Cancellation Policy

1Need to Cancel or Reschedule?

Healthcare wait times significantly impact patient health outcomes. Our cancellation policy exists to decrease waiting times and maintain timely access to care for all patients.

2Notice Requirements

• Registered Massage Therapy: 48 hours’ notice required
• All Other Services (Physiotherapy, Chiropractic, Vestibular Rehab, etc.): 24 hours’ notice required

Cancel or reschedule directly through the Patient Portal, or contact us in advance by:

• phone (call, text, or voicemail)
• email

3Late Cancellation and Missed Appointments

Late cancellations and missed appointments are charged the full cost of the appointment. If your visit is part of a prepaid program of care, that session is forfeited instead.

This applies to all services, including Registered Massage Therapy, and covers:

• Cancellations outside the required notice period (48 hours for Registered Massage Therapy, 24 hours for all other services)
• Missed appointments (No-Shows)
• Arrivals more than 15 minutes late

4Late Arrival Policy

If you arrive more than 15 minutes after your scheduled appointment time, your session will be considered a No-Show. The session will be forfeited, and you will be responsible for the full appointment fee. This policy ensures we can maintain our schedule and provide complete treatment sessions for all patients.

If your visit is part of a prepaid program of care, that session is forfeited instead.

5Options to Avoid Cancellation Fees

• Reschedule to a different time on the same day (subject to availability)
• Arrive within 15 minutes of your appointment time for a shortened session
• Request to be placed on our waitlist when you receive your appointment reminder
• For bad weather (snow, storms, etc.): Contact us in advance to discuss options

6Why We Have This Policy

Our cancellation policy helps us:

• Maintain shorter waiting times for all patients
• Provide timely access to care
• Respect the time of our practitioners and other patients
• Operate our clinic efficiently

Late cancellations and missed appointments can lead to:

• Delayed access to care for other patients
• Potential progression of conditions
• Inefficient use of healthcare resources
• Extended waiting times for other scheduled appointments

We urge all patients to please read and respect our policy. Your cooperation helps us provide efficient, high-quality care to everyone in our community.