Missed Appointment Policy
No-shows, late arrivals, and cancellations inconvenience not only our clinicians, but our other clients as well. Please be aware of the following industry standard policy regarding missed appointments:
Cancellation Policy
If cancellation of your scheduled appointment is necessary, we require that you notify us at least 24 hours (two full business days excluding weekends and stat holidays) in advance of your scheduled appointment start time. Appointments are in high demand, and your advanced notice will allow other clients access to that valued time. For example, if your appointment is on Monday at 10:00 am, notice must be received no later than the 4:30 pm on the Thursday prior.
If your health is unreliable or it is hard to predict your availability on a Monday, please book on another business day to avoid the need to reach our administrative team before the weekend. Tuesday through Friday appointments can be notified 24 hours prior. When given 24 hours notice, we can then attempt to fill your appointment time with someone waiting for this opportunity.
Late Cancellations/No-Shows
A cancellation is considered late when the appointment is cancelled less than 24-hours before the scheduled time. A no-show is when a client misses an appointment without cancelling. Should you arrive late and participate in a partial session, the full session fee applies. In the case of a no-show or late cancellation within 24 hours of your scheduled appointment(s), you will be charged a $100.00 fee for each appointment. This must be paid in advance of scheduling future appointments.
Payment for your appointments are due prior to the start of each appointments.
How to Cancel an Appointment
Payment for Missed Appointments
Late Arrivals
If you need to cancel/reschedule your appointment, please call 236-420-1154 between the hours of 8:30 am to 3:30 pm Monday to Thursday or 8:30 am to 2:30 pm Friday, at least 24 business hours (two business days preferred) in advance. A missed appointment fee of $100.00 will be applied to your account for each appointment you were scheduled for and short notice cancelled, or no showed.
As part of our missed appointment policy, all clients will be required to provide a credit card number at the time of their booking that will be held on their account. All missed appointment fees will be processed for payment using the card on file. Providing a card on file is still required even if your sessions are covered by a third party as insurance companies do not provide payment for missed appointments or the resulting fees. Payment for missed appointment fees is your responsibility.
If you are late for your scheduled appointment time, please let us know as soon as possible. It is a courtesy call to advise your practitioner of your delay; should we not hear from you by 15 minutes into your scheduled time, your absence will be interpreted as a no-show and the policy above will apply. Should you arrive later for your session and participate in a partial session, the full session rate applies as the entire 50 minutes was reserved for your treatment.
Physicians
Rehabilitation
We are a private clinic and require a referral. Referrals are only accepted if sent by a family physician or specialist. Initial consultations directed to our specialist physicians are covered by BC Medical.
Physical rehabilitation services with our physiotherapist and kinesiologist are not eligible for payment by the BC Medical Services Plan. We can direct bill and collect session fees from most extended insurance plans. The remainder of the appointment cost not covered by by your extended health plan will be collected prior to your appointment.