Cancellation & Late Policies

24-hour Cancellation & Appointment Modification Policy

Our cancellation and rescheduling policy aims to reduce wait times for our patients. Please keep in mind that we are healthcare providers. When you no-show or cancel an appointment with short notice, you are taking away a spot in our schedule from another patient who is in pain and in need of our care. Our strict 24-hour cancellation policy with full payment is enforced to prevent people who are not serious about keeping their appointments from taking spots away from our many wonderful patients and patients who are in greater need and appreciative of receiving treatment.

All NEW patients and patients with no-shows or cancellations on file will be required to provide credit card information before booking an appointment. It is FULL PAYMENT for missed appointments or appointments modified with less than 24-hour notice. Your card will not be charged unless you no-show or violate our 24-hour cancellation or appointment modification policy. If you are eligible, direct billing is still available for your appointment when you arrive.

You will also lose online booking privileges if you no-show for an appointment, as you abused the privilege of having full access to our schedule.

We do understand that emergencies can happen. Outside of those rare emergency circumstances, we expect a minimum of 24 hours notice for cancelling, rescheduling or making any changes (e.g. duration) to an appointment. 

Patients on our Wait List are highly unlikely to be available to fill your spot with less than 24-hours notice, because they have lives too. You will also experience a long wait time if you wish to reschedule with short notice, because we are usually fully booked with a Wait List. 

We send text reminders 2-3 days in advance of all appointments, providing ample time for patients to respond, and make any changes before the 24-hour cancellation or modification period is in effect.

The following scenarios are considered a "No-Show" and/or Violation of the 24-Hour Cancellation Policy, and will require full payment for the appointment:

1. you did not show up for your appointment (without notice, intentionally, or unintentionally due to forgetfulness). Forgetting about your appointment is NOT an emergency situation;
2. you cancelled your appointment with less than 24-hours notice;
3. you requested to reschedule or modify your appointment with less than 24 hours notice (e.g. requested a change in appointment duration); or
4. you ran late for an appointment and cancelled due to losing a significant portion of your reserved time (e.g. you were running 30 minutes late and we could not extend your appointment time, so you decided to cancel).

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.

BOOKING FEE & 72-Hour Cancellation Policy for Out-of-Region Requests

Anthony is scheduled as follows:

• Niagara Falls & Niagara region: Saturdays - Wednesdays
• Mississauga & Oakville: 1-2 Fridays per month for house calls only

We do not ask for deposits or charge booking fees for booking an appointment according to this set schedule.

However, if you request an appointment in your region outside of those scheduled days, each appointment will be subject to a non-refundable and non-transferable $100 booking fee via e-transfer before the appointment can be booked. This is because a considerable portion of the available schedule (5+ hours) is required to accomodate an out-of-region appointment, preventing us from accomodating patients where Anthony is normally scheduled that day. The $100 booking fee will be applied towards the cost of your appointment. However, this $100 booking fee is final and non-refundable for cancellation or rescheduling requests made at any time. If you choose to cancel or reschedule at any time, your booking fee will applied towards the cancelled appointment and you will need to pay the $100 booking fee again for any future out of region request, as several hours of the schedule had already been allocated to your initial appointment request.

72 hour cancellation & modification policy applies to the out-of-region appointment in addition to the $100 booking fee (full payment will be required for out-of-region appointments cancelled or modified within 72 hours of the appointment). Insurance receipt will not be issued until the appointment is paid for in full. We do not issue insurance receipts for booking fees, as insurance companies will not provide coverage for booking fees, only for the massage itself.

DEPOSITS FOR CORPORATE EVENTS

Corporate events, parties and large groups require 50% non-refundable deposit by e-transfer before booking.

LATE POLICY

Please be on time for your appointment, with all of the required forms completed prior to arriving. This helps us to ensure that we are able to provide you with the best level of care and treatment possible without cutting into your hands-on treatment time.

We schedule enough time in between patients to allow for: the use of washroom before treatment begins; patient consultation and assessment; changing before and after treatment; explaining self-care and stretches; and to perform a hygienic turnover of the massage table and treatment room. However, if you arrive late and/or do not have your intake or direct billing forms completed, all of these things will need to come out of your hands-on treatment time, as we cannot extend your appointment into the next patients' appointment time.

If you are late for your appointment, or did not complete your forms prior to arriving, you will still be charged for the entire duration of your scheduled appointment and your treatment end time will remain the same, i.e. your appointment end time will NOT be extended. This ensures that the next patient will not be inconvenienced. For example, if you are scheduled for 60 minutes at 12:00pm and you arrive at 12:15pm, your appointment will still end at 1:00pm and you will be billed for the entire 60 minutes.

We will not rush or compromise the quality of our treatments, or allow ourselves to run behind schedule for the next patient. Therefore, we reserve the right to refuse treatment for patients arriving late by 15 minutes or more, as we need to move on and prepare for the next patient. In this situation, the 24-hour cancellation/modification policy will apply, meaning you must pay for your missed appointment or you will be blocked from booking any appointments in the future.