material changes will be communicated to active clients. Continued use of services after changes constitutes acceptance of modified Terms.

14.3 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

14.4 Entire Agreement

These Terms, together with our Privacy Policy and any program-specific agreements, constitute the entire agreement between you and NeXt Chapter Recovery regarding use of our services and supersede any prior agreements or understandings.

14.5 Waiver

Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.

14.6 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 without restriction.

14.7 Language

These Terms are drafted in English. If translated into other languages, the English version shall prevail in case of any discrepancy.

15. Contact Information

If you have questions about these Terms of Service, please contact us:

16. Acknowledgment and Consent

By using our services or website, you acknowledge that:

• You have read and understood these Terms of Service
• You agree to be bound by these Terms
• You understand your rights and responsibilities as outlined herein
• You have had the opportunity to ask questions and receive clarification

For clinical services, you will be asked to provide written acknowledgment and consent during the intake process.

These Terms of Service are effective as of January 28, 2026.