Cancellation & Late Policies

24-hour Cancellation & Appointment Modification Policy

Our cancellation policy aims to reduce wait times for our patients. Missed appointments cause major issues. That appointment could have been used by another patient in need of treatment. Missed appointments contribute to backlogs and unnecessary wait times for other patients and yourself.

We choose to run our practice based on mutual respect and trust with our patients. Therefore, under normal circumstances, 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 cancellations OR the decision to remove a patient from our practice will be applied on a case-by-case basis.

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. This allows us to rearrange the schedule as needed in a timely manner and offer the availability to other patients on our Wait List, who are also in need of treatment.

Appointments booked online may be modified online up to 24 hours beforehand. Beyond this 24 hours, requesting to modify your online appointment will be considered a no-show.

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.

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 a couple of days beforehand.

Full payment for missed appointments & short-notice cancellations/rescheduling:

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

We require 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 online if you do not pay for your missed appointment, and you will need to contact us directly to request to book any future bookings. 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 missed appointment fee, which you can submit to your insurance provider for reimbursement as per their policy.

If you do not want to pay for your missed appointment, alternatively you may pay for your future appointments in full in advance via e-transfer before we can reserve any future appointments. This full payment will be non-refundable 24-hours prior to your appointment. Direct billing privileges will be lost for future appointments in this scenario due to the requirement of payment prior to booking. After your appointment, we will provide you with an insurance receipt you can submit to your insurance provider for reimbursement as per your 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.

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; 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, these things will come out of your hands-on treatment 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: we will require a non-refundable e-transfer payment in full prior to booking any future appointments.