Cancellation Policy
Your appointment time is reserved just for you. A late cancellation of less than 24 hours or missed visit leaves a hole in the therapists’ day that could have been filled by another patient. As such, we require 24 hours-notice for any cancellations or changes to your appointment. Patients who provide less than 24 hours-notice, or miss their appointment, will be charged a cancellation fee. Cancellation fees are the amount of the full regular private fee for the service, even if you are coming in for an ICBC or WCB claim.
Please understand that when you cancel or miss your appointment without providing a 24-hour notice we are often unable to fill that appointment time. Your therapist only gets paid when they see a client. This is an inconvenience to your therapist and also means our other clients miss the chance to receive the services they need. For this reason, you will be charged the full regular private fee for the service. We also reserve the right to require a credit card number to be given to book future appointments so that appropriate fees may be charged if a late cancellation does occur. We understand that emergencies can arise and illnesses do occur at inopportune times. If you have a fever, a known infection, Covid symptoms or have experienced vomiting or diarrhea within 24 hours prior to your appointment time, we request that you cancel your session. You need to take time to get healthy and we would like to keep our staff healthy as well. Late cancellation due to emergency or illness will not result in any missed session charges. Missing an appointment for foreseeable conflicts, such as double booking a medical appointment, studying for an exam, vehicle trouble, traffic or forgetting the appointment will be charged. We will do our best to give advanced notice if we are closing or need to cancel due to bad weather and we ask you to do the same.
This cancellation fee cannot be claimed and reimbursed by your extended health plan. Our receipt for the charge will state that it is a cancellation fee. We will not re-book appointments until this fee is paid.
Late Arrival Policy
We understand that issues can arise that may cause you to be late for your appointment. However, we ask that you call to inform us if this ever occurs so we can do our best to accommodate you. Appointment times are reserved for each client, so we cannot exceed that reserved time without making the next client late. For this reason, arriving after your appointment time may result in loss of time from your massage so that your session ends at the scheduled time. Full service fees will be charged even when sessions are shortened due to late arrival. For massage therapy, the therapist has determined that 30 minutes is the minimum time for a session, so if you will be late, giving less than 30 minutes remaining for the session, then the therapist will not perform massage and you will be charged the full session price. In return we will do our best to be on time, and if we are unable to do so we will add time to your session to make up for our late arrival or adjust the service charge accordingly
Billing
At this time we take payment for services at reception. We accept major credit cards (except American Express) and debit but not cash. We do not bill insurance companies directly (ex: Blue Cross etc). We do however charge directly to WCB and ICBC for accepted claims. There are small client fees for ICBC massage sessions only, not for other ICBC or WCB therapy.