Cancellation & Late Policies
24-hour Cancellation & Appointment Modification Policy
As healthcare providers, our goal is to keep appointments available for patients who are waiting for care. When an appointment is missed or changed with less than 24 hours’ notice, we are often unable to offer that time to another patient on the Wait List.
A minimum of 24 hours’ notice is required for all cancellations, rescheduling requests, or appointment modifications, including changes to treatment duration.
Missed appointments and appointments cancelled, rescheduled, or modified with less than 24 hours’ notice are subject to FULL PAYMENT. Forgetting an appointment, double-booking yourself with work or another appointment, or having something else come up does not qualify as an emergency.
We are unable to submit Direct Billing for missed appointments due to limitations from the insurance companies. We will issue you a receipt that states the paid "missed appointment" fee, which you can submit manually for reimbursement to your insurer according to the terms of their policy.
We understand that genuine emergencies can occur and will consider them on a case-by-case basis.
We send text reminders 2–3 days before appointments, providing ample opportunity to make any necessary changes before the 24-hour deadline.
No-shows will also result in the loss of online booking privileges. Online booking is a privilege that requires appointments to be respected so that our schedule remains accessible to all patients.
Credit Card Authorization
New patients and patients with a previous no-show or 24-hour cancellation will be required to provide a credit card when booking. Appointments booked online require credit card authorization before they are secured. For appointments requested by phone or email, you will receive a text or email prompt to provide your card details and confirm the appointment.
If the required authorization is not completed within 24 hours, the appointment will be automatically cancelled and released back to our online calendar.
Your card will not be charged unless you no-show or violate the 24-hour cancellation or modification policy.
Credit card information is securely processed through Fresha using Adyen, a PCI DSS Level 1-compliant payment processor. Your full card number is encrypted and is not visible to us.
If you are eligible, direct billing is still available for your appointment when you arrive.
We appreciate your understanding and consideration of other patients who may be waiting for an appointment.
SICK/ILLNESS POLICY
If you are sick, please let us know before the 24-hour cancellation period. It is very rare to start feeling unwell the day of an appointment. Usually, there are symptoms of being unwell at least 24 hours beforehand. If you need to reschedule because you are sick (e.g. cold, flu, anything contagious), please know that there will be a 2-week wait before your next appointment. This 2-week wait period policy is in place to protect us and our other patients from becoming sick as well.
LATE POLICY
Please arrive on time for your appointment with all required forms completed before arriving. This allows us to provide the full level of care and hands-on treatment time reserved for you.
We schedule time between patients for consultation and assessment, changing, self-care recommendations, and proper cleaning and sanitization of the treatment room. Late arrival or incomplete forms will reduce your hands-on treatment time, as we cannot extend your appointment into the next patient’s scheduled time.
Your appointment will still end at the originally scheduled time, and you will be charged for the full duration of your appointment. For example, if you book a 60-minute treatment at 12:00 p.m. and arrive at 12:15 p.m., your treatment will still end at 1:00 p.m. and you will be charged for the full 60 minutes.
We will not rush or compromise the quality of your treatment or inconvenience the patient scheduled after you.
Patients arriving 15 minutes or more late may be refused treatment. In this situation, the appointment will be treated as a missed appointment and our 24-hour cancellation/modification policy will apply, meaning full payment will be required and online booking privileges may be suspended.
BOOKING FEE & 72-Hour Cancellation Policy for Mobile Massage Outside of Niagara Region
Due to limited schedule availability, Anthony is currently able to accommodate new mobile massage patients within the Niagara Region only. Requests for mobile appointments outside the Niagara Region are considered on a case-by-case basis and require a non-refundable, non-transferable $100 booking fee paid by e-transfer before the appointment can be secured.
An out-of-region appointment requires a significant portion of the schedule—often 5+ hours, including travel and treatment time—which prevents us from accommodating a full day of patients at our Niagara clinic. The booking fee helps reserve this substantial amount of time specifically for your appointment.
The $100 booking fee will be applied toward the total cost of your appointment. However, it is non-refundable and non-transferable, regardless of when you cancel or reschedule.
If you cancel or reschedule your out-of-region appointment at any time, the $100 booking fee will be retained and applied to the cancelled appointment. A new $100 booking fee will be required for any future out-of-region appointment request, as the original booking resulted in a significant portion of the schedule being reserved for you.
72-Hour Cancellation & Modification Policy
In addition to the $100 booking fee, all out-of-region appointments are subject to a 72-hour cancellation and modification policy.
Cancellations, rescheduling requests, or appointment modifications made less than 72 hours before the appointment will require FULL PAYMENT of the scheduled appointment.
Insurance receipts will only be issued once the appointment has been paid in full. Please note that the $100 booking fee itself is not eligible for an insurance receipt, as insurance providers generally cover the massage treatment rather than booking fees.
We appreciate your understanding that these policies are necessary to reserve the substantial amount of time required for out-of-region mobile appointments and to protect appointment availability for all of our patients.
DEPOSITS FOR EVENTS & GROUPS of 3+ APPOINTMENTS
Corporate events, parties and large groups require 50% non-refundable deposit by e-transfer before booking. 72-hour cancellation policy will apply (full payment for large groups and events cancelled or modified with less than 72 hours notice).