POLICIES
Clinic policies
These policies keep appointment times fair for every patient. Please read them before booking.
No shows & late cancellation notice
If you do not attend your scheduled appointment and have not notified us at least 24 hours in advance, you will be charged the full cost of the treatment as booked.
If you are unable to keep your appointment, please contact us by phone at least 24 hours beforehand. If you cannot reach us, please leave a voicemail. If we do not hear from you within that time frame and you do not attend, the policy above will be applied.
A no-show is applied when a patient has not arrived within 15–20 minutes of the appointment start time.
We understand that circumstances outside your control do happen — sudden illness, family emergencies and the like — and your therapist may make an exception on those rare occasions.
You can cancel by
Calling the clinic at 604-370-0350 or leaving a voicemail
Cancelling in person at the clinic
Cancelling through the online booking link
Late arrival
If you arrive late for your appointment, the session will still end at its scheduled time, which means your treatment will unfortunately be shorter. That time has been reserved for you, and other patients are scheduled afterwards.
Treatments do not begin earlier or run later than the appointment time allotted. Please plan your arrival accordingly.
Direct billing
When booking, we require your extended health benefits information so we can direct bill your insurance company. Every insurance plan is different, so you may or may not be required to pay a co-payment or deductible.
Most plans have a deductible amount that must be paid before the insurer covers the cost of treatment, similar to a dental visit. That deductible resets every calendar year on January 1.
The payment portal tells us the amount your insurance company will pay; you are responsible for any remaining amount owing. For example, if you have coverage for 80% of a $120 visit fee, you would pay $24 and the portal would cover the remaining $96. Actual amounts depend on your individual coverage and the portal response.
We do not check patients' coverage — you are responsible for confirming this information with your insurer, either through your extended health benefits booklet or your insurer's online portal.
If the insurance portal is down or inaccessible on the day of your appointment, we will bill you for the full amount and ask that you submit the bill to your insurance company.
New patient deposits
New patients pay the full fee of service in advance as a deposit. If you cancel more than 24 hours before your appointment, you receive a full refund. Where direct billing applies, you are refunded whatever your insurance does not pay when you attend your appointment.
CASES WE WILL NOT ACCEPT
Please note: we are not currently accepting ICBC, WorkSafeBC, Veterans Affairs, or active claim cases.
Quick summary
24 hours' notice required to cancel or reschedule.
Late arrivals shorten the session, not the end time.
Deductibles and co-payments depend on your plan.
New patients prepay the full fee as a deposit.