Do I need a referral from a physician to receive treatment at your clinic?

While a doctor's referral is not necessary to receive private treatment from our therapists, some private insurance providers may require it to qualify for coverage. We recommend that you review your personal insurance plan to determine if this is the case. Please reach out to your provider if you require further information.

How early should I arrive for my appointment?

For your first appointment, we kindly request that you arrive 10-15 minutes early to allow time to complete any necessary paperwork prior to your scheduled appointment time. For follow-up appointments, please arrive 5-10 minutes early. This will ensure that we have sufficient time to provide you with the best possible care during your visit.

What should I bring to my first appointment?

To ensure a smooth and productive appointment, please consider bringing the following items:

• Comfortable clothing appropriate for your injury location (e.g., shorts for leg-related injuries)

• Any relevant diagnostic test results such as X-rays, CT scans, or MRI results

• A doctor's referral, if available

• For motor vehicle accident (MVA) patients, please bring your referral, claim number, and your case manager's name and contact information.

This will help us to provide you with the best possible care and ensure that your appointment is as productive as possible.

Is my treatment covered by insurance?

We provide services which can be funded by your Extended Health insurance or Motor Vehicle insurance. Please consult your insurance documents or insurance provider to find out the extent of their coverage for these services.

Our clinics are not registered with OHIP, ODSP or Bundled Care Services.

Do you offer direct billing to insurance companies?

We provide direct billing services to most major insurance companies. However, there may be some insurance providers that we are unable to submit claims to. If this is the case, we will require payment for your treatments and will issue a receipt for you to submit to your insurance company for reimbursement.

**Please note that we do not have access to your insurance plan details. It is the patient’s responsibility to verify their policy coverage/ limits with their insurance provider prior to your appointment.

What is your payment policy?

Unless otherwise stated, payment is expected after the completion of each treatment session. We accept payments in cash, Visa, Mastercard, and Debit.

What is your cancellation policy?

We require a 24-hour notice for appointment changes/cancellations. Email cancelations are not accepted. Cancelations must be requested by phone, or by leaving a message on our answering machine.

Failure to provide proper notice for a missed or late cancelled Physiotherapy appointment will result in a $25.00 fee, while a missed or late cancelled Massage appointment will result in a fee of 50% of the appointment cost, payable prior to the next scheduled session. However, we understand that extenuating circumstances may arise, and in such cases, exceptions may be made to this policy.

What is your ‘no-show’ policy?

If a patient fails to show up for their appointment and do not contact us to cancel or reschedule at least 24 hours in advance, they will be considered a "no-show." After the first no-show, we will send a policy reminder. After the second no-show, patients will be charged the full appointment fee and we will require a credit card on file for future appointments. If a patient has three total no-shows within six months, they may be dismissed from our clinic to ensure timely and effective care for all patients.