Patients are required to read & agree to our clinic policies before proceeding to the online booking link below.
Clinic Polices
75 Minute Initial Appointment Required for All New Patients
Past experience has shown us that it's not possible to give a safe, effective and thorough initial treatment in less than 75 minutes. Please note all our appointments include time for interview and assessment, treatment, and homecare advice.
Pre-Payment Required for All New Patients
First time patients are required to pay online at the time of booking. Please note that a pre-payment for a cancelled appointment is not automatically refunded - it becomes an account credit. Account credits are fully refundable at any time - please just contact the clinic to request your refund.
Fees for Cancelled/Missed Appointments
- Please understand that a missed appointment is lost income for the therapist and lost opportunity for other patients to receive treatment.
- We charge a 50% fee for any appointments changed or cancelled with less than 24 hours notice, and a 100% fee for any missed appointments.
- More than 15 minutes late without notice shall be considered a missed appointment.
- Multiple short-notice cancellations may result in a 100% fee.
- We may waive these fees in cases of sudden unforeseeable emergency.
- We don't charge fees for appointments canceled due to sudden contagious illness.
Scent-Free Policy
Our clinic has a scent-free policy. Please avoid wearing strong scents, lotions, or perfumes, and please refrain from smoking before treatment.
Front Doors Locked Before 8 am, After 5:45 pm, and on Weekends
Custodial staff are not allowed to let anybody into the building. Your therapist or one of our other staff will come down to the front doors shortly before your appointment to let you in. For building security purposes, if you gain entrance to the building on your own you may be asked to show proof of your appointment.
No Direct Billing to Extended Medical Plans
Unfortunately, as a clinic without a full-time receptionist, the process is too time-consuming and complex for our therapists to complete in the short time they have between appointments. Our online booking provider is currently working on integrating direct billing, which would simplify the process considerably. We are optimistic we will be able to offer this service in the future.
Opted-Out of Claims Payments with ICBC, Worksafe, etc
Patients who fall under these categories pay us in full directly, and then the patient seeks reimbursement from the appropriate authority.
Infectious Disease Safety Plan
Assessment and Prevention
- All our therapists are up-to-date on their COVID-19 vaccines.
- Therapists will not work if they have symptoms of contagious illness.
- We cannot provide treatment to patients that are currently showing infectious disease symptoms. Symptoms that are the result of a known pre-existing condition (eg allergies) are exempt.
- There will be no charge for any cancellations due to sudden contagious illness. The standard 100% fee will still apply to any no-show appointments.
Hand Hygiene, Facemasks, and Cleaning Policies
- Patients must wash hands at the sink or use hand sanitizer on arrival in the waiting area.
- Facemasks are currently optional in all our clinic spaces. Disposable masks are available in the clinic for patient use if needed.
- Facemasks will be worn by the patient and therapist in the treatment room at the patient's request.
- Please note that facemasks are likely to be required in future during times of the year when infectious disease spread is high (eg flu season).
- All surfaces in treatment rooms and high-touch surfaces in the waiting/office area are cleaned and disinfected multiple times per day.
- As has always been standard practice in our clinic, all linens will be single-use only, then professionally laundered.
Informed Consent for Patients
- Any massage therapy treatment involves some risk of infectious disease transmission. The therapist is following a protocol to reduce or mitigate risk, but that risk cannot be reduced to zero.
- For the safety of all therapists and patients in the clinic, we require that each patient fill out and sign the Infectious Disease Patient Intake Waiver before each treatment.