Cancellation & Late Policies


24-hour Cancellation & Appointment Modification Policy

Our cancellation and rescheduling policy aims to reduce wait times for our patients.

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.

Missed appointments and short-notice cancellations/modifications cause major issues. Not only do we incur a financial loss for our time that was wasted, but other patients on our Wait List who would have appreciated and shown up for the appointment spot missed the opportunity to get a treatment. Therefore, missed appointments and short-notice cancellations/modifications contribute to backlogs and unnecessary wait times for other patients, and long wait times for yourself if you wish to reschedule, but we are fully booked. Patients on our Wait List are also highly unlikely to be available to fill your spot with less than 24-hours notice.

We choose to run our practice based on mutual respect and trust with our patients. Therefore, we currently choose not to take deposits or collect credit card information for booking most individual appointments; however, records of all missed appointments and short-notice cancellations will be kept. Full payment for missed appointments and 24-hour prior modifications, AND/OR the decision to remove a patient from our practice will be applied on a case-by-case basis. You will lose online booking privileges if you miss an appointment, as you abused the privilege of having full access to our schedule when you missed your appoinment.

Appointments booked online may be modified online up to 24 hours beforehand. Beyond this 24 hours, requesting to modify your appointment will be marked as a no-show/short notice cancellation on your file.

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.

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.


FULL PAYMENT FOR MISSED APPOINTMENTS & RESCHEDULING/MODIFYING APPOINTMENTS 24-HOURS PRIOR

We have a zero-tolerance policy for no-shows and a 24-hour cancellation/modification policy. 

You will lose online booking priviliges and must etransfer full payment for missed appointments under the following scenarios:

  1. you did not show up for your appointment (without notice, intentionally, or unintentionally due to forgetfulness);
  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).

Under any of the circumstances listed above, you will be required to provide a full payment for the appointment you missed, cancelled or rescheduled with less than 24-hours notice via e-transfer in order to book any future appointments. You will be blocked from booking any future appointments if you do not pay for your missed appointment. Depending on what your insurance policy allows, we can either direct bill to your insurance company for your missed appointment (only possible if they have the option of direct billing for missed appointments), or you will be issued an insurance receipt outlining the full missed appointment rate, which you can submit to your insurance provider for reimbursement as per their policy.

We reserve the right to remove any patients from our practice who do not respect the 24-hour cancellation/modification policy. This includes cancelling all future bookings already in the schedule.

The 24-hour cancellation policy also applies to same-day bookings.

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

Anthony is scheduled as follows:

  • Niagara Falls & Niagara region: Saturdays - Wednesdays
  • Mississauga & Oakville: Thursdays and Fridays.

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.