Policies
Please take a moment to review our policies so we can ensure a smooth, respectful, and consistent experience for everyone.
Cancellation & No-Show Policy
You may cancel or reschedule your appointment at any time through your Jane account, provided we receive at least 12 hours’ notice.
If sufficient notice is not given, the appointment time is no longer able to be filled. In these cases, a 50% no-show fee of the scheduled treatment cost will be applied.
If you are unable to attend, you are welcome to send someone in your place to take the appointment at full price.
You may also request to be added to our waitlist, and we will notify you if any last-minute openings become available due to cancellations.
We appreciate your understanding and respect for our time, as this allows us to serve all clients fairly and effectively.
late for an appointment
Due to the nature of scheduled appointments, arriving late may result in a shortened treatment time to respect the clients booked after you.
We build in time between appointments for proper care, including health history review, recommendations, and direct billing. While we will always do our best to be accommodating, adjustments are not always possible.
If you arrive more than 15 minutes late, we may be unable to proceed with your treatment in accordance with healthcare guidelines.
If you are running late, please contact us as soon as possible so we can plan accordingly.
We understand that things happen—please don’t stress. Open communication is always appreciated.
filling out our intake forms
When you create a Jane account or book your initial appointment by phone or text, you will receive an email prompting you to complete your online intake forms.
These forms include your personal information, insurance details (if not applicable, please select “none” from the dropdown menu), health history, and consent forms.
Completion of these forms online prior to your first treatment is required to ensure we can provide safe and effective care.
If needed, we can provide access to a computer in clinic for you to complete your forms before your appointment.
Professional Conduct & Treatment Policy
All treatments provided are strictly professional and must not be interpreted as sexual in any way.
We maintain a zero-tolerance policy for sexual harassment or inappropriate behaviour. If a client’s behaviour or comments cross professional boundaries, the session will be ended immediately, and the full treatment fee will still apply.
In these circumstances, the client’s profile will be deactivated in Jane and they will no longer be eligible to book future appointments.
We reserve the right to refuse or discontinue service at any time. If necessary, appropriate authorities may be contacted.
Consent Requirement
New clients are required to sign consent forms for massage therapy, our cancellation policy, and authorization for submitting insurance claims on their behalf.
In addition, all clients are required to sign a sensitive areas consent at each visit.
WCB claims
We do not provide WCB claims as our province does not have a regulatory body for massage therapy, so it is not yet recognized without special authorization from your WCB representative.
MVA claims
Initial assessment time is required if the claim has not been started by a chiropractor or physio therapist. Please inquire within prior to booking a MVA claim.