Client Policies for Healing Point Massage Therapy

Client Responsibilities

Once you book a session, it is your responsibility to remember and commit to that booking. Bookings requested by email or voicemail are not considered booked until acknowledged by the clinic.

By booking a session, you acknowledge that it is your responsibility to:

• Provide a credit card, Visa debit or Mastercard debit as a backup payment method in case of any issues with direct billing.
• Ensure your plan allows direct billing for these services, and that the clinic can be paid directly. Some plans will only pay to the plan holder.
• Know if a doctor’s note is required and bring it with you to your appointment or send it directly to the insurance company.
• Find out limits of coverage (ie some plans only pay a percentage)
• Find out when the benefits year starts/ends
• We provide direct billing to most insurance companies at our clinic, but you are ultimately responsible for paying all fees at the time of your session if we are unable to submit it to your insurance company due to service outages or other reasons beyond our control.

Cancellation Policy

In response to an increasing frequency of no-shows and late cancellations, we have updated our cancellation policy. Our therapists are independent contractors, and they only get paid when they have a booking. As most only have 3 to 5 clients in a day and each appointment time is set aside for that client, one late cancellation or no-show has a significant impact on their income.

Our updated cancellation policy is as follows:

• We require at least 24-hours notice if you need to cancel or reschedule your appointment. Cancelling with less than 24-hours notice or missing your appointment without notice will result in a fee of 50% of your treatment cost, charged to the credit card on file.
• A valid credit card or visa/mastercard debit is required at the time of booking online, by phone or otherwise.
• If you do not have a credit card, a deposit of 50% of the treatment is required. This deposit can be made via email transfer to info@healingpointmassage.ca within 30 minutes from the time of booking. Please email us a screenshot of your deposit transfer confirmation, as some e-transfers take longer to send. Failure to submit the deposit in the allotted time will result in cancellation of your booking. Your deposit will stay on your account as a credit and it will be refunded to you after 12 months of consistent appointments (at least once per month) if you have not had a late cancellation or no-show appointment. If your deposit is used prior to 12 months, you will be required to give another deposit or credit card before booking your next appointment.
• If you’re booking with another person and one of the therapists has to cancel unexpectedly, canceling the other appointment will still count as a cancellation and will  be subject to the cancellation fee.
• Appointments are required to be cancelled via phone call, voice mail or text message, not by email.
• A no-show appointment may, at the discretion of the clinic, result in a requirement to prepay for your future services (this means that we may not be able to direct bill for your appointment) or no longer being allowed to book services with us.
• Please be aware that when booking an appointment on the same day, it is considered set, and if changed, cancelled or rescheduled at any point after it is made, the cancellation policy will apply.
• Cancellations due to the clinic being unable to direct-bill for any reason will count as a cancellation and the fee will apply.
• If you are unable to make your appointment, you are welcome to send another person in your place. This will allow you to avoid the cancellation fee.
• If an emergency situation arises, please let us know so that we can treat your specific situation with our personal attention. We do not consider work or other appointment conflicts to be emergencies.
• All fees must be paid before another appointment will be scheduled.

Late Arrivals

Appointment times have been arranged specifically for you. Unfortunately, we cannot provide late arrivals with an extension of scheduled appointments. In exceptional cases, we may be able to accommodate a partial or complete appointment. This will be at our discretion and only with proper advanced notification of your arrival. Depending on how late you arrive, your therapist will determine if enough time remains to start a treatment. The original reservation fee will be charged for any late arrivals, regardless of length of treatment. In this case, we can only direct bill for time actually served, so any remaining amount will be your responsibility to pay.

Zero-Tolerance Policy

Our services are for relaxation & therapeutic purposes only. All of our therapists are licensed healthcare professionals, and as such, our services are clinical in nature and are for relaxation and therapeutic purposes only. There is absolutely zero tolerance for inappropriate behaviour such as:

• Illicit or sexual suggestive demeanour
• Any inappropriate insinuation, joke, gesture, conversation or request
• Intimidating or threatening behaviour
• Abuse, intimidation, harassment, coercion or threats whether physical or verbal towards staff, therapists or clients
• Intoxication
• Treatment will not be conducted if client is intoxicated or under the influence or any substance, alcohol or drugs or if it is suspected that the client is under the influence of any of these

Any of the above will result in immediate termination of the session and a refusal of any and all future services. Full session fees will be charged regardless of the length of the session. The client is responsible for these fees as we are not able to direct bill to insurance for these sessions.

Our practitioners reserve the right to refuse or terminate treatment for any reason should they feel uncomfortable and no refund will be given should this be the case.