Cancellations and missed visits

We require 24 hours notice for appointment cancellations.

  • If you have had a late cancellation or missed visit, we require a credit card number on file to rebook
  • The credit card will charged in the case of future late cancellations or missed visits

Late cancellation or missed visit fees are:

  • First missed visit or late cancellation – 50% of the appointment fee
  • All future missed visits or late cancellations – 100% of the appointment fee
  • We do not consider work conflicts to be emergencies for late cancellations

We do not bill for visits missed due to inclement weather.

Inclusivity

We welcome all people, from all races, backgrounds, genders, sexual orientations and those with any form of health concern or impairment.

Prescription refills

We charge $30 for prescription refill requests that occur outside of a scheduled visit.

  • Please allow up to five business days for your request to be filled
  • We require payment by credit card before we send prescriptions to the pharmacy

Respectful workplace

We do not tolerate behaviour or language that could be reasonably considered to be harassment, threatening, violent or abusive.

  • Patients who behave in this manner may be banned from the clinic

Scent-free environment

Please refrain from wearing scented products at your visits.

  • This applies to both our clinic locations
  • The ingredients used in scented products can make some people sick, especially those with fragrance sensitivities, asthma, allergies and other medical conditions

Pets

Dogs and pets are not allowed at the clinic.

Certified Therapy Dogs are the exception to this policy. Certified Therapy Dogs are allowed in the clinic under the following guidelines:

  • Ahead of your appointment, you notify us that you will have a therapy dog in the clinic
  • Please call the clinic and speak to one of our patient care providers

NOTE: No dogs, including therapy dogs, are allowed in a room when someone is receiving prolotherapy, IV therapy, or an injection of any sort. This is to prevent infection during higher-risk procedures.

Washrooms

Gender-neutral washrooms are available for patient use.

Payment

Payments are due in full at the end of each visit.

Accessibility

We strive to make our services accessible to everyone.

  • Both clinics have ground-floor locations
  • Doorbells are in place for those who need assistance to open the door or navigate the slightly raised threshold
  • Our clinics were designed to accommodate most wheelchairs

Please contact us at any time if you have specific questions about accessibility.

Third-party forms

Billing for the completion of third-party forms is up to the discretion of the individual practitioner.

  • If you want to know the fee to have a form filled out, please call the clinic

Health and Safety

We consistently apply the following health and safety practices in all our operations.

Cleaning

We execute cleaning to the highest standard.

  • High-touch areas are sanitized frequently each day with hospital-grade sanitizer
  • All other areas and surfaces are cleaned daily
  • Our infrared sauna is cleaned with hospital-grade sanitizer between uses

Mask Policy

At this time, masks are available and recommended but not required.

Illness Policy

Our staff stay home when ill and wear masks as public health guidelines indicate.

If you are attending an in-person appointment recovering from illness or have mild symptoms, please either reschedule your appointment or wear a mask as a courtesy to staff, practitioners, and other patients.

Have a Concern?

We do our best to address patient concerns in a timely manner. Our intention is to re-establish your trust in our clinicians and our operations.

If you have a concern, please contact the Office Manager at the appropriate clinic location.