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OUR POLICIES

LATE APPOINTMENTS

To maintain the timeliness of our schedule and respect the time of all patients, we kindly request that you arrive on time for your appointment. If you arrive late, we may be unable to extend the duration of your appointment in consideration for the patients scheduled after you. If you are more than 10 minutes late, we may need to reschedule your appointment. This policy aims to minimize waiting times for patients who arrive punctually. If an alternative appointment time is available on the same day, we will offer it to you. While we strive to accommodate late arrivals, we cannot compromise the quality and timeliness of care provided to our other patients. For patients who arrive 15 minutes late, we will ask them to reschedule their appointment. New patients are advised to arrive early to allow time for restroom use and completion of necessary paperwork. 

CANCELLATION POLICY

We kindly request a minimum of 24 hours' notice for appointment cancellations or rescheduling. Your appointment time is reserved exclusively for you. As a courtesy, we send appointment confirmations and reminders via email and text message.
Last-minute cancellations and missed appointments can be frustrating and result in financial loss for our therapists. When an appointment is reserved and then canceled or missed at the last minute, it affects their income directly. To make changes to your scheduled appointment, please contact us by phone at 905-239-7459 at least 24 hours before your appointment. Failure to provide adequate notice may result in a cancellation fee being charged to your account.

LAST-MINUTE CANCELLATION FEE

Appointments canceled with less than 24 hours' notice will incur a cancellation fee equal to 100% of the scheduled appointment cost.

NO-SHOW (MISSED) APPOINTMENT FEE

Missed appointments will be subject to a fee equal to 100% of the scheduled appointment cost.
We understand that sudden illness, extreme weather conditions, and unexpected emergencies can prevent you from providing 24 hours' notice. In such rare circumstances, if you promptly notify us, we may waive the cancellation fee.

Note: In the event that one of our therapists is unable to attend due to illness, injury, or a family emergency, we will make every effort to provide you with as much notice as possible. We will arrange an alternate appointment time with another therapist or your regular therapist at the earliest convenience.

At our clinic, we value punctuality and strive to provide excellent care to all our patients. To ensure a smooth experience for everyone, we appreciate your understanding and cooperation in respecting these policies for late appointments, cancellations, and no-shows. By adhering to these guidelines, you help us maintain a smooth and efficient schedule, enabling us to provide the best possible care to all our patients.

Thank you for your cooperation.

RECEIPT POLICY 

In accordance with provincial regulations, receipts will only be issued when payment for services is received:

The name on the receipt will match the name of the person receiving the treatment.

The date on the receipt will be the same as the date when the treatment was performed.

The amount on the receipt will match the fee for the services rendered.

Any receipt issued for payment of cancellation fees will clearly indicate "No Show Appointment Fee" or "Last Minute Cancellation Fee."

UNDERSTANDING INSURANCE COVERAGE AND DIRECT BILLING

We are pleased to offer direct billing services with over 20 extended health benefit insurance providers including but not limited to insurance companies under Telus Health (Manulife, CanadaLife, etc.), SunLife, BlueCross and Greenshield. 

Exceptions may apply in certain cases, where we may ask you to pay in full at the end of your visit and submit receipts to your insurance company for reimbursement. This can occur if:

  • your benefit provider does not offer direct billing to our clinic

  • your insurance company's online portal is down

  • they respond with a 'pending' status to our direct billing request or,

  • you’ve booked with a new practitioner who isn't set up with your provider yet.

Please note that we cannot guarantee that every claim will go through successfully. If we are unable to submit your claim, you will be required to pay in full for your appointment. In some cases, we may be able to submit the claim once the direct billing portals are functioning properly. Any outstanding balance not covered by your plan will be charged to the credit card on file.

 

In most cases, we are able to direct bill to insurance companies. However, the availability and rules of direct billing can vary depending on your specific insurance coverage. Different services may be eligible for direct billing, with physiotherapy, massage therapy, and chiropractic care often being covered. Each insurance plan has its own terms and conditions, so it's important to understand your coverage details, including the total annual limit, percentage coverage, and maximum per treatment.  Keep in mind that insurance policies are confidential, and we may not have access to specific details about your coverage. To avoid surprises, we strongly advise you to contact your insurance provider to understand the specific details of your company's plan.

 

While we strive to offer direct billing for physiotherapy, massage therapy, and chiropractic care, the extent of our direct billing services depends on your individual insurance coverage. 

 

There are a few limitations to direct billing that you should be aware of:

Partial Coverage – If your insurance plan only covers a portion of the visit cost, you will be billed for the remaining amount, and a receipt will be provided.

Secondary Coverage – In most cases, we do not have the capability on our end to coordinate secondary coverage except in the case where both you and your spouse are insured with Sunlife or Greenshield.

 

Additionally, we can only bill your insurance plan for services rendered and cannot bill for future appointments. Splitting invoices to accommodate plan maximums is not possible.

Services That We Do Not Direct Bill For

We are currently unable to direct bill for osteopathy. We are happy to provide you with a receipt for your service for you to submit to your company directly.

Denied or Pending Direct Billing Claims

If your claim gets marked as pending, it means that the insurance provider was unable to complete the automatic adjudication process. In such cases, we will ask that you pay the account balance at the end of your visit. The pending status is usually not a cause for concern, as the claim may still be approved once the adjudication process is completed.

In the event of an unexpected denial of your direct billing claim, we will kindly request payment of your account balance at the end of your visit. You can work with your insurance provider to determine why the claim was denied or provide any necessary additional information.

 

Doctor’s Referrals

While a doctor's referral is not required to visit our clinic, some insurance carrier plans may have specific requirements, so it's advisable to check with your insurance provider regarding their policy.

 

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