Booking and treatment policies

Welcome to our office policy page! We have divided it into three sections for your convenience: Office Expectations, Billing and Payments, and Cancellation Policy. We ask that patients become familiar with our expectations so we are able to provide the best clinic atmosphere possible. We encourage you to speak with our front staff if you have any questions.

01. Office Expectations

  • We advise patients to arrive 5 minutes prior to appointment start time to allow for full treatment.
  • We are a scent-free clinic to be considerate to those with scent sensitivities or allergies.
  • We ask patients to leave the waiting area if they need to take/place a phone call and to use headphones when using media for the consideration of other waiting patients and front staff.
  • For assessment and treatment purposes, we suggest wearing comfortable, loose fitting clothing for appointments. The washroom is available to change prior to the beginning of appointment.

02. Billing and payment

  • Payment is due on the date of service. Please ask front staff for methods of payment.
  • Extended Health Benefits:
    • It is the patient’s responsibility to be aware of plan deductibles, limits and restrictions.
      If a claim is not fully covered or if it pends, the full appointment fee is due.
    • Benefits do not cover Late Cancellation and Missed Appointment fees.
    • We direct bill primary insurance plans with BC Insurance companies for:
      Pacific Blue Cross, Canada Life, Sun Life Financial, Manulife Financial, Chamber of Commerce, Green Shield, ICBC, and MSP Premium Assistance only.
  • We direct bill secondary insurance plans for Pacific Blue Cross, Greenshield, and chambers of commerce only.
  • Due to restrictions placed on Providers, we are unable to confirm plan coverage after these insurance companies close for the evening. We will still submit on your behalf and direct any reimbursement to be made to the patient.

  • Our clinic does not direct bill to WorkSafeBC.

03. Cancellation Policy

Patients can cancel an appointment with 24 or more hours notice. After this deadline, Late Cancellations or Missed Appointments will be charged a cancellation fee owed by the patient unless we are able to fill the appointment slot. Please note that fee payments will be required prior to re-booking.

Cancellation Policy Details

To cancel, please call or email during office hours, or manage upcoming appointments using your JaneApp account. For appointments scheduled on Mondays, or days after Statutory Holidays, cancellations must be received prior to 5:00 p.m. on Friday.

We understand that sickness is often difficult to measure, however, even in the case of sickness, cancellations must be made prior to our 24 hour deadline.