The Ministry of Health is requiring all clients to wear a face mask during their appointment. I would recommend bringing one from home (cloth masks are acceptable), something that you are comfortable with wearing for longer periods of time. During your treatment, you may remove your mask when lying face-down, but will need to put it back on if you turn face-up.
If you do not have a mask, or forget to bring one, a mask will be provided for you.
The Ministry of Health is requiring all clients to clean their hands when entering the clinic and after their treatment. There is a hand sanitizer station available as soon as you walk into the clinic.
The sink will also be available for anyone that would prefer to wash their hands with soap and water and follow Public Health's hand-washing guide.
All appointments have been scheduled in a way to provide enough time to fully clean and disinfect the treatment area and clinic. Please respect the need for that time by not remaining too long after your treatment or arriving more than 10 minutes prior to your appointment - 5 minutes would be preferred.
The Ministry of Health and the College of Massage Therapists of Ontario require a virtual pre-screening process to be done with every client, prior to every appointment. You will be sent a pre-screening survey to your online booking email address 5 hours prior to your appointment. This survey MUST be filled out prior to your arrival and as accurate as possible. If you fill out the survey honestly, and your appointment needs to be rescheduled due to your answers, you will NOT be charged any fees for last minute cancellations
(click here to see those policies).
When you arrive for your appointment, you will be screened again and a record of both screenings will be kept with your records.
If you answer falsely on your pre-screening survey and arrive at the clinic with signs and symptoms listed in the survey, you will not be treated. Your appointment will be rescheduled and you will be subject to the last minute cancellation policy & related fees.
In the event that a client tests positive for COVID-19 and has come into contact with the clinic, the Ministry of Health requires that all those that had access to the clinic that day be contacted and may be required to self-isolate for 14 days and/or get tested for COVID-19.
Ministry of Health.
This will also apply to any visitors to the clinic, whether they be
clients or not.
We understand that you can't always control when you can arrive. In Kitchener-Waterloo, there are two seasons: Winter and Construction. However, we need to be fair to every client and this means that if you are more than 20 minutes late for your appointment, we will be forced to cancel it and it will be treated as a missed appointment.
You have up to 24hrs to reschedule your appointment online. With that said, we understand that things come up at the last minute that are out of your control. If you need to reschedule with less than 24hrs notice, give us a call and we'll do what we can to accommodate you - within reason.
This means you cannot call an hour before your appointment to reschedule. If you do, this will be considered a missed appointment and treated as such. If last minute rescheduling becomes a habit, you will be notified that future reschedules will be treated like missed appointments.
We have a 24hr cancellation policy. You can cancel your appointment prior to the 24hr mark (meaning if your appointment was at 2pm on Tuesday, then you have until Monday at 2pm to cancel), online or by calling the clinic. All messages are time stamped.
If you fail to give 24hrs notice, or do not show up for your appointment you will be required to pay for 50% of the treatment you would have received - for example, if you were having a 60 minute treatment you will have to pay $42.50. This payment will be required before or on your next appointment and is not payable through your insurance company.
As a regulated health profession, we follow the same confidentiality and privacy policies as your family doctor or pharmacist. This means we will not share or sell your personal information without written consent from you. This includes discussing your treatment plan with your spouse, family members, or even your doctor/physiotherapist/chiropractor. For more information about this policy, click here
We do offer direct billing with the following providers:
Canada Life (Great-West Life), Manulife Financial, Sun Life Financial, BPA, Canadian Construction Workers Union (C.C.W.U.), Chambers of Commerce Group Insurance Plan, CINUP, ClaimSecure, Cowan Insurance Group (managed by Express Scripts Canada), Desjardins Insurance, First Canadian, GMS Carriers 49 and 50 (Express Scripts Canada), GroupHEALTH, GroupSource, Industrial Alliance, Johnson Inc., Johnston Group, LiUna Local 183, LiUna Local 506, Manion, Maximum Benefit, TELUS AdjudiCare, Green Shield Canada (GSC), Empire Life, and Blue Cross/Blue Shield.
Please allow yourself 5 minutes after your treatment for us to process the paperwork and submit your claim. Please make sure you have your insurance card with you. Some insurance providers will make you pay for your first appointment, so come prepared to pay for your first appointment.
It is your responsibility to know the details of your coverage, amounts, rules or limitations therein as we do not have access to that information.
The parking area directly beside our building often fills up quickly, so feel free to use the entire parking lot. The Rockway Business Centre shares the parking lot with our building, so park where ever is most convenient for you.